Guardian Protection Services Inc

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: We have been using Guardian Protection Services for approximately four years. Contacted Guardian Protection Services to have my security monitoring service discontinued on 6/22 due to the fact that they did not monitor my house from 5/4/15 through 6/21/15. The panel's phone line was not in communication with the central monitoring service and Guardian Protection Services tried to contact the first phone number of the four listed in our emergency contact list. We continued to arm and disarm the panel all the while, we were under the false security that the system was protecting my family. It was not.

We were informed by Guardian that since they received an answer from our answering service that they considered it appropriate contact for the panel failure. There was no other attempt to get in contact with any of the other three contact phone numbers that are on file at Guardian Protection Services. How is this appropriate monitoring service and not a breach of their contract?

Guardian's policy that an answering service is an appropriate contact for the failure of a panel and doesn't treat it like a "larger/more important emergency" (Guardian's words during our phone conversation) But what would have happened if our home was broken into while the house was unarmed and an individual simply disconnected the panel then proceeded to threaten our lives? No alarm would have been triggered and Guardian doesn't think of that as a true emergency to reach the emergency contact numbers.

We have no idea how often this problem occurred in the past without knowing if we were being provided the service that we were promised and paid for.

I cannot continue to put my family's lives in danger due to this policy and breach of contract. I want refunded for the monthly monitoring service payment made for May and June and the contract to be voided.Desired Settlement: Refunded for the May and June payments made for the monitoring services that were not provided. And, the remaining 15 months of the monitoring agreement to be voided.

Also, to change their policy of a loss of signal to ensure contact of all emergency contact lists to ensure the safety of their customers. How many people are being affected by this "protocol"

Business

Response:

July 10, 2015

RE: [redacted] – Complaint ID [redacted]



Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted] concerns.

Our records indicate a regularly scheduled test signal was not received from Mr. [redacted] system on May 4, 2015. Guardian’s automated system reached out to Mr. [redacted] via telephone to inform him of a potential issue; a voicemail message was left for Mr. [redacted] on his home telephone number.

On May 30, 2015, Guardian did receive a test signal from Mr. [redacted] residence which indicated his system was properly communicating with Guardian’s central monitoring station however on June 21, 2015 Guardian again received notification of a failed test signal. As such, Guardian reached out to Mr. [redacted] via telephone and left a voicemail for him on his home telephone number.

On June 22, 2015, Mrs. [redacted] contacted Guardian and requested the cancellation of their account as they had engaged another security provider who offered upgraded equipment/technology. Guardian’s representative offered to provide that same technology however Mrs. [redacted] declined and stated she wished to move forward with cancellation. Guardian’s representative explained that an early termination fee was required as sixteen (16) months remained in the initial term of the Sales and Monitoring Agreement (“Agreement”). Mrs. [redacted] stated that she wished to discuss the offer to upgrade equipment with Mr. [redacted].

On June 26, 2014, Mrs. [redacted] contacted Guardian and reiterated her request to cancel the account. Mrs. [redacted] also expressed dissatisfaction that Guardian did not reach out to the people designated on the emergency contact list to advise of a potential communication issue. Guardian’s representative explained that a failed test signal is a different priority than an emergency and further explained that Guardian did leave voicemail messages for Mr. and Mrs. [redacted] requesting that they contact Guardian to conduct a test of their system. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mrs. [redacted] to review her concerns directly. During that conversation, Guardian’s representative explained that the failed test signal is not a guarantee that the system is not communicating and could be caused by marginal signal strength between the control panel and the cellular towers, which is most likely the case as Guardian received a signal failure from the [redacted] residence on June 21, 2015 however the signal was restored on June 22, 2015. Guardian did reach out and leave voicemail messages for Mr. and Mrs. [redacted] advising of a potential issue however this situation is not considered an emergency as Guardian cannot know for certain that the system is not communicating until the customer conducts a test of the system, thus Guardian does not reach out to individuals listed as emergency contacts. Guardian’s representative apologized to Mrs. [redacted] for any confusion and offered to apply a credit for two (2) months of monitoring services as requested in the complaint. Mrs. [redacted] expressed she wished to discuss this matter further with Mr. [redacted].

On July 1, 2015, Guardian spoke with Mr. [redacted] who reiterated his request to cancel the account. Guardian’s representative again apologized for any confusion and expressed that it was Guardian’s sincere desire to resolve this matter to his complete satisfaction. To that end, Guardian offered to accept a drastically reduced early termination fee of $200. Mr. [redacted] accepted Guardian’s offer and conveyed that he believed this to be a fair resolution. As such, upon receipt of Mr. [redacted] payment of $200, Guardian will cancel his account and he will be released from all remaining obligation. Again, Guardian apologizes to Mr. and Mrs. [redacted] for any confusion.

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

Sincerely,

Bill [redacted] Manager

Customer Service 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.

Review: We had a system installed at our home 2 years ago and the sales rep at the time was very helpful and knowledgeable. When we were signing the papers, he shortened the contract term from 60 months to 36 and warned us that the company has a track record of locking customers in for excessive terms without clearly disclosing the terms and conditions.

A year later we were moving to a new home and I called Guardian to schedule to have it moved with us. I had read online (I believe from Guardian's website, but not 100% sure of that) that equipment transfers were offered free when you moved, but the sales rep I spoke with on the phone quoted me a charge of approx. $400 to move our equipment to the new home. The new home already had a system installed, so it did not make sense why they even needed to install their own equipment and not simply transfer monitoring to the new address. At any rate, I was not interested in paying the fee and the rep said that he could waive it if we renewed our contract. I agreed to do so, assuming the original 36 mo term would be in place. However, in the busyness of moving I did not read the fine print to see that he had increased the term back to 60 months. Rather than extending our existing contract by 12 months, he added an additional 36 months to the 24 that were remaining.

I have spoken to Guardian's customer service team 3 times now trying to find someone that will recognize the deception in Guardian's actions and make an attempt to correct the situation. To date, I have not had any help and each phone call ends in frustration. I am not sure where else to turn or what options might be available. In order to terminate my contract, Guardian will require a payment of $1,225 for equipment and $425 for services. The $1,225 will not go away for 4 years. Please advise.Desired Settlement: I would like to have the entire contract voided at no charge so that we can part ways.

Business

Response:

May 29, 2015

RE: J[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 provide response and facilitate resolution of Mr. [redacted]’s concerns.

Mr. [redacted]’s letter expresses discontent with the initial term of the agreement he executed upon relocation to his new residence. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly.

Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. As such, Guardian reviewed the telephone interactions with Mr. [redacted] as well as the relocation paperwork and found that Guardian’s representative clearly explained the initial term of the relocation agreement to be 60 months. Notwithstanding, Guardian apologizes to Mr. [redacted] for any misunderstanding or confusion.

In a genuine effort to satisfy Mr. [redacted] and bring swift resolution to his complaint, Guardian has agreed to reduce the initial term of Mr. [redacted]’s current agreement. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and is pleased to continue providing him with his 24-hour security monitoring services.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Since I've had Guardian I've had multiple issues with service and the system not communicating. They replaced the battery core and it still went out. My mother was ill when I signed the new contract that apparently doesn't have an early termination fee and I'll have to pay the remaining nineteen months on the contract which comes to $1000. I am moving with my fiance and he already has a system. My mother passed and it will only be my father at the house and he can't afford any extra monthly payment. Also, in the six months he's lived with me I haven't used the alarm because he can't turn it off. He gets mixed up with the fob and always forgets the number. It's ridiculous that in these times a company wouldn't have an early termination fee in their contract. I was expecting to pay a $250 fee or so not $1000. That is ridiculous especially when the pest control, cable, and lawn care waved such fees since I'm moving in with my fiance and he already has all these established. I would definitely stay away from this company. I had two previous companies and they did a much better job!Desired Settlement: I would like a fair early termination fee instead of paying the next 19 months for a service I won't be using.

