Guardian Protection Services Inc

Review: On October 28, 2013 I signed a contract with Guardian Protection Services to provide alarm service. We already had equipment in our house since we were previously using [redacted]. They waived the cost of equipment and we paid to add two motion detectors. They confirmed that all windows were protected. When they came to hook up their service they realized that some of the detectors were missing. I called the customer service and they said they would have to charge me for those even though that was not what was stated during the initial sale. Also, during the initial meeting with Guardian we explained to them our house was for sale and we were moving. We asked what the relocation costs were. They completed a certificate stating they would waive the relocation fee for 1 year. We ended up moving in February 2014. When I called their customer service they stated it would be $199 to relocate. I told them I had this certificate and they requested I send it in which I did. They called back and said the sales consultant should have never filled that out but they would honor it but we had to re-sign a 36 month contract. That was never ever told to us during the sale. The certificate we were given said the would waive the fee but does not say "with a new contract signed". I have sent a letter to their Executive Relations Complaint team stating that they have been deceptive and violated the addendum to our contract and therefore I want the contract terminated. They called me back and said now I don't have to re-sign a new contract and I can just continue. Also, they have charged me for 2 months of service when they are NOT even providing me a service. They also told me I needed to resign the contract because that is how they make up for the cost of equipment. However, both my old house and new house already have alarm systems installed so they are not providing me any equipment. They have been in complete violation of their contract.Desired Settlement: I would like to be refunded for March/April billing as they have not been providing service working this out and I would like our contract terminated.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.

Guardian has conducted a thorough review of the above account and offers the following information. For background, Ms. [redacted] entered into a Monitoring and Repair Agreement (“Agreement”) with Guardian on August 28, 2013 for an initial term of thirty-six (36) months.

On March 3, 2014 with thirty-one (31) months remaining in the initial term of her Agreement, Ms. [redacted] advised she was moving from the premises and inquired about relocating services to her new home. Guardian’s representative offered to activate the existing system in her new home at no charge in exchange for a new sixty (60) month Agreement, or for $195 in exchange for a new thirty-six (36) month Agreement. In response, Ms. [redacted] expressed that she possessed a “free move” certificate from her Guardian sales representative. Guardian had no record of such certificate and requested that Ms. [redacted] forward a copy for review.

Guardian received a copy of the certificate from Ms. [redacted] on March 7, 2014. Upon examination, the document indicated, “This certificate entitles the bearer to a monitoring credit of $100, with a newly signed agreement…” along with a handwritten note by the sales consultant which indicated, “Will waive the relocation fee for 1 year.” Based on this information, Guardian emailed Ms. [redacted] on March 11, 2014 and agreed to honor the certificate and waive the relocation fee in exchange for a new thirty-six (36) month Agreement.

On March 17, 2014, Guardian received a voicemail message from Ms. [redacted] at which time she disputed Guardian’s request that she extend her initial term by executing a new thirty-six (36) month Agreement. (Please note, Ms.[redacted] current initial term was 31 months; by executing a new thirty-six (36) month Agreement, the contract extension would add 5 months to her current term).

Ms. [redacted] contacted Guardian on March 28, 2014 and expressed discontent that she was being required to pay for the “free move” she was promised by her Guardian sales consultant. Guardian reiterated that the relocation fees were being waived pursuant to the certificate in her possession. Ms. [redacted] then expressed displeasure that her initial term would be extended by five (5) months upon execution of the new Agreement, and further requested that the new Agreement reflect no contract extension. Guardian’s representative informed Ms. [redacted] that he would review her request with a supervisor.

On April 4, 2014, a Guardian supervisor contacted Ms. [redacted] and reiterated that Guardian has agreed to honor the move certificate by waiving all relocation fees however the certificate does not indicate any promises made to waive contract extensions. Ms. [redacted] disputed the information relayed to her by Guardian’s supervisor and requested the cancellation of her account. Guardian’s supervisor explained to Ms. [redacted] that an early termination fee is required to cancel the account prior to the end of the initial term. Ms. [redacted] requested to speak with a manager. Guardian informed Ms. [redacted] that said person was out of the office until April 10, 2014.

On April 10, 2014, Guardian’s Director of Inside Sales contacted Ms. [redacted] to discuss her concerns. During that conversation, Guardian’s Director reiterated the requirement for a new Agreement and further explained that an initial term of 36-months is required to assist Guardian in offsetting the costs incurred by Guardian to dispatch a technician to install equipment, tie in existing equipment, establish a new account and set up 24-hour monitoring services in the new residence. Ms. [redacted] expressed her discontent with Guardian’s explanation and requested the cancellation of her account. Guardian’s Director apologized for Ms. [redacted] dissatisfaction and reviewed Ms.[redacted] relocation and cancellation options with her.

On April 23, 2014, Guardian contacted Ms. [redacted] to follow up regarding the relocation of her account. Ms. [redacted] requested a refund equal to two (2) months of monitoring services and reiterated her request that her account be cancelled.

In a good faith effort to satisfy Ms. [redacted], Guardian contacted her on April 24, 2014 and agreed to honor her request to relocate services in exchange for a 30-month initial term (no contract extension). Ms. [redacted] refused Guardian’s offer and requested to speak with a member of Guardian’s executive team. Guardian received the subject complaint shortly thereafter.

Respectfully, Ms. [redacted]’s statements that Guardian has operated in a “deceptive” manner and has “violated the addendum” to her contract are both false and without merit. Guardian has made every reasonable effort to resolve Ms. [redacted]’s concerns and has at all times honored its obligation under the Agreement. Guardian has in good faith agreed to accommodate all requests made by Ms. [redacted] by waiving standard relocation fees and by agreeing to transfer the balance of Ms. [redacted]’s current initial term with no contract extension.

It is important to note that Guardian’s Home Relocation Guarantee policy states a customer must satisfy at least twelve (12) months of the initial term to be eligible for the program which provides one (1) free basic system and a 25% discount on any equipment in addition to that provided in the basic system package, in exchange for execution of a new sixty (60) month Agreement. A customer who relocates within the first twelve (12) months of the initial term will be billed standard rates for any equipment installed in the new residence. Ms. [redacted] had satisfied only five (5) months of her initial term at the time she relocated from the monitored premises and therefore was not eligible for Guardian’s Home Relocation Policy. Notwithstanding, Guardian made a genuine effort to assist Ms. [redacted] in fulfilling her obligation under the Agreement by offering to relocate her services in exchange for a new thirty-six (36) month Agreement in lieu of the sixty (60) month Agreement set forth in Guardian’s Home Relocation Policy. When Ms. [redacted] disputed the new thirty-six (36) month Agreement, Guardian made further exceptions to its policy by agreeing to transfer the balance of her initial term (no contract extension) in an effort to satisfy her concerns.

Additionally, Ms. [redacted] states in her letter that Guardian indicated she would not be required to execute a new contract. Respectfully, this statement is inaccurate. Due to the nature of the services provided, the monitored site address is required to be memorialized in the agreement form which is acknowledged in writing by the parties. This was also explained to Ms. [redacted].

Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services in Ms. [redacted]’s former premises. The primary foundation for the initial term period as defined in Ms. [redacted]’s Agreement is to allow Guardian the opportunity to recoup its investment made in the home. The above services were performed with the expectation that Guardian will recoup its investment over the thirty-six (36) month term of the Agreement. Respectfully, Guardian has not been provided the opportunity to recoup that investment.

In light of the above information, Guardian is unable to cancel Ms. [redacted]’s account without further payment. Guardian does remain willing to work with Ms. [redacted] within reason to assist her in fulfilling her obligations under the Agreement. Guardian’s previous offer to relocate monitoring services to Ms. [redacted]’s new residence remains available to her. As previously stated, Guardian will honor the move certificate and relocate services at no charge to Ms. [redacted] in exchange for a new thirty (30) month monitoring agreement reflecting the address of the new monitored premises. Guardian will also apply a credit to Ms. [redacted]’s account equal to two (2) months of monitoring services upon relocation, as she has requested. Alternatively, should Ms. [redacted] wish to move forward with cancellation of her account, she may do so by remitting the full early termination fee as set forth in the terms of her Agreement.

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. [redacted] will concur. Guardian’s offer to relocate services shall be extended until close of business on May 13, 2014 after which it will be rescinded.

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 [redacted], Supervisor, at ###-###-####, ext. [redacted]. Ms. [redacted] has been authorized as the point of contact for Guardian’s executive team and will be pleased to assist you.

Sincerely,

[redacted], Senior Vice-President

Corporate Sales

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. Please note that I accept if the following conditions are met:

1) I am refunded for the months of March and April due to the fact Guardian did not honor the move certificate that stated I would receive free relocation within one year. Although this was a handwritten note, it was written and signed by their sales representative. The issues I have endured for this to be honored prohibited the transfer of service while waiting for resolution to this matter.

2) No additional charges are incurred for "adding" monitoring devices at our new home. Both our previous home and new home already have alarm systems installed from other service providers. When Guardian comes to our new home to activate the Guardian system we understand that this will be at no cost. In our previous home when Guardian came to activate the service they neglected to check all windows and therefore three windows did not have detection devices. When I called they were going to charge yet another fee. If they are truly offering 24 hour monitoring and protection then you would think they would want to ensure the whole house is secure. Since we already had paid for 2 motion detectors to be added with the confirmation from their sales representative that no other equipment fees would be incurred we did not have additional detectors added. Again this is another example of how the companies sales practices are deceptive so confirmation is needed they will not come to our new home to activate services and start adding on equipment costs. All windows and doors myst be protected at no additional cost.

