Guardian Protection Services Inc

Review: GENTLEMEN: I RECEIVE A BILL ON 5/12/ 2014 FOR ABOUT $120.50.I CALLED THE COMPANY BECAUSE I WAS SURE I PAID MY APRILBILL AND MAILED IT IN.MY HUSBAND SAID WE DID NOT NEED A SECURITY SYSTEM. WEARE AN ELDERLY COUPLE AND ON A FIXED INCOME.IT SOUNDED GOOD DEAL BUT A YOUNGER FAMILY NEED IT.BUT THEY DIDN’T CHARGE ME FOR INSTALLATION. THEY. ALSO CHARGED ME ON PAPER BILLING INSTEAD OF AUTOMATIC BILLING. I TOLD THE PERSON THAT TO CANCEL THE ACCOUNT. I CALLEDON 5/13/2014 AND TALKED TO CUSTOMER SERVICE WHOTRANSFER' ME TO ###-###-####.: THEY PUT ME ON HOLD AND AYOUNG LADY CAME ON THE LINE AND SAID SHE HAD TO FINDSOMEONE TO HELP ME; THEY WILL CALL ME BACK. THAT WAS1:00 P.M. IN THE AFTERNOON. I TOLD HER THAT THIS WASUNPROFESSIONAL BUT I WILL WAIT FOR A CALL BACK.I HAVE ONLY HAD THE 'SYSTEM FOR THREE MONTHS. IT WASWHILE MY HUSBAND WAS IN THE HOSPITAL WITH AN HEARTATTACK. I SHOULD HAVE WAITED UNTIL HE CAME HOME. I AMSORRY TO WASTE YOUR TIME AND MINE. HE DOESN’T WANTTHE SYSTEM AT ALL. THE LADY SAID THE SYSTEM IS PAID FOR.I AM WRITING YOU TO TELL ALL. A LADY NAME [redacted] CALLED BACK AT 3:15 A.M. TO 3:21 P.M. TO TELL ME THAT I SIGNED UP FOR 60 MONTHS WHICH IS FIVE YEARS AND SIGNED AN AGREEMENT IN THE BEGINNING SHE SAID THAT IT COULD NOT BE CANCEL UNTIL THEN. THE CONTRACT IS TOO LONG FOR ME. Desired Settlement: see Attached document

Business

Response:

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

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]. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Upon receipt of Ms. [redacted]’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] is a highly respected firm and has agreed to reduce Ms. [redacted]’s initial term from 60 months to 36 months. Guardian has spoken with Ms. [redacted] who has accepted this offer to reduce the initial term of her Agreement and has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Supervisor

Dealer Division

Review: Guardian has been taking money from my bank account even after I filed a stop payment; they went into my account under a different ID #. They are billing me for monitoring services when I do not have them monitoring my home nor do I have their equipment. Before my home was built, I said that I would possibly get their security service but months later after the home was built I decided not to go with them because they kept coming to my home when I had already told I couldn't afford to get a monitoring system just yet. They also keep calling me and now are taking money from my bank account. I spoke to their representative and supervisor and was told that "I was wasting my time talking to them and had no choice but to pay for the monitoring system because I have been in my home 90+ days." They also said that I am being billed for monitoring in place of the prewiring that was done in my home. Here is the letter that I mailed to them after our conversation: To Whom It May Concern:My name is [redacted] and my home address is[redacted]. My password is [redacted]. I am very upset with your company and how they handle customer service. I am being billed for a monitoring a system that has not been installed in my home. I was given an opportunity to purchase a security system from Guardian Security at the early stages of the building of my home. I was told that I had to sign this paper for the pre-wiring of my home. The paper stated that I would pay the prewiring of my home at a cost of $450. At closing, I was told by the builder and my realtor that everything in my house was paid for. I moved in November 16, 2013 and was bombarded by sales reps from Guardian wanting to install the system in my home. I told them that I was not ready at that time and also informed them that I was unsure of getting a security system. They kept coming to my door every other day and calling me to schedule a set up time even after I told them that I did not want the system nor the Guardian equipment for monitoring.In January, a debit of the amount of $48.66 was taken out of my bank account without my permission. I immediately called your customer service and was told that because I had lived in the home 90 days, that they now have to charge me for monitoring of Guardian services. I kindly explained that I dont have any type of monitoring system in which I am being charged for and that I dont want the service because I cant afford it first of all and I was under the impression that this was not a binding contract for monitoring until I received the system in my home to be monitored. At that time, a monitoring agreement would be signed. Had I not purchased this home, I would not be held liable for monitoring as I was told previously. I am constantly being harassed and now being charged for a service I dont have. I went to my bank and cancelled the automatic debit and your billing department used a different ID # to access my account again and drafted two more payments from my account.I feel like I am being extorted for funds I dont have. That agreement was supposed to be between two parties, myself and you (Guardian). If I decided not to accept your services, I should not be held liable for services I dont have. I called your company on 4/4/13 to get my money refunded and was told that I was wasting my time by a rude gentleman named Ward. He also told me that I would be forced to pay a monitoring fee whether I have the system or not. I asked to talk to a supervisor and was transferred to a gentleman named [redacted] informed me that he would stop the draft and that I would now start receiving paper bills for monitoring, although I am not being monitored. I asked [redacted] what exactly I was being charged for. He said that technically the billing is for monitoring even though I am not being monitored but that this is your way of billing me for the prewiring. So I asked what that charge for prewiring and he did not know. He did inform me that I would start receiving paper bills.I am enclosing a copy of this letter to Attorney Generals office in Austin, TX and am asking for an audience with that office to explain my position and bring charges against you. I am also sending/posting a copy of this letter to the following recipients: [redacted]. I asked to speak to someone in charge or in the Board of Directors and was told there was no one available to speak to.I want to stop being harassed, left alone and stop being charged for monitoring of a system that I dont have and am not being monitored by your company. Once again, I dont want your services especially not when your company is in Pittsburgh. Respectfully,[redacted]Desired Settlement: For the company to leave me alone , stop calling me, and quit sending me paper bills. I had to go to the bank and change my account number.

Business

Response:

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

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account and associated paperwork. Our research revealed that Ms. [redacted] originally met with Guardian in May 2013 at which time she engaged Guardian to install a monitored electronic security system. Ms. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on May 31, 2013. Ms. [redacted] also executed an Additions/Deletions Form dated May 31, 2013 which states Ms. [redacted] may choose to remit payment of $450 plus applicable tax for the installation of the alarm system pre-wiring should she elect not to activate monitoring services.

Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. Accordingly, pursuant to the terms of the Additions/Deletions form, Ms. [redacted] will be released from all obligation under the Builder Division Sales and Monitoring Agreement upon Guardian’s receipt of the payment terms set forth in the Additions/Deletions form. In a gesture of good faith, Guardian has agreed to reduce Ms. [redacted]’ final payment from $450.00 to $301.34. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.

Additionally, Guardian is deeply concerned with Ms. [redacted]’ expressed discontentment relating to her interaction with a Guardian customer service representative. Guardian takes such matters very seriously and extends its apology to Ms. [redacted]. Guardian’s research into this matter is continuing. Ms. [redacted] may be assured that should Guardian find the interactions to which she referred in her complaint do not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: WE HAD THIS SECURITY SYSTEM INSTALLED IN OUR HOME IN JUNE OF 2014. WE ARE UNDER A CONTRACT AND THE PROBLEM IS THAT ABOUT EVERY 4 OR SO WEEKS THEY SAY THAT I HAVE A LOW BATTERY ISSUE. THEY HAVE REPLACED THE BATTERT TWICE AND ONE TIME AT OUR COST. NOW THEY SAY THAT THE SYSTEM NEEDS ANEW TRANSMITTER. I HAVE BEEN TOLD THAT WHEN THE SYSTEM WAS INSTALLED THEY USED PARTS AND PIECES FROM THE PREVIOUS SYATEM THAT WE HAD. I TALKRD TO A PERSON ON 11/20 15 ABOUT THE PART THAT WAS GOING TO BE DELIVERED IN ONE WEEK. I TALKED TO ANOTHER PERSON AFTER NOT HEARING FROM THAN UNTIL 12/3/15. THIS PERSON SAID THEY WOULD GET BACK WITH ME IN ONE DAY. IT IS NOW 1210/15. I HAVE HAD SO MUCH TROUBLE WITH THIS BAD SYSTEM THAT I WANT THEM TO REMOVE IT. I DO NOT WANT TO HAVE TO PAY TO GET OUT OF THE CONTRACT BECAUSE THEY HAVE NOT UPHELD THEIR PART OF THIS CONTRACT. PLEASE HELP.

