Guardian Protection Services Inc

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: I purchased a Guardian Protection system for my new home on August 30, 2013. At that time, I was told I had a three year contract. In October 2014, I put my home on the market for sale. In an attempt to be proactive, I spoke with [redacted] at Guardian to let him know my house was on the market and I will be living temporarily in an apartment. At that time, [redacted] stated that would be no problem, just call back and let him know when I got a contract on my house. [redacted] also said my account would be put on hold until my new home was built and I would purchase another Guardian security system and pick up services at that time. Fast forward to March 2015; I left several messages on [redacted]'s extension and never received a call back. I asked to speak to a different representative in the relocation department and I spoke to [redacted] I let [redacted] know that there is a contract on my home with a May settlement date and to put my services on hold at that time. [redacted] said no problem, he would take care of it. On May 5, I received an email stating my account was being debited for the monthly Guardian monitoring fee. I immediately called and spoke with [redacted]. [redacted] informed me that my account would be credited for May and not charged until I called back to have a Guardian system installed in my new home. On May 8, I contacted Guardian once again and informed them that I had not been credited and I spoke with [redacted] who informed me that I should have signed an agreement for the six month hold on my account. I stated to [redacted] that out of the three Guardian representatives that I spoke with, none of them informed me of this. [redacted] became very rude and defensive of the fact that I was mis-informed, he said I have a five year contract and I need to listen to him, regardless of what anyone else previously stated incorrectly. I refused to be talked down to, so I abruptly ended the call. I called back later that day after closing on my house and spoke with [redacted] who stated he was manager at Guardian's corporate office. I explained to [redacted] all of the difficulty I'd been having and I wanted out after the way I had been treated. [redacted] apologized and transferred me to [redacted] who stated my bill would be $1053 (including a 25% discount) for the remaining 39 months on the 60 month contract. I received a letter from [redacted] dated May 11, 2015 stating I would have to pay $1398 to be released from my contract. I feel as though their sales tactics are very deceiving, as I don't see where it states 60 months in my contract. Also, the Guardian equipment that I purchased conveyed with the sale of my previous home and the new tenants have activated service with Guardian. I really don't understand why Guardian gets to capitalize from me AND the purchasers of my home.Desired Settlement: Since I was deceived about the terms of the contract, I would like that shown to me. I knew when I purchased the home that I was going to be there for less than three years, that is why I chose Guardian. Lastly, I would like to have the final payment adjusted to reflect the 25% discount I was offered as well as receive an additional credit for referring Guardian to the purchasers of my home through their activation of monitoring services. Thank you.

Business

Response:

June 1, 2015

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

Dear Ms. [redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ complaint. Guardian values the opportunity to provide response and facilitate resolution of her concerns.

For background, Ms. [redacted]s’ account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Ms. [redacted]s’ sales transaction took place directly between [redacted] and Ms. [redacted]s. Guardian was not present for any aspect of the sales transaction or system installation. 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 for Ms. [redacted]s 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. 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 Ms. [redacted]s executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on August 15, 2013 to engage 24-hour monitoring services. The initial term is designated in “Section E” as five (5) years. Ms. [redacted]s acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “the initial term of this Agreement is five (5) years commencing on the day service begins…” Ms. [redacted]s also executed the Agreement by affixing her signature at the bottom of the form.

On November 6, 2014 with forty-six (46) months remaining in the initial term of her Agreement, Ms. [redacted]s informed Guardian that she was moving from the monitored premises. Ms. [redacted]s expressed that she wished to keep monitoring services active until the home sold.

Guardian spoke with Ms. [redacted]s on March 17, 2015 to inquire about the status of her relocation. Ms. [redacted]s advised that the home had sold and she would be moving from the monitored premises on May 13, 2015. Ms. [redacted]s also informed Guardian that she was in the process of building a new home which would not be completed for 5-6 months. Ms. [redacted]s then inquired if her account could be placed in an inactive status pending completion of her new home. Guardian’s representative informed Ms. [redacted]s that her account could be frozen for up to six (6) months. Ms. [redacted]s expressed that she would contact Guardian closer to her moving date.

On May 8, 2015, Ms. [redacted]s contacted Guardian to dispute receipt of a monthly billing statement. Guardian’s representative explained that the initial term of Ms. [redacted]s’ Agreement had not yet been satisfied and, as such, billing of the account continued. Ms. [redacted]s inquired why the billing of her account had not been frozen as previously discussed. Guardian’s representative explained that while they had discussed placing her account in an inactive status, Ms. [redacted]s had indicated she wished to wait until closer to her moving date to make arrangements. Guardian’s representative offered to forward Ms. [redacted]s the documentation necessary to place her account in an inactive status. Ms. [redacted]s declined to have this paperwork forwarded and instead requested paperwork explaining the early termination fee. Guardian’s representative agreed to forward the documentation to Ms. [redacted]s as requested and in good faith offered to accept a 25% reduction to the early termination fee designated by the terms of Ms. [redacted]s’ Agreement. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. [redacted]s to address her concerns directly. Guardian’s representative apologized to Ms. [redacted]s for any misunderstanding related to freezing her account and the need for her written authorization prior to placing the account in an inactive status. Ms. [redacted]s disputed that the initial term of her Agreement was sixty (60) months and stated her belief that it was a thirty-six (36) month term. Guardian’s representative emailed copy of the Agreement to Ms. [redacted]s and explained where on the Agreement Ms. [redacted]s could review the language pertaining to the initial term. Ms. [redacted]s disputed the information provided to her, stating her sales representative did not inform her of the sixty (60) month term. Guardian’s representative apologized to Ms. [redacted]s for any confusion, however as Guardian was not present during the sales consultation, Guardian must rely on the information found in her Agreement. Guardian’s representative also informed Ms. [redacted]s that Guardian had contacted the new homeowner on May 7, 2015 to inquire if he was interested in activating monitoring services which would satisfy the remaining term of her Agreement. The new homeowner indicated he wished to obtain prices from other security providers before making a decision. Guardian’s representative reiterated the previous offer to accept a 25% reduction in the early termination fee to cancel Ms. [redacted]s’ account. Ms. [redacted]s accepted and Guardian forwarded a cancellation letter to Ms. [redacted]s for her signature. Ms. [redacted]s returned the form to Guardian on May 20, 2015. Guardian spoke with Ms. [redacted]s on May 29, 2015 at which time she advised she would forward the early termination fee within the next several days. Please note that upon receipt of the full early termination fee amount from Ms. [redacted]s, Guardian will cancel Ms. [redacted]s’ account and she will be under no further obligation to Guardian.

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



Sincerely,

Kathleen Vinay, Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The details of the recorded call are not properly reflected in the response letter to the Revdex.com. Also, Guardian is not accepting responsibility for the sales representing their brand and their product and that is an issue for consumers.[redacted]

Review: We renewed our antiquated system with a more modern system (so we thought). The camera they sold us for $100 requires it to be hardwired into the wall outside. So that, every time our internet is out, or the system fails, someone has to come out and take it off the wall and connect it to our router in our spare room. When it was installed, we were told this was the only camera which would suit our outside needs. It was $100.00 [redacted] installed it, and we should have known, when he asked US for an Ethernet cable and longer screws to install it, there would be problems. There were. It failed later that night. We had Guardian's Partner [redacted] company) come out again. They missed their window between 8-12. After three calls to Guardian, [redacted] finally showed up and gave excuse after excuse. He not only failed to install correctly, with the correct bolts to lock it down, but he insulted me by calling me a liar. The system worked for half a day, we called again, specifically stating [redacted] from [redacted] was not to come on our property. Appointment was set three days prior to appointment. 8-12pm Are you sensing a theme? Yes, Failure to show up again. Three calls later, my husband talked with [redacted]. They were sorry, but [redacted] is the only person who knows how to configure the cameras. HUH? Your company only has 1 person, (a tech) to configure your products? What if he quits, gets hurt, etc. "Sorry all, [redacted] has no way to install anything because our tech quit." We were told we would have to have him come or nothing. We said, pull all of it out. They said it will be a $1200 early termination fee. For what? They never delivered a working product and the person who they wanted on our site, is not welcome. If they cannot provide someone else, why is this my concern? Still a failure to deliver goods and services.Desired Settlement: I want out of my contract. Guardian and its subsidiaries/partners have proven they are not able to service the needs of my community or us. They have a system (camera) which is antiquated and non-responsive. They have wasted two days of work, waiting for a service person-twice. They will not allow us to cancel the contract they offered us stating they cannot complete the "repairs" because we will not allow the tech on site. Sorry he insulted me and lost the ability to insult me AGAIN.

