Guardian Protection Services Inc

Review: paying for a service that I can not use when I am not Home. I am very upset at this point and had more than 3 techs come out to my home I do not want to have this service anymore simply due to the fact that there are two many Issues that my family and I are having this early. I have had this service for less than a month. My wife was treated very rude on the phone when see needed help for a service this company provides. I will not have a company talk down to me or my family when we need help when we pay top dollar. We have tried to have an open mind with all the problems but We just cant take it anymore.

I cant understand how a company tries to put a customer in harms way.

Im done!Desired Settlement: do not want this service going forward. I do not think any company should try to scare a customer when you cant keep a promise.

I do have my attorney standing by If needed. Thanks

Business

Response:

Thank you for forwarding Mr. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.

Mr. [redacted] has expressed discontent related to the camera system installed in his home. Immediately upon receipt of the complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] informed Guardian that contractors working in his home had tripped electrical outlets which tied into the camera system, thus causing loss of power to the camera through no fault of Guardian or Guardian’s equipment. Mr. [redacted] has since restored power to the camera system and has informed Guardian that the equipment is functioning properly.

Mr. [redacted] also inquired about reducing his monthly monitoring rate. In good faith, Guardian offered to reduce Mr. [redacted]’ rate to $52.95 per month. Mr. [redacted] has indicated his complete satisfaction with this resolution and further expressed that he no longer wishes to cancel his account. Guardian values Mr. [redacted] as a customer and is pleased to continue providing him with his security monitoring services.

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

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: Contract renewal without notice and refusal to cancel service after 5 year fulfillment completed by customer.

I signed up for Guardian home alarm service with the purchase of my new home with a 5 year contract. I fulfilled my obligation and decided to go in another direction to reduce my expenses. When I called Guardian to cancel after completing my five years of services commitment, the sales representative mentioned the contract renewed and I will owe them an additional $400 to cancel. I've never heard of such and I plan to use every avenue to fight this non-sense.Desired Settlement: Full release from their services after fully completing my five year payment commitment agreement.

Business

Response:

July 15, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

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

Dear Ms. [redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint. Guardian values the opportunity to respond and facilitate resolution of his concerns.

Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on January 13, 2010 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]’s system was activated on June 12, 2010 after construction of his new home was completed.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted]’s initial term renewed on July 1, 2015.

Upon receipt of your letter, Guardian contacted Mr. [redacted] and offered the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian agreed to cancel Mr. [redacted]’s account effective July 15, 2015. The balance due on the account has been waived and Mr. [redacted] will receive no further contact from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian regrets losing Mr. [redacted] as a valued customer and hopes he will consider Guardian again in the future.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the Guardian Protective Services in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I worked with [redacted] and he promised after signing their cancelled service form, which removed them from any fault with regards to monitoring my address, Guardian would disregard the auto-renewal of my contract. I e-signed their cancellation agreement enacting the verbal agreement I owed Guardian no monies going forward.

Regards,

Review: gave 2 month notice of intent to cancel service and get a refund at contracts end. 6 weeks after the end of contract and no refund has been sent.

cr: [redacted], contract expired 7/13/15...I told them I was cancelling service at the end of my contract and filled out multiple forms to show this months beforehand. I was told I would receive a prorated check for the 4 months of prepaid service in the amount of 143.76 as soon as my contract was up. I was told they couldn't refund my money until the contract was up, even though I filed all the needed forms with them to show I would not be a customer after 7/13/15 and was due a refund. On 7/29/15 I called to ask where my money was since my contract was over for 2 weeks and I was told my money would be refunded at end of contract. I was then told it took 1 month for their system to cut a check and to expect it to be cut 8/13/15. I call back on 8/28/15 to find out why I haven't got a refund and am told my check will be cut tomorrow, and that I was told on 7/29/15 that it would take a month, so that meant it would be cut on 8/29/15...this was not what I was told and they are making up excuses to hold on to my money for 6 weeks and counting after my contract with them is over. If interest rates were higher I would sue for interest and damages...the actions of this company are incompetent at the least and I doubt their customer service and billing departments are that inept, so they must be illegally holding my money as a punitive measure...from my experience this is the way this company operates. That is why I'm filing a complaint with the Revdex.com and will tell everyone I know what a negative experience I have had with this sad excuse of a company.Desired Settlement: I want my money.

They claim to be cutting me a check soon, but have claimed this at least 2 times before. I then would like to see them sued for the way they conduct business. I would like to see them go out of business in [redacted] and will do everything I can to make this happen. I am filing complaints with the Revdex.com, the state attorney generals office of consumer protection, any agency that stands against shady business practices. I am going to tell everyone my experience in hopes that they never

Business

Response:

September 2, 2015

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

Guardian apologizes to Mr. [redacted] for any confusion related to the refund of his accelerated billing payment upon cancellation of his account. Upon receipt of Mr. [redacted]’s complaint, Guardian reached out to him directly and explained that reimbursement is processed within 30-45 days after the account has been cancelled. In light of Mr. [redacted]’s complaint, Guardian did expedite his request and a refund was processed back to his credit card on September 1, 2015. Mr. [redacted] has expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I believe if I had not complained to the Revdex.com I would still be waiting for this company to refund the money owed...they intentionally lied on multiple occasions about their refund policy, and in my opinion, try to give the customer the runaround.

Review: The Guardian Sales person changed my contract and when I disputed the increase in my contract terms they put the account into collections The Guardian Sales person changed my contract and when I disputed the increase in my contract terms they put the account into collections. He had pursued me for several months and when I finally agreed to upgrade the equipment it was for additional eighteen month's on my agreement, not the five year agreement that was on the contract. Someone put some scratch on the contract saying that was my signature when I had always said I would not sign a five year deal because we were in the process of moving. He also said that the new agreement could be transferred to the new owners of the property. I called Guardian regarding this matter and they said that the Sales person and the Sales Mgr. had both been let go. The Sales Mgr. was the one who gave the authorization to reduce the months to eighteen. I would have probably used them again on our new house we purchased in September but they insisted that the contract was much longer than the eighteen months less the amount of time that had passed after signing the agreement. They pulled a bait and switch and were very unreasonable to work with on resolving the issue.Desired Settlement: To take the account out of collections and figure out what an equitable settlement might be for the equipment that was installed into our old home.

