Guardian Protection Services Inc

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: I called guardian to cancel alarm services installed in my home when it was initially built 3 1/2 years ago. My initial experience with guardian was not a good one. Guardian nickel and dimed me for each and everything that was installed in my home as they were the contractors hired to wire the new homes being built for [redacted] Homes. As a buyer of this new home I had to make an appointment with Guardian who was our only option at the time to call a representative to go over all of the items that we requested to be installed. I was charged more than $700.00 to have the ability to run cable through my walls so that I could mount my flat screen t.v. in my room and family room for cable access. This consisted of a hole placed in a wall 6 feet above the floor with an electrical outlet installed beside it. I also had a control panel for my alarm system installed at the door of my house and there was an additional charge for a panel to be placed in my room which is 4 stories up from the panel at the door which I opted out of because they were charging money up front before construction began which I could not afford at the time of the request. Additionally, it was my thought that they would at least wire my guest rooms for cable access and after I had been there for a month or two I notice that the guest rooms were not wired for cable t.v. access which I thought would be at no charge. Silly me for thinking that they would do this for free as they charged me for everything else. So now I have to go and find another contractor to come in and wire my home so that I will have cable access in my guest rooms. I just recently had another security company install an alarm system for less money because I was never satisfied with Guardian. As I was happy to be the owner of my first home I never called Guardian to express my displeasure with their service and experience. Guardian has been sending out these flyers to their customers stating that there are fraudulent claims about Guardian which are not true and people who are wanting to come in and replace them as our service providers for security systems. This is a fear campaign to keep those of us who are thinking about leaving Guardian as a security service provider. Today I called and spoke with a customer service representative named Symanthia and she said that had I call and expressed my displeasure with them prior that they could have handled my problems. I told her that I was not interested in working it out with Guardian and I had already had a security company replace them as my provider due to my initial displeasure in my experience. She then asked me 4 or 5 questions about the security company that I had to replace them which I felt was not her business to begin with as it really didn't matter because I just wanted Guardian out. After I told Symantha that it had already been done she told me that I was under a 6 year contract. I have a problem with this as well because how is it that we are put under a contract with them and they were our only choice to begin with as they were the only contractors who wired and installed security systems for these particular new homes. What if we didn't sign the contracts? Would they have still been obligated to wire our houses with the options that we were paying for. If we had options at that time that information was not disseminated at the time of our phone call. Symantha said in order for me to break the contract that I signed supposedly, I would have to pay Guardian $1000.00. This is robbery! I hope that whoever reads this can see that this is basically a scam or really really bad business practices. I am disgusted just having to recall these things.Desired Settlement: I do not want to have to pay for something that I was never satisfied with and as they were the only option at the time I think it is unfair to have even had to sign a contract for 6 years.

Business

Response:

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

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in March 2009 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Monitoring Agreement (“Agreement”) with Guardian on March 16, 2009, which clearly designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Mr. [redacted] also provided his written acknowledgement via Guardian’s Notice of Cancellation form that he received three (3) full business days to review his Agreement, contemplate his transaction and cancel it within that timeframe with no obligation whatsoever. Because Mr. [redacted] did not cancel his transaction, Guardian proceeded to fulfill its obligations as set forth in the Agreement and incurred significant expenses to do so. It should be noted that Guardian would not have provided, installed or activated security equipment had Mr. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.

On July 15, 2013, Mr. [redacted] requested the cancellation of his Guardian account as he had recently engaged an alternate security provider. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and that an early termination fee would apply. Mr. [redacted] disputed the early termination fee and expressed his dissatisfaction with Guardian’s services. The subject complaint was received shortly thereafter.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone interactions with Mr. [redacted]. (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.) Guardian’s research revealed no record of Mr. [redacted] expressing dissatisfaction regarding any aspect of his monitoring equipment and/or services until he requested the cancellation of his account on July 15, 2013 at which time he had already engaged another security provider. Additionally, Mr. [redacted] confirmed in his complaint that he did not report his concerns to Guardian prior to his request to cancel, “I never called Guardian to express my displeasure with service and experience.” Regretfully, Guardian was not provided the opportunity to address Mr. [redacted]’s concerns prior to him engaging another security provider. Guardian is a premier security provider and had Guardian been aware of Mr. [redacted]’s displeasure, every reasonable effort would have been made to immediately address and resolve Mr. [redacted]’s concerns to his complete satisfaction.

