Guardian Protection Services Inc

Review: I signed a contract with Guardian Protection for two (2) years. After three (3), I requested cancellation, and was surprised to be informed that I signed a contract for five years. I would have never signed a contract for an alarm company over 1 year, less known 5 years. On top of that, the contract amount was $44.95 and Guardian is deducting the amount listed below:

Guardian Cr: [redacted]

Payment Amount: $48.66

Fee: $0.00Desired Settlement: I would like to CANCEL Guardian Protection Services immediately! The reason is the amount of contract is different than agreed upon, one of their representatives changed the number of years agreed upon and I am not SATISFIED with their erroneous business practice.

Business

Response:

November 25, 2015

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

Ms. [redacted]’ complaint disputes the initial term of her Agreement. Our records indicate Ms. [redacted]’ initial transaction with Guardian occurred on August 30, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) to engage Guardian’s services. The initial term is clearly designated on the Agreement as thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “$44.95 for each month of the term of the Agreement, initially 36 months.” Ms. [redacted] also placed her initials next to the separate clause which states, “The initial term of this Agreement is for 3 years.” Finally, Ms. [redacted] executed the Agreement by affixing her signature at the bottom of the form.

A “Notice of Cancellation” form, which bears Ms. [redacted]’ signature, was also provided at the time of sale. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]’ system was subsequently installed and activated on September 11, 2013.

On January 22, 2015, Ms. [redacted] requested the cancellation of her account in order to engage an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the 36-month initial term of her Agreement and was ineligible to cancel without payment of an early termination fee. Ms. [redacted] disputed the initial term of thirty-six (36) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that Ms. [redacted]’ initials were found on the Agreement beside the sections designating the term to be thirty-six (36) months. Ms. [redacted] reiterated her request to cancel the account and Guardian’s representative explained that the terms of the Agreement designate the early termination fee of $750. Guardian’s representative offered to mail a copy of the Agreement to Ms. [redacted] for her review and records. A copy was mailed to Ms. [redacted] as promised on January 23, 2015. Guardian received no further contact from Ms. [redacted] until receipt of the complaint ten (10) months later.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] reiterated that the initial term she agreed to was twenty-four (24) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that the sales consultant had reduced the original term of sixty (60) months to thirty-six (36) months, which Ms. [redacted] had authorized by placing her initials on the Agreement. Ms. [redacted] asserted that the initials were placed on the document by Guardian’s representative and were not authentic. Ms. [redacted] further stated that copy of the Agreement in her possession indicates an initial term of twenty-four (24) months. Guardian’s representative requested that Ms. [redacted] forward a copy of the Agreement to Guardian for review. Ms. [redacted] agreed to mail a copy as requested, however Guardian has not received any documentation from Ms. [redacted] to date. Subsequent to that conversation, Guardian has left seven (7) voicemail messages for Ms. [redacted]. Guardian has not been contacted by Ms. [redacted] in response to those messages.

Based on the above information, Guardian respectfully declines to cancel Ms. [redacted]’ Agreement without further payment as she has requested. Guardian’s research into this matter has concluded that Ms. [redacted] knowingly executed a thirty-six (36) month Agreement. Should Ms. [redacted] possess documentation to the contrary, she may forward that information to my attention and Guardian will gladly review and research this matter further.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: I used Guardian Protection Services for my store front business ([redacted]) beginning November 2010,which I signed a two year contract with them. On or before May 31, 2013 I contacted Guardian to cancel services due to leaving the premises. I left effective June 1, 2013. Around July or August of 2013 I kept receiving monitoring statements for the premises. I again contacted them that I had left the premises and again informed them that I had canceled services. I have been told that the terms of the agreement allowed them to automatically extend an additional 2 years, which I had no idea of. I am now being harassed by collection agents and constant additions to the amount of what they say I owe. I do not feel I should have to pay for services that I am not using.Desired Settlement: I would like for the harassment to stop and additional charges for non-services, interest and fees null and void.

Business

Response:

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

Guardian has conducted a thorough review of the above account and offers the following information. For background, Ms. [redacted] entered into a Commercial Agreement (“Agreement”) with Guardian on November 3, 2010 for an initial term of five (5) years. Ms. [redacted] asserts her belief that the initial term was two (2) years, however Section 3 of her Agreement clearly states, “The term of the Monitoring Services portion of this Agreement shall be five (5) years…”

On June 5, 2013 with thirty (30) months remaining in the initial term of her Agreement, Ms. [redacted] requested the cancellation of her Guardian account. Guardian’s representative informed Ms. [redacted] that she remained within the initial term of her Agreement and that an early termination fee was required to cancel the account immediately. In an effort to assist Ms. [redacted] in fulfilling her obligation under the initial term of the Agreement, Guardian provided several options to Ms. [redacted] including relocation of the services. Ms. [redacted] declined all offers presented by Guardian.

Respectfully, Guardian has incurred significant expense by providing and installing expensive security equipment in Ms. [redacted]’s former premises. The primary foundation for the initial term period as defined in Ms. [redacted]’s Agreement is to allow Guardian the opportunity to recoup its investment made when it provided the electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recoup its investment over the five (5) year term of the Agreement. Because Guardian has not been provided the opportunity to recoup that investment, Guardian is respectfully unable to simply cancel Ms. [redacted]’s account without further payment as she has requested.

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly. In a good faith effort to bring swift resolution to this matter, Guardian offered to accept a drastically reduced termination fee of $350 to terminate the remaining obligation under the Agreement. Ms. [redacted] indicated she wished to know the opinion of the Revdex.com prior to accepting or rejecting Guardian’s offer of a reduced termination fee.

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. [redacted] and the Revdex.com will concur. Guardian’s offer to accept a reduced early termination fee shall be extended until close of business on March 25, 2014 after which it will be rescinded.

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

Sincerely,

[redacted], Assistant Credit Manager

Credit & Collections Department

Consumer

Response:

I realize that this is a huge offer, which actually brings me to the conclusion that they are willing to forgo what they claim I owe them for such a low amount. My problem still exist, that I did not use their services and feel that I should not have to pay for them. It makes me question the hold or monopoly that these companies have on you when you need their services but are put under such a non option claw in order to get it. The business in which I got the service (please also note that the business is incorporated and their collection should be under [redacted]) was on a year to year lease with the property owner, which makes it crazy to have to sign a five year contract with the security company. As I mentioned, I moved from that location, which was at the property owner's request, and we did not need the services any longer. At this point I would like to know what the Revdex.com's conclusion of this matter is. If that is not possible, I guess we have no other recourse but to be subjected to force collection.

Consumer

Response:

Thank you. I will accept Guardian's offer to settle at $350. Please note however, I am not able to pay in full so I would appreciate an offer for a payment plan.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of your letter dated March 7, 2014 in which Ms. [redacted] accepted Guardian’s settlement offer and further inquired if Guardian would be willing to arrange a payment plan. Guardian would be pleased to assist Ms. [redacted] in making such payment arrangements. To that end, Guardian contacted Ms. [redacted] who advised she was currently in the hospital and requested that Guardian contact her next week. Guardian will follow up with Ms. [redacted] next week and will finalize a payment plan consistent with Ms. [redacted]’s request.

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

Sincerely,

[redacted], Assistant Credit Manager

Credit & Collections Department

Review: Guardian installed a system in a home I had for sale. At the time the system was installed the salesman told me either he could transfer the system to the new owner when I sold the home, or I could transfer the system to my home in Texas at no charge and only pay the remaining contract payments. When the home was sold the salesman was requested to contact the new owner and transfer the home. He failed to do so and the new owner installed a different service. I contacted Guardian on two occasions and have been offered a transfer of services if I pay an additional $195 and extend my contract to 60 months! The salesman cannot be contacted as his voicemail box is full and has been for some time.Desired Settlement: I believe Guardian should honor their sales representative's statements and transfer the service to me at no charge under the remaining term of the contract. Otherwise, I would be willing to settle the contract for a lump sum payment of $650 which is 1/2 of the remaining 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 Mr. [redacted]’s original transaction with Guardian occurred on June 4, 2013 at which time Mr. [redacted] executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as thirty-six (36) months.

