Guardian Protection Services Inc

Review: I entered into a contract with this company on 07-08-2011 for a wireless alarm system. I had had [redacted] Home Security prior to this, a landline system, though they went out of business. I was advised by Guardian that a wireless system was much more effective and safer due to telephone landline outages and criminals bypassing that kind of system. Price difference $29.99 to $44.99. No problem with this price at all. Received phone call from them stating they needed to upgrade my system due to cellular towers changes recently and after several conflicting conversations/pricing offers, an appointment was made. I only had 4 months left in my 5 year contract and did not want to pay a high price to update my system nor did I want to sign a new contract as they wanted me. A nice gentlemen, Grant came to my home on 2/12/2016 to install a new key pad. He of course checked the system after installing it and the motion detector was not working which I was not aware of. My friend was over as we were watching "[redacted]" from the previous night and Grant was on the phone speaking to someone at his company to get permission to install new motion detector he had just told us. My friend, [redacted] muted the TV and motioned for me to listen to his end of the conversation. Grant had ask me prior to his call to the company where my Guardian box was in the house, I told him I had never had one, only a Brinks box in my bedroom closet which is where he found that Guardian had used to hook into so they would not have to install their own new equipment, which according to two of the supervisors I have spoken to with Guardian, both Sara and Phillipee' say this is very customary among companies. This does not concern me, my problem is that both my friend and I hear Grant's side of the conversation which he is telling someone that I need a new motion detector because it was not working and had never been hooked up as wireless and had only been hooked to a landline which [redacted] had initially installed years before....he then turned around and saw me and said to whomever he was speaking to that "I'm afraid we have another problem as the customer is right behind me and is aware of this." That was only the beginning of numerous calls to the company to which I was assured over and over that my issue would be looked into and I would receive a call back on a specific date which did not happen on the first three times I called. When I would call back after waiting 3 days past the date they assured me they would review tapes and address my issues, I would speak to someone new and they would totally contradict what the previous person had said on our initial call and basically tell me the information I was telling them was untrue and that no one would have told me that. On many occasions I ask them to pull the tape, giving them the exact time I had contacted them to prove my statements of what the previous supervisor had told me were exactally as I had stated as all of the phone calls are recorded. I was finally contacted on Thursday, February 25 and after paying them for a service for 4 years 8 months that I did not have, Phillipee' offered me 2 months free service. The treatment I received from this company was unacceptable. The facts are I have a circular style home, if anyone broke into any window the motion detector would alert from all areas of my home therefore I did not have my windows armed with the exception of my Son's who has a large window in his room and very expensive divides and someone could go through his window and remove things from his room back out through the window, not possible with my other windows. I have had a false sense of security for almost 5 years, been treated disrespectfully all at a cost to me of $2,519.00. I have been told it would take a subpoena to get copies of all conversations and please know I am willing to go that far. I have my [redacted] records of every phone call I have made and proof of their lack of returned calls and most importantly......all of their own recordings of misinformation, contradictions and the many times they told me I was not speaking the truth. I also have not had a landline for years so I was totally unprotected.Desired Settlement: At this time with all of insults I have received from this company, I would like all money returned for services not received. Thank you

Business

Response:

March 4, 2016

Re: [redacted] - Complaint #[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.

Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation 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.

Our records indicate that Ms. [redacted]’s original transaction with [redacted] occurred on June 2, 2011 at which time she executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted]’s system was installed and activated by [redacted] on June 8, 2011. Prior to departing the residence, [redacted]’s technician tested all devices, including the Zone 5 motion sensor, and confirmed receipt of all signals in Guardian’s central monitoring station.

Ms. [redacted]’s letter indicates that a Guardian service technician informed her that the Zone 5 hard-wired motion sensor was never connected to the security system at the time of sale with [redacted]. In response to Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account. Our investigation into this matter continues. Guardian apologizes to Ms. [redacted] for any confusion and/or misinformation provided. Guardian will address this matter directly with the service technician and will use this instance to appropriately address the subject internally to ensure our technicians avoid such circumstances in the future.

For background, our records indicate that Ms. [redacted]’s system was designed to transmit signals to Guardian via her telephone landline. Ms. [redacted]’s system also included a backup cellular communication device to transmit signals in the event her landline could not communicate. Ms. [redacted] has expressed concern that upon cancellation of her home landline, security devices were rendered unable to communicate. Please be assured that all security devices in Ms. [redacted]’s home, including the Zone 5 motion sensor, continued to properly transmit signals to Guardian via the cellular radio.

Subsequent to activation of Ms. [redacted]’s system on June 8, 2011, Guardian received alarm signals from the Zone 5 motion sensor on two (2) occasions, October 25, 2013 and October 31, 2013. During both alarm events, Guardian dispatched the authorities in response to the signals received from the Zone 5 motion sensor. This would clearly indicate that the motion sensor was, in fact, connected to the security system and sending proper signals to Guardian’s monitoring station.

After the authorities were dispatched on October 31, 2013, Ms. [redacted] contacted Guardian and expressed concern that the motion sensor was creating false alarms. In a genuine effort to assist Ms. [redacted], Guardian’s representative suggested that Ms. [redacted] change batteries in the device or ensure that no cobwebs were interfering with the motion sensor. Guardian’s representative also offered to schedule onsite service to inspect the device however Ms. [redacted] declined at that time.

On November 24, 2013, Ms. [redacted] requested onsite service to inspect the Zone 5 motion sensor. A service appointment was scheduled for December 10, 2014. Unfortunately, Guardian was unable to complete the service appointment as scheduled due to the service technician becoming ill. Guardian contacted Ms. [redacted] to reschedule the service appointment however Ms. [redacted] indicated she would call back at a later time to reschedule. Guardian received no further contact from Ms. [redacted] related to the motion sensor.

On February 12, 2016, Guardian conducted onsite service to upgrade Ms. [redacted]’s security panel from 2G to 4G. During that service appointment, Guardian’s technician replaced the Zone 5 motion sensor at no charge to Ms. [redacted] upon learning that the device was not compatible with the new security panel. Guardian received the subject complaint shortly thereafter.

Upon receipt of the complaint, Guardian contacted Ms. [redacted] to provide the above explanation. Guardian’s representative assured Ms. [redacted] that the motion sensor was connected to the system at the time of activation and that the device continued to transmit signals with the cellular communication device after she had cancelled her landline. Guardian’s representative also explained that Ms. [redacted]’s original system, the Lynx 3000, allowed for one hard-wired device, which was the Zone 5 motion sensor. When Ms. [redacted]’s Lynx 3000 panel was upgraded to the Lynx 5000 panel on February 12, 2016, the hard-wired motion sensor was replaced with a wireless device in order to be compatible with the new panel. Guardian’s technician replaced the motion sensor at no charge to Ms. [redacted] in good faith.

Guardian’s representative also reviewed with Ms. [redacted] the alarm signals received from the motion sensor in 2013, which would clearly indicate the device was transmitting signals. Ms. [redacted] stated she was previously informed that the device did not work because she had cancelled her landline. Guardian’s representative assured Ms. [redacted] that the motion sensor is tied to the keypad/panel, not the landline. Should the motion sensor activate, any corresponding signal is sent to the keypad/panel. The keypad/panel then attempts to transmit the signal via the landline. If the landline is unavailable, the signal is then transmitted to Guardian via the cellular radio.

Guardian’s representative also explained that Guardian’s previous offer to apply a two-month credit to the account was a good faith gesture made in apology for any misinformation provided and in an effort to regain Ms. [redacted]’s satisfaction. Ms. [redacted] disputed this information, stating she does not believe a company would offer credits if there was no wrongdoing. Guardian’s representative again apologized for any misinformation provided in the past and promised to review all telephone calls with previous representatives and address any misunderstandings. Ms. [redacted] again disputed the information provided to her and stated she did not trust the information being provided to her.

During that telephone call, Ms. [redacted] requested a refund of one-half of all monitoring fees paid to date. Guardian’s representative politely explained that Guardian could not accommodate that request. In a genuine effort to satisfy Ms. [redacted], Guardian’s representative offered to waive the $25 co-pay billed for the February 12, 2016 service appointment. Guardian’s representative also offered to waive the final three (3) months left in the initial term and allow Ms. [redacted] to cancel her account at the present time as she had previously requested. Ms. [redacted] declined and reiterated her request for a refund of one-half all monitoring fees paid.

Based on the above information, Guardian respectfully finds Ms. [redacted]’s request for a refund to be unwarranted at this time. Guardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system and transmitting signals to Guardian. Guardian previously offered to schedule onsite service to address Ms. [redacted]’s concerns related to possible false alarms from that motion sensor. Guardian apologizes that the service appointment was unable to take place as originally scheduled however Guardian did offer to reschedule the appointment at Ms. [redacted]’s convenience. Unfortunately, Ms. [redacted] declined to reschedule a service appointment to inspect the motion sensor.