THANK YOUDesired Settlement: I WOULD LIKE THIS SYSTE REMOVED AT NO COST TO ME AS I AM VERY DISSATIFIED WITH THE WHOLE COMPANY.

Business

Response:

December 22, 2015

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

Dear Ms. [redacted]:

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

Mr. [redacted]’s letter expresses discontent with equipment installed in his home and the delay in scheduling onsite service. Immediately upon receipt of your letter, Guardian contacted Mr. [redacted] and scheduled onsite service to take place at no charge to him on December 17, 2015. Guardian did conduct onsite service as promised on December 17th at which time the technician replaced the faulty device. Prior to departing the residence, the technician conducted a full test of Mr. [redacted]’s system and confirmed receipt of all signals in Guardian’s central monitoring station. Mr. [redacted] has expressed his satisfaction with this resolution.

Guardian apologizes to Mr. [redacted] for any inconvenience. Guardian values Mr. [redacted] as our customer and appreciates the opportunity to continue serving his security needs.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: Completely absurd how I am not able to cancel my account with this company after a "certain date" which I wasn't even notified of.

Friday, September 11, 2015, I called this company to try and cancel my account with them but to my surprise I was informed I was not able to. Apparently they have a policy that they don't educate their customers about. This policy states that if an account isn't canceled by a certain date then it shall be renewed for another complete year. I was never told this. Of course, when I call trying to relieve myself of unnecessary payments and they tell me I have to continue paying for services I no longer need nor want for another 5 months, im immensely disappointed and upset with this company.Desired Settlement: All I want is to cut ties with this company. I no longer want to be apart of this contract and continue paying for services I no longer need nor want.

Business

Response:

September 17, 2015

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

Dear Ms. [redacted]:

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

Ms. [redacted]’s letter disputes the automatic renewal of her contract. Upon receipt of your letter, Guardian reviewed its records and offers the following information.

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]. Further, Ms. [redacted]’s contractual arrangement is with [redacted] not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Guardian’s records indicate that Ms. [redacted] initially engaged [redacted]’s services on January 24, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Ms. [redacted]’s signature.

Respectfully, all of the terms and conditions associated with the services to be provided are detailed in Ms. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section A of Ms. [redacted]’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 1 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.”

Please understand, Guardian and/or [redacted] customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Ms. [redacted]’s initial term renewed on February 7, 2015.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to provide the above explanation. In a genuine effort to bring swift resolution to this matter, [redacted] has authorized Guardian to accept Ms. [redacted]’s request to cancel her account. As such, the account will be cancelled effective October 6, 2015. Ms. [redacted] has expressed her satisfaction with this resolution.

Thank you allowing Guardian the opportunity to provide the above explanation. Should you have any questions, please contact me at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: Two men came to our home, one said he was a representative of the [redacted] we were using and did not like the service we were getting from our current alarm service and would like us to get better service for the product and recommended Guardian protection services to us. I would not even have talked to a salesman if it would not have been for the (so called rep. from **). They told us that our service was getting a lot of false dispatches. I guess I had showed them a contract from my old company and they commented that we had fulfilled our responsibility to them, there words. they wrote out a cancellation letter to my old company and ask me to read and sign it. My wife [redacted] was there and they ask her to sign too.I don't hear good and I did not hear them to good but they would generally explain then ask me after it was all over to just initial in a bunch of places. I think my wife initialed for me a couple of times. I just thought we were getting the same thing we had before for the same price. But got charged more when the bill came. Glad my wife caught it. Everything was to be the same as the old comp but I also found I was caught in a 5 yr. contract now not a 36 mo. like I had before. I was surprised to find that the cancellation letter that they left with that day to mail certified to them never got to them.The box was not installed correctly and I had to wait about 2 weeks after complaining to get it put in right. I guess I want to know how do I get back to my old company and get rid of these guys that have done nothing but lead me on and threaten me with this contract that was whipped by me so fast and I just took it for granted they would be honest. Now I am caught in a 5 yr. contract with a Co. I don't trust and they lied I still have 15 mo. left with my old Company and would love to go back and honer the rest of that contract that they told me I had fulfilled.That Co. is willing to take me back anytime.Guardian left their sign disassembled & laying on the ground, no respect.Desired Settlement: I, [redacted] would like to be released from your contract because I am 74 years old and can't believe that a business would deceive and lie like you did to get my business. I am sorry I did not listen or should I say hear you and you expect me to read 6 pages of facts to make sure you are telling me everything. My other Co. did no lie and was nice enough to give me the choice of how long I wanted to be with them. I thought you were honest and would give me the same 36 mos. at same price.

Business

Response:

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

Upon receipt of Mr. [redacted]’s complaint, Guardian immediately notified [redacted] is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services. As such, Guardian will no longer respond to any signals from Mr. [redacted]’s system; if this is not his desire he should contact Guardian as soon as possible. Guardian apologizes for any confusion in this matter. Should Mr. [redacted] have any further questions related to his sales transaction with [redacted], he may reach [redacted] directly at:

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

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

Sincerely,

[redacted] Manager

Dealer Division

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 contracted service with Guardian and have nothing but trouble with intermittent service, broken keypads, glass breakage alarms that go off for no reason, and and alarm that will not turn off. Also, it usually takes 11 or so days for them to service after I place a service call. In there interim, we have no alarm service. We have been paying them but they are not giving us monitored alarm service because the equipment is broken. They breached their end of the contract by not providing us with monitored alarm service and working equipment. Although there have been problems all during the duration of the service (over 1 year), the worst started in about 3/2013 and have continued until now. The worst thing that happened was in October, 2013, the keypad malfunctioned and I could not get the alarm to turn OFF. I contacted customer service and was told some things to do, but still cold not get the alarm shut off until I turned off the electricity. Then was told it would be about 11 days (again) before they could get someone out to look at the alarm. This means I AGAIN have no alarm service. BUT Guardian expected me to continue to pay them even though we have no service AGAIN! I am done with this company and just want out of this contract and a refund for a service call and the last 3 months of no service.Desired Settlement: 1. We would like a refund for the last 90 days in which we have had almost no service due to broken equipment as well as a refund for a service call that consisted of a service representative telling us that "we probably needed to change out all the batteries". The refund would equal $145.00.2. To discontinue our contract with Guardian.

Business

Response:

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

Prior to receipt of your letter, Guardian spoke with Ms. [redacted] on November 1, 2013 at which time Ms. [redacted] expressed dissatisfaction that the keypads were not operating properly. In an earnest effort to assist Ms. [redacted], Guardian’s representative offered to schedule onsite service to replace both the wireless keypad and main keypad at no cost to Ms. [redacted]. Ms. [redacted] accepted Guardian’s offer and onsite service has been scheduled for November 14, 2013. As a further gesture of good faith, Guardian’s representative applied a credit to Ms. [redacted]’ account equal to 2 months of monitoring service and waived the charges associated with the service appointment conducted on August 13, 2013.

Upon receipt of Ms. [redacted]’ complaint, Guardian reached out Ms. [redacted] and confirmed her satisfaction with the above resolution. Guardian will continue to work closely with Ms. [redacted] to ensure that all issues are addressed and corrected at the service appointment scheduled for November 14th. Guardian apologizes to Ms. [redacted] for any inconvenience and values the opportunity to maintain Ms. [redacted] as a valued customer.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: The company salesman misrepresented the product to me. He was in my home and told me he could provide perimeter alarm defense. When the installer came, he told me that my home did not qualify for that system, as I had the wrong doors. He told my wife he had to install an inferior system to the one agreed upon. The inferior system did not meet my needs, and I asked it be removed. The company refused and is attempting to collect money that is not owed. The installer changed the terms of the original agreement, and I should have had three business days to cancel if not satisfied. The company was notified within one day, and I personally uninstalled the system. I do not wish to pay for a system that I do not use and do not want. I do not trust this company to provide security for my home, due to their dishonesty.Desired Settlement: The company is attempting to bill me for services not provided or desired. I have told them that their bill is invalid due to their failure to provide the product and service originally promised. I reported them to my credit card company and my credit card company has issued me a refund. I want Guardian Protection Services to cease and desist from bill collecting activity

Business

Response:

July 22, 2015

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

Dear Ms. [redacted]:

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

For background, Mr. [redacted] initial transaction with Guardian occurred on March 25, 2015, at which time he executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian's services. The initial term of the Monitoring Agreement was for a period of sixty (60) months.

A “Notice of Cancellation” form, which bears Mr. [redacted] signature, was also provided at the time of sale. This form serves to document that Mr. [redacted] received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term period. During that timeframe, Mr. [redacted] possessed the option to cancel his transaction with no further obligation. Mr. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Mr. [redacted] system was installed and activated on April 21, 2015.

Mr. [redacted] letter asserts that Guardian’s installer indicated his “home did not qualify” for the system selected during the sales transaction and that “he had to install an inferior system” instead. With all due respect, Mr. [redacted] assertions are false. Mr. [redacted] Sales Agreement clearly defines the equipment selected at the time of sale. More specifically, Mr. [redacted] selected:

• one (1) [redacted] XTI security system

• one (1) [redacted] dead bolt door lock

• two (2) keyfob/remotes

• two (2) overhead door switches

• four (4) glass break sensors

• seven (7) micro door contacts

• nine (9) micro door/window contacts

• four (4) smoke detectors

• one (1) pet immune motion detector

Guardian’s records indicate each of the above-referenced devices was installed as promised on April 21, 2015 with the exception of one (1) door contact. Guardian’s records indicate the technician was unable to install the selected wireless door contact as it was not compatible with the steel door connecting the interior of the garage to the main home. Guardian’s technician informed Mrs. [redacted] of the discrepancy who was present during installation. Mrs. [redacted] expressed no concern at that time.

On April 23, 2015, Guardian received a notification from Mr. [redacted] system which indicated a potential communication issue from Zones 13 and 14, the garage windows. Guardian spoke with Mrs. [redacted] and attempted to assist by providing troubleshooting techniques. Guardian was unable to clear the error by troubleshooting and scheduled onsite service for May 27, 2015. Guardian’s representative also submitted a request to schedule onsite service at an earlier date and promised to advise Mrs. [redacted] when onsite service could take place.

On April 25, 2015, Guardian spoke with Mr. [redacted] who expressed dissatisfaction that onsite service could not be conducted in a more timely fashion. Guardian’s representative apologized for the inconvenience and informed Mr. [redacted] that a request had been submitted to move up the service appointment. In a gesture of apology, Guardian’s representative also applied a credit to the account equal to one (1) month of monitoring services.

Mrs. [redacted] contacted Guardian on May 4, 2015 to cite dissatisfaction with the alarm system and requested the cancellation of the account. Mrs. [redacted] also cited dissatisfaction that a wireless contact could not be installed on the steel door. Guardian’s representative apologized for the issues and offered to research contacts which could be placed on a steel door, further offering to conduct onsite service as soon as possible. Guardian’s representative also offered to apply a credit equal to two (2) months of monitoring services in apology. Mrs. [redacted] reiterated her request to cancel the account. Guardian’s representative informed Mrs. [redacted] that an early termination fee would be required.

On May 12, 2015, Mrs. [redacted] contacted Guardian to dispute receipt of an invoice, stating the account was to be cancelled. Guardian’s representative reiterated the previous offer to conduct service to evaluate the steel door to possibly add a commercial level contact and again offered to schedule onsite service as soon as possible. Mrs. [redacted] declined all offers of assistance.

On May 30, 2015, Mr. [redacted] contacted Guardian reiterating dissatisfaction that a wireless contact could not be installed on a steel door. Guardian reviewed its previous offer to conduct onsite service to evaluate the door for a commercial level contact. Mr. [redacted] declined to allow onsite service to take place.

On May 31, 2015, Mr. [redacted] informed Guardian that he had removed all security monitoring equipment and instructed Guardian to have no further contact with him. Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to discuss the contents of his letter. In a genuine effort to resolve this matter, Guardian’s representative proposed the following:

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. **l.

2) Guardian will install commercial grade sensors on the steel doors.

3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.

4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.

5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.

6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.

Regretfully, Mr. [redacted] declined to entertain any offers presented by Guardian and declined to speak with Guardian any further.

After careful review of the above information, Guardian is respectfully unable to release Mr. [redacted] from the remaining term of his Agreement without further payment. Guardian has incurred significant cost by providing and installing expensive electronic equipment for which it has the right to recover. Guardian has at all times honored its obligation under the Monitoring Agreement and has made consistent good-faith efforts to resolve this matter with Mr. **l.

Guardian believes the above offer to be fair and reasonable and is hopeful Mr. [redacted] will reconsider. This option remains available to Mr. [redacted] should he so choose until close of business on Wednesday, **gust 19, 2015 after which it will be rescinded. Should Mr. [redacted] wish to cancel his account and remaining obligation immediately, he may do so by remitting the sum of $2,169 which represents the cost for the equipment provided and installed in his home.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

The response from Guardian Protection Services contains several inaccuracies.On March 25, 2015 I contracted with Guardian to provide an alarm system for my house, and I did not cancel within 3 days because I believed that I was to receive the system that I was promised. On April 21, 2015, the installer came to my home to install the system. He told my wife that he could not install alarms on my doors which entered my garage, nor my second floor entrance, because they were steel doors. I was not informed of this fact by the salesman prior to installation, because if I had, I would not have ordered the system. The system that was installed left an entire wall of my house unprotected, and it would give potential thieves two points of entry to my house not covered by alarms. This system was installed while I was not home and I was not fully informed of the changes. I was not one door uncovered, I was two entry points. The lack of information about our system was compounded by the installer; He said that he did not know the extent of the job and could not explain things to my wife as he had to attend to another customer that was irate at his tardiness. He told my wife to "look thing up on the internet if she wanted to learn about the system". Guardian say that it was not an inferior system, but the fact remained that it was not the same system I was promised. On April 22, 2015, not April 23 as Guardian contends, the system that was installed failed and we were getting alarm messages about the failure. My wife called Guardian and was told that it could not be fixed until May 27, 2015, five weeks later. I thought this was outrageous. The system was disarmed. On April 23, I complained about the failed system and the lack of timely response. I told the that I was not going to start paying for a non-functioning system and placed a hold on the account. It was not a gesture of apology on their part, but a failure to provide service on their part which caused my action. We do not have a valid contract for service, unless I have a working system in my home.On April 23, 2015, another part of the system failed, and I told them to stop monitoring my house as the system was disarmed. They said they could not stop monitoring, and they called my relatives when I ignored the alarms of a disarmed system. I asked them to stop because the system was disarmed and had not been repaired. Guardian refused.On April 25, I expressed dissatisfaction with the system; guardian would "look into it" and get back to me. We still did not have a valid contract, as I had a non-functioning system and I was not going to authorize payment to Guardian.

Business

Response:

July 29, 2015

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

Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has conducted a thorough review of Mr. [redacted] account including a review of the telephone interactions with Mr. and Mrs. [redacted]. (Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr. [redacted] additional comments.

Mr. [redacted] system was installed by Guardian on April 21, 2103. On April 23, 2015 at 2:37am (not April 22, 2015 as believed by Mr. [redacted]) Guardian received notification from the system indicating a potential communication issue from the garage windows. Guardian’s representative recommended onsite service and explained to Mrs. [redacted] that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier date. Mrs. [redacted] acknowledged her understanding and accepted an appointment for May 27, 2015.

Shortly thereafter, Guardian spoke with Mr. [redacted] on April 23, 2015 and explained that Guardian had reached out to possibly move the service appointment to an earlier date. Guardian’s representative stated he would research the new service date and ask someone to contact Mr. [redacted] with that information. Mr. [redacted] expressed satisfaction with this explanation. Please note, at no time during this conversation did Mr. [redacted] express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system.

On April 25, 2015, Guardian spoke with Mr. [redacted] who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, 2015. Guardian’s representative assured Mr. [redacted] that Guardian was working on having service rescheduled to an earlier date. In good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenience. Again, at no time during this conversation did Mr. [redacted] instruct Guardian to stop monitoring his security system. Guardian’s records indicate the Mr. [redacted] did not request the cancellation of his account until May 4, 2015.