On September 27, 2013, Mr. [redacted] informed Guardian that he had sold the home. As one of Guardian’s customary options for relocating customers, Guardian offered to install a basic security package in his new residence in exchange for execution of a new 48-month Agreement and with a $195 installation fee. Mr. [redacted] expressed that Guardian’s sales representative informed him he could relocate the system at no charge and with no contract extension. In a genuine effort to assist Mr. [redacted], Guardian offered the following options: 1) to relocate the system in exchange for a new 36-month Agreement and a $390 installation fee; 2) to relocate the system in exchange for a new 48-month Agreement and a $195 installation fee; or 3) to relocate the system in exchange for a new 60-month Agreement at no charge. Guardian received the subject complaint shortly after this conversation.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Due to Mr. [redacted]’s unique circumstances, Guardian will honor the promise made by Guardian’s sales representative and install a new basic package system at no cost to Mr. [redacted] in exchange for execution of a new 36-month monitoring Agreement. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Consumer

Response:

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

Review: We purchased our home in 2011 and my husband was approached by a sales guy outside our home while I was at work. The salesman made the sale and installed the equipment. According to my husband we had a 3 year contract and signed an electronic signature contract. When I called a few years later, thinking we only had a year or so left, I was informed we had a 5 year contract. We had no problems with the company at that time so it was not that big of a deal. Well we decided to sell our home and move back to Washington State in November 2014. My husband was going to remove the equipment and bring it to our new home and he was told by "Chris" to leave the equipment that we were paying for with the 5 year contract for the new homeowner and if they continued the contract, we would be let out of our contract, he also said if they could not provide service in our new home, we would be let out of the contract. So, now we are in March, in the new home and Chris calls.. states we need to sign a new 3 year contract to pay for the new installation of equipment in the new home. What happened to bring the equipment from our new home? My husband swears he was never told about the 3 year contract for new equipment... the voice recording Guardian let me listen to with Chris telling my husband this 3 year additional contract information, cannot be verified with a time or date stamp and Guardian stated they could not pull up other recordings because of needing date and times, so how did they find the one I listened to??? a little fishy to me and makes me wonder how legit the one I listened to is.. They have notes and can find the recordings. I asked for copies of our contract because I do not recall getting one at the time and I do not have one in our files. I am emailed a PDF copy that you cannot read because the text is extremely small. So they mailed me the same PDF copy of the contract.. Still very hard to read. Guardian is now billing us again. There is no guarantee the system will work where we live since we cannot get wireless internet outside our cell phones. I do not want to sign another 3 year contract with the possibility that it will not work, or only work when cell service is available.

We call Guardian again and now we are told of this Arizona clause in our contract that back in December when our house sale was final, we could have bought out our contract for $250.00. We asked for a final bill and agreement for this and still have not gotten one. We now have 3 payments due and are now being told that to get our of the contract we have to pay the 3 payments and the $250.00.. So this morning at 7:52am my phone rings and it is Jessica at Guardian who leaves a voicemail, I call them back, I ask Jessica what the law is on the times to call customers, she stated what time she works, nope, then she said when we agree on a time, we have not agreed on a time.. I told her she needed to go have a talk with her supervisor because it is 8am to 9pm and she called me at 7:52am. I told her to send me a bill for the $250.00 cancellation fee and we will be done.. but now, after thinking of all the hassle and problems and basic run around with them not telling us of the buy out, we need to be let out of our contract and be done with it. I am going to look into an attorney and see if I can get a class action lawsuit to help myself and others and maybe Guardian will wake up and start doing business right.Desired Settlement: I want out of our contract with no penalty, no charges, no fees, no credit issues and I want written proof of the release of our contract.

Business

Response:

July 15, 2015

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

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

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

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

As background, Guardian’s records indicate that Mr. and Ms. [redacted] initially engaged [redacted]’s services on April 29, 2011, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.

On November 11, 2014 at 10:23am EST, Mr. [redacted] informed Guardian that they were moving from the monitored premises and wished to transfer services to their new location. Guardian’s representative offered to place Mr. [redacted] account in an inactive status for a 3-month period to allow him time to get settled into a new residence. Guardian’s representative also explained that a 3-year agreement would be required to relocate services. An excerpt of that conversation is found below.

Guardian: “When we set up service for you in [redacted], [redacted], you’ll start over. You’ll have a new agreement up there. We always require at least a minimum three year commitment. If you want to renew for the five years like your original contract, you can do that as well. It will just keep your rate locked in for the full time…”

On February 27, 2015 at 11:02am EST, Guardian followed up with Mr. [redacted] regarding the status of his relocation. During that conversation, Guardian’s representative explained the relocation program and again informed Mr. [redacted] that a minimum 3-year agreement is required. Below is an excerpt of that discussion.

Guardian: “The minimum agreement that we would require for the new system would be three years….”

Mr. [redacted]: “How about just keeping it to the balance of the agreement now? What can I get? Just the basic package?”

Guardian: “Unfortunately, there’s not even going to be an option that we can offer for that. Any time we have service set up somewhere else, we have to have at least a minimum three year commitment because that does allow us the time to recover our investment. We’re going to be providing a system at little to no cost for you but we have to have a way to recover that cost. Just doing the balance of the Agreement is not going to do that so we will need at least a minimum three year agreement. And that’s not a three year agreement plus the 18 months that you have left if you don’t want to do that five year term. That’s just a new three-year agreement and then your current 18 month Agreement goes away.

Mr. [redacted]: “Ok.”

Guardian spoke with Mr. [redacted] several times over the next few months to follow up regarding the status of the relocation. On April 9, 2015, Mr. [redacted] indicated he was prepared to move forward. Guardian’s representative reviewed the previous relocation offer and the 3-year minimum term required. Mr. [redacted] indicated he was not aware of the minimum 3-year term and stated he did not wish to relocate services.

Guardian discussed this matter with Mr. and Ms. [redacted] several times over the course of the next several months. Unfortunately, Guardian was unable to reach a resolution with Mr. and Ms. [redacted] that was agreeable to both parties. On April 28, 2015, Ms. [redacted] requested the early termination fee amount in order to cancel the account. Pursuant to the terms of Ms. [redacted] Agreement with [redacted], Guardian’s representative quoted an early termination fee of $250, plus the current balance due on the account. Guardian received the subject complaint several months later.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the complaint directly. During that conversation, Mr. [redacted] agreed to remit the early termination fee in the amount of $250. As such, upon Guardian’s receipt of said amount from Mr. [redacted], his account will be cancelled and the balance due on the account will be waived. Upon cancellation, Mr. [redacted] will be released from all further obligation under his Agreement with [redacted].

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

Sincerely,

Kathleen [redacted] Director

Account Management Department

Review: would not cancel service upon my request and now has my account in collections.

The alarm system was installed on 10/4/2014. 10/06/2014 written request to cancel service and remove equipment was sent via mail and email, so I would have proof of date sent. Never heard anything back. A week or so later I forwarded the same signed request to the guy that installed the system. He said he would look into it. Still no word.

I then got a bill to which I called and explained this was to be canceled on 10/6/2014. They said they would look into it and get back to me. This has gone on ever since. Now they say my account is in collection and nothing anyone can do about it unless I pay. " if you pay the balance we can then cancel the service and refund you your money" is what I was told today.

Like I believe that. Can someone please help in pointing me in the correct direction? They now have a choke hold on my credit over this and I couldn't even set the home alarm if I wanted cause they never came back to fix the new defective parts they installed!

