Guardian Protection Services Inc

Review: I was conned into a 3 year contract when I only had a 2 year rental agreement. Why would I sign a contract for a system that was previously installed in my residence prior to renting? And for longer than my rental agreement? Have called numerous times to cancel service as we have since moved. Notes ALL over the account as well as legal recordings stating I did NOT agree to a contract. Even continue to receive bills monthly after stating in the bill they are not continuing service in that residence. Should make for an interesting court case for harassment and illegal contract baiting.Desired Settlement: Account cancelled and cleared. It's really not difficult Guardian. You aren't providing a service, yet still requesting payment and refuse to acknowledge the recordings where no contract was mentioned. I am certain the local press will love the fact you are attempting to scam veterans. All information regarding this fraudulant account will be posted on all social media if not resolved in a timely matter.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to respond to Mr. [redacted]’s concern and assist in clarifying this matter for all parties.

Guardian’s records indicate that Mr. [redacted] contacted Guardian at 2:57pm on June 25, 2012 to inquire about his engagement of Guardian’s services. Guardian’s representative assisted Mr. [redacted] by explaining the monthly fee of $34.95 and the thirty six (36) month initial term. Mr. [redacted] indicated he would call back after consideration. Upon contacting Guardian again, Mr. [redacted] indicated he wished to proceed with engagement of Guardian’s services. Mr. [redacted] provided information to enable Guardian to send him the required paperwork; this occurred on June 27, 2012. At that time, Guardian provided Mr. [redacted] with his Monitoring Agreement, which defined and memorialized the terms, conditions and obligations of each party. Mr. [redacted] reviewed and executed the Agreement thereby acknowledging his acceptance. Please note the term of the Agreement is highlighted in a separate section under “Special Conditions” and indicates the following: “Notwithstanding anything to the contrary in this Agreement, the initial term of this Agreement is thirty-six (36) months. Customer declined Extended Repair Agreement. Monthly fees include Interactive Services.” Mr. [redacted] affixed his initials and signature in various locations throughout the form to memorialize his acknowledgement and acceptance of the terms.

Eight months later in March 2013, Mr. [redacted] advised Guardian that he would be moving from the premises and requested the cancellation of his account. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement whereby an early termination fee would apply. Mr. [redacted] expressed that he “did not realize that he signed a thirty six (36) month agreement”. Guardian provided several options available to customers who are moving; these were provided to Mr. [redacted] in an effort to assist him in fulfilling his obligation under the Agreement. Regretfully, Mr. [redacted] declined each offer presented by Guardian. In good faith Guardian also offered to accept a significantly reduced early termination fee; unfortunately Mr. [redacted] declined.

During the next several months, Guardian made numerous attempts to contact Mr. [redacted] in an effort to assist. When calling Mr. [redacted], a message was received which indicated Mr. [redacted] was not accepting calls. Upon receipt of your letter, Guardian again made several additional attempts to contact Mr. [redacted] via the email provided in his complaint (which is the same email he provided to Guardian during the initial activation of his service). Regretfully, Mr. [redacted] has not responded.

A thorough investigation of Mr. [redacted]’s account evidences the fact that Mr. [redacted] reviewed and executed the Agreement of his own free will in order to engage the services he wished to receive from Guardian. With all due respect intended, Guardian submits that all of the assertions in Mr. [redacted]’s complaint are false. Please understand that Guardian made an investment to activate and provide said services as requested by Mr. [redacted] and at all times Guardian has fulfilled its obligations as defined in Mr. [redacted]’s Monitoring Agreement. It is not unreasonable for Guardian to anticipate that Mr. [redacted] would reciprocate by honoring his obligations as defined in his Monitoring Agreement. Additionally please note that Section B of Mr. [redacted]’s Agreement also specifically provides specific definition in the event of the customer’s move or departure from the premises and states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.”

Guardian is a fair and reasonable company and is willing to work with Mr. [redacted] to process the cancellation of his account. In order to do so, Guardian requires direct contact from Mr. [redacted]. Mr. [redacted] may contact me at ###-###-#### at his convenience to finalize this matter. I am available Monday through Friday from 7:30am to 4:30pm EST.

Thank you for the opportunity to provide clarification and respond to Mr. [redacted]’s letter. Please feel free to contact me with any questions or concerns.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have not payee Guardian because I no longer use Guardian. The reason is I have moved from [redacted](west coast) to [redacted] and unfortunately Guardian Is NOT in the area that I am now living.I used Guardian for 4 1/2 years when I lived in a gated community 24/7. I am NOT living in a gated community. I am very concern about my safety. I did not want to use a subcontractor that I never heard about.However in response to changes in my life I have had to change residencies to [redacted] which ,is an area Guardian does not support.I am a senior citizen, who lives alone ,in a NON gated community and should not be forced to use a services of a security company that I never heard about. Guardian has offered a subcontractor, and is stating that I am required to use the services of the subcontract, or pay a fee for breaking the contract. It is not written in the contract that I must use a service of the subcontractor should I relocated.For this reason I should not pay the fee .I have recently received a letter of final notice from Guardian threatening to hurt my credit should I not pay the fee on 30 days from the date of the letter .(March 23).Desired Settlement: I do not want to pay the fee of $154.88 that Guardian require.My contract was with guardian and not with a subcontract.Since I moved I notify immediately and disconnect the service .So I do not owe them anything.

Business

Response:

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

Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Ms. [redacted]’s account. For background, Ms. [redacted]’s initial transaction with Guardian occurred on March 2, 2010 at which time she executed a Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

In May 2014, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement and an early termination fee was required to cancel the account immediately. Guardian’s representative also provided additional options including the transfer of services to the new home or that the buyer/tenant of Ms. [redacted]’s home could activate Guardian’s services which would satisfy her obligation. Guardian also offered to place Ms. [redacted]’s account in an inactive status for a period of six (6) months to allow Ms. [redacted] time to complete construction of her new home. Ms. [redacted] accepted Guardian’s offer to freeze her account for a six (6) month period. As such, the account was placed in an inactive status from June 2014 – November 2014.

In December 2014, Guardian spoke with Ms. [redacted] to discuss relocation of monitoring services to her new home. During that conversation, Guardian offered to install a basic package in Ms. [redacted]’s new home in exchange for payment of a $195 installation fee and execution of a new 36-month Agreement. Guardian also explained that installation would be completed by either a local subcontractor or a technician from Guardian’s [redacted] branch. Ms. [redacted] expressed dissatisfaction that a subcontractor may complete the install and disputed the necessity of executing a new 36-month Agreement. Ms. [redacted] expressed that she wished to explore other security providers and would contact Guardian back at a later time.

Ms. [redacted] informed Guardian in January 2015 that she was ready to move forward with installation. Shortly thereafter, Guardian informed Ms. [redacted] that the installation would be conducted by a local subcontractor. Ms. [redacted] expressed dissatisfaction that install could not be completed by a Guardian technician and requested to cancel her account. Guardian’s representative indicated an early termination fee was required to cancel the account at the present time and in a good faith effort to satisfy Ms. [redacted], Guardian offered to accept a 25% reduction to the early termination fee in the amount of $262. Ms. [redacted] declined to remit an early termination fee, stating the early termination fee did not apply to her as she vacated the monitored premises.

On March 16, 2015, Guardian received written correspondence from Ms. [redacted] advising that she had engaged an alternate security provider. Guardian made subsequent attempts to contact Ms. [redacted] to discuss the cancellation of her account. Guardian received no contact from Ms. [redacted] until receipt of the subject complaint.

Upon receipt of Ms. [redacted]’s letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative explained that Ms. [redacted]’s Agreement provides Guardian the authorization to engage a subcontractor without prior consent. Notwithstanding, while Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in this instance Guardian will accommodate her request to cancel her account without further payment. The balance due on Ms. [redacted]’s account has been waived and her account cancelled effective April 10, 2015. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Review: a guardian sales rep gaurenteed that guardian could take over my security system that was already installed in my home but my wife and I have had nothing but trouble with false alarms. they have tried to fix it numerous times with no good results. We have resolved to just turning our guardian protection service off. Through the course of trying to make their system work they have changed the main panel and all of my smoke alarms except for one that they missed , so for the first 6 months of our service our house had no smoke alarms,we have been shaken out of bed numerous times for false fire alarm and intruder alarms.Desired Settlement: a full refund and restore my original security system to the proper working order that it was when they started

Business

Response:

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

Guardian has conducted a thorough review of Mr. [redacted]’s account and found that his initial transaction with Guardian occurred on July 29, 2013, 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 three (3) years.

