Guardian Protection Services Inc

Review: In June of 2012 I had an appointment with a sales representative of Guardian Protection Services, at my request, regarding security services. I was living in [redacted]). At the time of my appointment, prior to signing a service agreement, I spoke to the salesman about a move we were anticipating later in the year. I confirmed that Guardian could provide services in Ohio and asked about what fees would be required to establish service at our new residence. I did not want to pay to have a system installed in our home in [redacted] since we were moving to Ohio later in the year. The salesman told me that Guardian would install the same exact system into our new home when we moved at no additional charge. I mentioned that we would be renting initially and thus would move a couple of times after relocating to Ohio and he said that they would continue to install the system "no matter how many times we moved". In light of this information I signed the service agreement. We proceeded to have a system installed in our home in [redacted] and paid approximately $500 for this new system in addition to the monthly fees for monitoring. In October of 2012 I contacted Guardian to arrange for the system to be installed in our new home in Ohio and for monitoring services to be moved to Ohio. I was told by a customer service manager, [redacted], that we would be required to again pay for installation fees in order to have the system installed in our new home. When I told [redacted] about my conversation with the salesman, she told me that she had no way of knowing if I was being honest and insisted that they could not install the system in my new home without charging additional fees. I was very upset by this but agreed that when I got to Ohio I would evaluate the new home and its existing security system to see if perhaps Guardian could just take over the existing security system without installing a new one. When I arrived in Ohio, I discovered that the existing security system was based on motion sensors which would not be suitable for our purposes and in no way similar to the system we had in Maryland. I contacted Guardian via letter on 2/22/13 to notify them that the existing system would not be suitable. I had decided that I didn't want to do business any longer with Guardian as I felt that they had misled me into signing a contract. Their sales representative flat out lied to me to get me to sign the contract and I didn't want to be bound to them for several years. I asked them to cancel the contract as a result of their misrepresentation. I told them that I would file a complaint with the Attorney General if they were not willing to resolve this issue as I had requested. Guardian responded that they would now install a new system in our home in Ohio at no charge. They additionally indicated that they had not discontinued monitoring services to my home in Maryland (which at that time had not yet been sold). They added that they would only do a new installation one time and would not do it again should we move. As I noted before, the home we moved to in Ohio is a rental. We intend on moving again after buying another home this fall. I would be in the same situation in six months as I am right now. Guardian was aware of this and still would not honor the promises of its representative. Additionally, when I spoke to [redacted] in October she was made well aware that service was no longer need in Maryland and yet they still continue to provide monitoring. I wrote them on April 7, 2013 letting them know that the only acceptable resolution would be for them to cancel the contract and told them yet again to discontinue monitoring services. At this time I have not gotten a response to my last letter and am receiving collection phone calls. They continue to provide monitoring service to the Maryland home, which I don't even own at present. My only request is to be let out of the contract and discontinue any business dealings with Guardian. I should not have to pay for any monitoring services incurred after October 2012 as they were notified that I was moving. Thank you for your assistance in resolving this headache!Desired Settlement: I would like for my contract to be cancelled and for any charges for monitoring past October 2012 to be eliminated.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of [redacted] complaint. Guardian values the opportunity to respond in hopes of providing additional clarification and facilitating a mutually acceptable resolution.

As expressed in [redacted] complaint, Guardian’s services were engaged on June 25, 2012. The Residential Sales and Monitoring Agreement (“Agreement”) between the parties define the services to be provided, the sixty (60) month initial term of the Agreement, the associated feels and obligations of each party and other such terms and conditions. After the parties executed the Agreement, [redacted] was provided three full business days to consider her transaction and related documents and cancel it with no further obligation had she desired. The “Notice of Cancellation” form also executed at the time of sale serves to document this three-day period. [redacted] did not cancel the transaction and therefore Guardian proceeded to fulfill its obligations by installing expensive electronic security equipment in her home and activating 24-hour monitoring and related services. By doing so, please understand that Guardian incurred significant expenses which are intended to be recouped over the initial term of the Agreement period.

[redacted] expressed that Guardian promised to install a system at no charge any time she relocated to a different property. Respectfully, under such a scenario Guardian would continuously be investing in [redacted] properties without an opportunity to recoup such investment which is the reason such a scenario is not offered by Guardian and is not presented as such in the terms of the Agreement. The Agreement specifically states in Section 5, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Four months from the date of the sales transaction on October 17, 2012, [redacted] contacted Guardian to discuss relocation. Pursuant to customary practices, Guardian explained the customer relocation assistance program which normally requires $195 and which covers Guardian’s installation of a new basic system in the customer’s new residence. [redacted] expressed discontentment and in a sincere effort to resolve the confusion Guardian agreed to waive the customary $195 charge. [redacted] indicated she would evaluate whether an existing system in her new residence could be activated. Guardian made several attempts to reach [redacted] and unfortunately several months passed during which time the billing continued for [redacted] account under her existing Agreement. In February 2013, Guardian again spoke with [redacted] and offered to install an equivalent system to her previous residence at no charge in this instance. [redacted] declined and the complaint was received shortly thereafter.

Guardian has proposed resolutions that are fair and reasonable. Respectfully, it is unreasonable to expect that Guardian would agree to continually incur labor and equipment expenses by installing new security hardware every few months without the opportunity to recover said expenses. It is Guardian’s sincere desire to resolve [redacted] concerns and is willing to do so in a manner that is reasonable and fair to both parties. Guardian has made repeated attempts to reach [redacted] in an effort to discuss this matter directly; however has been unable to speak with her. Guardian has additional proposals for her consideration such as, A) a discounted early termination fee; B) an account freeze until such time she moves to her permanent residence (she is currently in a rental as she awaits relocation to her permanent residence); or C) she may receive her relocation package now to receive services however, upon her relocation to her permanent residence there would be the customary $195 fee for the basic system and as an existing customer any additional security devices will be provided at a discount from retail pricing. As you can see, Guardian cares deeply about working with [redacted] and assisting to reach a resolution that is reasonable and fair. It is Guardian’s hope that [redacted] will return our calls and work with Guardian so we may assist her. Meanwhile, until the matter is closed Guardian is unable to discontinue the billing for her existing account under her existing Agreement.

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 [redacted].

