Guardian Protection Services Inc

Review: I signed a contract with Guardian Protection sometime around last October. A month or two after signing with them I started receiving error messages on my alarm system. They sent a repairman out to service the system and it was fixed. Sometime around January I started receiving the same error messages on my alarm and also receiving phone calls saying they are detecting motions sensors in the house and want to know whether to send the police. No one is in the house while they receive the messages. I ask for them to send the repairman out to fix the system but this time they tell me that they will charge me to have the alarm looked at even though the first repair was their fault. I decline and stop arming the alarm. A couple months go by of me paying the bill and not using the alarm before I call and ask to speak with a manager. She is not friendly and keeps reminding me that I have signed a contract with them and am binded to pay them regardless whether I use the alarm or not. Finally I get her to agree to send the repairman again but if the issue was on my end I would pay for having him sent out. We schedule the service date and I take the day off of work. I waited for the serviceman but not only did he not show up he didn't bother to call either. I complain to Guardian and they deny that he didn't no call no show me. I am furious at this point for the poor service and taking the day off work so I ask to have my service disconnected. They refuse and ask when they can send another repairman out to service the alarm. I no longer want to work with Guardian since I am relying on them to monitor mine and my family's safety.Desired Settlement: I do not want to work with Guardian Protection again and want out of my contract.

Business

Response:

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

For background, Mr. [redacted]’s initial transaction with Guardian occurred on July 19, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months.

On September 28, 2013, Guardian received a trouble signal from Mr. [redacted]’s garage window. Guardian contacted Mr. [redacted] to inform him of a potential issue with the device. Mr. [redacted] scheduled an onsite service appointment which took place on October 11, 2013. During said service appointment, Guardian’s technician replaced the garage window sensor at no charge to Mr. [redacted].

Mr. [redacted] contacted Guardian on December 23, 2013 for assistance with the basement motion sensor. Guardian’s representative assisted Mr. [redacted] in checking the keypad and clearing the memory. Mr. [redacted] advised he would also clean out the motion upon his return to the premises. Mr. [redacted] then requested assistance with the left dining room window sensor. Guardian’s technician assisted Mr. [redacted] but was unable to successfully resolve the issue with troubleshooting techniques. Guardian’s representative offered to schedule onsite service to repair and/or replace the sensor. Mr. [redacted] declined to schedule onsite service at that time.

On January 27, 2014, Guardian received an intrusion signal from the basement motion sensor. Guardian immediately contacted Mr. [redacted] who provided his confidential security password and instructed that no authorities be dispatched in response to the intrusion signal.

Guardian received no further contact from Mr. [redacted] until March 10, 2014 at which time he requested the cancellation of his account stating his system was not functioning properly. Guardian reiterated its previous offer to schedule onsite service at no charge to evaluate his system and make any necessary repairs. Mr. [redacted] declined to schedule onsite service and wished to move forward with cancellation. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and an early termination fee was required to cancel his account at that time.

On March 11, 2014, Guardian spoke with Mr. [redacted] who reiterated his request to cancel his account without further payment, citing service issues. Guardian’s representative informed Mr. [redacted] that the early termination fee could not be waived and again offered to schedule onsite service at no charge to him. Guardian’s representative also offered to apply a credit to Mr. [redacted]’s account equal to one month of monitoring services in a good faith effort to satisfy Mr. [redacted]. Mr. [redacted] initially declined all offers for onsite service however he contacted Guardian on March 24, 2014 to schedule a no-charge service appointment. The service appointment was scheduled for April 1, 2014.

On April 1, 2014, Guardian’s technician arrived as scheduled for the service appointment; however, there was no one at the premises to allow the technician to conduct work. After waiting a reasonable period of time, the technician proceeded to his next scheduled service appointment. The following day, Mr. [redacted] contacted Guardian and stated the technician did not arrive as scheduled for the service appointment on April 1st and requested the cancellation of his account. Guardian reviewed its records and informed Mr. [redacted] that the technician did arrive for the appointment and found no one to be at the premises. In a genuine effort to resolve his concerns, Guardian offered to schedule a same day service appointment during evening (on call hours) at no charge to Mr. [redacted]. Mr. [redacted] declined to schedule service.

On May 9, 2014, Guardian received an intrusion signal from Mr. [redacted]’s basement motion sensor. Guardian immediately contacted Mr. [redacted] who provided his confidential security password and indicated a false alarm. In an effort to assist him, Guardian reiterated its offer to schedule a service appointment at no charge and also offered to apply a credit to Mr. [redacted]’s account. Mr. [redacted] declined all offers.

Guardian contacted Mr. [redacted] on May 11, 2014 to advise of a low panel battery signal received from his security system. Mr. [redacted] requested the cancellation of his account without further payment. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was not eligible to cancel his account without payment of an early termination fee. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns. During that conversation, Mr. [redacted] expressed dissatisfaction with the service appointment schedule for April 1, 2014 and reiterated his belief that Guardian’s technician did not attend. Guardian’s representative informed Mr. [redacted] that the records from the GPS device in the technician’s vehicle had been reviewed. Said records do reveal the technician was present at Mr. [redacted]’s residence on April 1, 2014 from 8:06am until 8:22am. Guardian’s representative again offered to schedule onsite service during evening/weekend hours at no charge to Mr. [redacted]. Mr. [redacted] refused the offer to schedule service and terminated the call.

Respectfully, Guardian is unable to accommodate Mr. [redacted]’s request to cancel his account without further payment. Guardian has at all times honored its obligation under the Agreement and has made every reasonable effort to address and resolve Mr. [redacted]’s concerns with his security system. Unfortunately, Mr. [redacted] has declined to allow Guardian the opportunity to conduct onsite service.

Guardian’s offer to schedule a service appointment at no charge remains available. Should Mr. [redacted] elect to schedule onsite service, he may do so by contacting me at the telephone number provided below. Alternatively, Section F of Mr. [redacted]’s Agreement states he may cancel his account prior to the end of the initial term by remitting full payment of the early termination fee, which is identified to be $750, plus all amounts previously invoiced. Notwithstanding the above, in a good faith effort to bring swift resolution to this matter Guardian will agree to accept a 50% reduction of the early termination fee. Upon receipt of payment of $472.64 (one-half the early termination fee + $97.64 outstanding balance), Guardian will cancel Mr. [redacted]’s account and end all obligation under the Agreement. This offer is extended until close of business on June 27, 2014 after which it will be rescinded.