Mr. [redacted] letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr. [redacted] assertions are inaccurate.

Mr. [redacted] sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultation. I did, however, speak directly with the technician who installed Mr. [redacted] system. The technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless device. Notwithstanding, the technician explained that all points of entry leading into the garage (i.e. the windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussion. Additionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panel. After providing explanation to Mrs. [redacted], the technician recommended installing motion sensors which would detect any intrusion from this exterior loft door. Mrs. [redacted] agreed with the technician’s recommendation and the motion sensors were installed accordingly. Based on the above information, Guardian finds Mr. [redacted] statement that the home was left unprotected to be false.

Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs. [redacted] and Mrs. [redacted] mother prior to departing the residence. Further, Mr. [redacted] installation was the only appointment scheduled for the technician on that date. At no time did the technician rush Mrs. [redacted] through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times.

As previously stated, Guardian incurred significant cost in Mr. [redacted] home by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recover its investment over the sixty (60) month term of Mr. [redacted] Agreement. It is unreasonable for Mr. [redacted] to expect Guardian to simply cancel his account without further payment.

The terms of Mr. [redacted] Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $750 plus all amounts currently due. That amount is currently designated to be $2,919.00. In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Guardian believes this offer to be more than fair. This offer shall remain available to Mr. [redacted] until close of business on August 19, 2015.

Alternatively, the following proposal remains available to Mr. [redacted] until close of business on August 19, 2015 as well.

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].

2) Guardian will install commercial grade sensors on the steel door.

3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.

4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.

5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.

6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.

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

Sincerely,

Andrew [redacted] Manager

Customer Service Department

Consumer

Response:

To review the facts of the case. I contracted with Guardian to provide perimeter defense of my home, which the salesman assured me would not be a problem. In their first rebuttal, Guardian wrote that it was one door that could not be alarmed, and they would take 35 days to repair a non-functioning system. In their second rebuttal, guardian has admitted that it was two doors that could not be alarmed, and their solution was to install motion detectors. They have admitted as much in writing. This was not the system that was promised to me at the time of sale, yet it was the system that I was told that I had to accept. The customer service representative on the phone told me that they would come to install motion sensors in my garage to compensate for the steel door's lack of alarm. No mention of a commercial grade sensor or wireless repeaters was made until after I complained to the Revdex.com. When the installer saw that he could not install the system that I was promised, he should have stopped and allowed us time to consider the proposed changes. That did not happen; he installed a system that I did not want, was not functioning properly, and was not going to be fixed for 35 days. Guardian wanted to start billing me for a non-functioning system; I said no. Then they wanted to come into my home and install motion sensors that I did not want; I said no. In the interim, negotiations broke down. They dispute my account of events, but it does not change the fact that the system in my house is not the one that I ordered. The expense that Guardian incurred is irrelevant, and the argument is red herring logic. But for the fact that Guardian forced an install of a system that I did not want, they would not have incurred that expense. Their offer of 2169.00 is outrageous for a system that does not function, and does not meet my needs. I wanted to have security for my home. What I got was dishonest salesman, an installer that was not properly informed or trained, and rude customer service agents that do not know their products or what was installed in my home. I was told by more that one representative that a steel door could not be alarmed and I had to accept motion detectors. Motion detectors cannot be armed when I am at home, or they would give off false alarms as my family walks around inside the house. I have small children, and I would want to know when doors are opened. If I had known I would have these problems, I would not have contracted with this company. I do not trust them with the security of my home, and I do not believe they are being honest now. My wife knows what the installer did and what he told her. She gave an honest account, yet Guardian disputes it. These are reasons why I will not have a business relationship with Guardian. They are the perception of my wife and myself, and perception can be disputed. What cannot be disputed are the facts of the case to which Guardian has admitted in writing. My contract with Guardian is rescinded due to non-performance. They may retrieve their unused equipment, but I will not remit further payment.

Business

Response:

August 5, 2015

RE: [redacted] – Complaint ID [redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] additional comments. Guardian regrets that Mr. [redacted] remains dissatisfied with the efforts made to resolve his complaint. Notwithstanding, Guardian’s position respectfully remains the same.

In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Mr. [redacted] has indicated that Guardian may retrieve the security monitoring equipment from his home however it is important to understand that Guardian is unable to install previously used equipment in another customer’s home, much like Mr. [redacted] would not want previously used equipment installed in his home.

Alternatively, Guardian has offered:

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].

2) Guardian will install commercial grade sensors on the steel door(s).

3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.

4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.

5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.

6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.

Guardian believes it has made every reasonable effort to resolve Mr. [redacted] concerns in a manner that is fair to all parties. The above offers shall remain available to Mr. [redacted] until close of business on August 19, 2015.

Should you have further questions or concerns, I may be reached at ###-###-####, ext. [redacted].

Sincerely,

Andrew [redacted], Manager

Customer Service Department

Consumer

Response:

My position is clear, and Guardian's demands are neither reasonable nor fair. They want full retail price for substandard work. The so called waiver of fees or credits that they offer are arbitrary and carry no bearing on the facts of this case.They came into my home, made a mess, and expect me to pay them to clean it up. That is outrageous. Their offer of continued business is self serving and out of the question.I would look at this as a marriage gone wrong.Think of a couple that decides to marry. The man travels across the country to [redacted] at great expense to buy an engagement ring. The marriage falls apart due to deception on the part of the man. The woman is under no obligation to reimburse the man for his travel expenses he paid in buying the ring; she merely returns the ring. He begs and tells her he will give her everything she wants, but she refuses. She does not trust the man, after having been once deceived. She states that she would be a fool to marry him, as she would look forward to a life of misery. No one forces a person to marry someone in whom they do not trust. So it is with myself and Guardian. They did not deal honestly with me from the beginning, and their offer is not acceptable for reasons stated in my previous replies

Regards,

Review: Our residence at [redacted] had a Guardian Protection Services residential security system installed about 1 year. In order to sell our house in January, 2015, we needed to pass a Fire Inspection for the town of [redacted] Mr. [redacted], Fire Inspector: [redacted] informed us that we failed for two reasons:

(1) Fire Alarm did not go off when he tested it

(2) Guardian Fire Security System did not meet [redacted] Fire Code (missing a critical stairway sensor)

We had to beg Guardian to expedite a service call to fix the broken system that did not pass fire code, or we would NOT be able to close on our house sale. After a significant amount of pleading, they sent a technician who was only authorized to fix the service (e.g. Fire detection problem), but he was not authorized to resolve the Fire Code deficiency. This was a major problem and jeopardized our house sale. Eventually it was resolved, but clearly, we had been paying for a service that did not properly work nor passed local fire code.

I have spoken to Guardian a number of times about our disatisfaction, but they are not responsive. In fact, back in January 2015, one service manager told me Guardian is not responsible for installing systems that meet local fire code!!!!!

Tonight, July 7, I again spoke to an account manager, named Mike x [redacted] who would not give me his last name. I asked Mike whether Guardian installs Security Systems that meet local Fire Codes. Mike would not answer my question since my account has been turned over to collection.

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I have been paying for bad service. Now Guardian has charged me to resolve the system they didn't install correctly the first time, and has turned a deaf ear when I have tried to get the situation resolved amicably.Desired Settlement: My desired outcome is for Guardian to:

(1) answer the question as to whether they install security systems that pass local fire codes??????

(2) address my satisfaction issue, adjust the bill lower and take my account out of collection status.

Business

Response:

July 22, 2015

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

Dear Ms. [redacted]

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

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

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.

Ms. [redacted] has expressed dissatisfaction with the fire detection devices in her home. Our records indicate Ms. [redacted] met with [redacted]’s sales consultant in November 2010 after which she elected to activate the security monitoring devices already installed in her home, which included one (1) smoke detector located in the basement, one (1) smoke detector located on the first floor and one (1) smoke detector located on the second floor. Guardian was not present during the sales transaction between Ms. [redacted] and [redacted] and therefore was not privy to any additional recommendations made by the sales consultant at that time. To commemorate her decision to activate her existing devices Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on November 23, 2010. That documentation served to memorialize the scope of work and services to be provided by [redacted] as it relates to the activation of her 24-hour monitoring services with Guardian. Additionally memorialized in her Agreement is the fact that Ms. [redacted] knowingly declined any additional components that were available to her through [redacted]; Ms. [redacted] acknowledged her decision in writing. Specifically, Ms. [redacted]’s Agreement expresses the following to which she provided her written acknowledgement: “(1) We have explained to you the full range of equipment and services available to you; (2) Additional equipment and services over that described herein are available and may be obtained from us at an additional cost to you; (3) You have chosen and have contracted for only the equipment and the services described in this Agreement.”