Guardian believes it has made every reasonable effort to explain the history of the account and satisfy Ms. [redacted]’s concerns. Again, Guardian apologizes to Ms. [redacted] for any confusion or inconvenience related to misinformation provided. Notwithstanding, Guardian respectfully declines to provide Ms. [redacted] with a refund as requested. Guardian’s previous offer to apply credits to the account and/or accept Ms. [redacted]’s cancellation request prior to the end of the initial term remain available to her. Should she wish to discuss these options or review this matter further, she may contact Guardian at her convenience.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

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

Regards,

[redacted] I would like to say that all of the information they are now saying they provided me was only after they were aware of my Revdex.com complaint. This explanation is totally different from any proceeding by their supervisors, Sara and Phillipee' The only mention of someone doing something wrong or misinforming me was blamed on the technician, he absolutely said nothing to me, I only heard him talking to someone at his company at Guardian [redacted] so I feel they are totally avoiding their explanation of why a supervisor, Phillipee' told me that I only had cellular back up and when my land line was disconnected by me that was the reason I had no working motion detector. I would only ask you to have them address my concerns, not dance around the information and bring a technician into it, perhaps send you a copy of my 2nd phone call to Phillipee', 4 days after my initial conversation with him which had given him plenty of time to do his investigation as he said it would only take a day and never returned my call. Please explain how every single bit of information I have been told has changed since their knowledge of my contacting you. May I ask for the recorded calls?

Business

Response:

March 15, 2016

Re: [redacted] - Complaint #[redacted]



Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s additional comments. In an effort to clarify this matter for Ms. [redacted], Guardian offers the following information.

Upon receipt of Ms. [redacted]’s original complaint, Guardian reviewed all telephone calls from the service technician (Grant) while he was onsite at Ms. [redacted]’s residence on February 12, 2016. Guardian’s records indicate that the technician contacted Guardian and spoke with several representatives regarding the motion sensor installed in Ms. [redacted]’s home. Guardian’s research revealed that the technician erroneously stated that the motion sensor was never connected to the system at the time of install and further erroneously stated the motion sensor had never functioned. Guardian’s technician made this statement over the telephone to several Guardian representatives.

While the technician was onsite, Ms. [redacted] has stated that she overheard the technician speaking to Guardian representatives and further heard the technician state, “I’m afraid we have another problem, the customer is right behind me and is aware of this.” Guardian carefully reviewed all telephone calls between the technician and Guardian representatives and found no record of the technician making this statement or any other statement of that nature. At no time did the technician give the impression he was attempting to conceal any issue or his concern from Ms. [redacted] while onsite.

Again, Guardian apologizes to Ms. [redacted] for any confusion stemming from her conversations with the service technician. Please note that Guardian intends to use this example as a training tool to ensure this situation will not occur again in the future with both this technician and all technicians. Respectfully, at no time was Guardian attempting to “blame the technician” as asserted by Ms. [redacted]. The above explanation is provided simply to clarify the original source of any confusion.

Ms. [redacted] has also expressed dissatisfaction with telephone interactions with Guardian representatives, specifically Sarah and Felipe. Guardian did review all telephone calls associated with Ms. [redacted]’s account, including those with Sarah and Felipe. With all due respect, Guardian found no record of Ms. [redacted] being informed by Sarah or Felipe that her motion sensor ceased working when she cancelled her landline. Felipe did indicate he wished to research her account further to determine if the motion sensor was only connected to her landline, but that he could not answer that question without conducting further research first.

Finally, and with all due respect, at no time has Guardian been dishonest or disrespectful with Ms. [redacted], nor has Guardian avoided an explanation as she has asserted. Ms. [redacted] has also stated that Guardian did not provide this information to her until after receipt of the Revdex.com complaint. Respectfully, this statement is false. Ms. [redacted] did speak with a Guardian supervisor, Fernando, on February 28, 2016 who provided the full explanation as stated in Guardian’s original response. At the end of that telephone conversation, Ms. [redacted] stated she was satisfied with the explanation provided, however she intended to file a Revdex.com complaint regardless.

It is Guardian’s determination that every reasonable effort has been made to address Ms. [redacted]’s concerns and answer all questions posed related to this matter. Again, Guardian sincerely apologizes for any misinformation provided in the past. Notwithstanding, Guardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system at the time of installation and continued to transmit signals to Guardian, as evidenced by alarm signals received from the motion sensor which resulted in Guardian dispatching the authorities. Upon notification from Ms. [redacted] that the motion sensor may be causing false alarms, Guardian scheduled onsite service to inspect the device. Guardian regrets that the service appointment could not be conducted as scheduled but did offer to reschedule at Ms. [redacted]’s convenience. Unfortunately, Ms. [redacted] declined to reschedule the onsite service appointment to evaluate the motion sensor, which is clearly outside of Guardian’s control.

It is for the above reasons that Guardian maintains its position that a refund cannot be provided as Ms. [redacted] has requested. Guardian has at all times honored its obligations under the Agreement. Guardian’s previous offer to apply credits to the account and/or accept Ms. [redacted]’s cancellation request prior to the end of the initial term remain available to her. Guardian believes these offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur.

I am hopeful the above information has further clarified this matter for Ms. [redacted]. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I truly do not understand the process of this complaint format. I have been told many different stories by many different people at this company, have been told many times that what I was stating was untruthful and now they are saying there was never any tape of the technician saying to someone at the company "I'm afraid we have another problem as the customer is right behind me and is aware of this." My friend was here at the time, remembers it exactly that way but according to the company, this never took place. I have never been late on a payment auto deducted from my account for the last 4 years 10 months, my fico score this month is [redacted] and I guess they feel as though I have nothing better to do than make up a story. Someone from their legal department told me misinformation and telling me I was stating untrue facts have no consequences regarding any refund. I do not believe I had coverage on my motion detector when I had my landline disconnected, they have changed their story time and time again and they have the tapes which do and "do not" exist. I can assure you I did not make any of this up and am tired of their many deceptions.......I'm sure they will keep their A+ rating because I know longer want to deal with these unethical people.......

Regards,

Review: I recently signed up with Guardian protection and met with the sales rep to go over my install. I already had a [redacted] system and the installer was suppose to hook into the [redacted] system and add three windows. The installer showed up and said he did not have a transponder. He took off my [redacted] equipment and replaced part of it with Guardian services. I had 4 doors armed with [redacted] plus three motion detectors. The installer left and told me he would be in contact and would need to install everything as agreed at a later date. After not hearing from him I contacted the sales rep and was told the order did not go as planned and he would make it right. Still didn't hear anything and reached out again to Guardian. I spoke with Burt who told me he would get this resolved......still haven't heard anything. I contact Guardian again today and was told it would be resolved.Desired Settlement: Install system according the agreement. I had 4 doors armed plus two zones of motion detectors with [redacted]. The [redacted] system was suppose to remain the same only changed to Guardian. Guardian also was adding two windows in the basement and one window on the first floor. My basement has not been armed since the install leaving us vulnerable and Guardian is negligent.

Business

Response:

March 21, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

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

Guardian completed the installation in Ms. [redacted]’s residence on March 10, 2016. In apology, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to two (2) months of monitoring services. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: I am selling my home and just called to terminate my alarm monitoring service. To my surprise, the agent told me that I am still under contract for 12 more months and am responsible for payment even if I don't have service. The salesman who set up my service four years ago NEVER mentioned a long-term contract! As frequently as I move, I never would have agreed to such a thing. I feel this was a deceptive marketing tactic and I was lied to.Desired Settlement: I would like an immediate termination of service and termination of the automatic debiting of my checking account. I did not knowingly agree to a five-year contract and do not want to pay for service I am not receiving.

Consumer

Response:

As requested, here is a scan of my alarm contrat. It’s on extra-long paper (even longer than legal) and I can’t get it to scan the whole thing so it’s broken into four pages instead of two.

I see mid-form where it says this is a 60-month contract and further down in the fine print, but it was explained to me that my rate was “locked in” and I was never told that I could not terminate it. As I explained in my complaint, I seem move every three or four years and never would have signed with this company knowing I couldn’t stop service.

Thanks,

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted] complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.

For background, Mr. [redacted]’s initial transaction with Guardian occurred on July 24, 2009, at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of 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 July 15, 2013, Mr. [redacted] informed 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 and that an early termination fee would apply. Mr. [redacted] expressed dissatisfaction with the early termination fee and indicated he was not informed of the initial term of the Agreement at the time of sale. The subject complaint was received shortly thereafter.

Respectfully, at no time has Guardian utilized “deceptive” marketing tactics as asserted in Mr. [redacted]’s complaint. Guardian has, at all times, conducted business in compliance with all laws and regulations.

Mr. [redacted] asserts he was not informed of the 60-month initial term of his Agreement at the time of sale. Respectfully, the initial term is clearly designated in Mr. [redacted]’s Agreement to which he acknowledged his understanding by affixing his signature and initials thereto. Mr. [redacted] also provided his written acknowledgement via Guardian’s Notice of Cancellation form that he received three (3) full business days to review his Agreement and contemplate his transaction and cancel it within that timeframe with no obligation whatsoever. Because Mr. [redacted] did not cancel his transaction, Guardian proceeded to fulfill its obligations as set forth in the Agreement and incurred significant expenses to do so.

