GuardMe Security

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Business action led to a satisfactory resolution of my issuesThank you Regards, [redacted]

We have bent over backwards for this customer, and could have held him to contract however, we decided that if he send our equipment back we will part as friendsWe will not reimburse the shipping costs, as this was not discussed nor part of the agreement we madeWe have lost thousands of dollars on this customer, and could have easily held him to the agreement he madeOur solution was more than fair

Customer has been contacted with the following resolution: Mr [redacted] , I will have the technician there between 10AM and 12PM this Saturday 5/31/I am also making myself on call for the technician and yourself this SaturdayI will be working remotely, so I will be able to respond to email fairly quickly Just in case, and to in sure a replacement part is readily available I am sending a replacement wireless contact to your home address at [redacted] ***The package will come from FedEx and will not require a signatureThis way you don’t have to be home to sign for the package, if no one is home FedEx will leave the package at the front door The tracking number for this package is [redacted] If the technician does not use any equipment sent to you, he will take with him once the call is complete

Complaint: [redacted] I am rejecting this response because:Once again, it is wrong GuardMe is choosing not to respond to the issues I raise Instead, their "final" offer is for me to spend more money on products I do not want or need GuardMe went outside the bounds of the contract, had installers ignore the fundamental safety of my home and family, and they want me to spend more money to rectify the problem Absolutely not And again, GuardMe claims to have done this "deep dive" into my account where they are able to review multiple phone calls between myself and salesman However, none of this "evidence" is made available to me But as I wrote in my last rejection, even if I accept their unsubstantiated and inaccurate account of the sales call (which I do not), accept that in the conversation, "we did not discuss any fire protection" and their claim that I was informed that they utilize all working hardwired burglar equipment, GuardMe cannot escape the fact that I DID NOT CONTRACT TO HAVE ALL SMOKE ALARMS AND FIRE PROTECTION DEACTIVATED/REMOVED/CUT OFF FROM MY EXISTING SECURITY SYSTEM AND TO HAVE MY HOME AND FAMILY LEFT WITHOUT A WORKING FIRE SYSTEM GuardMe and their installers completely failed to inform me and even went so far as to disregard the fact that the smoke alarms/fire protection were an INTEGRATED part of the "WORKING HARDWIRED BURGLAR EQUIPMENT" already installed in my new construction home And again accepting GuardMe's inaccurate premises, it was this same WORKING EQUIPMENT that I rightly assumed they'd be utilizing and not fundamentally changing But no Without my knowledge or consent, the installers plowed forward, installed their own equipment, left my smoke alarms detached and removed from the heart of my security system (or whatever GuardMe system they installed) and left At any point, this all could have been avoided had anyone paused to point out that state of my current system and the secondary result once the GuardMe equipment was installed And furthermore, regardless of what was said or not said in whatever phone call GuardMe wants to reference, it still begs the question GuardMe's installers must have been aware of the smoke alarms, their integration into my already installed system and the fact that they were incompatible with GuardMe as they were the ones who pulled out and removed the smoke alarms and fire protection from the heart of my security panel And I repeat, this removal was done without my knowledge or consent I am not a security expert, not a security installer It is ridiculous to think that the consumer is going to know all of the ins and outs of whatever security equipment is installed in their home A great deal of trust is placed in the security company and the installers--THIS IS WHERE GUARDME FAILS At any moment before doing any amount of work on my home, once the installers saw what was already in place in my home, how the system was integrated to include both security and fire, and that to move forward with the GuardMe installation would be to leave my home and family without working fire protection (at a minimum), ALL OF WHICH THE INSTALLERS HAD TO HAVE BEEN AWARE OF BEFORE DOING ANYTHING, had these installers taken a moment to explain the situation to me, all of this could have been avoided The installers did nothing They ignored the danger to which they were willingly leaving my family exposed It is ridiculous of the company to point to phone calls and a contract in this instance But even still, as I have made more than clear, even relying on the contract is of no use to GuardMe as even it states that the company was going to utilize existing equipment--not unplug, deactivate or remove the integrated parts of the system already in place Once they started unplugging and deactivating, they stepped outside the bounds and violated the contract.I will say it a final time I want all contracts canceled I want a full refund That is it Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, if the following conditions are metThe CEO, Mr [redacted] , has agreed to the following: The the alarm system will be up and running after new parts/moving a sensor, Guard Me will be refunding months fees, the account will be taken out of collections If these terms are not met, Mr [redacted] agreed he will cancel the contract and I will no longer be liableI am hopeful this situation can be resolved and the two months fees will be refunded ASAP Regards, [redacted] ***