Business

Response:

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

For background, Mr. [redacted] contacted Guardian in April 2012 to inquire about upgrading his security system. Mr. [redacted] met with a Guardian sales consultant and elected to purchase additional equipment. To memorialize his decision, Mr. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) dated April 6, 2012. The initial term of the Agreement was for a period of forty (40) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 40 month monitoring agreement” and by affixing his signature at the bottom of the form.

In August 2012, Mr. [redacted] informed Guardian that he was moving from the premises. Guardian presented a number of options in a good faith effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement. For example, Guardian indicated that services could be transferred to his new home or that the new homeowners could elect to activate monitoring services which would relieve Mr. [redacted] from further obligation.

Guardian subsequently spoke with Mr. [redacted] to discuss relocating the system to his new home. During discussions, Mr. [redacted] expressed his belief that his current Agreement was for a twelve (12) month initial term. Guardian reviewed its records and confirmed Mr. [redacted]’s initial term to be 40 months.

Mr. [redacted] asserts in his letter that he was misled by the sales consultant regarding the term of the Agreement. Guardian apologizes for any confusion related to the initial term, however please note Mr. [redacted]’s Agreement form clearly indicates the initial term to be 40-months. In no way did Guardian ever hide or conceal the initial term of the Agreement; it is clearly written and was acknowledged by the customer in writing.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, the parties have agreed to an equitable settlement which is fair and reasonable to both parties. Guardian appreciates the opportunity to resolve Mr. [redacted]’s concerns. Again, Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.

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

Sincerely,

[redacted], Manager

Credit and Collections Department

Review: We initially signed up for services around October of 2010 and signed a 2 year contract. At the time, we got one motion detector and sensors on all the doors to exit the home. Our charge is roughly $45 a month give or take a few. Throughout the first year or so of service our back door caused a couple false alarms When I called to see what the options were are far as remedying the issue, I was told to just bypass that alarm. Essentially, not use the alarm to its full capability. I was never given another option, nor was I trained on how to bypass a certain zone, so we couldn't set the alarm at all in fear of false alarms. Earlier this year, I grew tired of paying for a service we were unable to use. I called the company to come and set up a new motion censor in hopes that we could at least set the alarm. The intention was the deactivate that back door and just use the new motion detector to monitor that portion of the house. At the same time, we have gotten a new dog. A large dog well over 60 lb.. At no time did the technician inform me that we weren't going to be able to set the alarm because of the dog. This is also not to mention that since we had the new motion sensor installed, we haven't been able to set the alarm at all because when we try to do so, the whole system goes off w/ no call from Guardian in response to the alarm. Late last week, I contacted Guardian in hopes of them offering me an option to fix the solution other than simply canceling services. I know several other people with other carriers and they have large dogs and are able to set the alarm without the motion sensor being triggered by the dog. Since I never was able to speak with someone, I got a call from another provider and decided they were able to offer me the services and solutions I needed at a lower cost. When I called guardian to cancel services they informed me that we would either have to fulfill the remainder of the contract (through march of 2014) or pay an early cancel fee of over $1000.Desired Settlement: We would simply like to just cancel services. When I asked what they were able to do since I was more than an unhappy customer and have had nothing but bad experiences with their services and half [redacted] solutions, I feel like a consumer should be able to cancel services they are unhappy with. I was prepared to pay a little, but the thought of paying over 1000 dollars to cancel an alarm service is terrible business and just absurd. We would simply just like to cancel our services with Guardian.

Business

Response:

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

For background, Guardian met with Ms. [redacted] in September 2010 to discuss products and services available for her home after which Ms. [redacted] decided to engage Guardian to install a monitored electronic security system. Ms. [redacted] acknowledged such engagement in writing by executing a Sales and Monitoring Agreement (“Agreement”) with Guardian on September 13, 2010, which designates its initial term as thirty-six (36) months. Ms. [redacted]’s system was installed and activated on September 16, 2010.

On April 29, 2011, Ms. [redacted] contacted Guardian to request a service appointment related to issues with the back door sensor. Guardian offered to schedule onsite service for Ms. [redacted] during normal business hours, Monday through Friday from 8am-4pm. Ms. [redacted] declined to schedule service as a weekend appointment was not available.

On November 28, 2011, Ms. [redacted] contacted Guardian for assistance in bypassing the back door sensor. Guardian’s technician explained the bypass procedure and further offered to schedule onsite technical service to address any issues with the back door sensor. Ms. [redacted] declined to schedule service and further indicated the issue was related to the door and not the sensor.

Guardian received no further contact from Ms. [redacted] regarding the back door sensor until March 19, 2013 at which time Ms. [redacted] requested the door contact be removed and replaced with a motion sensor. Guardian assisted Mr. [redacted] by providing pricing information for the motion sensor and the installation thereof. To further assist Ms. [redacted], Guardian offered to provide and install the motion sensor at no charge in exchange for execution of a new 24-month Agreement. Ms. [redacted] accepted Guardian’s offer and executed a new Agreement on March 19, 2013. Shortly thereafter, Guardian’s technician removed the back door sensor and installed a new motion sensor.

On August 24, 2013, Guardian received website correspondence from Ms. [redacted] which indicated she was unable to arm the motion sensor as she had recently gotten a large dog. Ms. [redacted] further inquired about options to address the issue with the motion sensor. In response to Ms. [redacted]’s written communication, Guardian reached out to Ms. [redacted] to address her concerns directly. Voicemail messages were left for Ms. [redacted] on August 26, 2013, August 27, 2013 and August 28, 2013.

On September 1, 2013, Ms. [redacted] contacted Guardian and requested the cancellation of her account as she had 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. The subject complaint was received shortly thereafter.

Guardian is committed to delivering the highest standards of customer service and regrets it was not provided the opportunity to address Ms. [redacted]’s concerns prior to her engaging another security provider. Upon receipt of her complaint, Guardian contacted Ms. [redacted] to discuss this matter directly. As a result, Guardian agreed to accept a drastically reduced 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, her account will be cancelled.

