Guardian Protection Services Inc

Review: System installed improperly. Security system installed on a circuit controlled by a light switch. Can be accidently turned off.

Faulty door switch broke, rendering the system inoperable.

Being charged a monthly fee for a system I can't use, and worse, putting my

family in potential danger.

Guardian is blaming sub contractor [redacted] in [redacted]Desired Settlement: Force the contractor to make repairs, or find a new one that will

Business

Response:

June 5, 2015

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

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr[redacted]’s concerns. Guardian sincerely apologizes for his recent experiences and values the opportunity to address this matter.

For background, Mr. [redacted]’s security system was sold and installed by [redacted] Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present during any aspect of the sales transaction or system installation with Mr. [redacted]. [redacted] is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by [redacted].

Given that the nature of Mr. [redacted]’s concerns relate to the system installation which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Guardian understands that [redacted] conducted onsite service at Mr. [redacted]’s residence on May 26, 2015 at which time a technician relocated the security panel and sensors. Subsequent to the onsite service appointment, Guardian spoke with Mr. [redacted] who expressed that all concerns have been addressed to his complete satisfaction.

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

[redacted] Management, Inc.

[redacted] Telephone: ###-###-####

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

Sincerely,

[redacted], Manager

Dealer Operations

Review: Been a customer since 2006, received letter stating that our security system was not working aprox.1 month ago. The letter stated they would recheck system every 30 days and if it still wasn't working after 60 days would cancel my account. Initially called company at that time to cancel service but "lines were busy" and recording said to leave a phone number and would be returned next business day. Never received call back. When I called back today, I learned that they knew the security detection wasn't working since March. After aprox 30 minutes of being moved from person to person to determine issue (I figured it probably was the cancellation of our land line phone), they agreed and attempted to sell me a different system. Every person told me how I'd lose loyalty points etc. if I cancelled. After aprox 30 minutes they finally cancelled service and agreed not to charge me for the first 2 days of June. I had already paid for March, April despite not having security service. I requested payment for May to be cancelled ($29.71). They disagreed stating that I had still had fire coverage(they agreed no intruder coverage) although without a phone line I find that difficult to believe how the fire company/Guardian could be notified.Desired Settlement: I find the reaction of the personnel who likely were following company protocol very upsetting. I actually will be upgrading system to a cell phone/monitor based one in the near future but wanted to shop around. Several of my friends did think Guardian offered the best service so there was a good chance of me upgrading with them anyway. Also upsetting was the fact that Guardian knew my system wasn't working since 3/15 and they stated they attempted to call me (land line had been cancelled so if they did call they would have known) but not through other means( email, letter, or emergency contact) until May. I feel they should have been more proactive in protecting my family, especially since they are requesting payment. I desire reconsideration of the May charge. For my part I will not contest the March and April bill I already paid. I feel this is a very fair compromise.

Business

Response:

June 10, 2015

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



Dear Ms. [redacted]:

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

Mr. [redacted]’s letter expresses discontent that his system was working properly and disputes the final balance owed upon cancellation of his account. Guardian has researched its records and offers the following information in response.

Our records indicate a regularly scheduled test signal was not received from Mr. [redacted]’s system on March 12, 2015. Guardian’s automated system reached out to Mr. [redacted] via telephone to inform him of a potential issue however Guardian was unable to reach him as the phone number had been disconnected.

Guardian did not receive the scheduled test signal from Mr. [redacted]’s system on April 12, 2015 and Guardian again was unable to reach Mr. [redacted] via telephone. As such, Guardian sent written notification to Mr. [redacted] on April 12, 2015 advising that a potential communication issue existed and requesting that Mr. [redacted] contact Guardian to conduct a test of the system. The letter also indicated that Guardian would continue to reach out to Mr. [redacted] over the next 60 days however absent any contact from Mr. [redacted], Guardian would assume that he had abandoned use of the system.

On June 3, 2015, Mr. [redacted] contacted Guardian in response to the letter he recently received and informed Guardian that he had disconnected his landline and would like to cancel his account. Mr. [redacted] further expressed he may be interested in upgrading his system to interactive services in the future. Mr. [redacted] also expressed dissatisfaction that Guardian had not attempted to reach him in a more urgent manner regarding the potential communication issue with his system. Guardian’s representative explained the importance of testing the system monthly which is outlined in the terms of Mr. [redacted]’s Agreement. Guardian’s representative also offered to review options to upgrade the system to interactive services however Mr. [redacted] stated he was not interested at the present time and wished to move forward with cancellation. Guardian’s representative explained that the terms of Mr. [redacted]’s Agreement state that a 30-day notice is required to cancel the account, however Guardian would agree to waive that notice as a courtesy and cancel the account effective May 31, 2015. Upon cancellation, Mr. [redacted]’s account would reflect a final balance of $29.71. Mr. [redacted] disputed the final balance as he had cancelled his landline in February 2015 rendering the system inoperable. Guardian’s representative explained that Guardian did attempt to contact Mr. [redacted] via telephone and mail as a courtesy to inform him of a potential issue however the terms of Mr. [redacted]’s Agreement provide that the customer must maintain a compatible landline for Guardian to provide monitoring services. Mr. [redacted] stated he would consider whether he wished to remit the final balance and ended the call.

Shortly thereafter, Mr. [redacted] contacted Guardian to confirm that his account had been cancelled pursuant to the previous conversation. Guardian’s representative confirmed that the cancellation had been processed. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative agreed in good faith to waive the final balance due on the account. Mr. [redacted] expressed his satisfaction with this resolution. Guardian’s representative also discussed interactive options with Mr. [redacted] who requested that a proposal be mailed to him for review.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I wish to file a complaint. I am a 76 year old female, taking care of my 96year old Mother. I own a home in [redacted] Arizona.I did not fully understand that [redacted] Home Protection owned theequipment and Guardian only monitors their system. Both [redacted] andGuardian did an auto payment out of my bank account. I cancelledboth businesses’ access to my bank account. I wrote a letter ofcancellation.(enclosed copy). I received a letter saying I will have to pay$1250.00 to cancel the contract with Guardian/[redacted], (enclosed copy).I have since learned that the young man did not have a license to sale doorto door in [redacted]verbal only unless under subpoena). I feel this really doesvoid the contract and I should not have to adhere to the fee of $1250.00.Respectfully,[redacted]

[redacted]Phone ###-###-####Desired Settlement: void the contract and I should not have to adhere to the fee of $1250.00

Business

Response:

October 2, 2015

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

Dear Ms. [redacted]

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

For background, Ms. [redacted]s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of her transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction with Ms. [redacted]. Further, Ms. [redacted]s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Given that the nature of Ms. [redacted]s concerns relate to the sales transaction which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Guardian understands that [redacted] immediately contacted Ms. [redacted] and agreed to assist her with the final payment to her previous security provider. [redacted] is also conducting an investigation into the door-to-door licensing issue referenced in Ms. [redacted]s complaint. Ms. [redacted] has confirmed her satisfaction with the resolution offered by [redacted].

Should you or Ms. [redacted] wish to contact [redacted] directly, they may be reached at:

[redacted] Security Management, Inc.

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

Sincerely,

April M[redacted], Manager

Dealer Operations

Review: The primary issue is in regard to Guardian Protection Services contract "Auto-renewal" clause and enforcement against me. I am a totally disabled person. When I became disabled, which occurred during my initial five-year contract with said business, I contacted this business to inquire if they had a relief program for customers with disabilities. This was on December 7, 2012. The customer service representative I spoke with that day (her name is Patti) told me that indeed they did and would put my current contract in a forbearance mode. I did not have to pay them for the next three months, but the representative explained that this action would extend my contract by a period of six (6) months. I agreed orally to that arrangement. My contract dates were from April 2, 2010 through April 1, 2015. This new forbearance arrangement would then extend my contract to October 2, 2015, which again, I agreed to.

Clause "C" of my contract explained the auto renewal policy and that if I chose to NOT renew for another five years I had to notify them in writing at least 30 days before the renewal date, which I understood was now October 2, 2015.