Business

Response:

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

It is important to first understand that Guardian is contracted by a firm known as [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. Ms. [redacted] account is among those for which Guardian provides these services. [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] business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Ms. [redacted]’ letter expresses dissatisfaction regarding onsite service conducted at her residence by a [redacted] technician. Upon receipt of Ms. [redacted]’ complaint, Guardian contacted Ms. [redacted] and offered to schedule onsite service with a Guardian technician to address the issues with her system. Ms. [redacted] accepted Guardian’s offer and an appointment has been scheduled for September 29, 2014. Please be assured that Guardian will continue to work closely with Ms. [redacted] and [redacted] to ensure that Ms. [redacted]’ concerns are fully addressed and resolved to her satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I received services from Guardian for a three year term from June of 2012 to June of 2015 and during the last year of the contract services were not provided by Guardian due faulty equipment, so for the last year of my contract I paid for services in which I did Not receive and Guardian Never corrected the problem. There company records will reveal that they did not monitor my security for over a year. I made request to cancel and not renew my contract after 6-26-2015

Guardian delayed sending a cancelation form which they claim I needed to sign. after not receiving the form I contacted the company again at which time I was sent a form to sign and return. I then received notice that they had automatically renewed the account again even after receiving a certified letter signed cancelling the account . I am now according to Guardian billed 150.00 and being threaten to turn the account over to collection a threat of suit. Guardian has attempted to extort another two or three months fees because delayed canceling my account when I request. I paid for services in which I didn't receive because of the contract , I refuse to continue business after my original contract expireDesired Settlement: I am requesting cancellation of the 150.00 bill and removal of all negative information from all credit reporting agency

Business

Response:

August 12, 2015

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

Dear Ms[redacted]

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

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

Our records indicate Mr. [redacted] contacted Guardian on April 7, 2014 and advised that he had changed phone service providers to [redacted]. Guardian’s representative conducted a test of Mr. [redacted] system over the telephone and confirmed that signals were not received in Guardian’s central monitoring station. Guardian’s representative further informed Mr. [redacted] that [redacted] is not compatible with the security system. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to provide and install a cellular communication device which would restore communication with the security system. Mr. [redacted] declined to add the device.

On April 9, 2014, Guardian spoke with Mr. [redacted] regarding the ongoing communication issue from his system. Guardian’s representative again inquired if Mr. [redacted] would be interested in adding the cellular communication device which would restore communication. Mr. [redacted] declined.

On June 9, 2014, Guardian contacted Mrs. [redacted] after a regularly scheduled test signal from the system was not received. Guardian again offered to install a cellular communication device. Mrs. [redacted] declined and stated she wished to continue making monthly payments until the initial term of the Agreement matured and they were eligible to cancel.

On August 18, 2014, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that an early termination fee of $339.50 was required as ten (10) months remained in the initial term. Mr. [redacted] acknowledged his understanding that his system was not communicating with Guardian and advised that he would continue to pay monthly until he was eligible to cancel.

Guardian spoke with Mr. [redacted] on January 5, 2015 at which time he requested the amount due to cancel the account at the present time. Guardian forwarded a letter to Mr. [redacted] indicating the early termination fee to be $206.50 and stating that upon receipt of his written authorization to cancel and the early termination fee, the account would be cancelled. Our records indicate the written authorization to cancel the account was not returned to Guardian.

No further contact was received from the [redacted]s until July 7, 2015 at which time Mr. [redacted] reiterated his request to cancel his account. Guardian’s representative explained that thirty (30) days’ notice was required and expressed the account would be cancelled effective August 25, 2015 at the end of his billing cycle. Guardian forwarded another cancel letter to Mr. [redacted] for his signature.

Guardian did not receive the executed letter from Mr. [redacted] and spoke to him on August 3, 2015 to inquire about the status. Mr. [redacted] disputed that the account could not be cancelled immediately and expressed that he would not be remitting any further payments. Guardian received the subject complaint shortly thereafter.

Mr. [redacted] states in his letter that his system failed to work for the past year due to faulty equipment and further states that Guardian never corrected the problem. After careful review of Mr. [redacted] account, Guardian respectfully finds these statements to be false. Guardian’s records indicate that Mr. [redacted] changed telephone service providers which altered the communication path from his security system. This change to the telephone service was made without Guardian’s prior knowledge and was clearly outside of Guardian’s control. Upon notification that the telephone service had been altered, Guardian made several offers to provide and install a cellular communication device which would restore communication to Mr. [redacted] system. Regretfully, Mr. [redacted] declined all offers of assistance.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. While Guardian maintains the legal right to pursue full payment of the final balance due on the account, in this instance and in order to bring swift resolution to this matter, Guardian has accommodated Mr. [redacted] request to cancel his account without further payment. The balance due on the account has been waived and the account will be cancelled effective August 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.

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,

Andrew [redacted], Manager

Customer Service Department

Review: I have been made POA over my Mother who has been placed in a nursing home, I have been trying to protect her financial assets, she has a ACH Payment coming out of her account to Guardian Protection, the women has demintia and can't tell me anything about her situation much less anything about this system that was in the house, she is no longer living in the house and I just want this canceled before anymore money comes out of her account. I am trying to save what I can to pay for her medical and nursing home bills, she does not have access to her mail anymore and I have had to forward her mail to me, I am in another city. They were asking me for phone numbers and passwords that this woman can not tell me, I am going through a mountain of paperwork now. They want to mail me a password that I can only hope will get to me, mean time they are charging her for a service she no longer needs.

Her name is; [redacted] was her address, she will now be residing in a memory care unit in [redacted]. She has no clue what is going on around her.Desired Settlement: I just wat the payment stopped without any further funds coming out of her account.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.

Mr. [redacted] indicates in his complaint that he wishes to cancel the account of his mother, Ms. [redacted], as she no longer resides at the monitored premises. Our records indicate Mr. [redacted] contacted Guardian on February 12, 2015 to make such request. Unfortunately, when Mr. [redacted] made the cancellation request he was unable to provide Ms. [redacted]’s security password and therefore no changes were made to the account. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to mail a copy of the password to the monitored premises. Additionally, Guardian’s representative informed Mr. [redacted] that a copy of the Power of Attorney for Ms. [redacted] was required before Guardian could process his cancellation request. Guardian received the subject complaint shortly thereafter.

Guardian understands Mr. [redacted]’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Ms. [redacted].

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. Pursuant to that conversation, Mr. [redacted] provided Guardian with a copy of the Power of Attorney for Ms. [redacted]. As such, Guardian has agreed to process the cancellation of Ms. [redacted]’s account effective February 16, 2015. The balance due on Ms. [redacted]’s account will be waived and she will be released from all further obligation. Mr. [redacted] has expressed his complete satisfaction with this resolution.