Business

Response:

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

As background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted].

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

Also included in the sales paperwork is the Notice of Cancellation Form, which was acknowledged by Ms. [redacted] at the time of sale. This document serves to memorialize that Ms. [redacted] was provided with three (3) full business days to review all of the paperwork and cancel the transaction with [redacted] with no further obligation had she desired to do so. This period of time also provided a reasonable timeframe for Ms. [redacted] to pose any questions regarding the transaction, paperwork, system, monitoring service or related obligations. Guardian did not receive any questions or requests from Ms. [redacted] to discuss or cancel the transaction; therefore, [redacted] and Guardian proceeded to fulfill the obligations set forth in the Agreement. Ms. [redacted]’s account was activated on December 14, 2011.

Ms. [redacted]’s complaint expresses she has experienced “multiple issues with service and the system not communicating.” A careful review of Ms. [redacted]’s account reveals that Guardian made multiple attempts to contact Ms. [redacted] via telephone and written correspondence to address this matter and to schedule onsite service. Regretfully, Ms. [redacted] declined to accept Guardian’s telephone calls or return the messages left for her by Guardian. Without such communication, Guardian remained unable to evaluate Ms. [redacted]’s system for any potential issue and/or effect repairs.

Ms. [redacted] has also expressed dissatisfaction regarding the early termination fee required to cancel her account prior to the end of the initial term. Please note, Ms. [redacted]’s Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated December 12, 2011 designates Ms. [redacted]’s initial term to be thirty-six (36) months. On June 18, 2013 with eighteen (18) months remaining in the initial term, Ms. [redacted] requested the cancellation of her account. Guardian’s representative explained to Ms. [redacted] that pursuant to the terms of her Agreement, an early termination fee would apply. Guardian received the subject complaint shortly thereafter.

Ms. [redacted] has requested that Guardian accept a reduced early termination fee in order to cancel her account. Upon receipt of your letter, Guardian contacted Ms. [redacted] and in good faith, Guardian offered to reduce the early termination fee by nearly 50%. Regretfully, Ms. [redacted] declined Guardian’s offer.

Respectfully, Guardian is unable to provide any further reduction to Ms. [redacted]’s early termination fee. Please understand that the primary foundation for the initial term period as defined in Ms. [redacted]’s Agreement is to allow Guardian the opportunity to recoup the investment made in Ms. [redacted]’s residence, and also the reason an early termination fee is required if a customer requests to cancel prior to the end of the initial term. In a sincere effort to resolve Ms. [redacted]’s concerns, Guardian has offered to accept a drastic reduction to the early termination fee as designated by the terms of her Agreement. Please note, this reduced amount would allow Guardian to recoup its costs only. Guardian remains willing to accept this amount to cancel Ms. [redacted]’s account. In a further effort to assist Ms. [redacted], Guardian is willing to accept payment of the reduced early termination fee via three (3) monthly installments.

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. [redacted] concurs. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Ms. [redacted]’s satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Guardian Protection Service had a representative solicited me at my home in December 2010 regarding having an alarm system installed at my home. On December 28, 2010, I signed a contract to have a home alarm system installed. The installation date was scheduled for December 30, 2010. According to my contract the term of the agreement was for 5 years.

In May 2012 I was in the process of selling my house and contacted Guardian Protection, via a phone call, about cancelling my service. At that time, I was unsure if I would be purchasing a new home or renting and I did not want to install a security system in a rental property. I was told that if I canceled I would be required to buyout my contract, which would cost approximately $1500.00 depending on my cancellation date. I then received a letter from Guardian dated May 17, 2012. In the letter it stated my contract was from 1-14-2011 thru 1-13-2016. I was not sure why there was a two week difference form the date of my original contract but I did not argue. The letter also stated the options I had with my contract. One of my options was to move my account to my new home or business. NOWHERE in that letter did it state, if I choose that option, would my contract be extended. Due to the cost of the buyout, and the fact that I did purchase a home, I decided to move my service to my new home.

Per the original contract, I mailed Guardian a letter in December 2015 stating that I wanted my service canceled and my auto-pay deduction stopped immediately. This would have completely fulfilled my original contract. I received a phone call from Guardians loyalty department around December 9 or 10, 2015. After telling them I wanted to cancel they told me I could not cancel because I did not fulfill my contract. They told me when I moved it extended my contract for an additional 5 years. I spoke with Guardian on multiple occasions between that date and December 22, 2015, with absolutely no resolution. During that last phone call I asked them to send me a bill of what they were stating I owed AND a copy of the supposed extension agreement I signed. I received the bill/letter on January 4, 2016 but still have not ever received a copy of an additional agreement. The letter/bill I received that was dated 12/23/15 states I still have 16 months of my contract and owe a balance of $764.15. Guarding is stating I signed a new contract via an E Document. I do remember signing something about increasing my bill from $33.95/month to $44.95/month because I no longer had a land line. I also signed something for the new equipment that was installed in my new house, which was paid by me in full.

I have read my original contract over and I see nothing where it says if I move I have to sign a new contract. Nor does the letter sent to me on May 17, 2012 state anything about extending my contract if I moved. The contract is an agreement between myself and Guardian and not a contract on a specific home or location.

IF, which I am still not sure I did, I signed something stating that I agreed to extend my contract it was NEVER communicated to me that I was signing an extension to my contract. If this is the case, I was deceived by the representative because it was never explained to me that I was signing nothing more than a document with my new address and for new payment and equipment.

I have completely fulfilled my 5 year contract that I signed on 12/28/2010 and do not believe that I owe Guardian Protection any money at all. Because the letter dated May 17, 2012 stated my contract did not end until 1-13-16, and I did not question it at the time, I would be willing to pay for one month at $44.95.Desired Settlement: I am asking you to look at their policy of extending a customer’s contract without their knowledge or automatically extending a contract. Also, I would like for you to investigate the money they are trying to charge me for service I do not owe them for. Any help you can give me regarding this current bill/letter would be greatly appreciated. Also, please warn other customers about the deceitful and unethical practices of Guardian Protection. And their practice of trying to collect money that is not rightfully owed

Business

Response:

January 22, 2016

Revdex.com

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

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

For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] and Security (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Our records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”) with [redacted] on December 28, 2010 to engage monitoring services. The initial term of the Dealer Agreement is designated as five (5) years. Ms. [redacted]’s system was installed and activated by [redacted] on December 31, 2010.

On May 16, 2012 with forty-three (43) months remaining in her initial term, Ms. [redacted] informed Guardian that she was moving from the monitored premises and expressed interest in transferring services to her new home which had an existing system. Guardian’s representative offered to transfer monitoring services and provide one (1) new keypad in exchange for a $95 installation fee and execution of a new 56-month Agreement. Ms. [redacted] accepted Guardian’s proposal and a new “Sales and Monitoring Agreement” (“Relocation Agreement”) was forwarded to Ms. [redacted] via email for her review and signature. (A copy of the Agreement is attached hereto.) The “Special Conditions” section clearly states, “This is a 56 month initial term.” Ms. [redacted] executed the document electronically and returned it to Guardian via email on May 18, 2012. Ms. [redacted]’s system was installed and activated on July 6, 2012.