I called customer service several if not many times during my initial five-year contract because the alarm system NEVER worked properly from the day it was installed. Every time that I would "arm" the system it would result in a false alarm within a few hours of arming. I complained to Guardian Protection Services about this many times. It took them more than four (4) years to finally send a technician to my house to try to find the problem. Guardian never did find or fix the problem of the system giving false alarms, but I paid my monthly fee on time every time it was due. I had expressed orally to their customer service department that I had no intention of renewing my contract because I was paying for a service that was defective and therefore couldn't justify continuing to pay for something that didn't work properly. I notified Guardian Protection Services in writing thirty days prior to contract expiry date of October 2, 2015. I received no response. When I telephoned customer service on September 4, 2015 the representative told me that I couldn't cancel because the contract was renewed on April 2, 2015. The only way I could sever ties with them was to pay a fee of $241.73. I protested, but the pleasure of a punitive fee on me seemed their only concern. I have written letters to the company CEO, the VP of Sales and to the Executive Assistant regarding this matter and have received absolutely no response. I sent them a check for their early termination fee which they cashed. I am incensed that for five years I paid for something that didn't even work properly to begin with and that I have been penalized for trying to fire them as my security services company.

These facts that I stated in this letter can be corroborated by an audit of Guardian Protection Services records on my account. They record all customer telephone calls and all alarm reports.Desired Settlement: I believe that I should not only receive my early termination fee of $241.73 back, but should also receive at least a partial refund of the monthly fees that I paid to them from April 2, 2010 through September of this year because the system that they installed in my home did not work properly.

Thank you.

Business

Response:

October 28, 2015

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

Dear Ms. [redacted]:

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

Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on April 2, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr.

[redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted]’s initial term renewed on April 21, 2015.

On September 15, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account, stating he was unhappy with his services. Guardian offered to schedule onsite service to inspect and correct any issues, however Mr. [redacted] declined. Guardian’s representative informed Mr. [redacted] that his initial term had renewed and an early termination fee was required to cancel the account. As a gesture of good faith, Guardian’s representative offered to accept a 50% reduction of the early termination fee. Mr. [redacted] accepted and remitted the amount of $241.73. Upon receipt of Mr. [redacted]’s early termination fee, Guardian processed the cancellation of Mr. [redacted]’s account effective October 6, 2015. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In good faith and in order to bring swift resolution to this matter, Guardian has agreed to refund the early termination fee previously remitted by Mr. [redacted] in the amount of $241.73. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: Guardian agent, Tyler M[redacted], misrepresented the protection package that we would be getting and what the charges would be. We were told that there would be no installation fee and that everything was part of the package except for the extra window sensors that we wanted. The contract that we signed was in a tri fold format so when we signed the first sheet we did not see all of the charges that Mr. M[redacted] had added on the second page because it was folded under. We have been billed for over $800 in installation fees and other products that were all supposed to be part of the package. It is a very misleading contract because when you sign it, you are not seeing all of the charges and the agent did not disclose any of the charges that he had added without our knowledge.Desired Settlement: We just want what was promised to us in the package that we thought we were getting and paying an extra fee for the 3 window sensors over a 3 month period. The package that was promised to us included a front door camera, front door lock, motion detector and window sensors with no installation fees.

Business

Response:

November 19, 2015

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



Dear Ms. [redacted]:

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

Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on July 21, 2015 at which time Mr. [redacted] executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian’s services. The initial term is designated to be thirty-six (36) months.

A Notice of Cancellation form was also provided at the time of sale which served to document that Mr. [redacted] received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian. During that timeframe, Mr. [redacted] possessed the option to cancel his transaction with no further obligation. Mr. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Mr. [redacted]’s system was installed and activated on August 3, 2015.

Mr. [redacted] has expressed dissatisfaction with costs associated with equipment he selected at the time of sale. Respectfully, our records indicate the pricing of Mr. [redacted]’s selected equipment was clearly defined in Section G of his Sales Agreement. Additionally, Mr. [redacted] was provided three (3) days to review the terms of his Sales Agreement, including the cost of his selected equipment, and cancel the transaction with no further obligation. Please note that Guardian did not install Mr. [redacted]’s system until thirteen (13) days after he executed the Sales Agreement, which provided Mr. [redacted] with additional opportunities to review his Sales Agreement prior to installation.

Upon receipt of your letter, I reached out to Mr. [redacted] to provide the above explanation and to discuss his concerns directly. Unfortunately, I have been unable to speak with Mr. [redacted] directly.

Respectfully, Guardian is unable to simply waive the costs associated with the equipment selected by Mr. [redacted] as he has requested. Notwithstanding, it is Guardian’s sincere desire to earn Mr. [redacted]’s satisfaction. To that end, Guardian proposes the following options:

1. Guardian will waive the cost of the equipment set forth in Section G of his Sales Agreement ($594.29) in exchange for execution of a new 60-month Monitoring Agreement; or

2. Guardian will apply a credit to Mr. [redacted]’s account in the amount of $200.00 toward the cost of the equipment set forth in Section G of his Sales Agreement. Additionally, Guardian will allow Mr. [redacted] to remit payment of the remaining balance in monthly installments until paid in full.

Guardian believes the above offers to be fair and reasonable and is hopeful that Mr. [redacted] will concur. The above offers are extended until close of business on December 17, 2015 after which they will be rescinded. Mr. [redacted] may contact me directly at the telephone number found below to discuss these offers at his convenience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: Gaurdian Protection service was already in a house that I purchased in [redacted] so a sales rep. Convinced me to transfer service into my name because I am the new owner. What I didn't know was I just signed a contract for 5 YEARS! My grandfather got cancer in [redacted] and wanted me to move home so I sold my house. I notified Gaurdian Protection that I was moving and asked them to transfer the system to the new owners. They were very rude on the phone and told me that they could not do that. I don't understand because that's what they did to me. I had the house for one year and I have been paying for service for two years now. I called them today and I figured my two year contract was up and found out I have another 35 months of paying for NOTHING. They told me there was nothing they could do about it except put the system in my new home. I refuse to be held down by them any longer and I don't want to put a block on them because they will just send me to collections and hurt my credit. Anything to help resolve this situation is all I'm asking for. Thank you for taking the time.Desired Settlement: I would like Gaurdian Protection to stop automatically taking money out of my checking account for services that I am no longer getting. I have paid an additional year of service that I did not recieve and I believe that is enough.

Business

Response:

February 18, 2016

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

Dear Ms. [redacted]:

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

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone interactions with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.)

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

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

Our records indicate Mr. [redacted]’s initial transaction with [redacted] occurred on December 5, 2013 at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement was for a period of five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is 5 years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

In May 2015 with forty-four (44) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had moved from the monitored premises. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. Mr. [redacted] indicated he was interested in relocating services to his new home but was not prepared to do so at the present time. Guardian’s representative offered to place a freeze on Mr. [redacted]’s account for a two (2) month period to allow him the opportunity to make a decision. Mr. [redacted] inquired if he would be responsible for payment of the remaining forty-four (44) months in the initial term if he elected not to relocate. Guardian’s representative confirmed that Mr. [redacted] remained under obligation for the full initial term and further explained that the new homeowners/tenants could activate services under a new Agreement which would relieve Mr. [redacted] from all remaining obligation. Mr. [redacted] acknowledged his understanding and accepted Guardian’s offer to freeze his account for a two (2) month period.

Guardian spoke with Mr. [redacted] in September 2015 to discuss the status of his relocation. Mr. [redacted] indicated he was not prepared to relocate at that time. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel without payment of an early termination fee. Mr. [redacted] indicated he would like to determine if the new homeowners wished to activate monitoring services. Guardian’s representative indicated willingness to reach out to the new homeowner if Mr. [redacted] could provide their contact information.

On February 5, 2016, Guardian spoke with Mr. [redacted] at which time he disputed receipt of billing statements for the monitored premises. Guardian’s representative explained that Mr. [redacted] remained obligated under the Agreement until the end of the initial term unless he wished to remit payment of the early termination fee. Mr. [redacted] disputed the information provided to him. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian offered in good faith to provide and install a free base package plus a free medical pendant in exchange for execution of a new 36-month Agreement with a lowered monthly rate of $30. Alternatively, Guardian offered to accept a reduced early termination fee in the amount of $859. Regretfully, Mr. [redacted] declined Guardian’s offers and stated that the only acceptable resolution is to cancel the account without further payment.