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

Sincerely,

[redacted], Supervisor

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. [redacted] called me from Guardian; he was very polite and professional and resolved this in no time. I do appreciate the company gettingto me and helping me get this done. This has been a very stressful time and when I made the initial call I was knee deep in a rough situation with my mom’s case. I probably should have waited when I was calmer. [redacted] found a way through that frustration and I am grateful.

Regards,

Review: This is a two part complaint. The first complaint is for the customer service involving the replacement of the backup battery/service of the replacement of the backup battery: Once the backup battery was going dead (when Guardian Protection installed the system, the technician told us the battery would last about 3 years) around 12 months into service, we called to have it replaced, and then they tried to charge us for the replacement of the battery, but I refused because it was supposed to last 3 years and it had only been 1 year at that time. They came to their senses and told me they would not charge me for it. A few months after this new battery was installed, it kept beeping, then I kept getting automated calls and emails from Guardian Protection stating the backup battery was sending a low battery signal and I needed to have it replaced. At that time I was working on night shift and had a very hectic schedule so I did not have the patience to deal with arguing over it. Now it is almost a year later, I have up to 5 automated calls coming from them about the backup battery issue. I talked to them and they wanted to charge me, yet again, to replace the backup battery that was supposed to last 3 years. I asked if they would just shut off my services and they stated that they would not shut it off because I am still under contract.The second part of my complaint: I am not overdue on my bill, but I will be very soon, due to me getting kicked out of the military for being 26 lbs overweight. I only had one month's notice which did not leave me time to prepare. I told Guardian protection to suspend my account so I wouldn't end up owing more money, they said they couldn't I am still a military spouse and a veteran and we will be relocating to another duty station soon and selling our home. They said they can only offer financial assistance. I told them I do not want assistance, I want a suspended account while we are transitioning so I wont end up delinquent. Still they will not comply.Desired Settlement: I would like my account with GuardianProtection services suspended untilI can get back on my feet financially.I am still awaiting my final paycheck from the military and I have been told it may take up to 3 months before I see any of my entitlements.If a company can suspend a deployed servicemembers account while overseas, why can they not suspend it for a financial hardship due to military fault? I was on bedrest had 2 surgeries and a birth and expected to lose 80lbs in 6 mths.I lost all but 26

Business

Response:

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

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly. During that conversation, Guardian offered to place Ms. [redacted]’s account in an inactive status for a period of four (4) months to allow Mr. and Ms. [redacted] the opportunity to relocate and become more financially stable. Ms. [redacted] accepted Guardian’s offer and expressed her satisfaction with this resolution. Guardian values Mr. and Ms. [redacted] as its customers and appreciates the opportunity to serve their security needs.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I was told that when my alarm was set off a representative would call and request our password and if it was not provided the police would be notified. On several occasions the alarm was set off and when Guardian contacted us they simply said is everything okay and never verified the password. I called them about this and they said they would make sure it didn't happen again.The very next time it was set off they still never ask for the password. My son-in-law accidently set it off and he told them he did not know the password and the police were never notified. The point is I am alone at night and that's why we got the service to begin with. I was not comfortable with the way they disregarded their own policy so I called and requested they cancel the service. This was supposed to be a 2 year contract and now they are saying it is 5 years. I feel they did not honor their end of the the deal so I have since gone with another alarm company. I have no problem paying the balance up to the time I requested it be canceled on April 02,2014 however I do not feel I should be bound to a contract that was not followed by Guardian.Desired Settlement: I do not want the services and I would like the remainder of the contract dissolved.

Business

Response:

Thank you for forwarding Ms. [redacted]’s complaint. Guardian has conducted a full review of Ms. [redacted]’s account and values the opportunity to provide information in hopes of addressing her concern and clarifying alarm response procedures.

Ms. [redacted] expressed in her complaint that she was told a Guardian representative would call and request the security password during alarm activations and if no password is given, the police would be notified. That is the exact process followed by Guardian. It is important however to distinguish an alarm from a user-cancelled activation. When the system is “armed” it will activate upon detection of an alarm condition and will also transmit an alarm condition to the alarm monitoring center. To turn the system off or “disarm”, the customer must input their user code (a confidential code that only authorized users of the system possess). If an activated alarm is cancelled by the customer prior to notification of police, this is a user-cancelled activation. When the customer enters their user code to turn off or disarm the system during an activation, this action transmits an additional signal (referred to as a “alarm cancel signal”) to the alarm monitoring center. The alarm cancel signal designates to the alarm dispatcher that the alarm activation was cancelled by an authorized user. In such instances, Guardian makes a courtesy call to the premises to check in with the alarm user, but does not require a password unless such has been designated by the customer. During an alarm condition that has not been cancelled by an authorized user at the keypad, Guardian will always require the password otherwise the appropriate authority will be notified (police or guard service in certain municipalities). Under no circumstances will Guardian fail to obtain a password during an alarm condition.

Upon reviewing Ms. [redacted]’s records, the following alarms have been processed by Guardian. Please note all alarms were processed properly.

April 28, 2012:

8:02:13am Alarm condition received from the Kitchen Door.

8:03:24am Ms. [redacted] verified her security password and confirmed the alarm to be false.

8:04:01am User-cancelled activation signal received.

May 16, 2012:

3:04:22pm Alarm condition received from Kitchen Door.

3:04:24pm User-cancelled activation signal received.

3:04:26pm Alarm dispatcher reaches out to Ms. [redacted] at the premises and receives no response.

August 7, 2012:

11:52:17pm Alarm condition received from Utility Door.

11:52:20pm User-cancelled activation signal received.

11:52:24pm Alarm dispatcher reaches out to Ms. [redacted] at the premises.

11:53:13pm Ms. [redacted] confirmed the alarm to be false.

October 30, 2012:

5:38:46am Alarm condition received from Kitchen Door.

5:38:50am User-cancelled activation signal received.

5:38:54am Alarm dispatcher reaches out to Ms. [redacted] at the premises.

5:39:37am Ms. [redacted] confirmed the alarm to be false.

October 14, 2013:

3:33:59pm Alarm condition received from Utility Door.

3:34:04pm Alarm dispatcher reaches out to Ms. [redacted] at the premises.

3:35:19pm Guardian reached [redacted] at the premises who did not know the security password.

3:35:20pm Alarm dispatcher dialed Ms. [redacted].

3:35:43pm User-cancelled activation signal received.

3:36:02pm Ms. [redacted] confirmed the alarm to be false.

March 20, 2014:

7:45:14am. Alarm condition received from Utility Door.

7:45:15am User-cancelled activation signal received.

7:45:22am Alarm dispatcher reaches out to Ms. [redacted] at the premises.

7:46:01am Ms. [redacted] confirmed the alarm to be false.

As indicated above and pursuant to proper procedure, Guardian did not request Ms. [redacted]’s security password during user-cancelled activations.

Guardian’s review of Ms. [redacted]’s account included a review of telephone conversations. (Please note that due to the nature of Guardian’s business - interaction with police, medical and fire authorities involving life safety - all customer telephone conversations are recorded and documented.) Our research revealed that Ms. [redacted] contacted Guardian on November 19, 2013 at which time she inquired why her confidential security password was not requested during a recent alarm. Guardian’s representative informed Ms. [redacted] about the cancel code that was received pursuant to the aforementioned procedure. After explaining the procedure that was followed, the representative offered to modify and customize Ms. [redacted]’s account instructions such that Guardian would verify her security password even upon receipt of a cancel signal. Ms. [redacted] acknowledged her understanding and satisfaction of the aforementioned procedure and declined the offer to change her account instructions.