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

Sincerely,

[redacted], Manager

Customer Service Department

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

Business

Response:

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

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

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

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

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

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

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

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

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

Review: My business is 16 months into a 36-month agreement with Guardian Protection Services. I am in the process of moving my office for a 12-month period. I was told by my sales rep, [redacted] when I signed the agreement that if I needed to move, then Guardian would move my service to my new office location and I would pay a nominal installation charge for moving the equipment. The new office is literally across the hall within 5 feet of my current office.Now I'm being told by the Customer Relocation Department that I must either:- start a brand new 36-month contract and pay a new equipment installation fee or- keep the 20 months remaining on the current lease but pay a penalty that equals the 16 months of service I've already paid for and also pay for new equipment installation.I was told if I don't take either of these options, then I am in violation of my agreement and must pay the 20 months remaining on my current agreement.When I inquired about moving and reusing the equipment they installed in my current office just 16 months ago, (which is what I was originally told would happen when I first signed my 3 year agreement), they said they only install new equipment and they don't move existing equipment.I spoke with [redacted] who is the local sales rep for Guardian. He said he had never heard of these options. He asked me to ask the Customer Relocation Department for the verbiage in the contract I signed where it lists these as my only options. I was told by the Customer Relocation Department that these move requirements or options are not part of the agreement I signed but I must adhere to them even though there is no agreement that states these requirements.When I asked if I would have to go through this again if I moved my office again in 12 months, the rep said yes. Each time I move I must enter a new 36-month agreement or pay a penalty. This is completely different from what I was sold and was not in my contract. I would not have signed up for this service like this.Desired Settlement: I would like to pay what is considered a nominal installation fee using my current Guardian equipment and not be required to pay a penalty or be forced to sign a new 36-month agreement. I will honor my existing service agreement for the remaining 20 months of my current 36-month agreement.

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.

A thorough review of this matter revealed that Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Crime Prevention Security Systems. As such, all aspects of Mr. [redacted]’s sales transaction took place directly with Crime Prevention Security Systems. Please note that Crime Prevention Security Systems 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 Crime Prevention Security Systems. Guardian does not control any day-to-day business activities or any internal policies or procedures of Crime Prevention Security Systems, including security evaluations, sales processes, installation practices or any other aspects of Crime Prevention Security Systems’ business.

Our records indicate that Mr. [redacted]’s original transaction with Crime Prevention Security Systems occurred on September 12, 2012 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in order to engage monitoring services. The initial term of the Agreement was for a period of three (3) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “This Agreement is three (3) years commencing on the date service begins…” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

On February 25, 2014, Mr. [redacted] informed Guardian that he was moving his business to a new location. Guardian provides a variety of options for customers who relocate and as customary practice, Guardian offered to relocate Mr. [redacted]’s security system at no charge in exchange for a new 60-month Agreement with the first three (3) months of monitoring to be provided at no charge. Mr. [redacted] expressed that he did not wish to extend the initial term of his Agreement and inquired at what cost his system could be relocated with no contract extension. Guardian’s representative provided that information to Mr. [redacted] who expressed dissatisfaction with the cost and contract extension. In an effort to earn Mr. [redacted]’s satisfaction, Guardian’s representative offered to provide and install a basic system in the new premises at no cost in exchange for a new 36-month Agreement, or Mr. [redacted] could choose to remove the existing equipment and install it in the new premises himself after which Guardian would activate the equipment at no cost to him. Mr. [redacted] expressed he wished to consider these options and would contact Guardian with a decision. Guardian received the subject complaint shortly thereafter.

Please note, as part of the many services available to Guardian customers, Guardian offers relocation assistance to customers so that they may continue to receive the services to which they engaged and fulfill the terms of the Agreement to which they entered. Logically, there are costs associated with such relocation services (such as installing security equipment, administrative activities to establish the new account and the on-site technical labor required to install, program and activate services). While the majority of the costs are borne by the company, it is reasonable for the customer to bear a portion of the costs in one of two convenient methods: customers may elect to pay the associated charge as a lump sum in their next scheduled billing or they may elect to extend their contract term to essentially defray the costs over time.

Furthermore, please note that Guardian was not present during the time of sale with Mr. [redacted] and his Crime Prevention Security Systems’ sales representative. Guardian apologizes for any confusion related to promises made by Crime Prevention Security Systems’ sales representative however at no time has Guardian offered as standard procedure to relocate a system at no cost to the customer.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to accommodate Mr. [redacted]’s request to transfer services to his new premises with no contract extension in exchange for a relocation fee of $200. This one-time gesture is made by Guardian in good faith in a sincere effort to gain Mr. [redacted]’s satisfaction with the understanding that any future relocations will be subject to Guardian’s standard relocation policies.

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

Business

Response:

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

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

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

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

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

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

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

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

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

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

Sincerely,

[redacted], Manager

Customer Service Department

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

Business

Response:

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

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

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

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

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

Sincerely,

[redacted] Manager

Review: I have had numerous issues with my alarm system that was purchased as part of my monitoring agreement with Guardian, along with customer service issues.

I started my contract with Guardian in June of 2013. I called for the first time in October of 2013 with issues with my exit delay. Customer service told me that my exit delay only allows one exit. In later discussions with the technician, I was told that this was not true.

In November of 2013, due to misinformation from Guardian's customer service team, my alarm system went off during my exit out of my garage. The police were then sent to my home because Guardian noted the incorrect contact primary contact number. I was charged with a $50 false alarm bill by the police department. When I called Guardian, customer service said that they misinformed me earlier about how my exit delay worked. They then told me that I should not exit during the last 30 seconds of the exit delay timer. In later discussions with the technician, I was told that this was not true as well.

I received two more false alarms and charged $50 for each occurrence, once in December of 2013 and another time in May of 2014. It wasn't until the May incident that the technician concluded that my equipment was either defective or installed incorrectly. This issue was what caused all my false alarms and customer service gave me incorrect instructions the previous two false alarms.

After all this I receive a call in June of 2014 that my alarm was not giving out a signal. We found that the control box would sometimes get unplugged, causing all of my home's entry points not to communicate to the main box. Guardian sent a technician out 4 days after I called for service, due to the number of technicians available, leaving my home with a non-working alarm system for 4 days. Guardian contends that as long as the main box is communicating to them, they are fulfilling their obligation, even if none of my home's entry points were communicating with the main box. Leaving my home and my family without alarm and monitoring protection for 4 days is not acceptable for any alarm monitoring provider.