Additionally, please understand that Mr. [redacted]’s relocation from the premises does not alter his legal obligations pursuant to the terms of his Agreement. Section 5 of Mr. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”

Notwithstanding the above, upon receipt of your letter Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains its legal right to enforce the terms of the Agreement, in this instance and as a show of good faith Guardian agreed to accept Mr. [redacted]’ cancellation request. Upon receipt of Mr. [redacted]’s written authorization, Guardian will cancel Mr. [redacted]’s account and terminate all 24-hour monitoring and related services. I believe this resolution should completely satisfy Mr. [redacted]’s concerns.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

At the time of my signing the service agreement, I was told that my rate was "locked in" for five years, but was not advised that I would never be able to terminate the service during that period. That information is buried in the fine print, but is not, in my opinion, clearly stated. I was also never given the opportunity to pay an early termination fee. I was only told that I was obligated to make monthly payments for another year even if I no longer had service.

In any event, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate Guardian's good faith gesture and your assistance in this matter.

Regards,

Review: This complain is about my mothers home in Lakeside California. My Mom is 93 years old and lives in a gated community for senior citizens that has a sign at the front gate that states no soliciting allowed. A company named [redacted] came to her door without a request from her and told her that her [redacted] was going out of business and that they had the same product. She agreed to have it installed. [redacted] did not leave any contract or information at my Mom's house. A visit by my sister later that week discovered what had happened. It took us weeks to figure out what company had sold this. The contract is under Guardian Protection Services not [redacted]. I called Guardian and they said that the contract is with [redacted] and they would have them call me. [redacted] never called me. I have had 8 call between Guardian and [redacted] for help. [redacted] with a F rating on the Revdex.com could care less that their sales people prey on the elderly and lie to them. I was hoping that Guardian could help me out. The last supervisor that I talked to ([redacted]) said that it was tough luck and they could do nothing about it. It was all on [redacted]. So it appears that Guardian Protection Services does not care about their customers. It is obvious that the know what these companies ([redacted]) are doing and don't care because they are getting their money by hook or by crook. They don't care that [redacted] lies to their customers to get a contract sign and does not leave any information behind and by the time you figure out who it is the 3 day period has gone by to cancel the sale. It is a perfect scam. One company that preys on the elderly ([redacted]) sells the contract and Guardian throws their hands in the air and states---The contract is with [redacted] not them. They just provide the service and billing. I live in Colorado and I'm trying to help my Mom. My sister that lives in California has a medical condition that does not need additional stress.Desired Settlement: I would like Guardian to cancel the contract and have [redacted] pick up their equipment. My Mom realizes that they money she has spent is gone and does not want it back

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].

Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given the nature of Mr. [redacted]’s assertions, Guardian will accommodate his request to cancel his mother’s account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Ms. [redacted]’s system. Additionally, please note that upon cancellation of their account, Ms. [redacted] will receive no further billing statements from Guardian.

Guardian is a premier security services provider and apologizes for any inconvenience. 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 Division

Consumer

Response:

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

Review: I was a happy customer with Guardian Protection Services for 13 years. Always made my payments on time and even referred my parents to their company. I recently found a more affordable option for home security. This is when I found out that they had been renewing my contract every three years in March. There was never a letter or a note attached to a bill letting me know this.The salesman on the phone, Steve, basically laughed at my situation and tried to sell me more products. [redacted] said I should have read the contract that was signed 13 years ago![redacted] also offered to let me buy out of my contract, which was the total of three years worth of monthly payments totaling over $600.Desired Settlement: Allow me to cancel services without any monetary penalty.

Business

Response:

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

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

As additional information, Guardian has sent to all customers the attached “Fraud Alert” advising of the unscrupulous activity and requesting communication should they be a victim of such solicitation. Such customer communications are sent routinely to all Guardian customers via email notification, mailing of a 6x9 post card and insertion in other mailings.

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

In summary, Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience and extends its appreciation for his understanding. As referenced above, Guardian has discussed this matter directly with Mr. [redacted] and has resolved same to his complete satisfaction.

Thank you for forwarding Mr. [redacted]’ submission to your office. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: They were to install a system compatible with my Mac. After 2 DVRs this never happened. Their best technicians,[redacted] all admitted they were not able to work on the Mac. it up on my very old Dell desktop. It would be a limited version of [redacted] from the IPhone or the Mac computer, which would both travel with me.[redacted] didnt use furniture sliders when installing 8th camera & damaged the floor. There was no offer to repair it. The file cabinets were put back on top of the printer & fax cables. [redacted] came 2nd time to correct the connector problems with the 2 cameras from [redacted] installation. He had also damaged a major camera adjustment screw, couldnt find anything wrong with the system & told me to order two new cameras. [redacted] installed the 2 new cameras. He also didnt know how to run a Mac. Complained didnt have right equipment to do job. Given wrong information for job. Apologized. Would reschedule. After he left 1 camera was working poorly & 2nd camera stopped working totally within hours. He re-installed damaged camera accidentally. I had someone come & take it down. [redacted] still hasnt returned camera tool forgotten in his pocket. Things were so bad I instructed Guardian I wanted original cameras reinstalled. I sent the $450 new cameras back. [redacted] told me contract November addendum-covering cameras was company error & letter was sent in October to cancel it. I am still waiting for a copy. The addendum is dated November 12, 2013.They charged my account for copay for the services rendered & for none covered services for same service calls. Will told me after the initial install if I ever needed help to download an incident to call tech support. I had an incident, [redacted] told me there would be a charge of $100 per hour, the 24 hours would run into the thousands due to how long it would take to copy. I called ** when my electric went off & I couldnt get [redacted] running. [redacted] said it wasnt his problem even though Guardian had installed it.I called to terminate & asked [redacted] to return my call to tell me how you would like these items returned. No return call. I sent back DVR & wireless unit to business address.This whole mess has been extremely damaging to my business. Every Friday they came I lost the majority of my phone and office time due to their needing to have access to my computers and equipment, which is in my small office space. My service was disconnected at 10 am on May 23, 2014, the same day I called to cancel service. A call didnt come from Guardian regarding interruption in service until 2:40 pm 5 hours after the service interruption. Saturday June 7, 2014 at 6:36 pm there was another call telling me there was a disruption in my service.Desired Settlement: I sent to them a termination letter hard copy on June 7, 2014 with the return of their equipment. They are still trying to get me to pay the monies I don't owe $164.55 & have not refunded the monies they charged my credit card before I took it off autopay of $179.85. They haven't repaired my floor. I want my $164.55 refunded and floor repaired. They also really owe me for years of service that clearly wasn't there. I had questioned them on a few previous occasions. Now I know I wasn't protected.

Business

Response:

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

Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian confirmed that while Ms. [redacted] had 49 months remaining in the initial term of her Agreement, Guardian did process the cancellation of her account pursuant to her request. Said cancellation became effective June 16, 2014. Additionally, in good faith and in a genuine effort to bring swift resolution to Ms. [redacted]’s concerns, Guardian agreed to waive the current balance due on the account ($167.55) and processed a refund to Ms. [redacted] in the amount of $179.85. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian regrets losing Ms. [redacted] as a customer and would like to apologize for the issues she experienced.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have agreed to this resolution. I do not choose to waste more of my time. Having them terminate the contract and drop the charges that should never have been charged were minimally acceptable. Charging me for services they created that were unnecessary, unwillingness to pay for the damages to my floor and trying to make themselves look like the good guys in this were humorous. [redacted], the person with whom I discussed these issues, felt they had done more than their share to

rectify the problems. There was NEVER even one ounce of admission to their having created the problems, lack of response when their security system was disconnected or that their service tech had damaged the floor. Terminating a contract they breached and removing charges for service calls that were bogus doesn't make them responsible or a company I would ever recommend to anyone.

Regards,

[redacted]

Review: On July 7th, 2015 I canceled my service with Guardian Protection services. Cancelation was sent via fax ###-###-#### and USPS Priority mail tracking. Since then Guardian has been sending invoices and threatening letters. Most recently dated 12/7/2015.Desired Settlement: I would like the following actions (1) Acknowledgment that the account has been canceled and no balance is due.

Business

Response:

December 23, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]

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

Mr. [redacted] has expressed discontent related to Guardian’s cancellation process and further disputes receipt of monthly invoices from Guardian. Guardian has reviewed its records and found that the July 2015 cancellation letter referenced by Mr. [redacted] did not contain a signature or the account password, both of which are required to make changes and/or cancel an account. Upon receipt of Mr. [redacted]’s cancellation letter, Guardian made numerous attempts to contact Mr. [redacted] to obtain his signature on the paperwork necessary to process his cancellation request. Unfortunately, Mr. [redacted] declined to return any of the messages left by Guardian. As such, Guardian continued to invoice Mr. [redacted] for monthly monitoring fees.