Regards,

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s additional comments. Guardian reached Ms. [redacted] to follow up and facilitate resolution.

For background, Ms. [redacted] requested a refund for the months of March 2014 and April 2014. As stated in Guardian’s previous response, Guardian agreed to apply a credit to Ms. [redacted]’s account upon relocation of her monitoring services. Notwithstanding that such relocation has not yet occurred, Guardian applied such credit in the amount of $84.82 on May 12, 2014 as a good faith gesture.

Ms. [redacted] expressed in her recent letter that “Guardian did not honor the move certificate.” Respectfully, Ms. [redacted] statement is inaccurate. Guardian agreed to honor the promise made to her in writing, as defined in the move certificate, a copy of which is attached hereto.

Guardian has worked diligently to gain Ms. [redacted]’s satisfaction and has made every reasonable effort to accomplish the relocation of Ms. [redacted] system and services. Unfortunately, all of Guardian’s efforts have been rejected.

In her most recent correspondence, Ms. [redacted] made a new demand that “All windows and doors must be protected at no additional costs.” At no time did Guardian make a promise to provide an unlimited amount of electronic security equipment at no cost. However, Guardian did offer to conduct an on-site assessment at no charge to determine the number of devices that would be required; Ms. [redacted] refused. Guardian would certainly be willing to provide a reasonable number of devices in order to bring full satisfaction, however absent the ability to assess the site Guardian is unable to make such determination of the requirement. Regretfully, Ms. [redacted] has rejected every proposal made by Guardian to assist her.

To reiterate, Guardian’s offer is as follows:

1) Guardian will reprogram the existing system in Ms. [redacted]’s new home at no charge in exchange for a new 30-month Agreement. (The original understanding as written in the above-referenced certificate would have been a 36-month Agreement.)

2) Guardian will replace the control panel and one (1) keypad at no charge.

3) Guardian will agree to install up to four (4) door or window contacts at no charge to address Ms. [redacted]’s concerns regarding additional points of protection.

4) Any additional monitored system devices Ms. [redacted] would like to purchase will be offered at a 30% discount from customary pricing.

The above offers are extended for Ms. [redacted]’s consideration until close of business on June 9, 2014. After that date the terms of Ms. [redacted]’s original Agreement with Guardian shall apply. In such case, Ms. [redacted] may terminate her remaining obligation by remitting the early termination fee as set forth in the terms of her Agreement.

Guardian’s attempts to address Ms. [redacted]’s concerns are fair and reasonable and we remain hopeful of retaining her business. Thank you for the opportunity to respond to Ms. [redacted]’s additional comments. Should you have any questions, please contact [redacted], Supervisor, at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Senior Vice-President

Corporate Sales

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In my previous correspodence I did request that Guardian commits that they will not charge for additional equipment costs. This request was made due to the previous experience I had with Guardian and the continued deceptive manner in which they have misled me. When we signed the original sales agreement with Guardian the sales representative stated that the only equipment we needed were two motion detectors due to a deck we extended after our original system was put in. We agreed and paid for the motion detectors. After previously stated in my letter to Guardian, after the GUardian Service Representative left we realized there were multiple windows that the Sale Representative and Service Represenative failed to verify were secured. When I called Guardian they stated we would have to pay for additional equipment which I believe is misleading when the Sales Representative stated the only additional equipment needed was the two motion detectors which we agreed to pay for when we signed the contract.

Since our current new home is already wired for a security system I want confirmation that Guardian is not going to come in and start adding on additional costs. Guardian has stated numerous times during these discussions that the reason for their 3 year contract is to re-coup the costs of installing equipment. This statement makes no sense when they in fact installed no equipment in my previous home except the two motion detectors we paid for. Also, in our new home their original correspondence was they denied my request to not extend to a 3-year agreement to re-coup the costs of equipment. I do not undestand what equipment costs they are re-couping when they have not installed any in my previous home. Additionally, the certificate they attach states "One Free Relocation". There most recent correspondence states that they will send someone out at no charge. They should considering this is what the certificate states to me as a Consumer.

I strongly believe I was misled in order for the Sales Representative to sign a contract and feel I have continued to be misled. Guardian's sales practices are deceptive. They continue to tell me that they need the 3 year contract to re-coup the cost of equipment when they have not even given me any equipment. I do not want to continue any business with a deceptive company.

I request the contract be terminated on the basis they have misled me and continue to do so.

Regards,

Review: my complaint is about the refusal of service. I was tricked to switch from [redacted] to guardian,then half way threw the contract the motion senser went out ! now note they used [redacted] sensers which where 3 years old to begin with .now 1.5 years after sending complaints and my refusal to pay till I could use the service, to fix the problem they still refuse!they tryed too trick me into another five year contract to fix the problem! I still can not turn the alarm on ! but they are charging me steady through[redacted] so monthy I have to pay dispite the darn thing does not work and I am left unprotected!i still beleive they could fix this problem so they could monitor my home when I am not home but they want money for nothing ! they said they would send me batteries for the senser that went out for 40.00 cash ! now all sectors have gone out but of course all sensers are 7 years old and 5 of the seven products are [redacted] stuff . I am still being charged monthly but I refuse to pay !Desired Settlement: it is simple they should fix the system then I will pay for monitoring ! but they want money up front even though the system does not work !

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.

Guardian has conducted a thorough review of the above account and offers the following information. For background, Mr. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on July 30, 2010 for an initial term of sixty (60) months.

In April 2013, Mr. [redacted] contacted Guardian for assistance with a motion sensor which had suffered water damage due to an overflowing toilet. Guardian spoke with Mr. [redacted] on several occasions to assist him by offering troubleshooting tips for the device and further offered to schedule onsite service to repair and/or replace the device. Because the damage was not the result of normal wear and tear, Guardian informed Mr. [redacted] that the service appointment was billable at Guardian’s customary service rates. Mr. [redacted] declined to schedule service at that time.

In August 2013, Mr. [redacted] requested the cancellation of his account citing financial reasons. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel at that time. In an effort to assist Mr. [redacted], Guardian’s representative presented the following options to Mr. [redacted]: 1) To waive Mr. [redacted]’s account balance and delete the non-working motion sensor from the programming in exchange for execution of a new 36-month Agreement; 2) To cover up to $300 towards an onsite service appointment to repair and/or replace the motion sensor in exchange for execution of a new 48-month Agreement; or 3) To waive Mr. [redacted]’s account balance and cover up to $300 towards an onsite service appointment to repair and/or replace the motion sensor in exchange for execution of a new 60-month Agreement. Mr. [redacted] indicated he wished to consider the offers and would contact Guardian with his decision at a later time.

In September 2013, Mr. [redacted] accepted Guardian’s offer to waive the account balance due and delete the motion sensor from the programming in exchange for execution of a new 36-month Agreement. A new Agreement was prepared and mailed to Mr. [redacted] for his signature. Unfortunately, the new Agreement was not returned to Guardian and Guardian continued to remit monthly invoices to Mr. [redacted] accordingly.

In November 2013, Mr. [redacted] contacted Guardian and expressed dissatisfaction with the non-working motion sensor. Guardian’s representative offered to schedule an onsite service appointment billable at Guardian’s customary rates however advised Mr. [redacted] that he would need to remit payment on the account before an appointment could be conducted. Alternatively, Guardian’s representative reiterated the offer made previously to waive the account balance due and either schedule onsite service to repair/replace the device or remove it from programming upon execution of a new Agreement. Mr. [redacted] expressed that he wished to to remove the device from programming and waive the account balance due in exchange for a new 36-month Agreement. As such, Guardian prepared and mailed a new Agreement to Mr. [redacted] for signature. Subsequently, Guardian made numerous attempts to contact Mr. [redacted] to follow up on the status of said Agreement. Guardian was unable to reach Mr. [redacted] and due to the status of his account, his account was assigned to an outside agency for assistance.

On December 31, 2013, Mr. [redacted] contacted Guardian to express dissatisfaction with the balance due on his account. Guardian again reiterated the previous offers made to assist Mr. [redacted] in exchange for execution of a new Agreement. Mr. [redacted] accepted Guardian’s offer to waive the account balance due and schedule an onsite service appointment in exchange for execution of a new 60-month Agreement. Accordingly, Guardian prepared and mailed a new Agreement to Mr. [redacted] for signature. As a courtesy, Guardian placed Mr. [redacted]’s account on hold with the outside agency to allow him time to sign and return the Agreement. Unfortunately, Mr. [redacted] did not return the Agreement and after numerous unsuccessful attempts to contact Mr. [redacted] to determine the status, his account was placed out of service and returned to the outside agency for assistance.

Respectfully, Mr. [redacted]’s statement that Guardian has refused to service his account is utterly false. Guardian has offered on numerous occasions since April 2013 to schedule onsite service to repair and/or replace the motion sensor which had become inoperable by water damage occurring in the home. In a further effort to assist Mr. [redacted] in offsetting the costs of the service appointment, Guardian offered to cover part of the expense of the service appointment in exchange for execution of a new monitoring Agreement. As a further gesture of good faith, Guardian offered to waive the account balance due upon execution of said new Agreement. On three (3) occasions, Guardian prepared and mailed a new Agreement to Mr. [redacted] for signature, none of which were returned to Guardian. Respectfully, Guardian has made every reasonable effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement.