Sincerely,

[redacted], Manager

Customer Service Department

Review: My husband has lost his job and we have absolutely no income. We have been with this company since 20011. They will not let us out of contract. I even told them I would definitly be resigning with them as soon as we get on our feet but they didn't care. We are struggling to put food in our kids mouths and shelter over their heads u think after 5 years of some loyalty to this company they would do something better than a 700+ termination feeDesired Settlement: Just let me out of my contract. I am true to my word and have not shown you otherwise in the past 5 years. When I say I will be back to sign another 5 years with you when we have a stable income you can be sure I will.

Business

Response:

April 22, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of her account.

Our records indicate Ms. [redacted] spoke with a Guardian supervisor on March 15, 2016 regarding her relocation and current financial situation. During that conversation, Guardian’s supervisor offered to place Ms. [redacted]’s account billing in an inactive status for six (6) months with the option to extend the freeze for an additional six (6) months if needed. Guardian presented this offer in a genuine effort to assist Ms. [redacted]. Ms. [redacted] accepted the offer to freeze the account and Guardian forwarded documentation to Ms. [redacted] for her signature. Guardian received the signed documentation from Ms. [redacted] on March 21, 2016.

Regretfully, Ms. [redacted]’s written authorization to place the billing in an inactive status was incorrectly processed by Guardian upon receipt which resulted in a monthly invoice being generated. Guardian apologizes to Ms. [redacted] for the confusion.

Upon receipt of Ms. [redacted]’s complaint, Guardian confirmed that the balance due on the account has been credited and the billing has been placed in an inactive status for six (6) months. Guardian will contact Ms. [redacted] in September 2016 to determine if she is prepared to transfer service or if she requires additional time to get back on her feet.

Again, Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.

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

Sincerely,

Kathleen V[redacted], Director

Account Management Department

Review: I was told by the appointment setter that since I had a gift card for 100 dollars that to get alarm system I would not incur any out pf pocket cost except for monthly billing. When I agreed to get service I was charged 100 for activation and the 100 was used for installation. But I was promised that I would not incur an out of pocket costs.Desired Settlement: I believe that I should get my 100 dollars back or my bill credited. The only reason I agreed to the appointment was because I was told I would not incur an out of pocket costs.

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.

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.

Upon receipt of Mr. [redacted]’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. Upon receipt of the complaint, [redacted] reviewed Mr. [redacted]’s paperwork and could find no reference to a gift card promised at the time of sale. Notwithstanding, [redacted] has informed Guardian that it would be happy to honor any such gift card if Mr. [redacted] can provide them with a copy. Mr. [redacted] may contact [redacted] directly at ###-###-#### with the gift card information.

In the event that Mr. [redacted] does not have a copy of the gift card in his possession, Guardian would be pleased to supply him with a $100 gift card in good faith and in appreciation of his business. Mr. [redacted] may contact me directly at the telephone number listed below and I will be happy to assist him further.

Thank you for informing Guardian of this matter. Should you have any questions, please 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.

Review: In 2013, I had a cold call salesman knock on my door selling home alarm services. My normal response to these types of sales is a flat out 'NO'. But I listened to this gentleman and ultimately signed up for new monitoring service. To my recollection, I signed a 2 year contract. I am unable to find my copy of the information. However, upon calling Guardian earlier this year to inquire about cancelling the contact at the end of a 2 year term, I was informed that I signed a 5 year contract. I was completely surprised at that information and disputed it with the agent. I requested to speak with a supervisor and was informed that no one was available to speak with me and that I needed to leave my information and someone would call me back the following day. As one would expect, the call came in while I was as work. I called back asking to speak to the person that called and again was told that they were not available. I also had to explain my situation to the new agent that answered before they would even try to find a supervisor. I was on hold for about 15 minutes before someone saying they were a supervisor came on the line. I once again had to explain my situation and that I wanted to cancel my service. This individual informed me that I signed a 5 year contract. And to get out of that I would be required to pay the remaining months for an amount over $1000.00. I once again disputed the 5 year contract and the individual said they would send me a copy of the contract, which I never received. But no matter what they say, I never agreed to a 5 year contract. Why would any one signed a 5 year alarm contract. I would not do that. I feel this contract was doctored after I signed it. I asked if there was anything we could do as I fully dispute the contract length, and she said 'NO', that I was responsible for paying. I asked to speak to her manager an was told that no matter who I talked to that no one was going to let me out of this contract. I felt her brashness was very unprofessional and hung up on her! I called back a couple weeks later, had to explain once again, and asked for a supervisor or a up line manager. I just wanted someone to help me find a solution as no one seemed to want to help. Again, I get the well rehearsed customer service speeches, no one can help and someone would have to call me back. I never received another call back.

At this point, I'm over this company. I tried doing the right thing but I feel they are and have been dishonest. No matter what they say I signed, whether they have a copy or not, at this point I really do not care. In reading other complaints on this company, I have not been the only one that has experienced mysterious contact issues. I have paid now for 33 months. And by the way, the system is not even working any longer. They tested it on one of the many calls I had with them. They told me that nothing was reporting wrong on their end and that the error code I gave them was not recognized. But they made it clear that I would have to pay for a service call...no way! How does a company stay in business with bad customer service and snake oil salesmen?!Desired Settlement: I want the contract to be marked 'paid in full' and the service to be discontinued. I do not want any blemish on my credit! I do not want to pay them another dime! I feel that I was swindled here. I did not agree to a 5 year contract. I have paid my part in good faith, even when the system has not worked. I do not want this company to call me! They can send me info through mail or email.

Business

Response:

January 7, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. Cook:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to respond and clarify this matter for all parties.

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

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

As background, Guardian’s records indicate that Ms. [redacted] initially engaged [redacted]’s services on March 27, 2013, as memorialized in the Agreement For Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. A copy of the Agreement is attached hereto for your review. Guardian’s records indicate Ms. [redacted]’s system was installed and activated by [redacted] on March 29, 2013.

Our records indicate that Guardian had no contact with Ms. [redacted] until two (2) years after installation of her security system. On March 24, 2015, Ms. [redacted] contacted Guardian and stated that her system was not working properly. Ms. [redacted] requested the cancellation of her account as a result. Guardian’s representative informed Ms. [redacted] that all monthly test signals were being received by Guardian which would indicate her system was properly communicating all signals. Guardian’s representative offered to schedule a technician to evaluate the system for any issues however Ms. [redacted] declined and reiterated her request to cancel. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement with [redacted] and was ineligible to cancel her account without payment of an early termination fee.

