Guardian Protection Services Inc

Review: Wife wanted to add "Life Alert" monitor to home security system. Sales rep who responded involved her in complete changeover of monitoring company. Did not explain that in addition to new, higher, monthly payments, she would still be obligated for payments to original security company for the remaining term of their contract.Wife put sales rep in touch (via telecon) with husband who was vacationing in state of Maine. When husband resisted any change in monitoring companies. Sales rep told him there would be "No Change" in companies and "No Increase" in payments. When asked who he worked for, rep said he worked for "[redacted]. . . just updating [redacted] equipment".So now, instead of just paying $39.99 to one company, we pay that plus $59.99 to [redacted]/Guardian.Desired Settlement: We simply want total cancellation of all contractual obligations with [redacted]/Guardian Protective Services. We will, of course return all new equipment supplied and installed by [redacted]/Guardian.

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].

Mr. and Mrs. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[redacted]”). As such, all aspects of the [redacted]s’ sales transaction took place directly between [redacted] and Mr. and Mrs. [redacted]. In order to establish a Guardian account for the [redacted]s and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of the [redacted]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 Mr. [redacted]’s request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from the [redacted]s’ system. Additionally, please note that upon cancellation of their account, the [redacted]s 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

I was unaware that I signed a 60 month contract with this company. Of course, like many, I got my system after a break in and was not in a great state of mind. I did not have a conversation with the company about a 5 year contract, but may have signed without reading as carefully as I should have. Now, 3 years later, I am attempting to lower my monthly bills and have called all companies (auto & home insurance, Internet, cable, and cell phone provider). All have been responsive and compassionate and have helped me to either drop my service or renegotiate the price. Not Guardian. They said the only way to discontinue service is to pay over $1000 in fees. Obviously I can't do this because I need to decrease expenses right now. This company is all about the money and does not care about a customer's situation. I will speak to a lawyer about getting out of the agreement but hope that others will read my review and not make the same mistake I did.

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: We had guardian protection services when we lived in Chandler Arizona until we moved back to Farmington Arkansas at the end of May of 2014. I have now received another bill from them for a partial month of service. The account was put on hold because the next home owner was taking over the policy when they moved in, but I kept getting billed because there were issues with the next home owner or Guardian finishing the transaction. I made a payment at the end of July to a gentleman named [redacted] at Guardian because he said that my account was past due even though I hadn't lived in the house since May. [redacted] told me this would be my last payment to Guardian because the new home owner was scheduled to have everything completed that week. I received another bill from guardian stating that I owed them more money because it took longer than expected to get it completed. I called Guardian again today the 13th of October and ended up speaking with a gentleman named [redacted] in their accounting department about this bill. He told me that I was responsible for this bill due to the new home owner or guardian not being able to find the time to get it completed, and that's when I told [redacted] that I was contacting the Revdex.com because of this situation. He then asked if I was really going to contact the Revdex.com over the $11.92 that he felt I owed Guardian. I do not feel that I should have been responsible for any of the bills because Guardian was unable to complete the transaction in June. [redacted] gave me a couple examples to why it was completed and why I should pay it. Example 1. Was that Guardian installers couldn't get to the new house because they were busy or the vehicles broke down and couldn't make it. Example 2. was the new home owner couldn't make time for Guardian and it was pushed back until the home owner had time. So honestly I feel I shouldn't had to pay them anything because it not in my controll of the new home owner or guardian installers to get the job completed. Thank YouDesired Settlement: I want Guardian to drop the $11.92 that they feel I owe them.

Business

Response:

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

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

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

As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted] services on August 30, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. [redacted]’s signature.

On May 21, 2014, Mr. [redacted] informed Guardian he would be moving from the premises. On behalf of [redacted], Guardian presented a number of options in a good faith effort to assist Mr. [redacted] in fulfilling his obligation to [redacted] under the Agreement. For example, Guardian indicated that the new homeowners could elect to activate monitoring services which would relieve Mr. [redacted] from further obligation. Guardian also indicated that Mr. [redacted] may cancel the account prior to the end of the initial term by remitting a reduced early termination fee of $350.