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: My Guardian system is less than 2 years old, but my contact only had a few months left on it. Around the beginning of the year (2014) I was awakened around 3:30 AM by an alarm. It wasn't the security alarm it was a low battery alarm. When I called Guardian, they advised that if I signed up for another year they would take care of the battery issue at minimal expense to me. Due to my work schedule I could not have a tech out, so I asked that they help me shut off the alarm. I was told to disconnect the battery (that didn't stop the noise) and then to unplug the system. I continued to get automated calls (one at 10 PM) saying my system wasn't responding. I called Guardian back in less than 2 weeks and set up an appt for the tech to come to my house. Every person I spoke to gave me a different explanation of what they would do for me...some less than the person before. I realized that I was going to pay for a battery just to await the end of my contract to cancel, so I called back on 1/17 and asked how much it would cost to just close the account NOW. They advised the buy out was $33.95 and when I got the letter I could send in the payment. Since Guardian faithfully charge my credit card each month I wanted them to charge the final buy-out also. They did, but stated that I still needed to send back the letter. I have sent the letter twice. I am now going to fax it, but I am being told that I must still send the buy-out payment. Someone who knows what they are doing needs to look and my account and get it straight. Guardian is not to call me again; if communication is necessary, send me a letter. What makes this worse is that today Guardian called my emergency contact and told them that my alarm was going off. That is fine, because it gave me a reason to tell someone how incompetent Guardian is. I wont wait for a reason in the future. My monthly charge by Guardian was $34.96. My buy-out was $33.95 charged to my credit card on 1/17/22014. I have my proof of this.Desired Settlement: I want Guardian to cancel my account as Paid in full and stop calling me and my emergency contact. They need to reconsider there cancellation process which is INTENTIONALLY CUMBERSOME for the customer. Maybe I would have done business with Guardian in the future if they hadnt made the cancellation unnecessarily difficult. Since I have paid the final buy out by credit card and mailed twice and faxed in the cancellation letter stop contacting me.

Business

Response:

Guardian [redacted] Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and clarify its role in an effort to assist in facilitating resolution.

It is important to understand that Guardian is contracted by a firm known as [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. Ms. [redacted]’s account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [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.

Our records indicate Ms. [redacted] contacted Guardian on January 13, 2014 to schedule onsite service to replace the panel battery in her system, however shortly thereafter Ms. [redacted] contacted Guardian to request the cancellation of her account and the onsite service appointment. Guardian’s policies mandate that any cancellation request must be made in writing and must contain a customer’s password for security purposes. Pursuant to her instructions, a cancellation letter was mailed to Ms. [redacted] for her signature. Guardian did not receive the signed authorization to cancel the account from Ms. [redacted] until March 3, 2014, the date of her complaint.

Upon receipt of Ms. [redacted]’s authorization to terminate her account, Guardian processed her cancellation request immediately. Said cancellation became effective March 3, 2014. Accordingly, Ms. [redacted] will receive no further billing statements from Guardian. I believe this should fully satisfy Ms. [redacted]’s concerns.

Guardian apologizes for any confusion related to the cancellation process. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: On 15 April 2014, I called Guardian to report a billing issue where I was charged a $20 fee for a payment that they were unable to process. I explained that I received a notice from my bank stating that someone was trying to cash a check but that the account number on the check was incorrect. I verified that the other three checks sent out on the same day all processed correctly and was able to identify that the check that did not process was sent to Guardian. Guardian admitted over the phone that it did appear that the processing problem was an administrative error on their part and removed the $20 fee assessed to our account. Since we have had issues with Guardian in the past, my husband and I both agreed that once our two year contract was complete, we would terminate the service. After the billing issue was resolved, I asked the representative how much longer until our two year obligation was met. That representative transferred me to another representative who then explained to me that we were on a five year contract. I told him that we signed a two year contract, not a five year contract. Being active duty military, I move approximately every three years. I am without a doubt sure that the two gentlemen that came to our house to sell us the system told us it was a TWO year deal. I would not have signed the contract for a five year deal because I knew at the time that I would only be living in the house for about three years. I told my husband what the representative said and he too, much more adamantly, agreed that we were told it was a two year contract. The representative said that there was nothing that he could do for me and that I should file a complaint through the Revdex.com for resolution. The representative told us that we purchased the system in 2011, more than two years ago. Since Guardian made it very clear that they will not work with us, I respectfully request assistance with terminating the contract for services. I would also be more than happy to go into grave det5Desired Settlement: I respectfully request assistance terminating our service contract with Guardian due to 1) misinformation provided by the sales representative, 2) several issues with the service and their inability to resolve technical problems without compounding further problems, and 3) very poor customer service and unwillingness to resolve the contractual dispute directly.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. [redacted].

Ms. [redacted] expressed concern in her complaint regarding her sales transaction and apparent confusion regarding the initial term of her contract. For background, our records indicate Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Guardian was not present during any aspect of the sales transaction. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted].

In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork that is transacted at the time of sale between the customer and [redacted]. Such paperwork defines the security system and nature of the services to be provided. This paperwork is to be acknowledged by all parties via their signature and/or initials before it will be accepted by Guardian to establish the customer account. In the instance of Ms. [redacted]’s account, all such required paperwork was provided by [redacted] and passed Guardian’s audit process thereby facilitating activation of Ms. [redacted]’s services and subsequent billings from Guardian.

Our records indicate Ms. [redacted]’s initial sales transaction with [redacted] occurred on August 26, 2011 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s monitoring services. The initial term of the Agreement is conspicuously designated as five (5) years. Pursuant to the transaction and Agreement terms, Ms. [redacted]’s system and 24-hour monitoring services were activated on August 27, 2011.

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 the subject complaint, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative reviewed with Ms. [redacted] the initial term of her Agreement and apologized for any confusion related to her sales experience with [redacted]. Guardian’s representative also offered to mail a copy of Ms. [redacted]’s Agreement to her for her records. Ms. [redacted] expressed that she would be moving from the premises in July 2014 due to military orders and in a genuine effort to assist her, Guardian’s representative agreed to process the cancellation of Ms. [redacted]’s account effective July 30, 2014. Ms. [redacted] expressed her complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service 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

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: I had a Guardian security system at my last home. When it was initially activated, the service representative at my home told me that we could cancel if we ever sold our home. Early this summer, we sold our home and my husband called the company to notify them of this. At that time they told him it would be cancelled. We are still receiving a bill months later even though the service was shut off on July 15, 2015. I have called and talked to customer service who state we were under contract until the new owners of our home reactivated the system. Therefore, we are getting billed for a service that we couldn't even access or use.

Business

Response:

November 19, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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

Ms. [redacted]’s letters cites dissatisfaction with the balance due on her account after moving from the monitored premises. Guardian has researched its records and offers the following in response.

For background, Ms. [redacted] executed a Monitoring Agreement (“Agreement”) with Guardian on March 14, 2013. The initial term of the Agreement was designated as a period of thirty-six (36) months.