Notwithstanding the above, upon receipt of your letter Guardian contacted Mr. [redacted] and reiterated its most recent offer to schedule onsite service to repair and/or replace the motion sensor and ensure the system is working properly in exchange for execution of a new 60-month Agreement. As a further courtesy, Guardian offered to conduct said service appointment at no charge to Mr. [redacted]. Additionally, upon Guardian’s receipt of the executed Agreement, Guardian offered to remove Mr. [redacted]’s account from the outside agency and to waive the current balance due. Mr. [redacted] has accepted Guardian’s offer and a new Agreement was mailed to him for signature on August 21, 2014. Mr. [redacted] has acknowledged his understanding that an executed Agreement must be returned to Guardian before any of the above steps can be taken.

It is my hope that this letter has sufficiently addressed all questions related to this matter. Thank you again for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I keep getting called about the cellular going down on my alarm system, they at first told me that someone would call and schedule a service appointment in 2 days, 2 1/2 weeks later they called and scheduled an appointment. On the day of the appointment I was home waiting (told me between 12 and 2) at 2:30 I called them they laughed and said the person coming to the house had an emergency. Nobody called me they rescheduled for the next day technician came out told me the problem was fixed 2 days later I received a call and told me my cellular device is out again.Desired Settlement: Fix the alarm or get me out of my contract so I can go else where

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]’ concerns.

For background, Ms. [redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Ms. [redacted]’ sales transaction took place directly between [redacted] and Ms. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Given that the nature of Ms. [redacted]’ concerns relate to onsite service conducted by [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Guardian has been informed that [redacted] immediately contacted Ms. [redacted] and offered its sincerest apologies for the confusion and inconvenience related to recent onsite service appointments. Guardian was also informed that an [redacted] technician returned to Ms. [redacted]’ residence on September 19, 2014 at which time the technician installed a WiFi chip which increased signal strength. Prior to departing Ms. [redacted]’ residence, [redacted]’s technician tested all zones and confirmed receipt of all signals in Guardian’s Central Monitoring Station. [redacted] is a premier security provider and Guardian is confident that [redacted] will continue to work closely with Ms. [redacted] to resolve her concerns to her complete satisfaction.

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

Sincerely,

[redacted], Manager

Dealer Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear.

Review: misrepresented contract and did not stand behind how the contract was represented. We were told we would have fire protection on the contract they even put the fire department phone number on the contract to make it look like we had fire protection. Did not know until we got the certificate for home owners that we did not have fire. When we called about it they want more money.our home owners insurance went up for not having fire protection.They installed alarm with wrong code so it triggered at 2am when someone else's house was being tampered with.Alarm went off every half hour after that until we just completely shut it off. The company tried to charge a copay to come and fix there mistake had to argue to get the copay removed.then they acted like they did us a favor for wavying the copay. There copay was nothings for the panic we went thru that night. We set the alarm off one night accidentally and they came over the loud speaker my husband not thinking gave them the distress code (when you give this code they are automatically suppose to send the cops and not go any further) instead they tell him over the loud speaker that he gave the distress code snd was he sure that was the right code. When we called the next day all they said was "oh it was a new employee" there employees are always new and untrained. Found out our glass break sensors were cut and never hooked up when we were told they were good to go. POORLY WRITTEN CONTRACT that can be interrupted in many different way. Once we termed our contract early they are telling us we owe the remainder of the contract. But now they want to give us new equipment, fire protection everything we were suppose to have from the begining. But after 3 years of horrible service there is nothing they can do to keep us. While we are in the process of terminating the contract (going thru there hoops to terminate) we keep getting calls every night at 10:30 for false alarms which we have disconnected the alarm but the calls continue (even though we have talked to 3 different supervisor s that say have each said we will suspend the monitor until the termination can be completed but the calls continue.

DDesired Settlement: Guardian to accepted where they went wrong and offer a reasonable termination fee. To rewrite the contract where its is spelled out and not misrepresented. Train employees

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].

For background, Ms. [redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[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 or subsequent installation of Ms. [redacted]’s system. 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 that Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 19, 2011. The initial term of the Agreement is designated as a period of sixty (60) months. Mr. and Mrs. [redacted]’s system was installed and activated by [redacted] on May 19, 2011.

Ms. [redacted]’s letter to your office has requested that Guardian “offer a reasonable termination fee” in order to cancel her account. Upon receipt of Ms. [redacted]’s complaint, Guardian reached out to her directly to discuss her concerns further. During that conversation, the parties were able to reach a mutually agreeable early termination fee amount. Guardian confirmed that upon receipt of the early termination fee, Ms. [redacted]’s account will be cancelled and she will be released from all further obligation. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I initially inquired about a home security system back in September of 2014. My home already had Guardian equipment installed by the previous owner so naturally I contacted Guardian. I was verbally offered a 36 month agreement, three months of which were "free" if I signed up for service using autopay. When January 2015 rolled around I called Guardian to inquire why I had never been charged a monthly fee on my [redacted], the card I told Guardian to use for automatically processing payments. Guardian informed me that due to an initial credit I was issued when service was started and the three months free promotion that I would be charged until February.

Shortly after, I became victim to fraudulent activity on my credit card. I attempted to login to Guardian Protection to update my payment method because my [redacted] had to be cancelled due to the aforementioned fraud. The Guardian system wouldn't allow me to access the part of their systems where payment methods are entered. So, I called. The customer care representative tried a couple times to "reset" my account without success. The proposed resolution method was for me to read my credit card number to them so they could input into their system. I was told to monitor my email for a reset option soon to come. This email never arrived. I tried again today (July 2015) to login to update my payment information. The Guardian system kept cycling me back and forth. When I tried to access the customer login page, it stated that my account was locked out due to too many access attempts. So, I called Guardian. I was told that they would reset my account, to wait 10 minutes and try again. I hung up. I waited three hours and tried again. I was able to create a new login for the main Guardian Protection site; however, when I tried to access the payment system via the link to "make a payment" it stated that I was already an "autopay customer". I called Guardian again. This time, I stated that I initially tried to gain access to their site a few months back without success and that I was experiencing the same troubles again. Additionally, I told them that I have NEVER been able to gain access and that each time I try to change my payment method, a bandaid is placed on the situation and I'm told I have to just read them my credit card number. I told her that due to recent fraudulent issues I wasn't going to give her my card information. She assured me that she would "reset" my account to resolve the problem. I explained that the reset option was already done. She put me on hold, returned some time later and said to wait for an email indicating that my account password was reset; this email was to include a temporary password. I hung up. I did receive the email with the temporary password, but this time, the Guardian system wouldn't allow me to re-register. I called customer care again. She assured me that my account could be fixed by "resetting". I told her I've already been through that, twice today plus once back in March. I explained to this agent that I also asked for access to the system back in March without success. She put me back on hold. She told me that I should just read her my credit card numbers and I explained my recent fraudulent charge issues and that I wasn't comfortable giving her my card number...............back on hold. While on hold I continued to try to register. Criteria for password as follows................ 8-32 characters, first or last character can't be numeric. Also, I was directed to change my challenge question, which I did. I tried entering all of the information, multiple times without success. When I say multiple times, I literally mean SEVERAL different options for passwords, all of which met the required criteria. The agent returned to the line and I asked to speak with a supervisor who did take over the call. She apologized and told me she could resolve the issue. I explained that I've never had access to their payment system despite multiple calls back in March and now again in July. I was fed up at this point and explained that I was fed up and just wanted to cancel. Here comes the fun part..............contract. Sandy stated there was a termination fee to cover equipment cost. I responded with the fact that I didn't receive new equipment. Rather, it was already installed in the home. It was at that point that Sandy changed her answer to me owing 30 more monthly payments at $31.95 per month. I asked her why she changed her answer from "equipment cost" to "monthly payments". She didn't have a response. I asked Sandy to read to the verbiage in the contract which covers how many times a customer should have to call about an issue before it's actually resolved. She stated she was reviewing the contract and said that she couldn't find anything covering problem resolution. She, AGAIN, asked me for my credit card information verbally over the phone. I explained my identity theft issue. I escalated the issue to Sonny, another level supervisor. I explained the entire landscape of the situation. He explained that the termination fee applies similarly to wireless technology companies such as [redacted]. I explained that [redacted] termination fees apply to cover subsidy in equipment costs, not service. He then stated that unfortunately I was locked in to 30 more months of payments. I asked him to do the math...............service started in September of 2014. It is now July 2015. On a 36 month contract I should owe 30 more payments. He stated that the three month free offer means that the three free months don't count towards the 36 months. (lied to by initial sales rep). We went around for about 45 minutes. I requested the issue to be escalated higher. He did, and called me back 30 minutes later. He stated that his senior leadership team acknowledged their lack of ability to resolve the account access issues, but they firmly believe their service has been acceptable. He stated he could do something to help me get access to their online system...................but at this point, I have zero faith.

Here I sit in a contract that, per Sonny, doesn't now end until "March of 2018"??? How is this possible. This doesn't even make any sense! When I asked how many attempts a customer should have to make to resolve an issue before the problem is resolved, he said "one".

Terrible company.

I'm left with no option to have payments processed except to read them my credit card numbers and risk another fraud issue. That, or pay their $958 termination fee.Desired Settlement: Contract Cancellation

Business

Response:

July 27, 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 provide response and assist in facilitating resolution to his concerns.

Mr. [redacted] letter expresses dissatisfaction with the online access to his enrollment in Guardian’s auto pay program. Guardian understands Mr. [redacted] frustration and offers the following explanation.