Pursuant to the Sales Agreement executed by Mr. [redacted], Guardian agreed to monitor the existing security system in Mr. [redacted]’s residence. More specifically, Guardian agreed to takeover/tie-in twenty-four (24) existing devices, install a new glass break sensor and to replace the existing panel/keypad. Mr. [redacted] was made aware that any existing equipment would not be warranted by Guardian because it was not installed by Guardian; Guardian merely connected to those existing components and agreed to monitor the system. However, any additional parts installed by Guardian are warranted by Guardian for a period of ninety (90) days pursuant to the terms of the Sales Agreement.

Mr. [redacted]’s existing system was activated and new components installed on August 8, 2013. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be working properly as evidenced by receipt of all signals in Guardian’s central monitoring station.

Subsequent to activation, Mr. [redacted] began to experience issues with the existing smoke detector devices in his home. While the smoke detectors were not covered under Mr. [redacted]’s warranty as they were not installed by Guardian, as a courtesy Guardian provided and installed five (5) new smoke detectors at no charge to Mr. [redacted] in a genuine effort to earn his satisfaction.

Mr. [redacted] also reported issues with window contacts which were components of his existing system and not installed by Guardian. In response to Mr. [redacted]’s concerns, Guardian dispatched a technician to inspect the window contacts and make necessary repairs. As a result, Guardian’s technician found the weather stripping/insulation around the windows to be interfering with the function of the window contacts. Upon the technician reporting his findings to Mr. [redacted], Mr. [redacted] requested that all existing (hard-wired) window contacts be replaced with new wireless devices. Guardian provided Mr. [redacted] with the cost associated with replacing the devices, however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] directly in an effort to facilitate resolution of his concerns. During that conversation, Guardian’s representative offered to schedule onsite service to fully inspect Mr. [redacted]’s system and make any necessary repairs to ensure the system is functioning to its full potential. Guardian’s representative also explained that Mr. [redacted] had subscribed to Guardian’s Extended Repair Agreement, thus onsite service appointments are conducted for a $25 co-pay in lieu of Guardian’s standard service rates. Mr. [redacted] declined to schedule onsite service as he refused to remit any payment for onsite service.

Mr. [redacted] reiterated his request to replace the existing hard-wired devices with new wireless devices and further requested that the service be completed at no charge to him. Guardian’s representative informed Mr. [redacted] that due to the large number of devices in the home which would need to be replaced (approximately 30 devices), Guardian was unable to provide the equipment at no charge however Guardian’s representative offered to provide the equipment to Mr. [redacted] at a drastically reduced cost of $25/device. Mr. [redacted] expressed dissatisfaction with the cost associated with the devices and declined Guardian’s offer.

Mr. [redacted] informed Guardian’s representative that he wished to cancel his account, and be fully refunded for all monies paid to date. Mr. [redacted] also requested that Guardian reinstall his original panel which he had in his possession. In a genuine effort to bring resolution to Mr. [redacted]’s concerns, Guardian’s representative agreed to release Mr. [redacted] from his Agreement with no early termination fee and further agreed to refund the nine (9) months of monitoring services paid to date. However, Guardian’s representative informed Mr. [redacted] that Guardian in unable to reinstall his previous equipment. Mr. [redacted] informed Guardian that he finds the offer unacceptable and further expressed that he will engage another company to install the equipment and forward the billing statement to Guardian for payment. Guardian’s representative apologized to Mr. [redacted] and expressed that Guardian respectfully will not remit payment to another company for the installation of any equipment, however Guardian remains willing to cancel the account and provide the refund requested by Mr. [redacted]. Mr. [redacted] stated that he does not accept Guardian’s offer and refused cancellation of his account.

Guardian regrets that its efforts to satisfy Mr. [redacted] did not meet his expectations. Respectfully, Guardian has assessed Mr. [redacted]’s account and found that Guardian has proposed resolutions that are fair and reasonable to both parties in a good faith effort to resolve Mr. [redacted]’s issues. Respectfully, it is unreasonable to expect that Guardian would incur labor and equipment expenses by providing and installing more than thirty (30) new security devices at no charge to Mr. [redacted], or to incur labor expenses by reinstalling antiquated security equipment.

Notwithstanding the above, it is Guardian’s sincere desire to bring final resolution to Mr. [redacted]’s concerns. To that end, the offers discussed above remain available to Mr. [redacted] should he so desire. In summary, Guardian proposes the following:

1) Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. [redacted]’s Extended Repair Agreement at which time Guardian’s technician will fully inspect and test the system and make any necessary repairs. OR

2) Mr. [redacted] may elect to purchase wireless devices at a drastically reduced cost of $25/device. Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. [redacted]’s Extended Repair Agreement at which time Guardian’s technician will swap out the existing hard-wired devices with the wireless devices purchased by Mr. [redacted]. OR

3) Guardian will release Mr. [redacted] from the remaining obligation under the Agreement without further payment. Guardian will further provide Mr. [redacted] with a refund for all monitoring services paid to date.

The above offers shall remain available to Mr. [redacted] until close of business on January 26, 2015 after which they will be rescinded. Guardian believes these offers to be fair and reasonable and is hopeful Mr. [redacted] will concur.

Thank you for informing allowing Guardian the opportunity to clarify this matter. Should you have any questions, please feel free to 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: I moved from [redacted] to my current address in [redacted] and used the Guardian Home Relocation Guarantee. I signed a new 4 year agreement with Guardian on 9 Jun 2015 and was soon given an installation date of 17 June 2015. No one showed up. I contacted Ms [redacted] (###-###-####), who apologized and stated Guardian could not do the install, but they will have another company do the install. She stated Guardian would 2 day mail the system to the installer and give me two months credit, since I had already paid for June. I have subsequently talked to Phil (x[redacted]) and Matt K[redacted] on numerous occasions (Supervisor at x [redacted]). Guardian had planned to take over the system that was in the house, which I had told them did not work. The installers discovered the alarm points were not compatible with the Guardian System on July 13. I called and talked to Matt and he said he would ship the installers the system (including two motions I bought). Matt promised me a 3 month credit on my bill, which had already been paid for June and now July. [redacted] called me today to install the system on Weds, 22 Jul, and while reviewing the package sent to them, it was discovered they were not sent 3 door contacts. There is lot more information, but I am really just sick of trying to get a product installed. I was happy Guardian in the past. [redacted] is located 60 miles away, so it is not like they can just pop over to do the install. I do not want part of the system - I want the 3 Motion Sensors and 3 contact points as part of he move. .Desired Settlement: I want the system installed by 29 July or I want out of the contract with Guardian. I also want to ensure I receive the 3 month credit considering I have already paid for June and July by automatic debit.

Business

Response:

August 5, 2015

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



Dear Ms. [redacted]

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Mr. [redacted] for the delay in installing his security system and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Mr. [redacted]’s account and found that the service appointments referenced by Mr. [redacted] were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Mr. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Subsequent to receipt of your letter, onsite service was conducted at Mr. [redacted]’s residence on July 27, 2015 to complete the transfer of his monitoring services. In a good faith gesture of apology, Guardian has applied a credit to Mr. [redacted]’s account equal to three (3) months of monitoring service.

Again, Guardian sincerely regrets causing Mr. [redacted] any confusion or inconvenience. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to continue serving his security needs.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Review: Purchased a new battery from them for my home panel 4 months ago, and just recently started getting messages and phone calls of low battery. I also did not renew my contract with them and shortly after that is when the problem started. Notified customer service of the issue and the gentleman on the phone put in a request for a refund which just today March 10, 2015 called me and stated it was denied because I did not renew my contract. The customer service rep. advised me that the battery should last 1 to 3 years (which the last one I had lasted 3 years). It's been 4 months since I had this battery and ran all tests that they wanted me to. Just because I did not renew my contract does not mean that I have to pay for a defective battery.Desired Settlement: I would like a refund for the defective battery that I purchased 4 months ago

Business

Response:

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

Mr. [redacted] has requested a refund for the cost of a panel battery which he purchased in November 2014. Guardian has reviewed its records in response to Mr. [redacted]’s request and offers the following.