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

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: My system had been installed in my house back in April 2013. Since the install, even as the installer was trying to demonstrate the day of installation, the system has not functioned properly. The problem is cell service in the area, where I keep getting an alert saying that Guardian cannot connect to the system. I have had Guardian out several times to fix the problem, and I still receive the same signal time to time. I have had nothing but problems with connectivity since the install, and problems with the equipment, and every time Guardian comes out to fix the alarm, they don't have the parts. The system constantly beeps throughout the night, and then calling all my contacts early in the morning. This has been one of the most horrible experiences EVER with anything I have bought. They repeatedly come out to fix equipment, and never have the right equipment, and make you wait several weeks up to a month to fix the same problems. Every time I have to take off from work half a day, only for them to say you need this, but I don't have the parts to fix it, I will have to order it. And if you don't keep calling and remind them constantly, they never call you to come fix the problem. I am really considering a class action lawsuit against the company, for their fraudulent practices, not fulfilling the end of the contract, etc, etc, etc! Look at the complaints against them, they are identical amongst all their customers. Day 1- Installer shows up, asked to wear a coat...he forgot his, spent almost 11 hours to install system, damaged aluminum sill on window, as the camera he just installed, fell off the house,blew out breakers running a metal fish wire thru the wall, system couldn't connect during the demo, the installer stated I needed an [redacted]T cell card, he never advised guardian, I had to call them. The were called and told what they needed, tech showed up without the right part, came out again with the wrong one, had to come back out. Guardian needs an "F" rating!!!Desired Settlement: I would like to get out of my contract, and have Guardian come remove the junk they sold me, and the same junk they have failed to upkeep, and repair, or even provide!!

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 to Mr. [redacted]’s concerns.

Mr. [redacted]’s letter expresses concern regarding repeated service appointments and malfunctioning equipment and Mr. [redacted] has requested the cancellation of his account as a result. Prior to receipt of your letter, Guardian had spoken with Mr. [redacted] and scheduled onsite service to take place on October 3, 2013 between the hours of 12:00pm and 5:00pm. Unfortunately, Guardian’s technician arrived for the appointment at 4:45pm on October 3rd and was informed by Mrs. [redacted] that the appointment would need to be rescheduled as she needed to leave the premises.

Guardian sincerely apologizes to Mr. [redacted] for any inconvenience related to his most recent service appointment. Guardian has left several voicemail messages for Mr. [redacted] in an attempt to reschedule the appointment at his convenience. Guardian would be pleased to schedule the service appointment for an evening or Saturday in an effort to accommodate Mr. [redacted]’s work schedule. Mr. [redacted] may contact me directly at the telephone number below to discuss his account and/or schedule a technician. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Mr. [redacted]’s satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I built a new home almost 2 years ago and was offered Guardian to monitor my home. I signed the contract and since I have lived in my home I have had nothing but issues with the alarm! I can never use it yet pay 48.00 a month for the service? It constantly beeps all the time and I am slowly losing my mind with the noise! I have complained to them many times and even stopped paying for 3 months to see if this would get resolved but nothing. I do not want to ruin my credit so I keep paying to be driven crazy by the beeps all night and all day! I would never, ever recommend this service to anyone. It is a waste of money let along you sanity. I give them an F-. I can't go on vacation because I cannot set my alarm? Why have it? What kind of company would do this to people? Very, very upset over this.Desired Settlement: I would like this to function like the rest in my neighborhood. I have complained since the day I closed on my home. They come out and say it is a window and leave? Never fix a thing? I want a refund since I was never able to use the service or a total replacement with the noise to stop! Much more and I will be in an asylum! Oh when the power goes out they are great to call you when you're sleeping to let you know. Other than that, what good is it but to drive you insane? TY

Business

Response:

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

Mr. [redacted]’s letter expresses concern regarding issues with security equipment in his home. Guardian has conducted a thorough review of Mr. [redacted]’s account in response to his letter and offers the following information.

For background, please note that Mr. [redacted] originally met with Guardian in April 2011 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on April 28, 2011 for an initial term of sixty (60) months commencing from the date of the activation of services.

Mrs. [redacted] contacted Guardian in March 2012 to request assistance in learning to use the security system. Guardian immediately dispatched a technician at no charge to provide a complete demonstration of the security system’s functionality to Mr. and Mrs. [redacted]. During that service appointment, the [redacted]s informed the technician that the keypad occasionally indicated an open window which prohibited the system from being properly armed. The technician inspected the Zone 19 and Zone 33 window sensors and found both to be properly installed. The technician also tested Zone 19 and Zone 33 and confirmed both to be properly communicating as evidenced by Guardian’s receipt of all test signals in its central monitoring station.

On September 7, 2012, Mrs. [redacted] informed Guardian that the keypad was emitting an audible alert which indicated the date and time needed to be set. Guardian’s representative assisted Mrs. [redacted] in setting the correct date and time after which the audible alert ceased.

Shortly thereafter, Mrs. [redacted] contacted Guardian on September 26, 2012 and expressed that the Zone 33 window would not clear from the keypad. Guardian’s representative assisted Mrs. [redacted] with various troubleshooting techniques in an effort to resolve the issue. After opening and closing the subject window, the alert was cleared from the keypad and the system was able to be properly armed.

In March 2013, Guardian began receiving multiple trouble alerts from the [redacted]s’ Zone 19 window sensor. Guardian immediately responded to each trouble alert by notifying the [redacted]s via telephone of a potential issue. On March 28, 2013, Mr. [redacted] informed Guardian that he had self-resolved the issue with the Zone 19 sensor.

Guardian continued to receive numerous trouble alerts from the [redacted]s’ Zone 19 window sensor. Upon receipt of each trouble alert, Guardian notified the [redacted]s via telephone of the signals received. Guardian provided notification to Mr. and/or Mrs. [redacted] of the potential issue on fourteen (14) occasions: April 8, 2013, April 11, 2013, April 14, 2013, May 4, 2013, May 14, 2013, May 15, 2013, May 16, 2013, May 22, 2013, June 30, 2013, August 2, 2013, August 3, 2013, August 4, 2013, August 5, 2013 and August 8, 2013. On August 8, 2013, Mr. [redacted] informed Guardian that he was aware of the sensor trouble and further indicated he would replace the battery in the sensor.

On September 4, 2013, Mrs. [redacted] contacted Guardian to report a “beeping” sound coming from the system. After troubleshooting with Mrs. [redacted], Guardian’s representative determined the sounds were originating from independent smoke detectors installed in the home which were not associated with the Guardian security system.

On September 11, 2013, Guardian again began receiving multiple notifications from the Zone 19 window sensor. Guardian notified the [redacted]s of the trouble alerts on September 11, 2013, September 12, 2013, September 13, 2013, September 23, 2013, and September 25, 2013. Mr. [redacted] informed Guardian on September 25, 2013 that he would change the battery in the sensor and asked that Guardian disregard all signals from that sensor until September 28, 2013. Subsequently, Guardian continued to receive trouble alerts and to notify the [redacted]s of the same. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian made several attempts to reach Mr. [redacted] via telephone and email to discuss his concerns. Regretfully, Mr. [redacted] has declined to return any of the messages left for him by Guardian.

Respectfully, Guardian finds Mr. [redacted]’s request for refund to be unwarranted at this time. Guardian has made numerous efforts to alert the [redacted]s of a potential issue with their security system. Unfortunately, the [redacted]s have declined to schedule onsite service to inspect and repair the system.

Notwithstanding the above, it is Guardian’s sincere desire to resolve this matter to Mr. [redacted]’s satisfaction. To that end, Guardian remains willing to schedule onsite service during normal business hours at no charge to Mr. [redacted] to inspect, fully test and make any necessary repairs to the system. While on site, the technician will provide Mr. and Mrs. [redacted] with a full demonstration of the system to ensure they are comfortable with all aspects of its use.

Alternatively, should Mr. [redacted] wish to cancel his account and terminate his Agreement and remaining obligation, an option is available pursuant to payment of an early termination fee. The early termination fee is defined in Mr. [redacted]’s Agreement as $1,513.10 ($1,465.00 Deferred Payment Amount + $48.10 current balance). Upon receipt of payment of $1,513.10, Guardian will terminate Mr. [redacted]’s account and all obligation under the Agreement will end.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns. Guardian is hopeful this response has assisted in clarifying this matter for all parties. Should you have any questions, please contact me directly at ###-###-####.

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: 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 am 93 years old & I am now in a nursing facility and no longer need security services. I have talked to [redacted] on Monday 5/11/15 @ 4:00 P.M. and asked for services to be terminated. He would not do this stating that on Feb. 5, 2015 I signed an extended agreement for services that I hadn't used for years. If I signed anything at the time they were at my home repairing equipment it was only for the repair. I did not sign any agreement. A reputable company would allow services to be disconnected for a client that is no longer in the home and does not need the service. I paid them over $5,000.00 for unused services for 15 years.Desired Settlement: Cancel my monthly service.

Business

Response:

May 20, 2015

RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]

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 his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.

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] Manager

Customer Service Department

Business

Response:

May 20, 2015

RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]

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 his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.

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] Manager

Customer Service Department

Review: On July 8th, we sent a letter via certified mail to terminate our month to month contract with this company. On July 28th, we received a notice from guardian refusing to terminate our service stating " we will continue to monitor and bill your account until we speak with you". We contacted the billing company on August 15th, to confirm that we want our service terminated and we were told that we have to speak with someone in the "customer loyalty" department. This is the second time we have tried to cancel this contract and they have REFUSED to terminate service. The first time we attempted to terminate service we were told because we did not give them 90 days notice we were signed up for another contract. The only way they would let us out of the second long term contract was if we signed up for a 1 year month to month deal. We signed up and sent in the written termination notice via certified mail and they are once again refusing to terminate our contract. We want our service terminated per the termination notice we sent in certified mail on July 8th and they are holding us hostage,Desired Settlement: Terminate the contract per the termination notification that was mailed certified mail on July 8th 2015.

Business

Response:

August 28, 2015

RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]:

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

Ms. [redacted] has expressed discontent related to Guardian’s cancellation process and further asserts that Guardian refused to terminate services upon receipt of a certified letter instructing us to do so. Guardian has reviewed its records and found that the certified letter referenced by Ms. [redacted] did not contain a signature or the account password, both of which are required to make changes and/or cancel an account. Upon receipt of Ms. [redacted]’s certified letter, Guardian made a number of attempts to contact Ms. [redacted] to obtain her signature on the paperwork necessary to process her cancellation request. Guardian did speak with Ms. [redacted] on August 15, 2015, however was unable to secure written authorization from Ms. [redacted] to cancel the account at that time. Guardian received the subject complaint shortly thereafter.