So in summary, I have been assessed 3 false alarms, provided incorrect information by customer service two times, and Guardian does not have enough technicians to provide timely service calls.Desired Settlement: I want to be able to cancel my monitoring contract with Guardian without paying the $750 cancellation penalty

Business

Response:

June 1, 2015

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



Dear Ms. [redacted]:

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

Mr. [redacted]’s letter expresses discontent that he was misinformed on how to use the system and further states that he received false alarm fines from local authorities as a result. Mr. [redacted] also expresses that his security equipment is not functioning properly.

Upon receipt of your letter, Guardian reviewed its records and found that onsite service was conducted at Mr. [redacted]’s residence on March 23, 2015 at which time a technician reconfigured Mr. [redacted]’s security system. Prior to departing the residence, the technician conducted a test of all zones and confirmed receipt of all signals in Guardian’s central monitoring station.

Guardian has been in contact with Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative apologized for any confusion or conflicting information provided to him regarding the exit delay on his system. Guardian’s representative reviewed with Mr. [redacted] the onsite service appointment conducted on March 23, 2015 and confirmed with Mr. [redacted] that no issues have arisen subsequent to that date. Guardian greatly values Mr. [redacted]’s feedback and appreciates the opportunity to regain his trust in the services we provide. As a gesture of good faith, Guardian offered to provide a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience. Mr. [redacted] accepted and expressed his satisfaction with this resolution. Guardian appreciates the opportunity to continue serving Mr. [redacted]’s security needs.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: Guardian Protection security systems sold my 87 year old mother a 5-year contract for a security system in [redacted]. My father died a couple of months later and my mother moved into an environment where someone is caring for her. We are still billed EVERY MONTH for this and mother sold her house in [redacted] over a year ago. I have called Guardian at least 6 times to cancelled this 5-year contract and have had no luck. We are now pursuing legal action against this company so my mother is not continued to charge $40. each month for 4 more years. Any other suggestions?Desired Settlement: To have contract eliminated for my 87 year old mother immediately.

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 [redacted].

[redacted] expressed in her complaint her belief that Guardian sold her 87-year old mother, [redacted], security services under the terms of a five-year monitoring agreement. Please note that her mother’s account came to Guardian by way of an authorized dealer known as [redacted], whereby all aspects of [redacted] sales and system installation transaction took place directly between [redacted] and [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for selected customers whose systems were sold and installed by [redacted]. Upon the activation of [redacted] services with Guardian, Guardian has consistently provided all services as promised.

Upon receipt of [redacted]’s communications and requests for service cancellation of her mother’s account, Guardian relayed same to [redacted]. Upon receipt of the complaint against Guardian, Guardian contacted [redacted] directly to discuss her concerns and facilitate resolution. During that conversation, a mutually agreeable resolution was reached whereby Guardian agreed to accept a discounted early termination fee. [redacted] expressed her complete satisfaction with the proposed resolution.

Upon review of this matter with [redacted] indicated that [redacted] knowingly and willfully engaged security services and at the time of sale there were no misunderstandings or confusion related to the services to be provided or the obligations of each party with respect to the Sales and Monitoring Agreement executed by [redacted]. Notwithstanding such, Guardian is pleased to have successfully facilitated a mutually agreeable resolution.

On behalf of Guardian, I would like to extend condolences on the loss of [redacted] and to wish [redacted] all the best.

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

Sincerely,

[redacted], Manager

Customer Service Division

Review: In August 2014, we sold our home which had a security system installed. The new owners did not want the service and removed it. We moved in with relatives until February1,2015. We were billed for those months even though we did not have service because we moved. We paid for a service we didn't have. After moving to our new home we did not want service and we were billed and turned over to a collection agency. We want out of this trick of a contract and are told no way...you signed a contract. No business can keep a customer with that strategy and I want to know how to terminate this agreement with Guardian. Talking to them is a waste of time since their employees are scripted as to what to say.There has to be a way to end this agreement since paying for no services is wrong.Desired Settlement: Termination of contract and adjustment to bill . Also remove file from Debt collector.

Business

Response:

March 17, 2016

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

Dear Ms. [redacted]:

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

For background, Mr. [redacted]’s initial transaction with Guardian occurred on October 10, 2012, 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 clearly designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause stating, “This is a sixty (60) month monitoring agreement.” Mr. [redacted] also acknowledged the initial term by affixing his signature at the bottom of the form.

In August 2014 while remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had sold the monitored premises. Mr. [redacted] indicated he wished to relocate services however was not prepared to do so at that time. Guardian offered to freeze Mr. [redacted]’s account for three (3) months to allow him the opportunity to secure a new home. A freeze letter was sent to Mr. [redacted] for his signature however Guardian did not receive the executed document back from him. As such, Guardian continued to invoice Mr. [redacted] for monthly monitoring services.

In December 2014, Mr. [redacted] informed Guardian that he would be moving into his new home in a few weeks and would call back to schedule relocation of his monitoring services. Guardian subsequently left numerous voicemail messages for Mr. [redacted] to follow up and schedule relocation. Guardian did not speak with Mr. [redacted] again until May 2015 at which time Mr. [redacted] stated he did not wish to relocate services any longer. Mr. [redacted] requested the early termination fee amount required to cancel the Agreement at that time. Guardian provided the early termination fee to be $866.16. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.

Mr. [redacted] has disputed receipt of invoices for monthly monitoring fees after moving from the monitored premises, as he was not receiving services at that time. Respectfully, relocation from the monitored premises does not automatically relieve Mr. [redacted] from obligation under the Agreement. Please note, Section 5 of Mr. [redacted]’s Agreement clearly states, “The Customer’s obligations under the Agreement continue even if the Customer sells or leaves the Premises.”

Guardian understands that customers may encounter circumstances whereby they wish to end their Agreement prior to the end of its initial term, however please understand that doing so without remittance of an early termination would result in Guardian incurring a significant financial loss. The primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made when it provided the electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recoup its investment over the sixty (60) month term of the Agreement.

When a customer moves from the monitored premises, Guardian presents a number of options to assist the customer in fulfilling their obligations under the Agreement. For instance, the customer may relocate the security system to their new home, the new homeowner/tenant may activate services under a new Agreement which would relieve the customer from any remaining obligation, or the customer may transfer the remaining term to a friend or family member. Guardian presented the above options to Mr. [redacted] in a good faith effort to assist him. Unfortunately, none of the above options were acceptable to Mr. [redacted].

Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to provide the above explanation. To date, Mr. [redacted] has not responded to the voicemail messages left for him by Guardian.

Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request to cancel his account without further payment. Upon cancellation, Mr. [redacted] will receive no further billing statements from Guardian.