They charged me $100 at the time of installation, which per there agreement was to be refunded when I canceled. I want account wiped clean and money refunded and credit fixed.Desired Settlement: I am looking for my $100 refunded they can come remove equipment they installed and the account closed and my credit fixed.

Business

Response:

Guardian [redacted] Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and clarify its role in an effort to assist in facilitating resolution.

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

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

Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that prior to receipt of the subject complaint, [redacted] had been in contact with Mr. [redacted], had removed the security equipment from his home, and authorized the cancellation of his account.

Based on the above information, Guardian believes this matter to have been fully resolved by [redacted] prior to receipt of the subject complaint.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: We are moving and were told we signed a 5 year contract. We would have never signed such a long term agreement and were told that the only course of action would be to continue to pay fee. This is the second scam from alarm system company. A door to door salesman signed us up and transferred service over to Guardian. Long and short of it is they refused to take equipment back, give copy of agreement supposedly signed and will not work with us to remedy situation.Desired Settlement: DIscontinue service

Business

Response:

April 7, 2016

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

Dear Mrs. [redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mrs. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution.

For background, Mrs. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]). As such, all aspects of Mrs. [redacted]’s sales transaction and system installation took place directly between [redacted] and Mrs. [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Our records indicate Mrs. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”) with [redacted] on June 23, 2014. The initial term is designated as sixty (60) months.

On March 29, 2016 with thirty-nine (39) months remaining in the initial term of her Agreement, Mrs. [redacted] informed Guardian that she had sold the monitored premises. Guardian’s representative explained that the initial term of Mrs. [redacted]’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was required. In an effort to assist Mrs. [redacted] in fulfilling her obligations under the Agreement, Guardian explained that services could be relocated to her new home for a fee of $195 with no contract extension, or at no charge in exchange for execution of a new sixty (60) month Agreement. Mrs. [redacted] indicated she wished to consider the options and would call back at a later time.

Later that day on March 29, 2016, Mr. [redacted] contacted Guardian and stated he had removed all security equipment and wished to cancel the account. Mr. [redacted] also disputed the initial term of the Agreement. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in the complaint. During that conversation, Mr. [redacted] requested that the automatic payment option be disabled on the account. Mr. [redacted] further requested a copy of the Agreement be forwarded to him for review. Guardian’s representative immediately cancelled automatic payment and provided a copy of the Agreement via email as requested by Mr. [redacted]. In an effort to assist Mr. [redacted], Guardian’s representative offered to cancel the account upon payment of an early termination fee of $750. Guardian’s representative explained to Mr. [redacted] that Guardian was unable to reduce the early termination fee any further due to the costs associated with the account. Mr. [redacted] declined to remit an early termination fee and expressed he would seek legal action.

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

Section 5 of Mrs. [redacted]’s Agreement states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.” Guardian has made every reasonable effort to assist Mrs. [redacted] in fulfilling her obligation under the Agreement by offering to relocate her system or by accepting the early termination fee as designated by Section 9 of Mrs. [redacted]’s Agreement. Guardian believes these offers to be fair and reasonable and remains hopeful that Mrs. [redacted] will concur. These offers shall remain available to Mrs. [redacted] until close of business on May 5, 2016 after which they will be rescinded. Alternatively, Mrs. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel his account.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

---------- Forwarded message ----------From: Vele, Shawn A<[email protected]>Date: Thu, Apr 7, 2016 at 1:39 PMSubject: Revdex.com ID # 11298026To: "[email protected]" <[email protected]>GreetingsResponse to Guardian: [redacted] security company was in the process of going door to door to switch over [redacted] security systems and the gentlemen that made the sales pitch mentioned nothing of early termination, moving fees or a 5 year contract. My wife and I would have lined out or not participated knowingly in any such agreement. [redacted]Math Department

Review: This is to inform you in writing, that your attempt to collect a debt after I have notified your company verbally that I wish to not be contacted further is a violation of the Fair Debt Collection Practices Act (FCPA). I demand that your company Cease and Desist all verbal communications and written attempts to collect any debt allegedly owed. I have requested since April for your company to cancel the service and to send me in writing confirmation of the cancellation. Any correspondence that is received to attempt to collect will be deemed a blatant disregard for this and will be considered a violation of the Fair Debt Collection Practices Act (FDCPA).Further attempts to collect this debt without validating the contractual obligation will be considered a violation of the FDCPA, which will invalidate the enforceability of any further obligation. Any terms of any contract that are dishonest and deceptive may be also deemed unenforceable.Furthermore, we no longer own the property at which the service was provided and therefore a cancellation was requested. Failure to adhere to our request may be considered to be Deceptive Business practices.Desired Settlement: Cancel their services and to stop contacting me about services for a property that I no longer own nor have the ability to benefit from. I requested a cancellation. They did not cancel the service and they not provide me with the terms of the cancellation as requested.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to respond. The complaint prompted a thorough investigation of Mr. [redacted]’s account and the following information is provided in hopes of assisting and clarifying the matter for all parties.

For background, Mr. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 8, 2012 for an initial term of sixty (60) months. Mr. [redacted] provided his written acknowledgement by affixing his initials beside the separate clause which specifically states, “the initial term of this Agreement is five (5) years commencing on the day service begins.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. A copy of the Agreement is attached to this response for your review.

On April 15, 2014, Mr. [redacted] contacted Guardian to request termination of his Agreement as he planned to move from the monitored premises. Please note that at this time Mr. [redacted] had satisfied only eighteen (18) months of his initial 60-month term, which left forty-two (42) months remaining. Guardian’s representative provided explanation of this to Mr. [redacted] and also offered alternatives in an effort to assist. Specifically, Guardian offered to install a new basic security system in Mr. [redacted]’s new residence so he could continue to enjoy the services to which he subscribed and fulfill the remaining term of his Agreement obligation. The representative also explained that should the purchaser of Mr. [redacted]’s home elect to activate monitoring services with Guardian, this would relieve Mr. [redacted] of further obligation.

Several days later on April 30, 2014, Mr. [redacted] declined Guardian’s offer to relocate his services to his new home. At that time Guardian’s representative explained to Mr. [redacted] that an early termination fee would be required to terminate his Agreement and discontinue the associated billing. The representative offered to mail a copy of Mr. [redacted]’s Agreement to him for reference and Mr. [redacted] declined.

On July 14, 2014, Guardian received a voicemail message from Mr. [redacted] which requested a call-back from a Guardian supervisor within twenty-four (24) hours. A Guardian supervisor did return Mr. [redacted]’s call within his requested timeframe however upon reaching Mr. [redacted], Mr. [redacted] declined to speak with Guardian and disconnected the call. Guardian’s supervisor redialed Mr. [redacted]’s telephone number and left a voicemail message and extended an offer of assistance and provided direct contact information in the event that Mr. [redacted] wished to discuss his account.

On August 21, 2014, Guardian spoke with Mr. [redacted] regarding to the status of his account. During that conversation, Mr. [redacted] requested that Guardian cease contacting him via telephone and requested that any further communication be directed to him via U.S. Mail. As requested, Guardian initiated no further telephone contact with Mr. [redacted] subsequent to August 21, 2014. Guardian received the subject complaint shortly thereafter.

In his complaint, Mr. [redacted] asserts that Guardian violated the Fair Debt Collection Practices Act (FDCPA) by contacting him regarding the status of his account “without validating the contractual obligation.” Respectfully, Mr. [redacted]’s assertions are inaccurate. Guardian, at all times, has conducted business in full compliance with all laws and regulations, including but not limited to the Fair Debt Collection Practices Act (FDCPA). Guardian has honored Mr. [redacted]’s request on August 21, 2104 that all verbal communications from Guardian cease; however, please understand that Guardian’s compliance with such request does not relieve Mr. [redacted] from his contractual obligations that remain unsettled.