On July 18, 2014, Mrs. [redacted] provided Guardian with the contact information for the new homeowner. Guardian immediately reached out to the new homeowner and offered to activate monitoring services in her name. The new homeowner accepted and an Agreement was emailed to the new homeowner for her signature on July 18, 2014. Guardian received the executed paperwork from the new homeowner on July 31, 2014. Upon receipt, Guardian immediately provided the documentation to [redacted], the scheduling and installing company. [redacted] contacted the new homeowner and scheduled onsite service to activate monitoring services. Said service appointment was conducted on August 7, 2014, one week after receiving all executed paperwork from the new homeowner. Upon activation of monitoring services by the new homeowner, Mr. [redacted]’s account was cancelled and an invoice was generated indicating a final balance of $11.92.

Mr. [redacted] has disputed the final balance owed and has further indicated that Guardian failed to “complete the transaction in June”. Respectfully, Mr. [redacted]’s assertions are inaccurate. Guardian was provided with the new homeowner’s contact information on July 18, 2014. Upon receipt of this information, Guardian immediately contacted the new homeowner that same day to inquire if she wished to activate services in her name. The new homeowner agreed to activate monitoring services and returned the executed paperwork to Guardian two (2) weeks later. [redacted] activated her monitoring services one (1) week following receipt of the executed Agreement. Respectfully, the transfer of monitoring services to the new homeowner was all conducted in a timely manner.

Further, please understand that Mr. [redacted]’s relocation from the monitored premises did not alter his legal obligation to [redacted] pursuant to the terms of his Agreement. Section B of Mr. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Accordingly, Mr. [redacted]’s obligation to continue remitting timely monthly payments continued until such time that the new homeowner’s services were activated.

While [redacted] maintains the legal right to pursue payment of the final balance owed by Mr. [redacted], prior to receipt of your letter [redacted] authorized Guardian to waive the final balance due on Mr. [redacted]’s account. The aforementioned credit of $11.92 was applied on October 13, 2014. Accordingly, Mr. [redacted] will receive no further billing statements from Guardian and his obligation to [redacted] has ended.

It is my hope that this letter has sufficiently addressed all questions related to this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

[redacted], Director

Account Management Department

Review: We sold the house that was serviced by Guardian Home Protection. I contacted them and gave them all the information I had for the new owners, and requested they terminate the automatic billing. It has been 4 billing cycles and they continue to bill me. When I contacted them again, they claimed that we would be billed for the remainder of the contract or would have to pay a large termination fee. We sold the home and no longer receive services from Guardian.Desired Settlement: Refund of charges from time of sale. Discontinuation of further charges.

Business

Response:

April 15, 2016

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

Dear Ms. [redacted]

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

For background, please note that Guardian met with Ms. [redacted] in July 2012 to discuss her low voltage wiring needs for her 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, Ms. [redacted] decided to engage Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on July 31, 2012, 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.”

In December 2015 with twenty-three (23) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises. Ms. [redacted] provided Guardian’s representative with the contact information for the new homeowners and requested that Guardian reach out to determine if the new homeowners wished to activate services under a new Agreement.

On December 17, 2015, Guardian spoke with the new homeowner and inquired if she wished to activate services and explained that twenty-three (23) months remained in the initial term of Ms. [redacted]’s Agreement. The new homeowner indicated she wished to discuss this matter with her husband prior to making a decision. Guardian has had no further contact with the new homeowner and had no further contact from Ms. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Ms. [redacted] on April 5, 2016 to discuss her concerns directly. During that conversation, Guardian’s representative presented several options to Ms. [redacted] in a genuine effort to assist her in fulfilling her obligation under the Agreement. More specifically, Guardian offered to relocate Ms. [redacted]’s security system to her new home, or to transfer the remaining term to a friend or family member. Ms. [redacted] declined the above options. In a good faith effort to assist Ms. [redacted], Guardian’s representative offered to accept a reduced early termination fee in the amount of $280.00. Ms. [redacted] expressed that she wished to discuss this offer with her husband and would call back with her decision.

Guardian contacted Ms. [redacted] on April 14, 2016 to follow up regarding her decision. Ms. [redacted] again indicated she wished to discuss this matter with her husband and would inform Guardian of her decision.