Mr. [redacted] was enrolled in Guardian’s EZPay program at the time of his initial sales transaction with Guardian. As such, his enrollment was completed by Guardian on his behalf. When a customer attempts to access their account as a “new user” for the first time after being enrolled by Guardian, an error message occurs which indicates the customer is already registered in the system. When this occurs, Guardian’s Customer Service Department can reset the password which will generate an e-mail to the customer with a temporary password. Unfortunately at times, the e-mail with the temporary password is not immediately generated by the system which creates additional confusion and frustration. Guardian is aware of this delay with the website and is working on a new platform that will eliminate this problem.

Additionally, in reviewing Mr. [redacted] account, it appears that several Customer Service representatives may have misunderstood the issues Mr. [redacted] was experiencing and were resetting the Customer Care website, not the billing website. Guardian apologizes to Ms. [redacted] for any confusion and for the misinformation provided. Guardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid such circumstances in the future.

Upon receipt of your letter, a Guardian supervisor contacted Mr. [redacted] and offered the above explanation. Guardian’s supervisor was able to successfully assist Mr. [redacted] in gaining access to his account. In apology, Guardian offered to apply a credit to Mr. [redacted] account equal to six (6) months of monitoring services. Mr. [redacted] accepted the credit however reiterated his request to cancel his account.

Respectfully, Guardian is unable to release Mr. [redacted] from his contractual obligation absent payment of an early termination fee. Guardian apologizes to Mr. [redacted] for his frustration related to the billing issues however Guardian believes these issues to be fully resolved. Guardian successfully reinstated online access to Mr. [redacted] auto pay account and as a further gesture of good faith Guardian applied a credit to Mr. [redacted] account on July 20, 2015 equal to six (6) months of monitoring services. Mr. [redacted] has not reported any service issues and Guardian has received all regularly scheduled test signals from Mr. [redacted] system which would indicate his security system is functioning properly.

Should Mr. [redacted] wish to cancel his account at the present time, the terms of his Monitoring Agreement (“Agreement”) with Guardian dated September 11, 2014 state he may do so by remitting an early termination fee. That amount is designated to be $766.80. As such, upon Guardian’s receipt of payment of $766.80, Guardian will cancel Mr. [redacted] account and he will be released from all remaining obligation under the Agreement.

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

Sincerely,

Andrew [redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: When I signed up for services with Guardian the sales representative made clear that our first year of service would be free with a five year agreement. Two weeks into service they have already charged my account for the first months service. When I called to question the payment they say there is nothing they can do because they do not have my paperwork on file yet. Hard to believe that they can bill me before they have my contract on file. Also the sales representative assured me that there was no big penalty for cancellation of service(it was the first question I asked her). After speaking to the customer service representative I find out that I am responsible for 100% of the 5 year contract if I discontinue services. I have only had service for a few weeks and have been lied to twice by a company that I was trusting to protect my home. They will not even offer me a deal to break contract, but they sure did charge me for the "free" first years service.Desired Settlement: I would like to discontinue service with them.

Business

Response:

July 27, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

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

For background, Mr. [redacted]’s initial transaction with Guardian occurred on May 11, 2015, at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted]’s system was activated by Guardian on July 6, 2015.

On July 22, 2015, Mr. [redacted] requested the cancellation of his account stating he does not use the system. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and an early termination fee is required to cancel the account at the present time.

Shortly thereafter, Mr. [redacted] contacted Guardian again to dispute that monthly monitoring fees for July 2015 were drawn from his credit card as he was promised twelve (12) months of monitoring at no charge. Guardian’s representative explained that Mr. [redacted]’s sales paperwork had not yet been loaded into his account and he was unable to immediately confirm the terms of Mr. [redacted]’s sales transaction, however he promised to research and adjust the account appropriately. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint immediately thereafter.

Upon receipt of the complaint, Guardian reviewed the terms of Mr. [redacted]’s Agreement and confirmed the Special Conditions clause clearly states, “12 Months free monitoring.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian has applied a refund to Mr. [redacted]’s credit card for the payment drawn for July 2015. Guardian has also corrected Mr. [redacted]’s account to reflect twelve (12) months of monitoring at no charge.

Guardian spoke with Mrs. [redacted] on July 24, 2015 and offered the above explanation. In a good faith effort to earn Mrs. [redacted]’s satisfaction, Guardian also offered to waive the cost of the key fob ($162.38) which was invoiced to the [redacted]s’ account. Mrs. [redacted] reiterated the request to cancel the account and declined to entertain any resolution offered by Guardian which did not include cancellation without further payment.

While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian has agreed to accommodate the [redacted]s’ request to cancel their account without further payment. Guardian has waived the balance due on Mr. [redacted]’s account and upon cancellation the [redacted]s will receive no further billing statements from Guardian.

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

Sincerely,

Andrew [redacted], Manager

Customer Service Department

Review: I had my house broke in were my 75 year old mom was home they came through the window the alarms didn't go off unit they open the door to leave than I had carmes put in the haven't work right since the day I got them that over six month now they put news one in and told me I don't have warranty with the new ones all this was done after 8 sevice callsDesired Settlement: they give me new camers with out a warranty I fee; as if they broke the contract we had I real no long wait there sevice put am under comtract they didn't do they part of this contract

Business

Response:

August 7, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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] 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, Guardian offered to honor a 90-day warranty on the cameras installed in Mr. [redacted] home. Additionally, Guardian applied a credit to Mr. [redacted] account in the amount of $80 representing the time in which Mr. [redacted] cameras were not functioning properly. Mr. [redacted] expressed his satisfaction with this resolution. 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. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: They told me that I would have a $99 install, that all of my current equipment was in good working order. Once the installers got here they said they needed to replace a few window sensors, but they would still give me the $99 install price. They also promised me cameras, they billed me for the camera, they then told me they DID NOT have cameras, and refunded HALF of my money for the cameras they were unable to provide me with. They then billed my account $473.05 for the $99 install. This company has terrible reviews/complaints, I wish I would have read them before hiring them.Desired Settlement: I want a FULL refund of everything they have billed me, they can have their window sensors, etc. back. I want my money, all of it. The services have never been rendered, yet they took my money. On 5/15/15 they hit my account for $781.00, on 7/03/15 they refunded $307.95, the difference is $473.05.

Business

Response:

August 3, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns and clarify this matter for all parties.

Mr. [redacted] expressed dissatisfaction in his letter related to the refund provided by Guardian for the camera system. Upon receipt of your letter, Guardian reviewed Mr. [redacted] account and offers the following information.

For background, Mr. [redacted] Commercial Agreement (“Agreement”) dated May 14, 2015 designates the total price for all selected equipment (security monitoring and cameras) to be $1,562.00. Of that amount, $1,125.00 reflected the total cost of the camera equipment and $437.00 for the security monitoring equipment ($49 base package price + $388 additional equipment.)

Mr. [redacted] remitted an initial deposit of $781.00 at the time of sale. Subsequent to that date, Mr. [redacted] requested the cancellation of the security camera portion of his Agreement. Mr. [redacted] further requested a refund for all monies paid for the camera equipment. Pursuant to his request, Guardian did cancel the camera portion of Mr. [redacted] Agreement.

On June 3, 2015, Guardian invoiced Mr. [redacted] account in the amount of $473.05 ($49 base package price + $388 equipment + $36.05 tax) for the security monitoring equipment reflected in his Agreement. This amount was deducted from the $781 deposit made by Mr. [redacted] at the time of sale. Guardian issued a refund to Mr. [redacted] credit card for the difference in the amount of $307.95 on July 2, 2015.

Based on the above information, Guardian does not find any further amounts due to be refunded to Mr. [redacted].

Upon receipt of your letter, the general manager of Guardian’s [redacted] branch went to Mr. [redacted] place of business in a genuine effort to offer assistance and address this matter directly. Regretfully, the general manager was not provided the opportunity to assist in any way. Mr. [redacted] demanded the cancellation of his account at that time.

Respectfully, Guardian is unable to cancel Mr. [redacted] account without further payment as he remains within the initial term of his Agreement. Guardian incurred significant cost in Mr. [redacted] system by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recover its investment over the thirty-six (36) month term of the Agreement.

Should Mr. [redacted] wish to cancel his account, the terms of his Agreement state he may do so upon remitting an early termination fee in the amount of $1,433.25. Therefore, upon receipt of payment of $1,433.25, Mr. [redacted] account will be cancelled and he will be released from all remaining obligation under the Agreement. Alternatively, Mr. [redacted] may elect to remit timely monthly payments and continue to utilize the security monitoring services to which he engaged Guardian to provide.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

Review: I like many others were tied into a 5 year contract by falsification by the sales person, giving the old ( this only locks in the price from going up for 5 years), After a year of poor service with several problems to low battery, door open messages etc, I was thought I could cancel service, called up and found out I had been hoodwinked into a five year contract, buyer beware! Problem 2, the service is unreliable, several Low battery messages (they will charge you 25.00 to give you a history of problems), Had people not show up for service call, etc... I had a shortage one month last fall, and got a decline auto pay, somehow they dropped the other payments, and when I had another low battery message, that comes with a high decibel chirp sound every few minutes, that I tried to clear, but failed, I called the customer service department who told me I was now 120 day late, and refused to tell me how to shut the chirp off, so I have had to exist for a couple of days with the noise, until I had to muffle the unit with sound proof packing and card board, called today and paid one months and will do so every Friday until caught up, this is the greatest scam I have ever seen, If you don't pay, we will torture you and your family until you comply! and I had to beg to get that to happen.Desired Settlement: To have this contract voided, and stopped, due to dishonest sales, poor reliability, poor customer service,

Business

Response:

January 26, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

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

While Mr. [redacted]s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 4, 2014, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Both Mr. and Mrs. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Both Mr. and Mrs. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on August 4, 2014.