It has been explained to Mr. [redacted] that his relocation from the monitored premises did not dismiss his obligation under the Agreement, which is specified in Section 12 of Mr. [redacted]’s Agreement which states, “Your obligations under this Agreement continue even if You sell or leave the Premises.” Respectfully, Guardian has consistently fulfilled its obligations under Mr. [redacted]’s Agreement with the written understanding and reasonable anticipation that Mr. [redacted] would reciprocate. As such, Mr. [redacted]’s request to terminate his Agreement without settlement of his account is an unreasonable request.

Guardian has demonstrated good faith and willingness to assist Mr. [redacted] in fulfilling his Agreement obligation. As further demonstration of such, Guardian will agree to a significant reduction in his early termination fee as stipulated in his Agreement. Under his Agreement, Mr. [redacted]’s early termination fee would be $1,895; in this instance Guardian will accept $800 and upon receipt of such Mr. [redacted]’s Agreement will be terminated with no further obligation. This offer is extended until close of business October 3, 2014. Should Mr. [redacted] wish to conclude this matter he may remit payment in the amount of $800 to Guardian at the above address to my attention, or he may contact me directly and I will accept his payment over the phone. Should Guardian receive no payment or further communication from Mr. [redacted] by the close of business on October 3, 2014, the offer will be rescinded and Mr. [redacted]’s full contractual obligation will remain unsettled. In such instance, Guardian will pursue fulfillment of the unsettled portion of Mr. [redacted]’s Agreement pursuant to compliance with all laws and regulatory requirements including but not limited to the FDCPA. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur.

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 ###-###-####, [redacted].

Sincerely,

[redacted], Supervisor

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: Review:

We moved into our house in July of 2015. The previous owners had a Guardian system installed so we decided to keep the original equipment and set up a contract with them. Someone representing Guardian came over to activate our existing system. My husband signed a contract with them, which we never received a copy of. The only piece of paper we have is a service work order in which it states the system was replaced - it was not replaced.

We have not used the system and my husband called to cancel service today, 11/4/15, because we don't use it. He was told he signed a 5 year contract and we can not get out of it. We can not review the contract because we never received it. The work order is dated 8/31/15

Resolution:Desired Settlement: We would like to resolve this issue by getting out of our contract and not pay for anything.

Our info: [redacted] East

Sarasota, Fl 34243

###-###-####

[redacted]

Business info: Guardian Protection Services, Inc

Local: 17

Business

Response:

November 10, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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

For background, our records indicate Mr. and Mrs. [redacted]’s original transaction with Guardian occurred on August 6, 2015 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate that Mr. and Mrs. [redacted]’s services were activated on August 31, 2015.

On November 4, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly. In a genuine effort to earn Mr. [redacted]’s satisfaction, Guardian agreed to reduce the initial term of his Agreement to twelve (12) months. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian values Mr. and Mrs. [redacted] as customers and appreciates the opportunity to earn their trust in the services we provide.



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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: On June 24, 2013 I signed an agreement to upgrade my home security system which extended the terms of my current contract by 67 months. I told the sales rep that I wanted the package that included controll of my lights/heat & cooling/locks as well as to arm/disarm my system from my cell phone. She e-mailed me the contract and I reviewed it. There was nothing on that document that indicated that I was not going to receive all 4 options when I upgreaded to the digital cellar package. On, Friday July 12, 2013, the tech was supposed to show up to install my new box but after waiting several hours I had to call them to find out that incompotent sales rep never booked my appointment. I was upset that they didn't call to let me know but reshchedled for the following Monday. The tech came out to our home but then he installed the wrong options. I didn't realize that he didn't give me the rigth equipment until after he was gone. I called the company right away. It's now July 29, 2013 and GPS still has not resolved the matter. Customer service rep told me that I should have reviewed the contract that I signed. But if you look at it there is no way for me to know that that stupid sales rep didn't all all 4 options. It only has a box to check for Digital Celluar. I'm not even worried about the pricing being higher. I want the service.I keep leaving messages with customer services, the sales rep and the sales dept. supervisor. They have not called me back to try to resolve this. I keep getting told that someone will call me 1-2 business days. I was also told that they will need to listen to the sales call to verify what I requested when I ordered the service. They have not done that yet. I am going to receive the first bill and I still do not have the service plan that I requested. I can not get them to return my calls and I'm tired of leaving messages. I'm stuck in this agreement with them and they refuse to come back out and install the correct alarm system.Desired Settlement: GPS needs to come back to my house and re-install that correct box equipment. They need to waive the installation fee to come back. They need to update my account so that I can receive all 4 options of digial celluar services. If they are not willing to fix my services then I would like the option of canceling my contract with no fees or penalties. That way I can go to a real company that is compotent and actually provide good service like [redacted].

Business

Response:

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

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account. Our records reveal that Ms. [redacted] contacted Guardian on June 24, 2013 to inquire about upgrading the components of her security system. Guardian’s representative assisted Ms. [redacted] by providing information related to interactive services and, specifically, the use of her smartphone to arm and/or disarm the system. Ms. [redacted] elected to purchase interactive services and executed a new Sales and Monitoring Agreement (“Agreement”) to memorialize her decision. An onsite service appointment was scheduled for July 15, 2013 to complete the upgrade to Ms. [redacted]’s security system.

Ms. [redacted] contacted Guardian immediately following installation of the new equipment on July 15, 2013 to inquire about the ability to control door locks, thermostat settings and lighting through her smartphone. Guardian’s representative reviewed the Agreement and informed Ms. [redacted] that the upgrade she selected did not include these features. Guardian received the subject complaint shortly thereafter.

Please note, 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 review of Ms. [redacted]’s telephone call with Guardian on June 24, 2013 revealed that the parties did not discuss any aspect of door lock, thermostat or lighting controls. Guardian was unaware of Ms. [redacted]’s desire for these features until July 15, 2013 following the activation of her new security equipment.

Guardian apologizes to Ms. [redacted] for any confusion and/or inconvenience related to the upgrade of her security system. Guardian would be pleased to provide the features desired by Ms. [redacted] and has contacted her to provide information accordingly. Ms. [redacted] indicated she wished to review the options presented by Guardian and would contact us with her decision. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Ms. [redacted]’s satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: I was told by a Guardian Rep in person that if I was to move and not be able to set-up service at my next home that my contract would be voided. However, when I contacted Guardian they told me I signed a contract and that it doesnt matter what I was told I would be required to pay the balance for a service I cannot use. I have contacted them multiple times with the same result and have found that they just do not care if they take advantage of people it "Is what it is". I was taken advantage of and this company is just not willing to work with me other than a BUYOUT when I should not be required to pay anything! It is a sad thing that companies won't take responsibility for their own errors. I will make sure everyone I know is aware of the misleading and deceptive practices this company operates under.Desired Settlement: I would like to have my contract voided without any re-payment required.

Business

Response:

May 27, 2015

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

Dear Ms. [redacted]:

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

Guardian has conducted a thorough review of the above account and offers the following information. For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in February 2012 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2012, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

On February 18, 2015 with thirty (30) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises and unable to transfer services to the new residence. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel his Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the purchaser of his home elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee designated by the terms of Mr. [redacted]’s Agreement. Mr. [redacted] disputed the information provided to him and stated that his Guardian sales representative promised the account could be terminated should he relocate within the initial term. Guardian’s representative reviewed Mr. [redacted]’s sales paperwork and could find no written indication of any such early termination promises made by the Guardian sales representative.

Guardian spoke with Mr. [redacted] again on May 14, 2015 at which time Guardian reiterated the offer to accept a 25% reduction to the early termination fee. Mr. [redacted] inquired if the early termination fee could be reduced any further. Guardian’s representative promised to review Mr. [redacted]’s request with a supervisor and contact him back with further information. Guardian received the subject complaint shortly thereafter.