On March 26, 2015, Ms. [redacted] requested the cancellation of her account due to false alarms. Guardian again offered to schedule a technician at no charge to inspect and repair her system, however Ms. [redacted] declined. Guardian’s representative reviewed Ms. [redacted]’s account and explained that Guardian has no record of receiving false alarm signals from her system. Guardian’s representative also explained that Ms. [redacted] remained within the initial term of her Agreement with [redacted] and was ineligible to simply cancel without further payment. Ms. [redacted] disputed the five (5) year term of her Agreement, further asserting that her copy of the Agreement designated a two (2) year term. Guardian’s representative explained that the Agreement on file with Guardian reflects a five (5) year term and requested that Ms. [redacted] forward a copy of her two (2) year Agreement for Guardian to review. Ms. [redacted] stated she did not possess a copy of the Agreement.

Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Ms. [redacted]’s letter expresses concern that her system is not working properly. Please note, Guardian’s records reflect that all monthly test signals from Ms. [redacted]’s system are being received at the designated time which would indicate Ms. [redacted]’s system is properly transmitting signals. Ms. [redacted] has also expressed concern regarding false alarm events from her system however Guardian has no record of receiving false alarm signals from Ms. [redacted]’s residence. Guardian has on several occasions offered to send a technician to Ms. [redacted]’s residence at no charge to her. Regretfully, Ms. [redacted] has declined all offers of assistance. Guardian’s offer to send a technician at no charge to inspect and make any necessary repairs to Ms. [redacted]’s system remains available to her should she so desire.

Respectfully, Guardian is unable to cancel Ms. [redacted]’s Agreement with [redacted] without further payment as she has requested. Guardian’s records indicate Ms. [redacted] knowingly and willfully executed a five (5) year Agreement with [redacted]. Should Ms. [redacted] locate a copy of her Agreement bearing a two (2) year term, Guardian would be happy to forward that document to [redacted] for review.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

Review: I Cancelled service with this company and they have continued to bill me two additional months after I cancelled, Now the company is stated to me that they will not stop billing me until I pay a past due balance of 59.00. I currently have another security system in my home I am no longer being monitored by this business I have asked that they send me the bill so that it could be paid instead they billed me for August and September which was 39.99 each month, They would have been paid off had they stop the payments and sent me a bill. Instead they refused to stop billing me until they received a payment of 59.00. I paid 79.98 when they billed me for two months and another agency was protecting my home. In July of 2015 I faxed this company a copy of my contract this service stared in 2010 and we were no longer in the contract period which implied I could end services at anytime which I did in July 2015.Desired Settlement: I would like for the company to show that we have paid in full considering we paid for two month of service that they were not our alarm company because we now have [redacted] monitoring our home. And stop trying to take monthly deductions from my bank account I have stopped all payments sense you all have refused.

Business

Response:

October 21, 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 Mr. [redacted]’ concerns.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’ account including all telephone interactions. (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 Mrs. [redacted] contacted Guardian in July 2015 to request the cancellation of the account in order to engage an alternate security provider. Guardian’s representative informed Mr. and Mrs. [redacted] that a thirty (30) day written cancellation notice was required. Guardian also informed Mr. and Mrs. [redacted] that their account reflected a balance due of $59.99 for which payment was required.

Guardian subsequently left seven (7) voicemail messages for Mr. and Mrs. [redacted] to follow up regarding the written authorization required to cancel their account. Guardian received no contact from Mr. or Mrs. [redacted] until September 10, 2015 at which time Mrs. [redacted] disputed the balance due on the account. Guardian received no further contact from Mr. and Mrs. [redacted] until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Mr. and Mrs. [redacted] and obtained the written authorization to cancel their account. Accordingly, the account was cancelled effective October 16, 2015. Additionally, in good faith, Guardian waived the balance due on the account. Mr. and Mrs. [redacted] have expressed their satisfaction with this resolution.

Guardian apologizes to Mr. and Mrs. [redacted] for any confusion related to the cancellation process. Guardian regrets losing them as valued customers and hope that they will consider using Guardian again in the future.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: We have used Guardian for many years. About a year ago we upgraded our service. During the upgrade we were required to sign a new contract (5 year) which we indicated we wanted only a 2 year contract on. We were told the contract would be altered and sent to us. This never happened. Guardian is working to send us a copy of the original contract. Since the upgrade we have received monthly notifications that our system is not working. Every time we call back they ask us to test it and it works properly, yet their system keeps indicating a fault. I have taken a lot of time off of work to accommodate service calls, none of which have fixed the improper installation of the system. The last service call was on Sunday Sept 8th in which a radio transmitter was moved. I received another automated call this morning indicating a secondary problem was present. When I called again this morning I asked Guardian to terminate the contract. I was told that I would have to pay a termination fee and that they were bound legally by the contract to collect this fee. I stated that I felt they had not fulfilled their end of the contract due to faulty installation of the service; and if they were unable to release me from the contract without a termination fee I would contact the Revdex.com to help resolve the problem. Guardian wants another service call to fix yet another problem with the system; and they assume I have any time left to accommodate this. They then suggested I have anyone (a neighbor or friend) over the age of 18 be present to handle the call. I have no family in town other than my wife who is also out of options for a service call, and refuse to ask a friend to take time away from their work to handle my problems.When I have to travel, I do not trust that the system is working properly. I am concerned that the ongoing problems with the system, due to the faulty installation, will result in the loss of security and safety to my family.Desired Settlement: I would like Guardian to recognize that the installation of the service has been faulty from the start of the new contract, and is an ongoing problem. I would like Guardian to recognize that my stress and concern for my family's safety and security has not been addressed since the upgrade. I would like Guardian to offer me a termination of our contract without a termination fee, before I feel like I have to enter into litigation.

Business

Response:

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

Mr. [redacted] letter indicates he has experienced ongoing issues with his security system since upgrading his equipment in 2012. As background, the issues noted by Mr. [redacted] are related to the cellular transmitter device and are due to environmental conditions that are not controllable by Guardian or by Mr. [redacted]. The digital cellular alarm transmitter utilizes cellular data channels. Anytime the cellular data signal became weak to the point that alarm signal transmission was compromised, it generated a trouble alert whereby Mr. [redacted] was notified. Guardian attempted to obtain sufficient and reliable signal from the nearest cellular tower by relocating equipment in Mr. [redacted]’s residence. Unfortunately, sufficient signal strength was not available due to environmental factors (foot hills, cellular tower proximity, etc.) that are uncontrollable.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. [redacted]’s concerns to which he has expressed his complete satisfaction. Guardian apologizes to Mr. [redacted] for any inconvenience and/or frustration related to the above issues.