Mr. [redacted]s letter expresses discontent related to low battery issues and “door open messages.” Guardian’s records indicate Mr. [redacted] contacted Guardian for assistance with a low panel battery on September 20, 2014. Mr. [redacted] also informed Guardian that the door sensor had fallen off, however advised he would remount the device himself. Guardian assisted Mr. [redacted] with silencing the beeping related to the low battery. Guardian also immediately notified [redacted] of Mr. [redacted]s concerns and requested that they schedule onsite service as soon as possible. Our records indicate [redacted] did contact Mr. [redacted] to schedule onsite service however Mr. [redacted] informed them that he no longer needed assistance. Guardian has no record of any service appointments whereby the technician missed the appointment as asserted by Mr. [redacted] in his letter.

On May 30, 2015, Mr. [redacted] contacted Guardian for assistance in clearing an error from his keypad. Guardian’s representative successfully assisted Mr. [redacted] in resetting his master user code and clearing the keypad. Prior to ending the telephone call, Mr. [redacted] requested to speak with a supervisor in order to express his gratitude for the assistance provided by Guardian’s representative.

On August 31, 2015, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and that an early termination fee was required to cancel. Mr. [redacted] disputed the five-year initial term of the Agreement. A copy of the Agreement was mailed to Mr. [redacted] at that time for his review.

Guardian made numerous attempts to contact Mr. [redacted] over the next several months regarding the status of his account. Guardian was unable to speak with Mr. [redacted] until January 17, 2016 at which time he requested assistance for a low panel battery. Guardian’s representative explained that onsite service could not be scheduled due to the past due balance on the account. Mr. [redacted] called back on January 19, 2016 for assistance with beeping from the keypad related to the low battery issue. Guardian’s representative assisted Mr. [redacted] in silencing the audible beeping. Mr. [redacted] again requested onsite assistance, however Guardian’s representative politely explained that a payment would need to be remitted before onsite service could be scheduled. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. During that conversation, Guardian offered to schedule a technician to replace the panel battery at no charge to Mr. [redacted]. Guardian also offered to apply a good faith credit to the account in the amount of $140.48. Mr. [redacted] declined the credit to the account however did accept the offer for onsite service. [redacted] has scheduled onsite service to take place on January 29, 2016. Mr. [redacted] informed Guardian that the only resolution he would accept is full cancellation of the account effective July 2016, essentially reducing his initial term from five (5) years to two (2) years. Guardian’s representative politely explained that Guardian was unable to accommodate his request.

Guardian apologizes to Mr. [redacted] that its efforts to resolve his concerns have not met his satisfaction. Respectfully, Guardian is unable to cancel Mr. [redacted]s’ Agreement with [redacted] in July 2016 as he has requested. Guardian’s records indicate Mr. and Mrs. [redacted] knowingly and willfully executed a five (5) year Agreement with [redacted]. Guardian believes the resolution offered above to be fair and reasonable to all parties and is hopeful the Revdex.com will concur.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

Avoid this company and their service. This is truly one of worst companies I've ever done business with. They prey on senior citizens and rip them off. My mother and father in-law are senior citizens and a Guardian Protection dealer came to their door unsolicited. They told my parents they were going to get an upgrade to their security system (they were already [redacted] customers). After installing the "free upgrade," they had them sign a contract (which they should not have done, but was under false pretense). Once my parents received an update from [redacted] they realized they were scammed. They then contacted Guardian to get out of the contract, which Guardian would not allow. They've now moved from their home and after paying Guarding for their service for over a year, and Guardian demanded a $2000 buyout. After my wife explained the problems to Guardian, they made it clear they don't care about seniors, or their own reputation. She escalated this problem several levels within Guardian's management and dealt with a woman that was belligerent and contemptible. Buyer beware!

Review: The old Bait and Switch. In October of 2010 we had a sales rep walking through our neighborhood "Allied alarm" representing Guardian Protection Services and sold us a protection/alarm service for our home. I had spoken with the representative at the time and said I was not interested as we would be moving within a couple year time frame and had no interest in transferring the system or getting involved in a contract longer than two years. I was told that could be done and that he would set up an appointment with my wife later in the week to set up the two year contract. Come to find out that was done and a 5 year contract was signed and sold to my wife without me present. My wife had no idea that she had signed a 5 year contract as she knew we would be leaving the neighborhood within the next two years and I had told her two years was all we would agree to. My wife had undergone extensive health treatments on her brain in the summer of 2010 including some electrical shock therapy before signing the contract. As a matter of fact two weeks after the contract signing we were at the Mayo Clinic in Rochester, MN to have her reviewed and studied for a metastasized brain tumor that she had battle over the summer of 2010. I also underwent unexpected triple by-pass heart surgery two weeks after the signing of the contract by my wife out at the Mayo Clinic. I feel as though we were taken advantage of by the sales team representing guardian at the time and they pulled the old bait and switch. Tell us they can do a two year contract and then get my wife alone in a state where she may or may not have been in her right mind to sign a contract for a longer term period all knowing that we would never fulfill the end of the contract. We have since moved three summers ago and had notified Guardian that we would be terminating the contract. We continued to pay on the contract all along the time we owned the house even though the alarm system was not connected to any number since July 2012.Desired Settlement: bill should be marked paid in full as we continued to pay for over a year without any service and many times notified guardian that we wanted the contract discontinued. They recently sent my wife to collections for $946.96 the remaining balance they feel is left on the contract for the 5 year period at $35 a month. I feel as though we paid in excess of the two years that we originally had verbally agreed to with the sales person that represented Guardian before the bait and switch was pulled.

Review: Someone has been bypassing the alarm system and entering my house for the last 2 years.I have some robbery issues and breakage issues too.I called on numerous times to try to rectify this problem.Finally I decided I wanted out of the contract cause I wasn't feeling safe.I was urged by [redacted] to try a camera and I agreed which also increased the contract time.This wasn't a camera--it turned out to be a image sensor which from day one caused me more stress than ever.it worked and didn't work.I had numerous techs out trying to figure the problem.Finally someone changed this sensor into a something that causes the alarm to go off when someone passes by it--which wasn't the case before--there were 3 false alrms which entailed the cops--not good.I complained many times that as they by passed the alarm so they would the image sensor--which occurred.I had the sensor removed then asking for an out door camera--which I had thought I was getting initially.I was told that I had to pay $20.00/mo for the camera and $20.00/mo for a repair contract.I can hardly pay the regular monthly charge now--not $40.00 added on.There was a tech out here who told me that there was a hardwired camera added to my system that Guardian had no idea of. I do not know what kind of crap is going on here but your customer service manager--a gentleman--is rude and has no people skills.I am a disabled senior.Desired Settlement: I want out of my contract as dealing with guardian is so time consuming and stressful.I cannot keep repeating myself to all your people and the quality of service is dreadful.How could you expect me to sign a contract with a no repair clause-with the poor record of your equipment?I am a prisoner in my own home --I actually had packed my things to move until [redacted] talked me into getting a camera which turned out to be a great big dud.

Business

Response:

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

Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. [redacted] to address her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the initial term of the Agreement, in this instance Guardian will agree to accommodate Ms. [redacted]’s request to cancel her account without further payment. Ms. [redacted]’s 24-hour monitoring services were terminated effective January 8, 2015. Additionally, Guardian has agreed to issue a refund to Ms. [redacted] in the amount of $16.53. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: I had six months left on a 3-year contract with Guardian Protection Services. The company monitors my alarm system through a [redacted], which utilizes cellular towers to communicate instead of a land-line. The towers that the [redacted] run off of are through [redacted], and were upgraded to support 4G. Once updated, my [redacted] ceased to communicate with Guardian. I contacted Guardian customer service about the issue and their first resolution was to send a technician out ($75) to install a new upgraded [redacted] ($150+). The alarm system was installed when my house was built, so the [redacted] was free with my purchase. I contacted Guardian again a few weeks later to find out when my contract was matured; the customer service representative asked me to explain the issue again. Their resolution this time was to sign a new contract with them, and they would upgrade my system to the new interactive system and I would have to purchase a new [redacted]. I declined their proposal and decided to let my contract mature. The company contacted me again a couple months later about upgrading my [redacted], in which I had to explain my situation again. Once more I was given the upgraded system proposal, in which I declined. It dawned on me that if my [redacted] was not communicating with Guardian, how are they monitoring my system? Since they weren't monitoring my system, why was I paying $42.85/mo for their monitoring services? After six months of no service from Guardian, I contacted customer service again to cancel their services. Once again I was given the option to upgrade my system and sign a new contract, but why would I continue to pay for their services when they weren't rendering them in the first place? If the company is known for monitoring security systems, why didn't they call me to let me know that they lost communication with my system? Because they aren't truly monitoring the system. They are waiting for the system to send them an alarm. This is poor business practice and I will never recommend them to anyone seeking those types of services.Desired Settlement: Six months of monitoring services cost me $257.10. I would like a refund of this amount for services that weren't rendered.

Business

Response:

March 16, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

RE: [redacted]

Dear [redacted]:

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

[redacted]’s letter expresses discontent that his security system was not functioning properly and that he continued to remit payment for monthly monitoring fees during this time. As a result, [redacted] has requested reimbursement for six (6) months of monitoring services. Guardian has reviewed its records in response to [redacted]’s concerns and offers the following information.