Respectfully, Guardian is unable to accommodate Mr. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made in the monitored premises. While Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial loss. Guardian has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account.

Section 12 of Mr. [redacted]’s Agreement states, “Your obligations under this Agreement continue even if You sell or leave the Premises.” Guardian has made every reasonable effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement by offering to relocate his system, offering to reach out to the new homeowners upon being provided contact information, or by accepting a reduced early termination fee. Guardian believes these offers to be fair and reasonable and remains hopeful that Mr. [redacted] will concur. These offers shall remain available to Mr. [redacted] until close of business on March 17, 2016 after which they will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments until such time that he is eligible to cancel his account.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: I purchased a new house in 2009 and Guardian systems were installed in the house already. They came out and set up the service and I was under the impression that it was going to be a month to month charge. I purchased the house for the first time home buyer credit and knew that I would only be staying there for a couple of years. After a year or so of service my neighbors told me about the alarm company that they were using and how much money they were saving. I then called guardian to cancel my services and to my surprise was told that I was in a 5 year contract. There is no way whatsoever that I would ever sign a 5 year contract for anything knowingly. I knew that I would not be staying there for more than a couple of years and I would never have agreed to that. The way that Guardian scams you into this is by lying about the terms and conditions that are in very small fine print. I was told that I would have to pay a fee to terminate my contract and it was so high I couldnt believe what I was hearing. It was at least 1500.00 but because it was so expensive I never even considered it. So I then was told that to save money I could have the monitoring done on my cell phone instead of a landline and that I would just need to buy the part to install in my house but that I wouldnt have to pay for the landline that I had for only the alarm to work anymore. I confirmed on the phone verbally several times that this would not extend my contract for any longer. I decided to do this instead of pay the ridiculous fee. The technician came out and I again confirmed that there would be no extension to my current 4 year contract. I signed giving him consent to install the part. I was lied to again! I leased the house a year ago and tried calling guardian then to cancel and was told again I would have to pay a cancellation fee but was never informed that 2 years ago my contract was lengthed when I installed the cell phone part. The people leasing the house have had several people saying they are from Guardian stop by and try to make changes to the account. After all of this they no longer want to deal with Guardian. I called yesterday again to go ahead and just cancel due to these reasons and I was then told that I was in a contract until February 19, 2015. This is the first time that I was told about this or made aware that I am now in a contract that is 6 years long or that it was ever changed! The only way this company is still in business is because they lie and scam every customer they have into a contract for 5 years or longer. No reputable business treats its customers this way!! Read the complaints and educate yourself on the practices of this business! I am not the only person this has happened to and if I would have just googled this company I would have known immediately the only reason they are still in business and saved myself not only 4 years but now 6 years of a total nightmare! I have never seen or heard of any business conducting such unethical tactics. This is unheard of people! Every single individual that works for this company lies, and the supervisors are 10 times worse which is usually not the case! They know exactly what they are doing and they do not think twice!! I have spoke to countless employees and supervisors and it is unbelievable that the people who run this company have found so many people that will lie for them and treat people this way!!I have never filed a complaint before with the Revdex.com but I will do whatever it takes to save someone else from this nightmare! Guardians business practices should be illegal and their ethics are non-existent.Desired Settlement: I want this contract, account and service cancelled immediately. I would like to cancel any further financial obligation that I may have to Guardian Protection Services.

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.

Regards,

Review: I purchased a new home and the security system was included. I had to call Guardian to get it installed and I the day I moved in, a man with an accent I couldn't hardly understand, showed up at 8pm and had me sign paperwork to get the system installed. I'm now locked into a 5 year contract (who has 5 year contracts?) and to cancel I have to pay 100% of that contract! Who in the world does that? A company that gets no renewals because they are only after your initial contract. Terrible customer service, never again. I'I purchased a new home and the security system was included. I had to call Guardian to get it installed and I the day I moved in, a man with an accent I couldn't hardly understand, showed up at 8pm and had me sign paperwork to get the system installed. I'm now locked into a 5 year contract (who has 5 year contracts?) and to cancel I have to pay 100% of that contract! Who in the world does that? A company that gets no renewals because they are only after your initial contract. Terrible customer service, never again.Desired Settlement: Ive paid for 2 years of service that I've never used and I think that's enough. I want out of this scam contract and to be done with this company. I was under the impression from the initial paperwork that it was w years but I'm told I initialed next to fine print that stated 5 years

Business

Response:

January 22, 2016

Revdex.com of Western Pennsylvania

Attention: [redacted]

Re: [redacted] - Complaint #[redacted]



Dear Ms. [redacted]:

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

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

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

Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on February 15, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. [redacted]s system on February 21, 2014.

On April 12, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he was surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a two (2) year term. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term. Mr. [redacted]s concerns were forwarded to [redacted], who spoke directly with the customer. [redacted] subsequently informed Guardian that after speaking with Mr. Schwark, [redacted] also confirmed the initial term to be five (5) years.

On January 19, 2016, Mr. [redacted] informed Guardian that he does not use the system and wished to cancel. Guardian’s representative explained that he remained within the five (5) year initial term and was ineligible to cancel at the present time. Mr. [redacted] stated he believed his initial term to be less than five (5) years. Guardian’s representative mailed a copy of the Agreement to Mr. [redacted] for his review. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. In a genuine effort to earn Mr. [redacted]s satisfaction, Guardian’s representative offered to reduce the initial term from five (5) years to three (3) years. Mr. [redacted] expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at [redacted]

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: I bought a 3 year contract alarm service in good faith, with an expiration date of August 2014. I sold the original house that this was connected to, and at that time fulfilled my contract for the full duration of the original contract. In other words, I paid the FULL contract amount. At that time, I was told that when I secured another house that they would give me credit for the more than 2 years of monitoring I paid for, which was the remaining amount. In October of the same year, I had them install an alarm system in my new house. At that time they indicated that I would get credit for the unused portion of the original contract (associated with cr [redacted] at [redacted]). The new alarm system was set up at my new address ([redacted], in the same subdivision). I was to receive the balance of my contract at my new house. However, 8 months into my service at the [redacted] house, I recieved a very large bill for all eight months. Apparently, there was some confusion when setting up the account, or information that was not forwarded correctly. I would not have signed up for service with Guardian Protection Services if I was not to get credit for these 2 years of unused service that was paid. There are cheaper alternatives.Desired Settlement: In fairness, I would like to continue with Guardian Protection Services, but I need to have the credit for the months I paid. But if this cannot be accomplished I would like to cancel the contract all together, I would not have made this choice if I knew that they would not honor the agreement 8 months later and then bill me for the preceeding 8 months of service.

Business

Response:

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

For background, Mr. [redacted]’s initial transaction with Guardian occurred on August 3, 2011, at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of 36 months.

On June 27, 2012, Mr. [redacted] informed Guardian that his home had been sold and requested the cancellation of his account. Mr. [redacted] remitted payment of an early termination fee and Guardian cancelled the account and all associated monitoring services at Mr. [redacted]’s request.

On October 2, 2012, Mr. [redacted] contacted Guardian and requested monitoring services for his new residence. Guardian completed the installation and activation of the new system on October 20, 2012.

In June 2012, Mr. [redacted] contacted Guardian to dispute a billing statement generated for monitoring services. During that conversation, Mr. [redacted] indicated his belief that the amount of the early termination fee remitted on his previous account was to be applied to his new account. Guardian researched Mr. [redacted]’s accounts records and could find no indication of such discussion taking place or any such promises being made. Guardian’s representative informed Mr. [redacted] of his findings and the subject complaint was received shortly thereafter.