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

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

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

Review: During a service agreement with Guardian Protection Services the local monitoring unit began to alarm and fail to communicate with the central security server. The continual beeping by the head unit was very distracting and interfered with activities of daily living that impacted personal, social and work life activities. Despite multiple phone calls to customer service and despite replacing all the batteries as directed the unit failed to communicate. Multiple calls to customer service supervisors failed to produce a technician to come to fix the problem. The regular beeping continued for nearly two months despite multiple phone calls to address the issue. Finally we were forced to disconnect the head unit so we could have uninterrupted sleep. The customer service department completely failed to resolve the issue despite "promises" to fix it. After 5 months of a lack of service I received a notice letter demanding payment in full of the contract for early termination. I advised them that they have violated the terms of the agreement in regard to their provision of a service as evidenced by the lack of monitoring for several months. Phone calls were received, not from customer service but from the billing department. At no point did customer service contact me to actually repair the issue. Over the past two months I have called and specifically requested a supervisor who could handle the issue. Instead of resolution I was passed multiple times through multiple "supervisors" of departments who stated they could not handle my issue and that all they could offer was to transfer me. Finally I came to speak with the customer service "specialist." She was reportedly able to handle my issue. She insisted that they now wanted to send someone out after 5 months of asking and that I was required to pay my full contract. They violated the agreement therefore the contract was terminated 4 months ago. Their threats lack contractual obligation as they failed to provide an agreed service.Desired Settlement: Guardian Protection Services has failed to provide a service. Despite their failure of a stated contractual obligation they continue to threaten me with collections which will adversely impact my financial situation. I have two additional contracts with the company which I have paid faithfully despite the complete lack of service. Therefore I request that you assist in the termination of this contract without further financial obligation from me in any way from July of 2013 forward.

Business

Response:

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

Mr. [redacted]’s letter expresses concern regarding issues with security equipment in his home and the delay in scheduling service to conduct repairs. Guardian recognizes that a delay occurred and sincerely apologizes to Mr. [redacted] for any inconvenience or confusion. Upon receipt of your letter, Guardian contacted Mr. [redacted] and, as a result, the parties have reached a mutually agreeable resolution to his concerns. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as a customer and greatly appreciates the opportunity to continue providing him with his security services.

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: Installed security system for elderly parents who had no understanding how system worked and continued billing their account even after they called to say system was inoperative because they had no phone service and did not have password to cancel. Try to sell different system. They sent password to me via mail and continued to say it was incorrect and would not cancel. Finally got loyalty depth who would only cancel with proof of my parents docs even though they spoke with [redacted] to cancel but had no trouble installing on his say.Desired Settlement: Not to take advantage of elderly

Business

Response:

July 8, 2015

Revdex.com of Western Pennsylvania

Attn: [redacted]

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing her concerns.

While Ms. [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. The subject account is among those for which Guardian provides these services. The subject sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]’s father, 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.

Ms. [redacted] indicates in her complaint that she wishes to cancel Mr. [redacted]’s account as he no longer resides at the monitored premises. Our records indicate Ms. [redacted] contacted Guardian on June 25, 2015 to make such request. Our records also indicate this was the first that Guardian became aware that Mr. [redacted] no longer lived in the premises or wished to cancel the account. Unfortunately, when Ms. [redacted] made the cancellation request she was unable to provide Mr. [redacted]’s security password and therefore no changes were made to the account. In a genuine effort to assist Ms. [redacted], Guardian’s representative informed her that the account cancellation could be processed upon Guardian’s receipt of a copy of the Power of Attorney for Mr. [redacted]. Guardian received the subject complaint shortly thereafter.

Guardian understands Ms. [redacted]’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Mr. [redacted].

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss this matter directly. Pursuant to that conversation, Ms. [redacted] provided Guardian with a copy of the Power of Attorney for Mr. [redacted]. As such, Guardian has agreed to process the cancellation of Mr. [redacted]’s account effective July 13, 2015. Ms. [redacted] has expressed her complete satisfaction with this resolution.

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

Sincerely,



[redacted] Manager

Customer Service Department

Consumer

Response:

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

Regards,

Review: After being a loyal customer of Guardian protection Systems, I negotiated the relocation of my service to my new residence in Oviedo, FL. The tech/company sent for the installation, [redacted] is his name and company owner was:Rude, disrespectful, arrogant, did not listen to my technical issues, and treated me in a way that I felt discriminated (I am Hispanic and speak English with a strong accent). He kept reiterating that he has been in the business for 23 years. For example, I was trying to open my window treatment just installed and he in a very rude and disrespectful way told me that he has 23 years in this business (once again!), I told him that this is my home and I have to care for my stuff.The more I tried to explain to him my concerns as a homeowner the more he insisted in reiterating that he has been in the business for 23 years and all in a very rude, disrespectful, arrogant, discriminating (talking to me like if I was his employee and not his customer) and worse than anything NOT LISTENING for a second, he just wanted to get his installation done no matter what.I was trying to explain to him my situation: I just move to a new construction home, I asked him to please first of all do a technical evaluation to determine if he has all the devices he needed for the installation because if for whatever reason he did not have everything I was not going to be able to pay for any additional devices since I just had a baby and have a tight budget. My objective was for him to let me know BEFORE any costs were incurred because I did not want to end up with an unexpected bill. There was no way for me to get my message across because he kept reminding my his 23 years of experience and treating me like I was his employee making me feel discriminated.It came to the point where I could not take it anymore and I kindly and respectfully asked him to leave my house immediately to what he seemed to resist and he continued to work. I kindly told him that I could no longer tolerate his attitude and that he was not welcome in my home. I then had to get ready to call the police to get him out of my house as he was not taking me seriously. He finally understood and started packing and finally left w/o the need of the police.This guy does not deserve to be in business especially dealing with homeowners and customers. This individual does not show any respect for customers or for that matter for a human being period.This individual has no manners and I would never trust him working in my house where my baby and wife are by themselves.Desired Settlement: Cancel my contract with no charges, I no longer trust Guardian Protection because they do not know how to choose their sub-contractors.

Business

Response:

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

Guardian is concerned with Mr. [redacted]’s expressed discontentment relating to the interaction with the subcontractor performing the installation of his security system. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. Guardian’s research into this matter is continuing. Guardian apologizes to Mr. [redacted] for any misunderstanding or inconvenience.