In his complaint, Mr. [redacted] states he was misled by his Guardian sales representative who indicated Mr. [redacted] could cancel his Agreement at any time upon relocation. Please be assured that Mr. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mr. [redacted]. All sales agents receive comprehensive training regarding the Agreement and its term. In addition, all company employees are trained with respect to Agreement terms and the early termination fees that apply should a customer wish to cancel prior to the end of the initial term of their Agreement. Mr. [redacted]’s sales agent has been an employee of Guardian for more than six (6) years and has an outstanding track record of excellent customer communication, relationship and support. Notwithstanding, Guardian apologizes to Mr. [redacted] for any confusion related to its relocation policy and early termination policy.

Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.

It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]’s concerns in a manner that is fair and reasonable to both parties. To that end, in good faith, Guardian is willing to accept a drastically reduced early termination fee in the amount of $261.65 which would allow Guardian the opportunity to recover its costs only. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $261.65 to cancel Mr. [redacted]’s account is extended until close of business on June 19, 2015 after which it will be rescinded. Should Mr. [redacted] wish to accept this offer, I ask that he contact [redacted], Supervisor, at ###-###-####, ext. [redacted]

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

Sincerely,

[redacted], Director

Account Management Department

Review: I have had several issues with the service department of Guardian Protection Services. The latest issue all started on March 7th, 2016. I received a call at 4:00 am to let me know that I have a sensor issue on my house. This call was not a break in but just a low battery call. I was out of town at the time and I thought the call was a little early for a advisory call. When I returned on March 13th I called Guardian to schedule an appointment to have the batteries on all my sensors replaced. I have lived in my house for almost 5 years and was advised that that all the batteries might be getting low. The customer service representative also stated that my radio would need to be updated to a 4G since their provider is going to all 4G system. They could not tell me when this was going to happen, but advised I have mine done right away. I scheduled an appointment for both the batteries and the radio upgrade to be done on March 30th between 8:00 - 9:00 am (I was told I would be the first stop for the day). on Saturday the 28th I was called to be advised that the service request for the battery replacement was never submitted, so I would have to reschedule that and pay a second service call fee of $75.00. I spoke to a supervisor and finally was able to get a service technician that could do both my requests on Monday the 30th. I was told again that I was first call for that day, I took the day off on Monday to have the required services done to my alarm services. At 9:20 am there was still no service technician at my house. I called the service number for Guardian and after several inquires by the customer representative I was told that my technician was not coming at a later time. I asked why I had not been called, and they could not give me a reason. I explained that I had another appointment that day and could not be there later. The customer representative was being quite irritating, but then asked if I could have a neighbor come over to wait for the technician. At this point I became very irritated since I had a small window to get the work done, which I explained several times on the 13th, 28th and the 30th. I was told that I could reschedule an appointment, but my schedule would not allow me to do this for several months. I then asked when the service provider would be changing over to 4G, and they told me they had no idea. This mean that if the provider decides to turn off my current radio because it is not 4G, I will not have any alarm service for my house. I was told to get out of my contact it would cost me $1,472.77, but they would not tell me what that amount was for. I asked if I returned all the equipment in my house would I still be charged that amount, and they stated that they would not take back any equipment, At this point I feel that they have me over a barrel that is unfair and unacceptable. When I purchased my house the equipment was already installed and I had very little choice but to use their service. When I upgraded my radio in 2012 to be able to monitor my home with a tablet or laptop the representative told me that I needed to sign an 5 year contract. I asked him what the cost to get out of my contract and he stated that it would be minimal fee. I have read through my contract and there is no where on the form that gives a break down of any costs if you decide to end the contract prior to the expiration date. I have been with them 27 out of the 60 months of my contract. They are charging me more that any other company that is now available, and I feel they are trying to bully their customers into staying with them by stating that they are going to charge this fee if you break their contract. My husband and I have been self employed for well over 30 years and would never treat one of our customers like this. We have decided to leave this company even though they are going to charge us almost $1,500.00 to do so. I will not be bullied by a company that does not know how to treat their customers with respect.Desired Settlement: I feel that since I have been with the company for 27 months that the fee should be adjusted for the time I have upheld the contract. I feel that I should have several options to break my contract with this company. I feel that either I should be able to return the equipment (which I am more that willing to do), and pay no fee. Or pay a partial fee for the service time of my contract. My calculations are:

1,500 / 60 = 25.00

25.00 x 23 (time left on my contract) = $575.00

Business

Response:

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

Ms. [redacted]’s letter expresses discontent regarding an onsite service visit scheduled for March 30, 2015. Guardian sincerely apologizes to Ms. [redacted] that the technician was unable to arrive for the appointment during the scheduled timeframe of 8:00am-9:00am. Guardian’s records indicate the technician did arrive at the residence at 10:17am however found no one to be at home. Guardian’s technician contacted Ms. [redacted] via telephone who stated she had cancelled the service appointment as she had to leave for another appointment outside the home.

Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and offered to reschedule the service appointment. Guardian also offered to lower Ms. [redacted]’s monitoring rate after she expressed discontent with her monthly payment. Ms. [redacted] initially wished to consider the offer however subsequently declined to reschedule service and reiterated her request to cancel her account.

While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. [redacted]’s agreement, in this instance and in good faith, Guardian will accept Ms. [redacted]’s proposal to accept a drastically reduced termination fee to cancel Ms. [redacted]’s account. Upon receipt of Ms. [redacted]’s payment of the early termination fee, Guardian will cancel Ms. [redacted]’s account and she will be released from all remaining obligation.

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

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

After doing much research and many calls I feel that the company has taken advantage of me as a customer. I would like to resolve this matter, but need time to figure out what is fair. I have spent much time reviewing my contract, and found it confusing to say the least. I have made an error to a prior statement of not finding a stated fee on my contract for early terminations. I spoke with a representative on April 1st, to try to clarify the amount that they are saying I owe for early termination and he did not identify what the charges are for. I have spoke with several security companies that offer the services that I need, and found that they offer the same product for much less. They also do not have cancellation fee for early termination. Their contract terms are much shorter time period, and have very specific wording on the contract itself to make it more understandable. I did state that I was willing to make some sort of payment, but I have now spent so mush time and effort on this matter that I feel I should not have to pay anything.Original day off work to have work done:3 hours x $50.00 = $150.00Phone calls made:4 hours x $50.00 = $200.00Full day off work on Wednesday 8th to have other companies discuss their product:8 hours x $50.00 = $400.00Time off work to get my system working and upgraded (the original reason that Gaurdian was supposed to make a service call to my house).4 hours x $50.00 = $200.00This totals = $950.00 which to more that my original amount that I was willing to pay.At this time I feel that Guardian should of handled the problem from the beginning, and not caused tha situation that I have had to deal with. Their monthly service fee that they were willing to drop $10.00 per month is still above the most expensive service by $12.00, and $25.00 above the least expensive service.At this point I still need time to decide what I want to do, and possibly get another service for my home. If I go with the company that I feel has better service and a lower monthly fee I will need time to get that in place. I really do not want my home left with no security service. Sincerely;[redacted]

Review: I have had this security system for about 5 years with the fire, police, and medic button on which I was told all worked. While I was on contract for 3 years, I kept paying monthly payments 32.99 up to November 2014. I found out my medic button did not work. They sent a man from [redacted] to fix it. He said he fixed it . He had the buttons checked on the system and I had fire and two police button since the beginning and no medic access. I told them I would not pay another bill until it was fixed or I will take it out.They sent a guy Jan23 2015 to fix it. He said I had a [redacted] system and the office deals with ** products and alarm did not go off in the office when I hit it in my home. My mom died in my house 2011.This panic button was just fixed Jan 23 2015.They called today and said I have to sign a contract to get 60 months for 18.99Isaid I will not sign anymore contracts with them. They lied to me so I told [redacted] to take it out . He said I had to give them 30 days notice and he would bill me to Feb 20 2015. This is January 2015 and I told them in November 2014 I will not pay any more for services I never had. I do not want to keep it and told them that. They continue to say they will fix it and keep billing me. I want a refund for the services that I paid for all this time and didn't recieve and have the system removed.Desired Settlement: 5 years at 32.99 a month for services I did not have. Also gave notice in November and not going to pay for 30 days notice now that they fixed it

Business

Response:

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

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

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

Upon receipt of Ms. [redacted]’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’s account and discontinue 24-hour monitoring and related services. Ms. [redacted]’s monitoring services will be terminated effective February 28, 2015. Additionally, the balance due on Ms. [redacted]’s account has been waived and she will receive no further billing statements.