Upon receipt of the complaint, Guardian reviewed Mr. [redacted]’s accounts and again found no record of any promise to credit his account in the amount of the early termination fee. Notwithstanding the above, it is Guardian’s desire to earn Mr. [redacted]’s satisfaction and maintain him as a valued customer. To that end, in a good faith effort to resolve his concerns Guardian will accommodate Mr. [redacted]’s request to apply a credit to his account equal to the amount of the early termination fee remitted in June 2012. I believe this gesture should fully satisfy Mr. [redacted]’s concerns.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have been trying to cancel the services for months they will not cancel they said I signed a 5 year contract. when the salesman was here I was told I could cancel at anytime. I have my son and granddaughter that heard him say this, he also Xed out the contract after I signed it. My copy, he said it would not matter because it was a special offer with a 5 year price guarantee not a 5 year contract, that I can't cancel. he told me I could cancel anytime. it was helping him out if I could have the signs in the yard I asked him numerous times about cancelling it because I am a widow, that I could not afford it. I was losing income because my son was sixteen. I lost some of the social security. I was told I could cancel it after the free month . I am a widow raising my son and two grandchildren. Now the system does not work. when called I they said, I have to pay to have it fixed. it has not worked for two months but there still taking their money out of my account every month. I can not afford to pay them to come out and fix it. I just want it out. there salesman lied to me about the whole thing. 5 years of paying for something that does not work . Not very good business procedures to have salesman lying .Desired Settlement: I would like to have the services cancelled and to stop taking the money out of my checking account.

Business

Response:

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

Ms. [redacted]’s 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]. 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.

Upon receipt of the subject complaint, Guardian immediately notified [redacted] of Ms. [redacted]’s concerns. [redacted] is a respected firm and has agreed to accept Ms. [redacted]’s request to cancel her account and discontinue 24-hour monitoring and related services. Ms. [redacted]’s account was cancelled effective January 31, 2014. As such, Guardian will no longer respond to any signals from Ms. [redacted]’s system. Additionally, Ms. [redacted] will receive no further billing statements from Guardian. Should Ms. [redacted] have any further questions related to her sales transaction with [redacted], she may reach them directly at: [redacted].

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

Sincerely,

[redacted], Manager

Dealer Division

Review: I was unaware of a role over in my contract for 60 months. I was mislead and confused with the terms and the conditions of there agreement.Desired Settlement: I no longer wish to have there services due to the misrepresentation of the company and it's terms and conditions.

Business

Response:

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

Our records indicate Ms. [redacted]’ initial transaction with Guardian occurred on May 6, 2011, at which time she executed an Authorized Dealer Sales and Monitoring Agreement (“Original Agreement”) in order to engage monitoring services. The initial term of the Original Agreement was for a period of sixty (60) months.

In August 2013, Ms. [redacted] contacted Guardian and expressed her desire for additional monitoring equipment. In lieu of remitting payment for the cost of the equipment up front, Guardian offered to supply and install the requested equipment at no cost to Ms. [redacted] in exchange for execution of a new 60-month agreement. Ms. [redacted] accepted Guardian’s offer and executed a new Sales and Monitoring Agreement (“Upgrade Agreement”) on August 12, 2013 for an initial term of sixty (60) months.

On March 26, 2014, Ms. [redacted] contacted Guardian to request the cancellation of her account as she had engaged an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the initial sixty (60) month term of her Upgrade Agreement and that an early termination fee would be required to cancel her account immediately.

Guardian spoke with Ms. [redacted] again on April 17, 2014 at which time Ms. [redacted] stated her belief that her Guardian account has been cancelled. Guardian’s representative explained that Ms. [redacted] remained in the initial term of her Upgrade Agreement and was ineligible to simply cancel. Ms. [redacted] expressed dissatisfaction and the call was abruptly terminated.

On June 25, 2014, Ms. [redacted] contacted Guardian at which time she reiterated her request to cancel. Guardian’s representative expressed that Ms. [redacted] was not eligible to cancel the account without further payment however advised she would research whether the initial term of the Upgrade Agreement could be reduced. Ms. [redacted] stated that Guardian was in violation of Michigan law by enforcing the renewal term of her Original Agreement. Guardian’s representative assured Ms. [redacted] that she was not in a renewal term but remained within the initial term of her Upgrade Agreement. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian made several attempts to contact Ms. [redacted] to discuss her concerns directly. As of this date, Ms. [redacted] has declined to speak with Guardian.

Respectfully, at no time has Guardian “mislead” Ms. [redacted] regarding the terms of the agreement as she has stated in her letter. Guardian has explained to Ms. [redacted] on several occasions that her term has not renewed but that she remains within the initial term of her August 12, 2013 Upgrade Agreement. As such, she is not eligible to cancel without further payment at this time.

Notwithstanding the above, it is Guardian’s sincere desire to reach a satisfactory resolution to Ms. [redacted]’ concerns. In this instance and in good faith, Guardian will agree to reduce the initial term of the August 12, 2013 Upgrade Agreement from sixty (60) months to thirty-three (33) months which represents the time remaining in the initial term of her Original Agreement dated May 6, 2011. In other words, the additional equipment received by Ms. [redacted] in August 2013 was supplied by Guardian at no charge and with no contract extension. Ms. [redacted]’ initial term will expire on May 5, 2016.

Should Ms. [redacted] wish to continue security monitoring services, Guardian would be pleased to conduct onsite service to reactivate the system at no charge to Ms. [redacted]. Ms. [redacted]’ monthly rate will remain the same and her initial term will expire on May 5, 2016 as stated above. As an additional courtesy, upon reactivation of monitoring services Guardian will waive the $101.97 balance due on Ms. [redacted]’ account.

Alternatively, should Ms. [redacted] maintain her desire to cancel her Agreement at the present time, the terms of her Original Agreement state she may do so by remitting an early termination fee. That amount is designated to be $1,147.13. However, in an effort to bring this matter to swift resolution, Guardian is willing to accept a 50% reduction to the early termination fee in the amount of $573.57 to terminate Ms. [redacted]’ account. Upon receipt of payment of $573.57, Ms. [redacted]’ account will be cancelled and she will receive no further billing statements from Guardian. Guardian believes the above offers to be fair and reasonable and is hopeful Ms. [redacted] will concur.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’ issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I recently inquired with a Guardian salesman about switching my alarm service from [redacted] Guardian. Salesman #1 came to my home in mid may. Upon meeting with him, I informed him that I was also meeting with another company and that I would let him know my final decision within a couple weeks. Over the next couple weeks I spoke with the salesman #1 a couple times and on 5/29 informed him that I was interested in switching to Guardian. Salesman #1 inquired if I wanted him to come to my home to sign the paperwork or if he could do everything via email. I agreed to complete everything via email. As such, Salesman #1 informed me that I would be required to complete an electronic consent agreement but that he had to have someone else assist him with this process. As such, on 6/1 Salesman #2 forwarded the electronic consent agreement which I signed and returned to him on 6/2. Over the next couple days, Salesman #2 scheduled an install date and collected certain information from me over the phone such as SS#, Credit card, emergency contacts, etc. On the morning of June 3, I asked Salesman #2 about the contract document (as I had not yet received a copy) and he said that it had just been emailed to me. That morning I received 2 emails from Salesman#1, the first sent at 8:55 with the subject of "Please sign Packet". Three minutes later at 8:58 I received another email from Salesman#1 with the subject of "Packet between Guardian Protection Services, [redacted] and Salesman#1 is Signed and Filed!" The second email was surprising as how could I have signed a copy of a contract that I received 3 minutes prior. When I attempted to open the document in the first email, I got the following message "This document has already been signed." When I opened the second email, not only had Salesman#1 FORGED my signature to the contract but to add insult to injury he spelled both my first and last names incorrectly. Further, Salesman #1 had inserted a 60 month term for the contract term. I had not discussed whether I wanted 36 or 60 month term with Salesman #1, he had only informed me of my options when he visited my home.

Initially, after opening the emails, I requested a blank copy of the contract for review but after thinking about it for a few minutes (literally), I decided that I did not want to do business at all with Guardian. I immediately informed Salesman#1 and Salesman #2. The next day, 6/4, Salesman #1 emailed me stating that we should speak as there had been a misunderstanding. I informed him via email that there was no misunderstanding as he had forged my signature and filed the contract prior to me ever actually receiving the document.