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

Sincerely,

Andrew A[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: Guardian is keeping the Dealer and Installer code for my monitoring system which own and is refusing to disclose to me. Since I own the system, though I am taking Guardian Services, I being the owner, I would need the code from Guardian. This is illegal as they are keeping my monitoring system under their control without my permission and authorization. I understand that they might need to service or program the unit as and when required, and at that time, they need to ask my permission and use the code. As of now, its like they owning and controlling the unit and I as a customer do not have control on my unit.Also, they do this so that they can charge me $25 for any time they send a technician to do any minor or small programming, which I will be able to do if they provide the code to me, which will result in their business loss, however this I treat as malpractice.Also this means that Guardian can lock me out or make any changes to my system without my authorization as they have the code.Desired Settlement: I want them to hand over the unit dealer and installation code to me as I am the owner of the unit and they are holding it without my consent.

Business

Response:

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

It is important to first 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] account is among those for which Guardian provides these services. Mr. [redacted] sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted] contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

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

Mr. [redacted] has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panel. While Mr. [redacted] may be technically proficient and capable in such matters, Guardian politely declined to provide such due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company.

Guardian apologizes that Mr. [redacted] is displeased with the fact that Guardian is unwilling to release proprietary information; however, Guardian would be pleased to provide technical service to assist Mr. [redacted] in customizing his system configuration. To do so, Mr. [redacted] may contact Guardian at ###-###-#### to schedule a service technician who can assist him with any selected programming changes.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr. [redacted] complaint. Should you have any questions, please feel free 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.

[I understand the response, however since I own the device, why is it that the codes becomes proprietary of Guardian? If tomorrow I cancel the service, does your stand remains same or you will then disclose the codes? This I see as illegal practice to keep customer tied to Guardian and not move away. Anyway, my concern is that since the device belongs to me, it becomes my responsibility if somethign goes wrong because of what I do to it, which is true with any product that I own. If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do somethign which impacts the security, then what are you there for? I will then reach out to you and then you provide service at a cost. What is the big deal? You cannot keep the codes away from the owner. YOU are not the owner of the device. You are just a service provider. Two things, if you have the code, please provide those as you are illegally keeping it, 2ndly if you dont, and [redacted] has it, then I will speak to them. However let me know why you will keep codes for my device and cannot disclose when I own it. Let me know where in your Service Contracts this is mentioned. Also, when I cancel the service, then are you oblized to give the codes to me.]

Regards,

Business

Response:

Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted] additional comments. Mr. [redacted] has expressed dissatisfaction that Guardian has declined to provide him with its proprietary system code, which would allow access the control panel’s digital transmitter and other critical system-level programming functions. As previously stated, the use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. In no way is this protocol an “illegal practice” as asserted by Mr. [redacted].

Mr. [redacted] letter states, “If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do something which impacts the security, then what are you there for?” Respectfully, making configuration changes to a computer will not result in false alarms nor result in armed police officers responding to Mr. [redacted] home unnecessarily. Please note that multiple false alarms can result in fines being assessed against Mr. [redacted] by his local municipality. Additionally, Mr. [redacted] programming changes may not only result in false alarms, but could render his system unable to communicate signals in an actual alarm event which could be detrimental to his safety. It is for this reason that Section B of Mr. [redacted] Agreement clearly states, “The Customer will not tamper or interfere with the System, nor permit others to do so.”

Additionally, please understand that the proprietary code utilized by Mr. [redacted] system is also used by many other Guardian customers. Releasing this programming code to Mr. [redacted] places other Guardian customers in a vulnerable position. Accordingly, Guardian cannot release this code to Mr. [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Mr. [redacted].

Mr. [redacted] letter also asserts “When I cancel the service, then you are oblized (sic.) to give the codes to me.” Respectfully, Mr. [redacted] assertion is inaccurate. Section B of Mr. [redacted] Agreement states, “The Customer agrees that the Company can make program changes to the Company’s proprietary data located in the transmitting device, including making the System non-functional, if the Agreement is ended.” Notwithstanding, should Mr. [redacted] wish to cancel his account at the end of the initial term of his Agreement, Guardian will agree to delete its proprietary coding and other information from the control panel and replace it with a default code. By doing so, Mr. [redacted] will have access to make changes to his programming or to allow an alternate security company to take over his system. However, while Mr. [redacted] system is actively being monitored by Guardian, Guardian respectfully declines to release the proprietary code information to him.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 10351252, and find that this resolution is satisfactory to me. I am fine since Guardian will default the proprietary and other relevant codes to default when they will not be under obligation to protect me as the contract term would be complete. I will wait till the end of the term to get the code.

Regards,

Kiran Choudhary

Review: Guardian claims that their contracts are 3 years, and reset if moving service to a different house, but we even inquired and it was never agreed to. We originally moved into our house in Keller and signed up for alarm services with Guardian back in April 2011. Due to a job change in April of 2012, we decided to move closer to my new job location and consequently asked Guardian to move our service to the new house in Lewisville, TX. The customer service person on the phone assured us this was not a problem, and scheduled a technician to come out to our house. However this is when the problems started. When we told him we're just transferring our service, he said the work-order stated it was a new install, not a transfer of service. We explained we already had service, and he was even on the phone with the headquarters, and eventually got it hooked up and working. But we never signed any new contract, nor were we told we'd entered into a new contract. Forward to late 2013, the service stopped working suddenly, a technician came out checked it and claimed our phone connection seems to have stopped working, and that we need to contact Verizon. However, right after his departure we checked our phone line ourselves, and got a signal so I'm not sure what he was talking about. After that we didn't have a working service for months due to the frustration and inconvenience of having them come back out again, and soon were going to be moving anyway. Now it is February 2014, it have been 3 years since we signed up with them originally, we called and told them we are moving out of the country at the end of March and will have the service cancelled. We didn't even complain about the fact it hadn't even been working. But to our surprise we were told that although they can cancel the service we still have a year left on our contract, and that they can not release us from our payment obligations. So even though we have had their service for 3 years, and never agreed to, or signed, any new contract. At this point we're so disgusted with Guardian and their deceptive practices. I will not pay them a dime more than we already have. Everyone else, beware that their service is patchy at best, they don't disclose conditions that may apply, and they definitely do not honor what they say in person! Beware!!Desired Settlement: I want any remaining term and payment obligations they claim to be outstanding on our contract terminated in all senses of the word - meaning not charged, or fully reimbursed, to us since we have fulfilled our part of the contract. I also want their knowingly deceptive agreement practices to be corrected and fully disclosed so that others are not forced to deal with these problems.