On March 20, 2014, Ms. [redacted]’s sister, [redacted], contacted Guardian and provided Ms. [redacted]’s confidential security password. Ms. [redacted] expressed concern that the confidential security password was not verified during the response to the alarm event earlier that morning. Guardian’s representative reviewed the alarm event history with Ms. [redacted] and explained that a cancel code was received pursuant to the above-referenced procedure. Ms. [redacted] requested that Guardian customize Ms. [redacted]’s account instructions to verify the confidential security password during every false alarm event in the future. Guardian immediately processed Ms. [redacted]’ request and updated Ms. [redacted]’s account instructions as directed. Ms. [redacted] expressed her satisfaction with Guardian’s assistance.

On April 2, 2014, Ms. [redacted] contacted Guardian and requested the cancellation of her account as she had engaged another security provider. Ms. [redacted] expressed dissatisfaction that Guardian had not requested her confidential security password during false alarm events. Guardian’s representative reminded Ms. [redacted] that her account instructions had been modified on March 20, 2014 to request the security password during any future false alarm events and also confirmed that no false alarm events have occurred since March 20, 2014. Ms. [redacted] reiterated her request to terminate her account. Guardian’s representative informed Ms. [redacted] that she was ineligible to cancel at the present time as she had thirty-three (33) months remaining in the initial term of her Agreement. Ms. [redacted] disputed the initial term of her Agreement and Guardian’s representative offered to mail a copy of the Agreement to Ms. [redacted] for her records. Ms. [redacted] expressed that she did not wish for a copy of her Agreement. Guardian received the subject complaint shortly thereafter.

Guardian has performed detailed research and provided factual information in specific response to Ms. [redacted]’s complaint, which demonstrates that at no time did Guardian “disregard” alarm policy and has at all times honored its obligation under the Agreement. Guardian previously offered in November 2013 to modify Ms. [redacted]’s account instructions to verify her security password during all false alarm events however Ms. [redacted] declined to do so at that time. Upon request, Guardian immediately altered Ms. [redacted]’s account instructions in March 2014 to verify the security password at all times. Guardian has not responded to any false alarms since altering Ms. [redacted]’s account instructions in March 2014.

Based on the above information, Guardian is respectfully unable to cancel Ms. [redacted]’s account without further payment. Should Ms. [redacted] wish to terminate her account prior to the end of the initial term, she may do so by remitting the early termination fee as designated in the terms of her Agreement.

It is my hope that this letter has sufficiently addressed all questions related to this matter. Thank you for informing Guardian of Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I lost my job and cashed out my retirement in 2014 surviving on that me and my parents bought a house on 8/2012, my parents on fixed income and we cant afford 49.99 amonth anymore, they offered to lower to 34.99, my cashout retirement has exhausted, remembering we signed up I dont remember a 5 yr contract, until later when I contacted guardian, I m applying FOR SAVE YOUR HOME CALIFORNIA, I DONT WANT NEED GUARDIAN, IVE PAID FOR ABOUT 3 YEARS, THEY WANT 1250.00 TO GET OUT OF CONTRACT, I TOLD THEM I DONT EVEN USE THE ALARM, CHECK RECORDS, , THEY CHANGED CONTRAT TO 3YRS, SO WHEN I CALL LATER,CANT AFFORD IT, SO THEY LOWER TO 34.99, THEN THEY ADD ANOTHER YEAR, WHAT THE [redacted] IS GOING ON , I DONT WANT GUARDIANDesired Settlement: Dont want thier services cant afford it

Business

Response:

January 12, 2016

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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

For background, please note that Mr. [redacted]s security system was sold and installed by [redacted] Security 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].

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly. In a genuine effort to earn Mr. [redacted]s satisfaction, Guardian agreed to reduce his monthly monitoring rate from $40.99 to $34.95 for the remaining fourteen (14) months in his initial term. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.



Thank you for assisting Guardian in resolving this matter with Mr. [redacted]. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted] Manager

Customer Care Department

Review: On Feb 19; 04:50 Guardian Security Services (GPS) called and left a voicemail on my cellphone stating that they had lost contact with my wireless telephone signal. At 8:45 I called GPS and spoke with a rep., he confirmed again that they could not receive a signal from my location and he would try to reset the device from his location. GPS will call me back to check and see if the reset worked. In the mean time I told GPS that when I got home that I would unplug the power supply to see if this would reset the wireless telephone device. And it did.Fast forward Friday Feb 21, 2014; 12:52 -- GPS called me on my cell. The rep stated that the power down and reset by GPS location had not worked (?) but now had a new error this time on my keypad. I informed him that I had a error code of 6f or a bF. The rep stated that the BF was a Wireless Telephone Unit failure code. A service technician would have to come out and replace the device. Service calls cost $85 for the 1st hour and he wanted to schedule it now but I said no this is not right. I explained that I pay on a monthly fee for your service and the maintenance and repair should be part of that service. GPS rep said he would need speak to his supervisor to see if he could reduce the cost of the repair and put me on hold. A few minutes later he came back and said he was authorized to reduce the service call to $35.00 and only for this one visit. I still said no and said goodbye.That evening, I searched the internet for possible repair or operating instructions and found that I could reset the BF error on my keypad by simply unplugging the device then plugging it back up and clearing the keypad error by pressing [CODE + off]. The device now works like brand new. Later I began to question the integrity of the whole situation. Was this intentionally setup? Was my wireless device truly out of service? How many customers fall victim to this Service Call SCAM? I feel that this is a Dishonest Bussiness Practice and should stopped.Desired Settlement: I'd like to desolve my security agreement with GPS and request a refund for services already provided.

Business

Response:

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

Upon receipt of your letter, I contacted Mr. [redacted] to address his concerns directly. During that conversation, I assured Mr. [redacted] that Guardian’s previous offer to schedule onsite service was in no way an attempt to “scam” him into a service appointment as asserted in his complaint. Mr. [redacted]’ account notes indicate the cellular transmitting unit in his home may be outdated and in need of replacement. Upon seeing that note, Guardian’s representative recommended onsite service to allow a technician to inspect and replace the unit, if necessary, in order to maintain full functionality and communication from Mr. [redacted]’ system. Guardian’s representative made the recommendation for onsite service with Mr. [redacted]’ best interests and safety in mind.

During our conversation, I assisted Mr. [redacted] in conducting a test of his system and confirmed receipt of signals in Guardian’s central monitoring station. Notwithstanding, I informed Mr. [redacted] I would appreciate the opportunity to conduct an onsite service appointment at no charge to him to confirm the integrity of the cellular transmitting unit. Mr. [redacted] agreed and a service appointment has been scheduled for March 21, 2014. Should Guardian’s technician recommend that the cellular device be replaced, it will be done so at no charge to Mr. [redacted]. I am hopeful the above gesture will fully satisfy Mr. [redacted]’ concerns.

Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. 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], Supervisor

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 moved on July 23, 2015. My house was under contract with Guardian Protection Services when we sold it. We were informed that our contract still had approximately 30 months left and that we could not cancel the contract, but would be able to transfer the remaining term to our new house with the installation of a new basic system. We agreed to this verbally with Phillip [redacted] (customer service) and were told that we would be receiving a call within 2 weeks to set up installation of the new security system. We have yet to be contacted for this installation, however, our monthly monitoring service charge is withdrawn each month from our account ($46.99 per month). I have tried to contact Guardian to address this issue, but all numbers are out of service. I have called ###-###-####; ###-###-####; ###-###-####; ###-###-####. These are the only contact numbers I have to call and cannot reach anyone to fix this issue. I have tried various phones (to call from) and various times of the day, but have not been able to access customer service.Desired Settlement: I would either like Guardian to fulfill their obligation and install a new system or terminate the monitoring contract. Preferably terminate the monitoring contract due to poor customer service and poor customer satisfaction.