In June 2015 with ten (10) months remaining in the initial term of her Agreement, Mr. [redacted] informed Guardian that the parties were moving from the monitored premises and were unable to transfer services to their new home. Guardian’s representative explained that an early termination fee was required to cancel as Mr. and Mrs. [redacted] remained within the initial term of the Agreement. Guardian’s representative also explained that the new homeowner could activate services under a new Agreement which would relieve Mr. and Mrs. [redacted] from the remaining term. Mr. [redacted] acknowledged his understanding and requested that services be disconnected effective July 15, 2015.

In August 2015, Mr. [redacted] contacted Guardian to dispute receipt of a billing statement, stating his services had been cancelled in June 2015. Guardian’s representative explained that Mr. and Mrs. [redacted] remained within the initial term of their Agreement and that while monitoring services were disabled in June 2015, Mr. and Mrs. [redacted] remain obligated to remit monthly payments until the end of the initial term. Guardian’s representative also informed Mr. [redacted] that the new homeowners had expressed interest in activating monitoring services. Upon the new homeowners’ execution of a monitoring agreement, Mr. and Mrs. [redacted] would be relieved from all further obligation.

The new homeowners did activate monitoring services effective September 9, 2015. A final invoice was generated and mailed to Ms. [redacted] on September 10, 2015.

On November 18, 2015, Ms. [redacted] contacted Guardian to dispute the final invoice. Guardian’s representative explained that the terms of Ms. [redacted]’s Agreement state she remains obligated to remit monthly payments until the end of the initial term even if she moves from or sells the monitored premises. Ms. [redacted] expressed dissatisfaction with Guardian’s explanation and Guardian received the subject complaint shortly thereafter.

Notwithstanding the above, while Guardian maintains its legal right to pursue full payment of the final balance owed, in this instance and in order to bring swift resolution to this complaint Guardian has waived the balance due on Ms. [redacted]’s account. Accordingly, Ms. [redacted] will receive no further billing statements from Guardian.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: Two sales people came to the door and told us that they were giving away security systems for a limited time. They indicated that there was no obligation. When I asked them how much the monthly monitoring would cost, they said, "just over a dollar a day". When I pressed the issue and asked specifically if the monthly bill would be $30.00 per month, the response was, "around that". Much to my surprise when the first payment came out of my bank account, it was $59.99. The sales people never mentioned that we were locked into a 60 month contract at any time. Yes I initialed the boxes, my mistake for NOT reading fine print. But that portion of the transaction was just as deceitful as the previous part. They glossed over the initialing of the boxes...they had already been there for over an hour and worn us down to where we were merely signing and initialing where they told us. Although I was upset about the monthly payment, I did not question it and paid timely payments for over a year. While it was our intent to live in that house for many years to come when we got the security system, we fell upon hard times when I was laid off of my job of 22 years. I was unemployed for 11 months and during that time, we lost our home to foreclosure. We are currently living with family members and we did not take the security system with us when we left the house. Another deceptive part of this transaction was that we were told by the salesmen that there would be no charge for service in the future. The system never worked properly and they came out once in the beginning to work on it, but trouble codes kept coming up and they told us that there would be a $25.00 charge to come check it. There was not anything represented in a reputable manner while dealing with this company.Desired Settlement: I want the balance that they say we owe to be cleared and I don't want negative marks on my credit report.

Business

Response:

April 1, 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 provide response in hopes of facilitating resolution and clarifying this matter for all parties.

For background, Ms. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security, Inc. ([redacted]”). As such, all aspects of Ms. [redacted]s sales transaction took place directly with [redacted] not Guardian. In order to establish a Guardian account for Ms. [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 Ms. [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.

Our records indicate Ms. [redacted]s initial transaction with [redacted] occurred on August 29, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). 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 Section E of the Agreement which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

After engagement of [redacted]’s services, Ms. [redacted] received three (3) full business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is explained in Section K of Ms. [redacted]s Agreement. [redacted] did not receive Ms. [redacted]s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]s system was installed and activated by [redacted] on August 29, 2014.

In May 2015 with fifty-three (53) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative requested that [redacted] contact Ms. [redacted] directly to discuss relocation further. Guardian’s records indicate [redacted] spoke directly to Ms. [redacted] on May 12, 2015.

Guardian had no further contact with Ms. [redacted] related to relocation from the monitored premises until January 16, 2016. At that time, Ms. [redacted] informed Guardian that she had moved and was unable to relocate monitoring services. A Guardian representative made several attempts to contact Ms. [redacted] to discuss the status of her account and relocation however Guardian was unsuccessful in reaching her.

On March 15, 2016, Mr. [redacted] contacted Guardian and advised that he and Ms. [redacted] had moved from the monitored premises and did not wish to relocate services. Mr. [redacted] further stated that the [redacted] sales consultant indicated the initial term to be month-to-month. Guardian’s representative explained that a month-to-month contract is not offered by Guardian or [redacted] and forwarded a copy of the Agreement to Mr. and Ms. [redacted] for their reference. Guardian received the subject complaint shortly thereafter.

Ms. [redacted] has expressed dissatisfaction related to her sales transaction with [redacted]. Guardian apologizes to Ms. [redacted] for her expressed discontent. Guardian was not present during Ms. [redacted]s sales consultation and, as such, has no knowledge of the details surrounding her sales meeting with [redacted]. Upon learning of Ms. [redacted]s dissatisfaction, Guardian conducted a thorough review of her account. As a result, Guardian found no record of Ms. [redacted] informing Guardian of any discontent regarding her sales transaction with [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative presented several options to Ms. [redacted] in a genuine effort to assist her in fulfilling her obligation under the Agreement. More specifically, Guardian offered to relocate Ms. [redacted]s security system to her new home, or to transfer the remaining term to a friend or family member. Guardian also indicated that should the new homeowner elect to activate services under a new monitoring agreement that Ms. [redacted]s obligation would be relieved. Ms. [redacted] declined the above options. In a good faith effort to assist Ms. Santucci, Guardian’s representative offered to accept a reduced early termination fee and further offered to accept payment in monthly installments until paid in full. Ms. [redacted] accepted Guardian’s offer to remit monthly payments of a reduced early termination fee.

Thank you for informing Guardian of Ms. [redacted]s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted].

Sincerely,

Kathleen V[redacted] Director

Account Management Department

do not do business with this company they are the worst company out there house got broken into and they dont do [redacted] about it so stay away find someone else customer service [redacted] they are rude as [redacted] dont help out.