On November 2, 2014, Mr. [redacted] requested a new panel battery for his system. Per his request, Guardian shipped a battery to Mr. [redacted]’s residence. Mr. [redacted] received the battery and installed it on November 6, 2014. Guardian invoiced Mr. [redacted] the sum of $43.76 for the cost of the battery.

Mr. [redacted] contacted Guardian on January 28, 2015 and requested the cancellation of his account as he was no longer using the system. Mr. [redacted]’s account was cancelled pursuant to his request effective February 20, 2015.

On February 26, 2015, Mr. [redacted] contacted Guardian and expressed dissatisfaction that he was receiving low panel battery notifications at the keypad. Mr. [redacted] requested a refund for the cost of the panel battery. Guardian’s representative offered to assist Mr. [redacted] with technical troubleshooting in an effort to assist him. Mr. [redacted] declined all offers for assistance and reiterated his request for a refund. Guardian’s representative expressed that he would need to review the request for reimbursement with a supervisor as Mr. [redacted] was no longer a monitored customer of Guardian.

On March 10, 2015, Guardian contacted Mr. [redacted] and informed him that his request for a refund could not be approved as the 90-day warranty for the panel battery had expired. Due to storms in Mr. [redacted]’s area which had likely caused the battery to go low, Guardian’s representative offered to assist Mr. [redacted] by conducting a sensor test to ensure the battery was restored in the system. Guardian’s representative also offered to schedule onsite service at standard billable rates to repair and/or replace the battery. Mr. [redacted] declined all offers of assistance. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian reiterated that the warranty on the panel battery had expired and thus he did not qualify for reimbursement. Notwithstanding, in order to satisfy Mr. [redacted], Guardian has agreed in good faith to provide the refund pursuant to his request. Mr. [redacted] will be receiving payment via check within the next several weeks.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: Hello.

I am writing to express my extreme dissatisfaction with my home alarm system company, Guardian Protection Services, based in Pittsburgh, PA. We have had nothing but problems with this company since 2012 when we moved into our new home and the system was already installed. I will spare the details from the past, though, and only focus on the present issues.

Our contract was finally up and we were looking into the option of switching to another company and getting a whole new alarm system because the system that was in the house was very old. It was put in when the house was built over 12 years ago, and the sensor boxes were large, bulky, out of date and had since turned yellow from just being old. We got some quotes from other companies and were looking forward to switching since we have had so many issues with Guardian as a whole. However, then the retention specialist we were working with had agreed to upgrade our entire system for free, which is really what we wanted in the whole switch. Since the existing hard wires of the system were with Guardian, we decided to just stay with them instead of switching because it would probably be easier since their alarm was already there. MISTAKE. It was not easier. I am having endless problems with Guardian and wasting an immense amount of my time (which I do not have) dealing with all of these issues. I’ll try to be as short as possible while still depicting the entire story.

The first technician that came out to our house to replace and put in the whole new system was literally the worst. He did a terrible job. He took over 6 hours in my home to get absolutely nothing accomplished. The sensor boxes were all put on sloppily and crooked. It looked like a kindergartner put them on. Since he did not take off any of the old glue, the new sensors and magnets didn’t even stick and were falling off as soon as he left. I was terribly unhappy.

They sent a second technician out to fix the first technician’s mess. He straightened up the sensors and magnets and went around my windows with Goo Gone and removed all of the excess glue, which I really appreciated. I thought we were good to go but then I noticed that he did not correct the sloppily done sensors and magnets in our basement so they had to send out yet another technician. At the same time it also happened that two of our sensors kept malfunctioning and having an error, so I was not able to set the alarm at all.

The third technician they sent out fixed the sensors in the basement and replaced the two sensors that were malfunctioning. This time I thought we were really good to go. We had to be. How could it take three technicians to get one job done? It had to be fixed now. WRONG. Yet AGAIN some sensors malfunctioned so I was unable to set the alarm. They had to send out another technician.

The fourth technician they sent out was probably the best out of all of them. He figured out, by doing some tests that none of the other technicians bothered to do, that some of our sensors were assigned to the incorrect serial numbers so were not communicating with each other properly, thus causing the errors in the system. He fixed them and I thought that would be the end of it.

Today, I woke up and went downstairs to let the dog out. I forgot to disarm the alarm before going downstairs. When I got back upstairs I noticed that the alarm was still armed, but nothing went off when I went downstairs. There is a motion sensor in the middle of the basement that should have gone off when I went down there. It did not. I disarmed and rearmed the alarm to another setting that should set off the motion detector. I went downstairs with the alarm armed and nothing. The motion sensor obviously does not work.

Each time a technician was here I asked each of them to please test all parts of the alarm to make sure that everything worked properly. They each told me that everything was working. That was a lie. I do not have the time to arm the alarm and go separately open every door and window myself to make sure the sensors are all working. That is not my job and that is what I am paying Guardian to do. I am obviously not getting any of the service I have been paying for all of these years. Who knows how long I have had an unfunctioning alarm system. My husband travels often for work which leaves my son and I home alone. The purpose of the alarm system is so that I can feel comfortable that my son and I are safe. I do not feel safety at all being in this company’s hands. Not one bit.

I do not even know where else to turn to at this point. I’ve tried to resolve these issues amicable with Guardian but a new problem always arises regardless. The only other resolution I can think of, aside from having yet another technician come and fix whatever the new problem may be, is a monetary resolution. For my inconvenience, troubles, and lack of a working system that I have been paying for I would like a refund of one year’s subscription fee. We have been paying $40.95 per months, so I would like a refund of $491.40. Thank you for your time.Desired Settlement: See explanation above.

Business

Response:

April 19, 2016

RE: [redacted], Case #[redacted]

Dear Mrs. [redacted]:

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

Mrs. [redacted]’s letter expresses discontent related to the installation of security equipment during her recent upgrade. For background, Mr. and Mrs. [redacted]’s initial transaction with Guardian occurred on October 10, 2012, at which time Mr. [redacted] executed a Monitoring Agreement to engage Guardian to activate and monitor the existing system in their new home.

In January 2016, Mr. and Mrs. [redacted] elected to upgrade their security system. Mr. [redacted] executed an Interactive Upgrade Addendum (“Addendum”) on January 26, 2016 for an initial term of forty-eight (48) months. On February 11, 2016, Guardian installed all of Mr. and Mrs. [redacted]’s selected equipment with the exception of one (1) device which was damaged out of the box. Guardian’s technician explained that a new sensor would be ordered and a technician would return to install that device upon delivery.

The following day, Guardian received an email from Mrs. [redacted] expressing dissatisfaction with installation of the new equipment, citing displeasure with the cosmetic appearance of the new devices. Mrs. [redacted] requested a different technician return to correct the appearance of the devices and to install the missing device. Guardian apologized to Mrs. [redacted] for any inconvenience and explained that a new sensor had been ordered. Upon the sensor being delivered, Guardian would contact Mrs. [redacted] to schedule an appointment.

An onsite service appointment was scheduled for February 26, 2016 to install the missing sensor and make cosmetic alterations to the new equipment however Mrs. [redacted] subsequently requested that the appointment be rescheduled. Pursuant to her request, the onsite service appointment was rescheduled for March 3, 2016. Guardian’s technician was dispatched as scheduled on March 3, 2016. While onsite, the technician removed glue residue which remained from the installation of the initial security equipment. The technician also made cosmetic changes to the alignment of the new security devices which resulted in the devices being more aesthetically pleasing. The following day, Mrs. [redacted] expressed her pleasure with the work of the technician however stated he had missed several devices on the basement windows. A technician returned to Mrs. [redacted]’s home on March 8, 2016 and made additional cosmetic corrections (i.e. using glue remover and filling holes with white silicon, etc.). The technician also replaced two (2) transmitters. Prior to departing, the technician provided a demonstration to Mrs. [redacted] on arming/disarming the system using the key fob.