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

Sincerely,

[redacted] Manager

Customer Service Department

Review: I have been a guardian customer since 2006. Guardian protection installed the wiring in my house along with the security system. I was pleased with their service and when I received a coupon to upgrade my system to an interactive system with cameras I was very interested. I called and had the wireless camera installed on the exterior of my home. I wanted a camera in this area because it covers a blind slide of my house. I felt that the motion censored camera would record any activity including lurking around my home or even worse, if the person actually entered or attempted to enter my property in that area. My troubles begin with the upgrade to the camera in March of 2012. The initial installation was an indication of what lie ahead. The technicians told me that the cameras were new products for them and they really didn’t know all the technology that was required for the camera to operate. I have had approximately 9 services tickets over the past 30 months of my (60) month contract (3/30/2012, 5/12/2012, 5/31/2013, 6/25/13, 9/2/2013, 11/6/13, 6/13/14, 7/11/2014, 8/22/2014). My camera currently doesn’t record on motion and it has not for several months. I have taken off from work on 3 separate occasions I the last two months and the camera still does not record on motion. I have asked at least 3 [redacted]es in the last few months to have Guardian Protection terminate the remaining 30 months of my contract and they refuse to do so. The company personnel ([redacted]) offered me a resolution of reducing the remaining payments for the cost of the camera which equals about half; however, I would not be able to purchase a security system with a working camera for another 30 months. They always say they ([redacted]) don’t have the authority to cancel my contract, but they refuse to connect me with someone that does. I am stuck with a product that Guardian has purchased from [redacted] that does not work, at no fault of my own. I think this entire situation is absurd. The customer loyalty technician ([redacted]) wants to continue to run service calls to my home to try to figure out why the system will not work instead on conceding that they do not know how to fix the problem. The last technician was in my home for 3 hours talking to the technicians in the office over the phone and when he left the camera still does not record. He was supposed to have had the absolute fix for the problem; however, the part he brought was a part I already had. Now, Guardian customer support personnel say I need another part called a “repeater.” I have informed them that I am no longer interested in the system being fixed. I need this contract cancelled. As a “valued” customer of guardian for the past 8 years and an innocent consumer, I am being punished for their inability to resolve this problem. I feel I have purchased a product that is a “lemon” and I should no longer to bond to a contract for a product that does not work properly. I want the remaining 30 months of this contract cancelled which equals $59.95 plus $3.39 tax per month ($1,770). The customer service person just told me that the camera I feel I am being taken advantage of because I am a single female. I purchased does not record on motion;even though, that the reason I purchased it.Desired Settlement: I want the current contract I have for monitoring to be cancelled so I can purchase a camera from another vendor that records on motion as well as, the other interactive features.

Business

Response:

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

Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. In light of Ms. [redacted]’s unique circumstances, Guardian has in good faith agreed to accept Ms. [redacted]’s request to cancel her account and all remaining obligation. A credit of $60.76 has been applied to Ms. [redacted]’s account and cancellation will become effective September 24, 2014. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian regrets losing Ms. [redacted] as a customer and would like to apologize for the issues she experienced.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I called Guardian Protection Services on or about 9/15/14 to cancel my service that I paid on automatically for many years and did not use. The agent tricked me into signing (on line) for another contract. At the time, I was in a hurry and did not read the agreement. I didn't realize that it was for another 5 years at $20/month. I will be retiring in a few months and called again to ask them to correct my mistake of agreeing to something I didn't understand over the phone. They have told me that I will be billed for the entire amount of this contract and will not cancel it. I can't pay this and they have threatened that it will be an uncollected bill on my credit report. Please help with this. Thank you!Desired Settlement: Cancel this agreement/contract.

Business

Response:

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

Ms. [redacted]’s letter expresses that she was “tricked” into signing a new agreement in order to lower her monthly rate and that she “didn’t realize that it was for another 5 years at $20/month.” Upon receipt of Ms. [redacted]’s letter, Guardian conducted a thorough review of her account including a review of all recent telephone calls. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Respectfully, Guardian has found Ms. [redacted]’s assertions to be false.

Our records indicate Ms. [redacted] contacted Guardian on September 15, 2014 to request the cancellation of her account as she would be retiring and wished to cut expenses. Guardian’s representative reviewed with Ms. [redacted] the benefits of having 24-hour fire and burglary protection in the home. Guardian’s representative further explained that Ms. [redacted]’s monthly rate could be lowered should she wish to retain monitoring services. Ms. [redacted] expressed interest in retaining services at a lower rate and Guardian’s representative offered to lower her current rate to $23.95/month. Guardian’s representative further explained that the new rate could be locked in for as long as Ms. [redacted] desired, whether that be one year or five years, etc. Ms. [redacted] expressed that she wished to lock in the new rate for “as long as possible.” In response, Guardian’s representative offered to lower Ms. [redacted]’s rate to $23.95/month for five (5) years with five (5) months of monitoring service at no charge. Ms. [redacted] accepted Guardian’s offer and the five-year term.

Guardian: “So you wanted to go ahead and do it and drop it down to $23.95 for 5 years?”

Ms. [redacted]: “OK.”

Shortly after accepting Guardian’s offer for a lower rate, Ms. [redacted] inquired, “What happens after the five years?” Guardian’s representative explained to Ms. [redacted] that her new rate would be locked in for the initial five-year term after which it may be eligible for a rate increase once her agreement entered the renewal stage. Ms. [redacted] then inquired if the rate could be lowered further than $23.95/month. After reviewing Ms. [redacted]’s request with a supervisor, Guardian’s representative offered to lower Ms. [redacted]’s current rate to $19.95/month for a five-year term.

Guardian: “I did go ahead and get approval to go ahead drop that rate a little bit further down to $19.95 a month before taxes. So we can go $19.95 a month for the five years. That will be locked in for five years.”

Ms. [redacted]: “OK.”

Based on the above information, Guardian can find no indication that its representative “tricked” or misled Ms. [redacted] in any way related to the five-year term of her new agreement. To the contrary, Guardian’s representative clearly defined the five-year term on several occasions during his conversation with Ms. [redacted]. Further, Ms. [redacted] clearly acknowledged her understanding that she was accepting a lower monthly rate for a term of five-years.

Guardian discussed the above findings directly with Ms. [redacted] on October 17, 2014. Ms. [redacted] acknowledged her understanding of the above information and stated that she simply cannot afford monitoring services any longer. While Guardian maintains its legal right to pursue fulfillment of Ms. [redacted]’s agreement, in good faith Guardian agreed to cancel Ms. [redacted]’s account pursuant to her request. Said cancellation became effective October 17, 2014. Ms. [redacted] has expressed her complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

I never said that I wanted to continue any new arrangement for "as long as possible". I also never acknowledged my understanding of the new terms of this contract. They should not pressure customers to sign electronically, but rather send the agreement out by mail so they have time to review the new terms of the contract.

However, I am grateful that the manager at Guardian has agreed to cancel this contract. Thank you for your assistance with this matter.