In her complaint, Ms. [redacted] expressed discontent that the configuration of her smoke detection devices did not meet the requirements of her local municipality. Respectfully, all documentation associated with Ms. [redacted]’s account indicates the scope of work was limited to monitoring the devices already existing in her home. There is no indication of any request at any time during her sales transaction or service period with Guardian whereby Ms. [redacted] has mentioned or requested evaluation of her home as it relates to her local municipality codes or requirements. Throughout her relationship with Guardian which began November 2010, there is no record of Ms. [redacted] voicing any concerns to Guardian regarding the configuration or operation of her system until January 2015 at which time she requested the installation of additional equipment.

Guardian’s position is that Ms. [redacted] was served in accordance with the highest standards of security monitoring and related services and at no time has Guardian failed to provide professional and expert services. In a show of good faith and to facilitate swift closure to this matter, Guardian has agreed to waive the balance on the account and has closed all related billing activity.

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

Sincerely,

Bill [redacted], Manager

Customer Service Department

Review: May 5,2015 a sales person came to my door stating he was trying to get business in the area for Guardian Security and was offering a reduced price to put their sign in my yard. Supposedly, my participation was to advertise this business in my neighborhood that was still being developed. The salesperson did all the paperwork on his tablet, including my signature, to have equipment installed. After all personal information was completed, and my signature recorded on his tablet, the salesperson hands me a User Guide for the wireless security system that will be installed. I asked for a copy of the paperwork I just signed and he said it will all be available on the Guardian website. I have never been able to find a copy of the contract on the website and was shocked when my automatic withdrawal payments were being issued by a company named [redacted]. October 6,2015, due to financial issues, I called Guardian to request cancellation of this service. I was advised at that time that I need to call [redacted] for assistance. Upon calling [redacted], I was informed that I had signed a 5 year contract and would have to pay $1000.00 to cancel. I asked for a copy of the contract and was never provided with one and now I am receiving collection letters since I stopped payment on the service for which I have no contract.Desired Settlement: I have not received a copy of the contract even though I have requested it more than once and I am unable to pull anything online. I would like this issue dismissed and not be a negative entry on my bureau report.

Business

Response:

March 3, 2016

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



Dear Ms. [redacted]:

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

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

As background, Guardian’s records indicate that Ms. [redacted] initially engaged [redacted]’s services on May 4, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. Guardian’s records indicate Ms. [redacted]’ system was installed and activated by [redacted] on May 4, 2015.

On October 6, 2015, Ms. [redacted] contacted Guardian and requested the cancellation of her account due to financial changes. Guardian’s representative informed Ms. [redacted] that she remained within the initial term of her Agreement with [redacted] and would need to contact [redacted] directly to discuss cancellation options. Guardian’s representative provided Ms. [redacted] with the telephone number for [redacted].

On October 19, 2015, [redacted] informed Guardian that they had spoken with Ms. [redacted] directly. During that conversation, Ms. [redacted] indicated she wished to keep the security system but requested to lower the terms. After review of the matter, [redacted] agreed to reduce the initial term to thirty-six (36) months. [redacted] made several attempts to contact Ms. [redacted] via telephone and left several voicemail messages for Ms. [redacted] to inform her of the reduction to the initial term. When [redacted] was unable to reach Ms. [redacted] via telephone, [redacted] mailed a courtesy letter to Ms. [redacted] on November 2, 2105. Neither Guardian nor [redacted] received further contact from Ms. [redacted] until receipt of the subject complaint.

Ms. [redacted] has requested the cancellation of her Agreement with [redacted]. Please note that her request will need to be communicated directly with [redacted] due to the fact that her contractual obligation is with [redacted], not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted].

In light of the above circumstances, [redacted] has informed Guardian that they cannot accommodate Ms. [redacted]’ request to cancel the account without further payment. Should Ms. [redacted] wish to discuss cancellation options any further, she will need to contact [redacted] directly. [redacted] may be reached at: [redacted] Security Management, Inc., 1[redacted]. Telephone: ###-###-####.

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

Sincerely,

April M[redacted], Manager

Dealer Operations

Consumer

Response:

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

I have not received a copy of the contract that [redacted] claims I signed agreeing to a 5 year service policy. My understanding was that this was part of a promotional effort by Guardian to penetrate this area with their product due to new development and wanting to get a jump on new customers. I knew I could not afford this service for a long period of time due to fixed income and thought it was a promotional time frame. Due to health issues and limited income I do not have the funds to pay what [redacted] is requesting.

Regards,

Business

Response:

March 21, 2016

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

Dear Ms. [redacted]

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted] additional comments and concerns. Attached hereto, please find a copy of the Authorized Dealer Monitoring and Repair Agreement (“Agreement”) which Ms. [redacted] executed with [redacted] on May 4, 2015. The initial term of sixty (60) months is outlined in Section F of the Agreement.

Please note, Ms. [redacted] 24-hour monitoring and related services with Guardian was cancelled effective March 4, 2016. As such, Guardian is no longer monitoring Ms. [redacted] premises. Additionally, Ms. [redacted] will receive no further billing statements from Guardian. As a result of the above, Guardian no longer has any association with Ms. [redacted] account.

As previously stated, Ms. [redacted] request to cancel her Agreement with [redacted] must be communicated directly with [redacted] due to the fact that her contractual obligation is with [redacted], not Guardian. [redacted] may be reached at: [redacted] Security Management, Inc., [redacted]. Telephone: [redacted].

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

Sincerely,

April M[redacted], Manager

Dealer Operations

Consumer

Response:

On Sun, Mar 27, 2016 at 9:22 PM, [redacted]> wrote: Hi [redacted],

Review: First, when my alarm went off after my front door was kicked in it took guardian longer than 3 minutes to call me to see "if I wanted authorities called". 25 minutes later the cops showed up. Too late of course. The intruder was gone and thank god my children and I were not homeSecond, they only move you alarm system if you move within the first year. Would haw have great if the sales people didn't lie and told the truth. I was told anytime through out my contract the system could be moved. But nope! Third, when I tried to get things taken care of like end the contract because they wouldn't move it to tell me a cost to move it and continue my contract they just sent me to collections and want me to pay over $3000.00. For what???? Crap alarm service, crap customer service, and make money off hardworking people. I don't think so. I'm very very upset and will do everything I can to spread the word about this company.Desired Settlement: Just cancel the contract and remove unnecessary charges.

Business

Response:

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

Guardian has conducted a thorough review of the above account and offers the following information. For background, Ms. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on March 16, 2013 for an initial term of sixty (60) months.

On July 19, 2014 with forty-five (45) months remaining in the initial term of her Agreement, Ms. [redacted] advised she had moved from the monitored premises. Guardian’s representative offered to relocate security services to Ms. [redacted]’s new home however Ms. [redacted] elected to contact the new tenant to determine if they wished to activate monitoring services under a new Agreement which would relieve her from further obligation. In the interim, Guardian agreed to discontinue monitoring services at the premises and informed Ms. [redacted] that billing would continue through the end of the initial term.

Guardian subsequently made numerous attempts to contact Ms. [redacted] to follow up with her decision on relocation. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Ms. [redacted]’s letter expresses dissatisfaction related to Guardian’s response to a burglary alarm signal received from her home prior to relocation. Guardian has conducted a thorough analysis of the event in question and offers the following information.

On May 7, 2014 at 3:44:35pm, Guardian received an alarm from Ms. [redacted]’s residence indicating an activation of Zone 2, the Front Door. Three (3) seconds later at 3:44:38pm, Guardian contacted Ms. [redacted]’s premises through her Voice Link intercom system in an attempt to verify the condition pursuant to industry protocol and FARA (False Alarm Reduction Association) standards. Guardian was unable to reach Ms. [redacted] or any authorized contact through the Voice Link system and as such, Guardian dialed Ms. [redacted] at her designated telephone number at 3:46:11pm. Ms. [redacted] answered the call at 3:46:44pm and requested that Guardian notify the police of the alarm event. Pursuant to Ms. [redacted]’s instructions, Guardian dialed the [redacted] Police Department at 3:47:47pm and requested immediate dispatch. The entire sequence above took place within three (3) minutes of receiving the initial burglary alarm signal. Guardian’s response to this signal was not only consistent with Ms. [redacted]’s best interests and life safety in mind, Guardian’s response was also consistent with security industry standards and response protocol established for that signal type.