Ms [redacted] called into Guardme Security Via our lead provider on January 22nd The lead was fielded by [redacted] on our sales team The conversation went well but did not result in a sale that day because Ms [redacted] wanted to speak to a relative regarding their services to compare They agreed to follow up with each other the following weekFeb 1st, Ms [redacted] called in and was transferred back to [redacted] [redacted] worked with the manager to create a deal that was acceptable to Ms *** There was a verbal agreement to move forward and there was a mention by the client to get it installed ASAP [redacted] explained that he must pull the credit and that she is required to have a minimum score to qualify for this offer Ms [redacted] was then told that she qualified and that they now have to complete our electronic application During the application (agreement) process, Ms [redacted] stopped everything when she didn’t have payment information which is required to complete the agreement She then mentioned she wanted to speak to her brother one more time before providing the payment [redacted] again mentioned the approval of her credit score and that she was all ready to go but that we needed to complete the paperworkJoseph and the prospect spoke several more times via email and she was well aware of the credit inquiry It is only now that this complaint is coming to light and I can only assume that Ms [redacted] has decided not to move forward and now wants the inquiry removed

Credit was indeed ran on Feb 2nd This is correct We created an offer to which was verbally agreed to by the prospect so that they could receive the devices they needed at a cost that was acceptable to them [redacted] verbally told the client that credit was going to need to be pulled several times The customer was prepared to move forward and had to attend to another matter and disconnected the call After this conversation, the client did not move forward and the order was never processed We cannot remove an inquiry from a credit report because the client decided not to move forward with an offer

The refund has been issued and a new check has been mailed out to the customer at the address they providedThe original refund was sent to his rental property which is why he did not receive it Please close and remove this complaint as it has already been worked out by the time this was emailed to usWe spoke to the customer yesterday and informed him that the refund was coming

Wow!! I must say Guard ME IS THE ST!! Never felt so welcome from a company before! I mean Nate O' [redacted] was the best took care of me like no one else and walked me through everything and was very considerate to my needsVery Happy!! Get equipment and service and if you have a problem Nate O' [redacted] is right there to make it right and on top of that works hard to give you the absolute best deal and satisfaction you can get! This company is the best! Can't believe these other poser companies get so much notoriety and deserves to be number one on home security top list

I have called numerous times for a repair & no one has come outMy alarm is not working properly and I am getting no response when I call for helpThis is ridiculous & not professionalI am paid thru May of so they have my $, but not doing a repair?

This is a fantastic company that takes time to evaluate the needs of their clients. I spent an hour with our rep and he nailed down the proper system for us. He also followed up after the install to make sure my family was happy. After having a breakin, it was important to use a company that could deliver what they promised. Guardme Security did just that!!