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: Sept 3, 2012, Guardian salesman comes to house with only a tablet, so we never read a contract or terms.Sept 6 "Welcome" letter is emailed. Sill no mention of contract.Sept 7 & 21 Guardian sends USPS letters regarding alarm permit.We receive nothing else from Guardian except monthly billing emails.Feb 2014 we contact Guardian that we have sold the house and will be cancelling service upon close in March.Feb 7 [redacted] calls my husband and informs him that we have a 3-year contract and if we do not move service to new home or get new owners to continue service, we will have an early termination fee. [redacted] emails Disable Letter to sign. Email says we will receive copy of completed Disable Letter; we didn't.We don't hear from Guardian again until [redacted] leaves a message on answering machine at house in March.March 14 I call Guardian to ask why we are still getting notifications on the alarm.com part of the service. I was told that monitoring was stopped but alarm.com takes a while to catch up.March 19 I email alarm.com to ask why I am STILL getting notifications.March 20 alarm.com emails me that Guardian is still monitoring and I need to call them.March 20 I call Guardian and ask for [redacted] tells me [redacted] is busy, but he will help me. [redacted] tells me he will stop the alarm. He and I banter for a while during which time he tells me several untruths regarding costs and equipment. He corners me into providing an unprepared, verbal "buyout" offer and says he will call back.March 24 I fax Guardian a detailed letter of dissatisfaction and copies of all past correspondence with Guardian.March 25 [redacted] calls and leaves voicemail that they have an offer. I return his call and leave a message that I no longer want to work with him. He calls again and leaves a voicemail that no one else is available.At no point when I bring up that we have not ever received a copy of said contract was one offered or sent. At no point has our early termination or buyout been offered in writing.#[redacted]Desired Settlement: Since we have never had a copy of our contract, and they have given us nothing in writing ever, we simply want out of the alleged contract.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and address Ms. [redacted]’s concerns.

For background, please note that Ms. [redacted]’s account came to Guardian by way of an authorized Dealer known as [redacted]. As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Guardian was not present during the sales transaction with Ms. [redacted]. The installation of Ms. [redacted]’s system was performed by [redacted]. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. [redacted]’s system. Guardian’s records indicate Mr. William [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on September 1, 2012 to engage monitoring services for an initial term of three (3) years.

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

On February 7, 2014, Mr. [redacted] informed Guardian that the [redacted]s had sold their home and were moving into an apartment. Guardian’s representative explained to Mr. [redacted] that he had 18 months remaining in the initial term of his Agreement and that an early termination fee was required to cancel the account immediately. Guardian also provided additional options, one being that the buyer of Mr. [redacted]’s home could activate Guardian’s services which would satisfy his obligation. Guardian also offered to transfer services to Mr. [redacted]’s new residence. Mr. [redacted] indicated he would inquire if he was permitted to transfer services to his new apartment and would contact Guardian at a later time.

On March 20, 2014, Ms. [redacted] contacted Guardian to dispute the billing of her account. Guardian’s representative explained to Ms. [redacted] that 18 months remained in the initial term of her Agreement and as such, billing of the account continued. Ms. [redacted] disputed the term of the Agreement and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to facilitate resolution of her concerns. While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. [redacted]’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept a drastically reduced early termination fee in the amount of $200 to cancel Ms. [redacted]’s account. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian has also ensured that all alarm.com notifications to the [redacted]s will cease. Guardian apologizes to Mr. and Ms. [redacted] for any inconvenience.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I receive calls on my cell phone from Guardian Protection Services EVERY DAY. They leave me messages indicating that there is a low battery signal on my alarm system. I am not aware of any problems with the system, and nothing on my equipment indicates a low battery.

I am not a customer of guardian protection services. I believe they monitor my property at the request of my landlord, but I have not spoken to them before and I don't know how they got my contact information. When I call them back, they insist that they can't tell me why they're calling without a "verbal code". I don't have a verbal code because I am not their customer. I can't help them with whatever their problem is but they keep calling, and they have refused to stop. All I want them to do is STOP CALLING ME.

Business

Response:

October 1, 2015

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Guardian has reviewed the subject account and offers the following information in response.

Our records indicate Ms. [redacted]’s landlord, [redacted] entered into a Residential Monitoring Agreement (“Agreement”) with Guardian to engage monitoring services for the apartment currently occupied by Ms. [redacted]. Our records further indicate that Ms. [redacted] contacted Guardian in March 2014 at which time she designated Ms. [redacted] as an emergency contact for the premises. At that time, Ms. [redacted] also designated a limited password for Ms. [redacted]’s use.

In September 2015, Guardian began receiving alerts from the security system which indicated a low panel battery. Pursuant to the instructions provided by Ms. [redacted], Guardian contacted Ms. [redacted] to alert her of a potential issue. Unfortunately, Ms. [redacted] could not verify the security password and, as such, Guardian was not able to comply with her requests to cease calls in response to the low battery alerts.

Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and explained Ms. [redacted]'s frustration with the calls generated in response to the low panel battery alerts. Ms. [redacted] informed Guardian that she would contact Ms. [redacted] directly and provide her with a limited password which would allow her to access and/or alter account instructions. During that conversation, Guardian also confirmed that a new panel battery had been mailed to the premises. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Consumer

Response:

Review: On October 24, 2012, I entered into a contract with [redacted] Security [redacted], out of [redacted], an authorized dealer of Guardian Protection Services Guardian, out of Warrendale, PA, to install a new security system in my home. What started out as fraud and deceptive practices by [redacted], has now become ten months of persistent harassment by Guardian, and potential unwarranted damage to my credit rating by Guardian. I can say with conviction that, in my 25+ years in business, Ive never encountered a business, or businesses, as shady as [redacted] Security and Guardian Protection Services. Five documents are attached: 1) Guardian contract, 2) an email to [redacted] and Guardian dated 11/30/12, 2) a timeline of events, which clearly outlines the facts in this case, 3) a certified letter to Guardian dated 8/26/13, 4) another certified letter to Guardian dated 8/26/13 requesting a refund, with Guardian's Quality Installation Guarantee attached.Desired Settlement: There are three things I desire: 1. For the madness to stop. 2. A refund as indicated in Guardian's Quality Installation Guarantee, and 3. To notify as many consumers to avoid these companies at all cost. Thank you.

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] Security (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings.

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

Guardian has communicated directly with Mr. [redacted] in an effort to resolve his concern. Our communication included explanation regarding his continued receipt of system alerts and billing statements due to the fact that his account remained in an active status based on direction from [redacted]. Pursuant to Mr. [redacted]’s correspondence and request, Guardian has placed his account in an inactive status, which effectively discontinued all services provided by Guardian. As such, Mr. [redacted] will receive no further communications, system alerts or billing statements from Guardian. Guardian regrets and apologizes that Mr. [redacted]’s customer experience did not meet his expectations.

It is important to further note that Guardian has no authority as it relates to a) refunding amounts Mr. [redacted] may have remitted to [redacted], or b) the Monitoring Agreement in which Mr. [redacted] entered with [redacted]. Any matters pertaining to such will need to be addressed directly with [redacted]. Guardian has provided Mr. [redacted] with contact information for [redacted] so that he may direct such requests to their firm. [redacted] Security may be reached at ###-###-#### or [redacted]. Guardian has also provided a copy of Mr. [redacted]’s complaint to [redacted].

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

Business

Response:

Thank you for forwarding Mr. [redacted]’s response dated August 30, 2013. Guardian has reviewed the response and offers the following supplemental information.

The information contained in Guardian’s initial response is factual. Mr. [redacted] conducted his sales and installation transaction(s) directly with [redacted] Security (“[redacted]”), not Guardian Protection Services, Inc. (“Guardian”). [redacted] and Guardian are separate entities and Guardian does not control any aspect of [redacted]’s business.