Business

Response:

September 15, 2015

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

Dear Ms. [redacted]:

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

Guardian extends its apology to Ms. [redacted] for the recent difficulty in contacting our office for assistance. It appears that Ms. [redacted]’s attempts to reach Guardian fell during a telephone network outage which was experienced throughout the United States and affected many thousands of businesses and toll-free service users. The service disruption was caused by an outage of a global network telephone provider which began at 4:47pm on September 3, 2015 and was restored several hours later. More information about the national impact of this outage can be found online.

Guardian also apologizes to Ms. [redacted] for the delay in transferring services to her new residence and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. [redacted]’s account. While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Ms. [redacted]’s account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]. As such, Ms. [redacted]’s request to transfer monitoring services to her new home was relayed to [redacted] as her 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 your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] expressed she wished to move forward with the transfer of monitoring services to her new home however she requested that the service appointment be conducted by a subcontractor in lieu of [redacted]. Guardian has since coordinated with a subcontractor to complete the relocation for Ms. [redacted] and is currently in the process of scheduling an onsite appointment. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure the system installation is completed timely and to her full satisfaction.

As an additional gesture of apology, Guardian has applied a credit to Ms. [redacted]’s account equal to one (1) month of monitoring service. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue providing her with 24-hour security monitoring services.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Review: A sales rep [redacted] Security came to my house 7/23/13 as a 3rd party representative for Guardian security. He told me that my current security company [redacted] was going out of business and bankrupt. He then told me that he would cover my $99 activation fee and would cover any payoff owed to [redacted]. He also said that if I get [redacted] to settle without any payment he would pay me $150. He did write me a check for the $99 activation fee so I trusted him, which was stupid on my part. When I called/emailed him MANY times about the payoff, he no longer responded to me. He also told me he would send someone to my house to replace the low battery in my sensor since they just put it in and that was also not done.I then called [redacted] for help and went back to them as of 10/9/13. I mailed letters to both [redacted] and Guardian security regarding the above and requested to cancel. On 10/18/13 I spoke to [redacted] from [redacted] and he said there would be a $750.00 early termination fee since I agreed to the service. I told him I agreed to the service under FALSE PRETENSES!! I do NOT believe I am responsible for the term fee. This should of never happen and they should not have these shady people working for them. Guardian should cancel their contract with [redacted] as a 3rd party representative since this is how they are getting customers, and they also have some responsibility in this mess since they allow this to happen. I have read the other complaints on Revdex.com to [redacted] and there and MANY people in the same boat as me!Desired Settlement: I am asking that the $750.00 early termination fee, and any other monies that might be owed be waived due to false representation, and to be canceled under both [redacted] and Guardian security and to not be contacted again by either again. I should owe either company $0.00.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian has conducted a thorough investigation and values the opportunity to address Ms. [redacted]’s concerns.

Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[redacted]”) whereby all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Ms. [redacted] expressed concern in her complaint that [redacted] may have represented to her that Guardian and/or [redacted] was there to upgrade his current provider’s system.

Guardian reviewed Ms. [redacted]’s account information and all related documentation and discussed the complaint with [redacted] officials. After [redacted]’s review of the matter, [redacted] denies any misrepresentation was made during their transaction with Ms. [redacted]. Guardian’s review shows unquestionable evidence that Ms. [redacted] understood and acknowledged in writing the fact that there was no affiliation with her existing provider. Please note that Ms. [redacted]’s sales documentation includes a “Change of Alarm Company Form” which requires the customer’s acknowledgment that neither [redacted] Security, LLC and/or Guardian Protection Services, Inc. are affiliated with her current provider. Ms. [redacted] was also provided three (3) full business days to review her transaction with [redacted] and associated paperwork and cancel it with no further obligation had she desired to do so. This is evidenced by the Notice of Cancellation form which Ms. [redacted] also executed.

In addition to the above, please note that immediately following the installation and activation of Ms. [redacted]’s system and service, Ms. [redacted] completed a quality assurance telephone survey with [redacted]. This call is recorded and served to orally confirm Ms. [redacted]’s understanding about the transaction (monthly fee, Agreement term, etc.) and validate the accuracy of certain information for his account (proper name spelling, address information, etc.). Ms. [redacted] provided her oral acknowledgement and approval of such information during the call.

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

Based on the information revealed during the review of Ms. [redacted]’s account, [redacted] is unwilling to release Ms. [redacted] from obligation under the terms of her Agreement. Ms. [redacted] may discuss this matter directly with [redacted] who may be reached at:

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

Sincerely,

[redacted], Manager

Dealer Division

Consumer

Response:

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

The following points that Guardian brings out below are correct.

1) Ms. X’s sales documentation includes a “Change of Alarm Company Form

2) Ms.X was also provided three (3) full business days to review her transaction with [redacted] and associated paperwork and cancel

3) Ms. X completed a quality assurance telephone survey with [redacted]

BUT AGAIN my whole reason for this is that it was done under FALSE MISREPRESENTATION and SLANDER to another alarm company. So yes I understood the contract and confirmed via phone call. But that was while the agent was sitting right there assuring me all was well. Also, it was convenient that my 3 days would be up before I got a notice of how much my payoff was from my old company. I am not the only person this has happened to so of course [redacted] is going to deny misrepresentation but all you have to do is read all their complaints to see that this is a common thing with [redacted].

I realize that Guardian is a separate company from [redacted] (which I stated in my first letter) but I was bringing out that after Guardian looks at [redacted]’s BB review and see that this has happened to MANY people, not just me, they might want to rethink doing business with them. So no, I am not satisfied with their cut and paste response at all. I do realize that I need to speak to [redacted] and will be doing so.

Regards,

Review: Moving Price Gouging

I entered into service with a third party provider [redacted] and have been in contract for over a year of a 3 year contract. I recently sold my home and need to un-install/re-install service. [redacted] the third part provider quoted me a price of $99 to move and re-install, which is reasonable but they said the contract was with Guardian. Guardian quoted me a price of $450 to for the whole un-install/re-install and keep 22 month contract. The remaining amount owed on my contract is $750 and the moving cost is over 60% of contract. This is unacceptable and I am being price gouged and this is an unfair business practice.Desired Settlement: I would like to either have my contract terminated at the end of June 2015 with no additional chargers

Or

Approve [redacted] to do the un-install/re-install

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

For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. 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.

On April 1, 2015, Mr. [redacted] advised Guardian that he may be moving from the monitored premises. Guardian informed Mr. [redacted] that he would need to contact [redacted] to coordinate relocation of his system as he remained within the first year of his initial term. Mr. [redacted] did reach out to [redacted] who offered to relocate his system for a $99 installation fee and no contract extension. Mr. [redacted] informed [redacted] that he was not sure how soon he would be moving and did not schedule an onsite service appointment with [redacted] at that time.

On June 2, 2015, Mr. [redacted] contacted Guardian and advised that he was moving and wished to relocate his security system. Because Mr. [redacted] was now outside of the first year of his initial term, the relocation of his system would need to be conducted by Guardian instead of [redacted]. As such, Guardian provided Mr. [redacted] with several relocation options. More specifically, Guardian offered to relocate Mr. [redacted]’s system at no charge in exchange for a new 48-month Agreement; or to relocate the system for an installation fee of $100 for a new 36-month Agreement; or to relocate the system for an installation fee of $450 with no contract extension. Mr. [redacted] disputed the options provided by Guardian as [redacted] had previously quoted him a fee of $99 to reinstall the equipment. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to address his concerns and provide further explanation. During that conversation, Guardian explained that the fees quoted by Guardian to relocate his system were higher because Guardian had made an investment in Mr. [redacted]’s home when taking over his account from [redacted]. Additionally, Guardian would incur further costs by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services at Mr. [redacted]’s new residence. Guardian is unable to relocate Mr. [redacted]’s system at a $99 installation fee with no contract extension as it would not allow Guardian the opportunity to recover the investment made in his previous home or his current home during the twenty-two (22) months remaining in his initial term. Guardian further explained that [redacted] was able to quote a lower relocation fee because they had no costs to recover in Mr. [redacted]’s account.