Review: I built a house in October of 2009 in which I signed a contract with Guardian Protection Services for a three-year (36 month) term. Guardians end of the contract was to install their equipment, connect to a landline and monitor my home 24 hours a day, 365 days a year. My end of the contract was to pay a monthly fee.When the contractor arrived to install the equipment, he did everything but install the landline. At the time he explained why he couldnt (I forget now what the reason was). He then explained to me why having a wireless back up was a necessity and convinced me to have additional equipment installed. There was no upfront cost for this equipment; only an additional $10.00 (estimated) cost per month. The contractor informed me that having the wireless back up eliminated my need for the landline.From October of 2009 through October of 2012 I had no problems with this company. In fact at one time my girlfriend forgot the code and activated my alarm, which resulted in the police showing up to my house; so I know their equipment works and that they do their job.After a three-year contract was fulfilled, I requested an additional keypad to be installed in the Master Bedroom for convenience. Guardian informed me that I needed to pay $200 (estimated) for this keypad or renew my contract for an additional two years and the equipment would be included at no cost to me. I informed them that my landline was still not connected after three years. I agreed to an additional two-year contract if it included my landline being connected and the new keypad was installed at no cost to me.A technician arrived to my house within a week of this agreement and installed my new keypad. The technician informed me that in order to connect a landline he would have to climb through several feet of installation and that he did not have the time nor did he desire to complete this part of the job. I felt no need to confront someone who now knows where I live and who would obviously know how to overcome my security system, so I did not challenge his refusal to complete the job; I simply figured that Guardian would correct the problem.This is where the problems start. Within a few days of my new keypad being installed, my alarm system would randomly activate and create the same noise as if an intruder was in my house. I called Guardian and they informed me that my system was no longer in communication with their monitoring headquarters and there was no way to stop the random activations. I asked them to send a technician out to resolve the problem and they made me wait for over three weeks before anyone was available to resolve the issue. This caused problems with my entire household as we were woken up during sleep several times during some days because of the noise.Finally a technician comes out and he informs me that because [redacted] has used up so much bandwidth the wireless radio they installed three years ago could no longer do its job anymore. He told me he had to make a few phone calls and then he would have answers for me. About a half an hour later he said that his company was going to order the radio, schedule an install date within a week and that I was not responsible for any additional costs. I said okay and was contacted several days later to set up an appointment.After almost two months without service, two additional service calls in which I had to take time off work for, and about twelve phone calls to Guardian (close to ten hours on the phone) my service was finally working again but I still have no landline connected to my security system.I was so fed up with phone calls that I gave up and just accepted the situation. Then I received a bill from Guardian for over $200 for the installation of the new radio. I called and they informed me that the only way to apply a credit for the $200 + was to sign an additional 12 month contract. During this phone call, I was informed that I was currently under a five-year (60 month) contract already; not the two year (24 month) I had agreed to.There have been several phone calls, letters and bills since then, to include threatening letters of sending my account to a collection agency, even though they failed to hold up their contract from day one.I recently accepted a transfer out of state. In attempt to get this settled I called today to find out how to resolve this and cancel my contract. I was told that I would have to pay over $1,500 to cancel my contract with them. I absolutely refuse to pay this company any more of my hard earned money. I fulfilled a three-year contract and now for a keypad that probably cost them $20, they want me to pay $1,500. One a side note; a Customer Service employee named [redacted] has been the one I have dealt with the most. Although I am completely unsatisfied with this company, all of my dealings with him have been positive and I feel he has done his best to be professional and resolve the problem.Desired Settlement: I estimate that over the last three and a half years I have paid Guardian Protection Services approximately $1,600. I would like the following:1.My contract with them to be terminated immediately2.A 10% refund of monies already paid, for my inconveniences (approx. $160)3.A letter confirming I owe this company no monies and that I have no contract or debt to this company.

Business

Response:

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

[redacted] originally met with Guardian in April 2009 to review products and services that were available for his new home, which was under construction at the time. [redacted] engaged Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the transaction with Guardian, [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) dated April 25, 2009 for an initial term of thirty-six (36) months.

[redacted] letter expresses discontent that Guardian’s technician did not install a telephone landline during installation of his security system. Please note, Guardian does not install telephone landlines; Guardian merely connects the security system to an existing telephone landline. This policy is clearly addressed in Section B of [redacted] Agreement: “If the Company cannot connect the System to the telephone lines, then the Customer must contact the telephone company, which will install and bill the Customer directly for any telephone lines or equipment.” During installation of [redacted] security system, Guardian’s technician found that the home did not have a telephone landline installed. As such, [redacted] authorized the technician to install a cellular unit and configure the security system for cellular communication.

In January 2013, [redacted] contacted Guardian and requested the installation of an additional keypad and further requested that his system be connected to his telephone landline. In an effort to assist [redacted] in offsetting the upfront costs associated with the service appointment, Guardian offered to waive a portion of the costs in exchange for [redacted] executing a new 60-month Agreement. [redacted] executed the new 60-month Agreement on January 8, 2013.

A service appointment was conducted on January 15, 2013 at which time Guardian’s technician installed the additional keypad, however the technician was unable to connect the system to the telephone landline until [redacted] telephone provider could install a telephone jack. [redacted] indicated he would contact his telephone provider to install a phone jack and would contact Guardian upon completion to connect the system to the landline.

Shortly thereafter, Guardian began receiving alerts from [redacted] system which indicated a possible issue with the cellular communication unit. A technician was dispatched to [redacted] home to inspect the unit who recommended the unit be replaced. The unit was, in fact, replaced on February 18, 2013. Guardian invoiced [redacted] for the costs associated with the on-site service appointment. The subject complaint was received shortly thereafter.