Upon receipt of the subject complaint, Guardian made several additional attempts to contact Mr. [redacted] to provide the above explanation. Regretfully, Mr. [redacted] again has declined to return the messages left for him by Guardian.

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 Guardian at ###-###-#### at his convenience to finalize this matter.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Consumer

Response:

Review: A sales representative from Guardian Protection Services presented me with a contract for home security services while I was in the process of building a new home, as a part of a business agreement they have with my home builder. He set the expectation that the commitment was risk-free because I could change my selections or cancel the service at any time. The product features were the focus of the conversation, not the contract terms. I certainly was not made aware of any multi-year obligations or early termination fees. Pre-wiring for the security system was completed as a part of the home construction project, however, further hardware installation is required on the interior of the home after construction is complete to create a functional system. Prior to the hardware installation date, I contacted Guardian by phone to let them know that I didn't want to move forward with installation. The person that I spoke with did not mention at that time that I would be billed for security services anyway. Only a month later, I noticed that Guardian had automatically withdrawn a payment from my bank account, although it never installed a functional system in my home. I had made the assumption that I wouldn't be billed for a system that hadn't been fully implemented. That would be like a cable provider billing someone who is without cable boxes in his or her home. I assumed the initial withdraw was done in error and that it might be corrected once the information that I never completed installation made its way to the billing department. After a second auto payment was withdrawn and I made a second phone call, I realized that I was sadly mistaken. This company fully intends to hold its customers hostage to multi-year contracts, regardless of whether or not they ever implement the system. They explained that completing the pre-wiring is the mechanism to start billing, even though that work was arranged through the home builder, not me, and the end result is not a functional security system. I was told my only option was to move forward with the installation and contract in its original form or pay a $3000 early termination fee. $3000! As point of reference, the monthly fee was $54.95. I spoke with three different Guardian employees over the past three weeks, one of which was a supervisor, and was sadly disappointed to learn that all employees have been trained to only discuss the terms of contractual agreements, regardless of whether or not any services have actually been provided. I am greatly concerned that this company intends to bill for services it has never actually provided and cannot imagine how they are able to recognize revenue in accordance with GAAP accounting principles. Most of all, I am disappointed by the lack of respect as a potential loyal client and as a human being. I feel that the sales person gave me the bait and switch approach during my home buying experience by setting a false expectation that I could change my mind at any time, which I later learned was a $3000 error. In the way that its employees have approached this situation, Guardian has jeopardized the likelihood that I would ever move forward with implementing their security services or recommend that a friend or fellow home builder work with them. Its short-sighted for the company to think that billing me for services that it isn't providing and refusing to work toward a mutually satisfactory solution is worth the two months of service fees that they have collected from me. The damage that this customer experience can do to their brand and future business potential is worth far more than that.Desired Settlement: I should be refunded for the two automatic payments withdrawn, since they are billing for services that were never actually provided. The contract was not well explained by the sales person. It should be terminated without an early termination fee of any kind, given that it should not be able to even be fully executed without a fully functional security system in place.

Business

Response:

January 8, 2016

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. [redacted]’s home builder. As such, Guardian met with Ms. [redacted] in December 2014 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Ms. [redacted] engaged Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on December 29, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Ms. [redacted] placed her initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Additionally, Ms. [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. [redacted] and therefore proceeded to provide and install security equipment.

Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. While Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in this instance and in order to bring swift resolution to this matter, Guardian has agreed to release Ms. [redacted] from all obligation under the Agreement. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

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

Review: Guardian protection continues to harass me after 3 of their employees have said we owe nothing. I ended my service with them on Jan. 31st. They continue to harass me because after I found someone to take over their service they did not get in to install it until Feb 14th They want me to pay 14 days service because I had a contract with them for 5 additional months. I moved Feb 1 and because I found someone to take their service I was told I owed nothing. My last conversation with them they threatened me with bad credit. I owe no one especially them but it is now a matter of principle. I am sure they beat up senior citzens all the time.Desired Settlement: I do not want this on my credit report as this is high stakes harassment, and I want no further contact from them by mail or phone.

Business

Response:

March 31, 2016

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]

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

Mr. [redacted]’ letters cites dissatisfaction with the balance due on the account after moving from the monitored premises. Upon receipt of your letter, Guardian contacted Mr. [redacted] and explained that the final balance has been waived and no further payment is due. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.

Thank you for the opportunity to respond to the above complaint. Should you have any questions, please contact me directly at (800) 533-4827, ext. 13614.

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Consumer

Response:

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

Review: I purchased alarm and monitoring system in September 2012 from Guardian Protection services with the expectations of buying a new home and moving alarm to new house. Salesman from Guardian said that was no problem it would be moved and installed at no charge. I recently tried to have system moved to new house and I am now being asked to pay for this service along with signing a new contract. Guardian said I had to sign a new 36 month contract and then emailed me a 60 month contract. A representative from Guardian told me I could move the system myself if I wanted and now that I have done that they told me I can't move the system myself. At this point I feel Guardian has robbed me more than the people that broke into my house!Desired Settlement: I would like Guardian to either install system at no charge and keep my original contract and not have to sign extended contract like I was promised or void my contract and take their system back with no penalties

Business

Response:

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

Our records indicate that Mr. [redacted]’s original transaction with Guardian occurred on October 4, 2012 at which time Mr. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as thirty-six (36) months.

On June 14, 2013, Mrs. [redacted] informed Guardian that they had sold the home and did not wish to transfer services to their new residence. In an effort to assist Mr. and Mrs. [redacted] in fulfilling the terms of their Agreement, Guardian’s representative offered to contact the new homeowner and inquire if they would be interested in taking over the security system which would relieve Mr. and Mrs. [redacted] from further obligation. Mrs. [redacted] provided Guardian with the contact information for the purchaser and Guardian did reach out to that individual as promised, however Guardian was informed by this individual that she had declined to move forward with the purchase of Mr. and Mrs. [redacted]’s residence.

On October 11, 2013, Guardian spoke with Mr. [redacted] and offered to install a basic security package in his new residence in exchange for execution of a new 36-month Agreement and with a $195 installation fee. Mr. [redacted] expressed dissatisfaction with the installation fee and in an effort to assist, Guardian offered to install a basic system in Mr.[redacted] new residence in exchange for a new 48-month Agreement and a $100 installation fee.

On October 15, 2013, Guardian spoke with Mrs. [redacted] and in a good faith attempt to earn the satisfaction of Mr. and Mrs. [redacted], Guardian offered to install a basic system at no charge in exchange for a 36-month Agreement. Mr. and Mrs. [redacted] accepted Guardian’s offer.

Upon receipt of your letter, Guardian contacted Mrs. [redacted] and confirmed that the above resolution completely satisfied all concerns. Guardian also clarified for Mrs. [redacted] that the new Agreement term is 36-months and not 60-months. Guardian apologizes to Mr. and Mrs. [redacted] for any confusion.

Please note, Guardian has scheduled installation of the [redacted]s’ new system to take place on October 21, 2013. Guardian greatly values Mr. and Mrs. [redacted] as customers and sincerely appreciates the opportunity to continue providing them with their 24-hour monitoring and security services.

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

Review: In 2008 I took a contract with Guardian protect services, The person who sold the product give me a contract for 5yrs. However before I signed the contact I asked the person who came to fit the alarm to give 3yrs other wise it's ok I don't want the system. He called head office and they told him to cross out the 5yrs and put 3yrs on the contract and he initial the change as conveyed to him by head office. I fitter worked at that company for 12yrs at that time. Now when I wanted to move in 2010 I told them that I will pay them for the remaining 1 yr because they don't service the new area. They said no I owe them 3yrs not 1yr monies. I send them proof that their employee signed the contract { on their behalf} but they denied it. So I continue to pay the monthly fee until a new couple move into the property which does not belong to me. So I called guardian and told them that thier were people in the property who want the system because of the area.Guardian said that I must send a letter "Stating that the new renters are willing to take over the system with their signature." So we did that and the owners spoke to Guardian they "said all was fine" Therefore the new people living in the property started to pay the monthly fee.Now I am in collection because they never change over the system to the new tenants.Joseph Mann is their collectors. "They say to me I have no written proof that guardian said this to me"; and that I am responsible because the people was paying the bill under my name" . However which person in their right sense will pay for an alarm system where they do not live when the other party agree to take responsibility for it.This company has already deceived me once into taking the contract for 5yr when they change it for 3yrs. now they want me to pay for someone else responsibility. If they never change the system after having said they received the fax letter, is not my fault.However, is not a lot of people that will accept the truth and also tell it,, for want of a better word.Desired Settlement: I would like Guardian protect to request [redacted] to take my name and debt off the collection site.and pursue the debt from those who sent and sign the transfer of alarm system into their name.

Business

Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Ms. [redacted]’s complaint and resolve any confusion or concern.

Guardian’s records indicate Ms. [redacted]’s initial transaction with Guardian occurred on July 8, 2008, 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.