Mr. [redacted] has requested that [redacted] handle the relocation of his security system. Guardian reached out to [redacted] and has been advised that [redacted] is willing to relocate Mr. [redacted] for the $99 installation fee previously quoted to him with no contract extension. [redacted] has scheduled relocation of Mr. [redacted]’s system to take place on June 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I signed up for Guardian Services on 21 Feb 2015 thinking that we lived in a neighbor hood that needed the protection according to the Sales Person [redacted], but we learned very quickly that he deceived us into this service so we cancelled the contract in writing prior to midnight on the 24th of Feb 2015 as the contract called for. I did not know that the service was not cancelled until my account was charged for the monthly bill. I immediately called them and they indicated that they did not cancel the contract. I again informed them that I did not want the service and they disarmed my home and stopped the service. The still continue to bill me .. We do not have the alarm working. It has not for more than a month. They are trying to rip me off. Please help me I am a disabled vet who desperately needs your assistanceDesired Settlement: I want them to stop billing me for a service that I do not want and that I legally cancelled by [redacted] law and for a service that I have never utilize. We never once activated the alarm.

Business

Response:

May 22, 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 and further requests that his account be cancelled as a result. Guardian has reviewed its records in response to Mr. [redacted]’s complaint and offers the following in response.

Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on February 20, 2015 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as sixty (60) months. Mr. [redacted]’s system was activated on March 7, 2015.

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 and cancel his transaction with no further obligation.

Mr. [redacted] asserts that he submitted the Notice of Cancellation form to Guardian within the designated timeframe to cancel his transaction. Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone calls with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Respectfully, Guardian could find no record of receiving the executed Notice of Cancellation form from Mr. [redacted] until receipt of the copy attached to his Revdex.com complaint. Additionally, a review of the telephone interactions with Mr. [redacted] found no record of Mr. [redacted] verbally informing Guardian that the form had been submitted for processing.

Guardian first became aware of Mr. [redacted]’s desire to cancel his 24-hour monitoring services on April 6, 2015 at which time he contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained within the 60-month initial term of his Agreement and that an early termination fee was required to cancel the account at the present time.

Guardian spoke with Mr. [redacted] again on April 9, 2015 and confirmed the early termination fee amount required to cancel Mr. [redacted]’s transaction. In lieu of remitting the early termination fee, Mr. [redacted] informed Guardian that he wished to continue making monthly payments until the contract was fulfilled. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.

Upon receipt of Mr. [redacted]’s letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative explained that an investment had been made in Mr. [redacted]’s home to which Guardian had not been provided the opportunity to recover. Notwithstanding, in a good faith effort to bring swift resolution to Mr. [redacted]’s concerns, Guardian offered to accept a drastically reduced early termination fee in the amount of $550 which would allow Guardian to recover costs only. Mr. [redacted] accepted Guardian’s proposal. Upon receipt of Mr. [redacted]’s payment of the early termination fee, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation.

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

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree with the write up and the explanation. I did send in the cancellation. I have agreed to pay to settle this but this does not resolve my complaint against the company. I want this logged in as a valid complaint against them

Regards,

Review: I had Guardian Protection monitoring service in my home in Washington, DC. I paid for the installation of the monitoring equipment, as well as the monthly monitoring cost (auto-debit from my checking account). In February 2013, after living in this home and having Guardian for 2 years, I sold the home and called Guardian to cancel. I was under the impression my service was cancelled - like any other utility. I purchased a new home, and had planned to eventually install Guardian there, but could not make it a priority, due to the expense of the system installation (the new home has 34 windows and 5 doors!). After 4 months, I began getting threatening and harassing calls from Guardian and eventually it was explained to me that I had somehow agreed to a 5 year contract at my former home, and I must continue to pay for this service at a home I no longer own or live in, unless I paid the large expense of having a new Guardian system installed in my new location and re-upped my contract. Now I am being told the cost of the monitoring of the past 4 months at a home I no longer own or live in is being sent to collections for further harassment and to potentially damage my credit. I have tried to resolve this with Guardian to no avail and their customer service reps have no regard for the fact that they are trying to force me to pay for service at a home I am not at any longer.Desired Settlement: I would like this 5 year contract cancelled and the harassment for the monitoring costs for the time I was not an owner of my former residence to stop and the account to be closed completely.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint. Thank you for forwarding Ms. [redacted]’s concerns. Guardian is a customer-centric firm and has made several attempts to reach Ms. [redacted] in an effort to reach a mutually satisfactory resolution. Unfortunately Guardian’s attempts have been unsuccessful; therefore, the following information is provided.

For background, Ms. [redacted]’s initial transaction with Guardian occurred on February 4, 2011, at which time Ms. [redacted] engaged Guardian to provide and install electronic security hardware and activate 24-hour monitoring services for an initial period of sixty (60) months. In order to define the services and obligations of each party, Guardian and Ms. [redacted] executed the Sales and Monitoring Agreement (“Agreement”) in which the term designation is clearly defined in a separate bolded section indicating “This is a sixty (60) month monitoring agreement.” This section also requires the customer’s written acknowledgement of the initial term, which Ms. [redacted] provided by affixing her initials.

Following the execution of the Agreement, Ms. [redacted] was provided three (3) business days to review her Agreement and cancel her transaction with no obligation, had she desired to do so. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. By doing so, Guardian incurred significant expense which is expected to be recouped through the initial term of the Agreement. The Notice of Cancellation Form memorializes this aspect and was also acknowledged in writing by Ms. [redacted] at the time of sale.

Ms. [redacted] contacted Guardian on February 4, 2013 and stated she would be moving from the premises and inquired about relocating her system to her new residence. Guardian’s representative assisted Ms. [redacted] by explaining the obligations relative to her existing Agreement and providing information regarding Guardian’s service relocation program and relevant pricing. Please note, as part of Guardian’s relocation services and as an existing customer, Ms. [redacted] received significant discounts to install and activate a new system in her new residence. After discussion, Ms. [redacted] indicated she would consider the security needs in her new location and would contact Guardian at a later time.

Guardian made numerous attempts to reach Ms. [redacted] over the next several months to follow up regarding relocation of her security system. On June 12, 2013, Guardian spoke with Ms. [redacted] and again provided explanation regarding the initial term of the Agreement and related payment obligation. Guardian again offered to relocate the services to enable Ms. [redacted] to enjoy the security monitoring and related services to which she had subscribed.

Guardian spoke with Ms. [redacted] again on June 26, 2013 at which time Ms. [redacted] agreed to relocation of services, which were scheduled to occur on July 19, 2013. Upon receipt of Ms. [redacted]’s complaint through your office, Guardian attempted to reach Ms. [redacted] to review her service relocation and ensure her concerns had been addressed. Unfortunately, Guardian has been unable to speak with Ms. [redacted] as of this date. Should Ms. [redacted] have additional questions or concerns, she may contact me directly at the telephone number listed below. Guardian greatly values Ms. [redacted] as our customer and will make every reasonable effort to obtain Ms. [redacted]’s complete satisfaction.