This whole process has been completely unprofessional and illegal. At no point did I give any Guardian employee any permission to sign any documents on my behalf. The electronic consent agreement (which I actually signed) allowed for me to receive communications via email and to provide electronic signatures but did not allow for anyone to sign anything on my behalf. I am writing because although I spoke with Salesman #2 on 6/3 and told him to cancel everything, he did not, as I was still getting calls on 6/4 regarding the installation. At this point I want to be clear, I DID NOT sign any contract document (which according to the email was signed and filed) and any document that you have with a signature relating to my address has been FORGED. And I do not want to be held responsible by Guardian in any way, financially or otherwise.Desired Settlement: I want to ensure that everything with Guardian has been cancelled and that I will not be held liable in any manner.

Business

Response:

June 17, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

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

Dear Ms. [redacted]:

Thank you for 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 any confusion related to her recent transaction with Guardian. Please allow this letter to confirm that Ms. [redacted]’s transaction has been cancelled and she is under no obligation to Guardian.

Additionally, Guardian is deeply concerned with Ms. [redacted]’s expressed discontentment relating to the interactions with her Guardian sales consultants. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. Guardian’s research into this matter is continuing. Ms. [redacted] may be assured that should Guardian find the interactions to which she referred in her complaint do not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action.

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

Sincerely,

[redacted], Manager

Customer Service Department

Very unhappy from day one... The day they came to my house... I told the two gentlemen I was not interested... My husband was not Working.. I didn't want any Bill's... So they waited for me to leave to work.. Told my husband. To try for a month.. No obligation cancel anytime... They also gave my husband 100 to pay for insulation fee... When I came home.. I wanted to kill my husband after I went over the contract... Fire alarm goes off every time I cook. Because its too close to the kitchen. Which I'm sure they knee. So they can charge to come back. I can't use the alarm .. It says back door sensor not Working. Then they tell me.. The battery is low and need a to be replaced... My phone does not stop ringing... I need a new battery !!! They want to charge me for... So the battery is dead.. So the calls stop... Now after a couple of months.. The calls start avian.. How can a battery.. Go from dead to low battery ... Early termination fee .. Is more than keeping it.. For The entire 3 years agreement ... That the salesman told my husband...he could cancel any time... Very unhappy customer... Please read before you sign !!! They shouldn't be able to write a contract if someone is married with out 26th a spouse... Because I would be responsible for the early termination fee...

Review: In April 2009 we contacted guardian to put a home security system in our house. At the time we were very clear to the salesman [redacted] that we only planned to stay in our home for 3 years and thus that was the length of time we needed to service for. He reassured us that that was no problem and that we can sign a contract for 3 years. He also assured us that in case we decide to move we can cancel the contract at any time. He went ahead and translated that in to 60 months in our contract. We did not do the math to realize that 60 months was 5 years not 3 years. We took a good faith assertion in the sales man thinking that he was representing the company honestly. When I called guardian to cancel my service in november I was informed that I still had time left on my contract which surprised me because it had been more than 3 years. That is when I pulled the contract out and explained to them that the sales person had mislead us and was basically performing fraud. They said they would get back to us and I never heard from them after calling 3 times. Eventually they said they could not do anything. This was misrepresentation and fraud. I recently went on the internet to look at Guardian's standing and found multiple complaints of present or former customers stating the same scenario. They were told the contract was for 3 years and we duped into signing a 5 year contract. Now they are asking me to pay off the remainder 12 months left on the contract which equals $468.22. If this matter is not resolved I will be following up with the department of consumer affairs in the NJ attorney generals office.Desired Settlement: I need the contract to be cancelled with the $468.22 showing as a $0.00 balance. We did not agree to a 5 year contract thus owe no cancellation or contract fee.

Business

Response:

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

For background, please note Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. All aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. The installation of Ms. [redacted]’s system was also performed by [redacted]. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. [redacted]’s system. In order to establish a Guardian account and activate Ms. [redacted]’s 24-hour monitoring services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating creation of Ms. [redacted]’s account with Guardian and activation of her services and subsequent billings.

Please also note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to comply with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given the nature of Ms. [redacted]’s assertions, Guardian will accommodate her request to cancel her account. Pursuant to Ms. [redacted]’s written authorization, Guardian processed the cancellation of the account and terminated monitoring services effective July 10, 2013. The balance due on the account has been waived and Ms. [redacted] will receive no further billing statements from Guardian. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: On 8/3/15, our house had been struck by lightning and we lost power to our main cable router in the house causing us to lose internet and phone service. At the same time, we also experienced a loss of power to our alarm system (and were receiving a certain error code) and it started beeping. We called Guardian and explained the situation and they told us that our system wasn't working because we lost phone service. We weren't able to get our phone service restored until late the next day, 8/4/15, however we noticed that the alarm system still wasn't working. On our 2nd call to Guardian, they confirmed to us that the error code wasn't from a lost of phone but instead usually reflects that a circuit board is no longer operational. So we lost a day by the incorrect diagnosis of the error code by Guardian. Guardian then said that the earliest that they could send someone out for service was 8/12/15 so we would be out of alarm service for 8 days (although billing would continue). They said it would cost $25 for the service visit. We called them back on 8/5 to confirm with them that we would be credited for the time that we didn't have service.

On 8/12, a Guardian technician showed up and declared that the main panel was fried and needed to be replaced. He wanted to reschedule another time to come back but my husband requested that they complete the repair then because we weren't sure if we would end up being another 8 days without service. After the technician called the dispatcher, he confirmed that he could stay and fix the board. After nearly 3 hours, the technician completed the repair and advised that he couldn't reprogram our key fobs without a $80 charge per keyfob. We declined to have the keyfobs reprogrammed. When the technician gave the paperwork to my husband, he asked my husband if he was aware how billing would work for this service call. When my husband replied that he was aware that it was $25 for the service visit, the technician told him that we would be responsible for the actual cost of the labor and parts for the repair (as damages by lightning are not covered). When my husband told the technician that we were not aware that were for liable for repairs (and only told about the $25 service visit), the technician said that this "happens all the time" and that people at the call center never tell the customers that they are liable for repair costs. My husband asked how much the repair was going to cost and the technician told him that he didn't know and that we would have to call the main toll free number for Guardian.

After calling Guardian, we were told that that we had to pay the costs of the repair. My husband asked how much it was and they told him that they didn't know and would have to call him back. My husband asked why we weren't told that the repairs weren't covered under warranty and were only told that we had to pay a $25 service fee. The operator couldn't answer the question and blamed it on the operator that we talked to the 2nd time for not telling us. My husband also asked why weren't made aware that we were liable for repairs when the technician called dispatch prior to the start of the fix or given an estimate. The phone operator could not answer that question either.

Guardian called us back about 2 hours later and said the cost would be $388. My husband argued that again that we were never told that we would have to pay for repairs or given an estimate. The phone operator refused to listen and would only keep stating that we would have to pay the amount. Guardian's only concession would be that they would waive the repair amount if we signed a 3 year contract with them. We have been good customers of Guardian's (always paid on time) for over 6 years however we definitely feel that we were deceived in this incident. We were never made aware that we were liable for repair costs or even given an estimate ahead of time so that we could be aware of the potential cost.Desired Settlement: We feel completely misled when we were only told about a $25 service visit fee and not that we were liable for repair costs. At no time were we even given an estimate of the charges (which could have been done when the technician called the dispatch prior to starting the fix) so we could decide as informed consumers on whether to even continue the fix. We were not given that right as a consumer and deliberately misled.

Business

Response:

August 26, 2015

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

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above matter. Guardian values Ms. [redacted] as a customer and welcomes the opportunity to address her concerns.

Ms. [redacted] has expressed discontent with the amount invoiced for onsite service which was necessitated by lightning damage to her security system. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account and offers the following information in response.