Upon receipt of your letter, Guardian contacted Mr. [redacted] and agreed to release him from all further obligation. Mr. [redacted]’s account has been cancelled and he will receive no further billing statements from Guardian. On behalf of Guardian, I would like to wish Mr. [redacted] the best and express Guardian’s thanks for the opportunity to serve his security needs.

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

Sincerely,

[redacted], Director

Account Management Department

Review: The vendor has consistently been missing our scheduled service appointment--more specifically, three times--in the last month and a half to ensure we have up-to-date service considering we have members in the household who identify as deaf and hard-of-hearing. While they have accommodated our needs, a month ago we requested an additional service with the installation of a keypad. Scheduling ensued. Their scheduling approach is understandable, because I, the customer, understand they provide a window time frame for which the services are rendered and free up my schedule to allow them to perform their services. However, for the past two rescheduled appointments, the technician has failed to arrive in the designated time frame and expected to continue to wait when I had prior commitments.

Therefore on Saturday, March 26--after the missed scheduled service, I became concerned and called customer service to complain and they apologized and expect me to reschedule once more which was further out in time. I found this very unacceptable, and pointed out that I reserve the right to rescind the contract service agreement because they were not fulfilling their end of the terms. The customer service representative reassured me that this complaint would be appropriately handled and I would get a call back on Monday, March 28 when a solution was made. Unfortunately for the past week, I did not receive a single call as I was promised over the phone or at least an update.Desired Settlement: I would like Guardian Protection Service to contact me regarding the complaint made on March 26, and discuss possible solutions. The solutions must entail service that accommodates my schedule at no additional cost.

Thank you for your time.

Business

Response:

April 18, 2016

RE: [redacted] Complaint ID #[redacted]



Dear Ms. [redacted]:

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

Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience related to onsite service and the technician’s arrival time. Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] and confirmed that onsite service has been rescheduled to take place on Saturday, April 30, 2016. Additionally, in a gesture of apology, Guardian has applied a credit to Mr. [redacted]s account equal to three (3) months of monitoring fees. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.

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

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Consumer

Response:

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

Review: About a year ago I signed a contract with Guardian Protection Services. At the time I knew I would be moving soon, and I asked the representative if I was going to be able to transfer the same service to the new home and his response was YES. Today I contacted them to transfer the service and the representative told me I had to signed up for a new 3 year contract in order to transfer the service. She never appologized for the misleaded information. My husband contacted them a couple hours later and he was told he had to sign up for a new 4 year contract and that it would only cover the alarm panel and the doors; excluding all the windows. My contract now includes all the windows and doors and the said the most they can do is give me a discount of $35 per window.I am very unhappy with the service and I let them know that and they never even appologized. All I want is for them to follow through with the original agreement. In other word, I want to transfer the same service to my new home which includes all windows, doors, and alarm panel without having to sign another contranct.Desired Settlement: All I want is for them to follow through with the original agreement. In other word, I want to transfer the same service to my new home which includes all windows, doors, and alarm panel without having to sign another contranct.

Business

Response:

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]’s concerns.

For background, our records indicate 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. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. 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 Ms. [redacted]’s initial sales transaction with [redacted] occurred on November 9, 2013 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s monitoring services. The initial term of the Agreement is designated as thirty-six (36) months. Pursuant to the transaction and Agreement terms, Ms. [redacted]’s system was installed and 24-hour monitoring services activated by [redacted] on November 9, 2013.

On January 8, 2015 with twenty-two (22) months left in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home. Guardian’s representative explained to Ms. [redacted] that Guardian could install a base package in her new home for an installation fee of $100 in exchange for a new thirty-six (36) month agreement, or at no charge in exchange for a new forty-eight (48) month agreement. Ms. [redacted] disputed the requirement to execute a new agreement and stated she wished to install a new system at no cost for the remaining time in her initial term. Guardian’s representative explained that Guardian had not been provided the opportunity to recoup the investment made in her previous home and was therefore unable to provide and install additional security equipment at no charge. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. [redacted] from her remaining obligation. Ms. [redacted] indicated that the tenants had elected to activate services through an alternate security provider and inquired about cancelling the account. Guardian’s representative provided Ms. [redacted] with the early termination fee information at her request. Ms. [redacted] wished to discuss the options with her husband and contact Guardian with a decision.

Shortly thereafter, Mr. [redacted] contacted Guardian and inquired if he could remove the equipment from the former home and self-install the equipment in the new residence. Guardian’s representative explained that removing the equipment would void any warranty and as such Guardian does not recommend such actions. Guardian’s representative reiterated the offers made to Ms. [redacted] to install a new base package for an installation fee of $100 in exchange for a new thirty-six (36) month agreement or at no charge in exchange for a new forty-eight (48) month agreement. Guardian’s representative also provided pricing information for any additional devices Mr. and Ms. [redacted] may wish to purchase. Mr. [redacted] declined the offers presented to him and requested the equivalent of his current system be installed in his new home without the requirement of a new contract. Guardian’s representative respectfully explained that Guardian is unable to comply with Mr. [redacted]’s request. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to offer another system at no charge for only the twenty-two (22) months remaining in her Agreement term. Guardian’s representative further explained that Ms. [redacted]’s previous system, which consisted of three (3) door contacts, eleven (11) window contacts and one (1) motion sensor, was provided for a $99 installation fee because Guardian expected to receive thirty-six (36) monthly payments of $47.99. As Ms. [redacted] has only remitted fourteen (14) payments to date, Guardian has not recouped that investment.

Guardian’s representative also explained to Ms. [redacted] that the terms of her Agreement do not provide that Guardian will transfer services at no charge and without a new agreement however Guardian offers a relocation program in a genuine effort to assist customers in fulfilling their obligations under the Agreement. Ms. [redacted] reiterated the request to remove and self-install the equipment from her former residence. Guardian’s representative explained that doing so would void the warranty until the devices are tested back in after installation. Ms. [redacted] then requested that Guardian remove the equipment on her behalf, however Guardian’s representative explained that is not a service we provide.

Ms. [redacted] requested five (5) window contacts in addition to the equipment provided in the base package. Guardian’s representative provided a discounted price of $35/per contact. Should Ms. [redacted] wish to remove the previous equipment, Guardian’s representative offered to schedule a technician to install the equipment at the new home for a $495 installation fee in exchange for a new twenty-two (22) month agreement (the remaining term of her current Agreement.) Alternatively, Guardian will install the previous equipment for a $100 installation fee in exchange for a new thirty-six (36) month Agreement. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, Guardian offered to accept a discounted early termination fee in the amount of $791.80 (originally $1,055.78). Ms. [redacted] expressed that she wished to consider the offers and would contact Guardian at a later date.