On March 9, 2016, Mrs. [redacted] expressed ongoing issues with the window sensors. A technician returned that day on March 9, 2016 and found that serial numbers on several sensors were incorrectly programmed. The technician corrected the programming and replaced the living room window contact. Guardian now believes the issues with the window sensors and the cosmetic appearance of the new devices to be resolved.

Mrs. [redacted]’s letter also expresses concern related to the motion sensor in her home. More specifically, Mrs. [redacted] states that the motion sensor did not detect her movement in the home while the system was armed. Guardian reviewed Mrs. [redacted]’s account including the history log from Mrs. [redacted]’s panel and determined that the system was armed in “stay” mode during the time in question. Please note that arming the system in “stay” only arms the perimeter devices (doors and windows) to allow homeowners to move freely about the residence without tripping any motion-activated devices. Should a customer wish for the motion sensors to be armed, the system must be armed in either “away” or “maximum” mode.

Guardian contacted Mrs. [redacted] on April 5, 2016 to provide the above explanation. During that conversation, Mrs. [redacted] conducted a test of her system while it was armed in “away” mode and the motion sensor did activate properly. Guardian’s representative also provided an explanation to Mrs. [redacted] of the different arming modes (“stay”, “away”, “instant” and “maximum”). Mrs. [redacted] indicated that her touchscreen keypad did not have a “maximum” option and that she had armed the system in “night stay.” Guardian’s representative offered to remotely access Mrs. [redacted]’s system and program the Zone 18 motion sensor to be incorporated with the “night stay” option. Mrs. [redacted] accepted and Guardian edited the programming for the motion sensor via remote access.

Guardian left several voicemail messages for Mrs. [redacted] on April 5, 2016 and April 6, 2016 to advise her of the programming changes and to inquire if she had had the opportunity to test the motion sensor. Mrs. [redacted] emailed Guardian on April 6, 2016 and stated that she had tested the motion sensor twice with no success. Guardian’s representative sent an email response to Mrs. [redacted] requesting that she contact Guardian via telephone to conduct a test of the motion sensor while on the line. Guardian’s representative also offered to send a technician at no charge to test the motion sensor onsite.

On April 7, 2016, a Guardian supervisor spoke with Mrs. [redacted] regarding the motion sensor. Mrs. [redacted] expressed that she wished for the motion sensor to be armed during the night with no entry delay. Guardian’s technical support team has been conducting extensive research and was able to provide instructions on setting the system in “night stay” mode from the number keypad. Guardian’s technical support team also contacted Honeywell to determine why the touchscreen keypad was not compatible with “night stay”. After additional remote programming changes, Guardian believed the motion sensor issue to be resolved.

On April 8, 2016, Guardian left a voicemail message for Mrs. [redacted] informing her of the newest programming changes. Guardian’s representative requested that Mrs. [redacted] contact Guardian to relay whether the motion sensor was now working as she desired. Guardian left additional voicemail messages on both Mr. [redacted]’s cell phone and Mrs. [redacted]’s cell phone on April 11, 2016 to inquire if they had tested arming in “night mode” from all keypads.

Shortly thereafter, Mrs. [redacted] informed Guardian via email that the motion sensor again did not activate while armed in “night stay.” Mrs. [redacted] further stated she did not wish to make any further attempts to alter the programming related to the “night” mode.

Guardian apologizes to Mrs. [redacted] that its efforts to program her motion sensor remotely have not been successful. As previously offered, Guardian would be pleased to dispatch a technician at no charge to make any necessary changes to ensure the motion sensor is armed during “night stay.”

In the interim, Guardian has applied a credit to Mrs. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Review: I am an 88 year old man living alone. I had an existing alarm system with [redacted] and pleased with their service todate. On October 2, 2013, two men , [redacted] and [redacted], came to my door and stated that [redacted] security Services no longer owned the security monitoring equipment in my home and they/ Guardian Security would take over the protection services for my home. [redacted] inspected the existing equipment and said he would add a chip inside the alarm box that would improve the system.[redacted] handled the paperwork and had me give information and sign forms, including a cancellation form which they said they would send to [redacted]. I asked them if they would be replacing the security sign and decals on the doors and windows with the new company name. They said no, I was to continue using the [redacted] signs. On October 10, 2013, I received a permit form for the security service from the City of Phoenix Police department showing Guardian and [redacted]. At no time from the start did either person representing themselves as agents for Guardian mention [redacted] charges started on my January and February bank statements. Because that was the first time I had seen or heard the name [redacted], I called Visa and cancelled the payment for February and any future debits from [redacted]. I also called the City of Phoenix Police department and cancelled the permit saying they had been lying and scamming to take over from [redacted]. The officer I talked to said there had been other calls like mine with the same issues with Guardian and [redacted].I called Guardian to inform them I was cancelling the agreement due to the deceitful nature of how they signed me up and contacted [redacted] to reinstate service. [redacted] agent confirmed they had similar issues with Guardian stealing customers the same way. The two "agents" for Guardian lied about the ownership change of my equipment to gain access to my system and coerce me into signing a contract with Guardian, which is now billing as [redacted].Desired Settlement: I want Guardian/[redacted] to cancel the contract dated 10/2/13 and cease billing me for services which were contracted under false pretenses and that are no longer being provided as I switched back to my original security monitoring provider, [redacted].I have also filed paperwork with the Arizona Attorney Generals' office regarding this deceitful practice the appears to be preying on the elderly.

Business

Response:

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

We have conducted a thorough review of the above matter and have determined that Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted].

[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.

Mr. [redacted] has requested cancellation of his account and further requested that invoicing of his account cease. Respectfully, Mr. [redacted] will need to communicate directly with [redacted] regarding that topic. Mr. [redacted]’s sales transaction took place directly with [redacted]. Guardian is merely the provider of 24-hour monitoring services for Mr. [redacted] on behalf of [redacted]. Additionally, Guardian is not involved with the billing of Mr. [redacted]’s account; all invoices are generated directly from [redacted]. Any concern related to billing of monthly monitoring fees will need to be communicated directly to [redacted].

In an effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Mr. [redacted]’s complaint to [redacted] and requested they contact him to address his concerns. Guardian is confident that [redacted] will address this topic with Mr. [redacted] in a timely and professional manner.

Should you or Mr. [redacted] wish to contact [redacted] directly, they may be reached at: [redacted],[redacted]. Telephone: ###-###-####.

I am hopeful this response has assisted in clarifying Guardian’s role in this matter. Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Supervisor

Dealer Division

Consumer

Response:

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

The Guardian Security Services response stated that my transaction to contract for security monitoring was directly with [redacted]. In fact, all paperwork, including the equipment installation and service contract was with Guardian Security and the two men that came to my door represented themselves as agents for Guardian. At no time did they mention [redacted] nor is the name [redacted] anywhere in the services contract. As such, I maintain my complaint rightfully is with Guardian Security as originally submitted to the Revdex.com and Arizona State Attorney Generals office.

Regards,

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s response.

Mr. [redacted]’s transaction, including the sale and installation of his security system, occurred directly with [redacted], LLC (“[redacted]”). At the point of sale on October 2, 2013, Mr. [redacted] executed the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). Section D(III)(1) of the Agreement clearly references the fact that [redacted] is an authorized dealer of Guardian. A copy of the Agreement is attached for your reference.

Guardian provides 24-hour monitoring and related services for customers whose security systems are sold and installed by [redacted]. Guardian requires certain documentation in order to activate such services. As previously noted, [redacted] is a separate and distinct company from Guardian whereby Guardian does not control any activities, policies or procedures of [redacted], including their sales or installation processes, practices or any other aspects of [redacted]’s business.

Mr. [redacted]’s contractual obligations are directly with [redacted]. Guardian’s role is that of a third-party contractor to provide 24-hour monitoring services for [redacted]. Therefore, Mr. [redacted] will need to communicate directly with [redacted] regarding termination of his Agreement.