On August 18, 2015, Guardian spoke with [redacted] and provided the above explanation. Guardian explained to Ms. [redacted] that the account is eligible for cancellation at the end of the initial term on September 30, 2015 however Guardian requires written authorization with a signature and account password before services can be terminated. Ms. [redacted] acknowledged her understanding and Guardian forwarded cancellation documentation for signature. Guardian received the executed authorization from Ms. [redacted] and Ms. [redacted] on August 21, 2015. Accordingly, the account will be cancelled effective September 30, 2015 as promised. Please note, Ms. [redacted] and Ms. [redacted] will receive a billing statement for all services rendered through September 30, 2105 for which Guardian will require payment.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: I have had a camera system set up by Gaurdian systems . It has never worked from the beginning . it shows bright white faces so bright you can not tell who it is, 2nd issue is their failure to inform the customer that they would be setting the system up. 3rd issue they have tried to repair this a couple of times but no improvement. now they want to continuously come out and a just and move the cameras . I would be willing if any improvement was shown but none has been seen. I feel that if the product never worked from the beginning then they should take the product back.Desired Settlement: I would like for them to remove all their cameras from my property and remove the contract that would have me with them for seven years and put me back to the original contract of 39 months. i'm not asking for them to remove the alarm services . I just need to remove the camera part because it never has worked.

Business

Response:

March 1, 2016

RE: [redacted] Case #[redacted]

Dear Ms. [redacted]:

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

Mr. [redacted] has expressed dissatisfaction with the camera system installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. In light of Mr. [redacted]’s unique circumstances, Guardian’s representative agreed to cancel the camera portion of his Agreement. Mr. [redacted]’s monthly rate will be reduced to $39.95/month with thirty-nine (39) months remaining in the initial term of his monitoring agreement. Mr. [redacted] expressed that the above resolution fully satisfied all concerns.

Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Guardian appreciates the opportunity to regain his trust and to continue providing him with his security monitoring services.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: Built a home and paid for guardian equipment to be installed ($2700). Through the activation they could not get the equipment to work. They made several attempts. The system was never activated in September 2015. Ever since the initial installation we have been charge the monitoring fee. We have never received service as it was never initiated. They are continuing to auto pay the monitoring fee. I would like to cancel the contract as the service was never started.Desired Settlement: The contract starts our commitment with the service from the date of initiation. We've never initiated. They have unsuccessfully attempted to initiate on several occasions. I would like the amount that I have been charged for the service to this point to be refunded as I have not received the service.

Business

Response:

March 17, 2016

RE: [redacted] Case #[redacted]

Dear Ms. [redacted]:

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

Mr. [redacted] has expressed dissatisfaction with the monitoring equipment installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. In light of Mr. [redacted]’s unique circumstances, Guardian has applied a credit to Mr. [redacted]’s account in the amount of $238.75 for the time in which Mr. [redacted]’s system was not properly functioning. Additionally, Guardian has scheduled onsite service at no charge to Mr. [redacted] to inspect the system and make any necessary repairs. Said service appointment is scheduled to take place on March 21, 2016. Mr. [redacted] has expressed that the above resolution fully satisfies his concerns provided that all equipment functions properly after the onsite service appointment. Please note that Guardian will follow up with Mr. [redacted] next week to ensure he is completely satisfied subsequent to the onsite service appointment.

Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Guardian appreciates the opportunity to regain his trust and to continue providing him with his security monitoring services.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

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

This company is the worst they take your money and hook you with contracts without you even knowing it I been with guardian sense January 2014 then I moved 5 months later charged me with moving fee with was ok but added 3 years on my contract now I'm stuck paying for 3 years till 2018 and I don't even have an alarm in my home. After I found out I dint not want that alarm in my home so basically I got scammed. Worst customer service too lady on the phone did not care or wanted to hear what I had to say just kept trying to give me deals so I could subscribe with them.

I am very disappointed in gaurdian. I have been a customer since 2011. I have never missed a payment or ever been late. I trusted them with protecting our family and last year even renewed our services with them when we moved. I worked with them when we moved to [redacted] and they had a hard time finding someone to install our service at our new place. I was patient understanding. I didn't ask for a refund or cancelation of service. I was understanding. After 3 weeks of no service in a bad neighborhood they got me all hooked up and I was thankful! Now not so much I have been loyal and understanding and when I need them to be loyal and understanding to me they ARE not! My husband lost his job. We have absolutely no income. We are having to move back home to close to family to help us in this time because we are having a hard time finding jobs and childcare is insanely expensive! I asked gaurdian to please let us out of our contract. That I would be back as soon as we got on our feet I just needed time. There response NO. I escalated to a supervisor who gave me the run around long story short they offer me a 700 dollar termination fee. I am broke having a hard time affording a roof over my children's head and food in their bellies and u want me to hand u 700 + dollars seriously after being a customer for 5 years that's what I get !?. Thank you gaurdian thank you so much