Guardian believes the above offers to be fair and reasonable and is hopeful Ms. [redacted] will concur. Guardian’s offer to relocate services shall be extended until close of business on February 16, 2015 after which it will be rescinded.

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

Sincerely,

[redacted], Director

Account Management Department

Review: We purchased a [redacted] in March 2010. We added a home security system with Guardian. We were told by our sales representative, [redacted], that the term would be for 36 months. We signed an agreement on 9/23/2009. We moved from this home on 9/11/2014 and called to cancel the monitoring. We were sent a cancellation by [redacted]. We informed him that we may continue service, but were unsure at the time. He said that was no problem. Our credit card was charged in October for our monthly monitoring fee. I called Guardian to see why we were still being charged for monitoring. It was only then that we were told by Rick that we had signed a 5-year agreement and we had to continue paying for the next 7 months. It was very deceitful for Guardian to tell us it was a 3-year term and then have us sign a 5-year term contract. In the process of buying a home, you are asked to sign a multitude of papers, and this one slipped through the cracks. As we no longer live in the [redacted], I think it is unfair for us to continue paying for a monitoring service we no longer use. I would like for Guardian to waive the remainder of the term and have our service end as of 9/11/2014.Desired Settlement: Waive 60-month monitoring term and end contract as of 9/11/2014

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint to your office. Guardian values the opportunity to provide response and facilitate resolution of her concerns.

For background, please note that Mr. and Ms. [redacted] originally met with Guardian in September 2009 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 Ms. [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 Ms. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 23, 2009. The initial term of the Agreement was clearly designated as a period of sixty (60) months. Mr. and Ms. [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 Ms. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.

Additionally, during the sales process Mr. and Ms. [redacted] were provided with three (3) 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 Ms. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Mr. and Ms. [redacted] did not cancel their transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating their system and 24-hour monitoring services. Mr. and Ms. [redacted]’s system was installed and activated on May 5, 2010.

On September 11, 2014 with eight (8) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and expressed interest in activating the existing security system in her new home. Ms. [redacted] expressed that she would gather further information regarding the existing security system and contact Guardian so that the transfer of services could be coordinated.

On October 10, 2014, Ms. [redacted] contacted Guardian to dispute an invoice received for monthly monitoring fees. Guardian’s representative explained that the initial term of Ms. [redacted]’s Agreement had not yet been satisfied and that billing would continue until the term expired. Alternatively, Ms. [redacted] may remit an early termination fee to cancel her account immediately. Guardian’s representative reiterated the previous offer to activate the existing security system in Ms. [redacted]’s new home however Ms. [redacted] declined and stated she would contact the new tenants to inquire if they wished to activate services under a new agreement. Guardian received the subject complaint shortly thereafter.

Ms. [redacted] has expressed, “I think it is unfair for us to continue paying for a monitoring service we no longer use.” It is important to note that the [redacted]s’ relocation from the monitored premises did not alter their legal obligation pursuant to the terms of their Agreement, which specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”

Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to facilitate resolution of her concerns. While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. and Ms. [redacted]’s Agreement, in good faith Guardian agreed to accommodate Ms. [redacted]’s request to cancel her account without further payment. Ms. [redacted]’s account was cancelled effective October 17, 2014 and she will receive no further billing statements from Guardians. Ms. [redacted] has expressed her satisfaction with this resolution.

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

Sincerely,

[redacted], Director

Account Management Department

Review: We had recently had a break in at our home while we were sleeping. Our home was prewired with Guardian equipment so the day after the break in, we called to have them start monitoring our home. [redacted] was the salesman and gave us a list of options that we could choose from. We chose the basic service, as we had a baby on the way and wanted to just make sure that we were protected. Fran had us sign the contract "here, here, and here" and while I understand that we should have read the contract entirely, we were still dealing with the shock and fear of the break in that we just wanted to sign and get it all started. Never did he mention that we were signing a 60 month contract. There is absolutely NO way that we would've signed that long of a contract, knowing very well that we had planned to move out of our current home within the next couple of years. When we called to cancel the service because of moving soon and budget reasons, they refused to cancel because of the 60 month contract. We feel that this sales rep, or "Life Safety Consultant" took clear advantage of our fragile state and will make sure everyone knows not to trust Guardian Protection Services.Desired Settlement: We feel that there should be another way out of the contract besides paying over $1000 for the equipment and 80% of what is left in our contract. That is absurd and disappointing for any company to expect.

Business

Response:

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

Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’ account. Our records indicate Mr. [redacted]’ initial transaction with Guardian occurred on February 12, 2013, at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

On February 24, 2014, Mr. [redacted] contacted Guardian to request the cancellation of his account. Guardian’s representative politely informed Mr. [redacted] that he remained within the initial term of his Agreement and that an early termination fee was required to cancel the account immediately. Guardian received the subject complaint shortly thereafter.

Subsequent to receipt of your letter, Guardian contacted Mr. [redacted] to facilitate resolution of his concerns. Mr. [redacted] informed Guardian that he planned to relocate and wished to cancel due to financial reasons. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to 1) accept a drastically reduced early termination fee to cancel the account immediately; or 2) place the account in an inactive status for a period of 6 months to allow Mr. [redacted] the opportunity to relocate and become more financially stable. Mr. [redacted] accepted Guardian’s offer to place the account in an inactive status for a six-month period and expressed his satisfaction with this resolution. Guardian will continue to work closely with Mr. [redacted] to earn his satisfaction and will reach out to Mr. [redacted] in September 2014 to follow up regarding the status of his relocation. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to serve his security.

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

Sincerely,

[redacted] Manager

Customer Service Department

Review: I want to file a complaint against Guardian Protection Services. Since we signed up with them about 8 months ago we have had nothing but terrible customer service and problems. We have called on several occasions because our system was not working as promised. It often took longer than a week before there was availability because they are only available for service 3 days a week and then they gave a 5 hour window of when they would come. On 2 occasions they came past this window, and on one occasions they did not show up at all. They continue to send us the same technician who is supposedly the guy the use for the tough jobs. This guy could not work his way out of a paper bag. We needed him to install a key pad door look on our garage door; he installed it with the key pad on the house side and the turn knob on the garage side which is essentially on the outside!!! Another time they sent him over, he essentially laughed at us for not being able to figure out a problem on our own, which he guaranteed was fixed once he left. This was a problem with gaining remote access to our thermostats. Not only was the problem not fixed, we are being charged additional monthly fees to have that service and this was summer in Phoenix. I believe that our monthly electric bill was several times higher than it might have been if the system had been working like promised. My husband called to file a complaint with the company. On Aug 16th he spoke with a supervisor, who was supposed to call him back with a resolution. It is not Oct 11 and he still has not received a call back. This was our fifth and the last attempt of trying to solve the same issue. Stay away from this company. They are nothing but headaches!Desired Settlement: We want to be released from the contract immediately, without any penalties.