Ms. [redacted] also expressed dissatisfaction with the police department’s delayed response to the event in question. Respectfully, Guardian has no control over the length of time it takes for police or other authorities to respond to an alarm event. This is specifically addressed in Section 3.3 of Ms. [redacted]’s Agreement which states, “We have no control over the response time or capability of any agency or person who may be notified as a result of the system being used and we make no representations or warranties as to the promptness of their response, if any.” Additionally, Section 16(F) states, “It is difficult to determine in advance how fast the police or fire department or others would respond to an alarm signal.”

Upon receipt of the complaint, Guardian reached out to Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian offered to relocate monitoring services to Ms. [redacted]’s new residence in exchange for execution of a new 42-month Agreement and payment of a $245 installation fee. Upon execution of the new Agreement, Guardian agreed to waive the balance currently due on Ms. [redacted]’s account. Ms. [redacted] has accepted Guardian’s offer and expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Review: We received a call from Guardian in May 2015 regarding an update that needed to be done on alarm system or it would stop working. They wanted to charge and I said no they agreed to do the upgrade at no charge. We have had a repair person out here twice, come to find out the system is out of date and they needed to order the correct part. We have had two service calls scheduled and no one showed up. We are retired and do not spend our time sitting at home waiting for people to not keep appointments. I talked to another supervisor today and told him James that they needed to come get this equipment out of my house and to cancel the balance of the contract. I do not feel that I should pay for faulty equipment that they for some reason can not get repaired. The system has been down since May of this year. They have not charged for the service, but the fact that the system does not work they should not charge. Also while the system has been down our house has been unprotected while we have been on several week or longer trips.Desired Settlement: Cancel the remained of the contract which is 12 months and do not contact us for any other reason.

Business

Response:

July 29, 2015

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

Dear Ms. [redacted]:

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

Prior to receipt of your letter, Guardian spoke with Ms. [redacted] on July 16, 2015 and apologized for her recent experiences. Guardian immediately dispatched a technician to Ms. [redacted] that same day at which time the security panel was upgraded at no charge to Ms. [redacted]. Prior to departing the residence, the technician tested all zones and confirmed receipt of all signals in Guardian’s central monitoring station.

Following the onsite service appointment, Guardian contacted Ms. [redacted] and in a good faith gesture of apology, Guardian offered to apply a credit to her account equal to two (2) months of monitoring services. Ms. [redacted] accepted the credit and expressed her satisfaction with this resolution.

Again, Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as a 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 [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: For the third time now we have had an issue having our alarm installed. We recently moved from Florida to Colorado and called in early July to have our installation scheduled. I stressed to them that I begin school in August and needed the alarm installed before then. They set a request to contract the work, since they dont have a location in CO, and were supposed to get back to me. A week or two later I had heard nothing, so I called back and was told the contracted company was waiting for equipment to be shipped to them and would then call me to schedule an appointment.I finally got an appointment for I believe early August, or maybe late July. The lady showed up and spent over three hours installing, two sensors, a motion sensor, and a panel. She had a lot of trouble with the installation. The wire to the control panel wasnt even put behind the wall because she didnt know how. She set off the alarm, testing it, at least 8-10 times hurting our ears and scaring our animals. Lastly, the sensors are huge compared to the ones we had in our other two apartments. In addition, she did not have the motion camera we had in our last two apartments. Customer Service now claims it was never on my contract and I wasnt paying for it. A few days later, I got a call from [redacted] saying they needed to send some back out because the test signals didnt reach Guardian and the installation wasnt complete. The only have one other worker that could come to my site besides the first lady and he only works for them on Saturdays. The first Saturday he was available didnt work for me and hes not coming until August 16th. Guardian is being extremely rude, acting like its my fault that he couldnt come sooner because I was unavailable this Saturday. This is exactly why in the beginning I stressed this needed to be completed before August.Again, Im wasting not one but two days. I havent had a working alarm since weve moved in in June, yet I am expected to pay for an alarm that is not even being monitored. I contacted Customer Service again and they wanted to give me more credit to my account. I am so sick of being offered credit. At this point, I would really like to be let go of my contract without penalty. Not once, but now three times installation has been a problem and they always end up giving me about 3 months free, so I dont understand why it matters to them at this point to let me go. I would think somewhere along the lines they havent withheld their end of the contractIve explained all of this to [redacted], and [redacted] her supervisor. All they tell me is that I am in an agreement and theyre doing everything they can. However, its at the expense of my frustration and my time. [redacted] did credit the amount owed for June and August. [redacted] also put in a request to have her supervisor call me, however Friday and Monday have passed and I havent gotten a call. I could be at work or at school, yet again Im expected to waste more time then needed for an installation.I could have easily gone with another company that is more capable and could have installed a working alarm system; however, I am stuck in this contract with a company that can never get anything right. Like I said, I would like to be let go of my agreement without penalty. I feel its the least they could do at this point, wasting so much of my time.Desired Settlement: I would like to be let go of my agreement without penalty, so that I can bring my business to a more capable company.

Business

Response:

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

Guardian extends its apology to Ms. [redacted] that its efforts to transfer security services to her new home did not meet her expectations. I did speak directly with Ms. [redacted] on August 12, 2014 at which time an appointment was scheduled for August 16, 2014 to complete the transfer of monitoring services. Unfortunately, the subcontractor who conducted said appointment on Guardian’s behalf was unable to complete installation of all equipment and requested to return at a later time. While the actions of Guardian’s subcontractor were outside of Guardian’s control, Guardian has subsequently agreed to release Ms. [redacted] from further obligation due to the issues which occurred during the service appointment on August 16, 2014.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I called 2 months before my contract was about to expire and then they said my contract is still there and cannot cancel it. And now when I called them to cancel my service, they are saying my contract is automatically renewed for another 3 years and cannot be cancelled. I have to pay the for the 35 months of service in-order to cancel the my service. I feel this is very wrong and I should not be forced automatically to so many years of contract renewal. When I originally signed the contract they mentioned its for 3 years only and now they are saying you have agreed for automatic renewal of the contract which I did not.Desired Settlement: Help me cancel this contract without any additional payment and cancel their service.

Business

Response:

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

Upon receipt of your letter, Guardian immediately contacted Mr. [redacted] to discuss the concerns stated in his complaint. During that conversation, Mr. [redacted] was informed that Guardian has implemented additional checkpoints in its account processing protocol to avoid fraudulent cancellation of the customer’s security services by unscrupulous competitors. Guardian has discovered fraudulent activities in the marketplace whereby unscrupulous competitors have attempted to impersonate Guardian customers in an effort to cancel their account with Guardian and convert the customer’s services to their firm. In these cases, the customer was unaware this was occurring. There have been numerous instances whereby these dishonest competitors stated to Guardian customers they were sent by Guardian to “perform an update on their systems” or other such untruthful comments in order to access their system and/or coerce the customer into switching providers. Due to this deceptive activity in the marketplace, prior to Guardian’s cancellation of a customer account or discontinuance of 24-hour security monitoring services, Guardian performs additional steps to ensure it is the actual customer making the request. Sometimes this requires more than one conversation with the customer, as in the case with Mr. [redacted].

Please note that Guardian is actively investigating each instance potentially involving any type of deceptive practice or fraudulent solicitation of Guardian customers and has engaged legal counsel to aggressively pursue individuals perpetrating such activities.

Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience and extends its appreciation for his understanding. Guardian has discussed this matter directly with Mr. [redacted] and has resolved his concerns to his complete satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Guardian contacted me and I was successful in closing my account. However I dont agree with what Guardian mentioned in their response about verifying whether the actual customer has made a call to terminate their account as they verify with the customer authenticity before actually speaking to them about anything.

I am thankful to Revdex.com for helping me out in closing my account with Guardian Security Services.