On December 9, 2015 with sixteen (16) months remaining in the initial term of her Relocation Agreement, Ms. [redacted] requested the cancellation of her account, advising she had engaged an alternate service provider. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Relocation Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian’s representative mailed a copy of the Relocation Agreement to Ms. [redacted] for her records.

Guardian spoke with Ms. [redacted] again on December 22, 2015 and explained the initial term of the Relocation Agreement to be fifty-six (56) months. Ms. [redacted] requested the early termination fee amount and Guardian’s representative explained that amount to be $764.15 (16 months X 44.95/month + $44.95 current balance = $764.15.) Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Ms. [redacted] disputed the initial term of her Relocation Agreement, stating she was not verbally informed of the term extension. Guardian’s representative apologized for any confusion and offered to mail another copy of the Relocation Agreement to Ms. [redacted]. Guardian’s representative further explained Guardian’s desire to assist Ms. [redacted] by offering options such as a reduced early termination fee or reduced initial term. Ms. [redacted] declined to discuss any offer except full cancellation of the account.

Ms. [redacted]’s letter expresses concern related to the initial term of her Relocation Agreement. For background, Guardian offers relocation assistance to customers so that they may continue to receive the services to which they engaged and fulfill the terms of the agreement to which they entered. Logically, there are costs associated with such relocation services (such as installing security equipment, administrative activities to establish the new account and the on-site technical labor required to install, program and activate services). While the majority of the costs are borne by the company, it is reasonable for the customer to bear a portion of the costs in one of two convenient methods: customers may elect to pay the associated charge as a lump sum in their next scheduled billing or they may elect to extend their contract term to essentially defray the costs over time.

Ms. [redacted] has expressed her belief that upon relocation, her initial term was extended “for an additional five years.” Please note, the Relocation Agreement executed by Ms. [redacted] extended her remaining term from forty-three (43) months to fifty-six (56) months, equaling a thirteen (13) month extension.

Ms. [redacted] has also expressed dissatisfaction that she was required to execute a new agreement upon relocation. Ms. [redacted]’s letter states, “The contract is an agreement between myself and Guardian and not a contract on a specific home or location.” Respectfully, this statement is inaccurate. Due to the nature of the services provided, the monitored site address is required to be memorialized in the agreement form which is acknowledged in writing by the parties.

Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services in Ms. [redacted]’s residence. The primary foundation for the initial term period as defined in Ms. [redacted]’s Relocation Agreement is to allow Guardian the opportunity to recoup its investment made in both her current home and her former home as well. The above services were performed with the expectation that Guardian will recoup its investment over the fifty-six (56) month term of the Relocation Agreement.

In light of the above information, Guardian is unable to cancel Ms. [redacted]’s account without further payment. Guardian does remain willing to work with Ms. [redacted] within reason to assist her in fulfilling her obligations under the Agreement. Guardian’s previous offers to a reduced initial term or a reduced early termination fee remain available to her. To that end, Guardian offers the following:

1. Guardian will agree to accept a 50% reduction to the early termination fee. Accordingly, upon receipt of the full payment of $382.07, Guardian will cancel Ms. [redacted]’s account and release her from all remaining obligation under the Relocation Agreement; or

2. Guardian will agree to reduce the remaining initial term from fifteen (15) months to seven (7) months. Upon reduction of the initial term, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel her account.

Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. These options shall remain available to Ms. [redacted] until close of business on February 19, 2016 after which they will be rescinded.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and against my better judgment I will accept their offer. I will call Andrew A[redacted] with Guardian Protection before February 19, 2016 to pay them $382.07 . I do not agree with their resolution and still believe I 100% completely fulfilled my contract. However, knowing that a large Corporate business has many more resources than one customer trying to fight for what is right, it will cost me more money in long run to hire an attorney and fight my case.I would like to comment on part of the response that Guardian Protection made in response to my original complaint. They made a comment that the reason I had to sign a new agreement when I moved was because Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services for my residence. There was not any extra expense added to Guardian by me moving locations. I paid the service charge for the technician to come out and install my equipment and get my system up and running. The installed all new equipment and did not connect existing equipment. I asked them on more than one occasion if the could use the existing equipment, because it was fairly new, and I was specially told no that it would not work with their system. I paid in full for all the new equipment that was installed in my house. My account was already established so the was no additional cost in creating a "new account". The only thing that had to be changed was my address on my current account. All my contact phone number, emergency numbers, and automatic withdraw account numbers remained the same, so stating they how to establish an account is more false information. Finally, activating 24-montoring services was also not a new expense because that was already happening. Every comment about Guardian incurring a "significant expense" because of my relocation is a huge fabrication. Something I never brought up in my original complaint about Guardian is the unsatisfactory service they provide. My original complaint was only about my contract so I did not want to add information that was not vital information at the time. However, I want consumers to know about the very poor service we received from Guardian Protection. Their poor service is the original reason I was watching my contract date so closely and cancelled my service as soon as my contract was over. When I moved in to my new location our house has two smoke detectors that wired in to our alarm system. Within a few months of us moving the fire department was dispatched to our house for "smoke" either two or three times. Each time I was at work and had to leave work, a 30 minute drive, to go home and meet the fire department. Thankfully the did not kick in my front door so I did not have an extra expense to bear. I was notified by our local fire department that my "free" false alarms were over and if they were called out due to a false alarm I was going to be charged. Guardian sent a technician to my house on more than one occasion, which I had to pay for, to try to figure out the problem. After, I believe, the third false alarm the technician said he was not sure what was making the smoke decorators set off the alarm so he just disconnected the monitoring of the smoke detectors. Since that time, our house has no longer been monitored for smoke by Guardian. Although I agreed for the technician to disconnect them it was only because I could not take the chance on another false alarm and receive a bill from the fire department. I also could not continue to pay for service charges to a company who did not how to correct their problem. In December 2010 I was a single mom, with three young children, and had just lost my husband to cancer seven months prior to my initial installation. We had to move in to a new house and had an incident one night. A solicitor from Guardian come to my house shortly after that incident so I decided it would be a good idea to have a home alarm system. When I signed the original contract I knew I would not be at that location for five years. This was a temporary move for my children and I . I was clearly told by the sales representative sitting at my dinning room table that it was no problem if I moved my service would follow to my new location. Not one time did he ever mention a new contract would have to be signed. If it would have been clearly stated to me that when I moved I would be required to sign a new contract, than I would have reconsidered signing with GuardianHere is my request to the Revdex.com of Western Pennsylvania. PLEASE do not continue to support this company and please warn customers from choosing Guardian Protection. There are many home security companies out there to choose from. Please do not choose a dishonest, unethical company who is under minding and taking advantage of their customers.