On August 4, 2015, Mr. [redacted] informed Guardian that he was experiencing issues with the keypad after experiencing a power outage in the home. Guardian’s representative attempted to assist Mr. [redacted] with troubleshooting techniques however was unable to restore function to the keypad. As such, Guardian’s representative offered to schedule an onsite service appointment to inspect and/or repair the system. Guardian’s representative explained that Mr. [redacted] subscribed to Guardian’s Extended Repair Agreement and any damage found to be due to normal wear and tear was subject to a $25 co-pay, however any damage outside of normal wear and tear would be subject to Guardian’s normal billable rates.

Guardian conducted onsite service at Mr. [redacted]’s residence on August 12, 2015 at which time the technician found the panel and transformer to be damaged by lightning. Both devices were replaced by the technician. Following the service visit, Mr. [redacted] contacted Guardian to dispute the cost of the repairs conducted earlier that day. Mr. [redacted] expressed discontent that the technician replaced the devices without explaining that the repairs were subject to billable rates and without disclosing those rates in advance. Guardian’s representative apologized for the confusion and explained that storm damage is not considered “normal wear and tear” and thus the repairs were subject to billable rates. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reviewed Mr. and Mrs. [redacted]’s account. Guardian’s research revealed that while it was explained to Mr. [redacted] that onsite service would be subject to Guardian’s standard rates if damage was found to be outside of normal wear and tear, it was also found that Mr. [redacted] was not quoted specific billing rates. Guardian apologizes to Mr. and Mrs. [redacted] for the oversight and for any resulting confusion and/or inconvenience. In light of this fact, Guardian has agreed to waive the cost for the service visit conducted on August 12, 2015. A credit has been applied to Mr. and Mrs. [redacted]’s account accordingly. Guardian has also applied a credit to the account for the time in which Mr. and Mrs. [redacted] did not have service. Guardian has spoken with Mr. [redacted] who has expressed his complete satisfaction with this resolution. Again, Guardian extends its sincere apologies to Mr. and Mrs. [redacted] for their recent experience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I thank Guardian for stepping up and resolving this matter quickly and efficiently.

Review: I had my alarm system built into my house. When they came to install it it never worked properly, and was told the internal problems with my system would require another guy to come out. He never showed. I started receiving bills for a system that I was unable to operated I called customer service and explained that I was told that the system would have to be repaired before I could use it. Then again I was told someone would come by and take a look at my system and no one ever did. I have made many attempts to talk to the company and even paid the same guy three times to fix multiple problems. Including my panel turing off randomly, the system going off in the middle of the night for no reason and also sensors sticking (making them obsolete). I have had no cooperation from Guardian and now am being billed my my local PD for the alarm going off and the cops showing up. This has been a nightmare and I have no cooperation.Desired Settlement: Most importantly I would like my system fixed properly. Billing is also a problem because I refused to pay for something I that never worked and they refused to repair it at all. I asked to cancel my contract and just pay a early fee. I was told that wasn't possible.

Business

Response:

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

Upon receipt of your letter, Guardian reached out and spoke to Mrs. [redacted] to discuss her concerns directly. In order to bring swift resolution to Ms. [redacted] concerns, Guardian has agreed to the following: (1) Guardian has scheduled onsite service to fully inspect Mr. and Mrs. [redacted] security system and make any necessary repairs to ensure the system is functioning properly. Said service appointment has been scheduled for September 12, 2013 and will be conducted at no charge; (2) Mr. and Mrs. [redacted] will execute a new 60-month Agreement; and (3) the balance currently due on the [redacted] account will be waived and the relationship will begin anew. Mrs. [redacted] has expressed her complete satisfaction with this resolution.

On behalf of Guardian, I apologize to Mr. and Mrs. [redacted] for any confusion or inconvenience. Guardian values the [redacted] as customers and appreciates the opportunity to regain their satisfaction in the services Guardian provides.

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

Sincerely,

[redacted], Supervisor

Customer Service Department

Review: Dear Revdex.com Customer Service, During 2011, when my husband and I lived at [redacted], we had a monitoring and security service with Guardian protection service. During that time the service was good. Periodically we would receive monitoring test that passed. On December 1, 2012 we moved to [redacted] and requested to continue the service. A salesman named [redacted] came out and wrote everything up. Next a man came out from [redacted] and told us that since we had the service for more than 1 year, [redacted] as the authorized dealer in this area would now monitor our home. I reported this to Guardian customer service. We set up auto pay with our bank for Guardian. For the next 3 months when the monitoring test was conducted we would get a call saying that the attempt to monitor our home had failed, and we should call the office. Each time I called I was given information that they were unable to complete the test at our address. When I asked about the address listed they had[redacted]. I gave them the correct address each time. The correct address was also on our paperwork. During this same period a man came again from [redacted]. He said he wanted to check the system. I reported this to Guardian. After the 3rd month of failed monitoring test, I discontinued the auto-pay from my bank. I continued to get the automated failure to pass the monitoring test. I continued to be billed. On September 23 2013, we moved. When a bill came from Guardian I told them the date we moved. Although I sent them a letter that we moved, (copy on file) Guardian continues to bill me. I even told them 2 months before we moved that they could pick up the equipment because it wasn't doing us any good since they could not even complete a monitoring test. Today March 5, 2014 I received another bill. This one is for monitoring service from February 26, 2014 to March 25, 2014 as well as a previous bill. I have written to Guardian, I have talked to a woman in the corporate office that said she was a problem solver, and said she could see the failed test. We never heard from her again (see hard copy online).Desired Settlement: We are tired of this and we need your help. Our next option will be to go the social media with our list of problem with Guardian protection service. Thanks for your consideration of our problem.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to respond to Mr. and Mrs. [redacted]’ complaint in an effort to assist and bring resolution.

Mr. and Mrs. [redacted]’ account came to Guardian by way of an authorized dealer of Guardian known as [redacted]. As such, all aspects of the [redacted]’ sales transaction took place directly with [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Guardian’s records indicate that Mr. and Mrs. [redacted]’ initial transaction with [redacted] occurred on November 15, 2011 at which time they executed an Authorized Dealer Sales and Monitoring Agreement in order to engage monitoring services for their residence at [redacted]. The initial term of that Agreement was thirty-six (36) months. The [redacted]’ system was installed and activated by [redacted] on November 17, 2011.

On November 19, 2012, Mrs. [redacted] informed Guardian that the [redacted] were moving from the monitored premises. Guardian immediately informed [redacted] of the [redacted]’ relocation and requested that [redacted] contact the [redacted] directly to facilitate the transfer of monitoring services to the new premises. On December 13, 2012, [redacted] relocated and activated monitoring services at the [redacted]’ new home at 2319 [redacted]a. The [redacted] executed a new Authorized Dealer Sales and Monitoring Agreement (“Agreement”) for an initial term of thirty-six (36) months to engage monitoring services at their new home.

Due to a delay in Guardian’s receipt of paperwork from [redacted] authorizing the cancellation of services, the site located at [redacted] was not immediately placed out of service. As such, Guardian continued to notify the [redacted] of trouble signals received from the system at that premises. Guardian notified the [redacted] of said signals on six (6) occasions between December 8, 2012 and December 19, 2012. The system [redacted] was placed out of service and the account cancelled on January 24, 2013 immediately upon Guardian’s receipt of the cancellation paperwork from [redacted].

On April 10, 2013, Mrs. [redacted] expressed her belief that the system at her current residence ([redacted]) was not working properly. Guardian’s representative explained to Mrs. [redacted] that her system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of her account revealed that all test signals were properly received and that Ms. [redacted]’ system was consistently communicating with Guardian’s central monitoring station. For added peace of mind, Guardian’s representative offered to test Mrs. [redacted]’ system with her over the telephone, however Mrs. [redacted] terminated the call.

Guardian spoke with Mrs. [redacted] twice more on May 16, 2013 and May 23, 2013 respectively, at which times Mrs. [redacted] again asserted that her system was not working properly. During both calls, Guardian’s representatives assured Mrs. [redacted] that all test signals have been received indicating her system has been monitored without interruption since installation. Guardian’s representatives both offered to test Mrs. [redacted]’ system with her over the telephone; Mrs. [redacted] refused all offers to test the system.