Business

Response:

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

Ms. [redacted]’s letter asserts her belief that she did not agree to nor execute a new Agreement with Guardian upon her relocation in April 2012. Guardian has researched its records in response to Ms. [redacted]’s letter and offers the following.

Ms. [redacted] contacted Guardian on May 24, 2012 to advise she was moving and wished to relocate her monitoring services. In order to commemorate the transaction and prior to beginning monitoring services at her new residence, Guardian requested that Ms. [redacted] execute a new Sales and Monitoring Agreement. Said Agreement was executed by Ms. [redacted] on May 24, 2012. The initial term of the Agreement is stated to be thirty-six (36) months. Pursuant to the terms of the Agreement, Guardian activated monitoring services at the new residence on June 13, 2012.

On February 11, 2014, Ms. [redacted] informed Guardian that she was moving out of the country and was unable to relocate monitoring services to her new home. Ms. [redacted] requested the cancellation of her account. Guardian’s representative informed Ms. [redacted] that she had 17 months remaining in the initial term of her Agreement and that an early termination fee was required to cancel the account immediately. Guardian also provided additional options, one being that the buyer/tenant of Ms. [redacted]’s home could activate Guardian’s services which would satisfy her obligation. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to facilitate resolution of her concerns. While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. [redacted]’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept Ms. [redacted]’s request to cancel her account. Upon receipt of Ms. [redacted]’s written authorization to cancel, her account will be terminated immediately and she will receive no further billing statements from Guardian. Additionally, upon cancellation Guardian will no longer respond to any signals received from Ms. [redacted]’s residence. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Review: Home exterior intercom system originally installed in March 2010. Stopped working and was replaced in 2011 while inside of warranty. Stopped working again in 2015 outside of warranty. Called customer service which required an upfront $85 fee for technician to come out an troubleshoot. Technician (Anthony) showed me the exterior intercom device and noted the there were rusted internal components due to an improper install (had not been caulked and sealed properly to prevent water penetration). The technician further explained that it would be replaced free of charge as Guardian assumed responsibility for improper install. He explained that he needed to place an order for the part and it should arrive in 1 week. I received a bill after this visit and called customer service which waived the fees and said it was sent in error. I called customer service after 1 1/2 weeks and was told the part was delivered to the warehouse and I would have to wait until the technician picked it up to schedule an install. I did not receive a call to schedule an install for 3 weeks from the original service visit. The same technician, Anthony, arrived to install the replacement intercom. The replacement was a bronze color. The original was white. I inquired about the change in color without my knowledge and was told this is all he had. He replaced the intercom and confirmed again that there was no charge.

I received a bill for this 2nd visit and called customer service who explained they would research and get back with me. A return message was left on my voicemail explaining that since the part was out of warranty I would be required to pay. I've now called customer service on 3 additional occasions and have been told they would research and get back with me. In lieu of getting back to be, I receive another copy of the bill.

If I am now required to pay for this part and install, I want an exact replacement for what was removed - a white intercom.Desired Settlement: Waive all pending fees and honor what your technician explained on 2 separate occasions and customer service acknowledged prior to the part being installed.

Business

Response:

November 19, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

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

Mr. [redacted] has requested that Guardian waive the costs associated with onsite service conducted at his home on July 29, 2015. Upon receipt of your letter, Guardian spoke with Mrs. [redacted] and apologized for any confusion or inconvenience. Guardian’s representative explained to Mrs. [redacted] that normally the cost to replace a device so far out of warranty cannot be waived. Notwithstanding, in a good faith effort to resolve the [redacted]s’ concerns, Guardian’s representative offered to apply a credit to the account for the onsite service conducted on July 29, 2015. Guardian’s representative also offered to replace the brass device with a white device and have it installed at no charge. Mrs. [redacted] accepted. Accordingly, Guardian conducted onsite service at the [redacted] residence on November 18, 2015 at which time the brass intercom was replaced with a white intercom at no charge. Subsequent to the onsite service appointment, Guardian spoke with Mr. [redacted] who expressed his satisfaction with the installation of the device and with Guardian’s resolution to his concerns.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: The salesman said he would pay off our contract with our current provider. It was not paid. Now we have to pay for 2 security systems. IT IS WAY TOO EXPENSIVE. The salesman lied to make a sale it was dishonest.Desired Settlement: pay off our other service contract so we don't have to pay for 2 contracts. We owe 594.20. The salesman said he would pay this and so it should be paid.

Business

Response:

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

As background, please note Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. The installation of Ms. [redacted] system was also performed by [redacted]. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. [redacted]’s system. [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.

Given that the nature of Ms. [redacted]’s concerns relate to the sales transaction which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Guardian understands that [redacted] immediately contacted Ms. [redacted] and agreed to remit final payment to Ms. [redacted]’s previous security provider in the amount of $594.20. [redacted] issued and mailed said payment to Ms. [redacted] on January 30, 2014. Guardian subsequently spoke with Ms. [redacted] and confirmed her complete satisfaction with the resolution offered by [redacted].

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

Sincerely,

[redacted], Manager

Dealer Division

Review: I agreed to purchase an in home protection system under the understanding that I was receiving a service that I did not get. I was told by the salesman that the motion detector would be compatible with a pet and it is not. The installer said that the movement of my pet would set off the alarm so we could only use the system without the motion detector. I would not have purchased this for this reason alone because the windows aren't protected so someone could break in through the windows and the alarm would never go off. However, this is not the only problem. I was also told by the same salesperson that I would be able to use an app on my phone to see if any of the doors were open and if so which one. I can not do that with this system. Additionally, I was told that I would be able to use different codes for different family members to see who was coming in and out of the house but again, I can not do that. Also, guardian uses a cable jack and outlet for its system and we were never told that. With all of this information there is NO way that I would have purchased this system because it lacks the things I found necessary. After speaking with a manager I was told there was no way to cancel and if I wanted to I had to have done so in July when the house was being built. In July I didn't know that there was a conflict regarding what I was promised and what I received. The system was installed yesterday and I tried to cancel immediately because I know I do not want this.Desired Settlement: I already paid the company for the installation as it was rolled into our mortgage. I just want to cancel the service and not be billed for it since I wouldn't have purchased it because it is not as it was represented and I will not be using it.

Business

Response:

October 15, 2015

Revdex.com of Western Pennsylvania

Attention: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records and offers the following in response.