In November 2014, with just over three (3) months remaining in [redacted]’s initial term, Guardian did not receive a regularly scheduled test signal from [redacted]’s residence. Guardian assisted [redacted] in conducting a test of his system which confirmed that signals were not being properly transmitted to Guardian’s central monitoring station. Guardian’s representative reviewed [redacted]’s account and informed him that his equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4G. Guardian’s representative offered to replace the device at no charge to [redacted] in exchange for a new 36-month agreement. Guardian’s representative also informed [redacted] that he would receive a 7” tablet at no charge in apology for the inconvenience. [redacted] declined the offer as he did not wish to extend his contract. In an effort to assist [redacted] in restoring communication from his system, Guardian’s representative then offered to replace the device at no charge in exchange for a $75 technician fee. [redacted] declined Guardian’s offer and expressed dissatisfaction with the $75 installation fee. [redacted] further stated that he wished to complete the initial term of his agreement and then cancel his account.

On January 13, 2015, [redacted] contacted Guardian and requested the cancellation of his monitoring services, citing dissatisfaction that he was remitting monthly monitoring fees while his system was not transmitting signals. Guardian’s representative reiterated the previous offer to upgrade the cellular radio at no charge in exchange for a new 36-month agreement. In addition, Guardian’s representative offered to lower [redacted]’s monthly monitoring rate and to upgrade his system to interactive services. [redacted] stated he wished for time to consider the offer.

Guardian spoke with [redacted] on February 27, 2015 and inquired if he had considered the previous offer to upgrade his equipment. [redacted] expressed he did not wish to complete the upgrade and that he intended to cancel his account at the end of his initial term. [redacted] further expressed discontent that he would be required to remit a $75 installation fee to replace the device without executing a new agreement.

On March 11, 2015, [redacted] requested the cancellation of his account. Prior to processing cancellation, Guardian’s representative reviewed the previous offer to upgrade [redacted]’s equipment to interactive services, provide and install a new cellular radio at no charge and lower his monthly monitoring fee in exchange for a new 36-month agreement. In good faith, Guardian’s representative also offered to provide [redacted] with six (6) months of monitoring service at no charge in apology for the inconvenience. [redacted] declined Guardian’s offer and requested to move forward with cancellation. Pursuant to his request, Guardian has processed [redacted]’s account to be terminated effective March 31, 2015. Guardian received the subject complaint shortly thereafter.

Upon receipt of the complaint, Guardian reached out to [redacted] directly to provide explanation. During that conversation, Guardian’s representative reviewed with [redacted] the upgrade offer presented to [redacted] in November 2014. At that time, [redacted] declined to upgrade his equipment and informed Guardian that he wished to cancel his account when his initial term expired in a few months. Guardian’s representative explained that had [redacted] pursued cancellation of his account in November 2014, the terms of his agreement would have required an early termination fee in excess of $1,500. By continuing to remit monthly monitoring fees until the end of his initial term on February 28, 2015 (four payments of $42.85 = $171.40), [redacted] saved a significant amount of money. [redacted] expressed his understanding with Guardian’s explanation and further stated that he is happy with his decision to complete his initial term prior to cancelling his account.

Thank you for allowing Guardian the opportunity to address this matter for [redacted]. Should you have any questions, please contact me directly at [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: I had Guardian installed last year and had no real issues until I moved. We were considering moving so I asked the sales rep what impact that would have on us. He said that we got 1 free move so do not worry about it. Once we were in our new home we were told the free move was only for a base package but since we were an existing client they would give us a great deal on what we needed (4 doors 6 windows and a motion detector), she quoted us just over $200 IF we would sign a 5 year contract. I looked at their website and saw this [redacted] , exactly what we need for $99 and a 3 year contract. They also did not want to send out anyone to our home for a new needs evaluation even though they insisted on it when I was not a client. I also caught the person I was talking with ([redacted] ###-###-#### ex [redacted]) in what seemed to me to be inaccurate statements about other items(she said our 6 month old system was "outdated" so we should leave it behind but later told me that was part of the reason I needed to pay for a new install etc....)Desired Settlement: I want the move FREE as I was told, if they want to stick to the letter of the contact they should at least offer "valuable existing clients" a better deal than what they are advertising. If I was thinking about becoming a client of Guardian I would read over their contract with a fine tooth comb, especially if you are considering moving.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and address any customer question or concern.

Our records indicate that Mr. [redacted]’ original transaction with Guardian occurred on October 17, 2012 at which time Mr. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term of Guardian’s standard monitoring Agreement is sixty (60) months, however at the time of sale the term was amended to thirty-six (36) months at Mr. [redacted]’ request. Mr. [redacted] provided his written acknowledgement of the agreed-upon term by affixing his initials beside the separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

Mr. [redacted] was also provided three full business days following the sales transaction to review his transaction paperwork and cancel it with no further obligation had he desired. This fact is evidenced by the “Notice of Cancellation” form, which also bears Mr. [redacted]’ signature. Mr. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations and incurred significant expenses to do so, which are recouped over the initial term of the Agreement period.

On August 12, 2013, Mr. [redacted] informed Guardian that he planned to move to a new residence. Mr. [redacted] expressed that he was interested in relocating services and wished for an onsite evaluation of his new home. Guardian made seven (7) attempts to contact Mr. [redacted] to schedule the onsite evaluation however was unable to reach him until October 14, 2013.

An onsite evaluation was scheduled for and conducted on November 5, 2013 after which a recommendation was made based on the security needs in Mr. [redacted]’ new home. Subsequent to the evaluation, Guardian offered to provide and install:

1. 1 basic security package --- No Charge

· 1 alarm control panel

· 1 stand-by battery

· 1 AC power 1 transformer

· 1 control keypad

· 1 motion detector sensor

· 3 door/window contact sensors

2. 1 additional door contact --- No Charge

3. 2 additional window contacts --- No Charge

4. 4 additional window contacts --- $15/each

Guardian offered to provide and install the above equipment in exchange for a $199 installation fee and execution of a new 60-month monitoring Agreement. Mr. [redacted] expressed dissatisfaction with the costs associated to provide and install the new security system and further expressed that he was promised a free relocation by his original Guardian sales consultant. Guardian’s representative explained to Mr. [redacted] that the free relocation covers the basic security package only and that his security needs exceed the equipment provided in the base package. Guardian’s representative further explained that Guardian made a significant investment by providing and installing security equipment in Mr. [redacted]’ previous home with the intention to recover that investment over the 36-month term of his Agreement. Guardian has not been provided the opportunity to recover that investment which is why a minimal installation fee is required to relocate Mr. [redacted]’ system. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, Guardian has agreed to provide and install the above listed equipment in exchange for payment of $120 and a new 60-month agreement. Upon activation of services, Guardian will apply a credit equal to 4 months of monitoring services. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I wish to file complaint against Guardian Protection Services. In January 2011, I had

a unit installed in my home at [redacted]. Everything was going fine until last summer

when they started calling to tell me I had a low battery in the key pad. I had my son check this and he told

me there was no battery in the key pad. He talked with a tech at Guardian and he had him go to the

computer to see how to install this battery at which time he knew there was no such battery there. This

Meant I had gone 2 V I years with no battery. I was sent a bill for $40.00. I feel this is unfair as there

should have been a battery in it from the start. I agreed to pay $25.00 plus cost of the new batteries for a

man to come out and change out all of the batteries. I am 85 years old so it was impossible for me to do

this. The man came out here but did not bring a battery with him He went to

[redacted] to buy what he needed but they did not cany any of the batteries needed. Then they started

calling me to pay this. 1 told them I did not intend to pay. Then they started calling that I had a low battery

again. Last Tuesday, November 19,2013, the alarm kept going oflTfor no reason, I would call begging

them to do something about it. Finally a girl told me to unplug it from the wall or take the key pad cover

Off which I did after it ringing from 3:30am and did not stop until 9:00 am November 20. I have not heard

another word from them until this morning when the girl called about my past due balance of $85.00 which

is for another battery that doesn’t, work correctly.

Desired Settlement: I would appreciate someone looking into this complaint, th ey have never missed their bank withdrawal of

$48.70 due the 1st of each month.

Business

Response:

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

Ms. [redacted]’s letter expresses concern regarding issues with the billing of her Guardian account. Upon receipt of your letter, Guardian contacted Ms. [redacted] and waived the balance due on her account. Guardian also applied a credit equal to one month of monitoring services. Ms. [redacted] has expressed her complete satisfaction with this resolution. 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 ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have had guardian since right after moving into my new home. I have had nothing but problems out of the from day 1. first I was on auto pay then I magically got taken off of auto pay and they would only send me a bill every 3 to 4 months at which time it would have late charges. I tried to get them to put me back on auto pay but they never did. I also have had nothing but problems out of their system. I never once armed it. I called because one day it kept going off some time in may of 2013. after calling multiple times and having to listen to the beeping for days they finally said they would send someone out I also let them know again at that time I wasn't on auto pay anymore and would like to be put back on which they never did. The day they finally sent someone out to fix it they didn't notify me in time and I was at work so they did not fix it because I wasn't home and they didn't give me enough notice. I told them on many occasions that I did not want their services anymore because they would not come out and fix their product. Just last night I called May 22, 2014 because the alarm system started beeping at 10:30pm while I was trying to sleep and wouldn't stop going off. They were rude and would in no way help me make it stop. they told me that they couldn't help without the system being right there in front of them. Every time I called them they were rude to me disrespectful and over all just horrible when it comes to customer service. I never once got any help from them when I had a problem with it. I finally unplugged the system from my garage and took the battery out of the control panel so I could get some sleep last night. Some people have to work and can't run their work around a terrible security company.Desired Settlement: I want their system taken out of my house they can have all of their equipment that has never worked right back. I also want this taken off of my credit. I refuse to pay for a service that doesn't work and terrible customer service. I want them to take it off my credit take their stuff and to never hear from them again.