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

Sincerely,

[redacted],

Director of Inside Sales

Review: First lets start with how this came to my attention. In Jan of 2014 I registered for a contest at a local mall for a chance to win a free [redacted]. A few days later I received a phone call saying I had won a free security system through some company I can not remember the name of. I listened to what the sales man had to say ([redacted]). Sounded to good to be true but I agreed to have them come out to my house. When the Installer came out Early Feb he was telling me about the the product and services, I had begun to become worried of this. I told the installer that maybe I didn't need the services and he had called the sales rep I had talked to earlier. I had told [redacted] that I didn't want to have this service. He responded by offering all of this other services. Sweetening the pot so to say. I had told him that if I didn't like the service I was stuck with it no matter what. he began to offer more for the same price and finally got me to agree by saying that if I didn't like the service I could cancel the service within the first six months. I had finally agreed to have it installed. the first month or two we used it no problems. As the time passed my wife felt like a prisoner in our house. so we decided to cancel it in May. When I called to cancel the office let me know that I was under contract. I let the lady on the line know what the sale rep had told me. She had spent some time searching her records and said she couldn't find any record of it. She said she would set up an inquire. A few days later she called me back but could not find any thing about this. I told her I would not pay any more. I canceled that credit card and started receiving bills and collection call. I have told those collection agents that I was told I had a six months to cancel and I had canceled in early May and pd Mays. they all said that they would place this in the records and goodbye. every time they called they called after that they had nothing about the six months. I am just tired of the harassment[redacted]Desired Settlement: I want my contract canceled, the remaining balance to stop from back to May because I had paid Feb, Mar, Apr, and May, and most of all I want he harassing phone calls to stop.

Business

Response:

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

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

Additionally, please note that Security Force 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 Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business.

Our records indicate that Mr. [redacted]s original transaction with Security Force occurred on January 27, 2014 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force in order to engage monitoring services. The initial term of the Agreement was for a period of thirty-six (36) months.

Upon receipt of the complaint, Guardian reviewed Mr. [redacted]s account and his Security Force documentation. Guardian then contacted Mr. [redacted] to provide explanation in an attempt to address his concerns. During that conversation, Guardian’s representative explained the paperwork on file with Guardian, which included Mr. [redacted]s Security Force Agreement which bears his initials beside the term of thirty-six (36) months and also bears his signature. At the time of sale with Security Force, Mr. [redacted] was also provided with three (3) full business days to review his transaction and related paperwork to contemplate the decision to engage monitoring services. During that timeframe, Mr. [redacted] possessed the option to cancel his transaction with no further obligation. Mr. [redacted] did not cancel the transaction and Security Force proceeded to fulfill its obligations as set forth in the Agreement.

Mr. [redacted] reiterated that his Security Force sales representative promised the account could be cancelled at any time within the first six (6) months without penalty. Guardian’s representative reviewed the account and all corresponding paperwork and could find no indication of any such promises. As such, Guardian immediately contacted Security Force and provided a copy of Mr. [redacted]s complaint in an attempt to facilitate resolution. Upon learning of Mr. [redacted]s concerns, Security Force reviewed its paperwork and also could find no reference to any promise that the account could be cancelled without penalty during the first six (6) months.

Because Guardian is contracted by Security Force to provide 24-hour security monitoring for Mr. [redacted]s account, Guardian does not possess the authority to terminate Mr. [redacted]s Agreement with Security Force as he has requested. Guardian has advised Security Force of Mr. [redacted]s complaint and his desire to cancel his Agreement with their firm. Security Force is a highly respected firm and has agreed to accept a drastically reduced early termination fee in the amount of $597.84 (a 50% reduction) to cancel Mr. [redacted]s account and remaining obligation.

The above offer presented to Mr. [redacted] by Guardian is the same offer to which Security Force has authorized Guardian to extend. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. This offer is made available to Mr. [redacted] until close of business on February 9, 2015 after which it will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in servicing customers of Security Force. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at (866) 352-6734.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I started using Guardian Protection services in 2011 in the [redacted] area of **. I signed up for a 3 year contract, in which the salesman had waved from the typical 5 year contract because we were renting and my husband was military and we most likely wouldn't stay at the same location. So we moved into a new rental property the following year, and to keep with my 3 year contract I contacted Guardian Protection services to come out and install a new system at that location. Within a few months my husband received unexpected military orders to south **. Again, to remain in my 3 year contract I had them come out and set up services at our new location. The following year (we're now at end of 2013) we relocated again and the services were no longer needed at the new location so I called to see how I could get out of the rest of the contract. Well I did not know that every time I moved I added time to my contract when I thought I was fulfilling my contract. I asked what the payout was at the time and it was over $1000. As a stay at home mom, single income military family who has to move around a lot this was a real slap in the face. I was not told that I was signing up for a new contract every time I moved. I can no longer afford to keep paying for these services that I cant use. We have since relocated again to [redacted]. I can not believe it is legal to do this to a military family that moves around a lot to do this and not explain to me the process.Desired Settlement: I have not been able to use this service since November of 2013, I would like to be refunded for the services I have not been able to use and for the contract to be terminated.

Business

Response:

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

Ms. [redacted]’s letter expresses dissatisfaction with the initial term of the Agreement she executed upon relocating monitoring services to a new residence as a result of her husband’s military orders. Guardian apologizes to Ms. [redacted] for any confusion related to the term of her Agreement and/or its relocation program. Guardian has reviewed its records and found that the initial term of the Agreement is clearly designated on the form to which Ms. [redacted] placed her signature. Notwithstanding, in a genuine effort to bring swift resolution to her concerns, Guardian contacted Ms. [redacted] and agreed to cancel the remaining obligation under the Agreement without further payment. Ms. [redacted] has expressed her complete satisfaction with this resolution. Guardian extends best wishes and thanks to Ms. [redacted] for the opportunity to serve her security needs and hopes she will consider Guardian again should she desire security services in the future.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I requested service for the relocation of the panel. I was not made aware of the charges/rates for the service call prior to the tech coming out to the location. Once the service call was completed they charged my account over $137.50. I was not made aware that there is a set charge for the service call and was lead to believe that it was a $25.00 service call fee. After I received the bill, I called the company and they informed me that they did not have to disclose the fee for the service unless I asked for it beforehand. This is unprofessional and slamming me into fees that I did not agree to. If they had informed me of the cost for the service call when I placed the request, I would not have relocated the service.Desired Settlement: I would like my billed adjusted to the $25.00 service call fee that was we was informed when there is a need for a tech to come to the location.

Business

Response:

November 11, 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 Mr. [redacted]s concerns.

Mr. [redacted]s letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premises. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account including a review of all recent telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)

Our records indicate Mr. [redacted] contacted Guardian on September 29, 2015 and requested onsite service to relocate several security devices due to renovations at the monitored premises. Guardian’s representative informed Mr. [redacted] that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of normal wear and tear. Mr. [redacted] acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, 2015. Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr. [redacted] for $137.50.

On October 26, 2015, Mr. [redacted] disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointment. 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’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be needed. Guardian’s representative further explained that the telephone conversation with Mr. [redacted] on September 29, 2015 had been reviewed and Guardian did find that Mr. [redacted] was informed that the onsite service appointment was subject to standard billing rates. Notwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%. Mr. [redacted] accepted and expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted] Manager

Customer 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: Here is my situation… I had a guardian alarm system put in my home when I built the house. I was promised by the sales rep that by signing the multiyear contract that I would be protected against false alarms of pet movement in my house. Since the system was installed I have had numerous alarms go off (false) police dispatched and technicians come to fix the sensitivity.

After speaking to the highest level customer service manager in your company, I was told that you would give me 6 free window contacts since the system I have DOES NOT prevent false alarms with cats jumping on a table. I would need 20+ contacts to make this work not 6. They are not willing to do this. Another solution of yours was to put my cat in a room when I leave the house. Yes, that was actually your solution.

So the summary is that your product does not work as promised and they are in breach of contract. I asked to get out of contract. I cannot. My only solution is to now get a lawyer or pay every month for an alarm system that does not work. I cannot use it since the alarm goes off every time I leave the house. Please help me get out of the contract.

I am paying a monthly fee for something I can not use.Desired Settlement: I want out of my contract without paying anything.