Business

Response:

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

It is important to understand that Guardian is contracted by a firm known as [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above. Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’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] informed Guardian they have spoken with Mr. [redacted] directly to address his concerns. [redacted] has offered to send a technician at no charge to fully inspect the system and ensure all aspects to be functioning properly. [redacted] has further offered in good faith to reimburse Mr. [redacted] for the cost of the door lock, as well as the excessive electric bills, a total reimbursement sum of $500. Regretfully, Mr. [redacted] has declined all offers presented by [redacted] and has reiterated his request to cancel his account.

Because Guardian is contracted by [redacted] to provide 24-hour security monitoring for Mr. [redacted]’s account, Guardian does not possess the authority to terminate Mr. [redacted]’s Agreement with [redacted] as he has requested. Mr. [redacted] must therefore address his concerns regarding his [redacted] Agreement directly with [redacted] is a highly respected firm and Guardian is confident Mr. [redacted]’s concern will be handled in a manner that is professional, fair and reasonable. Should you or Mr. [redacted] require contact information for [redacted], it is provided below:

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 ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Consumer

Response:

Where do I start....

-I spoke to a person who is a District Manager. He was rude, interrupting me all the time. I all was like a sales pitch: "I understand what you are saying, but I don't care".

-Asked me to repeat all the issues that we had with them. When I asked why they don't have any notes, he started counting them one by one - there were 18!. Why did I have to answer the question then?

-He said that it is "stupid and crazy" not to accept his offer.

-He said that the complaint will be marked as solved and I won't get anything if I don't accept his offer because he knows much better how Revdex.com works than I do.

-He was very condescending.

-He said that issue with thermostats not working is not for [redacted] to fix, but the AC company who installed it. We have called and waited around for a technician from [redacted] to come fix the thermostat problem, if it is a AC company problem why did they send someone from [redacted] EACH TIME!. And why did they not tell us that the first time we called about the thermostats. This is just another example of them blaming it another company, Alarm.com, Guardian, Dispatch company.....

-He said that Z-Wave technology is new and not working well, yet they sold it to us. Again, it was Z-Wave's fault, not their.

-When I told him that we didn't get much help from his sales guy [redacted], he said that he is 10 levels up from [redacted]. In 20+ employees company???

-Two times a supervisor from Guardian told us that issues will be solved but they didn't. [redacted] failed 7-8 times and I was asked to give them all one more chance. My question is: Why should I? How many times is enough?

-Guardian's Revdex.com response says that they [redacted] is a reputable company. Their service, technicians and District Manager are proof that they are not even close.

-Supervisor [redacted] from Guardian never called me back since August 16 at 5:30PM

-[redacted] said that he will send a technician from a different company then [redacted] and assured me that all other issues will be taken care of. Never heard back from him.

-Guardian's Revdex.com response is directing us back to their sales partner [redacted] to resolve the issue since it is their contract, but [redacted] told me he can send a technician from another company to fix the issues. Who is lying here?

-This is a part of an email that was sent to me by the security system while on cooling schedule:

[redacted] system: The Thermostat-Upstairs target temp changed to 118.0 F at 10:35 am on Friday, September 6 2013.

That's how bad this all situation is.

-The agreement shows [redacted] as an authorized dealer and the agreement is governed by Pennsylvania court. Guardian is located in Pennsylvania. [redacted] operates in Arizona only and according to the contract is an "authorized dealer". Who does this contract belong to?

-Guardians response also implies that [redacted] is the parent company. Yet according the Guardian website, they have close to 1000 employees, compared to Protections Sources 20 - who is the parent company with the authority and power?

Review: The Guardian team has made what was supposed to be the joyous occasion of moving into my newly constructed home, into a series of phone-calls, alarm and sound system malfunctions, missed appointments on their behalf, inappropriate billing and misrepresentation.1- They started charging us for monitoring services before the system was even set-up2- The day after the system was activated the music system stopped working only to find out from the technician "it was a dud"3- They completely overlooked adding a sensor to a main entry point of our home and stated it "wasn't a part of the package"4 - Technician incorrectly installed the additional sensor and had to come back out5- sensor still didn't work so technician had to revisit the home and was late6- sensor still doesn't work and and technician was a no showDesired Settlement: I am requesting that Guardian Protection Services, of the Armstrong Group of Companies, properly reinstall (hardwire) one of the sensors in my home at a time that is convenient to me, or that they terminate my contract without penalty.

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 December 2012 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 December 19, 2012.

Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the music system and security system in his home. Prior to receipt of your letter, Guardian had spoken with Mr. [redacted] and scheduled onsite technical service to take place on October 2, 2013. The service appointment was conducted as scheduled at which time Guardian’s technician remounted the security panel and relocated a wireless receiver from inside the panel. Prior to departing the residence, the technician tested the devices and confirmed all to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station. Please note, Guardian’s records indicate Mr. [redacted]’s concerns related to the music system were addressed in August 2013.

Mr. [redacted] also expressed dissatisfaction about receiving billing statements from Guardian prior to the activation of his monitoring services. Respectfully, 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 activation of Mr. [redacted]’s monitoring services on August 3, 2013, the balance due on Mr. [redacted]’s account was waived and billing began anew. Guardian apologizes for any confusion related to the billing of Mr. [redacted]’s account. In good faith, Guardian has applied a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services to demonstrate Guardian’s desire to earn Mr. [redacted]’s satisfaction.

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 somewhat satisfactory to me.

Review: I signed a contract with Gaurdian protection services in March 2013 for them to monitor my residence in [redacted] that I was renting. This January the owner of the home was forced to move back io his home for prsonal reason which left me having to exit the residence in short notice I called gaurdian to cancel service but was told I would still be responsible for the remaing months of the contract unless I transfer the service to another residence. I'm living with a family member so I cannot use the service any longer and have been paying $47.44 a month since I moved for a service that is and cannot be used. I called again and they told me I could pay a lump sum of $3,000 dollars this is riddiculous and extortion that I hav to pay for a service that's not being used and I'm ired of being taking advantage of things happen and they should be understanding instead of telling consumers they cannot make exceptions.Desired Settlement: I would like to have the remaining months of the contract suspended without fees and penalty and to have the money I have been paying for the last 7 months refunded since I have not used the system this is free money they are taking from me.