Upon receipt of your letter, Guardian contacted [redacted] to discuss his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to which [redacted] has expressed his complete satisfaction. Guardian values [redacted] as a customer and apologizes to him for any confusion or inconvenience.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: While away for military training my house (that was vacant) was robbed twice. I received a call from Guardian Protection Services. Apparently I had filled out a form for a tractor raffle and they were calling me as a part of that. I just thought it was perfect timing and had an authorized dealer come on to do the install.The only installation issue was the authorized dealer was a new company in the area and it took over 6 hours to do the install, mostly because it took 3 technicians and a help call to Guardian to figure out how to set the alarm up. I was under the impression I was in a 3 year contract that could be canceled by paying an early termination fee. I remember asking about canceling because I was only moving in to fix up the house to sell (It was on the market at the time the installation was occurring).After a year of service it was time for me to move out because of the military. I called guardian to disconnect my service and the guy told me it would over 2,250.00 dollars to get out of my contract. I was shocked (literally) to hear this. At first I thought about moving the service to my new location, but soon realized that would cause a fee plus an extension of my contract. I didnt do this and havent had much contact with guardian until today (08/05/2013) when I called to see if maybe their business model has changed. While on the phone with guardian today I was told that I would have to (1) pay for every remaining month on the contract at full price and (2) pay an extra charge for terminating early. This is so frustrating to me because an E4 in the military could never be able to afford to get out of this contract. If I would have known the service was for 5 years and there was no early cancelation I would have never signed a contract to put it in a house that was UP FOR SALE.Desired Settlement: I would like to cancel my service and have an affordable settlement. I have tried twice to work with Guardian on canceling my service, but they will not budge. Paying the full price for every remaining month plus an early termination fee for a 5 year contract is predatory in my eyes. Guardian should have better trained and more honest installation technicians. I shouldnt have to second guess whether the guy presenting the contract to me is lying or not at least not at a reputable company.

Business

Response:

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

For background, Mr. [redacted]’s account came to Guardian by way of an entity known as [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for selected customers of [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In a genuine effort to assist Mr. [redacted] and in order to facilitate swift resolution, Guardian has agreed to discount the termination fees necessary to cancel Mr. [redacted]’s account. Mr. [redacted] has accepted Guardian’s offer and has expressed his satisfaction with this resolution. Guardian extends its best wishes and thanks to Mr. [redacted] for the opportunity to serve his security needs.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: In April we upgraded our services to include using the guardian app where we could rid ourselves of our telephone landline. I ordered the upgrade after receiving an advertisement from Guardian where we would receive an Android tablet and 50% off monthly billing for 6 months. When the salesman got here he said (mid April) that promotion no longer existed. Okay. The very day he came, I received another promotion in the mail from Guardian advertising the very same promotion. I still have that promotion and it does not have a deadline. The technician came a couple of days later and finished our upgrade. I informed Guardian of my new advertised promotion and I believed that I was eligible. They didn't even know about the new promotion therefore I wasn't eligible. I then notified our salesman via email where he assured me he would look into it and give us the advertised promotions. His reply was that it came from corporate and the [redacted] office wasn't informed of the promotion. He then notified me a couple of more times and asked if we received the tablet. since, according to him, we were indeed eligible. No, we have not received the tablet nor the price discount and this is almost 2 1/2+ months past. If you are going to advertise something for upgrades, it is important for companies to comply with their advertisements. I thought then that if we didn't get anything by July, I would send in to the Revdex.com, give a complaint on our local Yelp, or do whatever to get the attention of the marketing department of Guardian Protection Services.Desired Settlement: Desired Outcome: delivery of the Android tablet and a billing adjustment for the next 6 months showing a 50% reduction.

Business

Response:

July 13, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted] – Complaint ID #[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.

Guardian sincerely apologizes to Ms. [redacted] for any confusion related to her recent upgrade and the corresponding promotions offered by Guardian. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly and apologized for any miscommunication regarding the computer tablet and the discount to her monthly monitoring fees. Guardian has placed a credit to Ms. [redacted]’s account equal to a 50% discount of monitoring fees for a six-month period, as well as an additional credit for one full month of monitoring services in apology. Guardian also confirmed that Ms. [redacted] will receive a computer tablet at no charge however the tablets are currently on backorder for approximately four (4) weeks. Guardian will follow up with Ms. [redacted] in a few weeks to ensure that she has received the tablet as promised. Ms. [redacted] has expressed her complete satisfaction with this resolution.

Again, Guardian apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue providing her with her 24-hour security monitoring services.

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

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: Was quoted for a 3 year contract and given 5 year anyways

When my wife and I built our first home in 9/2012, the builder set up a meeting with Guardian Protection. The sales/rep for the company came out and met us right after closing (the same day).Desired Settlement: When my wife and I closed on our first home in 9/2012, the builder set up a meeting with guardian protection for the day of closing. Being first time homeowners and given the fact that we wouldn't be moving everything for another month, we thought it important to protect with a security system. The rep from Guardian, Marion, gave us the attached sheet with a quote for service. With our agreement we'd get the upgraded monitoring and iOS app compatibility for 39.95 because we were [redacted] Home

Business

Response:

September 11, 2015

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

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

For background, Mr. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“Ranger”). 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.

Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on September 7, 2012 at which time Mr. and Mrs. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is clearly designated as five (5) years. Both Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form. [redacted] installed and activated Mr. [redacted]s system on September 14, 2012.

On August 13, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account in order to engage another security provider. Guardian’s representative informed Mr. [redacted] that he remained within the five (5) year initial term of his Agreement. Mr. [redacted] stated that he believed his initial term to be three (3) years however he would consult his paperwork and contact Guardian at a later time. No further contact was received from Mr. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.

It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]s concerns in a manner that is fair and reasonable to both parties. Pursuant to the terms of Mr. [redacted]s Agreement, Mr. [redacted] may elect to cancel his account prior to the end of his initial term upon payment of an early termination fee. That amount is designated to be $1,006.80. Notwithstanding, in good faith Guardian is willing to accept a 25% reduction to the early termination fee in the amount of $755.10 to cancel Mr. [redacted]s account and all remaining obligation. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $755.10 to cancel Mr. [redacted]s account is extended until close of business on October 9, 2015 after which it will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

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 signed a contract through a door to door salesman on January 21, 2013 for 36 months of monitoring. The sales rep said he would pay off the early termination fee for my previous monitoring company as soon as I could send him an invoice. This was the first of my problems with this company. He responded via email when I sent him the invoice and said a check would be cut within a few days. After not hearing from him for over a week, I emailed and called and never received a response. At this point I was paying 2 different monitoring companies. I filed a Revdex.com complaint at that time and Guardian responded by sending a check.

Included with this package was an alert pendant to call for help. Shortly after starting to wear it, my intercom went off one night and I was asked if I needed help. I informed the man on the other end that I was eating dinner and I was fine. He would have been very helpful if I needed help. I was afraid to wear it after that, knowing it would send an accidental alarm.