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 March 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Repair Agreement and a Residential Monitoring Agreement (“Agreement”) with Guardian on March 3, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Mr. [redacted] placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Mr. [redacted]’s system was subsequently installed and activated on October 1, 2015.

The following day on October 2, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Mr. [redacted] cited that a motion sensor was being activated by pets moving throughout the home. Mr. [redacted] also expressed dissatisfaction that he was unable to see notification that the overhead garage doors where being opened/closed. Mr. [redacted] further stated he believed he was to receive a zwave door lock. Guardian’s representative apologized to Mr. [redacted] for his frustrations and offered to swap the motion sensor for a glass break sensor. Mr. [redacted] declined. Guardian’s representative also explained that Mr. [redacted] could subscribe to advanced interactive services for an additional $5/month. Mr. [redacted] expressed he did not wish to increase his monthly monitoring fees. Guardian’s representative then offered to move the motion sensor and add two (2) window contacts at no charge. Mr. [redacted] declined and stated he wished to cancel the account. Guardian’s representative explained that an early termination fee is required to cancel the account and provided that amount to be $2,651.56. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] on October 7, 2015 to review his concerns directly. During that conversation, Guardian’s representative reiterated the offers previously made to move the motion sensor and add two (2) window contacts at no charge, and further offered to upgrade Mr. [redacted]’s service to advanced interactive with no additional monthly cost. Mr. [redacted] declined and requested the cancellation of his account. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to reduce the early termination fee by 30% to $1,856.09. Mr. [redacted] declined Guardian’s offer to accept a reduced early termination fee.

Guardian reached out to Mr. [redacted] again on October 13, 2015. Mr. [redacted] disputed the early termination fee amount, stating he would remit a lesser amount ($1,618.20) over the 36-month course of the Agreement. In good faith, Guardian’s representative offered to accept the sum of $1,618.20 to cancel the account, however Mr. [redacted] declined. Guardian’s representative explained that the cost to provide and install Mr. [redacted]'s system was $1,602.20. Mr. [redacted] rolled $250 of that amount into his mortgage. As such, Guardian offered to accept the difference ($1,352.20) to cancel the account which would allow Guardian to recover its costs only. Mr. [redacted] declined and requested that Guardian accept the sum of $400 to cancel his account. Guardian’s representative explained that it was unable to accept Mr. [redacted]’s proposal and reiterated its offer to send a technician to Mr. [redacted]’s home at no charge to move the motion sensor, add two (2) window contacts, and upgrade to advanced interactive with no further monthly cost. Mr. [redacted] declined all offers presented by Guardian.

Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Guardian has made every reasonable effort to address and resolve Mr. [redacted]’s concerns however Mr. [redacted] has declined to provide Guardian the opportunity to service the security monitoring equipment installed in his home. Guardian remains willing to send a technician to Mr. [redacted]’s home at no charge as described above. Alternatively, should Mr. [redacted] wish to cancel his account, he may do so upon remittance of the reduced early termination fee of $1,352.20. Guardian believes these offers to be fair and reasonable and is hopeful Mr. [redacted] will concur. These offers are extended to Mr. [redacted] until close of business on November 12, 2015 after which they will be rescinded.

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

Sincerely,

Andrew A[redacted], Manager

Customer Service Department

Review: Guardian had my Spouse sign a document after they put in cameras to our security system and they did not work. They asked for her initials which she assumed was completion of the removal. In fact it was an extension of our contract for 47 months. We have not liked their treatment of us as once the replaced a carbon monoxide detector that failed and extended our contract for two years without telling us. We waited out the contract unknown to us they had extended another 47 months. My Wife would NEVER have sign a contract extension as we were anxious to change to another company. Thinking we were out of contract we had [redacted] survey the home at a charge of $99.00 and called Guardian to inform them we wanted to terminate the service. After 20 minutes on hold the rep came back to inform us that my Wife extended the contract for 47 months and she hit the ceiling. They told me we have 10 months remaining and our payment is $40.00 a month. I argued she was unaware of the extension and they wanted to send me a copy with her initials. They said she is over 21 and should read what she signs. I told them I would send them the $400.00 for the remaining contract and they told me if I wanted to terminate early the cost was $1,285.00. I am compelled to pay the fine or continue the service and if I don't cancel exactly on the first of April it will extend again without our signature. I think this is a gotch approach and very unprofessional of a large corporation. We are in our 70's and I guess they thought let's take advantage of an older woman older people are the easiest to victimize. I would like some sort of arbitration to resolve this to the satisfaction of all concerned instead of make up the rules as you go.Desired Settlement: Offer us a reasonable settlement and we will go away quietly.

Business

Response:

July 24, 2015

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



Dear Ms. [redacted]:

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

Mr. [redacted]’s complaint expresses discontent with the extension of his initial term with Guardian upon upgrading the security equipment in his home. Guardian has reviewed its records and offers the following information in response.

Our records indicate that Mr. [redacted] initially engaged Guardian’s services on March 27, 2010 for an initial term of thirty-six (36) months.

On June 18, 2012, Mrs. [redacted] expressed that she was interested in adding cameras to her security system. As such, Guardian scheduled a consultation to take place in the [redacted]s’ home with a Guardian sales consultant. Said appointment took place on June 19, 2012. After reviewing products and services available to them, Mr. and Mrs. [redacted] elected to upgrade their security system to include interactive services and to purchase four (4) security cameras. In order to offset the upfront cost of the equipment, Guardian offered to provide the devices at a discount in exchange for a new forty-seven (47) month agreement. The [redacted]s accepted Guardian’s proposal. To commemorate their decision, Mrs. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) on June 19, 2012. The initial term was clearly designated as forty-seven (47) months. Mrs. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 47 month monitoring agreement.” Mrs. [redacted] also placed her initials next to the Special Conditions section which clearly states, “Term to be 47 month.” Finally, Mrs. [redacted] executed the Agreement by affixing her signature at the bottom of the form.

Shortly after installation of the new cameras, Mr. and Mrs. [redacted] expressed discontent with the equipment and requested a refund. Per their request, Guardian dispatched a technician to remove the equipment and a refund was provided accordingly.

On July 8, 2015, Mr. [redacted] requested the cancellation of his account as he wished to engage another security provider. Guardian’s representative explained that he remained within the initial term of his Agreement and an early termination fee was required. Guardian received the subject complaint shortly thereafter.

Mr. [redacted]’s letter asserts that his spouse was unaware she extended the initial term of their Agreement by placing initials on a document authorizing the removal of the cameras. Guardian has reviewed its records in light of Mr. [redacted]’s assertions and, respectfully, finds his statements to be inaccurate.