Business

Response:

April 8, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

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

Dear [redacted]:

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

[redacted] expressed dissatisfaction in her letter regarding issues with the motion sensors in her home. Upon receipt of your letter, Guardian contacted [redacted] to discuss her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the initial term of the Agreement, in this instance Guardian will agree to accommodate [redacted] request to cancel her account effective April 30, 2015. [redacted] has agreed to remit a final balance of $49.17 and has further expressed her satisfaction with this resolution.

Thank you for advising Guardian of the aforementioned complaint. Should you have any questions, please feel free to contact me directly at [redacted].

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: We recently contacted Guardian to have a camera installed. They scheduled a date and said they would upgrade our whole system including a new keypad. When the workers came to install the camera they told us that we have the newest keypad which is a push button pad we had installed approximately 6 or 7 years ago. Throughout the day, after the camera installation, we kept logging on to the app they had us install to view the camera scenes. We then noticed that the camera has about a 5 second delay. We called Guardian and explained the problem. They told us it is NOT supposed to have a delay and that they would send someone out to fix it. They picked a date and time which did not work for us so they said they would call back. (we explained to them that the mornings/afternoons work best for us) A week later, a representative called and gave another date which was also inconvenient for us. She, too, said she would call back. Approximately another 5 or 6 days went past and I decided to call to see what the problem was. I spoke to a representative and again, explained my concerns of the camera not working correctly and how they kept blowing us off. The representative then told me that he/she would look into it and call me back right away that evening for sure with a solution. It has been approximately two weeks and I have not heard from a Guardian representative. In the several years we have had Guardian we have not had an issue. This, to me, is extremely unprofessional and is a concern that they do not genuinely care about their customers which says a lot being that they are a security company.Desired Settlement: I would like to have my camera fixed. It has been over a month now that we are paying for this camera that is completely worthless. I also feel that I should not be charged the camera fees that are being applied to my monthly bill for a product that is not working.

Business

Response:

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

Guardian sincerely apologizes to Ms. [redacted] for any inconvenience related to her recent service appointments. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. As a result, Guardian scheduled an onsite service appointment to inspect and repair Ms. [redacted]’s camera. Said service appointment was conducted on December 31, 2014 at no charge to Ms. [redacted]. During the service appointment, Guardian’s technician inspected the camera and determined the delays in video were related to the internet service provider. In order to eliminate the delay in video, Guardian’s technician recommended that the router be replaced. The technician did not have the proper router with him and informed Ms. [redacted] that a return appointment would need to be scheduled to install the router. While onsite, Ms. [redacted] expressed concern related to the limited view of the camera due to its current placement. The technician inspected the camera and determined the camera could be relocated during the return service appointment in order to achieve better visibility.

Guardian has scheduled a return service appointment to take place on January 16, 2015. During said appointment, Guardian’s technician will relocate the camera pursuant to Ms. [redacted]’s recent request and will replace the current router at no charge to Ms. [redacted]. In the interim, Guardian has applied a credit to Ms. [redacted]’s account equal to 1 ½ months of monitoring service. Guardian values Ms. [redacted] as a customer and will continue to work closely with her to regain her trust and satisfaction in the services we provide.

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

Sincerely,

[redacted], Manager

Customer Service Department

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: We built a new home and were hustled into a contract with Guardian Protection Services during the initial building phase. The salesman used extremely high-pressure sales tactics to get us to sign on the dotted line of the contract. His bag of tricks included fear-based storytelling where he went into the gory details of the crime scenes he had investigated during his time as a police officer. Of course, every one of these cases could have been avoided if the homeowner had a security system on their home. My husband and I fell for the dishonest and fear-based high-pressure sales tactics. We agreed to having a home security system installed during the construction phase of building our home.

The $250 charge for the equipment was rolled into the paperwork for our home as an upgrade. To compensate for the cost of the equipment, we negotiated 6 months of free service. The cost of the service after the first 6 months was $47.64 a month. The salesman told us that we only needed to sign a 24 month contract. We hesitantly agreed to sign the contract because 24 months is a long time and we weren't sure how the service would be with Guardian Protection Services.

The salesman told us that we needed to have a landline phone in our new house to run the monitoring service, so we had one installed (paid extra with the homebuilder). We only used the land line for our Guardian Protection Services monitoring.

After fulfilling the 24 months of service on our contract, my husband and I discussed canceling our contract with Guardian Protection Services, but ultimately decided to continue service on a month to month basis because we knew we would be traveling a lot in the coming months as our son joined the [redacted].

It has now been 39 months that we have been with Guardian Protection Services. I called today to cancel my service because we no longer want the service. I was told that our contract was for 60 months and that I would need to pay over $1100 to cancel the contract early. I insisted that we only signed a 24 month contract, but the "loyalty representative" insisted that we signed a 60 month contract. I explained to him that we no longer have a land line and we cannot use our services. He replied that we do not need a land line for our services. I explained to him that we specifically had a land line installed in our home when we built it because Guardian Protection Services' sales representative told us that we needed one. I have been paying for a land line for 39 months now that is only used for the monitoring of our system! He rudely insisted that our system is not hooked into a land line and has never used one. Never mind the fact that our system alarm sounded continuously the very second that our land line was disconnected by the phone technician.

A few months ago I did call Guardian to inquire about digital services that did not use a land line. I was told by the representative that we would have to upgrade our entire system and pay hundreds of dollars for new equipment. I did not feel that it was worth it. I'm not sure how our system magically converted to an all digital system as the "loyalty representative" told me today that I had.

We also had a door sensor stop working and randomly set off our alarm (in the middle of the night, waking up our young children). When I called to inquire about service, I was told that I needed to pay a HEFTY service and repair fee to have someone come out an look at it. The "loyalty representative" told me today that we have a full warranty on all of our equipment. If that's true, why was I told that I would need to pay a HEFTY service and repair fee? We couldn't afford it at the time so we stopped using the system for many weeks (while continuing to pay the monthly fee).

I DID NOT sign a 60 month contract with Guardian Protection Services (who in their right mind would sign a contract for that long?). I was led to believe that I was signing a 24 month contract by Guardian Protection Services' salesman. I paid for all of the equipment and have faithfully paid for the services for 39 months. We no longer need the service and want to cancel. My equipment is unplugged and we are NOT using Guardian Protection Services.Desired Settlement: I want my service cancelled. I do not want to be billed for any further service as it will not be used. I do not want to pay over $1100 to cancel my service "early" as we were led to believe, by Guardian Protection Services' salesman, that we were only signing a 24 month contract. We have more that fulfilled that contract.

Business

Response:

April 8, 2016

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

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

For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in July 2012 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 12, 2012 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.

Ms. [redacted] asserts in her letter that the [redacted]s were “hustled” into signing the Agreement during the sales presentation. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Ms. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.

Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative forwarded a full copy of the [redacted]s’ Agreement to Mr. [redacted] at his request. Guardian’s representative also reviewed the Agreement with Mr. [redacted] and explained that the cost of the security equipment was not rolled into the [redacted]s’ mortgage as they had believed. Guardian’s representative further explained that Guardian does not offer a two (2) year Agreement and apologized for any confusion. Mr. [redacted] disputed the information provided to him.

Respectfully, Guardian is unable to cancel Mr. and Mrs. [redacted]’s account without further payment. Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.

The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $1,653.79. However in a genuine effort to resolve the [redacted]s’ concerns, Guardian will accept a drastically reduced (70% reduction) early termination fee in the amount of $496.14 which will allow Guardian to recover the costs expended in the [redacted]s’ account. Upon receipt of payment of the sum of $496.14, Guardian will cancel the [redacted]s’ account and they will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. This offer is extended until close of business on June 6, 2016 after which it will be rescinded.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department