Regards,

Review: I had my system installed with this company over three mouths and from day one it has been a problem, they have been out 3 different times to replace the cellphone back up and on 3/28/2015 when I got home that night from work my alarm was going off I had not got a call from the control center about my alarm going off, so I went into my home and disarmed my system and still no phone call from the security company, so I called them and the monitor center had not got an alarm from my home?? I told them that I wanted my system replaced with a [redacted] system because as they know that this system has been off and on since I bought this system. Well I took Thursday off from work 4/02/2015 for them to change my system out well again that did not happen they wanted to trouble shoot it again so I'm tired of this and I want my home system replace with the type of system that I want in my home, they say when it was tested to day they got the alarm and it does it works sometimes and sometimes it doesn't so I want a new system in my homeDesired Settlement: I want a new system In my Home one that is going to work all the time!!I do want the [redacted] system installed in my home at No Charge and take this ** no good for nothing alarm out of my home

Business

Response:

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

Prior to receipt of your letter, Guardian had spoken with Mr. [redacted] and scheduled onsite service to take place on April 9, 2015. The service appointment was conducted as scheduled at which time Guardian’s technician replaced Mr. [redacted]’s [redacted] system with a [redacted] system at no charge to him. Prior to departing the residence, the technician tested the devices and confirmed all to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station. Mr. [redacted] has since expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to serve his security needs.

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: I am desperate to cancel a contract that a young man sold to me door to door in 2010. I was told that they would install a system for free and then they would be able to use our home throughout the neighborhood as an example so they could sell other systems. A local group locked me into a contract including installation within an hour by the owners son. ([redacted])

It wasn't until I called the local number I had from 2010 to request a disconnect of services....but could not reach anyone. (I had been given the name of [redacted] as owner of [redacted] with the local # in [redacted] of ###-###-####.)

The Charismatic Salesman (named [redacted] w/[redacted] ###-###-####) was the one pushing for the sale .1 reached disconnects locally I then called Guardian from a logo at the top of a Document & was told that my contract was with Guardian Protection Services out of Warrendale PA. and that the contract was for 5 years and not 3 as I had understood.

When I told a lady on the phone that the system had never been activated she noted that It obviously hadn't and there was only one occasion that police came to our home and that was when a Grandson visiting from Wyoming accidently pressed a button on a key chain that we forgot was there. She promised to get back to me but never did.

The enclosed letter notes our Financial SS Situation to the Company sent over a year ago and begging for cancellation. I felt a local company would easily understand and they would cancel a contract for a system that had never been used. How could one exception possibly hurt a large company? My checking account has continued to be charged $ 43.99 every month for now into a 3rd year.

Contacting them again in early July they sent a letter stating an early buyout would be another $615. A letter to that effect is enclosed, since then they have taken another monthly fee out of my checking account which they do on the 27th of every month‘.

Is there anything at all that can be done about this? I would so appreciate your time to look over these papers and advise.

Dear Sirs,

Recently I called your Company asking for cancellation of our Services with your Company as I knew that I had completed this month what I understood to have been a two year commitment. In that conversation with one of your service agents I learned that your company understood our commitment was for five years and that there would be a penalty of thousands and thousands of dollars.

May I explain what our situation is. We had a system installed in our home in 2008 with a company that promised everything was free and that our home would simply be held up as an example in our neighborhood for future sales. For the two years after that we had never used the system once because of fears that we would accidently set the alarm off and be unable to disarm it and stop police response. We had gone from a company out of [redacted] County and apparently been sold to [redacted] out of [redacted].

When a very charismatic sales person from a local company approached me while working in the yard about his system...I explained that we had a system already that we did not use in two years. I suspect I was considered to be vulnerable because a few weeks later [redacted] returned and had a new story that his system was superior and that he had some key bob things where we could easily alarm and disarm from our drive way. Before I knew it he called a technician in to make the switch. Soon after I tried the car thing once only to feel again the fear of use. One time last summer an out of town person borrowed my car and keys and his five year old pressed the button and brought the police with the need for assurance that we were O.K.

I had been told that I was signing up for a year with your company then in 2011 cailed to my salesmans local number to cancel the service from the only document I had in my file. It turned out to be a cancellation notice document referring to a cancellation within the first 3 days of signing on the back I had written local #'s for [redacted] Owner, Tech [redacted] and Salesman [redacted].

I was never given nor would I have signed up for a five-year agreement.

(The copy of a document, which your company just sent me was never presented to me and I discovered, did not even contain a correct birth date.) The questions must have been verbally asked and signed by someone else, but we have neither the money or the energy to obtain a lawyer and fight it.

Regardless, without ever complaining about the additional year of monthly payments wihile never using your system,..! had simply called for cancellation at the month I knew to have been fulfillment of TWO YEARS payments. You can imagine my shock at the discussion that followed.

My husband and I are on Social Security and I was diagnosed this year with Macular Degeneration and He with Type 1 diabetes at High medical costs. There is simply no more money available to continue and so I ask for mercy & immediate cancellation for the time we thought was obligated?

We would so appreciate your kindness and sincere understanding for what transpired and what is obviously a very painful request? If you need to send someone for return of any equipment we would gladly oblige. I eagerly await your response.Desired Settlement: To be released from contract

Business

Response:

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

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

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

Ms. [redacted] has requested that Guardian terminate her 24-hour monitoring services. In light of Ms. [redacted]’s unique circumstances, Guardian has agreed to honor her request. Upon receipt of Ms. [redacted]’s written authorization, Guardian will process her account for cancellation and she will be relieved from all further obligation. Upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Ms. [redacted]’s system. Additionally, Ms. [redacted] will receive no further billing statements from Guardian. Ms. [redacted] has expressed her complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

As of August 21, 2013 my complaint against Guardian Protection Services in Warrendale PA has been happily resolved. My previous Letters had fallen on deaf ears with no possible way to get beyond the initial request. My last communication with them told me the only way out of a contract for a security system that had never been used in 3 years was to pay over $600.

Their was a local news story on TV in [redacted] with them admitting that their # 1 Complaint was about Security Systems. In Desperation when it looked like nothing else would free me of this obligation I sent a letter to our local BB. Ultimately they knew exactly the path to pursue and I am so grateful.

Review: I am dissatisfied with the service provided by [redacted]. The alarm does not function properly and I am unable to secure my home. I receive several automated phone calls during the night regarding technical issues that they are unable to resolve over the phone without further fees and technician visits. The motion sensors do not work, the alarm units do not function properly and the technicians online are incompetent. Several phone calls have been initiated by myself and my wife to try and resolve this issue without success. Calls have been made to me/wife from [redacted] to upgrade to 4G service and sign a new 5 yr contract at all hours of the day. Aggressive sales pitch and bullying tactics employed. I called to cancel service and was told I would need to pay the remainder of my contract ($1500). Why am I paying for an alarm service that does not work, technicians who are incometent and callous customer service who practice their sales pitch more than their empathy or problem solving skills? I am not happy with the service, the product provided or the customer service. I would never recommend this company and will tell all my friends, neighbors and family to STAY AWAY FROM GUARDIAN PROTECTION SERVICE. Do whats right and cancel my service and waive the remainder of my contract. I am not satisfied with the service period.Desired Settlement: Cancel my service. Cancel my contract. Waive $1500 for the remainder of my contract since you are not providing me with adequate service. I do not want to deal with this company further, Huge headache and waste of time

Business

Response:

July 24, 2015

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

Dear Ms. [redacted]

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

Mr. [redacted]’s letter expresses discontent that his security system was not functioning properly and further disputes the service fees associated with conducting onsite service to inspect and repair the system. Mr. [redacted] also disputes a proposed contract extension to upgrade his radio to a 4G unit.

Upon receipt of the complaint, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative apologized to Mr. [redacted] for any confusion or inconvenience. In a genuine effort to earn Mr. [redacted]’s satisfaction, Guardian scheduled onsite service to upgrade to the 4G radio at no charge to him and with no contract extension. Guardian also applied a credit equal to two (2) months of monitoring services in apology.