Guardian has made [redacted] aware of Mr. [redacted]’s multiple requests to cancel his Agreement. [redacted] advised Guardian that they were unwilling to terminate Mr. [redacted]’s Agreement. While Guardian has suggested to [redacted] that the termination of Mr. [redacted]’s Agreement should resolve this matter, Guardian is unable compel action. In an effort to assist in facilitating a resolution of this matter, Guardian has provided a copy of the complaint to [redacted] and requested that they address Mr. [redacted]’s concerns directly with him.

Should you wish to contact [redacted] directly, they may be reached at: [redacted], Phone: ###-###-####.

Please be assured that Guardian will monitor complaints about [redacted]’s sales practices closely and take appropriate action, up to and including, termination of Guardian’s relationship with [redacted] if Guardian determines that [redacted] is operating in breach of their dealer agreement with Guardian.

Guardian apologizes for any confusion with Mr. [redacted]’s account and will continue to notify [redacted] of all further information received in connection with this complaint.

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

Sincerely,

[redacted], Supervisor

Dealer Division

Review: Guardian Protection Services has breached their contract, by not offering me the best protection they can. When I signed up they never told me it was for 5 years. Many companies in the same business are giving you better coverage in your home for a lower rate. The technology is better and the protection is better. Guardian does not want to update my system they refused. I want out of my contract because they have breached it by not giving me the best protection they can. I have already called and talked to Omar in the client retention department. Please just end my contract thank youDesired Settlement: END MY CONTRACT WITH THIS COMPANY

Business

Response:

March 31, 2016

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

Dear Ms. [redacted]:

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

For background, Mr. [redacted] originally met with Guardian in June 2014 to review products and services that were available for his new home, which was under construction at the time. Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home contingent upon activation of 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on June 4, 2014 for an initial term of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

After engagement of Guardian’s services, Mr. [redacted] received three (3) full business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. Guardian did not receive Mr. [redacted]’s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement.

On November 11, 2014, Mr. [redacted] contacted Guardian to inquire about the window protection in his home. More specifically, Mr. [redacted] inquired if the alarm would activate if a window was broken. Guardian’s representative explained that Mr. [redacted]’s system did not include glass break sensors and provided pricing information should he wish to purchase them. Guardian’s representative further explained to Mr. [redacted] that his system does include a motion sensor which would activate upon any unauthorized entry though a broken window.

On January 16, 2015, Mr. [redacted] contacted Guardian and expressed discontent that an acquaintance had engaged an alternate security provider and was paying a lower monthly fee. Mr. [redacted] also expressed discontent that he did not receive a color touch screen keypad or outdoor cameras. Guardian’s representative offered to provide pricing information for additional equipment should Mr. [redacted] with to upgrade his system. Mr. [redacted] declined to discuss any upgrades at that time.

On March 18, 2016, Mr. [redacted] requested the cancellation of his account citing dissatisfaction that acquaintances possess security equipment which is not included with Mr. [redacted]’s security system. Guardian’s representative offered to provide Mr. [redacted] with the equivalent of the equipment his acquaintances possess. Mr. [redacted] declined to upgrade his system and requested the early termination fee to cancel. Guardian provided that amount to be $1,860.56. Guardian received the subject complaint shortly thereafter.

Mr. [redacted]’s letter asserts that Guardian has refused to update his system. Based on the above information, Guardian respectfully finds Mr. [redacted]’s statement to be false. Guardian’s records clearly indicate Mr. [redacted] has been offered an upgrade to his system on two (2) occasions. Unfortunately, Mr. [redacted] declined both offers to upgrade his system with additional equipment.

Mr. [redacted] has also asserted that Guardian breached the contract by not providing him with the best protection available. With all due respect, Guardian finds this statement to be false. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring services at Mr. [redacted]’s residence utilizing the equipment selected by Mr. [redacted] at the time of sale. During Mr. [redacted]’s initial meeting with Guardian’s sales consultant, Mr. [redacted] was provided a vast array of equipment to select from. At that time, Mr. [redacted] selected three (3) door contacts and one (1) pet motion sensor. Subsequently, Guardian provided Mr. [redacted] with the opportunity to upgrade his system with glass break sensors, touch screen keypads, outdoor cameras and/or any additional equipment Mr. [redacted] may desire. Regretfully, Mr. [redacted] declined all offers presented by Guardian.

Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative again offered to upgrade Mr. [redacted]’s system by adding devices at a discounted cost or at no cost in exchange for a new Agreement. Mr. [redacted] declined to upgrade his system with Guardian. Guardian’s representative explained to Mr. [redacted] that forty-four (44) months remain in the initial term of his Agreement and an early termination fee is required to cancel the account at the present time. Guardian’s representative further offered to discuss a reduced early termination fee in a genuine effort to resolve Mr. [redacted]’s concerns. Mr. [redacted] declined to discuss this matter any further at that time.

Guardian incurred significant expense in Mr. [redacted]’s residence by providing and installing expensive electronic security equipment with the expectation that Guardian would recover that investment over the sixty (60) month initial term of Mr. [redacted]’s Agreement. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment as Guardian has not been provided the opportunity to recover that investment.

The terms of Mr. [redacted]’s Agreement provide for early cancellation by remitting payment of an early termination fee. That amount is designated to be $1,860.56. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accept a 65% reduction to the early termination fee in the amount of $651.05 which will allow Guardian to recover its costs expended in Mr. [redacted]’s residence. As such, upon receipt of payment of $651.05, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation under the Agreement. Guardian believes the above offer to be fair and reasonable and remains hopeful that Mr. [redacted] will concur. The above offer shall remain available to Mr. [redacted] until close of business on April 29, 2016 after which it will be rescinded. Alternatively, Guardian’s offers to upgrade Mr. [redacted]’s system at a discount or at no charge in exchange for execution of a new Agreement remain available to him as well.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

Review: I was unaware of a role over our contract for renewing. We were mislead with the terms and conditions of the agreement and the service.We have been with Guardian since 2003 and have never had a complaint until now. I had asked Guardian to install another key pad upstairs for more added security to our home. When the sales representative came to our house he offered to do the extra key pad and then offered to install another motion sensor down in our basement. I was mislead of the terms in which we were signing a new agreement for 5 years. I was never told I would be renewing the agreement for 5 years or I would have never signed it. The only thing I thought I was signing was agreeing to the installation of another key pad, an line to be run in our home and the extra motion sensor in our basement. I have called and tried to get them to cancel and spoke to a supervisor to no avail and stated to them I was mislead in signing another agreement. Guardian said if I want to cancel I would owe over $1000 to cancel the contract.Desired Settlement: I would like the service to be cancelled due to the misrepresentation of said contract and it's terms and conditions.

Business

Response:

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

For background, Guardian’s records indicate Mr. [redacted] requested an onsite evaluation to upgrade his existing Guardian system. A Guardian technician evaluated Mr. [redacted]’ security equipment on March 28, 2012 at which time Mr. [redacted] elected to add a second keypad, a cellular communication unit, and a motion sensor. Mr. [redacted] also elected to upgrade to interactive services. In exchange for providing and installing the new equipment at no cost to Mr. [redacted], Mr. [redacted] executed a new Monitoring Agreement (“Agreement”) with Guardian dated March 28, 2012 for an initial term of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

On August 23, 2014, Mr. [redacted] requested the cancellation of his account as he had engaged an alternative security provider. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. Mr. [redacted] expressed dissatisfaction and disputed the validity of the Agreement and the initial term. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] indicated he was unaware that the Agreement executed on April 2, 2012 had an initial term of sixty (60) months. In a good faith effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement, Guardian offered to accept a drastically reduced early termination fee of $200 to cancel the account. Upon receipt of payment of $200, Mr. [redacted]’ account will be cancelled and he will receive no further billing statements from Guardian. Mr. [redacted] accepted Guardian’s offer and expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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: My now 87 year old mother has been in assisted living for 2 years. Her home was sold in May, 2012 - over a year ago. Her contract with Guardian Security Services remains in effect through March, 2014. The buyer of the house (not family) indicated she would take over the contract, but she changed her mind. No family member wanted to have the unit installed in one of our homes, because we have not been satisfied with the unit installed, and we don't want to pay additional fees for moving the services. For a year before the house was sold the unit beeped almost continuously. We changed the batteries as instructed, but no results. We finally paid a Guardian service technician to come repair the system, but results were not satisfactory.I believe the response service was okay. For instance, my brother was working in the garage and triggered the carbon monoxide monitor and fire trucks arrived at the house.MY COMPLAINT: The company was not agreeable to altering the contract when the house was sold. They stated "a contract is a contract." We know this is true. My mother has continued to pay $46.90 a month for the past two years when the unit either wasn't working correctly or the house had been sold. Customers considering contracting with Guardian should BE WARNED that - no matter what - Guardian will get their money. My family would NOT recommend Guardian to anyone seeking a home security company. There are security companies that do not require multi-year contracts.Desired Settlement: My mother will make a lump sum payment on the remaining 8 months of her contract. This will relieve us of ever having to deal with Guardian Security Services again.