Further review of this matter indicates that Mr. [redacted] may have entered into a separate arrangement with [redacted] for services that were clearly not within the scope of work or services identified in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). Information and documents provided by Mr. [redacted] evidence this fact. It is unreasonable for Mr. [redacted] to attempt to hold Guardian responsible for any such services, billings or amounts he may have remitted to [redacted] that are not identified in the scope of work indicated in the Agreement; such items are clearly not the responsibility of Guardian. However, as an act of good faith in an earnest attempt to resolve this matter within all reasonableness and fairness, and notwithstanding the fact that Guardian expertly performed all of the services to which Mr. [redacted] subscribed as identified in the Agreement, in this instance Guardian will agree to refund amounts Mr. [redacted] paid directly to Guardian. As such, this refund represents $144.30 for monitoring services from November 2012 through January 2013 ($48.10 per month). Mr. [redacted]’s refund will be submitted today and he should receive the refund in approximately two weeks.

In addition, please note that Mr. [redacted]’s Agreement is terminated and as previously reported, all services have been discontinued. These actions by Guardian effectively address all of Mr. [redacted]’s concerns relative to any aspect of his relationship with our firm. Mr. [redacted] should direct any further matters pertaining to any other arrangement(s) he may have had with [redacted] (e.g. matters not directly identified in the Agreement), to [redacted].

In summary, Guardian respectfully denies the allegations and assertions made by Mr. [redacted] in his correspondence and apologizes for any confusion. Guardian is a customer-focused firm and believes it has taken the appropriate steps to address Mr. [redacted]’s assertions and requests.

Thank you for forwarding Mr. [redacted]’s response. Should you or Mr. [redacted] have any questions, I can be reached directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Division

Consumer

Response:

Thank you for forwarding me Mr. [redacted] rebuttal. It's another reply filled with deception.

Review: 1. Relocated to Virginia in October 2012 and had a phone services installed by [redacted].2. Contracted with Guardian Protection in February 2013 for a home security system.3. Started having intermittent outages (don't exactly remember when I started experiencing problems)4. After about seven days of no phone service, contact [redacted] and placed a service call. As soon as the technician saw that I had a security system connected to the line, he informed me that was the problem. In the [redacted], VA area they use a CRV lite technology that do not support any alarm system except [redacted]. I was told that if I had had the alarm system first, [redacted] would not have installed the telephone system because they knew if would not work.5. Contacted Guardian and explained the situation to them. The [redacted] technician also spoke with the Guardian technician and explained the situation and why it would not work and that I had not had security protection from day one.6. After the technicians conversation, I again spoke with the Guardian technician who started offering me other solutions that would involve me spending more money with getting a dedicated phone line with another service provider or extending the life of my contract. I told him that I was not interested in spending more money to make their product work in my home and that I would like to terminate my contract with Guardian. I was told that a early termination fee of $895 would apply (the life of the contract). I told him that I don't know why I should pay any money since their product never worked. He then told me that their only obligation when the service was installed was that I had a working line. It was not Guardian's responsibility to know of all the incompatibility issues that may come up. I said to him, then if it's not your responsibility, they why in the world with me as the consumer know this information. He then told me he would send me a final bill of $895. I told him thank you and that I would be turning the matter over to Revdex.com.Desired Settlement: 1. After I told Guardian that I would be contacting Revdex.com, he told me that he would not cancel the contract and continue billing me for a service that is not working.2. I would like to cancel my contract for non compliance with Guardian without the $895 cancellation fee and be refunded all my money back to February.

Business

Response:

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

For background, Ms. [redacted] transacted with Guardian on November 29, 2012 for monitoring services at her new residence. Ms. [redacted] commemorated her decision by executing a Sales and Monitoring Agreement (“Agreement”) with an initial term of 36 months. Ms. [redacted]’s system was activated on February 1, 2013. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be communicating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.

On July 9, 2013, Ms. [redacted] contacted Guardian to report issues with her telephone lines and indicated that her telephone provider deemed the security system to be incompatible with her phone system. Guardian’s representative assisted Ms. [redacted] by conducting a real time test of the security system and confirmed that the system was indeed relaying signals properly.

The following day on July 10, 2013, Ms. [redacted] contacted Guardian to request onsite technical service related to incoming telephone calls being dropped. Prior to scheduling a service appointment, Guardian’s representative quoted Ms. [redacted] its standard service rates. Ms. [redacted] disputed Guardian’s service rates and in a good faith effort to assist her, Guardian’s representative offered to waive the standard trip fee as well as the first ½ hour of service. Ms. [redacted] agreed and a service appointment was scheduled for July 17, 2013.

On July 16, 2013, Ms. [redacted] contacted Guardian while a technician from her telephone provider was present in her home. The telephone technician indicated the telephone service would not support the security system as it was presently configured. Guardian’s representative confirmed that the security system is, in fact, operating and transmitting all signals properly. (Please note that Ms. [redacted]’s system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of her account reveals that all test signals were properly received and that Ms. [redacted]’s system is consistently communicating with Guardian’s central monitoring station.) Notwithstanding, in a genuine effort to assist Ms. [redacted] in resolving the issue with her telephone provider, Guardian offered to install a cellular transmitting device which would allow the security system to transmit signals without the use of Ms. [redacted]’s telephone line. Ms. [redacted] declined Guardian’s offer to install a cellular transmitting device due to the cost associated with the equipment and the additional monthly fee for the service. Ms. [redacted] requested the cancellation of her Guardian account. Guardian’s representative informed Ms. [redacted] that an early termination fee would apply as she remained within the initial term of her Agreement. Ms. [redacted] expressed displeasure and cancelled her onsite service appointment scheduled for July 17, 2013. The subject complaint was received shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] asserted that her security system has not operated properly since installation. Guardian assured Ms. [redacted] that the system is indeed operating properly and reiterated that all test signals from her security panel are being received by Guardian. Guardian understands Ms. [redacted]’s frustration; unfortunately it would appear the issue lies with Ms. [redacted]’s telephone service which is outside of Guardian’s control. In a good faith effort to assist Ms. [redacted] in resolving these issues, Guardian offered to provide and install a cellular transmitting device at no charge (a $425 value) and further offered to reduce the monthly rate for the service to $5/month. Ms. [redacted] indicated she wished to consider the offer and would contact Guardian with a decision.

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. [redacted] will concur. Guardian values Ms. [redacted] as a customer and will continue to make every reasonable effort to resolve these issues to her complete satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: It's been over a month my system battery,been weak beeping etc. When reported , I told the customer service representative , that I was having surgery And the day and date he wanted to send a service tech , out in one week?

Unreal one week. But billing has no problem with the bank draft monthly.Desired Settlement: Replace the battery , at a reasonable day and time . And adjust my bill for one month of malfunction service .

Business

Response:

September 17, 2015

Revdex.com

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian extends its apology to Ms. [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 she has experienced.

Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment to take place on September 18, 2015. Please be assured that Guardian will continue working closely with Ms. [redacted] to ensure her concerns are resolved to her complete satisfaction.

Additionally, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her 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:

From: <[redacted]Date: Fri, Sep 18, 2015 at 4:42 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #10814375.To: [redacted]Good afternoon:

Review: My husband and I signed up for this security system the tech that came to install it never showed us how to even use it so I have a security system that makes all kinds of noise that I don't like they lied to me told me it was free then stated that I have to pay for the installation when he got here after he put it up then. I told the billing department people I don't want this anymore they told me that I'm in a contract till 2021 which no one ever stated to my husband and I.Desired Settlement: I want this cancelled without charging me anything when I was never showed how to use the system.

Business

Response:

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

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

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

Upon receipt of Ms. [redacted]’ complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’ account and discontinue 24-hour monitoring and related services. [redacted] will reach out to Ms. [redacted] to make arrangements for removal of her security monitoring equipment. Please note, upon cancellation Guardian will no longer respond to any signals from Ms. [redacted]’ system. Additionally, Ms. [redacted] will receive no further billing statements from Guardian.

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

Sincerely,

[redacted], Manager