Guardian believes the above offer to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Please be assured that Guardian will make every reasonable effort to ensure Ms. [redacted]’s concerns are resolved in a manner that is satisfactory to all parties.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Review: I signed up with Guardian protection services for my home security service in July 2010. It was a 3 year contract. I have been trying to cancel services for a few months. I was told that I signed a 3 year contract in April of 2012, I was given various reasons why this contract was in place (new service, upgraded equipment, a move) none of which is true, and I did not sign a 2012 contract. They did not have a copy of my 2010 contract, luckily I did. I was recently emailed a copy of this 2012 contract by a Guardian protection service customer rep. The name in the contract is NOT my name, nor is it my signature. I had to fax their company a copy of my 2010 contract, seeing as they stated they did not have it. I do not see how a company can continue to bill me and collect money on a contract that is not valid?Desired Settlement: I am requesting that Guardian Protection Service refund the monies that I paid for an Invalid contract ($45.00 a month from April 2012- June 2014) I am also requesting that I stop being billed immediately and that I receive a letter or email stating that my service is cancelled and that I will no longer be charged.

Business

Response:

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

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

In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian required certain paperwork to memorialize the transaction between Ms. [redacted] and [redacted]. All such required paperwork for Ms. [redacted]’s account was received by Guardian from [redacted] at which time Guardian commenced 24-hour monitoring services.

Upon receipt of your letter, Guardian reviewed its account records. Guardian’s records indicate Ms. [redacted] initially engaged [redacted] in 2010 to provide 24-hour monitoring services. Ms. [redacted]’s system was installed and activated by [redacted] on July 5, 2010.

On April 25, 2012, [redacted] conducted onsite service at Ms. [redacted]’s premises. Subsequent to that service appointment, [redacted] provided Guardian with a new Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated April 25, 2012 for an initial term of thirty-six (36) months. The Agreement indicates[redacted] (Ms. [redacted]’s former name) as the Customer with a service address of [redacted].

In March 2013, Ms. [redacted] informed Guardian that she planned to move from the premises. Guardian’s representative informed Ms. [redacted] that she would need to speak directly with [redacted] regarding relocation of monitoring services or cancellation options. [redacted] subsequently informed Guardian that it had spoken with Ms. [redacted] and informed her that an early termination fee would apply to cancel the remaining term of her Agreement. [redacted] further informed Guardian that Ms. [redacted] had acknowledged her understanding of the terms of the Agreement.

Guardian received no further contact from Ms. [redacted] until April 10, 2014 at which time she requested the cancellation of her account. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement and that an early termination fee is required to cancel her account. Ms. [redacted] disputed that she remained within the initial term of her Agreement. In an effort to assist her, Guardian’s representative mailed a copy of the Agreement to Ms. [redacted] for review.

Ms. [redacted] has expressed that she did not execute the 2012 Agreement on file with Guardian and has further expressed that no changes were made to her security system by [redacted] in April 2012. Guardian has researched its records in response to Ms. [redacted]’s concerns. In light of Ms. [redacted]’s unique situation and in faith, Guardian will accept Ms. [redacted]’s request to cancel her account. Upon receipt of Ms. [redacted]’s written authorization which must contain her signature and confidential security password, Guardian will cancel her account and terminate all 24-hour monitoring and related services. Upon cancellation, the balance due on Ms. [redacted]’s account will be waived and she will receive no further billing statements from Guardian. Ms. [redacted] may contact me directly at the telephone number listed below to coordinate receipt and execution of the documentation necessary to process the termination of her account.

Ms. [redacted] has also requested a refund of amounts paid for 24-hour monitoring services rendered by Guardian. Guardian has reviewed Ms. [redacted]’s account records and has confirmed that all regularly scheduled test signals from Ms. [redacted]’s system have been properly received by Guardian. Guardian has at all times honored its obligation under the Agreement and has consistently provided 24-hour monitoring and related services to date. As such, Guardian respectfully finds that Ms. [redacted]’s request for a refund is unwarranted at this time.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].

Sincerely,

[redacted]

Customer Service Department

Consumer

Response: