Guardian Protection Services Inc

Review: I was told at the time of contract that I would have "full perimeter protection." Apparently that means 3 door contacts. The front of the house had zero protection (other than the front door contact). The rear windows also were not protect. When the system is on stay (no motion detectors), somebody can come in a back window and go right upstairs without setting off any alarm. When the system is on away, somebody can come in a front window and go right upstairs without setting off any alarm. Does that sound like full perimeter protection? In addition, the motion detector experienced frequent false alarms. My pets were blamed, even though on the contract it said I had a "pet motion detector." That must have meant that my pets were going to set it off. Technicians were at my house no less than 4 times to fix this issue. I was also told that Guardian would not pay any false alarm charges, even though their system was at fault. My many calls to request additional perimeter protection were never received seriously. Needless to say, after almost 2 years of dealing with this I have terminated the contract early and hired a new security company. I was told by Guardian that my cancellation fee is $2,000 and that I would continue to be charged until my cancellation fee is received. This breaks down to roughly $535 for early cancellation, and $1,465 for the base equipment package. My contract has a base package price of No Charge and this "Deferred Amount" clause that requires that I pay the full amount of the base package if I cancel early was not explained to us or even mentioned at the time of signature. I have called Guardian to try to work out a deal on the cancellation, due to the history of this relationship, and the only response has been "you signed an agreement". Guardian signed an agreement too, but I am the only one expected to live up to it. The worst experience I have ever had as a customer.Desired Settlement: Due to the upfront dishonesty regarding the extent of protection, the frequent false alarms, the complete lack of ability to fix the problems and lack of interest in providing comprehensive, not spotty, perimeter protection; my request is that Guardian waive this cancellation fee. I am being forced to cancel by their inability and lack of concern towards the agreement we signed. I should not be charged extra because of their failure.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in

receipt of the above-referenced complaint and values the opportunity to provide

response.

Upon receipt of your letter, Guardian contacted Mr. [redacted]

to discuss his concerns directly. As a result, the parties have reached a

mutually agreeable resolution. Mr. [redacted] previously offered to remit a reduced

early termination fee in order to cancel his account. Guardian spoke with Mr.

[redacted] and agreed to accept the amount previously proposed by Mr. [redacted].

Accordingly, Mr. [redacted]’s account and remaining obligation will be cancelled upon

Guardian’s receipt of such payment. Mr. [redacted] has expressed his satisfaction with

this resolution.

Thank you for informing Guardian of Mr. [redacted]’s concerns.

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

Review: I had purchased service through guardian protection services when I bought my home in the summer of 2012. The equipment and installation was previously purchased and in place by the previous occupant. The guardian serviceman came to my home and turned the service on for my use. I signed a paper to show that the representative arrived to my house, turned on the service, and provided instruction on how to use the keypad.

The following months, the service had become a nuisance. I had a door that would not securely latch at all times, and the police had been repeatedly alerted to go to my residence when I was at work. I was then interrupted at work to speak with Guardian. In addition, I hosted parties where fog machines were used, and the fire alarm could not be silenced. This problem occurred twice, and the only way to silence the fire alarm was through Guardian.

The last time I spoke with them, I asked for my service to remain suspended due to these problems.

I learned today that I have a balance and was under a contract for "monitoring." I do not believe this to be true when I could not keep services due to the problems I was encountering. The police cannot or should not be distracted by a faulty alarm system, and the alarm system was ruining the time I was hosting parties for my guests on two occasions in which I COULD NOT silence it myself because it was a fire alarm.

However, the representative at Guardian states that they do not have any calls from me, however, they called me multiple times in 2012, and I called them several times as well.

Instead of resolving my issue, they want me to pay for months of service that I didn't even have it.

I need the balance removed from my credit. I also recommend that they attempt to resolve alarm problems that result in the unnecessary time and investigation of the police.Desired Settlement: my desired outcome is that the balance is removed from my credit report. Thank you.

Business

Response:

January 21, 2016

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. Guardian values the opportunity to provide response and clarify this matter for all parties.

Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on June 8, 2012 at which time she executed a Monitoring Agreement (“Agreement”) to engage monitoring services. The initial term is designated as twelve (12) months. Ms. [redacted]’s existing system was activated by Guardian on July 3, 2012.

Ms. [redacted]’s letter asserts she experienced false alarms from a door which did not properly latch, thus generating unnecessary police response due to a “faulty alarm system.” She has also “recommended” that Guardian “attempt to resolve alarm problems that result in the unnecessary time and investigation of the police.”

With all due respect, Guardian is unable to control circumstances such as a faulty door at the premises which affect the operation of the system. Notwithstanding, had Ms. [redacted] informed Guardian that the door latch was defective and generating false alarms, Guardian would have assisted her in bypassing that door sensor until such time that she could have made repairs to her door. Additionally, Guardian’s records indicate no trouble alerts from this door sensor to indicate a “faulty alarm system.” To the contrary, whether the door was opened purposely or became ajar due to a defective latch, our records indicate the device properly detected all signals.

Ms. [redacted] has also expressed discontent related to unnecessary police responses. Guardian’s records indicate the police were dispatched on three (3) occasions.

1. On September 16, 2012, Guardian received a “duress” signal, immediately followed by an intrusion signal from the “rear slider” door. A “duress” signal is designed to notify Guardian that a user needs immediate police assistance without alerting a third-party who may be present at the monitored premises. A pre-determined code is entered by the user at the keypad which results in the system being disarmed but also immediately notifies Guardian that assistance is needed. Accordingly, upon Guardian’s receipt of the “duress” signal from Ms. [redacted]’s system on September 16, 2012, Guardian immediately contacted the local police department. After thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms. [redacted]’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type.

2. On September 25, 2012, Guardian received an intrusion signal from the “rear slider” door. Pursuant to the Emergency Notification Call Sequence instructions provided by Ms. [redacted], Guardian attempted to contact Ms. [redacted] on three (3) different telephone numbers to verify whether the signal received was false or actual. After being unable to reach Ms. [redacted] via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms. [redacted].

3. On February 3, 2013, Guardian received an intrusion signal from the “front door.” Pursuant to the Emergency Notification Call Sequence instructions provided by Ms. [redacted], Guardian attempted to contact Ms. [redacted] on three (3) different telephone numbers to verify whether the signal received was false or actual. After being unable to reach Ms. [redacted] via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms. [redacted].

Based on the above information, we have determined that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.

Ms. [redacted] has also asserted that she experienced two (2) false alarm events related to the smoke detection device in the home which were the result of the use of a fog machine in her home. Guardian has carefully reviewed its files and only has record of one event, on October 19, 2012, at which time Guardian received an alert from Ms. [redacted]’s 2nd floor smoke detector. Immediately upon receipt of the signal, Guardian contacted Ms. [redacted] and was informed that the fog machine had tripped the smoke detector. Ms. [redacted] requested assistance in powering down the system however disconnected the call before Guardian’s representative could provide further assistance.

On November 27, 2012, Guardian spoke with Ms. [redacted] regarding the status of her account. Ms. [redacted] disputed receipt of monthly billing statements, stating she’d had services “shut off” due to the false alarm from the smoke detector on October 19, 2012. Guardian’s representative transferred Ms. [redacted]’s call to another department for further assistance, however the call was abruptly disconnected.

On January 11, 2013, Guardian spoke with Ms. [redacted]’s husband, Mr. [redacted], who stated he believed the account had been cancelled. Guardian’s representative explained that the account remained active and within the initial term of the Monitoring Agreement. Mr. [redacted] stated Ms. [redacted] would contact Guardian directly to discuss this matter further.

On January 28, 2013, Guardian spoke with Mr. [redacted] who again disputed receipt of invoices for monthly services, stating Ms. [redacted] had cancelled the account in October 2012. Guardian’s representative reviewed the phone call which took place with Ms. [redacted] on October 19, 2012 (please note that all telephone calls and customer interactions are recorded) and explained that no cancellation request was discussed at that time. Mr. [redacted] stated they no longer use the security system and requested to cancel. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and the account could not be cancelled absent payment of an early termination fee.

On March 4, 2013, Guardian placed Ms. [redacted]’s system out of service due to the status of her account.

Guardian received no further contact from Ms. [redacted] until January 4, 2016 at which time she expressed interest in having monitoring services reinstated. Guardian’s representative explained that services could not be reactivated until the past due balance was paid in full. Ms. [redacted] disputed the outstanding balance stating she had called numerous times to cancel due to the false alarm generated by the fog machine used in her home. Ms. [redacted] further disputed the outstanding balance stating she did not have use of services during that timeframe. The call was abruptly terminated before Guardian could offer any further assistance. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. [redacted] to review her concerns directly. Unfortunately, Ms. [redacted] has declined to speak with Guardian regarding this matter.

Ms. [redacted] has disputed the charges associated with monthly monitoring services as she “did not have use of services” during that timeframe, also citing dissatisfaction with the false alarm generated by the fog machine used in her home. Additionally, Ms. [redacted] and Mr. [redacted] have asserted that they did not arm the system subsequent to the false alarm event on October 19, 2012. Guardian has reviewed its records and found these assertions to be inaccurate. Guardian continued to provide all 24-hour monitoring and related services pursuant to the terms of the Agreement until services were discontinued due to account status on March 4, 2013. Additionally, Guardian received and responded to an intrusion signal from Ms. [redacted]’s residence on February 3, 2013, which would indicate that Ms. [redacted] was in fact still using the system as the intrusion signal would not be transmitted to Guardian without the system being properly armed. Finally and as stated above, Guardian is unable to control circumstances at the premises which affect the operation of the system, such as the use of a fog machine in the home.

Based on the above information, Guardian finds Ms. [redacted]’s request to waive the past due balance and remove said amount from her credit report to be unwarranted at this time. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services during the timeframe stated above. Guardian is entitled to payment for those services accordingly.

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

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Review: I signed with Guardian when I was building my dream home. I was told it was a 2-year contract that turned into 3 years the first time I moved into my home until now the Cameras were replaced and still not able to monitor both cameras, I explained that the Smart box connectors were falling apart and the alarm system has failed to operate properly. I thought I was getting peace of mind instead I have been harassed from the time I made my first call to the company. Since moving into my new home I have made 5 service calls about the cameras and the connectors in my smart box. I called when the cable company said the heads were falling off and the cables heads were broken. I called Guardian and explained what I was told and they sent a tech out to check my cameras and did not report the problems with the connectors in the smart box.I called again since the system was under warranty and they came out replaced the camera with an incorrect camera so another call was made and another day was wasted. A service tech looked at the system on the wall, said there was nothing wrong! That I would have to not bump into the box so the plugs would not fall out. On May 16th a tech came out to fix the camera problem and noticed that the history showed low battery he secured the battery and the phone cable came out leaving me without phone service all weekend long. I call Guardian and they sent a tech out and I was told that I would have to pay for the service call on a system thats not a year old and the wiring was done by guardian. I called [redacted] since they have the contract with [redacted]. I told [redacted] about my dilemma since they were the builders. They checked on this and stated that the smart box was installed by Guardian and they dont expect Guardian work. I called Guardian and told them since I was having so many service call taking off half days and full days and the results were the same I asked could the contract be voided since I am not getting the quality of service they promised and the customer service women ([redacted]) that I was talking to told me that I would have to pay the $2,600.00 balance if I wanted to get out of the contract. I told her that I wasnt pay for a service call and she said she will tell her tech to leave so I gave him his phone back and told him to just put the old parts in and listen to [redacted]. The tech did what she told him and left, I am still without phone service and unable to monitor my house with the installed cameras.Desired Settlement: I would like for the contract to be voided since the company cannot provide the service we agreed upon

Business

Response:

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

For background, please note that Mr. [redacted] originally met with Guardian in February 2013 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 19, 2013. The initial term of the Agreement was clearly designated as a period of thirty-six (36) 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 36 month monitoring agreement.” Mr. [redacted] also executed the agreement by affixing his signature at the bottom of the form.

Additionally, during the sales process Mr. [redacted] was provided with three (3) business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Mr. [redacted] did not cancel his transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating his system and 24-hour monitoring services.

Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the camera system and security system in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] to address his concerns directly. While Guardian maintains its legal right to pursue fulfillment of the initial term of the Agreement, in this instance Guardian will agree to accommodate Mr. [redacted]’s request to cancel his account without further payment. Additionally, Guardian has agreed to issue a refund to Mr. [redacted] in the amount of $236.10. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: I have been trying to cancel my account with Gaurdian for 3-4 months. The first attempt went smooth, apparently too smooth, never got canceled. At the point of second attempt I got a run around that I never called. The customer representative developed an attitude with me on that matter. We went thru the process and I received an email sign and confirm form, at this point I E-signed form and sent back to guardian. Approx a month later I received yet another bill. Sent confirmation email again. Another month passes, I receive late notices, fail to honor agreement, late this- late that. At the end they said I owe for services rendered from last three months. Called customer service center, They said they have monitored my home for fire protection for the last three months, when they shouldn't have. Customer service rep said it was being sent to collection agency.I feel customer rep I talked with in the first instance did not document anything or cancel my account.Desired Settlement: I feel this dollar amount should be dismissed and I should owe them nothing. I have tried and tried to cancel my account.I feel this is them strong arming cash from canceling customers.

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 and clarify this matter for all parties.

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

Our records indicate that Mr. [redacted] contacted Guardian on March 13, 2014 to request the cancellation of his account. Guardian’s representative processed Mr. [redacted]’s request and advised the account would be cancelled effective April 30, 2014 as 30 days’ prior notice is required. Mr. [redacted] expressed that he previously contacted Guardian in either January 2014 or February 2014 to request cancellation. Guardian’s representative reviewed Mr. [redacted]’s account and indicated he could find no record of any previous interaction. Notwithstanding, Guardian’s representative immediately processed the cancellation as requested and confirmed that the account would be cancelled effective April 30, 2104. Mr. [redacted] acknowledged his understanding. Mr. [redacted]’s account was cancelled effective April 30, 2014 as promised.

On May 10, 2014, Mr. [redacted] contacted Guardian to dispute the final balance owed on his account. Guardian’s representative explained that 24-hour monitoring was provided through April 30, 2014 and that the final invoice reflected services provided through April 30, 2014. Mr. [redacted] expressed that he requested cancellation of his account some time ago and further expressed that he would not be remitting payment. Guardian’s representative reviewed Mr. [redacted]’s account and verified that Mr. [redacted] requested cancellation of his account on March 13, 2014. Guardian’s representative further confirmed no record of any contact with Mr. [redacted] since October 2012. Mr. [redacted] disputed Guardian’s findings and submitted the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian researched Mr. [redacted]’s account and again found no record of Mr. [redacted] requesting cancellation of his account until March 13, 2014. Guardian immediately processed his request to terminate his account at that time.