Business

Response:

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

Upon receipt of your letter, Guardian immediately contacted Ms. [redacted] to discuss her concerns directly. In this instance and due to her mother’s unique circumstances, Guardian will agree to cancel the subject account effective immediately. The balance due on the account has been waived and no further billing statements will be generated.

On behalf of Guardian, I would like to wish Ms. [redacted] and her mother well and thank them for the opportunity to serve their security needs.

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

Sincerely,

[redacted], Director

Account Management Department

Review: I have some issue with batteries fail trouble. Guardian keeps calling me frequently day and night informing me about receiving some signal trouble /whatever that means/. I did schedule service twice to do the repair. First time technician was two hours late and did nothing. He took a look and said that my system is working correctly and everything is ok. Five minutes after he left my house I received call from monitoring station about batteries trouble. This is going on for months. I decided to schedule another service appointment. This time my appointment was between 8 am and 12 am. At 10 am Guardian customer services call me with the news that technician call in sick. Twice I needed to take off from work /they refused to come on weekend/ and twice Guardian did nothing to fix my system. Yes they offer me another days but I cant afford to stay home and wait for Guardian to call me that they cant provide service. All I hear from them is how sorry they are and what they can do for me. This is unacceptable. They refuse to schedule the appointment for the time that I ask for saying that they can`t afford to pay overtime for their technician. I pay my monthly fee and I accept for Guardian to provide proper service. Dealing with this company has been like a nightmare and worst experience ever. Please be so kind and make sure to take some action. I would like to worn their potential clients whoever considers to sign the contract with them to think twice before you do it and simply choose different system NOT GUARDIAN.Desired Settlement: I like Guardian to just once keep the appointment and fix the problem. Maybe just once they will schedule appointment that is convenient for customer.

Business

Response:

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

Upon receipt of your letter, Guardian immediately contacted Mr. [redacted] and scheduled onsite service for Friday, August 16, 2013. The service appointment was conducted at no charge to Mr. [redacted]. During said appointment, Guardian’s technician replaced the cellular transmitting device at no charge to Mr. [redacted]. Prior to departing the residence, the technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.

Guardian apologizes to Mr. [redacted] for any inconvenience related to his recent need for onsite service. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to serve his security needs.

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: We upgraded our security system with Guardian to include 4 cameras which we could access through our phone and signed a 3 year contract for this upgrade. We paid $600.00 upfront and our monthly montoring charges went from $30.00 to $60.00. After a year the cameras quit working. Guardian sent out a Technician to remedy the problem. He informed us that it could not be fixed and that Guardian did not sell these cameras any longer using DSL internet service. We contacted [redacted], our internet provider, they told us, after a speed check, there was no reason that the cameras shouln't work. Talked with Guardian via phone several times trying to resolve this issue. We asked to be refunded the $600.00 for the cameras that do not work and go back to our original agreement for charges of $30.00, for our basic plan, which we have had since 2007. Guardian refuses to offer any remedy other than taking $15.00 off our monthly bills.Desired Settlement: Guardian did not fulfill their contract with us which we signed in Good Faith. We feel that Guardian should refund us our $600.00 as the cameras quit working after 1 year and cancel our protection services as written in the contract, dated May 1, 2012.

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 Mr. [redacted]’s concerns.

Mr. [redacted]’s letter indicates he is experiencing issues with the video surveillance cameras in his home. Our records indicate that Guardian conducted onsite service related to the video cameras on July 19, 2013. During that service appointment, Guardian’s technician conducted a thorough evaluation and test of the camera equipment. The technician found all equipment to be working properly, however did note that Mr. [redacted]’s internet service is not compatible with the cameras. More specifically, Mr. [redacted]’s internet service does not meet the bandwidth requirement necessary for proper camera operation. Guardian presented this information to Mr. [redacted] and suggested he may wish to contact his internet service provider to determine if changes had been made recently to his internet service. Subsequently, Mr. [redacted] requested that Guardian provide a full refund for the cost of the camera equipment and the subject complaint was received shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. [redacted]’s concerns. Mr. [redacted] has expressed his complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: On March 22, 2012 my husband and I were approached by a salesman selling Guardian Protection Services. We agreed that it sounded like a good deal and we agreed to the services. In filling out the contract our salesman indicated there would be a 60 month contract to which my husband replied we would never agree to. Our salesman told us he could do it without the contract and indicated in the special conditions section of the contract that there would be no 60 month contract. Upon having our service relocated to our new address a few months later we found out that was not correct and that we were indeed locked into a 60 month contract. We talked to customer service and were contacted by our salesman who apologized and told us that our monthly fee would be reduced but there was nothing they could do about the contract. Our rate however never decreased. I don't remember who but someone along the way told us that there was a $250.00 to cancel the service. It is not indicated that way in our contract. After awhile we decided to cancel the contract and pay the cancellation fee only to find out that to cancel our service we would have to pay the monthly fee for the remaining months on the contract.While I understand that we had personal responsibility to check out the details of the contract I feel like it was misrepresented to us from the beginning. We never would have agreed to it if we had not been told by the salesrep that we would not be tied into a 60 month contract. So with his deception we find ourselves locked into a contract we did not want to begin with and no way out without paying for 60 months of service. I also understand that Guardian cannot control what their authorized dealers and their representatives tell prospective clients but they should do something to control it. And they have not seemed very interested in making it right with us. They have us locked in and they don't seem to care about honoring what we were originally told.Desired Settlement: We would like to be released from our contract.

Business

Response:

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

Please note, Mr. and Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of the[redacted] sales transaction took place directly between [redacted] and the [redacted]. In order to establish a Guardian account for Mr. and 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 the [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. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. As a result, the parties were able to reach a mutually agreeable resolution to the [redacted]’ concerns to which Mr. [redacted] has expressed his complete satisfaction. Guardian is pleased to retain the [redacted] as customers and will work diligently to earn their trust in the services we provide.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I signed up with Guardian Protection Services on July 7, 2010. I paid the company $49.00 installation fee and was locked in for three years at the rate of $41.99 per month. I had a break in before the service was canceled and the new security company I hired found out that Guardian Protection Services had not activated any remote sensors in the system. For three years I was under the belief that all windows and doors were covered. I believe they owe me for the un-activated sensors in which I paid for. My question is, do I have grounds for a complaint.Thank you for your time, [redacted]Desired Settlement: Settlement for the five windows not covered for three years.

Business

Response:

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

For background, Ms. [redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted] Security (“[redacted]”). As such, all aspects of Ms. [redacted]’ sales transaction took place directly between [redacted] and Ms. [redacted]. The installation of Ms. [redacted]’ system was also conducted 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]’ 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 be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Guardian’s records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on July 17, 2010 for an initial term of three (3) years. A review of Page 2 of Ms. [redacted]’ Agreement reveals a description of each zone to be monitored in Ms. [redacted]’ home as well as a designation whether each sensor was pre-existing or to be newly installed by [redacted]. Ms. [redacted]’ Agreement indicates that six (6) pre-existing door and/or window sensors were being activated by [redacted]. Furthermore, at the time of installation, the [redacted] technician conducted comprehensive testing by activating each security device to transmit signals to Guardian’s Central Monitoring Station. Guardian records show that each device, including the above-referenced door and/or window sensors, were properly tested and a signal was received by Guardian.