Since they had my [redacted] number to debit each month, the first debit was over $45.99 the contractual amount. I called to see why and was told I was charged a service tax. I explained that, being originally from Pa., I was aware of this tax, however, it is a tax on services to customers in Pa. only and should not be charged to a Tennessee customer. The rep wanted to argue with me and said he would need something in writing from the State of TN before he would remove it. I told him I would attempt to get him something but he might want to check with a supervisor on his end. I did contact the State of TN Tax Dept. who told me they had never heard of such a tax and had nothing they could send me. Without any further contact with Guardian, they did remove the tax.

Now to the most current situation. I moved last summer, July, 2015, and started calling Guardian in the spring. The original salesman had told me if I moved, the system could be transferred to the new house. When I asked about this, I was told I would need to sign a new 3 yr contract to make up for the cost of the equipment at the new location. I declined to extend the contract. I was repeatedly told they could not close my account, even though I knew I was contractually obligated to pay until Dec. 2015. I was told I would continue to receive error messages, phone calls and mail regarding a non responsive alarm system. When I would be at the old house, the alarm was continuously beep until it was reset. If they keep written notes of all conversations, I can't recall exactly how many times I called them with the last time being in November 2015. I told them the December payment would be the last one and I wanted to be sure they didn't debit my [redacted] after that December payment. The man I spoke to corrected me and said I would have a January payment due. I told him I had the contract in front of me and my last payment was December. He put me on hold for a few minutes then came back to the phone and said I was correct and the last payment would be December 2015 but I would still have to call back after that to close the account. I was also told I would have to talk to the Retention Dept. before the account would be canceled. Knowing they would do their best to pressure me to sign another 3 yr contract, I wrote a letter to them, stating the house had been empty for months and I wanted the account closed. I reminded them my last payment has already been debited and was putting it in writing to be sure the account was closed. I also notified [redacted] to not allow any further charges but they told me they couldn't do anything until additional charges were made.

In January, 2016, Guardian Protection Services charged my [redacted] for another $44.99. I filed a dispute with [redacted]. They put a temporary credit on my account and sent the dispute to Guardian giving them 30 days to respond. After no response within the 30 days, the credit became permanent and I expected the matter to be settled.

I received a collection letter dated March 7, 2016 from Guardian stating my account was past due and I would begin to incur late fees. I wrote to them again and told them they did not respond to the [redacted] dispute and the matter was closed. Today I received a 2nd notice and stating there may be late fees on my account.

This needs to stop. Because of their 'services', I would never have a monitoring company again.Desired Settlement: Credit my account to a zero balance, closed this account and send assurance that there are no negative information on my credit report.

Business

Response:

April 7, 2016

Revdex.com

Attn: [redacted]

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Prior to receipt of your letter, Guardian waived the final balance due on Ms. [redacted]’s account. Said credit in the amount of $44.99 was applied on April 4, 2016. Please allow this letter to confirm that Ms. [redacted]’s account has been cancelled and she will receive no further billing statements from Guardian. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It's unfortunate that it took a Revdex.com Complaint to get them to respond. I have been dealing with these people since last spring when I knew I would be moving. It's been like pulling teeth. They never would close the account even though I agreed to continue paying the contract through December, 2015, the expiration date. Good Customer Service is almost impossible to find in today's world!

Regards,

Review: I was approached by a young man selling the system who is from Utah. Apparently he and his team comes every summer to sell the security systems. He was extremely pushy and would not leave my house under any circumstances. We took the security system and had it installed by them and said we would at least do the trial. We decided we did not like it and called 5 different times on different days to have it uninstalled they were supposed to have the lead technician call me and verify it was going to be uninstalled. Never happened. The guy was supposed to be at my house at 5:30p.m. he did not show up until 10:00p.m. Even the next day I never got a call apologizing how bad their customer service was. I would never recommend this company to anyone. The guy who sold us the product who was pushy also lied to us a lot. The only way he would leave was if we told him we called the police.Desired Settlement: n/a

Business

Response:

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

For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer known as [redacted] (“[redacted]”). [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]. All authorized dealers, including [redacted], agree in writing to comply with all Federal, state and local laws, and all other regulations applicable to their business activities. [redacted] is a customer-focused firm and is responsive to customer needs and support and as such, Guardian has provided [redacted] with a copy of Ms. [redacted]’s complaint and asked that they research this matter within their organization and take any appropriate action. Guardian is confident that [redacted] will address this matter accordingly.

Additionally, Guardian confirmed that Ms. [redacted]’s account was cancelled effective June 25, 2013 pursuant to the [redacted]s’ request. Guardian extends its apology to Mr. and Mrs. [redacted] for any negative experience and inconvenience.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Extremely poor customer service. They installed our products incorrectly. When they fixed only one of the many incorrect issues, they billed us for their mistake. We have called to rectify this many times and are promised a call back that we never receive. We called to cancel service with them and they said that we can't cancel because we are locked in a 5 year contract. We have even spoken to the original sales guy who admits that our install was done incorrectly from our agreement and how we discussed. He was also supposed to call us back and never followed up. We spent over $13,000.00 with them and expect them to treat a customer much better than this. We never even complained that they installed our equipment incorrectly until after only 13 months, the TV that we bought from them, went black. That's when they tried to charge us to fix a piece of equipment that we weren't supposed to have in the first place. They installed two remote boxes instead of the hdmi cable that we paid to have. Once they finally agreed to run the cable that was supposed to be there in the first place, it made those boxes obsolete.Desired Settlement: I would like the policy terminated and to not be billed for the obsolete box.

Business

Response:

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

For background, please note that Mr. and Ms. [redacted] originally met with Guardian in July 2011 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Ms. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Ms. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 8, 2011.

Ms. [redacted] expressed dissatisfaction in her letter regarding issues with low voltage equipment purchased at the time of sale and in receiving billing statements from Guardian related to repairs of the above-referenced equipment. Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. As a courtesy and in a good faith effort to bring swift resolution to this matter, Guardian agreed to waive the fees associated with said repairs. A credit has been applied to the [redacted]s’ account accordingly. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: In the Summer of 2012 we were working on our house and we decided to include a home security system in our renovation. We have had many home security systems over the years in the different houses we have lived in and are very familiar with the types of systems that are out there. I wanted a standard wired system with several key pads, door sensors and motion sensors. I contacted Guardian home security and was talked into one of their new wireless systems (not what I originally wanted). The system was installed and was nothing but trouble. Within several months I had had enough. I notified them that I no longer wanted their service and disconnected the entire system and offered to give them back all of the equipment that they had installed. That was December of 2012. They have hounded me for over a year about this and say that I signed a 2 year contract for service. I continue to tell them that their equipment and service were not what I originally asked for and that it was an inferior product, not to mention that the wireless system had to be hard wired to electrical outlets (exposed wires) wherever there was a keypad, essentially making it a wired system. Traditional Wired systems have power supplied by a main panel and all wires are buried in the walls. I have had many conversations with different people in their organization to resolve the issue. Their solution.Install a wired system for an additional charge of over $2,000 and honor the rest of the contract. Unacceptable! The only thing I told them that I would do to honor the contract was to get a wired system installed or install it myself, then contact them to resume monitoring services and they could then continue to bill me..That was unacceptable to them and they have continued to bill me. I have not been hooked to their system since that time (over a year) and refuse to pay any additional bills they continue to send me.Desired Settlement: I don't want their service or their equipment. I am not and have not been using their service since December of 2012. Stop billing me, calling me, sending me letters and close my account.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and clarify this matter for all parties.