Review: The installation is not the subject of this review, but the service that followed. I am writing you as a member because I just learned Guardian Services is a company that carries your excellent service recognition. Excellent service is not what I am currently receiving. I have sought help from [redacted] in Account Services, but cannot get a return phone call.When our home was purchased in [redacted] in 1999, my husband ([redacted]), bought a security system from Guardian. It was installed and monitoring services were provided and paid for on a monthly basis. Once the initial contractual agreement was fulfilled, the services were maintained without a new contract. In January of 2013, my husband died. I contacted Guardian to advise of his death. After providing proof of the death, the account was then changed to my name, [redacted]. I kept the service and continued making monthly payments as required. August 2014, I sold my home and relocated to [redacted] to be closer to family. When I called Guardian to request service disconnection, I was advised I was under a new contract and had approximately 18 months more to pay. I have continued to pay, but it is a hardship. The company's response to this matter seems most unfair and without compassion. My husband and I were loyal customers and never defaulted on payments. While grieving his loss, I was simply being responsible in notifying him of the death. The representative I spoke with never advised that transferring the name on the account would initiate a new contract. Had I been aware, I would have never changed the name, as I had already embarked on plans to sell our home. While I recognize this is business and not personal, I was hoping they would treat it personally and make an exception, extending some grace in light of my most unfortunate circumstances. To date, I have struggled to make payments for services I don't receive. I don't know the new owners of my previous home and I have no need of a transfer of the service here. I cannot get the representative in account services to return my calls regarding this matter. Perhaps you cannot act as a mediator, but I wanted [redacted] to be aware of this very callous behavior and lack of professionalism and compassion by Guardian Protection Services. I would never use their services again nor recommend them.Desired Settlement: Cancel the existing contract forcing payment for services, I don't use.

Business

Response:

January 2, 2015

Re: [redacted] - Complaint #[redacted]

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

Guardian extends sincerest condolences to Ms. [redacted] for the loss of her husband and apologizes for any confusion related to the transfer of services into her name. Based on Ms. [redacted]’s request, Guardian will discontinue all 24-hour monitoring and related services at her former residence located at [redacted] in [redacted]. The balance due on the account will be waived and no further billing statements shall be received from Guardian.

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

Sincerely,

[redacted], Director

Account Management Department

Consumer

Response:

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

Review: I contacted Guardian to provide monitoring services for an existing alarm system in a home that I purchased less than a year ago. Although we've only had the service for a few months, the alarm system is defective and keeps sending out treble signals and error messages. It has happened at least 8 times in the past 2 months. When I contacted Guardian about it they said they would send someone out to fix it, but I would have to pay them. After I said I didn't want the service any longer they said I either had to pay $900 or honor the rest of my monitoring contract, but they offered to send someone out to fix the system. They sent a technician out on April 8th, but we continue to have issues. In just the past week, it has sent out a treble signal twice. I would just like to terminate my service contract and not use the system as there is an obvious problem with it.Desired Settlement: At this time, I would just like to be released from my contract without having to pay the early termination fee.

Business

Response:

May 1, 2015

RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:

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

Ms. [redacted]’ letter expresses dissatisfaction with her security monitoring equipment and further disputes that onsite service visits to repair the equipment would be subject to billable rates. Ms. [redacted] has requested the cancellation of her account as a result.

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account including the terms of her Sales and Monitoring Agreement (“Agreement”) dated December 3, 2014. A review of Ms. Ms. [redacted]’ sales paperwork indicates that she declined to subscribe to Guardian’s Extended Repair Agreement under which all onsite service appointments would be conducted at a $25 co-pay in lieu of Guardian’s full standard service rates. Ms. [redacted]’ decision was clearly identified in the “Special Conditions” section of her Agreement, “Customer has declined Extended Repair Agreement.” Accordingly, any onsite service appointments are subject to Guardian’s standard billable rates.

Notwithstanding the above, Guardian contacted Ms. [redacted] on April 17, 2015 and offered to schedule an onsite service appointment at no charge to her in a good faith effort to earn her satisfaction and resolve her concerns. Ms. [redacted] accepted and a service appointment was scheduled for April 22, 2015. During said service appointment, a technician rewired Ms. [redacted]’ keypad and power cycled the system. Prior to departing the residence, the technician conducted a full test of Ms. [redacted]’ system and confirmed receipt of all signals in Guardian’s central monitoring station.

Subsequent to the onsite service appointment, Guardian contacted Ms. [redacted] to confirm that all issues have been resolved to her satisfaction. Ms. [redacted] advised that she wished to wait several days to ensure the system did not continue to malfunction before expressing her satisfaction with Guardian’s efforts to resolve her complaint.

Please be assured that Guardian will continue to work closely with Ms. [redacted] to make certain all issues have been resolved to her satisfaction. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.

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

Sincerely,

[redacted], 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.Subsequent to the last repair, the system continues to go off from time to time. Another service visit was conducted today, but I am not confident the issue is resolved. Each time a technician comes out they say they fixed the problem only to have it happen again. I will wait another week or so and continue to call Guardian until they cancel the service or fix the problem. Please be advised that every time they come out, I have to leave the office early or go in late so it's an inconvenience for me as well as them.

Regards,

Business

Response:

May 20, 2015

RE: [redacted] – Complaint ID [redacted]



Dear Ms. [redacted]:

Thank you for forwarding Ms. [redacted]’ additional concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Ms. [redacted] for any inconvenience.

Our records indicate onsite service was conducted on May 6, 2015 at no charge to Ms. [redacted]. During the service appointment, Guardian’s technician installed a resistor to prevent the siren from pulling too much current. Subsequent to the service appointment, Ms. [redacted] has not reported any additional issues with the siren.