Regards,

Review: I have been a customer since 1999. I had an appointment scheduled for an upgraded system and I get a call after I already missed the day of work to be home that the installer was sick and couldn't come. I rescheduled and finally missed another day of work so I could be home. The system wasn't installed a month and it malfunctioned and I'm told they have to come to my house AGAIN to repair the system forcing me to miss yet another day of work. Well, I waited for someone to show which they never did so I contacted customer service and was told a tech was at my house for 20 minutes and left a note on the door and it was tracked by GPS. Well, I have been home all day waiting, no note on my door and he had my phone number that should have been called if he had an issue. In fact I was told he would call prior to coming which he never did. They want me to reschedule again and miss another day of work. If I miss anymore work I'm not going to have a job left in which to PAY the people for the service. This is unacceptable and not how you treat a 15 year customer.Desired Settlement: All I want is my system fixed and someone to show up when scheduled. I'm not missing anymore work so they can not show up again. Working 6 days a week they need to work around my schedule.

Business

Response:

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

Guardian sincerely apologizes to Ms. [redacted] for any inconvenience related to her recent service appointment. Subsequent to receipt of your letter, Guardian did conduct onsite service at Ms. [redacted]’s residence. Prior to departing the residence, the technician tested the system and confirmed receipt of all signals in Guardian’s central monitoring station. Guardian has also applied a credit to Ms. [redacted]’s account equal to one month of monitoring service in apology. I am hopeful the above gesture has fully satisfied Ms. [redacted]’s concerns.

Again, apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I'm an 82 yr old woman who lives alone. I had an existing alarm system in my home with [redacted]. One evening when I had just gotten home from the hospital, I was visited by a representative of Guardian (former employee of [redacted]) telling me that Guardian and [redacted] were one in the same company and all they were there to do was "upgrade" my system. They proceeded to come into my home, remove my existing equipment and put new equipment in. I later found out that they were in fact two different companies. [redacted] charged me $90 for not giving them 30 days notice prior to canceling service with them and also told me I was responsible for their equipment, which the Guardian representative took with him. When I inquired with Guardian I was told that they discarded the equipment and not to worry because [redacted] couldn't really hold me responsible. Guardian had me sign a 5 year contract with them under complete lies. I was told by a rude supervisor that I signed a 5 year contract with them and that's the only thing that will hold up in court as if she was threating me with court. I feel as though the Guardian representative who admitted to being a former employee of [redacted] dealt in bad faith and for all I know he was a disgruntled employee and this was his way of taking away business from [redacted]. I don't feel that contract should be upheld considering how they obtained the business/signature.Desired Settlement: Cancel the contract, waive any past due bills/fees, do not proceed to harass me with collections letters. return my equipment, pick up their equipment and last but not least remove my number and contact information from their system.

Business

Response:

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

The subject account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of this sales transaction took place directly between [redacted] and Ms. [redacted]. The installation and activation of Ms. [redacted]’s system was also conducted by [redacted]. Guardian was not present during any aspect of the sales transaction or system installation. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted].

In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including [redacted] evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Upon receipt of the subject complaint, Guardian immediately notified [redacted] of Ms. [redacted]’s concerns. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’s account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Ms. [redacted]’s system. Additionally, Ms. [redacted] will receive no further billing statements from Guardian.

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

Sincerely,

[redacted], Manager

Dealer Division

Review: My husband and I are relocating and when I asked if Guardian would transfer our existing system to another home they said yes, but only if we re-sign for another 36 months. When I originally sat down with a Guardian representative, I was told that relocating was easy and not a problem. I'm sure it's written in the fine print of the contract that this was how the relocating process works, but it was not transparent when I was receiving the sales pitch. I was also told that our dog would not set off the motion detector because of his size. The sales rep was in my home, as we discussed where the motion detector would go. Upon looking at his size, he reassured me it would be okay. Our dog set off the motion detector & now we no longer use that piece of equipment after paying for it. I feel like I'm trapped with this company that I'm not even satisfied with to begin with. To get out of our contract, it would cost over $500. I'm not willing to pay $500 just so I don't have to do business with them. It is unfair that just because we are relocating, we have to agree to another 3 years of unsatisfactory service.Desired Settlement: I would like for Guardian to transfer our system to our new home, free of charge, and we will finish our existing contract of 13 months. I feel that continuing to pay our current contract is more than fair.

Business

Response:

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

As background, Guardian’s records indicate that Ms. [redacted] initially engaged Guardian’s services on July 19, 2012, as memorialized in the Residential Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is thirty-six (36) months.

On July 9, 2014, Ms. [redacted] informed Guardian she would be moving from the premises. Guardian’s representative offered to reprogram and activate the existing system in Ms. [redacted]’s new residence at no charge in exchange for a new thirty-six (36) month Agreement. Alternatively, should Ms. [redacted] wish to cancel the account at the present time, an early termination fee would be required as she remained within the initial term. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to provide explanation in an attempt to address her concerns. Guardian explained that it had not yet recouped the costs invested in her home and while Guardian was unable to simply cancel her account, Guardian was more than willing to make every reasonable effort to assist her in resolving this matter to her satisfaction. To that end, in good faith and in an effort to bring swift resolution to Ms. [redacted]’s concerns, Guardian offered to accept a 50% reduction to the early termination fee to cancel the account immediately. Ms. [redacted] accepted Guardian’s offer and remitted the designated amount on July 11, 2014. Accordingly, Ms. [redacted]’s account will be cancelled and she will be under no further obligation to Guardian.

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

Sincerely,

[redacted], Director

Account Management Department

Consumer

Response:

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

Review: Has Salesman Sham you into a contract with 100% Early Termination Fees!!!

When me and my wife first bought our home we received a letter in the mail in regards to setting up an alarm system with Guardian Protection Services. As our home is in a new development there weren't many options. We called the number and they sent a representative to our home. The salesman made all the usual promises of customer service and satisfaction. However he told us that the service was month to month and there wouldn't be any charges if we chose to cancel. So like I said as it was the only service available we signed up. The only documents we were instructed to sign was for the auto draft and agreement of service. So here I am 2 years later attempting to cancel service and I was told that Guardian has a 100% ETF and they want the remaining balance for the roughly 3 years I have left of service totaling a lil over two thousand dollars. upon finding this out I'm just extremely dissatisfied with the shady business practices of the salesman that this company employs.Desired Settlement: I want my service cancelled as per the month to month agreement that we were told by their shady salesman.

Business

Response:

December 22, 2015

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

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

While Mr. [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. The subject account is among those for which Guardian provides these services. Mr./Mrs. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr./Mrs. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr./Mrs. [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 Mrs. [redacted] initially engaged [redacted]’s services on May 2, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years. The Agreement bears Mrs. [redacted]’ signature.

On December 7, 2015, Mr. [redacted] informed Guardian that the parties were moving from the monitored premises. Guardian informed Mr. [redacted] that monitoring services could be transferred to his new home, or that the new homeowner/tenant could take over monitoring services which would relieve Mrs. [redacted] from any remaining obligation. Guardian’s representative further explained that Mrs. [redacted] remained within the initial term of her Agreement with [redacted] and an early termination fee is required to cancel at the present time. Guardian’s representative also explained that any cancellation request would need to be discussed with Ms. [redacted] as the only contract signer. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss the contents of the complaint. Guardian’s representative reiterated the previous offer to relocate services to Mrs. [redacted]’ new home. Mrs. [redacted] declined and stated she had engaged an alternative security provider. Guardian’s representative also reiterated that the new homeowner could take over monitoring services under a new contract which would relieve Mrs. [redacted] from all remaining obligation. Mrs. [redacted] stated she wished to resolve this matter immediately rather than waiting to determine if the new homeowners are interested in services. Guardian’s representative explained that an early termination fee is required to cancel the account prior to the end of the initial term. However, in good faith, [redacted] has authorized a 50% reduction of the early termination fee amount designated by the terms of Mrs. [redacted]’ Agreement. As such, upon payment of the sum of $1,126.00, [redacted] will cancel Mrs. [redacted]’ account and she will be released from all remaining obligation. Mrs. [redacted] requested a copy of her Agreement with [redacted] and further stated she wished to review the options with her husband before making a decision. Pursuant to her request, a copy of the Monitoring Agreement was mailed to Mrs. [redacted] on December 8, 2015.