For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as 1st [redacted], LLC. As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Guardian’s records indicate Mr. [redacted]’s sales transaction with [redacted] occurred on August 2, 2012 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) to engage monitoring services for an initial term of thirty-six (36) months. Mr. [redacted]’s system was installed and activated by [redacted] on August 13, 2012.

Mr. [redacted] has expressed discontent with the wireless security system installed at his home. Mr. [redacted] initially expressed discontent with the security equipment in January 2013. Upon learning of Mr. [redacted]’s dissatisfaction, Guardian immediately notified [redacted] of Mr. [redacted]’s concerns and requested that they contact him directly. [redacted] left numerous voicemail messages for Mr. [redacted] over a several month period to address his concerns. Guardian has been informed that Mr. [redacted] did not contact [redacted] in response to the messages left for him.

In September 2013, Mr. [redacted] contacted Guardian to request the cancellation of his account citing dissatisfaction with the wireless security system installed in his home. Guardian’s representative offered to work with Mr. [redacted] to upgrade his security equipment to a hard-wired system. Mr. [redacted] indicated he wished to install his own security system and have said system monitored by Guardian. Guardian’s representative informed Mr. [redacted] that Guardian could send a technician to program the system after Mr. [redacted] completed installation. Guardian’s representative quoted Guardian’s standard service rates and offered to waive the trip fee as a courtesy. Mr. [redacted] indicated he would contact Guardian after renovations in his home were complete and he was ready to move forward.

In October 2013, Mr. [redacted] informed Guardian that renovations were complete and that the existing system had been removed during renovations. Mr. [redacted] again inquired about self-installing a security system and having said system monitored by Guardian. Guardian’s representative informed Mr. [redacted] that Guardian could monitor a self-installed system as long as the equipment was compatible and can be programmed. Guardian’s representative quoted Guardian’s standard service rates for a technician to program said system and informed Mr. [redacted] that Guardian’s standard Extended Repair Agreement would not cover any self-installed equipment. Alternatively, Guardian’s representative provided several upgrade options to Mr. [redacted] should he wish for Guardian to install a system on his behalf. Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to discuss the contents of his letter. Guardian’s representative informed Mr. [redacted] that Guardian would like the opportunity to improve on the upgrade offers previously presented to him. Mr. [redacted] declined to discuss any offers and reiterated his desire to cancel his account.

After careful review of the above information, Guardian is respectfully unable to release Mr. [redacted] from the remaining term of his Agreement without further payment. Guardian has at all times honored its obligation under the Agreement and has made consistent good-faith efforts to resolve this matter with Mr. [redacted]. In a genuine effort to assist Mr. [redacted] in fulfilling his obligation, Guardian provided several offers to upgrade Mr. [redacted]’s security equipment to a hard-wired system. Guardian also offered to monitor a system which Mr. [redacted] chooses to self-install.

Guardian believes the above offers to be fair and reasonable. These options remain available to Mr. [redacted] should he so choose. Should Mr. [redacted] wish to cancel his account and remaining obligation immediately, he may do so by remitting the early termination fee as set forth in the terms of his Agreement. Finally, Mr. [redacted] may choose to remit timely monthly payments until such time that he is eligible to cancel his account.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

This is the exact type of response I have been getting from Gaurdian Protection Services. There is no real offer! There is no real resolution!

Let's review the FACTS.....

1) Most importantly...THIS IS NOT THE SYSTEM THAT I WANTED TO START WITH!

2) It was an INFERIOR piece of equipment.

3) As you can se by their response, Guardian did not begin keeping track of the details until after Sept. of 2013....A FULL 9 MONTHS from the time I disconnected the service.

4) I did speak with [redacted] and they told me that it was Guardian's problem. Guardian now says it was [redacted] fault (CLASSIC!)

5) [redacted] was not able to resolve the issues because the equipment could not be configured that way. THERE ARE WIRES TO THIS WIRELESS SYSTEM!!! There is also an BLUE LIGHT that is unable to be turned off that illuminates the room at night.

6) I was contacted by Guardian in Sept of 2013 to try and resolve the issue. A Mr. [redacted] facilitated a few calls in which no real resolution was offered. All he kept saying was, "I am sure we can work something out that is agreeable" and even said that "he had the authority to make it right". Not true!! The common response of "I'll talk that over with management." was given several times. The scenario that they came up with and actually had the nerve to propose was to extend the contract and charge me to install a new system. In the detail of that solution was a tactic to have me pay a fee of several hundred dollars in order to reduce the term, but essentially it was the same amount as if I would have paid for the additional year of monitoring. Classic "Bait and Switch"!

7) I even scheduled an appointment for one of their technicians to come out and look at the house. He came out, took a look at the house and agreed with every reason I had said for why I wanted a traditional wired system. The result of that visit was another call from another representative, this time offering to install the new system for OVER $2,000. UNBELIEVABLE!!!

8) Another incorrect statement by Guardian....They say that "renovations were completed". NOT TRUE! They still aren't complete. I never told them that and their own technician verified it when he was here. They just started billing me again.

9) Through this ordeal, they have threatened to ruin my credit rating and possibly take legal action.

So after my careful review of Guardian's response, it is affirmation that they have no TRUE intention of resolving these issues and only want to collect on something that they have not delivered.

Bottom line, I am not using the service and I haven't been for over a year. Why should I pay for something I am not using. I didn't like the product or the service, and as I have previousely stated....After dealing with this for over 14 months of not using this system (that I didn't want from the start) or their service, I will only accept the termination of my account with no penatlty fees or charges as a resolution.

Regards,