Guardian also reviewed the telephone interaction on March 13, 2014 in response to Mr. [redacted]’s assertion that Guardian’s representative “developed an attitude” with him. Respectfully, Guardian has found Mr. [redacted]’s assertion to be false. A detailed review of the subject telephone conversation revealed that Guardian’s representative remained courteous and conducted himself with the utmost professionalism in an earnest and good faith attempt to assist Mr. [redacted].

Notwithstanding the above, while Guardian maintains its legal right to pursue payment of Mr. [redacted]’s final account balance, Guardian has waived the balance due on the account in order to bring final resolution to this matter.

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

Sincerely,

[redacted], Manager

Customer Service Department

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.

I still cannot agree with their "investigation" of my complaint. Being told my accusations are false, I am not the type to "flip out" on people until they push my buttons several times, you can ask them if they have it in their recordings when I asked him to do his job and cancel my account, because he said it was "interesting" when I told him I was no longer interested in their services.

I found Gaurdian Protection services acceptable until I could no longer afford their services.

Thank you , [redacted]

Review: I purchased a wireless system from Guardian back in the spring of 2012. I have regretted that decision every since. At the time of the sales consultation, I was told that the wireless system was reliable and that I would be given a 5 year price guarantee to ensure that future price changes would not affect me. I was also told that I could cancel my subscription at any time (I explained that though I was employed currently, that I intended to leave my current employer). Once the system was installed, I began receiving error signals almost immediately. The first time, they sent a contractor out and they said it was a battery in one of the window units. The second time I called, they said that a contractor would call me to set up an appointment. This NEVER occurred even after I called again. So, I decided to stop paying their monthly fee since the system wasn't operational. I have not set the system since then. I received some past due bills but since I didn't get a call from the contractor to fix the system, I ignored them figuring that Guardian would realize that I'm unhappy and discontinue my service. Well, back in December the system started going off every 5 minutes. I'd reset the system and 5 minutes later it was blaring again! When I called for customer service they stated that they have it going off INTENTIONALLY to get me to call them! Customer service stated that unless I paid them the past due amount ($400+) that it would continue. I told them that I assumed that by not paying that they would have discontinued my service. She said that I have a 5 year CONTRACT (excuse me?) and that I would be charged the past due amount plus the remaining 4 years of dues unless I paid the past due off in installments and agreed to pay everything starting again in February. I told her that I still needed an operational system. She assured me this would happen, but as of today this hasn't happened. I have now paid over $150 more but they haven't kept any of the promises to me to fix it.Desired Settlement: They reimburse me for the total sum of fees that I paid since December because they didn't hold up their end of the bargain we made via the telephone call (to have a manager contact me and set-up repair appointment and phone app). They should discontinue my service because it doesn't work reliably and the "so-called" contract should be void because it should make both parties liable for actions (they provide service, I pay..they don't provide service, then I don't pay!).

Business

Response:

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

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

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Our records indicate that Ms. [redacted] original transaction with [redacted] occurred on May 23, 2012 at which time Ms. [redacted] executed a Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term of the Agreement was for a period of five (5) years. Ms. [redacted]’s system was installed and activated by [redacted] on May 23, 2012.

Ms. [redacted]’s letter expresses dissatisfaction with requests for onsite service. Guardian has reviewed its records and confirmed that all requests made by Ms. [redacted] to Guardian for onsite service were immediately forwarded to [redacted], the servicing company for Ms. [redacted]’s system. If Ms. [redacted] spoke directly with [redacted] to request onsite service, Guardian would not have access to those records, nor would Guardian have access to any records reflecting onsite service conducted by [redacted] on behalf of Ms. [redacted].

Ms. [redacted]’s letter also expresses that she spoke with a customer service representative in December 2013 after experiencing an alarm event at which time Ms. [redacted] was informed that her alarm was “intentionally” activated to prompt her to contact Guardian and/or [redacted]. Guardian has conducted a thorough review of Ms. [redacted]’s account in response to this assertion, including a review of all telephone calls with Ms. [redacted]. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s records confirm no telephone interactions with Ms. [redacted] subsequent to March 29, 2013. Please note, if the telephone conversation referenced in Ms. [redacted]’s letter occurred directly with [redacted], Guardian would not have access to that information. Respectfully, at no time did Guardian “intentionally” activate an alarm event in Ms. [redacted]’s home as asserted in her letter, nor did any Guardian representative inform her of such. Further, no alarm monitoring company can remotely access a security system to control or create an alarm event or alert.

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

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

1) [redacted] will schedule onsite service at no charge to Ms. [redacted] to ensure her system is functioning properly. Upon receipt of Ms. [redacted]’s payment of the current balance due, [redacted] will reduce the initial term of Ms. [redacted]’s Agreement from 60-months to 36-months with a new contract end date of June 6, 2015; or

2) [redacted] will schedule onsite service at no charge to Ms. [redacted] to ensure her system is functioning properly. [redacted] will waive the balance due on Ms. [redacted]’s account. [redacted] will reduce the initial term of Ms. [redacted]’s Agreement from 60-months to 45-months with a new contract end date of March 6, 2016.

The above offers presented to Ms. [redacted] by Guardian are the same offers to which [redacted] has authorized Guardian to extend. Guardian believes the above offers to be fair and reasonable and is hopeful Ms. [redacted] will concur. The above offers are made available to Ms. [redacted] until close of business on April 7, 2014 after which they will be rescinded.

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

Sincerely,

[redacted], Manager

Review: In April of 2015, we had an emergency, which required us to cut back on our bills. I called Guardian Protection Services and asked how I was to cancel services with them. I was told that my services with them would be cancelled. The next month we received a new bill charging us again. I informed them that I don’t have the income to pay them anymore and I had to cancel them services. I informed them that I am a permanent and totally disabled veteran who lives on a fixed income and that I raggedly could not pay them. Again, the representative told me the contract was going to be cancelled and I would be hearing from a representative from the cancellation department. I never received that call. Instead, I received another bill. When I called I was put through the same circle. I ended up pleaded with them to help me out with some sort of rational solution, a cancelation fee, for them to perhaps pick up the equipment, something to simply settle this. Instead, they told me that I would have to pay upward of $3000 to cancel the services. Instead of working with me they continued to pursue money, which I honestly don’t have. I mean I wish I could pay them. I received a notice again this month stating that they have sent my account in for legal action. Again, I called and told them my situation and they refuse to work with me in any way. Instead, they said there was nothing they could do because my account was now in the hands of a collection agency.

I highly recommend that you as a consumer do not purchase services with this company. In the event of a financial situation, they will not help you in any way. They simply want their money at all costs. Even the initial salesman told me that we could cancel if necessary. He explained that there was a contract, but it wasn’t hard to cancel and that I could cancel after 12 months if I had to. He explained that the contract was renewed on a 12-month basis and if I needed to cancel I would have to call and give a 60-day notice prior to the end of the 12 month period. He explained that I had to wait until the 12-month term to cancel unless I had kept the services for 60 months. I was completely misled, on multiple occasions.Desired Settlement: I ultimately desire for this matter to be settled with some sort of reasonable resolution. This account, despite my efforts to work with this company, has been sent to a collection agency. I want this to end. I can not pay this monthly fee anymore and I've communicated with the company from the beginning. The balance of $326.94 needs to be adjusted back to the month of April when I originally informed this company that I wished to cancel. Rather than misleading my family, I also want their sales persons to be more honest about how strict of a contract really is.

Business

Response:

October 21, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted] 400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

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

Dear Ms. [redacted]

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

Mr. [redacted] has requested the cancellation of his account citing financial reasons. Guardian has reviewed Mr. [redacted]’s account and offers the following information.

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

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

Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on July 19, 2014 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) in order to engage monitoring services. The initial term is designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] installed and activated Mr. [redacted]’s system on July 19, 2014.

On June 4, 2015, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] stated he believed his account to have been cancelled in March 2015. Guardian’s representative reviewed its records and politely explained that Guardian had no record of speaking with Mr. [redacted] since December 2014. Guardian’s representative offered to transfer Mr. [redacted] to the cancellation department however Mr. [redacted] declined.

Guardian contacted Mr. [redacted] several times over the next month to review his account status. During each call, Mr. [redacted] requested to cancel his account however declined all offers to be transferred to the cancellation department.

The cancellation department did reach Mr. [redacted] on July 23, 2015. During that conversation, Mr. [redacted] stated he was experiencing financial difficulty and wished to cancel his account. Guardian’s representative explained that 49 months remained in the initial term of Mr. [redacted]’s Agreement with [redacted] and that he was ineligible to cancel the account without payment of an early termination fee. Guardian’s representative did offer to apply credits to Mr. [redacted]’s account or to temporarily lower his monthly monitoring rate in a good faith effort to assist him however Mr. [redacted] declined at that time. Guardian spoke with Mr. [redacted] several times over the next month in a genuine effort to assist him however the parties were unable to reach a resolution to Mr. [redacted]’s concerns. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] who expressed he was willing to remit a reasonable early termination fee to cancel the account. As such, [redacted] has in good faith authorized Guardian to accept a drastically reduced early termination fee to be paid in monthly installments. Guardian has relayed that offer to Mr. [redacted] who has accepted and expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: THIS IS A DUAL COMPLAINT, TWO COMPANIES. In March 2013, we received a telemarketing call from [redacted], to acquire customers for GUARDIAN PROTECTION SERVICES and [redacted]. GUARDIAN, I assume, bills customers for services rendered by [redacted] at [redacted]. Since canceling our alarm service with [redacted] and going with Guardian and [redacted], we have experienced multiple billing problems. We received a call from GUARDIAN yesterday about the account, then received a bill later the same day. The statement was for $90.82. Our first call in March 2013 from [redacted] advised that if we elected to go with GUARDIAN, our bill would be no more than $6.00 more monthly. We were paying at that time, $33.19 monthly, which would mean the bill would be no more than $39.00. Not so. The first bill was to be automatically deducted, and they did so on the first of the month. I immediately phoned them because we do not have our retirement funds before the 3rd of the month. They changed the payment date to the 7th. I have never dealt with such difficult billing. Last month I paid them over $62.00, which was not reflected on the current bill. I was told that was prorated. The bill today for the $90 plus was from 07 Aug to 06 Sep, plus what they considered a previous amount. They charge $2.00 to mail a statement to the customer. Guardian was unable to handle our problem referring us to [redacted] Alarms. [redacted] was unable to help with the problem, and proceeded to raise his voice, boasting about his employees, etc. I asked what would the penalty be to cancel and he said $1,200. Preposterous. They used the [redacted] equipment already installed, and placed two new keypads. Even the salesman, [redacted], tried to cheat us by charging more than the $49.00 installation fee promised by phone. This entire encounter with GUARDIAN and [redacted] has been a total nightmare in the making. We are retired on a fixed income, we can't afford to take chances with bills.Desired Settlement: Either release us from the existing contract due to the problems experienced since April 2013, or remedy the billing procedures. I will not go automatic deduction because with them thus far we have not known what the bill will be. They will not go paperless as most companies do, so they charge the extra $2.00 to send the bill. I was told even if they went paperless, they would still charge the $2.00. The bill should be what we were promised and the amount that is written on our contract, $39.00.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to respond to Ms. [redacted]’s complaint in an effort to assist and bring resolution.

A thorough review of this matter revealed that Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Alarm. As such, all aspects of Ms. [redacted]’s sales transaction took place directly with [redacted] Alarm. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted] Alarm. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that [redacted] Alarm 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] Alarm. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] Alarm, including security evaluations, sales processes, installation practices or any other aspects of [redacted] Alarm’s business. All authorized dealers, including [redacted] Alarm, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given that the nature of Ms. [redacted]’s concerns relate to the sales transaction which took place directly with [redacted] Alarm, Guardian notified [redacted] Alarm without delay and provided them with a copy of the complaint. Guardian understands that [redacted] Alarm immediately contacted Ms. [redacted] and agreed to provide a refund to Ms. [redacted] in the amount of $90. Ms. [redacted] has expressed her complete satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Dealer Division

Consumer

Response:

This is inaccurate information provided to Guardian. I NEVER AGREED TO ANYTHING WITH [redacted] ALARM, THAT IS A FALSIFICATION. [redacted] Alarm, [redacted], verbally fought with us over the phone raising his voice and would NOT let us get a word in. Then he called back LEAVING A VOICE MESSAGE that he was sending a $90.00 check. We never agreed to anything, NEVER. I have written and sent a letter to [redacted] Alarm with the voided $90.00 check. If you would like to see my letter and a copy of the voided check I will gladly submit one to you. If [redacted] Alarm responded to Guardian as such, then he lied. Simple as that.

If the problem solely lies with [redacted] Alarm, then I will file a complaint against them; however, I want it known we have accepted nothing nor made any agreement with [redacted] Alarm that all is fine, because it most definitely is NOT.

This in itself is an indication of the ongoing problems we have experienced since contracting with [redacted] Alarm/Guardian. The response from Guardian still does not clarify the billing problems. Evidently that will not be resolved.

Business

Response:

Thank you for forwarding Ms. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian immediately reached out to Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian explained to Ms. [redacted] the breakdown of her monthly monitoring rate, which includes a $5 fee for VoiceLink intercom service and a $2 service charge for paper billing. Guardian apologizes to Ms. [redacted] for any confusion related to the monthly monitoring fees.

In a genuine effort to bring swift resolution to Ms. [redacted]’s concerns, [redacted] Alarm has agreed to waive the $2 invoice fee for all future billing statements. Additionally, Ms. [redacted] has requested the cancellation of the [redacted] service; the $5 fee associated with the [redacted] service has been cancelled accordingly. As an additional courtesy, a credit has been applied to Ms. [redacted]’s account equal to one month of monitoring services. Ms. [redacted] has expressed her satisfaction with the billing explanation and the credit applied to her account. Ms. [redacted] has further expressed she no longer wishes to cancel her monitoring services. Guardian is pleased to have assisted in facilitating resolution of Ms. [redacted]’s concerns and that this matter has been resolved to her satisfaction.

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

Sincerely,

[redacted], Manager

Dealer Division

Consumer

Response:

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

The individual, [redacted], has worked with me and has been very pleasant. I do appreciate that very much. Thank you.

Regards,

[redacted]

Review: My wife and I recently sold our home in [redacted] We made an agreement with the new homeowners that they would accept the transfer of services and billing for Guardian Protection Services. This transfer was agreed to take place on July 1 2015. That was the first day of ownership for the buyers. I spoke with Kevin C[redacted] at EXT [redacted] on June 8 about the transfer and set it up. Everything was transparent and no mention of continued charges was made. The complaint is this transfer took until 17 August to make. That means my wife and I were charged two full extra months at $55.99/mo that we didn't use the services. On two separate phone calls to guardian and Kevin I was assured that this delay was not the buyers fault AND I would be refunded my money once the transfer took effect. I spoke to Kevin C[redacted] today again about this and he refused to refund (or transfer the charges to the new owners) the money for the previous two months. With almost 10 weeks to transfer the charges and no delays on the buyers or sellers part, it's my opinion that guardian should have either transferred these charges to the new owner or refund the charges altogether since the delay in transfer was claimed by guardian to be guardians fault.Desired Settlement: I want a refund of $111.98 with either guardian absorbing the hit or them transferring these charges to the buyers (which they expected and agreed to in the sale).

Business

Response:

September 8, 2015

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian extends its apology to Mr. [redacted] for any confusion related to reimbursement of payments he made during the time in which new homeowners took over security monitoring services in his former home.

Prior to receipt of your letter, Guardian did process a refund to Mr. [redacted] in the amount of $111.98. Said refund will be provided to Mr. [redacted] via check from the [redacted] Group of Companies and will be forwarded within the next two (2) weeks. Again, Guardian apologizes for any inconvenience. Guardian regrets losing Mr. [redacted] as a valued customer and hopes that he would consider using Guardian again in the future.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: I signed up with Guardian for an alarm system and monitoring. I sold the home in July and I contacted Guardian to stop service since I had sold the house. I also informed them that I was moving into an apartment while I was waiting for my new house to be built. I asked them if I would they could move the system to my new house once I moved in and they said that they never move a system once it is in. I then asked if I transferred service to my new house if I would have to pay for a new alarm system and the lady said that she did not know and she would have someone contact me and she sent me a form I needed to complete to have my service stopped. I completed the form and returned it and on the form I told them that the new home owners were interested in service. Guardian continued to take auto withdrawals from my account for monthly service (which they were not providing)In early September I called and asked they were still withdrawing money from my account when they were not providing me with service (at this point I was still in the apartment waiting for my new house to be built.) They said that stopping monitoring did not stop the billing and I would have to talk to the Co. that sold me the system and I asked for that number...they said they didn't have a cr for it but they would call them and have them call me. I moved into my new house a month later and still had not heard from anyone. I signed up with a new alarm company since Guardian would not call me or provide me with service. I cancelled the auto pays to Guardian and then FINALLY someone calls me and tells me that I will have to pay the 55/month for the remainder of the 5 year contract, which is around 3,000. Had they ever contacted me I would have had the service transferred to my new address but they continued to ignore me. Or had they contacted the new owners, they were willing to take over the agreement, but no one ever did.Desired Settlement: I would just like them to let me out of the contract and not try and make me pay them money for monitoring service that they are not providing, but could have if they had cared to contact me after any of the 3 times I tried to work this out with them.

Business

Response:

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

Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[redacted]”) whereby all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Our records indicate that Ms. [redacted] contacted Guardian to advise she was moving from the premises. Guardian relayed that information to [redacted] who contacted Ms. [redacted] and provided options to her to assist her in fulfilling her obligation under the terms of her agreement with [redacted] explained to Ms. [redacted] that services could be transferred to her new residence or that the new homeowners could activate services which would relieve her from further obligation. Ms. [redacted] also had the option to remit an early termination fee to cancel the account immediately. Ms. [redacted] informed [redacted] that the new homeowners may wish to activate services and [redacted] requested that Ms. [redacted] either provide the contact information for the new homeowners or that Ms. [redacted] ask the new homeowners to contact [redacted] directly. Ms. [redacted] acknowledged her understanding of the options presented by [redacted]. Neither [redacted] nor Guardian received further contact from Ms. [redacted] until receipt of the subject complaint.

Please note that Guardian is the 24-hour security monitoring service provider for [redacted] and Ms. [redacted]. As such, Guardian does not possess the authority to terminate Ms. [redacted]’s agreement with [redacted]. Guardian has advised [redacted] of Ms. [redacted]’s complaint and desire to cancel her agreement with their firm. Guardian has been informed that [redacted] has made several attempts to contact Ms. [redacted] to discuss the contents of her letter but [redacted] has been unable to reach her as of this date.

Based on the information revealed during the review of Ms. [redacted]’s account, [redacted] is respectfully unwilling to release Ms. [redacted] from obligation under the terms of her Agreement. [redacted] remains willing to assist Ms. [redacted] by transferring service to her new residence or by activating services under the new homeowners should they so desire. [redacted] will also accept payment of an early termination fee to cancel Ms. [redacted]’s account immediately. [redacted] is a premier service provider and Guardian is confident [redacted] will address Ms. [redacted]’s concerns in a timely and reasonable manner. Ms. [redacted] may contact [redacted] directly at:

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

Sincerely,

[redacted], Manager

Dealer Division

Consumer

Response:

Review: Starting in January, 2015, my Guardian Home Security system alarmed at all times. We called the Service Technician to come out and check the system. The technician found a loose wire in the expansion module. He said he had no parts to fix it but just replacing the battery should resolve the issue. He tried to sell us a new system that we did not want. His repair did not last. The system started to alarm on its own again. We called the service department again and reported the same problem. We asked them to make sure that they brought out the replacement part this time. Another service technician came out and said he could not fix the system, he did not being any parts with him. He told us that we should buy the new system. He should me how to disconnect the alarm if it occurred again. this was not acceptable to us. I called the service department and took off a third day of work to resolve this issue. Another technician with a new trainee came out and also could not repair the system because he did not have the right parts. The system is currently alarming at all hours. finally, I got so disgusted with the alarm that I pulled the plug on the system and it is still alarming. I then called the service department and the earliest they can come out is in two weeks. I asked to speak with the supervisor and Ashley came on the line. She said she could not help me. she told me to climb a ladder in my attic to disconnect the main power source. I recently injured my back and am not stable on a ladder yet. I told her that I just need a technician to disconnect this main power supply. and her reply to me was to flag down a neighbor and ask them to climb the ladder and disconnect the main power source for the alarm. This is not customer service.Desired Settlement: I just want this system removed from my house. I no longer want this contract with them due to their poor service. I also want to warn other individuals of the poor service offered by Guardian Protection Services. DO NOT DO BUSINESS WITH COMPANY!!!

Business

Response:

July 27, 2015

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint.

Ms. [redacted]s letter expresses dissatisfaction related to the service of the security system in her home. Guardian extends its apology to Ms. [redacted] for any inconvenience. Guardian is committed to delivering the highest standards of customer service and sincerely regrets the issues she has experienced.

Upon receipt of your letter Guardian immediately contacted Ms. [redacted] to address her concerns directly. In light of Ms. [redacted]s unique circumstances, Guardian has agreed to accommodate her request to cancel her account. As such, Ms. [redacted]s account was terminated effective July 21, 2015. Additionally, Guardian will issue a refund to Ms. [redacted] in the amount of $29.95 for the last payment received. Guardian sincerely apologizes to Ms. [redacted] that her experience with our firm was less than exemplary.

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

Sincerely,

Andrew [redacted], Manager

Customer Service Department

Review: My mother, who is 93 years old, signed a 5 yr. contract with a salesman that came to her door. She did not know nor was she told that her contract was for 5 years. In February, 2013 she fell during the night and the alarm button around her neck did not work. She finally called my sister who lives 1/2 hr away and when she got there mom was still laying in the same place. My sister then tried the alarm button where mom had fallen, still no results. She had to go to the living room and stand in front of the pad and really push hard on the button to get it to work. My mother was in the hospital for 4 days and then in a nursing home for rehab. She is now living in an assisted living facility and has not been in the house since she fell in February nor will she ever be going back. My sister called to cancel the service in March and again yesterday and was told rudely that the contract was for 5 years and it had to be paid. She explained to the woman that mom is never going back and she doesn't have the money to pay it. The woman said basically it wasn't her problem and even if mom died it still had to be paid. I think this is a very poor way to do business and a poor product. I believe the company preys on older people and uses disreputable tactics to get business.Desired Settlement: We want the contract cancelled and the equipment out of the house.

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 concern in her complaint that Guardian sold her 91-year old mother, [redacted], security services under the terms of a five-year monitoring agreement. It is important to understand that [redacted] account came to Guardian by way of an authorized dealer known as [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [redacted]. From the time of [redacted]’s activation of [redacted] system, Guardian has consistently provided all services and has been prepared to provide immediate alarm response to any signal received from [redacted] system.

[redacted]’s letter further expressed concern regarding [redacted] attempted use of her medical pendant device to summon assistance. Guardian takes alarm response very seriously and conducted a comprehensive evaluation upon learning of the concern. The research revealed that no signals were received at Guardian’s Central Monitoring Station. Further, there are no indications that any trouble exists with the system (such as low batteries, AC power failures or other such trouble conditions). Guardian’s review indicates that the system is performing properly and Guardian’s immediate response would occur upon receipt of an alarm signal from [redacted] system. As part of the evaluation into the concern, Guardian also dispatched a technician to the residence to conduct an inspection and test of the system and medical pendant in question. The technician activated the medical pendant and the signal was a) properly transmitted by [redacted] system and b) received by Guardian. The technician repeated his test of the device several times and each time the system operated properly whereby each test signal was properly received and recorded in Guardian Central Monitoring Station.

[redacted]’s communications and requests to cancel her mother’s account and service were forwarded to [redacted] relayed to Guardian that at the time of sale there were no misunderstandings or confusion related to the services to be provided under the Sales and Monitoring Agreement between the parties. Notwithstanding, in order to assist [redacted] in this instance, the request to cancel [redacted] services and account has been accepted. As such, all security related services have been discontinued by Guardian. [redacted] has expressed her 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 ###-###-####.

Review: In December of 2014, I was contacted by a collection agency ([redacted]) regarding past due amounts through this company. Upon receiving proof of debt, I immediately contacted the company and informed them of fraud. The signature included on the paperwork was NOT my signature nor did I authorize any services. This company was illegally given my name and social security number and refuses to rectify the situation. I have contacted them several times throughout the past few months and the issue has yet to be resolved. If we must take this issue before courts to prove that it is not my signature, then I am more that available to do so. I have even been told by a representative of the company to pay off the debt and they will take it out of my name. The debt is not mine and is unauthorizedDesired Settlement: This business should remove discontinue any services provided illegally under my name and personal information. This business should in no way affect my credit score and should no longer contact me regarding this illegal activation of services.

Business

Response:

June 24, 2015

Revdex.com of Western Pennsylvania

Attn[redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

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

For background, please note this account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of the sales transaction took place directly with [redacted]; Guardian was not present during the sales transaction or system installation. [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] business.

Our records indicate an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in the name of “[redacted] Bible Bookstore” and dated February 28, 2013 bears the signature of “[redacted]. [redacted].”

Ms. [redacted] has asserted that the signature found on the Agreement was executed by a third party without her permission or knowledge. Upon receipt of your letter, Guardian spoke with Ms. [redacted]’ father, Mr. [redacted], Jr., who stated the monitored premises belongs to him and all responsibility for the account should belong to him as well. Mr. [redacted] further expressed that the account never should have been created in his daughter’s name.

Based on the above information and at the request of the parties, Guardian has made arrangements to transfer the account responsibility to Mr. [redacted]. Upon receipt of the executed documentation authorizing the change, Guardian will remove Ms. [redacted]’ from the account and she will be released from all responsibility and obligation. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I have been a customer of Guardian Protection since 1999. On August 23, 2011 I upgraded my system to a [redacted] and my system has malfunctioned since the installation date. While I have paid for a few service calls Guardian bait and switch me on my contract where they did not provide plain language contractual details that my [redacted] System was using [redacted]. I learned that after several service calls 3 years into the contract. Understand while other competitors are charging more than a fraction of the cost I not only had to pay for parts in excess of $645.00 none of these [redacted] parts required a Translator to the [redacted] System. Pardon but is it me I am more than 4k knee deep into paying Guardian Protection and it took 3 years to marginally get my system up to par but yet they still want to be paid $78.55 monthly with a mere 2-3 months credit. The Customer Service Agents would telling me it was programming and all I had to do was enter my security code with various #'s and it would delay the beeping for a few hours so my family could get some sleep or they would tell me to shut down the system altogether remember I am their 4k customer. Pardon me but was the idea of getting a home security system was to have me and family protected and mind you I registered my system with the local law enforcement authorities to only have false alarms and had to pay fees because my system translator for my [redacted] System.Desired Settlement: A desired settlement would be 3 years credit of service or credit for any monies paid intially at contract commencement. A reduced billing for the end of the contractual term by 50%. Any and all future upgrades complimentary since I have been a customer for almost 15 years.

Business

Response:

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

Ms. [redacted]s’ letter expresses dissatisfaction regarding issues with equipment subsequent to the upgrade of her security system. Upon receipt of your letter, Guardian contacted Ms. [redacted]s to discuss her concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to apply the following credits to Ms. [redacted]s’ account:

1) $200 towards the cost of the equipment installed during the upgrade;

2) $10.06 for batteries recently replaced in a bedroom window contact;

3) $25 for the co-pay assessed for recent onsite service;

4) $78.55 for one month of monitoring service; and

5) $115 representing a lump sum credit of $5/month for the remaining 23 months of Ms. [redacted]s’ Agreement.

The above credits were applied to Ms. [redacted]s’ account on October 22, 2014. Ms. [redacted]s has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: The dealer sales represented lied to me and forged my initials on a new 5 year contract. I was already under contract with another company and this sales person said Guardina was taking over.My daughter has called Guardian many times and sent complaint to dealer ([redacted]). Guardian will not cancel the contract. I am now under two alarm contracts.Desired Settlement: cancel the contract and refund my money (since January, 2014)

Business

Response:

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

For background, 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]. Guardian was not present during any aspect of the sales transaction with 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] business.

Upon receipt of the subject complaint, Guardian immediately notified [redacted] of Ms. [redacted]’s concerns. [redacted] is a respected firm and has agreed to accept Ms. [redacted]’s request to cancel her account and discontinue 24-hour monitoring and related services. Upon receiving written confirmation of Ms. [redacted]’s request to cancel, Guardian will issue a refund to Ms. [redacted] in the amount of $399.50 for monitoring payments made to date and will cancel Ms. [redacted]’s account. Please note that upon cancellation of monitoring services, Guardian will no longer respond to any signals from Ms. [redacted]’s system.

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

Sincerely,

[redacted], Manager

Dealer Operations

Review: "Snuck a contract" in on us when we went to the ** home studio and were purchasing our home. We were unaware of the fact we were signing a 5 year contract with this "home security system" scam company they slipped it in on us when we were building ou home with ** Homes. Also, we have since sold that home and they will not allow us to get out of the contract even though their "security system" is in a home that we SOLD in 2015 a home located in [redacted] and no longer own and cannot use their security monitoring in our new home in [redacted]. We still are forced to pay about $50/month for absolutely NOTHING BECAUSE OF A CONTRACT THAT WE WERE NOT AWARE WE WERE SIGNING.Desired Settlement: not have to pay for there security monitoring service that we are not recieving anyways. no further bills from this company what so ever!!!!

Business

Response:

April 22, 2016

RE: [redacted] Case #[redacted]

Dear Mrs. [redacted]

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

For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in February 2013 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 14, 2013 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.

Mrs. [redacted] asserts in her letter that Guardian “snuck in” a contract during the time of sale. Respectfully, this assertion is false. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mrs. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services. Our records indicate Mr. and Mrs. [redacted]’s system was installed and activated on May 1, 2013.

In March 15, 2016 with twenty-seven (27) months remaining in the initial term of the Agreement, Mrs. [redacted] informed Guardian that they had moved from the monitored premises. Mrs. [redacted] requested that Guardian contact the new homeowners and inquire if they wished to take over monitoring services. A short while later, Mr. [redacted] contacted Guardian and again stated that the [redacted]s had moved. Guardian’s representative offered to transfer services to the [redacted]’s new home however Mr. [redacted] declined. Guardian’s representative explained that twenty-seven (27) months remained in the initial term of the Agreement and that the [redacted]s were ineligible to cancel absent payment of an early termination fee. Guardian’s representative also explained that the balance of the initial term could be transferred to a friend or family member, or the new homeowners could activate services under a new contract which would relieve the [redacted]s from all remaining obligation. Finally, should the [redacted]s wish to move forward with cancellation, Guardian’s representative offered to reduce the early termination fee by 25% in a genuine effort to assist them. Mr. [redacted] indicated he wished for Guardian to reach out to the new homeowners before making a decision. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative offered in good faith to accept a 50% reduction to the early termination fee in the amount of $560 to cancel the account. Mrs. [redacted] accepted and remitted payment of the early termination fee on April 18, 2016.

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

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Review: I have POA for my parent's financial and health affairs. In May, 2013 they moved from their property at [redacted] into a nearby Assisted Living facility. At that time I contacted Guardian to determine if the alarm system could be rewired to a cell phone. They told me I would have to sign a 5 year contract. I declined and asked that the account be closed. We soon started receiving notices of a delinquent account via my parent's mail. However, there has never been a paper bill sent to their address or mine, no email bill, and no bank bill pay notices. I sent a total of $422.91 in 3 payments of $140.97 each on 3/11/14, 11/04/13, 9/30/13. The property was sold May 1, 2014. At that time I faxed a copy of the sale of the property and requested they cancel the contract. I have requested a copy of the signed contract by phone with a representative, via fax and via written request in the mail. I have not received this. As I do not have any evidence of the terms of the contract, and I have never received a bill, and my requests to get a copy of the contract have gone unanswered, I am concerned that my parents may be on the line for more than they owe. In a letter dated June 3, 2014, Guardian states my parents have 10 months remaining on the contract. I would simply like to have a copy of that signed contract since I have never received a bill or account statement with payment history on it.I should add that at the time my parents moved, my mother had been diagnosed with Alzheimer's Disease and my father is in frail health with a diagnosis of mild cognitive decline - or old age dementia. I am concerned about how the contract was described to them and under what circumstances he renewed any such contract.I have just now sent another written request - mailed with proof of service - asking for a copy of the contract.Please advise or lend assistance in resolving this matter.Thank youDesired Settlement: A want a copy of the signed contract and an account payment summary for the entirety of the service since it began until present. Once I received that, I would consider a settlement of half the amount Guardian currently indicates my parents owe - which is $469.90.

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].

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. Ms. [redacted] was unavailable but Guardian did speak with Mr. [redacted]. Guardian apologized that the [redacted] had not previously received a copy of the contract and confirmed that a copy had been mailed to them on June 2, 2014 pursuant to their request. Guardian’s representative forwarded another copy of the contract to Ms. [redacted] via email on July 1, 2014. Guardian also provided Ms. [redacted] with a copy of the payment summary via email on July 1, 2014.

Ms. [redacted] has requested that Guardian accept one-half the final balance due to cancel the subject account. In order to bring swift resolution to this matter and in good faith Guardian has agreed to Ms. [redacted]’ proposal. Upon receipt of payment of $234.95, Guardian will cancel the subject account immediately. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian apologizes to Ms. [redacted] and her parents for any confusion or inconvenience related to this matter.

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

Sincerely,

[redacted], Director

Account Management Department

Review: My wife and I recently retired from the Military after twenty-two years of service. Prior to our retirement, we decided to have a home built to reside. After we made our decision on a builder, we meet with a representative from the design center. While at the design center my wife and I were given a presentation from a Guardian Specialist. During his presentation, he stated we would be responsible for the installation fee ($328.00) and monitoring fee. The base package price for the system was $0.00 (This is written in the contract). After our home was built, Guardian gave me a call to set up an appointment to activate the monitoring service. On the day of the appointment, I asked the tech would it be possible to upgrade the system from keypads to flat panels and add motion detection upstairs. He told me I would have to call Guardian in that respect. I told him not to activate the system until I had a confirmation from Guardian stating I could upgrade. I contacted Guardian that day and was told there was nothing they could do. So, basically I was stuck with what I had. Therefore, I decided not to have the system activated if I couldnt have the system upgrades I desired. Two months pass, I get a letter in the mail stating I owe Guardian $90 dollars for monitoring. Why, I ask? Guardian is not monitoring my home. The system was not activated. My installation fee was paid through my lender. I owe Guardian nothing.Desired Settlement: Monitoring services were never activated. I owe Guardian nothing. My balance should be zero.

Business

Response:

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

For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in February 2014 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home contingent upon activation of 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 15, 2014 for an initial term of sixty (60) months commencing from the date of the activation of services.

After their engagement of Guardian’s services, Mr. and Mrs. [redacted] received three (3) full business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. and Mrs. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. Guardian did not receive Mr. and Mrs. [redacted]’s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided and installed expensive security equipment had Mr. and Mrs[redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.

Mr. [redacted]’s letter expresses that he contacted his Guardian sales representative prior to installation to request an upgrade to the equipment he originally selected and was dissatisfied to learn that his selections could not, in fact, be upgraded as he desired. Upon learning of Mr. [redacted]’s concerns, Guardian conducted a thorough review of its records and Mr. [redacted]’s account. Our records indicate that upon reviewing available products at the time of sale, Mr. and Mrs. [redacted] selected a GE Concord 4 hard-wired security system with hard-wired contacts. Guardian completed the installation of the above-referenced hard-wired system and corresponding devices on June 17, 2014.

The activation of Mr. [redacted]’s security system was scheduled to take place on August 1, 2014. Upon the technician’s arrival, Mr. [redacted] inquired about upgrading equipment to include a touchscreen keypad. The technician informed Mr. [redacted] that he would need to discuss the upgrade with his Guardian sales representative. As such, Mr. [redacted] postponed the activation of his security system until he had spoken with Guardian regarding the upgrade.

On August 4, 2014, Mr. [redacted] discussed the upgrade with a Guardian representative at which time Mr. [redacted] reiterated his desire for a touchscreen keypad. Guardian’s representative explained that the touchscreen keypad is a component of a Simon XT wireless security system and not compatible with the hard-wired Concord 4 system or the hard-wired devices already installed in Mr. [redacted]’s home. Guardian’s representative further explained that in order to upgrade to a touchscreen keypad, Mr. [redacted] would need to purchase new wireless devices and that all hard-wired equipment currently installed in his home would need to be replaced with the aforementioned wireless devices. Guardian provided Mr. [redacted] with pricing information related to replacing the hard-wired devices for wireless devices in order to achieve a touchscreen keypad. After learning the cost associated with swapping out the devices, Mr. [redacted] informed Guardian that he wished to retain the hard-wired system which had already been installed in his residence.

Subsequently, Guardian made several attempts to contact Mr. [redacted] to reschedule the activation of his security system. Guardian reached Mr. [redacted] on September 15, 2014 at which time he expressed that he had engaged an alternative security provider and no longer wished to activate Guardian’s services.

Guardian received no further contact from Mr. [redacted] until October 25, 2014 at which time Mr. [redacted] requested the cancellation of his account. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel his account without payment of an early termination fee. Guardian received the subject complaint shortly thereafter.

Mr. [redacted]’s letter expresses dissatisfaction about receiving billing statements from Guardian as he had not activated 24-hour monitoring services. Respectfully, Guardian incurred significant expense (equipment and labor expenses) to provide and install Mr. [redacted]s system as specified in his Agreement. Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced pursuant to the terms of the Agreement.

Upon receipt of the complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. In a genuine effort to bring swift resolution to this matter, Guardian’s representative offered to accept a drastically reduced early termination fee of $660 (originally more than $2,000 pursuant to the terms of the Agreement) which would allow Guardian to recoup the costs associated with the equipment provided and installed in Mr[redacted]’s residence. Upon receipt of the amount of $660, Mr. [redacted]s account will be cancelled and he will be under no further obligations to Guardian. The above offer shall remain available until close of business on January 12, 2015 after which it will be rescinded. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: My aunt is 94 year old widow who lived by herself until December, 2013. She had [redacted] home security. In March,2013 Guardian Protection Services salesman saw the [redacted] sign in her yard and approached her home. The salesman convinced her to cancel [redacted] and sign a five year contract with Guardian paying by bank draft. My aunt was unable to understand everything about the sales due to her age and mental condition. In December, 2013 her doctor told her she was unable to take care of herself and I moved her into an assisted living facility. I was taking care of her business by canceling her newspaper, telephone and all other services to her residence. I notified Guardian Protection Services of my aunt's circumstances. I have spoken to several people with Guardian ([redacted]). I have explained my aunt circumstances about her not living in her home and that all services are disconnected from her home. I was told that it is my aunt's responsibility to have a telephone line and that even though Guardian cannot provide security services that they will still take the money from her bank account for the next five years. I have tried every avenue to explain my aunt's health and financial circumstances living in an assisted living facility to Guardian. They have told me that she is obligated to her five year contract and they cannot do anything to relieve her problems. I feel that Guardian has taken advantage of a 93 year old widow who was unable to understand what she was signing by selling her a five year contract and having the money taken out of her bank account by bank draft. Nowhere on her contract that we have says anything about a five year contract or is there a date on the contract. I have her pink copy of the contract but Guardian says that there are other forms that she signed. They may have but all she was given was the pink copy I have in my possession. I feel from talking to all the people at Guardian that this is a common sales practice of Guardian.Desired Settlement: For your information to share with other senior citizen consumers in hopes that they will be very careful dealing with Guardian Protection Services and understanding what they are signing.

Business

Response:

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

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

Upon receipt of the subject complaint, Guardian immediately notified [redacted] of Mr. [redacted]’s concerns. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’s account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Ms. [redacted]’s system. Additionally, Ms. [redacted] will receive no further billing statements from Guardian. Should Mr. [redacted] have any further questions related to the sales transaction with [redacted], he may reach them directly at: [redacted]

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

Sincerely,

[redacted], Manager

Dealer Division

Consumer

Response:

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

Review: My wife, [redacted], signed a One Year contract with Guardian Protection Services and they are now claiming that it was a Five Year contract. We are questioning the authenticity of the company and we are claiming fraud because the signature is a copy and paste of all capital letters and my wife did not sign her name that way-she signed it in cursive writing. They will not let us get out of the contract without paying the full amount for 5 years, which we never agreed upon in the contract we signed. They manipulated the contract to say what they wanted it to say and we have read reviews of several others who have had the exact same problem. This is a big deal, not a small issue.Desired Settlement: There should be way to get out of the contract without paying 5 years worth of service. We want to resolve this outside of courts but if necessary, we will have to bring a lawyer in to the picture to resolve this.

Business

Response:

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

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

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Upon receipt of Mr. [redacted]’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] reiterated that Mr. and Mrs. [redacted] knowingly and willfully entered into the Monitoring Agreement (“Agreement”) with their firm on September 11, 2012 and referenced the front side of the Agreement which designates the following: “The initial term for service will begin on September 11, 2012 and will end on September 10, 2017”. [redacted] also pointed out that the reverse side of Mr. [redacted]’s Agreement designates provisions and fees related to early termination of the Agreement prior to the end of its initial term. [redacted] informed Guardian that a copy of the Agreement was provided to Mr. and Mrs. [redacted] immediately upon their engagement of services and that Mr. and Mrs. [redacted] acknowledged their right to review the transaction and terminate the Agreement within three business days with no further obligation had they desired to do so. Because the [redacted]s did not exercise the termination of the Agreement, [redacted] incurred expenses to fulfill its obligations as set forth in the Agreement.

Mr. [redacted] has expressed concern related to the authenticity of the electronic signature found on his Agreement with [redacted] in that the signature appears on the Agreement in capital letters and not in cursive writing. Guardian has relayed this concern to [redacted] who has confirmed that Mr. and Mrs. [redacted] viewed and executed the document electronically. As such, it would not appear as an exact signature replica on the final document. On behalf of [redacted], Guardian apologizes for any confusion.

Upon learning of Mr. [redacted]’s concerns, [redacted] authorized a 12-month reduction of the initial term of the [redacted]s’ Agreement. [redacted] also authorized a credit to the [redacted]s’ account equal to one month of monitoring services. Mr. [redacted] has expressed his satisfaction with this resolution.

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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I first got Guardian Protection in 2009 or 2010 when I lived in [redacted]. The company was able to come out within a day or two and install the alarm system with no problem or wait. In 2013 I moved to [redacted]. The company told me that they would have to call another company to install and that it would be about a month until everything was worked out. During this time, I continued to pay my monthly payment of $43.25 even though it was the company's fault I did not currently have an alarm system. So I waited the month or so. In 2014 I married my husband, whose is active military, and moved into different housing. I called guardian protection and again they told me it would be a month or so before the alarm system could be set up in the new house but I was required to still pay my monthly installments. During this time, we had had 3 break-in in the neighborhood and I called Guardian again to see if they could speed up the process or how I could get out of my contract. They told me the same thing as before. I ended up having to get an alarm system through a different company who was able to install it the same day because I was scared for my safety, especially due to the fact of being a military family and being on high alert status.Desired Settlement: I would like a refund since they were not able to give me what I had asked for. Or atleast out of my contract. I am currently paying $43.25 a month and I dont even have an alarm system through the company because they cannot provide me one in a reasonable time frame and I was not told that when I signed my contract.

Business

Response:

June 1, 2015

Re: [redacted] - Complaint #[redacted]



Dear Ms. [redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Ms. [redacted] for her business as well as her husband’s military service to protect our nation.

Guardian extends its apology to Ms. [redacted] that her security system could not be relocated in a more suitable timeframe. Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor handling the relocation who assured Guardian that Ms. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to her concerns to which Ms. [redacted] has expressed her complete satisfaction. Again, Guardian sincerely apologizes to Ms. [redacted] for her recent experiences.

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

Sincerely,

[redacted], Director

Account Management Department