Subsequent to that conversation, Mrs. [redacted] informed Guardian that they wished to continue making monthly payments until she is eligible to cancel the account. Mrs. [redacted] also requested that monitoring services be reactivated at the premises. Pursuant to her request, monitoring services were reactivated on December 18, 2015.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: I purchased a home security system with monitoring from Guardian Home Protection back in 2011. At the time of purchase I was told the contract was for a 2 year term. A month before my 2 years was up I called to cancel and was told, no you have a 3 year term. Although, I did not agree with this and requested a "copy" of the contract with my signature. When this arrived, the copy was hazy and did not contain my signature, but an e-signature. I let it slide for 1 more year. It is now 1 month before my 3 year term and I called to cancel wast told, no you have a 5 year term. I again requested a "copy" of the contract with my actual signature but was again given another copy that looked nothing like the first and contained another e-signature. I was told today by the person I talked to that the e-signature required a 4 digit code to sign. Ironically, the 4 digit code is the same 4 digit code I use on my system---In reading through the complaints located on the Revdex.com site, 90% of the complaints are regarding contract/billing issues. This is a significant problem that needs to be addressed!Desired Settlement: Contract for "5" years to be null and void ending March 2014. Guardian Protection Services to be held accountable.

Business

Response:

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

Please note that Guardian is contracted by a firm known as [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. Ms. [redacted]’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 [redacted] to provide services for [redacted] customers as described above.

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

Upon receipt of Ms. [redacted]’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] reiterated that Ms. [redacted] knowingly and willfully entered into her Monitoring Agreement (“Agreement”) with their firm on May 6, 2011 and referenced the front side of Ms. [redacted]’s Agreement which designates the following: “The initial term for service will begin on May 6, 2011 and will end on May 5, 2016”.

[redacted] also noted that the reverse side of Ms. [redacted]’s Agreement designates provisions and fees related to early termination of the Agreement prior to the end of its initial term. [redacted] informed Guardian that a copy of the Agreement was provided to Ms. [redacted] immediately upon her engagement of services and that Ms. [redacted] acknowledged her right to review the transaction and terminate the Agreement within three business days with no further obligation had she desired to do so and. Because Ms. [redacted] did not exercise her termination of the Agreement, [redacted] incurred expenses to fulfill its obligations as set forth in the Agreement.

Upon receipt of your letter, Guardian also reviewed its account records including all telephone interactions with Ms. [redacted]. (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.)

Our records indicate that Ms. [redacted] contacted Guardian on May 15, 2013 to request the cancellation of her account. Guardian’s representative informed Ms. [redacted] that she remained within her initial sixty (60) month term and that an early termination fee would be required to cancel her account immediately. Ms. [redacted] asserted her belief that her initial term was to be a period of two (2) years and that her sales representative promised she could cancel the account after a 2-year period. Guardian’s representative reviewed Ms. [redacted]’s Agreement and confirmed a 60-month initial term. A copy of the Agreement was mailed to Ms. [redacted] for her review and records.

Guardian received no further requests from Ms. [redacted] to cancel her account until February 20, 2014 at which time Ms. [redacted] reiterated her belief that she had executed a 2-year Agreement. Guardian’s representative confirmed the initial term found on Ms. [redacted]’s Agreement to be a 60-month term and provided another copy of the Agreement to Ms. [redacted] via fax and mail. Guardian received the subject complaint shortly thereafter.

Because Guardian is contracted by [redacted] to provide 24-hour security monitoring for Ms. [redacted]’s account, Guardian does not possess the authority to terminate Ms. [redacted]’s Agreement with [redacted] as she has requested. Guardian has advised [redacted] of Ms. [redacted]’s complaint and her desire to cancel her Agreement with their firm. [redacted] is a highly respected firm and has agreed to reduce Ms. [redacted]’s initial term from 60 months to 36 months with a contract end date of May 6, 2014. Guardian has spoken with Ms. [redacted] who has accepted this offer to reduce the initial term of her Agreement.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s issues. Should you have any questions, please do not hesitate to contact me 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 pending letter state specifically in written format that the balance due after May 5, 2014 is $0.00 and this is to have no reflection on my credit report.

Review: In August of this year we purchased an upgrade to our home security system. This would allow my husband and I to receive notifications from the security system to our Smartphones. When the technician finished my husband was still not receiving notifications to his phone. The technician had been at our home for so long that my husband said that he would get on the computer to try to get it to work to no avail. Later on that evening we also realized that the tech had not connected the panel in the bedroom and we were not able to secure our home. We called the Guardian office and were told that someone would contact us in the morning. I called them first thing the next morning and spoke with a supervisor and informed him that the panel in the bedroom was not connected and that the tech was not able to get my husband's cell phone to receive notifications from the new system. He sent the same guy back out to our home later that day. Once the gentleman tried to connect the panel in the bedroom to the new system and did a system test, he realized that our basement door had not been connected at all. All of the equipment was on the door as if it was connected and we had been paying for it to be connected/monitored only to find out that for several years this door had not been hooked up properly. We would have never known it had we not requested the upgrade to the system. I called and informed Guardian about the situation and they told me that they did not know about it because the tech had not put that information on his sheet. However; they gave us two months credit for yrs of partial coverage. On Saturday, October 12, 2013 I accidently set the alarm off. I received a notification to my cell phone, however; my husband did not. I never received a call from Guardian so I called them. They said that If I disarmed the system before 30 seconds they wouldn't receive an alarm from my home. I was not really satisfied with that answer so I made up my mind that I would call Customer Service on Monday.Desired Settlement: We nolonger want this new system as Guardian has been out to our home twice for hours at a time to try and get this thing to work to no avail.

Business

Response:

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

Ms. [redacted]’s letter indicates she has experienced ongoing issues with her security system since upgrading her equipment in August 2013 and she requests the cancellation of her account as a result. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian offered to send a technician at no cost to Ms. [redacted] to inspect the entire system and make any necessary repairs thereto. Guardian further offered to schedule the service appointment for an evening or weekend convenient to Ms. [redacted]. Ms. [redacted] declined to schedule service and reiterated her request to cancel her account.

In light of Ms. [redacted]’s unique circumstances, Guardian will honor her request and process the cancellation of her account. Upon cancellation, Guardian will no longer response to any signals received from Ms. [redacted]’s residence. Additionally, the balance due on the account will be waived and Ms. [redacted] will receive no further billing statements from Guardian.

On behalf of Guardian, I apologize to Ms. [redacted] for any inconvenience and/or frustration related to the above issues. Should Ms. [redacted] wish for security services in the future, it is my hope that she will contact Guardian and allow us the opportunity to re-earn her satisfaction and trust in the services we provide.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: After my wife and I got married, she contacted guardian to change her last name on our account. They sent us 10-12 pages to sign and initial... To change her last name on the account. A few months after that I contacted them to end our services because our contract was done - or so I thought. The person at guardian informed me that our contract was not done, Infact we had close to 60 months left on our contract. I told them there must be some mistake. Over the next 45 minutes on the phone I found out that in those 10-12 pages that my wife was sent to CHANGE HER LAST NAME, there was 1 spot that was highlighted by guardian (along with about 20 others)for her to initial in that whole mess that actually extended our contract for 60 months! 60 months! That's 5 years! For a simple request to change the name on our account these people locked us into another 60 months of their same crummy service, and then told us there was nothing they could do about it. That's about as low as it gets, cell phone contracts are only 24 months, what kind of a company slips in a 60 month contract to extend service when all we asked for was a name change on our account? I know that it's a rough economy, and businesses struggle, but this is just rediculous. I hope guardian will come to their senses, or maybe this post will help someone else not make the mistake we did. Or maybe 1 do the other 344 complaints in the last 3 years might help someone else.Desired Settlement: End our contract, it would be nice to be reimbursed for the bills we have had since then, but I don't expect it from a company like this, just end our contract.

Business

Response:

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

Upon receipt of your letter, Guardian conducted a thorough review of Mr. and Mrs. [redacted]’s account. Guardian apologizes for any confusion related to Mrs. [redacted]’s request to change her last name on her account and for Guardian’s inadvertent extension to the [redacted]’ Agreement term. Guardian has amended Mr. and Mrs. [redacted]’s account to reflect a month-to-month term with the option to cancel the account at any time. I have spoken with Mr. [redacted] and confirmed his complete satisfaction with this resolution. Again, Guardian apologizes to Mr. and Mrs. [redacted] for any inconvenience.

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

Sincerely,

[redacted], Manager

Customer Service Department