In the interim, Ms. [redacted] has informed Guardian that she will be moving from the monitored premises and has been in contact with Guardian’s Account Management Department with regard to the transfer of her monitoring services.

Again, Guardian apologizes to Ms. [redacted] for her recent negative experience. As a good faith gesture of apology, Guardian has applied a credit to Ms. [redacted]’ account equal to two (2) months of monitoring fees.

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], 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 bought this new construction house and Guardian Protection Service sales person worked with us to provide security system, ethernet outlets, phone outlets etc. Never during the discussion he mentioned that he is having us sign a contract of 5 years. When I asked about the 5 year clause which I observed in the paperwork while glimpsing through their paperwork, he said that it was just a price lock for 5 years and not a contract. After we moved into the new house I wanted to check on the details about my service with Guardian and got to know that they have pushed me into a 5 years of contract. I know for sure that my neighbors who bought houses little earlier than me were given a 2/3 year contracts so it is completely unethical and illegal on their part to push me into a contract for 5 years without informing me. As far as equipment cost and installation cost is concerned , I am sure they collected that money from the mortgage as I can see a component from Guardian in the mortgage document. These people are into misinforming and cheating their customers and earning money by unethical means. When I contacted them and asked what needs to be done to reduce or end the contract, they tell me that I need to pay them $2000(approx) as early termination fee! Really? Am I buying a car from them that I have to keep paying them for 5 years.Desired Settlement: I want a solution where Guardian reduces the contract term to 2 or 3 years which is reasonable in my understanding.

Business

Response:

December 22, 2015

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.

Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of his account. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred April 1, 2015, at which time he executed a Residential Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

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

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to reduce the initial term of Mr. [redacted]’s Agreement from sixty (60) months to thirty-six (36) months. Mr. [redacted] has expressed his satisfaction with this resolution.



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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: We moved to my house in June 2013 and had the Guardian System Installed. Over the months, whenever the system was breached accidentally, we NEVER received a phone call or cops. Suspecting somethings wrong, I triggered the breach a few times and still DIDNT receive a call. I called the company and they did a test and told me things were fine but signal was low. They sent someone to "FIX" the issue who confirmed its done. Next day I breached the alarm and still didnt work.Many times, I recorded the breach on my iphone as whenever I called the service agent did not listen and were rude. Sales DID not return my calls even after escalation via email and phoneThen one day after a theft nearby, family got scared and I triggered the alarm. Even after many minutes of the alarm, did not receive a call. I called and spoke to the supervisor and told them that I am recording this conversation. They told me that nothing is wrong and while talking to them I breached the alarm, while still recording.The supervisor, realizing there was a problem blamed it on signal but I told them they already came and confirmed that was fixed. I told them I want to disconnect as I cant trust them anymore and she threatened me with costs.This company should be shut down they are risking people's lives by lying about their product. NOT one time did I get a monitoring call while I was under the impression my family is safe. Then they defraud me by saying that its my fault and I have to pay.I would like every penny I paid back including the installation costs. Plus I would like Revdex.com to take the necessary action that they apologize for putting my family at riskDesired Settlement: Refund of Installation Costs - ~$200Monthly Payments From June 2013 - Dec 2014 ($45 / month) - $315Relieve me of contract and contract termination charges

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to respond in an attempt to clarify this matter for all parties.

Guardian has conducted a thorough review of Mr. [redacted]’s account. Our records indicate Mr. [redacted] engaged Guardian by way of a Sales and Installation Agreement and a Monitoring and Repair Agreement (“Agreements”), both dated June 25, 2013. Pursuant to the Agreements, Guardian was engaged to activate and monitor the existing security system in Mr. [redacted]’s new home. (Please note the existing security system in Mr. [redacted]’s home was installed by another security provider.) Guardian also provided and installed a new keypad and a new key fob. The initial term of Mr. [redacted]’s Agreements was a period of thirty-six (36) months. Mr. [redacted]’s services were activated on July 2, 2013. At that time, Mr. [redacted]’s system was fully tested and was found to be operating properly as evidenced by signals received at Guardian’s Central Alarm Monitoring Station.

On August 17, 2013, Ms. [redacted] contacted Guardian and expressed concern that the security system was not communicating signals. Guardian’s representative assisted Ms. [redacted] by conducting a test of the system over the telephone and confirmed receipt of all signals. Later that day, Mr. [redacted] contacted Guardian and advised that he had activated an alarm event to which Guardian had not responded. Guardian’s representative offered to schedule an onsite service appointment to fully inspect and test the system to ensure proper functionality. Said appointment was scheduled for August 30, 2013.

Onsite service was conducted as scheduled on August 30, 2013 at which time Guardian’s technician found an antenna wire coiled up inside the security panel which could hinder the transmission of alarm signals. The technician lengthened the antenna to increase the signal, tested the system and confirmed receipt of all signals.

On January 1, 2014, Ms. [redacted] informed Guardian that she had experienced an alarm event the evening prior (on December 31, 2013) to which Guardian had not responded. Guardian’s representative offered to conduct a test of the system while on the telephone, however Ms. [redacted] declined.

A short while later, Mr. [redacted] contacted Guardian and requested to test his security system. Mr. [redacted] also advised that he possessed a video recording of an alarm event at his residence to which Guardian did not respond. Guardian’s representative assisted Mr. [redacted] by conducting a test of the system over the telephone and confirmed that Guardian received the signals within 27 seconds of Mr. [redacted] activating the alarm event. Guardian’s representative also informed Mr. [redacted] that his system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of his account reveals that all test signals were properly received and that Mr. [redacted]’s system was consistently communicating with Guardian’s central monitoring station.

Guardian’s representative further explained to Mr. [redacted] that if he had activated his system then quickly cancelled the activation at the keypad, such cancellation likely could have prevented the alarm signal from being transmitted to Guardian’s central monitoring station. (It should be noted that that manufacturers of today’s high-tech alarm system hardware intentionally program a delay of 15-30 seconds in order to mitigate the potential of false alarms whereby authorities may be dispatched needlessly.) Mr. [redacted] disagreed with the representative’s explanations and reiterated that Guardian did not contact him in response to an alarm event the previous evening. In a genuine effort to address Mr. [redacted]’s concerns, Guardian’s representative offered to remotely access Mr. [redacted]’s security panel and access the panel history which would confirm dates and times of all panel activity (i.e. arming/disarming of the system, alarm events, etc.). Mr. [redacted] declined and the call was abruptly terminated.

Shortly thereafter, Mr. [redacted] contacted Guardian again and indicated he had triggered an alarm event and wished to verify signals. Guardian’s representative advised that no signals had been received during the timeframe in which Mr. [redacted] indicated the alarm event occurred. Guardian’s representative offered to test the system over the telephone with Mr. [redacted], however Mr. [redacted] declined. Guardian also offered to schedule onsite service to fully inspect the system and make any necessary repairs. Mr. [redacted] declined all offers for onsite service and requested the cancellation of his account. Guardian politely informed Mr. [redacted] that the account could not be cancelled until Guardian had been provided the opportunity to make repairs to his system unless he wished to remit an early termination fee. The call was abruptly terminated and Guardian received no further communication from the [redacted]s until receipt of the subject complaint.

Upon receipt of your letter, Guardian reached out to Mr. [redacted] in an effort to address and resolve his concerns. Guardian’s representative apologized to Mr. [redacted] for any issues and offered to schedule onsite service at no charge to fully inspect the system and make any necessary repairs. Guardian’s representative further explained that Guardian offers a 6-month guarantee whereby if Guardian is unable to repair his system, Mr. [redacted] would be eligible to cancel his account and receive a refund of all monies paid to date, however Mr. [redacted] must first provide Guardian the opportunity to make repairs to his system. Mr. [redacted] refused Guardian’s offer for service and the call was abruptly terminated.

Upon review of the above information, Guardian respectfully declines Mr. [redacted]’s requests to cancel his account and provide reimbursement at this time. Guardian has at all times honored its obligation under the Agreement. Guardian has responded to all reported issues with Mr. [redacted]’s system in a timely and professional manner and has offered to provide onsite service at no charge to Mr. [redacted], to which he has declined.

Guardian’s offer to schedule onsite service at no charge to Mr. [redacted] remains available to him. If after conducting onsite service Mr. [redacted] continues to experience issues with his system, Guardian will honor his request to cancel his account and refund all monies paid to date. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Alternatively, Mr. [redacted] may remit timely monthly payments until such time that he is eligible to cancel his account.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

Review: After nearly 3 years of service with Guardian Protection Services, and unknowingly opening a supposedly "zoned" double sliding lanai door only to realize it was not properly alarmed I contacted the company. After being explained or shall I say given the excuse, that I never specified the need for 2 sensors, they are claiming that I have to pay an additional $50 to install another sensor. Who in their right mind would place a sensor within the SAME entry on only 1 side, when there are 2 doors? This is CLEARLY an oversight on their part, yet I have to pay for it. This is absolutely preposterous.Desired Settlement: I firmly believe that because the contract reads "sliding doors," Guardian Protection Services should not charge me an additional fee to rectify this clear oversight on their behalf.

Business

Response:

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

For background, please note that Mr. and Ms. [redacted] originally met with Guardian in May 2011 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Ms. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Ms. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on May 25, 2011.

Mr. [redacted]’s letter expresses discontent that a sliding lanai door was not contacted on both sides. Upon receipt of Mr. [redacted]’s letter, Guardian conducted a thorough review of the account and associated sales paperwork and respectfully finds no indication that two (2) sensors were to be provided at the time of sale. Notwithstanding, Guardian has contacted Mr. [redacted] and offered to provide and install one (1) door contact at no charge in order to resolve his concerns. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: We had to use Guardian Protection Services to do the wiring on our new home purchase because that is who our home manufacturer uses. In the meeting to go over the wiring, they sold us on a home security system. What the representative failed to disclose was that by signing up for the home security system, we were committing to a full 5 years of monitoring services from Guardian. There was a section where we had to initial multiple items and one of them was that we agreed to the terms. This however was not verbally disclosed by their representative. I feel that something of that magnitude should not be glossed over. I can't tell you how many pieces of paper we had to sign and initial when getting this house. Also, the contract states that we only had three days from signing the contract to terminate the agreement. The house had not even been built yet. How are we supposed to know if we like the system or their service if it does not yet exist? I feel this is also a poor business practice. Calls to their customer service resulted in having them send a copy of the contract and basically threatening to send us into collections if we refuse to pay for their service. We are still in the free six month monitoring period. We do not like the service. Why can we not cancel a product/service we do not like? It was billed as a free trial, not something we were stuck with for five years.Desired Settlement: Termination of the contract.

Business

Response:

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

For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in September 2013 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 September 25, 2013 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.

Additionally, at the time of sale Mr. and Mrs. [redacted] were provided with three (3) full business days to review documentation as well as 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.

Upon receipt of your letter, Guardian’s General Manager contacted Mrs. [redacted] directly to discuss her concerns. During that conversation, Guardian’s General Manager apologized to Mrs. [redacted] for any confusion related to the initial term of the Agreement. In a genuine effort to resolve the [redacted]s’ concerns, Guardian offered to reduce their initial term from sixty (60) months to thirty-six (36) months. As an additional gesture of good faith, Guardian offered to waive monitoring fees for an additional three (3) months, thus providing the [redacted]s with monitoring services at no charge for the first nine (9) months of the initial term of their Agreement. Mrs. [redacted] indicated she wished to review this offer with Mr. [redacted] and would contact Guardian with their decision. Guardian has made several subsequent attempts to contact the [redacted]s to follow up, however has been unable to reach them to date.

Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. Should the [redacted]s wish to accept, they may do so by contacting me directly at the telephone number listed below. Guardian values the [redacted]s as customers and appreciates the opportunity to regain their satisfaction in the services we provide.

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 relocated to another state, which as part of the contract I was supposed to be able to transfer my service to my new home. I signed the relocation agreement, and heard nothing from them for weeks. I finally started calling in, and they were "working on it" and would call me back when they found a technician to install my new alarm system. Six weeks after signing my relocation contract, I started to call regularly, and was consistently promised a call back. As things escalated up the management chain, I was still met with empty promises of returned calls.

Eventually, they were able to find an installer for my system. At this point, I'm nearly two months (which I have still been paying a monthly fee for a service I was not receiving) without an alarm system. I am told they can have an installer available Friday between noon and five. It's a holiday weekend, and I am not available. Outside of that, they are opening an office in three months when they can provide service. I tell them this is unacceptable for an alarm company to expect me to wait five months without any sort of security, and I am told that since the service cannot be provided (it will be 5 months from the time I signed the relocation), they would let me out of the contract.

I found a new alarm company right away and signed up. However, I received a call stating that since a new office is opening in 90 days in my area, they would not let me out of my contact, and I would have to pay for the remaining 8 months, regardless if service is provided or not. Since this concerns my personal safety as well as the safety of my family and belongings, they said they would discount the termination fee, which at this point having already signed up for a new company I felt I had no choice.Desired Settlement: I believe Guardian should have allowed me out of my contract due to the fact that I wanted to complete (in fact, extend) my current contract but they were unable to provide service. I did not voluntarily choose to terminate, but I cannot ignore the safety of myself and my family at my new home. A security alarm company should not be able to force clients to wait 5 months to protect their lives, and I believe I am owed the termination fee.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s 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 [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

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

As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on October 11, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. [redacted]’s signature.

On October 25, 2014, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian informed Mr. [redacted] that his account could be placed in an inactive state for a period of three (3) months to allow him the opportunity to secure a new residence.

On December 22, 2014, Mr. [redacted] informed Guardian that he had purchased a new home and requested that monitoring services be transferred. Guardian immediately informed [redacted] of Mr. [redacted]’s desire to relocate services and requested that [redacted] contact Mr. [redacted] directly to coordinate installation and activation of his new system. Unfortunately, [redacted] does not have a local presence near Mr. [redacted]’s new home and was unable to locate a subcontractor in the area who could install the new system on their behalf. Due to the unique situation, [redacted] authorized Guardian to accept a 50% reduction of the early termination fee to allow Mr. [redacted] to cancel his account. Guardian presented the offer to Mr. [redacted] who accepted and remitted said payment on February 9, 2015. Guardian received the subject complaint immediately thereafter.

Guardian apologizes that the efforts made by [redacted] to relocate Mr. [redacted]’s monitoring services did not meet his expectations however please understand that Mr. [redacted]’s relocation from the premises does not alter his legal obligations to [redacted] pursuant to the terms of his Agreement. [redacted] provided and installed expensive electronic security equipment at no charge to Mr. [redacted] with the expectation to recover that investment made over the 3-year term of the Agreement. Had Mr. [redacted] elected to cancel his account immediately upon relocation, an early termination fee would also have also been required at that time.

Because [redacted] was unable to accommodate Mr. [redacted]’s request to relocate services, [redacted] in good faith offered to reduce Mr. [redacted]’s early termination fee by 50% as a courtesy. Mr. [redacted] accepted the proposal and remitted payment accordingly. Therefore, based on the above information, [redacted] finds Mr. [redacted]’s request for reimbursement of the early termination fee unwarranted at this time.

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

Sincerely,

[redacted], Director

Account Management Department