Prior to providing and installing the new camera system, Guardian presented a new Agreement to the [redacted]s for review and signature. The Agreement, dated June 19, 2012, clearly designated the initial term to be forty-seven (47) months in several sections, all of which required written acknowledgment by the [redacted]s. Mrs. [redacted] placed her initials accordingly.

A “Notice of Cancellation” form, which also bears Mrs. [redacted]’s signature, was provided at the time to document that Mr. and Mrs. [redacted] received three (3) full business days to review their transaction and related paperwork and possessed the option to cancel their transaction with no further obligation. The [redacted]s did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

The camera system was removed on July 16, 2012 at the request of the [redacted]s. While on site, Guardian’s technician obtained Mrs. [redacted]’s signature on an “Equipment Requisition – Additions/Deletions Form”. This form served to memorialize that four (4) IP Cameras and one (1) Router was removed from the [redacted]s’ residence. The document also confirmed that the [redacted]s’ monthly monitoring rate would be reduced to $39.95/month. Please note, this document did not extend the [redacted]s’ initial term as asserted in the complaint.

Respectfully, at no time did Guardian “victimize” the [redacted]s as stated in the complaint. Guardian provided and installed expensive electronic security equipment at a discount in exchange for execution of a new Agreement. Subsequent to removing the camera system and providing a refund accordingly, at no time did Mr. or Mrs. [redacted] express concerns related to the transaction until they requested the cancellation of their account to engage another provider and were informed that an early termination fee was required.

Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full terms of Mrs. [redacted]’s Agreement, in this instance and in order to bring swift resolution of this matter, Guardian has agreed to accept a reduced early termination fee of $450.45 as proposed by Mr. [redacted]. Accordingly, upon receipt of Mr. [redacted]’s early termination fee, Guardian will cancel his account and he will be released from all further obligation to Guardian.

Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew [redacted], Manager

Customer Service Department

Review: After multiple attempts to arrange an installation, Guardian's service and installation technicians and their salesman and customer service person could not agree on what was necessary and what was possible. Moreover, independent experts have questioned Guardian's various proposals. We have zero confidence in their abilities and do not believe that the original agreement, which we did sign, is even valid as they have changed it several times.Desired Settlement: Simply forget the entire matter and allow us to seek our own solution.

Business

Response:

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

Mr. [redacted]’s letter expresses dissatisfaction related to the sales and installation of a security system in his new home. Guardian extends its apology to Mr. [redacted] for any confusion and/or inconvenience regarding the installation of his new system. Guardian is committed to delivering the highest standards of customer service and sincerely wishes to earn Mr. [redacted]’s faith and confidence in the services we provide. To that end, upon receipt of your letter Guardian immediately contacted Mr. [redacted] to address his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. [redacted]’s concerns to which he has expressed his complete satisfaction.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I am not happy with the services or equipment from this company!! It is not user friendly and I want it removed from my home. When I called them, I was told that I was responsible for the balance of the contract! This was NEVER explained to me when I entered into their contract! I have had their product for 1 1/2 yrs, and it has been a hastle from the beginning! It most definitely is NOT user friendly!!! If I call for help, they charge me $25 for a tech to come out to my home. Now the back up battery is running low. It is hard wired and this should not happen! I am very dissatisfied with their product and do not feel that I should be made to pay for something that I do NOT WANT!! They said the balance of my contract is $1800.87!! I told them that they are theifs and that I am reporting them. This issue is not addressed in their contract!!! I will tell EVERYONE to NOT DO BUSINESS with this company! By the way, I also have automatic payment arranged with my bank to them! I want to be done with them!!!!Desired Settlement: I just want OUT OF THIS CONTRACT!!! I do not feel that it is fair to have to pay for a product that I am completely dissatisfied with! We were severely devastated by hurricane Sandy, and I also cannot afford to pay for a service that I do not need!

Business

Response:

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

For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security (“[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.

Guardian’s records indicate Ms. [redacted] met with [redacted] in May 2012 at which time Ms. [redacted] decided to engage [redacted] to install a monitored electronic security system in her home. Ms. [redacted] acknowledged such engagement in writing by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 2, 2012, which designates its initial term as sixty (60) months. Ms. [redacted]’s security system was installed and activated by [redacted] on May 3, 2012.

On August 22, 2013, Ms. [redacted] contacted Guardian in response to a message left regarding a low panel battery alert received in Guardian’s central monitoring station. During that conversation, Guardian’s representative offered to schedule onsite technical service to address the low panel battery issue. Guardian further offered to waive the standard $25 co-pay assessed for onsite service appointments as a courtesy to Ms. [redacted]. Ms. [redacted] declined to schedule onsite service and requested the cancellation of her Guardian account as she wished to engage an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the initial term of her Agreement and that an early termination fee would apply. Ms. [redacted] disputed the early termination fee and expressed her dissatisfaction with Guardian’s services. The subject complaint was received shortly thereafter.

Subsequent to receipt of your letter, Guardian spoke with Ms. [redacted] on August 24, 2013 and again offered to schedule onsite service to address the low panel battery. As a courtesy, Guardian reiterated the offer to waive the standard $25 co-pay assessed for onsite service. Ms. [redacted] accepted Guardian’s offer for onsite service and an appointment has been scheduled for September 5, 2013.

Please note, Ms. [redacted]’s letter expresses that she is “very dissatisfied” with Guardian’s services and further notes “it has been a hastle (sic.) from the beginning.” In light of Ms. [redacted]’s expressed discontent, Guardian conducted a thorough review of her account including all telephone interactions. (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.) Guardian’s research revealed no record of Ms. [redacted] expressing dissatisfaction regarding any aspect of her monitoring equipment and/or services until she requested the cancellation of her account on August 22, 2013 in order to engage another security provider.

Upon receipt of the complaint, I made several attempts to reach Ms. [redacted] to discuss her concerns directly. Regretfully, I have been unable to speak with Ms. [redacted] to date. It is Guardian’s sincere desire to maintain Ms. [redacted] as a customer and earn her satisfaction. To that end, I ask that she contact me at the telephone number listed below at her convenience. Guardian is a premier security provider and will continue to make every reasonable effort to address and resolve Ms. [redacted]’s concerns.