On May 20, 2010, Ms. [redacted] advised Guardian she was moving from the residence and that her landlord, [redacted], was considering taking over the service. Ms. [redacted] provided Guardian with contact information for Mr. [redacted]. Guardian made several attempts to contact Mr. [redacted] with no success.

On August 11, 2010, Ms. [redacted] informed Guardian that she wished to relocate service to her new home in Georgia. Guardian’s representative informed Ms. [redacted] that a basic system could be installed in her new residence in exchange for a new 36-month Agreement and a relocation fee of $195. Ms. [redacted] indicated she would contact Guardian when she moved into the home.

On August 31, 2010, Ms. [redacted] contacted Guardian and advised she no longer wished to relocate services to Georgia. Ms. [redacted] indicated her husband remained in the monitored site and requested that her account be placed in his name. Guardian’s representative informed Ms. [redacted] that written confirmation of her request to change the name on the account must be provided prior to Guardian processing her request. Guardian did not receive such written confirmation and made several attempts to contact Ms. [redacted], Mr. [redacted] and Mr. [redacted] to follow up. Guardian did speak with Mr. [redacted] on January 11, 2011 after which Guardian was able to update the billing address on the account.

No further concerns were expressed by Ms. [redacted] until September 13, 2012 at which time Mr. [redacted] requested that account invoices be forwarded to his address. Guardian contacted Ms. [redacted] to confirm Mr. [redacted]’ request. Ms. [redacted] indicated she no longer wished for monitoring services and requested the cancellation of her account. Guardian’s representative informed Ms. [redacted] that she remained under the initial term of her Agreement. Ms. [redacted] indicated Ms. [redacted] would be handling all aspects of her account and requested no further contact from Guardian.

No further communications were received from Ms. [redacted] until Guardian’s receipt of the subject complaint one year later.

While Guardian maintains its legal right to pursue full payment of the account, in this instance Guardian will accommodate Ms. [redacted]’s request to cancel her account without further payment. Guardian has spoken with Ms. [redacted] and confirmed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Division

Review: On 7/26/14 around 11pm, I heard a loud nois. I stopped and listened and and looked at the Alarm Panel to see if someone was downstairs since my room was locked. There was a OC registering on the alarm. I called Guardian Protection customer service from my house phone and then my neighbor on my cell.The phone rang for about 10mins without anyone picking up, I called another number listed and someone answered but then told me he will have to put me through to customer service although I explained what happened previously. He put me through anyway and I waited for another ten to fifteen minutes at which time I put the phone down. My neighbor said to call our Township police department but I did not want to as I know the police and ambulance would come. My neighbor said to call again and I did call Guardian again but at the number where the man had answered, he said, 23 bonnie and I said yes and ranted about not receiving service again, he still put me through at which time now I held on for about eight minutes or so and then someone got on the line. My neighbor said the police is pulling up in the front of the driveway, can I come downstairs. Although I was afraid too, I did came downstairs to open the door, he asked what happened and I told him about the noise, he looked around the house and the outside and assured me all was well, took my name and DOB and left. The person on the phone from guardian did not tell me what the OC meant but asked me to look at the main box and transformer. He said it would cost me $180 for an emergency call tonight, I asked how soon can I get an appt.he said Friday and I told him it was unacceptable I needed an earlier appt,he said he will call me if anyone cancels. By that time I had a headache and my heart was racing, so I said have a good night.I called on Sunday and Monday and spoke with two other reps and am still waiting for an earlier appt. I was wondering what was being monitored as no one contacted me to ask what was going on Saturday night, I had to callDesired Settlement: Contract cancellation.

Business

Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer centric organization and values the opportunity to answer any question or concern.

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including a review of all recent telephone interactions. (Please note that due to the nature of Guardian’s business involving life safety and frequent interaction with law enforcement, Guardian records all customer telephone calls and interactions.) After review of Ms. [redacted]’s complaint and her account records, it appears that the complaint may have been prompted, in part, by misunderstandings surrounding Guardian’s response to a request for assistance made by Ms. [redacted] on July 26, 2014.

Our records indicate Ms. [redacted] contacted Guardian at 10:12pm on July 26, 2014 by dialing into Guardian’s Central Monitoring Station. Upon reaching a central station operator, Ms. [redacted] expressed that her keypad indicated an “OC” error code. Guardian’s central station operator informed Ms. [redacted] that a customer service representative could provide further assistance in determining the cause of the code. Ms. [redacted]’s call was transferred to the Customer Service queue however she disconnected the call prior to reaching a representative.

Ms. [redacted] called back at 10:18pm by dialing Guardian’s Central Monitoring Station. Upon reaching an operator, Ms. [redacted] again advised that her keypad indicated an “OC” error code. Guardian’s central station operator informed Ms. [redacted] that a customer service representative would be able to assist her further in determining the source of the error code. Ms. [redacted]’s call was transferred to the Customer Service queue however she again disconnected the call prior to reaching a representative for further assistance.

Another call was received from Ms. [redacted]’s telephone number in Guardian’s Central Monitoring Station at 10:24pm. Upon the operator answering the call, he found no one to be on the line.

Ms. [redacted] called back into Guardian’s Central Monitoring Station at 10:31pm. Ms. [redacted] informed the operator that she found an “OC” code on her keypad. Ms. [redacted] further expressed concern that someone could have broken into her home. Guardian’s central station operator assured Ms. [redacted] that an “OC” error code does not indicate an unauthorized intrusion and that Guardian would not dispatch authorities upon notification of such a code. Guardian’s operator indicated Ms. [redacted] would need to speak with a customer service representative for further assistance to determine the cause of the error code. Ms. [redacted]’s call was transferred to the Customer Service queue where she remained on hold for approximately four (4) minutes before the call was answered by the next available representative.

During that conversation, Guardian’s customer service representative reviewed with Ms. [redacted] the error code found on the keypad and determined that a recent power outage had occurred in Ms. [redacted]’s area which likely caused the error code. Guardian offered to schedule onsite service to evaluate Ms. [redacted]’s system during its normal business hours. Ms. [redacted] expressed dissatisfaction with appointment availability and Guardian’s representative offered an emergency appointment at a discounted rate in a sincere effort to immediately assist Ms. [redacted]. Ms. [redacted] declined to schedule onsite service.

On July 27, 2014, Ms. [redacted] contacted Guardian and scheduled an onsite service appointment for August 1, 2014 during Guardian’s normal business hours but requested an earlier service appointment should one become available. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] on July 29, 2014 and offered to send a technician that same day during on-call hours to conduct a no-charge evaluation of her security system in a sincere effort to gain her satisfaction. Ms. [redacted] accepted and a technician was immediately dispatched to her home. Upon arrival, Guardian’s technician found the security panel to be irreparably damaged by a power surge. The technician did not have the necessary equipment with him to conduct repairs at that time and indicated he would need to return at a later date. Accordingly, a return service appointment was scheduled for and took place on August 2, 2014 at which time the security panel and siren were replaced. Upon completion of the repairs, the technician presented Ms. [redacted] with a work order indicating the charges associated with the repairs. Ms. [redacted] disputed the charges and declined to sign the work order. Subsequently, Guardian has left seven (7) voicemail messages for Ms. [redacted] in an effort to address her concerns with the billing associated with the August 2nd service appointment. To date, Ms. [redacted] has declined to return Guardian’s telephone calls.

In response to Ms. [redacted]’s complaint, Guardian has reviewed the telephone interactions which occurred on July 26, 2014. Respectfully, Guardian has found that its response to this incident was not only consistent with Ms. [redacted]’s best interests and life safety in mind, but was also consistent with security industry standards and response protocol established for that signal type.

Ms. [redacted] has subsequently expressed dissatisfaction related to the invoicing for onsite service. Please note that although Ms. [redacted] subscribes to Guardian’s extended repair coverage, such coverage pertains to malfunction and damages due to normal wear and tear. (Section C of Ms. [redacted]’s Sales and Monitoring Agreement (“Agreement”) dated October 11, 2013 states, “the Company’s obligation to provide repair service does not apply if the System has been damaged by acts beyond the Company’s control including accident, power surges, telecommunications or electrical failures, misuse, lack of proper maintenance, unauthorized changes, or acts of God such as lightning, floods, etc.”) Pursuant to the terms of the Agreement, Guardian properly assessed its customary pricing for the repairs recently made to Ms. [redacted]’s system.

Should Ms. [redacted] wish to negotiate a price reduction for the repairs conducted to her system on August 2, 2014, she may contact [redacted], Supervisor, at ###-###-####, extension [redacted] to discuss further. Absent contact from Ms. [redacted], Guardian will assume she has agreed to its standard rates and Guardian will expect timely payment of such.

As it relates to Ms. [redacted]’s request to cancel her account, Guardian is respectfully unable to terminate her account absent further payment. Ms. [redacted] currently has twenty-six (26) months remaining in the initial term of her Agreement and therefore does not qualify to cancel at the present time. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, she may do so by remitting the early termination fee as set forth in the terms of her Agreement. For further information related to cancellation, she may contact [redacted], Supervisor, at ###-###-####, extension [redacted].

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I recently got an alarm system that I was assured of I could cancel at anytime. The service representative was dishonest in her information. Then after it was installed it quit working. I called several times about this and cold get no help so I called to cancel and was told I could not cancel without being charged over $700 cancellation fee. I was supposed to get a service call on September 11, 2014 and as of today there has still not been anyone come out to fix the system. Meanwhile, they are still taking $44.90 out of my checking account for an alarm that cannot be set.Desired Settlement: I would like to cancel the system and I do not feel I should be charged the cancellation fee since I have talked to several people several times with no resolution.

Business

Response:

Re: [redacted] - Complaint #[redacted]

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

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

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

Our records indicate that Ms. [redacted]’s original transaction with [redacted] occurred on May 6, 2014 at which time Ms. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted] in order to engage monitoring services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted]’s system was installed and activated by [redacted] on May 6, 2014.

Ms. [redacted]’s letter states that her security system does not functioning properly and further expresses dissatisfaction in that she has been unable to have the system repaired. Guardian has conducted a thorough review of Ms. [redacted]’s account, including a review of all telephone calls with Ms. [redacted]. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian offers the following information in response.

On May 10, 2014, Ms. [redacted] contacted Guardian and expressed dissatisfaction that door contacts were not working after renovations to her home. Guardian’s representative offered to schedule onsite service to repair the contacts and quoted standard service rates for the service appointment as the damage was not the result of normal wear and tear. Ms. [redacted] disputed the service rates quoted and requested the removal of all security equipment and cancellation of her account. Ms. [redacted] further stated that her [redacted] sales representative promised all onsite service appointments to be conducted at no charge. In a good faith effort to satisfy Ms. [redacted], Guardian’s representative offered to waive the costs associated with onsite service, however Ms. [redacted] declined and the call was abruptly terminated. Immediately following the telephone exchange, Guardian informed [redacted] of Ms. [redacted]’s concerns and request for onsite service. [redacted] made several attempts to reach Ms. [redacted] directly to address her concerns and schedule onsite service. Messages were left for Ms. [redacted] by [redacted] on June 3, 2014, June 5, 2014 and June 18, 2014.

On July 4, 2014, Ms. [redacted] contacted Guardian for assistance after experiencing a false alarm from the Zone 4 smoke detector. Ms. [redacted] expressed that renovations were being conducted in the home and Guardian’s representative explained that dust from renovations can sometimes trigger a smoke alarm. Guardian’s representative offered several suggestions to assist Ms. [redacted] in eliminating false alarms from the smoke detector during construction.

Ms. [redacted] contacted Guardian on August 26, 2014 and requested the cancellation of her account without further payment stating her system had never worked. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement with [redacted] and that an early termination fee would apply. Guardian’s representative offered to schedule onsite service at no charge to evaluate Ms. [redacted]’s system and repair any damaged contacts. Ms. [redacted] accepted Guardian’s offer for onsite service and Guardian forwarded Ms. [redacted]’s request to [redacted], the servicing company. An onsite service appointment was scheduled for September 11, 2014. On September 12, 2014, Ms. [redacted] informed Guardian that the technician did not attend the appointment scheduled for September 11, 2014. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian made numerous attempts to contact Ms. [redacted] to review her concerns. As of this date, Ms. [redacted] has declined to return the message left for her by Guardian.

Because Guardian is contracted by [redacted] to provide 24-hour security monitoring for Ms. [redacted]’s account, Guardian does not possess the authority to terminate Ms. [redacted]’s Agreement with [redacted] as she has requested. Guardian has advised [redacted] of Ms. [redacted]’s complaint and her desire to cancel her Agreement with their firm. [redacted] is a highly respected firm and has authorized Guardian to provide the following resolution offers to Ms. [redacted]:

1) [redacted] will schedule onsite service at no charge to Ms. [redacted] at a time and date convenient for her. During the service appointment, [redacted]’s technician will evaluate the system, repair and/or replace any damaged contacts, and replace batteries in the smoke detector. Additionally, a credit will be applied to Ms. [redacted]’s account equal to two (2) months of monitoring service; alternatively

2) Ms. [redacted] may elect to cancel her account and remaining obligation to [redacted] by remitting a reduced early termination fee in the amount of $674.10.

The above offers presented to Ms. [redacted] by Guardian are the same offers to which [redacted] has authorized Guardian to extend. Guardian believes these offers to be fair and reasonable and is hopeful Ms. [redacted] will concur. These offers are made available to Ms. [redacted] until close of business on November 21, 2014 after which they will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in servicing customers of [redacted]. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

They have not left me messages. The only phone number I have is ###-###-####. I have had no missed calls and no voice mail messages from either [redacted] or Guardian. I did agree to let them come out on Sept 11 and to date NO ONE has contacted me by phone or email. The system still does not work. This is poor business practice and according to other complaints I am not the only one who has been made promises by these companies and failed to follow through. I want this service cancelled. I am no longer going to pay $44.95 per month for service that does not exist. The system cannot even be set. I would like a call and a follow up email from the companies ASAP.

Regards,

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s additional comments dated October 28, 2014. Guardian is perplexed by Ms. [redacted]’s assertions that no attempts have been made to contact her in an effort to resolve her complaint.

Upon receipt of your letter, Guardian reviewed Ms. [redacted]s account and all associated telephone calls. (As previously stated, all telephone calls and interactions with customers are recorded due to the nature of Guardian’s business.) Our records indicate Guardian made five (5) attempts to reach Ms. [redacted] at the telephone number provided in her letter (###-###-####) prior to submission of our October 28, 2014 response. A voicemail message was left for Ms. [redacted] during each of these five (5) attempts. (Please see attached document evidencing Guardian’s efforts to contact Ms. [redacted]. The associated .wav files are available should the Revdex.com so desire.)

Upon receipt of Ms. [redacted]’s most recent letter requesting that she be contacted as soon as possible, Guardian made six (6) additional attempts to reach her at ###-###-####. A detailed voicemail message was left for Ms. [redacted] during each attempt. (Evidence of these attempts can also be found on the attached document.) To date, Ms. [redacted] has declined to return the messages left for her by Guardian. (Please note, our records do indicate Ms. [redacted] contacted Guardian on October 28, 2014 to request cancellation of enrollment in Guardian’s electronic payment option. Ms. [redacted] did not discuss any aspect of her Revdex.com complaint with Guardian’s representative at that time.)

Based on the above information, Guardian is confident that every reasonable effort has been made to contact Ms. [redacted] in response to her Revdex.com complaint. Guardian remains willing to address Ms. [redacted]’s concerns with her directly. Should Ms. [redacted] wish to discuss this matter further, she may contact me at the telephone number listed below.

In the interim, the resolution offers previously presented by Guardian on behalf of [redacted] remain available to Ms. [redacted] until close of business on November 21, 2014 after which they will be rescinded. Guardian believes these offers to be fair and reasonable and is hopeful Ms. [redacted] will concur.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: We built a new home in [redacted]nd closed on the home in July 2014. We signed a contract with Guardian after speaking with a Guardian representative during our visit to the builder’s design center. When we spoke with Rep, we agree to security monitoring as well as the purchase of surround sound and receiver). When we call to have the receiver/amplifier delivered and connected, we were told we didn’t purchase the receiver. Although I spoke with several people at Guardian, they refused to provide the receiver, stating that I should have known based on the code (not sure how). When I asked to speak with the sales rep I was told that he had been fired. After numerous phone calls to Guardian, I was told that if I wanted the receiver, I would have to purchase it again because the Rep didn’t note that on the sales form. Basically they said the Rep made a mistake and there was nothing they could do about it. I reluctantly accepted their refusal to resolve the issue.

Now there is another issue…..While we had intended for the ** home to be our retirement home, my job unexpectedly moved to [redacted] 7 months after closing on the home. We moved and placed our home on the market. Now that we have finally sold the ** home, I contacted Guardian to stop the service and was reminded that we have a 5 year contract. We originally had no issues with the long contract as we weren’t planning on moving. Had I known I would be moving a few months after closing on the home, I would have never built the home nor signed any long term contracts, definitely not a 5 year contract. I explained our situation to Chris [redacted] (Guardian) and told him that we were living in a rental unit in [redacted] and we weren’t sure when we would be buying a new home as we were financially strained due to maintaining two homes for 5 months. I also explained that we were living on one income as my spouse had not found employment in [redacted] We don’t know when/if we will buy a home in ** or when/if we will be able to afford it given our current financial situation.

The Guardian representative (Chris [redacted] listened but was only interested in collecting 5 years of payments. He told me we had three choices: (1) get the new buyers to take over the contract, (2) find someone else to take over the contract, or (3) pay Guardian approximately $2,200 for the remaining months (50 months) left on the contract. I could understand them forcing us to pay if I simply wanted to change companies; however, our situation is completely different, and to force us to pay over $2,000 for services we don’t have is absolutely in sane and should be illegal if it isn’t. I find it hard to believe that they have only one policy, regardless of any unexpected life events. I pray that Guardian does the right thing.Desired Settlement: Release of 5-year contract given that my job unexpectedly moved to [redacted].

Business

Response:

July 1, 2015

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

Dear Ms. [redacted]

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

For background, please note that Guardian met with Mr. and Ms. [redacted] in February 2014 to discuss their low voltage wiring needs for their new home which was under construction at the time. Guardian reviewed products and services offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. and Ms. [redacted] decided to engage Guardian to install a monitored electronic security system in their new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 5, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Ms. [redacted] letter asserts that the [redacted] had requested an additional piece of equipment at the time of sale which they did not receive and further asserts that Guardian “refused” to resolve the issue. Guardian has reviewed the [redacted]’ account and respectfully could find no record of the [redacted] raising the issue of missing equipment until receipt of the subject complaint. If Mr. and Ms. [redacted] raised their concerns directly with the homebuilder, Guardian would have no record of those interactions.

On June 22, 2015, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Ms. [redacted] further advised that she was moving into a rental home and was unable to transfer services to the new residence. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement and was ineligible to simply cancel her account at the present time. In an effort to assist Mr. and Ms. [redacted] in fulfilling their obligations under the Agreement, Guardian explained that the new homeowner/renter of their home could activate monitoring services under a new Agreement which would satisfy the [redacted]’ remaining obligation. Guardian’s representative also explained that the account could be cancelled upon receipt of payment of an early termination fee, which Guardian offered to discount by 10%. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. [redacted] to address her concerns directly. In an effort to assist the [redacted], Guardian’s representative offered to freeze their account for 6-12 months to allow them the opportunity to find a new home. Ms. [redacted] declined the offer and reiterated her request to cancel her account. Ms. [redacted] also reiterated dissatisfaction related to the piece of missing equipment from the time of sale. In an effort to satisfy Ms. [redacted] Guardian offered to accept a 50% reduction to the early termination fee and to further reduce the early termination fee by $370 (the cost of the piece of equipment in question.) Ms. [redacted] accepted Guardian’s proposal. Accordingly, upon Guardian’s receipt of the early termination fee, Guardian will cancel Mr. and Ms. [redacted] account and they will be under no further obligation to Guardian.

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



Sincerely,

Kathleen [redacted], Director

Account Management Department

Review: My husband passed away December 26, 2014, in January 2015 I called to take my husband off the account. At that time all was well and that was the end of the discussion. In November 2015 I called to cancel my services with them because I wanted to go with another alarm company. When I called in I was informed that I still had 5 years on my contract and to get out of the contract I would have to pay 1300. I was in complete shock! After speaking to a supervisor I was informed that when I called to take my husband off the contract the agent signed me onto a new contract and didn't bother to tell me that she was doing so. I never signed any paperwork and when I asked for a copy of the contract they told me I signed they told me that they couldn't send it to me. The supervisor however did say that he could mail me one...still waiting. Anyhow, he told me, his name is Mike by the way, that the agent didn't inform me like she was supposed to and they would cancel and close out my account. Fast forward to December 11, 2015, I received a letter in the mail dated December 4, 2015 saying that my payment failed. When I called there was no notation on the account about anything that mattered concerning my conversations prior. I am currently waiting on Mike to call me back, which I doubt will happen. Regardless, this is fraud and this company should not be allowed to rip people off.Desired Settlement: 1. Contract that was never signed needs to be cancelled and the 1300$ cancellation fee needs to be taken off.

2. I need to stop receiving billing information for a contract that I'm not in.

3. Mike needs to call me back and tell me why he lied to me about not handling my situation.

4. Mike needs to call me back and tell me why he didn't notate my account so if or when I needed to call back someone would know what I was talking about. Is that not the job of a supervisor?

Business

Response:

December 17, 2015

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



Dear Ms. [redacted]:

Thank you for forwarding Ms. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and bring swift resolution to this matter.

Prior to receipt of your letter, Guardian had spoken with Ms. [redacted] on December 14, 2015 and accepted Ms. [redacted] request to cancel her account. Upon cancellation, the balance due on Ms. [redacted] account will be waived and she will receive no further billing statements from Guardian. Ms. [redacted] has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion and wishes her the very best.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: My wife and I had a house built by [redacted] Homes and Guardian was contracted to install the surround sound. After moving into our new home, I had two brand new receivers overheat, so I called Guardian to fix the problem since they did the install. The tech said the wires were installed incorrectly on the inside of the walls, so he switched the wires and everything worked. Then I received a bill from Guardian saying I owe them $85 service call. I told them I wasn't paying because they were the ones that screwed up and so they sent my account to collections. That's a pretty good racket they have going.

I have no recourse except to pay or have my credit ruined.Desired Settlement: We want this service call to fall under the warranty as it should and for them to call off the collection.

Business

Response:

March 22, 2016

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-focused company and values the opportunity to address Mr. [redacted]’s concerns.

For background, please note that Mr. [redacted] originally met with Guardian in March 2015 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on March 12, 2015.

Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the music system installed in his home. Upon receipt of your letter, Guardian conducted a thorough investigation into Mr. [redacted]’s account and offers the following information.

In August 2015, Mr. [redacted] informed Guardian that he was experiencing issues with a receiver overheating. A Guardian technician conducted onsite service on August 17, 2015 and noted the following information into Mr. [redacted]’s account: “Bare wires touching at 5.1 place – shortened wires and ran tests on receiver // no overheating issues. These were the wires that the customer connected from the plate to receiver // not what GPS connected behind the plate.” Because the issue was not the result of installation or normal wear and tear, Guardian invoiced Mr. [redacted] the sum of $85 for standard service rates.

On October 5, 2015, Mr. [redacted] contacted Guardian to dispute the invoice received for the recent service appointment. During that call, Guardian’s representative explained that the service ticket had been created under the belief that the issue was due to installation and would fall under warranty. Upon further inspection, the technician found the issue was not the result of Guardian’s installation. As such, the service appointment was subject to Guardian’s standard service rates. In a genuine effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit of $42.50 to the account, essentially splitting the cost of the service appointment with him. Mr. [redacted] declined the credit and further declined to remit payment, stating the technician did not inform him the amount he would be charged.

Guardian subsequently made several attempts to reach Mr. [redacted] to discuss the status of his account. Guardian received no contact from Mr. [redacted] until March 10, 2016 at which time Mr. [redacted] disputed the invoice for onsite service conducted in August 2015. Guardian’s representative again explained the technician’s diagnosis and further explained that Guardian possessed a Work Order in which Mr. [redacted] acknowledged he would receive an invoice for onsite service. As a courtesy, Guardian mailed a copy of that Work Order to Mr. [redacted] on March 11, 2016. Guardian received the subject complaint shortly thereafter.

Guardian subsequently contacted Mr. [redacted] on March 21, 2016 to review the above explanation. During that conversation, Mr. [redacted] stated the technician informed him the wires were inverted behind the plate, which would indicate the issue was created during installation and which contradicts the notes the technician left in Mr. [redacted]’s account. Mr. [redacted] further stated the technician could not say for certain if he would be billed for the onsite service appointment. In light of the confusion, Guardian’s representative offered to waive the $85 fee assessed for onsite service. Mr. [redacted] accepted and requested that Guardian inform any outside credit agencies. Please allow this letter to confirm that Guardian has provided no negative reporting to any credit bureau regarding Mr. [redacted]’s account.

Based on the above information, Guardian believes this matter to be fully resolved.

Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. 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 THINK THAT IT IS UNFAIR TO CHARGE ME A CANCELLATION FEE OF MORE THAN $600. I had a three-year home security service contract with the Guardians from 2010 to 2013. This noon, when I had the [redacted] company to install a home security system, I got a phone call from the guardians saying that I still have 19 months under the contract including about $33 monthly fee for 19 months. This is because the three-year contract from 2013 to 2016 was automatically renewed as I did not call them to cancel it even thought it was expired. For the last four years. We have never received any letter, email, bill statement or a phone call from the Guardians. However, the monthly bill has been automatically charged from my bank account since 2013, which we failed to notice it. Now the representative from the Guardians told me that I cannot cancel their service until I pay the full-three year service fee. We believe that this is not fair because: 1. The Guardian protection service Inc. has not informed us that we have a renewed contract with Guardians. No one from the Guardians informed us that the contract was renewed until I called them this afternoon. There had been not a phone call or a letter informing us a renewed contract. 2. the salesman did not inform us that the service will automatically be renewed for three years if we do not call them when the term is expired and their cancellation fee is a full three year service fee. The salesman should make it clear and let us to sign our initials in the first contract, that we should call them if we do not want to renew it. 3. we have only used the system for the first five months, but we never get a call or letter from Guardians for the last three years. This made us think that our house was no longer monitored by the Guardian protection service Inc.Desired Settlement: Cancel the protection service and Wave the cancellation fee.

Business

Response:

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

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

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

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

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

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

I have, however, received a letter from the Guardians dated Sept. 8, 2014, which informed me that a payment of $690. 27 will fully satisfy the agreement and release me from further contractual obligations.

On Sept. 9, 2014, Mr. [redacted] from the Guardian Protection Services Inc. called and told me that the Guardian protection services Inc will cancel my home monitoring service agreement with the Guardian protection services Inc and release me from further contractual obligations without charging me a payment of $690.27. Therefore, I reject the response in their letter, but satisfy with the response that provided by [redacted] on the phone call on Sept. 9

Review: I went into a contract with Guardian Protection through the builder of my first home - Ryan Homes on January 2011 unknowing to me that the contract was 5 years. I rented out the house on March 2013. I am currently in transition to a new home and have no landline to attached the monitoring system to. Guardian was trying to have the tenant take over the contract which she is adamant of taking over since she did not hear good things about Guardian. Guardian wrote a letter to me stating that if the tenant did not take it over my options would be to 1) to take it to my current residence which is not possible or 2) to buy out the contract.Desired Settlement: The subject of the contract - [redacted] is not my residence and Guardian is not monitoring the residence right now. I believe the contract is void and I should not be paying for a service that is not being provided to me on a monthly basis. I have tried on many occasion to resolve this issue with them to no avail. I have no other choice than to report it here so that consumers can be aware of the fraud when dealing this company.

Business

Response:

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

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in June 2010 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Monitoring Agreement (“Agreement”) with Guardian on June 8, 2010, which clearly designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Mr. [redacted] also provided his written acknowledgement via Guardian’s Notice of Cancellation form that he received three (3) full business days to review his Agreement and contemplate his transaction and cancel it within that timeframe with no obligation whatsoever. Because Mr. [redacted] did not cancel his transaction, Guardian proceeded to fulfill its obligations as set forth in the Agreement and incurred significant expenses to do so.

On February 15, 2013, Mr. [redacted] informed Guardian that he would be moving from the premises and renting the home to a tenant. As a courtesy, Guardian reached out to the new tenant who initially indicated she wished to activate monitoring services but has since declined to do so. As such, Guardian continued to invoice Mr. [redacted] directly for monthly monitoring services.

On May 20, 2013, Mr. [redacted] contacted Guardian to inquire about the monthly billing statement. Guardian explained that Mr. [redacted]’s tenant had declined to activate monitoring services and that billing continued as he remained within the initial term of his Agreement. In an effort to assist Mr. [redacted] in fulfilling his obligation, Guardian offered to relocate the system to Mr. [redacted]’s new residence however Mr. [redacted] declined. Guardian received Mr. [redacted]’s complaint shortly thereafter.

Respectfully, at no time has Guardian committed “fraud” as asserted in Mr. [redacted]’s complaint. Guardian has, at all times, conducted business in compliance with all laws and regulations.

Please understand that Mr. [redacted]’s relocation from the premises does not alter his legal obligations pursuant to the terms of his Agreement. Section 5 of Mr. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Notwithstanding, upon receipt of your letter Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains its legal right to enforce the terms of the Agreement, in this instance and as a show of good faith Guardian agreed to accept Mr. [redacted]’s cancellation request. As such, Mr. [redacted]’s account and related services have been terminated at his request. Mr. [redacted] has expressed his complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I supposedly won the equipment free and installation free for this home security system. The man who called to notify me that I won wanted me to agree to a next day installation. I said that I wasn't ready to make that decision that quickly. He said that I do have 6 months from the time of installation to be released out of the contract without penalty. So I agreed to try it. Next day the installers came. I verified the 6 month trial period to be released without penalty. They said yes. After installation they did a good job of explaining how the system worked and made sure I was comfortable with it. Then came the contract. They said this is basically what we've been over already, the $54.99 a month monitoring fee, and service calls would incur a fee. So, being an honest person and assuming this was an honest company too, I signed the contract. I acknowledge the fact that I did sign the contract. But had they been honest with me and told me I only had 3 days for a trial period, I would have never signed up. I had no plans of fulfilling the 60 month contract of $54.99/mo if I could get out of it without penalty within 6 months. There's no way we can afford it for that long. I've got a wife and 4 kids and we only bring home in the low $30,000/yr income. And to top it all off, the equipment wasn't even fully functional within the 3 day trial period! On 11/22/13 will be the 6 month point so I want this settled by then if at all possible.Desired Settlement: Options: #1. Be released from the contract as I was told by the company before I signed up. #2. I'm willing to negotiate if Guardian Protection Service will negotiate. A significant reduced monthly monitoring fee may be acceptable. If option #1 is chosen I will carefully remove the system and pay the insured shipping to return the equipment.

Business

Response:

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

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

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

Upon receipt of Mr. [redacted]’ complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. Upon learning of Mr. [redacted]’ concerns, [redacted] authorized a reduction to Mr. [redacted]’ monthly monitoring rate. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted] Manager

Review: Here is my story. My experience with Guardian has been one of the worse customer service experience I have ever had. From the moment I moved into my new home it continued with the lack of customer service, and customer support. I sat through a 2 hour presentation of the Guardian Services and received repeated calls from the sales person so he could get all the signed paperwork exactly how he needed it, then I never heard from him. I moved into my house and asked how I could start services or when they would begin. No one could tell me, I had to search down a phone number for customer service only to be told I would have to wait more than two weeks for a technician and take a day off from work to wait for him. I was told he would take two hours and he took 4. The [redacted] system worked for that evening only and by the time I woke up the next morning it did not work. I called again and again I had to wait weeks for someone to come out and again take another day off from work. The technician came out, he appeared to fix the problem and for 10 days it worked. Then I called the technician when it did not work, as he told me to do and he said he would call customer service to schedule an appointment. After 2 weeks of no contact and calling I called customer service and of course I did not get an answer and waited another week for a call. I had two days notice for an appointment that did not work, so again I had to wait. I waited 10 days to get a call to be told I could not have a weekend appointment. I would have to take another day off from work. I told the CSR I already took 2 days off, she would call me back.... It has been 6 days.I have had the [redacted] product for for over three months and it has worked a total of 10 days. There is no urgency or response to my request for repair. I would like to have the system removed but I am committed to a year contract and I would like the system to work before the contract ends.Desired Settlement: I want the technician to come on a weekend and replace the system with one that works. I would then like the company to call me once a week for a month to ensure the system continues to work as it was sold. If it does not work I would like a full refund.

Business

Response:

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

Ms. [redacted]’s letter expresses dissatisfaction with audio equipment installed by Guardian during the construction of her new home and the delay in scheduling and conducting onsite service on said equipment. Guardian has conducted a review of Ms. [redacted]’s account and respectfully offers the following in response.

Our records indicate that Ms. [redacted] initially informed Guardian on November 11, 2013 that the audio equipment was not functioning properly. Guardian’s representative immediately offered to schedule onsite service and forwarded Ms. [redacted]’s information to Guardian’s branch office in Philadelphia for scheduling. Guardian’s Philadelphia office contacted Ms. [redacted] on November 13, 2013 and scheduled onsite service to take place on the first available date which was November 22, 2013.

An onsite service appointment was conducted as scheduled on November 22, 2013. During that appointment, Guardian’s technician replaced an antenna, reconnected the computer and audio equipment to the router and found everything to be working properly.

On January 11, 2014, Ms. [redacted] informed Guardian that she continued to experience issues with the audio equipment. Ms. [redacted] requested an onsite service appointment and further requested said appointment be conducted on a Saturday. Guardian’s representative informed Ms. [redacted] that Guardian has limited availability to conduct appointments on Saturdays and that approval had to be received prior to scheduling. Guardian did receive approval to schedule a Saturday appointment and a voicemail message was left for Ms. [redacted] on January 16, 2014 to advise that an appointment was scheduled for Saturday, February 18, 2014.

On January 18, 2014, Ms. [redacted] contacted Guardian and cancelled the service appointment scheduled for that day. Ms. [redacted] further requested the service appointment be rescheduled for another Saturday. Guardian’s representative indicated that authorization had to be received prior to rescheduling for another Saturday and that Guardian would contact Ms. [redacted] shortly to schedule onsite service.

Subsequently it was determined that Guardian’s technical support staff would need to be available during Ms. [redacted]’s onsite service appointment and that the appointment would need to be scheduled during Guardian’s normal business hours from Monday-Friday to ensure the availability of the tech support staff. Guardian contacted Ms. [redacted] on January 24, 2014 to schedule an onsite service appointment. Ms. [redacted] informed Guardian that she was out of town and would call back to schedule service when she returned home. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to schedule an onsite service appointment at no charge to her. Said appointment was scheduled for and took place on February 4, 2014 at which time Guardian’s technician found the audio device unable to achieve a network connection. The technician conducted a power cycle to the device which resulted in the reconnection to the network. The technician demonstrated to Ms. [redacted] how to reset the device for network acquisition if the signal became lost again and also demonstrated how to remotely reset the device via software for self-restart.

Subsequent to the service appointment, Guardian has made several attempts to contact Ms. [redacted] to ensure the equipment is functioning properly. As of this date, Guardian has been unable to speak with Ms. [redacted] but will continue to reach out to Ms. [redacted] to ensure her complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department