On June 14, 2013, Guardian again spoke with Mrs. [redacted] regarding her concerns. Guardian’s representative explained that the calls received from Guardian in December 2012 which indicated an issue with communication were generated from the system located at her previous home due to the delay in receiving cancellation paperwork from [redacted]. Guardian assured Mrs. [redacted] that all routine test signals from her current system were being received on a timely basis in Guardian’s central monitoring station. Notwithstanding, in a genuine effort to resolve Mrs. [redacted]’ concerns, Guardian offered to restart the account and billing in exchange for execution of a new 36-month Agreement. Guardian also offered to assist Mrs. [redacted] in retrieving the arming code as the [redacted] had not used the system during the past six (6) months. Upon retrieval of the code, Guardian would assist the [redacted] in testing the system and would schedule onsite service if any problems were detected. Mrs. [redacted] accepted Guardian’s offer.

Regretfully, a review of the [redacted]’ account revealed that an administrative error caused a delay in forwarding the new Agreement to the [redacted] as promised. Upon discovery, Guardian immediately made numerous attempts to contact the [redacted] by telephone and mail. Unfortunately, Guardian discovered that the [redacted] had moved from the premises and the telephone numbers on file had been disconnected.

Upon receipt of your letter, Guardian again attempted to reach out to the [redacted] to bring final resolution to their concerns. Unfortunately, as stated above, all telephone numbers on file for the [redacted] have been disconnected. Additionally, the [redacted] have not responded to the email inquiry sent by Guardian. As such, Guardian has been unable to communicate directly with the [redacted] to date.

It is Guardian’s sincere desire to earn the [redacted]’ satisfaction and assist them in resolving this matter. To that end, Guardian has several good faith options to present to the [redacted] for their consideration. I ask that Mr. and/or Mrs. [redacted] contact me at their earliest convenience to review these offers. I can be reached at ###-###-####.

Thank you for advising Guardian of this issue.

Sincerely,

[redacted], Supervisor

Customer Service Department

Review: On Thursday, August 21st, I called Guardian Protection in an effort to simply schedule an equipment upgrade. Making an appointment for a service call should be a quick, easy and a pleasant task not a prolonged hassle and complete inconvenience as Guardian has demonstrated in this horrible example of poor customer service. In the past, I have scheduled multiple service calls to my home for cable companies, appliance repair, plumbers and even the city water department ALL of which work WITH the customer to accommodate the needs of the PAYING customer not attempt to make the customer work around the company. In my interaction on Thursday, I spoke to a call center representative who merely read scripts and offered meaningless empathy and did nothing to resolve my dilemma. I asked to speak to a supervisor, and was connected to [redacted]. Again, I explained to her I have limited daytime availability during the week, and would gladly schedule my equipment upgrade appointment on ANY Tuesday or Wednesday from 8am to Noon, or anytime on a Saturday. She took my contact information and was going to coordinate with the actual technician department for a resolution. Today, I receive a phone call from her telling me the company is unwilling to accommodate the needs of their customer. At this point, I am almost sorry I renewed my contract with this company. Guardian Protection falsely alleges they provided excellent customer service on the first page of their website Guardian has received an "A" rating, meeting the Revdex.com's high standards for trust and performance in customer care and an [redacted] honors excellence among service providers that have maintained a superior service rating. Guardian home security systems are among those which validate the excellence of the top 5% of businesses on [redacted]. These statements are either gross exaggerations or completely fraudulent claims. I contacted a competitor, [redacted], inquiring about service. They can schedule ANYTIME!Desired Settlement: Service has been nothing but a nightmare since day one with this company. This is our last attempt to see an example of this "award winning" customer service before we TERMINATE our contract for breach of service and become customers of [redacted]. We demand an appointment to upgrade our service on ANY Thursday from 8am-12pm, or ANY Saturday anytime - one would think someone in the company could make this simple request happen. Again, empowerment and incredibly poor customer service.

Business

Response:

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

Mr. [redacted]’s letter expresses dissatisfaction related to the scheduling of onsite service to upgrade the security system in his home. Guardian extends its apology to Mr. [redacted] for any inconvenience. Guardian is committed to delivering the highest standards of customer service and sincerely wishes to earn Mr. [redacted]’s faith and confidence in the services we provide.

Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Mr. [redacted] confirmed his availability for onsite service appointments. Subsequently, Guardian was able to schedule onsite service during the timeframes requested by Mr. [redacted]. An onsite service appointment has been scheduled for Tuesday, September 23, 2014 at 8:00am. Guardian has reached out to Mr. [redacted] to confirm this appointment is at a time convenient for him but has been unable to reach him as of the date of this letter. Guardian will continue to reach out to Mr. [redacted] to ensure the service appointment scheduled for September 23rd will accommodate Mr. [redacted]’s availability. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to continue serving his security needs.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I deposited an entry to win a [redacted] lawn mower at a local mall. Shortly thereafter, I received several calls offering a free monitoring system with installation and no hidden cost, or obligation because I had not won the mower. In addition this system was presented as lowering the cost of home owners insurance. At no time was a three year contract for monitoring mentioned. When the technician came to install the system, I was not at home. I work two counties away. When I came home my husband had been told by the installation technician after the installation was finished there was a non-optional three year agreement that had to be signed before he could leave. My husband is disabled from the military and has PTSD. He stated that he felt a confrontation was eminent and signed my name to the contract per the technicians instructions. We tried to honor the contract but were financially unable to. I have had six conversations with the company requesting the service be discontinued but have been unable to get cooperation from them. They call several times a day while I am at work despite me telling them that I can only speak with them after 630 pm. I will happily return the system and have stated so to them. Their response is "sorry there was a contract signed". I feel that they used unscrupulous methods. I want only to be free of them and do not feel that I owe them for a service obtained in such a manner. My husband does not do well under those conditions. They do not have my signature. Please help.Desired Settlement: Contract terminated with no fee and monthly payments erased.

Business

Response:

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

While Ms. [redacted]’ 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. Ms. [redacted]’ account is among those for which Guardian provides these services. Ms. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, [redacted]’ 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 Ms. [redacted]’ complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’ account and discontinue 24-hour monitoring and related services. Please note, upon cancellation Guardian will no longer respond to any signals from Ms. [redacted]’ system. Additionally, the balance due on Ms. [redacted]’ account will be waived and she will receive no further billing statements from Guardian.

In order to finalize the cancellation of her account, I ask that Ms. [redacted] contact me at the telephone number listed below at her earliest convenience.

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

Sincerely,

[redacted], Supervisor

Customer Service Department

Review: There are many issues even though I selected “Sales” on the drop down menu above. There is also service, contract, delivery and advertising, but I will say sales because that where it started with the snake oil salesman saying and telling anything to my wife to get the sale. After verbal agreement he changed it from 3 years to 5 years without telling us and tricking the signature (if he indeed got it).

So this was a 3 year contract verbally and Guardian claims I signed for 5, though I never seen the contract and don't recall signing one. They may have got me on an e-signature situation where length of contract was hidden, but I honestly don’t remember signing an agreement.

Further, we were sold an outdated system. The reason we chose Guardian is we had it in our old home (3yr contract). When we moved we chose Guardian again but this time it was a snake oil salesman and I was not there and he was able to fool my wife. (Revdex.com should ask Guardian to determine how many complaints against this salesman and I would not be surprised if he moved on b/c of all his questionable ethics that Guardian accepted). The system was installed and was so bulky, awkward and out of date, no voice, no remote and none of the features or ability of previous system.

After installation and during the course of the first 3 years I tried more than a few times to reach Guardian to complain about the system, the functionality and usage but calls were unanswered or sent to voicemails and no call backs - poorest customer service I have ever experienced. I also asked many times to see or receive a copy of the contract and have never received it. I do not have a copy and now wonder if Guardian can produce it indicating 5 years.

What was the worst is in July 2014 our alarm went off. We had always completed and kept up to date the [redacted] County (where we live) Police Department Alarm System Registration Form in case of emergency. The very reason we have an alarm system was for emergencies. The alarm went off and Guardian didn’t call and the police never came. Fortunately everything was ok. Once we recovered we then had to determine why no one called or came. We found out. As known to snake-oil salesman, we had [redacted] (voice over IP) as our phone system. This means Guardian could not service us because they need a land line. This fact, vital and material, was not mentioned. That means Guardian could not and had not been protecting or monitoring our property as they claimed they would for over 3 years. Guardian had however gleefully accepted payments for the past 3 years from us when they knew they were not monitoring or protecting us.