Business

Response:

July 22, 2015

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

Dear Ms. [redacted]

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

For background, Ms. [redacted]’s initial transaction with Guardian occurred on April 7, 2014, at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause outlining the initial term and by affixing her signature at the bottom of the form.

On May 21, 2015 with forty-eight (48) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and was unable to transfer services to her new home. Guardian’s representative explained that the initial term of Ms. [redacted]’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was required. In an effort to assist Ms. [redacted] in fulfilling her obligations under the Agreement, Guardian explained that should the new tenant elect to activate monitoring services under a new Agreement, her Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee. Ms. [redacted] advised she would continue to make monthly payments until such time she was eligible to cancel. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Upon receipt of Ms. [redacted]’s letter, Guardian reviewed its records including the May 21, 2015 telephone interaction with Ms. [redacted]. (Due to the nature of Guardian’s business, all telephone calls are recorded.)

As a result, Guardian discovered that inaccurate information was provided to Ms. [redacted] during the telephone interaction on May 21, 2015 related to the early termination fee amount required to cancel her account. Guardian has since reached out to Ms. [redacted] several times to offer explanation, however Ms. [redacted] has declined to speak with Guardian as of this date. Guardian apologizes to Ms. [redacted] for any confusion and for the misinformation provided regarding the early termination fee. Guardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid such circumstances in the future.

Ms. [redacted] has requested the cancellation of her account with Guardian. Section F of Ms. [redacted]’s Agreement states she may terminate her obligation by remitting an early termination fee which is identified to be $750. Accordingly, upon receipt of payment of the sum of $750, Guardian will cancel Ms. [redacted]’s account and she will be released from all remaining obligation. Alternatively, she may continue to remit timely monthly payments until such time she is eligible to cancel her account.

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

Sincerely,

Kathleen [redacted], Director

Account Management Department

Review: I have a signed contract from guardian protection services for a 36 month monitoring agreement. After I completed my term and decided to cancel they claim I have a 60 month agreement. I have been unable to resolve this issue despite the fact that I have faxed them a copy of my original agreement which clearly states it was for 36 months.Desired Settlement: Cancel my services because I no longer need them and have completed my original term.

Business

Response:

June 10, 2015RE: [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 address Mr. [redacted]s concerns.

Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of his account. Our records indicate Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] ([redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present for any aspect of the sales transaction with Mr. [redacted] or the system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided by [redacted] thereby facilitating activation of Mr. [redacted]’s services.

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.

Mr. [redacted]’s complaint disputes the initial term of his agreement with [redacted]. Guardian’s records indicate Mr. [redacted] executed a sixty (60) month Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 12, 2012. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.

Notwithstanding the above, upon receipt of Mr. [redacted]’s complaint Guardian contacted Mr. [redacted] directly and in good faith agreed to release Mr. [redacted] from the remainder of his Agreement. The balance due on Mr. [redacted]’s account will be waived and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.



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

Sincerely,

[redacted], Manager

Customer Service Department

Review: I had an appoint scheduled for today of what I was told on friday 26 jul 2013, for 4pm 29 jul 2013. I geta call from the tech tellingme he was at my house to install the system. I told him what time I scheduled the appointment and he told me he could not wait for me to get there (although the time was still within my slotted window) he didn't want to wait for me to get there. I called the company and talked to a district manger named [redacted] (didn't want to give me his last name. guardian does not want to honor my appointment time but to reschedule it for another 7 days even though I waited for three weeks. my complaint is that guardian services does not stand behind it's word of " WE CARE", no they don't. me being a live alone person retired military and no pretection services. guardian is just another company who is out for the money with no care attitudeDesired Settlement: I want guardian services to cancel my contract and refund all monies paid into this company. NO SERVICE!!! NO PAYMNET!!!

Business

Response:

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

Ms. [redacted]’ complaint expresses dissatisfaction regarding a service appointment scheduled for July 29, 2013. More specifically, Ms. [redacted] asserts that Guardian’s technician arrived early for the service appointment, which she believed was scheduled for 4pm. Ms. [redacted] was not at the premises when the technician arrived and she expresses discontent that the technician could not remain at the residence until her arrival, thus requiring the service appointment to be rescheduled.

Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including all recent telephone calls. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s research confirmed that Ms. [redacted] contacted Guardian on July 9, 2013 at which time a service appointment was scheduled for July 29, 2013 during the window of 12:00pm-4:00pm.

Additionally, please note like many businesses in the service industry, Guardian offers service appointments through “windows” on Monday through Friday from 8:00am-12:00pm and 12:00pm-4:00pm. Guardian does not offer service appointments for a specific time. While Guardian understands that offering an appointment through a “window” and not a specific time may sometimes be inconvenient to a customer, it is Guardian’s goal for a service appointment to be as efficient as possible. Scheduling an appointment during a window and not a specific time ensures that the technician can arrive for the appointment during the pre-determined window of time while allowing for unforeseen delays such as traffic, distance travelled between appointments, or the length of time needed to complete a prior appointment. Guardian apologizes to Ms. [redacted] for any confusion related to the commencement of the service appointment scheduled for July 29, 2013.

For background, our records indicate that Guardian’s technician arrived at Ms. [redacted]’ residence on July 29, 2013 at 1:17pm during the scheduled service window but found no one at the premises to allow access to the home. The technician contacted Ms. [redacted] via telephone who advised she was at work and could not arrive at the residence for one hour. While technicians may wait a reasonable amount of time for an authorized person to permit access to a residence, Ms. [redacted]’ technician was unable to delay the appointment for such an extended period of time. The technician departed Ms. [redacted]’ residence at 1:33pm for the next scheduled appointment.

Prior to receipt of your letter, Guardian spoke with Ms. [redacted] to reschedule her service appointment. While Guardian’s records indicate the first available appointment during normal business hours is August 8, 2013, in a good faith effort to satisfy Ms. [redacted] Guardian has offered to reschedule the service appointment for Saturday, August 3, 2013 between the hours of 11:00am-1:00pm. Ms. [redacted] has accepted the appointment offered for August 3, 2013.

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

Sincerely,

[redacted], Manager

Customer Service Department