Business

Response:

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

It is important to first 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]. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on June 27, 2012 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term of the Agreement is designated as a period of three (3) years. Mr. [redacted]’s system was installed and activated by [redacted] on June 27, 2012.

Mr. [redacted]’s letter expresses dissatisfaction with his enrollment in Guardian’s auto pay program. Guardian has reviewed its records and found that Mr. [redacted]’s enrollment in Guardian’s EZPay program was cancelled on July 16, 2012 after Mr. [redacted]’s regularly scheduled monthly payment was returned due to a cancelled or invalid payment form. Guardian did subsequently speak with Mr. [redacted] and offered to assist him with re-enrollment in the program. Mr. [redacted] indicated he was at work and declined to re-enroll at that time. Guardian’s records indicate no further discussions with Mr. [redacted] regarding the auto pay program, nor do records reflect Mr. [redacted] requesting to re-enroll at any time. If Mr. [redacted] made such a request directly to [redacted], Guardian would have no record of such discussions.

Mr. [redacted] also expresses discontent with requests for onsite service. Guardian has reviewed its records and confirmed that Mr. [redacted] contacted Guardian on July 2, 2013 to request a service appointment. Guardian immediately forwarded his request for onsite service to [redacted], the servicing company for Mr. [redacted]’s system. [redacted] contacted Mr. [redacted] and scheduled onsite service to take place on July 5, 2013 between the hours of 12:00pm and 5:00 pm. [redacted] arrived for the appointment at 1:37pm on July 5, 2013 as scheduled. Upon arrival, [redacted]’s technician found no one at the premises to allow access to the security system. After waiting a reasonable period of time, the technician departed the premises to attend his next scheduled service appointment. Mr. [redacted] states in his letter that [redacted] “didn’t give me enough notice.” Respectfully, our records indicate that [redacted] arrived for the service appointment during the timeframe previously agreed upon by Mr. [redacted]. Guardian subsequently made numerous attempts to contact Mr. [redacted] to assist him with his system and to reschedule the service appointment. Mr. [redacted] declined to accept Guardian’s telephone calls.

Mr. [redacted]’s letter also expresses that Guardian’s customer service representatives were “rude” and “disrespectful” to him. Guardian has conducted a thorough review of Mr. [redacted]’s account in response to this assertion, including a review of all telephone calls with Mr. [redacted]. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) A detailed review of Mr. [redacted]’s most recent conversations revealed that Guardian representatives have consistently provided courteous, professional and expert assistance. At no time were Guardian representatives "rude" or “disrespectful” as asserted in Mr. [redacted]’s complaint. To the contrary, Guardian’s representatives conducted themselves with the utmost professionalism and remained helpful at all times in an earnest and good faith attempt to assist Mr. [redacted].

Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to review his concerns. As of this date, Mr. [redacted] has declined to return the message left for him by Guardian.

Because Guardian is contracted by [redacted] to provide 24-hour security monitoring for Mr. [redacted]’s account, Guardian does not possess the authority to terminate his Agreement with [redacted] as he has requested. Guardian has advised [redacted] of Mr. [redacted]’s complaint and desire to cancel his Agreement with their firm. [redacted] is a highly respected firm and has authorized Guardian to provide the following resolution offers to Mr. [redacted]:

1) [redacted] will schedule onsite service at no charge to Mr. [redacted] to ensure his system is functioning properly. Upon completion of a satisfactory service appointment, Guardian will review with Mr. [redacted] the timeframe in which he feels he was without service and discuss a potential credit to his account representing that timeframe; or

2) Should Mr. [redacted] wish to cancel his account prior to the end of his initial term, he may do so by remitting the full early termination fee as set forth in the terms of his Agreement with [redacted].

The above offers presented to Mr. [redacted] by Guardian are the same offers to which [redacted] has authorized Guardian to extend. These offers are made available to Mr. [redacted] until close of business on July 7, 2014 after which they will be rescinded.

Guardian is hopeful this explanation assists in clarifying Guardian’s role in servicing customers of [redacted]. Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: Was contacted at my home door by a gentleman who identified himself as [redacted] with [redacted]. He provided me with my name as if he had my information about my account with a local security company and stated that he was in my neighborhood replacing outdated keypads for free for my service provider. I explained to him that I was not made aware of the situation by my service provider, at which time he tried to tell me that if I had the keypad replaced by my provider that it would cost me but he was in the area replacing the pads at no charge. Once again I stated that I would not be discussing my security account with an unsolicited person at my doorstep. I immediately contacted my security provider ([redacted] in [redacted]) who confirmed to me that they did not give out my information and that the individual was most likely either a salesman for another company or a scammer. I stepped outside and confronted "[redacted]" to get additional information where he revealed that he was in fact a salesperson for Guardian. I asked for a card, but he only flipped around his name tag quickly stating that he was "[redacted] with Guardian" and did not have any other means of identification. When asked about how he received my information he was not forthcoming, but when I suggested that he only got my name through public records and not through the means he originally gave me (saying he had my information from my providers info), he began to backtrack and said he was sorry I misunderstood. I repeated that I did not misunderstand and that I clearly saw through his attempts to represent my security company. A note has been filed with my security company account regarding this incident.Desired Settlement: Would like to have this companies sales policies and tactics looked into, as less informed people could be tricked into believing they were agreeing to services authorized by their service company when in fact this company is preying on people by leading them to believe their equipment is outdated or inferior.

Business

Response:

Thank you for forwarding Mr. [redacted] concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian takes such matters very seriously and has conducted a thorough investigation into Mr. [redacted]’ assertions. Our research into this matter has revealed that Guardian has no employees, no business offices and no authorized dealers operating in Mr. [redacted]’ area and therefore our company has been unable to tie Mr. [redacted]’ allegations to any activity conducted by our firm. Please note that Mr. [redacted]’ complaint was vague and lacked factual detail; in an effort to obtain additional information, Guardian contacted Mr. [redacted]’ at the daytime telephone number indicated in his complaint (###-###-####) but was unable to leave a voicemail message. As such, Guardian also sent an email requesting further information related to his complaint. To date, Mr. [redacted]’ has provided no response or further information.

Our research has further revealed there are several security companies operating within the surrounding area of Mr. [redacted]’ address that use a form of the name “Guardian” to identify their company. Guardian has no way of knowing whether a representative from any of those companies may have approached Mr. [redacted] as described in his complaint; however, our research into this matter has revealed that Guardian did not approach Mr. [redacted] as alleged.

For the record, such conduct as described in Mr. [redacted]’ complaint would violate Guardian’s policies, practices, code of ethics and philosophies and would be addressed immediately and appropriately.

Guardian will gladly continue its investigation into this matter should additional information surface that warrants such. Meanwhile, based on the information revealed from our investigation and provided herein, Guardian respectfully requests that 1) Mr. [redacted] rescind his complaint against our firm, and 2) this matter be closed.

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

Sincerely,

[redacted] Manager

Customer Service Department

Review: Since the begging I had issues with these company, I dint know the way these company where grabbing new clients, till I got a orange notice in my main door claiming that the parcel was not able to deliver a special package for me and that I need it to call the number________ I though that it might be legitimate since the house was just purchased and I was waiting for documentation from HOA.I call the number and the person who answered tell me that in fact they were trying to deliver a coupon package but they where able to send it to me by email, then she mention that if I would like to schedule a appointment with a Alarm system adviser that he could look at my system, make it work, and upgraded for me if I need it to. I tell here "if your person comes here, do what ever he needs to, and spec me to pay for installation equipment or upgrade and initial fee, listen I don't want you to lose my time nor your technician or sells representative" she agree and mention to me that if I don't like the deal I don't have any compromises the tech will shake my hand and leave.The tech shows up and did an estimate, as I figured out he did what he need to and at the end he wanted to me to pay for a system of almost 400 dlls I told him what I told the lady, he told me that was because there was no way to upgrade my old system then I tell him well that not what they tell me by the phone but it ok you can leave now. He try to intimidate me and tell me that all cal where recorded, I say "fine bring it on" he call an after the call WOW my system was candidate to upgrade LOL funny ah? well after some struggling with the installer they fix what they need to during the next 3 month till my system started to work properly, I did send the order to cancel during the period I could do it and they call me back lower my bill from 50 to 34 but oh they didn't figure out that they dint make the change on my account so they did charge me the $50 for 2 months now they are charging me late fees each month how come? its auto on ccDesired Settlement: Just Cancel My Serviceand is not only because the pay, is because ALL they pain I had added to these

Business

Response:

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

Please note 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]. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Upon receipt of the complaint, Guardian researched Mr. [redacted]’s account records on file with Guardian.

Our records indicate Mr. [redacted]’s initial transaction with [redacted] occurred on March 21, 2014 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) with Protection Source for an initial term of two (2) years.

Shortly after engaging Protection Source, Mr. [redacted] negotiated a lower monthly monitoring rate directly with [redacted]. A credit was applied to Mr. [redacted]’s account on May 27, 2014 reflecting Mr. [redacted]’s new rate retroactively. Upon application of this credit, a minimal balance remained due on Mr. [redacted]’s account. As that amount remained unpaid each month, late fees began to accrue. Upon receipt of the subject complaint, Guardian reviewed Mr. [redacted]’s account and in good faith waived the balance due in order to satisfy Mr. [redacted]’s concerns.