Regretfully, due to a scheduling error on Guardian’s part, the technician was not dispatched to Mr. [redacted]’s residence at the scheduled date and time. Upon learning of the discrepancy, Guardian contacted Mr. [redacted] and offered its sincerest apologies for the error. In a good faith effort to demonstrate Guardian’s willingness to earn Mr. [redacted]’s satisfaction, Guardian agreed to apply an additional credit to his account equal to six (6) months of monitoring service. Additionally, Guardian has rescheduled onsite service to be conducted on July 25, 2015.

Again, Guardian deeply regrets causing Mr. [redacted] any inconvenience. Guardian values Mr. [redacted] as its customer and will continue to work diligently to earn his full satisfaction.

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

Sincerely,

Andrew [redacted], Manager

Customer Service Department

Review: In Spring of 2010 shortly after building my house a representative selling Guardian Protection Services products and services came around. The salesperson mentioned incidents of home breakin in the area (questionable information) and stated tht they had a specil and if you signed up that day you would lock in the price for extended period. Within a short time period of probably less then two weeks a installer was out to install the system. Everything was fine until I dropped my land line for a cell phone. I received monthly letters from Guardian that they were unable to test my system. Icalled customer service in I beleive August of 2012. It was determined through our conversation that the system needed a land line in order to function properly. The customer service person then tried to sell me on a upgrade for substantial more per month but I told her I was trying to cut costs not increase costs. I then inquired about a cancelling the service and that is when she told me I had signed up for a 5 year contract. At no time during the discussion with salesman did he ever mention anything about a 5 year contract. I then asked about a buyout plan and the woman told me sure and she would calculate and came back with a price of over $1000 which I told her was absurd. So for now I decided to let it ride but then in February of 2013 I lost my job. I called in March of 2013 after another letter about unable to test system. I told the customer service person that I no longer could pay for the system because of no job and besides the system was not functional. He told me he understood and would tell supervisor but Guardian continued to take money from my bank account. I then filed a complaint with Revdex.com but this was not the address that, that compalint was filed against and may explain why there was no response. I then sent a letter to the Warrendale address without response. Now they are sending me invoices for something that does not function and I cannot pay for.Desired Settlement: I just want them to stop bothering me and stop billing me for a system that is no longer functional. In addition their customer service needs to listen to customers. I was surprised to see that they have a A rating with Revdex.com. It would be nice to get refund of money back to point where the installed system was no longer functional. That is August of 2012.That is $279.60

Business

Response:

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

Guardian understands that [redacted] circumstances have changed and wishes to make every reasonable effort to assist him at this time. Upon receipt of your letter, Guardian contacted [redacted] to discuss his concerns and presented several options to him in a good faith effort to resolve this matter in a manner that is mutually agreeable to all parties. [redacted] found Guardian’s offers to be fair and reasonable and expressed his satisfaction with Guardian’s efforts.

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

Sincerely,

[redacted], Manager

Customer Service Department

Don't do business with this company. Zero options if you sell, move or suffer a financial reversal. Credit department is rude since they a obviously overwhelmed with clients who were told that they could cancel at any time by the salesman. Want to amend your contract to switch to a landline in order to reduce your bill? Forget it. They won't renegotiate at all. Options? None.

I signed what I thought was a 3 yr. contract with Guardian Protection almost 3 years ago. I called to ask about the process for cancelling once my contract was up. I was informed at that time that I actually signed a 5 year contract as well. After asking questions, I was also informed that the representative that was at my home worked for [redacted] a contractor through Guardian. While at my home, the representative never mentioned anything about [redacted]. He did not give me a business card stating that he was out, but everything he had in hand was from Guardian Protection. He also came back the next day stating I forgot to sign in one place and then went over the contract again with me to show me that nothing had changed. I see now that was his way of changing the contract to 5 years. I'm thinking the representative is no longer working for them, but if you get an [redacted] at your home with any alarm company stay away and don't let him in your home. Hope this info helps others.

Review: First of all the contract was miss represented buy the rep. he told us that the price wouldn't change for five years when in fact that was the contract time. Had we know that at the time I would have never signed it. there is only two things the I would sign a contract of that time frame is buying my house and buying a car. The second thing is on the contract they indicated that it was a new install and in fact is was not the only thing they installed was a heat sensitive alarm that was installed in the wrong place and they wanted to charge me to come out and move it. It went of three times. The fire department came out all three time and threatened to charge me for the false alarm. Then I was notified by my insurance company that they needed a certificate that the alarm was still active so I called Guadian security and they informed me that the alarm service had been canceled. so in-frustration I called the company that did install the system. I went from [redacted] to Guardian to save a dollar. Now they want me to pay for the remainder of the contract that still has 45 months left on it and I told they that I will see them in court first.Desired Settlement: Just to cancel the contract with a reasonable fee for early termination not the full amount.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted] in facilitating resolution.

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

In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian required certain paperwork to memorialize the transaction between Mr. [redacted] and [redacted]. Such required paperwork includes but is not limited to the Authorized Dealer Sales and Monitoring Agreement (“Agreement”), which defines all terms and conditions related to the services to be provided. The five-year initial term is part of the Agreement and is conspicuously indicated in the Agreement to avoid any confusion. Mr. [redacted] Agreement is dated February 4, 2012.

Mr. [redacted] Agreement indicates he purchased one (1) ** Two-Way Voice unit, one (1) smoke detector and two (2) key fobs. [redacted] installed the aforementioned devices, tied in all existing devices and activated Mr. [redacted] system on February 4, 2012, at which time Guardian commenced 24-hour monitoring services.

On May 27, 2013 with forty-five (45) months remaining in the initial term of his Agreement, Mr. [redacted] requested the cancellation of his account as he had engaged another security provider. Guardian’s representative informed Mr. [redacted] that an early termination fee would apply to cancel prior to the end of his initial term. Guardian received the subject complaint shortly thereafter.

Mr. [redacted] letter expresses that he contacted Guardian to secure a certificate of installation and was informed by Guardian that “the alarm service had been cancelled.” Guardian has researched its account records including all recent telephone calls 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.) A detailed review of Mr. [redacted] account reveals no record of Guardian speaking with Mr. [redacted] regarding the cancellation of his account prior to May 27, 2013. Mr. [redacted] may have directed these inquiries to [redacted] in which case Guardian would have no record of those interactions with [redacted].

Additionally, please note that Mr. [redacted] 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] system was consistently communicating with Guardian’s central monitoring station until May 27, 2013 at which time Guardian did not receive the expected test signal. Guardian immediately notified Mr. [redacted] of the potential communication issue on May 27, 2013 at which time he requested the cancellation of his account as he had engaged another security provider.

Upon receipt of the complaint, Guardian contacted Mr. [redacted] in an attempt to provide additional explanation and alternatives to resolve his concerns. Mr. [redacted] requested that Guardian terminate his Agreement and remaining obligation. An option is available for Mr. [redacted] to terminate the Agreement prior to the end of its initial term pursuant to payment of an early termination fee. The early termination fee is defined in Mr. [redacted]’ Agreement as $1,439.55 ($31.99/month X 44 months remaining + $31.99 current balance due). In this instance and in a good faith effort to assist Mr. [redacted], Guardian will agree to accept a reduced early termination fee of $700.00 (a 50% reduction) to terminate the Agreement. Mr. [redacted] has accepted Guardian’s offer. Mr. [redacted] may remit four (4) monthly installments of $175.00 until the early termination fee is paid in full. Upon remittance of his final payment, Guardian will cancel Mr. [redacted]’ account and all obligation will end. The discounted early termination fee is presented in good faith in an earnest effort to provide a fair and reasonable option for Mr. [redacted].