Ms. [redacted]’ system was programmed to transmit routine monthly test signals to Guardian’s central monitoring station. Records indicate that subsequent to installation and activation, Guardian received the monthly test signals at the expected interval from Ms. [redacted]’ security system until cancellation of her account on July 17, 2013 at her request. This fact indicates the system was functioning properly and was capable of transmitting alarm signals. It is noteworthy that during this timeframe, Guardian responded to a number of system activations whereby alarm signals were received from window and/or door contacts and Guardian responded by contacting Ms. [redacted] or Ms. [redacted]’ emergency contacts. Guardian’s response to Ms. [redacted]’ system activations further demonstrate that Ms. [redacted]’ system was operating as designed and that she received the services to which she engaged [redacted] and Guardian to provide.

Guardian’s records also reveal no indication of any trouble alerts from Ms. [redacted]’ system to suggest any system issue existed, nor could Guardian find a record of Ms. [redacted]’ expressing concern related to door or window contacts or a request for additional coverage in her home. In fact, Guardian was unaware of Ms. [redacted]’ concerns until receipt of the subject complaint. Had Ms. [redacted] informed Guardian of concerns regarding the operation of any aspect of her system, Guardian would have been pleased to schedule a service appointment to conduct an evaluation and make any necessary repairs to ensure perfectly functionality.

Respectfully, Guardian cannot accommodate Ms. [redacted]’ request for reimbursement. Guardian’s findings are that it took measures consistent with excellent customer service without exception in an attempt to service Ms. [redacted]’ account and respond to her alarm conditions. Through the course of its dealings with Ms. [redacted], Guardian fulfilled all obligations under the Agreement.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

When I had [redacted] install my security system after Guardian. They found that all of the remote sensors in 4 windows were never activated by Guardian Protection Service. My dining and living room windows has one stationary panel and two sliding windows. Only one sliding window in each of these rooms were activated. The other half was not. The battery in each was dead and did not show on my control panel. Also, my shed was not activated by remote control from the controlling panel either. For three years I was under the impression that all windows and doors were activated which they were not. Guardian owes me partial refund for this.

Thank you, [redacted]

Review: I signed a contract with GPS and agreed on all of the equipment that was to be installed. On the day of installation, their tech showed up and began installing equipment. He advised me that I should get smoke detectors as an add on. I explained I didnt want them, told him why I didnt want them etc and explained that I was busy with the three other contractors that were there working. He kept insisting and pushing and explained that after certain rebates they would be free, so I old him fine do it. I signed some papaers for him as he was leaving and didnt read over them. The smoke detectors were not free, there were no rebates and I was informed later, they were 200.00 each. I told the company that I was pressured into it, I didnt want them, please come get them and they refused. They kept going off and after a few weeks, I called again and told them not to monitor them becasue they kept calling the fire dept to our house. I have tried for months to work with the company and they refuse. Recently I had a technical problem with my system and called and was told that they could not help me until I paid the 400 for the smoke detectors, even though I pay my monitoring bill ontime every month. This month they sent me a notice in writing that they would no longer respond to any security alerts from my house until the 400.00 was paid. I called again and asked to be released from the contract and they said yes for 750 plus the 400 for the monitors. I feel like I was pressured and deceived into getting the smoke detectors and now the company refuses to work with me.Desired Settlement: I want them to come get the smoke detectors and refund the 400.00 that I just paid them so that if there was an emergency at my house, they would take the call instead of letting someone murder or rob me because I didnt give them the money for the smoke detectors.

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] has expressed dissatisfaction with costs associated with smoke detectors installed by Guardian. Guardian has reviewed Ms. [redacted]’s account in response to her concern. Our records indicate Ms. [redacted] executed a Residential Addendum on June 13, 2014 authorizing the installation of two (2) smoke detectors at a cost of $165/each. Guardian has also reviewed its paperwork in relation to Ms. [redacted]’s belief that the smoke detectors were to be provided at no charge. Respectfully, Guardian can find no documentation evidencing any such promises. Guardian apologizes to Ms. [redacted] for any confusion.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] agreed to return the smoke detectors to Guardian’s office via mail. Upon receipt of the smoke detectors, Guardian will apply a credit to Ms. [redacted]’s account. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: We decided to get a home security system. When it was installed the techinicians told us we could cancel at any time. About a year and a half later we decided to cancel and called Customer Service, to be told it would take over $1000 to buy out of the agreement. We felt mislead but continued the service. Within the next year we moved. I called Customer Service and notified them, where it was reitterated that we had to cancel,(termination fee)or, move the equipment to the new residence and we would have to pay a work order fee. The obvious decision was to move the equipment and pay the fee since the 3 year agareement would be up shortly. We've lived in our new home for 2 years, well past the 3 year agreement with the provider. When I called to cancel this time, the Customer Service Rep said that when we moved the service it sarted a NEW 3 year agreement with them. I was stunned. We were mislead AGAIN. I expressed that the information omittance ploy is unacceptable and requested to speak to a manager. He refused to connect me with anyone else although I repeatedly asked to speak with someone else. The lack of full disclosure is poor business practice to say the least, not to mention the frustration of dealing with the customer service rep that had no customer service skills.Desired Settlement: I want out of the agreement immediately.

Business

Response:

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

Prior to receipt of your complaint, Guardian spoke directly with Ms. [redacted] and addressed her concerns to her complete satisfaction.

For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. 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. Guardian’s records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement with [redacted] on September 10, 2010 for an initial term of sixty (60) months.

On August 21, 2012, Ms. [redacted] informed Guardian that she had moved from the monitored premises. In an effort to assist Ms. [redacted] in fulfilling the initial term of her Agreement, Guardian offered to relocate monitoring services to her new residence for the balance of the initial term of her original Agreement (37 months) in exchange for a relocation fee of $195. Ms. [redacted] accepted Guardian’s offer to relocate services and executed a new Sales and Monitoring Agreement (“Agreement”) on August 21, 2012 for an initial term of thirty-seven (37) months.

On August 18, 2014, Ms. [redacted] contacted Guardian and requested the cancellation of her account. Guardian’s representative explained that she remained within the initial term of her Agreement and was not eligible to cancel without remitting an early termination fee. Ms. [redacted] expressed dissatisfaction with the early termination fee as she believed the initial term of her original Agreement had been fulfilled. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her most recent Agreement.

On August 21, 2014, Ms. [redacted] spoke with a Guardian supervisor and reiterated her request to cancel her account. Guardian’s representative reviewed Ms. [redacted]’s account and associated paperwork in a better effort to assist Ms. [redacted]. After review, Guardian’s representative explained that Ms. [redacted]’s original Agreement from 2010 reflected an initial term of sixty (60) months, not thirty-six (36) months as Ms. [redacted] initially believed. Guardian’s representative further explained that upon relocation in 2012, the balance of the initial term was transferred to her new residence. In other words, Ms. [redacted] was not required to extend her contract term upon relocation of monitoring services; the new Agreement in 2012 simply reflected the remaining term of her original 2010 Agreement. Guardian’s representative apologized to Ms. [redacted] for the confusion and that this information was not explained to her during previous telephone conversations. Ms. [redacted] acknowledged her understanding and expressed her appreciation and gratitude for the explanation.

In a further effort to assist Ms. [redacted] and to regain her satisfaction, Guardian’s representative offered to conduct an onsite service appointment at no charge to inspect the system and review functions with Ms. [redacted] to ensure she is comfortable using the system to its full potential. Ms. [redacted] expressed her appreciation for the offer but declined to schedule service at that time. Ms. [redacted] expressed her complete satisfaction with Guardian’s explanation and assistance.

Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Should Ms. [redacted] wish to schedule onsite service for a technician to inspect the equipment and provide a system demonstration, Guardian would be happy to do so at no charge at any time.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I would have never had shared my disappointment with this company so publicly had I not been informed that after patiently (or impatiently) waiting-out the FIVE (5) year contract I felt suckered into - that now I cannot be refunded an over payment for a monthly installment of $35.95. I understand that business is slowing down for them right now with people opting to purchase their own camera/security systems. However, in attempting to follow the rules I called a month previously and spoke with an agent - who instead of following-up on my request, insisted on pursuing the call as a sales opportunity. Because of my willingness to be cordial, I didn't get the information I needed and now I am supposed to bite the bullet. So, here we are a month later and another automated debit is drafted from my account. My tenure shows that I have always paid my bill timely and many times months in advance. Yet, you find no justification in honoring my request after going back and listening to a call which clearly documents my intent and their agents lack in sharing their so-called 30-day in-writing policy. If anyone at this company really gives a hoot, you may care to have a discussion with your Warrington, Pa crew - specifically [redacted] @ ###-###-####. I believe your "customer loss diversion tactics" need to be revised. When a companies loss outweighs its' gains - the methodology becomes imbalanced. It is blatantly apparent that your business lacks ethical integrity and character to argue such a minimal amount from a long-standing customer - who in-fact DID attempt to follow the rules. Finally, should these decisions not be reversed immediately - your decision serve to prove a couple of things; 1) you NEVER valued my patronage anyway, and therefore did not deserve it and 2) any consideration of remaining on with your company would have clearly not been in my best interest. I'm just astounded that this stuff still happens today.Desired Settlement: Acknowledging that on 5/7/2014 I called to cancel any further service and refunding the $35.95 would be sufficient in confirming that they concur.

Business

Response:

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

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account including all telephone interactions with Ms. [redacted]. (Please note, due to the nature of Guardian’s business, all telephone calls are recorded.) Guardian offers the following information in response.

Our records indicate that Ms. [redacted] contacted Guardian on May 7, 2014 to inquire about the expiration date of her monitoring contract. Guardian’s representative informed Ms. [redacted] that the initial term of her agreement with Guardian expires on May 15, 2014. Ms. [redacted] then inquired about upgrading her security system to include video cameras, or possibly keeping her security services as they are but lowering her monthly monitoring rate. Guardian’s representative indicated he would be happy to assist Ms. [redacted] by providing upgrade information however he would need to transfer her to a different department to discuss lowering her monitoring rate while maintaining her current services. Unfortunately, the telephone call was abruptly terminated before any further information could be discussed.

On June 9, 2014, Ms. [redacted] contacted Guardian to dispute the automatic payment withdrawn for the monitoring services invoiced on June 9, 2014. Ms. [redacted] further stated she had requested the cancellation of her account during her conversation with Guardian on May 7, 2014. Guardian’s representative reviewed Ms. [redacted]’ account and could find no indication that cancellation had been discussed. Guardian’s representative also informed Ms. [redacted] that Guardian’s policy requires 30 days’ written notice to cancel an account. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reviewed the recording of the telephone call with Ms. [redacted] on May 7, 2014 and confirmed that no mention was made of cancellation during that conversation. Notwithstanding, in a good faith effort to bring swift resolution this matter, Guardian will process Ms. [redacted]’ cancellation request immediately. Ms. [redacted]’ account has been cancelled effective June 7, 2014. Additionally, Guardian has agreed to refund Ms. [redacted]’ payment for monitoring services billed on June 9, 2014. Guardian apologizes to Ms. [redacted] for any confusion related to the cancellation process.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Purchased security system from door-to-door Guardian salesman in 2010. Was given a stack of paperwork to sign. Was told by the salesmen I was signing a 3 year contract. 3 years later when I called to cancel I was told that I had signed a 6 year agreement! I located the original contract and in fact it is a 6 year agreement. I called guardian to fix the issue and they told I could cancel but would be responsible for over $1,000 worth of payment left on the contract. I have attempted to contact them on several occasions since then and end up on hold for an extended amount of time and hang up. I can not log in to Guardian website. Any time I get an actual person on the phone they can not help me.Desired Settlement: Cancel contract with Guardian Protection service 1 year early with no further payment due.

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 Mr. [redacted].

For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present during any aspect of the sales transaction or system installation. 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.

A review of Guardian’s records indicates that Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on June 23, 2010 to engage monitoring services. The initial term is clearly designated as sixty (60) months. Mr. [redacted]’s system was installed and activated by [redacted] on June 23, 2010.

On June 8, 2012, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and that an early termination fee was required to cancel his account at that time. No further contact was received from Mr. [redacted] until receipt of the subject complaint nearly two (2) years later.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in this instance and in order to bring swift resolution to this matter Guardian has agreed to cancel his account effective May 25, 2014. Upon cancellation, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted] Manager

Customer Service Department

Review: I am selling my home. The new owner does not want the system and I can't take it with me. I wish to be released from my contract without penalty. When I purchased my home in 2011, I had the option to choose a security system, and I chose Guardian. It was my understanding that it was a three year contract. I have recently decided to sell my home and contacted Guardian to cancel my service. Needless to say, I was surprised when they told me about the length of the contract (60 months) and the cost of terminating ($1200). A representative from Guardian contacted me to negotiate a reduced amount ($600), but this is still ridiculously high. What Guardian is asking for is nothing short of extortion. When I requested the cancellation, I was told that I had two options - either move the system with me or ask the new owner to take over the contract. The new owner does not want the system; my new apartment already has a system, so I can't take it with me. I have been a customer in good standing with Guardian from day one, and should not be penalized for selling my home. I was laid off in January and have just started a new job. I need every dime to catch up on my bills. I would like Guardian to reduce the term of my contract to 36 months and release me from my contract. Since I have to go to settlement on July 28, your prompt attention to this matter would be appreciated.Desired Settlement: I wish to be released from my contract without penalty.

Business

Response:

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

Prior to receipt of your letter, Guardian spoke with Ms. [redacted] and the parties were able to reach a mutually agreeable resolution to Ms. [redacted]’s concerns. More specifically, Ms. [redacted] requested that Guardian accept a reduced early termination fee in the amount of $300. Guardian agreed to Ms. [redacted]’s proposal. Ms. [redacted] subsequently remitted the early termination fee as discussed and has scheduled monitoring services to be cancelled effective July 25, 2014. Ms. [redacted] has expressed her complete satisfaction with this resolution.

Should you have any further 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: Failure to switch security alarm system over to new owners as agreed at the closing of our house. I have documented all calls and the signed real estate addnedum was okayed by [redacted], Supervisor for Guardian on 10/15/13 (copy of this addendum is available upon request). I was also told on 10/15/13 by [redacted] that he would cancel when he received the cancellation notice which we emailed back to him (E-faxed signed, sent back to him and copy available). I called Guardian on 10/18/13 at 3:20 p.m. and talked to [redacted] and was told service was cancelled on 10/18/13 and that he would contact [redacted], real estage agent, to get new buyer's phone number and info. I was told by Guardian that they have agents who speak Spanish, since the new owner is Spanish. I asked [redacted] to call me back and let me know what they found out; he said they would do so, but never did. I called Guardian on 11/1/13 at 10:15 a.m. and spoke to [redacted]. I was once again told he would contact [redacted] for info in getting in touch with new owner. He said he would get back with me, but never did. I received a call on 11/19/13 that our account was past due and that we owed 2 payments. I called at 12:30 p.m and spoke with [redacted]. I explained that they were supposed to have contacted the new owner as [redacted] and [redacted] had already worked out. I have the signed addendum by both parties. I was told they called [redacted] and received the new owner's number and they would send a Spanish-speaking agent on 11/20/13 to talk to the new owner and switch everything over. We have since received another past due statement stating that late fees would be attached if not paid. If they are going to deal honestly in this matter, they would have to honor what [redacted] agreed upon on 10/15/13. We have always made payments before time as their records will show and now they are threatening my credit ratings. All this delay was on Guardian's part. I did everything I possibly could. Thanks![redacted]Desired Settlement: Have the new owner pick up the payments like it was supposed to have been done. We should not be responsible for the payments after the closing. They should delete this past due notice. They are saying as long as it's in my name that I'm responsible. What else could I have done?Place of service: [redacted]

Business

Response:

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

Prior to receipt of your letter, Guardian spoke with the new homeowners on November 23, 2013. During that conversation, a service appointment was scheduled for November 30, 2013 at which time monitoring services were activated and transferred into the name of the new homeowner.

Guardian spoke with Mr. [redacted] and confirmed the above information. Mr. and Ms. [redacted]’s balance has been waived and their account has been cancelled. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. and Ms. [redacted] for any confusion or inconvenience.

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

Sincerely,

[redacted], Director

Account Management Department