Guardian contacted Mr. [redacted] on November 7, 2014 and reviewed the above information in a further effort to address his concerns. During that conversation, Guardian apologized to Mr. [redacted] for any confusion and as a further gesture of good faith, Guardian offered to apply a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services. Mr. [redacted] expressed dissatisfaction with Guardian’s gesture and requested the cancellation of his account. Guardian’s representative informed Mr. [redacted] that he was ineligible to cancel his account as he remained within the initial term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.

Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account with [redacted]. Should Mr. [redacted] wish to cancel his account prior to the end of his initial term, Mr. [redacted]’s Agreement with [redacted] states he may do so upon payment of “100% of the amount due to the Company for the remainder of this Agreement”. That amount is designated to be $593.11 (19 months X 34.95/month – 70.94 credit applied by Guardian in good faith). Upon receipt of payment of $593.11, Mr. [redacted]’s account will be cancelled and he will be under no further obligation to [redacted] Alternatively, Mr. [redacted] may remit timely monthly payments and continue to enjoy 24-hour monitoring services until such time that he is eligible to cancel his account.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.11/26/2014 Problem: So, I got response for a past complaint and of course these company does not take responsibility about what their sales people or their affiliates work and do business, that's why they claim they can not cancel my contract.I just had an alarm trigger at my house and I did not got to the phone because I was at the shower, and but the company does have a second PH# that they have Always call, well guess what Today They don't have that phone number on FILE really so who remove the number?.I call the central or their number and after being in hold for 5 minutes a lady answered and tolled me that they will try to cancel the police dispatch. well I really hope they did because ill get a bill from the police if not, because these will be the 3rd false alarm having in count that the other 2 where because the system was not proper installed and the technician they send was so lazy to fix things that only experiment with cheap fixes.I guess i'll get another call from these company about these complaint and they will not assume any responsibility getting whatever excuse. and they will send a response to the Revdex.com explaining all their loop holes. bottom line DON'T FALL IN TO THE SAME MISTAKE I DID, DON'T USE THESE COMPANY TO TAKE CARE OF YOU HOUSE.Desired Outcome: Cancel my contract and pick up your system. 12/01/2014 Problem: So as always something goes wrong with these company and they dont take responsibility of what they do, funny that when something dost work they dont have documentation of the call or they dont have a LEGAL department. I receive a call from them after another review and the resolution is that because of the contractor that sold my system is independent they can not cancel my contract. then I had an alarm I didnt have my phone handy they call the police directly, I call them and ask why they didnt call the 2nd number and they claim that they never had a 2nd number "please they used to call ALWAYS" but of course I asked "then tell me who remove the number" the operator had the usual answer my system is not giving me the information now "Please".Now my alarm started reporting a tampered attempt since Wednesday November the 24th because the lazy as of tech that they send to install tape the cables of the translator a is just doing no contact. I call they schedule a service call for today Monday December the 1st between 12 pm and 5pm.have in mind I spend all my thanksgiving weekend with a horrible beep in my house that wakes me up all night.I called 3 times to have an ETA for the tech and the answer was. we don't have that information but the tech will be there before 5 I call 3 times to speak with the legal department the first time answer was: Is a subcontractor and is not at the office, what can I help you with.second: please hold, hold for 20 minutes and hang up. of course they wont call back third: our legal department is close now is 7 pm here. Of course the technician NEVER SHOWED OFF I wasted 5 hours waiting for these unprofessional.Desired Outcome: Cancel my Service or put me in with you legal departmentPick up your system

Business

Response:

Thank you for informing Guardian of Mr. [redacted]’s additional concerns. Guardian apologizes that Mr. [redacted]’s overall customer experience has not met his expectations.

As previously stated, Mr. [redacted]’s Agreement and contractual obligation is with [redacted]. Guardian merely provides 24-hour monitoring services to Mr. [redacted] on behalf of [redacted]. Notwithstanding, in a genuine effort to facilitate resolution, Guardian immediately relayed Mr. [redacted]’s concerns to [redacted]. As a result, [redacted] has authorized Guardian to accept Mr. [redacted]’s request to cancel his account and release him from all remaining obligation under his Agreement with [redacted]. Upon cancellation, Guardian will no longer respond to any signals received from Mr. [redacted]’s residence.

Should you have any questions, please contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: On 12/26/14 I signed an agreement with Guardian Protection to install an alarm system in my home. I did not receive any communication from Guardian about the install so I called Guardian on 1/15/15 and was advised it would be expedited to the supervisor and I should be contacted within a day or two for install. I did not receive any contact from Guardian Protection, so I again called on 1/21/15 and was advised the equipment was overnighted that day to the installer. The installer called a day or two later and scheduled the install for Saturday 1/24/15 at 8am and advised it would take 2-3 hours. The installer called at approximately 7:30am on 1/24/15 and advised he was two hours away and running late. We had plans for that afternoon and had to reschedule for the next Saturday 1/31/15 which was his next available time. On 1/31/15 the installer called and again advised he was running 1 1/2 hours late for his 9am appointment. He arrived at approximately 10:45 am. The installer was alone and in a small car (did not bring a ladder or step stool). I would have expected a team to install 25 sensors, 2 panels, smoke alarm and motion detector. We allowed the installer to use our ladder and step stool to install the contacts, smoke alarm and motion detector. The installer was unable to get the system working properly and advised it would still send messages but they would not be timely. He also did not have all the contacts required and did not have any extras. He left after 4pm and our system was not working properly and all the windows did not have sensors. That night the sensors began to fail and we had alarm going off in the middle of the night for several days. I spoke with technical support three times and finally was told how to completely turn off the system to stop the beeping in the middle of the night. However, at that point we began receiving automated phone calls at 10:43 pm every night to tell us the system was not functioning. I talked to several people at Guardian who advised our system was in test mode and should not be calling. The calls finally stopped after approximately 10 days. I spoke with [redacted], Guardian sales supervisor numerous times about all the problems. He said they would get the system up and running for us. However, as soon as I agreed to allow the installer to return, the phone calls resumed at 10:43 pm. The installer attempted to schedule appointments with us but only had availability on Saturdays. My husband confirmed with him today 3/4/15 that he is only a subcontractor and only works for Guardian on Saturdays. Now we are informed that no matter what the technical problem with our alarm, it will not be addressed except on Saturdays. There is no local Guardian service here. The installer does not have any extra Guardian equipment. He does not even have his own ladders or step stools to install the equipment. I requested my contract be cancelled and my installation deposit returned on 3/4/15 from [redacted]. He advised that since the install began they are unable to cancel my contract. I have had no actual service performed, except a non-functioning alarm panel and non-functioning window and door sensors. Guardian is welcome to come back and pick up the equipment from our home. I do not feel that my family and our belongings can be safely monitored by Guardian Protection at my home due to the lack of service available, the equipment problems and the inability of the technical service to stop the nightly automated calls.Desired Settlement: Cancel contract and refund deposit paid.

Business

Response:

Thank you for forwarding Ms. [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 Ms. [redacted] for the delay in installing her security system and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. [redacted]’s account and found that the service appointments referenced by Ms. [redacted] were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Ms. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Subsequent to receipt of your letter, Guardian’s subcontractor did conduct onsite service at Ms. [redacted]’s residence on March 7, 2015. Ms. [redacted] informed Guardian that she was pleased with the subcontractor’s technician. The installation of the system was completed however the technician was unable to achieve signal transmission and will need to return to Ms. [redacted]’s residence to install an antenna. Guardian has delivered the equipment to the subcontractor who will be contacting Ms. [redacted] directly to schedule onsite service. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure the system installation is completed to her full satisfaction.

Additionally, please note that Guardian will apply a credit to Ms. [redacted]’s account equal to six (6) months of monitoring service after installation of her system has been completed. Guardian has also agreed to waive the $200 installation fee. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.

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

Sincerely,

[redacted], Director

Account Management Department

Review: My mother died on March 22, 2015. Her alarm went off accidentally a few days later as I was cleaning out the house. I called Guardian and asked them to terminate the service. They told me my mother had signed a non-cancellable 5-year contract.

I feel it is unethical for Guardian to sell an ailing, 90-year old woman such a contract, as well as to expect her estate to pay for a service that is no longer needed.

I am the executor of the estate. I told them I needed to deactivate the alarm, as I did not want it going off accidentally again while I was there and I was putting the house up for sale. They emailed me a letter of agreement, but it needed a password to view. When I clicked on the link to get the password, I got a non-functioning email form (it was blank, no email address).

Going through this after my mother died was extremely stressful. They were the only company we had trouble with. Additionally, they charged her for another month of service on March 27, 2015. My lawyer suggested I complain through the Revdex.com before she gets involved.Desired Settlement: I want my mother's contract cancelled. I also want a refund for the March 27th billing.

Business

Response:

May 1, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

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

Guardian extends sincerest condolences to Ms. [redacted] and her family for their recent loss. Based on Ms. [redacted]’s request, Guardian has discontinued all 24-hour monitoring and related services at Ms. [redacted]’s residence located at [redacted] Said cancellation became effective April 15, 2015. Additionally, Guardian has agreed to refund the monthly monitoring fees for March and April 2015 and has further agreed to release [redacted]’s estate from all further obligation. Ms. [redacted] has expressed her satisfaction with this resolution.

On behalf of Guardian, I would like to apologize to Ms. [redacted] for any inconvenience. Guardian takes great pride in delivering the finest security monitoring and related services available in the industry and values every opportunity to work with its customers to ensure they are consistently satisfied.

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

Sincerely,

[redacted], Credit Manager

Credit and Collections Department