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I am appalled with Guardian Protection Services. The sales agent completely lied to us to get the sale. I had a sales rep from their company come to my house for a consultation because I was interested in an alarm system. Once he told me that it was a three year committment to sign up without paying for the installation, I told him that I was not interested because I knew we were going to be moving in a year and I didn't want to repay for the servies/new alarm. He lied to us and specifically told us that "we are a nationwide company and people move all the time". "All we need to do is transfer your service to your new house and there will be no charge for this". I stated, "are you sure because I dont want to sign up now, knowing that I will be moving and have to pay fees later"...:I would rather just sign up for the service when I purchase in a year and I know I wont be moving". He ASSURED me that there was no problems and no FEES/CHARGES would be assessed to move to a new location. "People do this all over the country", he stated. Trusting in the sales rep, I said, ok, as long as there is no fees to transfer, I will sign up today. I signed up. The day comes where we move into our new house. I called Guardian to tell them I moved, talk to the nice rep over the phone and he tells me that I would have to pay over $500 to set up my service at the new location!!...This is just the set up fee. And if I wanted to transfer for free, I would have to sign up for a new 48 month contract as well as only have 5 windows OR 5 doors covered. It wouldnt even cover every room in the house! What is the point of paying for an alarm where a burglar can break into a window that is not covered with an alarm!!! I am a sales agent myself, have been for years, and I have never had to lie to get a sale. It is dispicable. And I normally never complain about things because I am in the sales industry. But this is completely unacceptable and should not be tolerated. Something needs to be done about this.Desired Settlement: I would like for Guardian Protection services to either cancel my contract without penalty or hook up my alarm for free like I was specifically told word for word by the sales agent. And not on just 5 windows or doors like they were offering. On all of my windows so its actually safe. If they cant do this without any cost to me, I just want out of the contract.

Business

Response:

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

Our records indicate that [redacted] original transaction with Guardian occurred on April 27, 2012 at which time [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term of Guardian’s standard monitoring Agreement is sixty months, however at the time of sale the term was amended to thirty-six (36) months at [redacted] request. [redacted] provided her written acknowledgement of the agreed-upon term by affixing her initials beside the separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

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

On May 13, 2013, [redacted] informed Guardian that she planned to move to a new residence. As one of Guardian’s customary options for relocating customers, Guardian offered to install a basic security package in her new residence at no charge in exchange for execution of a new 48-month Agreement. A basic security package consists of a professionally installed security alarm control panel, stand-by battery, AC power transformer, control keypad, 1 motion detector sensor and 3 door/window contact sensors. [redacted] requested additional equipment to the base package and expressed dissatisfaction when informed of the associated cost of the additional security devices. Guardian received the subject complaint shortly after this conversation.

[redacted] has requested that her security system be relocated at no charge to her. Guardian accommodated her request and offered to install a new basic package system at no cost in exchange for execution of a 48-month monitoring Agreement. The additional fee referenced by [redacted] in her complaint represented charges for an additional sixteen (16) sensors which were quoted at a deeply discounted price from customary retail pricing. Guardian’s pricing is fair and reasonable.

Notwithstanding, Guardian wishes to facilitate resolution in a manner that will resolve [redacted] concern and win her loyalty as a valued customer. To that end, Guardian has agreed to provide and install a security system in [redacted] new home equivalent to the components of her existing system (12 window/door contacts, 1 motion sensor, 1 keypad and 1 security panel) at no additional charge based on a new Agreement with an initial term of 48 months. Additional components, if desired, may be purchased at a 30% discount from the normal retail pricing. Guardian believes this offer to be fair and reasonable and is hopeful that [redacted] concurs.

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

Sincerely,

[redacted], Manager

Account Management Department

Review: I sold my house and Guardian is telling me that I'm responsible for my contract for the next 27 months which equates to $1,350.00. I was told the only way I wouldn't have to pay is if a). The new buyers took over my contract (chose to use Guardian Protection for their home security), b). I temporarily suspended my account and use Guardian at my new residence (our new home won't be built until September 2016, plus I'm not happy with their service and will not use them again), c). I could refer a friend to use Guardian. I cannot believe how Guardian doesn't have a clause for people who sell their homes a d not strap them into the remaining balance. Any assistance you could provide would be greatly appreciated. Thank youDesired Settlement: Not be responsible for paying 27 months of home security protection for a home I no longer own.

Business

Response:

February 4, 2016

Revdex.com

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian appreciates the opportunity to provide response and address this matter.

For background, Mr. [redacted] moved from the monitored premises with twenty-seven (27) months remaining in the initial term of his Agreement. While Guardian was unable to simply cancel Mr. [redacted]’s account, Guardian presented Mr. [redacted] with a number of options to assist him in fulfilling his obligation under the Agreement. For example, Guardian offered to transfer monitoring services to Mr. [redacted]’s new home, or to a friend or family member. Alternatively, Guardian explained that should the new homeowner/tenant elect to activate monitoring services under a new Agreement, Mr. [redacted] would be relieved from all remaining obligation. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative reviewed the options previously presented to him. Mr. [redacted] stated none of the options were acceptable to him. Guardian’s representative explained that in order to cancel the account, an early termination fee is required. Guardian’s representative explained that amount to be $1,298.70 however, in a genuine effort to bring swift resolution to this matter, Guardian would agree to accept a drastically reduced early termination fee of $500.00. After considering the offer, Mr. [redacted] contacted Guardian and agreed to remit the reduced early termination fee on February 24, 2016.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

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

Review: Guardian Protection said they renewed our contract automatically because we did not tell them not to, sometime in 2013. We received no notice that it was up for renewal and can't find that clause in our contract. They said we will have to pay them over $1000 to finish out the contract. They also said the contract was renewed for three years, but on the phone the clerk said it won't be completed until 2018, which is five years. We need to get out of our contract but are afraid that if we pay they will still find some reason to keep us under contract because they won't send us paperwork saying the contract was terminated until they receive the money. We shouldn't have to pay this to begin with! What do we do next?Desired Settlement: We need for Guardian to cancel our contract and stop billing us immediately.

Business

Response:

September 4, 2015

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

Dear Ms. [redacted]:

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

Ms. [redacted]’s letter disputes the automatic renewal of her contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on April 16, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as thirty-six (36) 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 36 month monitoring agreement” and by affixing his signature at the bottom of the form.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted]’s initial term renewed on May 7, 2013.

Upon receipt of your letter, Guardian contacted Mr. and Mrs. [redacted] to review their concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to cancel Mr. and Mrs. [redacted]’s account effective October 6, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

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. However, please note that my husband did talk to someone from Guardian on 9/2 (Tuesday). The person said we would receive an email confirming the agreement to cancel our contract within 48 hours but we still have not received the email. We were waiting until after the holiday to contact you about this.Thank you for your attention and help with all of this!

Review: Guardian Protection Service has added additional months of service to my account after upgrading my system from a land montering service a web type. In August 2013 the service board was change and I was charge $50.00. With this change they added additional months on my initial 3 year contract to 60 months just because of the new equipment.

In April 2015 I called to find out was my contract had ended and was told it had ended. When call back to cancel the service I was told the person who told me that my contract had end was incorrect and had been punished for given me the wrong information and was not in the department which she should transferred me too.