We had been taken for a ride, paying for a service that was never delivered or capable of being delivered. And if Guardian could or now can monitor over VOIP, why did they not?

So in conclusion, even if Guardian can produce my signature on a 5 year contract (which I would like them to), the issue remains that they contracted to monitor our house, my family and protect us and they did not. They did not provide the service they promised.

There is more to the sad story, but for the purposes of this complaint, I hope sufficient details have been given and that I hope you are able to have Guardian remove the injury to my good credit and have them refund us.Desired Settlement: 1. Contact Credit Agency and remove negative history they reported.

2. Refund for 3 years of payments we made for non service.

3. Promise not to sell products and services to families you cannot and will not protect.

4. Mandatory ethics training to all current and future salespersons. Make sure they understand there are families they are playing with for that commission.

5. Withhold sales commission for 6 months after sale and keep sales person as point of contact for customer after installation to resolve issues for 6 months.

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.

Mr. [redacted]’s letter expresses discontent related to his Agreement with Guardian related to his relocation which occurred in February 2011. Guardian has researched its records in response to Mr. [redacted]’s letter and offers the following.

On February 14, 2011, Mrs. [redacted] informed Guardian that the parties had moved from the monitored premises and wished to relocate monitoring services to the new home. After lengthy discussion regarding the security needs at the new home, Guardian’s representative offered to provide a basic package at no charge in exchange for a new 60-month Agreement. Guardian’s representative also provided pricing information for security devices in addition to those included in the basic package. Ms. [redacted] accepted Guardian’s proposal. As such, Guardian prepared and mailed a new Agreement to Mr. and Mrs. [redacted] for review and signature.

Shortly thereafter, Guardian received the executed Sales and Monitoring Agreement (“Agreement”) dated February 14, 2011. The initial term of the Agreement is clearly designated in the “Special Conditions” section which states: “This is a 60 month initial term.” Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. A copy of the Agreement is attached hereto for your records. Please note, a review of Mr. [redacted]’s account revealed no record of him requesting a copy of the Agreement prior to receipt of the subject complaint.

Pursuant to the terms of the Agreement, Guardian scheduled a technician to install the new security monitoring devices on May 24, 2011. Upon arrival, the technician found that the telephone service utilized by Mr. and Mrs. [redacted] was not compatible with the security system. The technician relayed this information to Mr. [redacted] and indicated that a cellular transmitting device could be installed which would allow the security system to transmit signals without the use of a telephone line. Mr. [redacted] stated he would contact [redacted] and request that the phone jack be activated. Guardian’s technician continued with installation of the selected security monitoring equipment and stated he would return to activate the system once Mr. [redacted] had secured a compatible telephone line.

On May 26, 2011, Mrs. [redacted] contacted Guardian to express dissatisfaction with the size of the contacts installed and with the keypad which did not “talk.” Mrs. [redacted] further stated she had desired a key fob which she did not receive. Guardian’s representative reviewed the account and explained to Mrs. [redacted] that Guardian had no previous knowledge of her desire for a talking keypad or a key fob. In a genuine effort to satisfy Mrs. [redacted]’s concerns, Guardian’s representative offered to upgrade the keypad and provided pricing information for the new device. Guardian’s representative also offered to provide and program a key fob at no charge to the [redacted]s. Guardian’s representative inquired if the [redacted]s had secured a compatible telephone line. Mrs. [redacted] stated she would contact [redacted] to activate the phone jack. Guardian’s representative reiterated the previous offer to install a cellular transmitting device. Mrs. [redacted] indicated she would contact Guardian when the parties were prepared to activate services.

Guardian spoke with Mrs. [redacted] on August 4, 2011 at which time she requested that the system be removed and replaced with a different system. Guardian’s representative informed Mrs. [redacted] that Guardian could accommodate her request however could not do so at no charge. Mrs. [redacted] also informed Guardian that they had been unable to activate the telephone lines in the home. Guardian’s representative reiterated the offer to install a cellular transmitting device. Guardian’s representative informed Mrs. [redacted] that he would research the cost involved with replacing the system and providing a cellular unit and would contact her with that information.

Guardian subsequently made numerous attempts to reach the [redacted]s regarding their request for a replacement system. Guardian did speak with Mr. [redacted] on October 20, 2011 at which time Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained responsible for the initial term of the Agreement as Guardian had already provided and installed security monitoring equipment. Guardian’s representative urged Mr. [redacted] to schedule activation of the monitoring equipment so that he could take full advantage of the system.

On July 8, 2013, Mrs. [redacted] contacted Guardian and reiterated her request to replace the current security system. Mrs. [redacted] expressed discontent that the current system was not compatible with the [redacted] phone service. Guardian’s representative offered to replace the keypad and install a cellular unit at a 20% discount of the normal price. Mrs. [redacted] indicated she would discuss Guardian’s offer with Mr. [redacted] and call back.

Guardian received no further contact from the [redacted]s until July 10, 2014 at which time Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that the [redacted]s were ineligible to cancel the account at the present time without remitting an early termination fee. The call was abruptly terminated and Guardian received no further contact from the [redacted]s until receipt of the subject complaint.

Mr. [redacted]’s letter expresses discontent that Guardian did not respond to an alarm event in July 2014 and further states Guardian “had not been protecting or monitoring our property as they claimed they would for over 3 years.” With all due respect, Guardian finds Mr. [redacted]’s assertions to be both misleading and blatantly false. Mr. and Mrs. [redacted] were keenly aware that their security system was not activated at the time of installation as it was not compatible with their telephone service, thus their system could not transmit signals to Guardian. Guardian made numerous offers to provide and install a cellular transmitting device which would eliminate the need for a telephone line, however Mr. and Mrs. [redacted] declined all offers for a cellular unit. Mr. and Mrs. [redacted] also declined to secure an alternate phone service which was compatible with their security system.

Mr. [redacted]’s Agreement with Guardian clearly outlines the customer’s responsibility to provide a working telephone line. Section B of the Agreement states, “If the Company cannot connect the System to the telephone lines, then the Customer must contact the telephone company, which will install and bill the Customer directly for any telephone lines and equipment.”

Additionally, Section 10 states: “Customer understands that: (a) the System communicates with the monitoring facility over one or more transmission systems, such as POTS (plain old telephone systems), VOIP, DSL, broadband, cellular, radio, internet, etc…. (c) these transmission systems may not always be reliable or available… (e) for an additional fee, Customer may obtain further protection for the Premises, including alternate communication services. CUSTOMER UNDERSTANDS THAT COMPANY AND/OR ANY THIRD PARTY MONITORING PROVIDER ENGAGED BY COMPANY WILL NOT RECEIVE SIGNALS FROM THE SYSTEM IF CUSTOMER’S TRANSMISSION SYSTEM IS NOT WORKING PROPERLY.”

In summary, Mr. and Mrs. [redacted] were acutely aware that the system was not compatible with their [redacted] phone service and was not communicating at any time. Mr. and Mrs. [redacted] declined to secure alternate telephone service and declined all offers made by Guardian to provide and install a cellular transmitting device. Based on the above information, Guardian finds Mr. [redacted]’s request for reimbursement unwarranted at this time. Guardian has at all times honored its obligation under the Agreement and respectfully expected Mr. [redacted] to reciprocate. Guardian provided and installed expensive electronic security equipment at no charge to Mr. [redacted] with the expectation to recover that investment made over the 60-month term of the Agreement. Mr. [redacted] agreed to these terms by executing the attached Agreement.

Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in order to bring swift resolution to this matter Guardian will accommodate Mr. [redacted]’s request to cancel his account without further payment. Guardian has removed Mr. [redacted]’s account from the third-party agency and he will receive no further billing statements from Guardian.

Thank you for the opportunity to respond to Mr. [redacted]’s letter and to further clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

[redacted], Credit Manager

Credit & Collections Department