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

Sincerely,

[redacted], Supervisor

Customer Service Department

Review: When a sales woman came to my house to discuss,and sign the contract,in 2011,I was deistically told that I had to sign a 3 year contract,I signed and initialed as instructed.I was lied to.Yes I know that I should have read every word,or take it to a lawyer ,but being in business for years,I had some trust in her word.I would like to get out in 3 years as promised.I noticed that there are many similar complaints. THANK YOU [redacted].Desired Settlement: Get out of the contract in 3 years as I was told.I knew at the time I was going to move in the a few years and would not have signed up for 3 years.As I stated above,I notice there many people that were fooled in the same faction.

Business

Response:

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

For background, please note Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]. All aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. The installation of Mr. [redacted]’s system was also performed by [redacted]. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Mr. [redacted]’s system. In order to establish a Guardian account and activate Mr. [redacted]’s 24-hour monitoring services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating creation of Mr. [redacted]’s account with Guardian and activation of his services and subsequent billings.

Please also 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 comply 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 reduce the initial term of his Agreement from 60-months to 36-months. Mr. [redacted] has expressed his complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: We purchased a home through [redacted] and wanted to install a home security system. We were subsequently referred to Guardian. We met with the sales Rep with Guardian who mentioned the contract terms were flexible when asked. Forward 6 months and the service tech came to review the contract and explained it was for FIVE (5) MONTHS!! I was extremely upset and contacted Customer Service who mentioned I had no options other than to pay a $1.9k early termination fee. I told her this was completely unacceptable as their sales practices were very deceiving! The sales rep rushed through the contract and simply said sign on each 'x' and did NOT mention anything about a 5-yr term!Desired Settlement: I demand a contract readjustment at the very least!! Guardian uses highly questionable sales tactics to get unsuspecting customers to sign, locking them into extremely long terms, much longer than any peer of theirs in the industry, claiming they need a 'return on their investment'. If they are signing customers to such long terms they need to be VERY explicit with this upfront so customers are fully aware of the terms.

Business

Response:

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

Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of his account. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on September 29, 2014, at which time he executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

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

Upon receipt of the subject complaint, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. Unfortunately, Mr. [redacted] has declined to speak with Guardian.

Notwithstanding the above, in a good faith effort to bring swift resolution to this matter, Guardian will agree to reduce the initial term of Mr. [redacted]’s Agreement from sixty (60) months to thirty-six (36) months. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur.



Thank you for informing Guardian of this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: We bought a new home and the builder pointed us to Guardian Protection Services as a good provider. When the individual arrived, I was not at home but my wife was and signed all of the paperwork.

The person who set it up was rude, had a terrible accent and was did not explain the paperwork. He had her sign the paper showing that the work was completed, but never mentioned that there was a 5 YEAR contract included in what she signed. I called to cancel it and they refused and told me we would have to pay the full 5 year contract out immediately or we would be unable to cancel the service.

As I discussed this with a neighbor, it turns out they were also unaware that there was a 5 year contract written into what they signed and the same person who set up our system, set up theirs.Desired Settlement: I want out of the 5 year contract without having to pay the full contract out. The person that installed the service did not tell us that this was required and we would be unable to cancel.

Business

Response:

January 8, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.

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

Our records indicate that Mr. [redacted]’ original transaction with [redacted] occurred on February 4, 2014 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. and Ms. [redacted]’ system on February 15, 2014.

On March 27, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he and Ms. [redacted] were surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a month to month contract. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term.

On November 13, 2014, Mr. [redacted] requested the cancellation of the account in an effort to cut back on costs. Guardian’s representative explained that he remained within the initial term of the Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian’s representative further offered to apply a credit to Mr. [redacted]’ account in a good faith effort to provide assistance, however Mr. [redacted] declined the credit at that time.

Guardian had no further contact with Mr. or Ms. [redacted] regarding cancellation of the account until receipt of the subject complaint in December 2015.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. Mr. [redacted] acknowledged his understanding however expressed that he felt five (5) years to be too long of a commitment. In a genuine effort to earn Mr. [redacted]’ satisfaction, Guardian’s representative offered to reduce the initial term by thirteen (13) months. As such, the initial term will be reduced from sixty (60) months to forty-seven (47) months. Mr. [redacted] expressed his complete satisfaction with this resolution. Guardian values Mr. and Ms. [redacted] as its customers and appreciates the opportunity to continue providing them with their security monitoring services.

Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[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: Date Installed 04/25/2011. Customer # [redacted] , Although I signed a contract for 60 months/5-years (which I've been told is illegal), I have had nothing but trouble with the system since installed. Now they tell me my phones line is the problem and want me to set up with cell which I declined, they continue to collect $42.99/month even though the system doesn't monitor back east. Have contacted their office several times, to no avail. Therefore, I would like to get out of this contract without hurting my credit and I notice several complaints regarding this company. Thank you for your attention to this matter.Desired Settlement: Cease payment for services (not provided anyway) immediately without penalty!!!

Business

Response:

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

For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present during any aspect of the sales transaction or system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

A review of Guardian’s records indicates that Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 25, 2011 to engage monitoring services. The initial term is designated as sixty (60) months. Mr. [redacted]’s letter asserts that the 60-month term is illegal in the state of California. Respectfully, this statement is false. Both Guardian and [redacted] operate their businesses in compliance with all local, state and Federal laws.

Mr. [redacted]’s letter expresses discontent that his security system is not functioning properly. Upon receipt of Mr. [redacted]’s complaint, Guardian reviewed its records and found that Mr. [redacted]’s security system had been disconnected by his phone service provider while onsite making phone repairs. Upon being notified of the issue, Guardian dispatched a technician to Mr. [redacted]’s home at which time it was discovered that his phone service (VOIP) was not compatible with his security system as his internet service did not provide enough bandwidth to support his phone system and the security system. The technician recommended a cellular transmitting device in order to achieve communication between his security system and Guardian. Mr. [redacted] declined to install a cellular transmitting device at that time.

Guardian subsequently spoke with Mr. [redacted] on several occasions and made numerous offers to provide a cellular transmitting device at a discount in a genuine effort to assist Mr. [redacted]. Mr. [redacted] declined all offers of assistance presented by Guardian.

Guardian understands Mr. [redacted]’s frustration; unfortunately it would appear the issue lies with Mr. [redacted]’s telephone service which is outside of Guardian’s control. Notwithstanding, it is Guardian’s sincere desire to resolve this matter to Mr. [redacted]’s complete satisfaction. To that end, while Guardian maintains the legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in this instance and in order to bring swift resolution to this matter Guardian has agreed to cancel his account effective January 9, 2015 without further payment. Mr. [redacted] has expressed his satisfaction with this resolution.

Thank you for allowing Guardian the opportunity to address this matter for Mr. [redacted]. 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.