I asked to speak to a supervisor named Patty and she stated I had 51 more months and I had to pay $1374.46 to cancel the service.

This is a dishonest action to stop me from leaving their service because the cost along is unfair for 1 and additional months should not be added to a repair bill.

Guardian should be put on notice for unfair Business practices and unfair charges accessed to customers.Desired Settlement: Cancel my account at the 3 year service without any other charges added.

Business

Response:

June 26, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

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



Dear [redacted]:

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

For background, [redacted] account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of [redacted] sales transaction and system installation took place directly between [redacted] and [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted].

[redacted] complaint expresses discontent related to the initial term of her Agreement and further expresses her belief that Guardian added months to her term on a “repair bill.” In light of [redacted] assertions, Guardian has reviewed its records including all telephone interactions with [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone conversations and interactions are recorded.) After review of [redacted] account, Guardian offers the following information.

Our records indicate that [redacted] engaged [redacted]’s services on April 3, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”). The initial term of the Dealer Agreement is designated as a period of thirty-six (36) months. The Dealer Agreement bears [redacted] signature. Guardian’s records indicate [redacted] system was installed and activated by [redacted] on April 4, 2012.

On July 8, 2014, Guardian did not receive a regularly scheduled test signal from [redacted] system. Upon notification from Guardian that a potential communication issue may exist, [redacted] advised that she had switched telephone providers. Guardian explained to [redacted] that the change in phone services had disrupted the communication from the security system. Guardian offered to install a cellular communication device which would allow [redacted] system to transmit signals without use of her telephone line. To offset the upfront cost of the device, Guardian offered to provide and install the device at a discounted cost of $50 in exchange for execution of a new 60-month agreement. Please note, a review of this telephone interaction revealed that Guardian’s representative clearly explained that the initial term would be extended to sixty (60) months and that [redacted] acknowledged her understanding and accepted Guardian’s offer. Guardian forwarded a new Sales and Monitoring Agreement (“Agreement”) to [redacted] for her review and signature. [redacted] executed the Agreement on August 8, 2013. In addition to signing the document, [redacted] placed her initials next to the separate and bolded clause which states, “This is a sixty (60) month Monitoring Agreement.” The initial term was also clearly defined in the Special Conditions section which states, “THIS IS A 60 MONTH AGREEMENT.” Upon receipt of the executed document, Guardian installed and activated the cellular communication device on September 10, 2013.

On April 9, 2015, [redacted] contacted Guardian to inquire when her monitoring services began. Guardian’s representative informed [redacted] that her services began on April 4, 2012. Please note, a review of this telephone interaction revealed no discussion related to the end of [redacted] initial term, nor did Guardian’s representative inform [redacted] that the initial term had expired.

On April 10, 2015, [redacted] requested the cancellation of her account. Guardian explained to [redacted] that she remained within the initial term of her Agreement and that an early termination fee was required to cancel at the present time. [redacted] disputed that she remained within the initial term and that her term had been extended upon installation of the cellular communication device. Guardian explained that [redacted] agreed to extend her initial term both verbally and by executing the new Agreement. Guardian’s representative further offered to mail a copy of the Agreement to [redacted] for her review. In a genuine effort to assist [redacted], Guardian offered to accept a 25% reduction to the early termination fee. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to [redacted] to discuss her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the full terms of [redacted] Agreement, in this instance and in order to bring swift resolution to her concerns, Guardian has agreed to cancel [redacted] account without further payment. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

Bill K[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 have had Guardian Protection for approximately one year now. We began to have false alarms the third week of December 2015 and immediately contacted customer service. They were able to disarm and attempt to reset our system several times including two separate instances in the middle of the night. We left on vacation December 26, 2015 and I set the alarm as away. A few hours later I was contacted by service advising an alarm was sounding and asked if everything was okay...problem was I was in an airport unable to advise and requested they dispatch local police. Alas, it was another false alarm. (I was charged a false alarm fee of $60.00 which I had to pay myself.)

I spoke with service twice while on vacation to try to set up a visit to my home to diagnose the problem. Service finally scheduled [redacted] Security to inspect the system. Upon inspection it was revealed that the equipment installed by YOUR original provider, [redacted] Security, installed equipment that did NOT "work" together as installed and essentially made the system useless. After speaking with service about the results I was told that [redacted] would be getting in touch for installation of the proper equipment and there would be no charge to me. We have been checking back SEVERAL times and each time we are told that the service representative would circle back with the local provider and each time the answer for the delay has been "waiting on parts."

It has been in excess of 5 weeks since we were originally told the parts were being ordered and to await local provider direction.

Our most recent attempts to get your company motivated to do your job was March 5, 2016 and were told we would hear something by Monday, March 7th...yes you guessed correctly we did NOT hear from anyone affiliated with your company. So we contacted you again Tuesday, March 9 and "David" advised he would look into it and contact us back by 2:30 pm local time. Here we are three more days later with no one from your company bothering to uphold one thing that has ever been spoken to us.

So after way too many calls and me being the proactive individual and being told now for almost THREE months we still have not had a local provider fix or even visit to rectify the situation that your original installer did by using the incorrect equipment.

Essentially I have been using a security system for almost one year, no sorry it hasn't even been able to be turned on for three months, that hasn't provided any security to me or my family.Desired Settlement: My solution:

A) Guardian refund me EVERY month of service paid in the past as the equipment originally installed was not correct thereby rectifying the system not of use and potentially putting myself and family at harm thinking we had a "quality"/operational system

B) Guardian refund me the $60 I had to pay for the December 26 false alarm caused by faulty equipment

C) Guardian pay for any install of a new system by a new provider of MY choice and nullify the agreement signed with Guarduan in March of 2015

Business

Response:

March 24, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian extends its apology to Mr. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues he has experienced.

Upon receipt of your letter, Guardian contacted Mr. [redacted] and scheduled an onsite service appointment to take place on March 23, 2016. During the service appointment, Mr. [redacted] expressed discontent with sensors which were to be installed in his home and requested that Guardian order smaller sensors. Guardian has placed the order as requested and will return to Mr. [redacted]’s residence as soon as possible to install the sensors as promised. Please be assured that Guardian will continue working closely with Mr. [redacted] to ensure his concerns are resolved to his complete satisfaction.

Additionally, Guardian has applied a good faith credit to Mr. [redacted]’s account equal to one (1) month of monitoring services, as well as a credit of $60 for the false alarm fine Mr. [redacted] recently received. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response received from Mr. A[redacted] fails to tell the whole story of the installation visit on March 23. The vendor showed up to our home with only three of the ELEVEN sensors that were needed for our home. Remember they've previously installed the sensors that aren't compatible. Secondly, the service technician admitted the sensors he brought were too large for residential use but was what was ordered? While I do appreciate the credits provided the matter remains open until we have resolution with an operable alarm system.Regards,

Business

Response:

April 18, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional concerns. Guardian has confirmed that the correct sensors were ordered and have been received. Onsite service is scheduled to take place later today at which time the sensors will be installed. Please be assured that Guardian will follow up with Mr. [redacted] after today’s service appointment to ensure that his concerns have been fully addressed and resolved to his complete satisfaction. Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience.

Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: I am a current customer of Guardian Protection Services and have been for over 2 years. When I signed up with the company for residential monitoring services I was clearly told that I would have a 36 month contract and this was written in to the monitoring agreement. I was also told that monitoring would continue beyond the 36-month contract end date. I was not instructed by the sales rep or installer that the contract would "auto-renew" for a five year contract length. A friend recently pointed out to me that this fine print was included in the terms and conditions of the contract. In addition, the company's website (including customer login area) does not include any information about the contract language or instructions on how to prevent the auto-renewal. The website also fails to provide instructions on how to cancel service.Desired Settlement: The company would halt these dishonest practices of including auto-contract renewals in the contracts especially ones that exceed the original contract length. At a minimum the company needs to add two important things to their website: 1) Detailed information about the auto-renewal including notification of renewal date and e-mail notification to customers prior to the auto-renewal clause taking effect. 2) The service to submit the written cancellation through the website.

Business

Response:

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

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

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

Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. To date, Mr. [redacted] has declined to return the messages left for him by Guardian.

Mr. [redacted]’s letter expresses discontent related to the automatic renewal clause found in his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated January 6, 2012. Please note, the automatic renewal provision found in Mr. [redacted]’s Agreement is a standard found throughout the [redacted] industry. The renewal provision is included as most [redacted] customers generally wish for their monitoring services to continue beyond the initial term of their Agreement. For this reason the Agreement and related monitoring services do not automatically terminate after the end of the initial term. Mr. [redacted]’s Agreement does provide the option to cancel within thirty (30) days of the end of the initial term upon written request. Respectfully, Guardian’s renewal provision is in no way a “dishonest” practice as asserted by Mr. [redacted]. Guardian has at all times conducted all transactions in a manner that is highly professional, competent, timely and in compliance with all Federal, state and local laws and regulations.

Should Mr. [redacted] wish to cancel his Agreement at the end of his initial term which expires on January 20, 2015, he may do so by contacting Guardian thirty (30) days prior to the end of his initial term. Guardian’s policies mandate that any cancellation request must be made in writing and must contain the customer’s signature, address and password for [redacted] purposes.

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

Sincerely,

[redacted], Manager

Customer Service Division

Review: During the month of December 2014 my home was not monitored due to a failure in the system, I left on vacation the whole month trusting my home was monitored, on my return December 30th I called customer service to verify the status of my alarm as the local panel was showing a phone failure, my phone line was Ok, in fact I used the same phone line to call Guardian, they told me a technician will be required to inspect the installation with a fee, I rejected the charge as I told them phone lines was working but system not working showing the same alarm, after 20 minutes discussion the operator on the phone agreed to provide the service at no charge, technician showed on time, he inspected the wiring and told me the wires were switched,(no body changed the lines), he switched the wires back but alarm remain showing phone line failure, after almost 1 hour calling back and forward to the central,he found some codes were changed and system was not able to identify my account/alarm system, he told me there will be no charge, but on the invoice dated 02/26/2014 shows a charge of $167.79 for services, I called back again and I was told technician wrote phone line inverted thus I'm responsible to pay, but the first told me no charge at all, the real problem was at the central not at my end, contract is for 5 year not 2 years I was told at the time of the visit to hire the services, I want Guardian to waive the service charge and cancel my service at no additional charge, I just don't trust them besides they fail to monitor my home in December 2014 without letting me know, they do have my cell phone and other contact numbers, still failed to notify me about the alarm out of service.Desired Settlement: Waive the service fee and allow me to cancel the service at no charge, due to failure to monitor my home during 2014.

Business

Response:

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

As background, please note that Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. The installation of and all subsequent onsite service for Mr. [redacted]’s system was also performed by [redacted]. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Mr. [redacted]’s.

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

A review of Guardian’s records indicates Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on August 3, 2011 to engage monitoring services. The initial term of the Agreement is clearly designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by placing his initials next to Section E which states, “…the initial term of this Agreement is five (5) years…”

Mr. [redacted]’s letter expresses discontent that his system was not communicating properly in December 2013. Guardian has reviewed its records in response to Mr. [redacted]’s concerns. Guardian’s research revealed that the regularly scheduled test signal from Mr. [redacted]’s system was not received by Guardian on November 8, 2013. Guardian immediately contacted Mr. [redacted] via telephone on November 8, 2013 to inform him of a potential communication issue. Mr. [redacted] did not answer the call and Guardian left him a detailed voicemail message at that time. On December 8, 2013, Guardian again received notification that the regularly scheduled test signal from Mr. [redacted]’s system was not received. Guardian immediately contacted Mr. [redacted] via telephone on December 8, 2013 to advise him of a potential issue. Mr. [redacted] did not answer the call and Guardian again left a detailed voicemail message. Guardian also provided Mr. [redacted] with written notification of the test signal failure on December 8, 2013 and further and requested that Mr. [redacted] contact Guardian as soon as possible to conduct a test of his system.

Guardian received no response from Mr. [redacted] until January 2, 2014. At that time, Mr. [redacted] was unable to test the system as he was not onsite. As such, Mr. [redacted] called back on January 3, 2014 at which time Guardian’s representative assisted him in testing the system while on the telephone. Guardian’s representative confirmed that several test signals were not received from Mr. [redacted]’s system and recommended onsite service to conduct a full evaluation. Guardian’s representative quoted standard service rates for the onsite service appointment. Mr. [redacted] disputed the service rates and in a good faith effort to satisfy Mr. [redacted], Guardian’s representative offered to waive the trip fee and conduct an evaluation at no charge, however advised that any necessary repairs would be subject to standard service rates. Mr. [redacted] accepted and Guardian relayed Mr. [redacted]’s request for onsite service to [redacted], the servicing company.

Onsite service was conducted by [redacted] on January 9, 2014 at which time the [redacted] technician found the phone line in Mr. [redacted]’s security panel to be installed backwards. The technician corrected the installation of the phone line, updated the system programming and confirmed receipt of all test signals in Guardian’s central monitoring station. Subsequently, an invoice was generated in the amount of $167.79 for the onsite repairs.

On March 7, 2014, Mr. [redacted] disputed the charges assessed for the onsite service and requested the cancellation of his account. Guardian’s representative reviewed Mr. [redacted]’s account and confirmed that Mr. [redacted] agreed to the service rates at the time he requested onsite service, however Mr. [redacted] expressed that the [redacted] technician indicated there would be no charge for the repairs. While Guardian had no record of any such promises being made, in a good faith effort to satisfy Mr. [redacted] Guardian offered to apply a credit to Mr. [redacted]’s account in the amount of $83.89, representing one-half of the charges assessed for the onsite service. Mr. [redacted] accepted Guardian’s offer to credit the account. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted [redacted] and requested a copy of the service work order signed by Mr. [redacted] on January 9, 2014. Upon receipt of the work order from [redacted], Guardian confirmed that [redacted]’s technician designated no charges for the repairs. Accordingly, Guardian has applied a credit to Mr. [redacted]’s account in the amount of $83.90 representing the remaining balance assessed for the onsite service appointment. Guardian apologizes to Mr. [redacted] for any confusion.

Mr. [redacted] has requested the cancellation of his Agreement based on his assertion that his system was not working properly and his belief that Guardian did not notify him of such. Based on the above information, Guardian is respectfully unable to accept Mr. [redacted]’s request to cancel without further payment. Our records indicate that Guardian notified Mr. [redacted] by telephone and in writing that a potential problem existed with his system. Should Mr. [redacted] wish to cancel his account, he may do so by remitting payment of the early termination fee as set forth in the terms of his Agreement. Alternatively, Mr. [redacted] may continue to fully utilize the services to which he contracted until such time that he is eligible to cancel his account at the end of his initial term on August 20, 2016.

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

Sincerely,

[redacted], Manager

Customer Service Department