Complaint: ***
I am rejecting this response because:
Despite Guard Me securities recent assuring comments, as of June 5th I have not received a the refund check of $that was promised on April 16th and again on May 25th,
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,I have never signed an agreement with GuardMe Security for their servicesThey promised me that it would monitor my house and garage which it never didthey said it would take 2-hours for installationthe man who came to install it took hours and he didnt have his own wiring equipmentthey sent me an e-mail on January 27, and asked for me to send their equipment backIve called them several times to resolve the problemDuring the middle of the night the alarm continuously went off at 3:00amI had to fix the holes in my walls from the system they installed that didnt workThank you
*** ***

I apologize for the experience you have received thus far.Your rate has been adjusted to the specified agreed amount.Here is the tracking information for your camera to be returned *** The refund has been processed accordingly.Yard sign tracking
information -*** USPSI will contact you to discuss as well

Michael was my agent and I wanted to publicly acknowledge his level of expertiseActually, I was convinced to sign with another company when I received his callI was appreciative of his honesty and the apparent knowledge of the industry He was not only resourceful but also checked in during the conversation to be certain that I understood the concepts behind each commentI feel as if I have truly made a great choice with this companySon

Complaint: [redacted]
I am rejecting this response because:Once again, it is wrong.  GuardMe is choosing not to respond to the issues I raise.  Instead, their "final" offer is for me to spend more money on products I do not want or need.  GuardMe went outside the bounds of the contract, had installers ignore the fundamental safety of my home and family, and they want me to spend more money to rectify the problem.  Absolutely not.  And again,  GuardMe claims to have done this "deep dive" into my account where they are able to review multiple phone calls between myself and salesman.  However, none of this "evidence" is made available to me.  But as I wrote in my last rejection, even if I accept their unsubstantiated and inaccurate account of the sales call (which I do not), accept that in the conversation, "we did not discuss any fire protection" and their claim that I was informed that they utilize all working hardwired burglar equipment, GuardMe cannot escape the fact that I DID NOT CONTRACT TO HAVE ALL SMOKE ALARMS AND FIRE PROTECTION DEACTIVATED/REMOVED/CUT OFF FROM MY EXISTING SECURITY SYSTEM AND TO HAVE MY HOME AND FAMILY LEFT WITHOUT A WORKING FIRE SYSTEM.  GuardMe and their installers completely failed to inform me and even went so far as to disregard the fact that the smoke alarms/fire protection were an INTEGRATED part of the "WORKING HARDWIRED BURGLAR EQUIPMENT" already installed in my new construction home.  And again accepting GuardMe's inaccurate premises, it was this same WORKING EQUIPMENT that I rightly assumed they'd be utilizing and not fundamentally changing.  But no.  Without my knowledge or consent, the installers plowed forward, installed their own equipment, left my smoke alarms detached and removed from the heart of my security system (or whatever GuardMe system they installed) and left.  At any point, this all could have been avoided had anyone paused to point out that state of my current system and the secondary result once the GuardMe equipment was installed.  And furthermore, regardless of what was said or not said in whatever phone call GuardMe wants to reference, it still begs the question.  GuardMe's installers must have been aware of the smoke alarms, their integration into my already installed system and the fact that they were incompatible with GuardMe as they were the ones who pulled out and removed the smoke alarms and fire protection from the heart of my security panel.  And I repeat, this removal was done without my knowledge or consent.  I am not a security expert, not a security installer.  It is ridiculous to think that the consumer is going to know all of the ins and outs of whatever security equipment is installed in their home.  A great deal of trust is placed in the security company and the installers--THIS IS WHERE GUARDME FAILS.  At any moment before doing any amount of work on my home, once the installers saw what was already in place in my home, how the system was integrated to include both security and fire, and that to move forward with the GuardMe installation would be to leave my home and family without working fire protection (at a minimum), ALL OF WHICH THE INSTALLERS HAD TO HAVE BEEN AWARE OF BEFORE DOING ANYTHING, had these installers taken a moment to explain the situation to me, all of this could have been avoided.  The installers did nothing.  They ignored the danger to which they were willingly leaving my family exposed.  It is ridiculous of the company to point to phone calls and a contract in this instance.  But even still, as I have made more than clear, even relying on the contract is of no use to GuardMe as even it states that the company was going to utilize existing equipment--not unplug, deactivate or remove the integrated parts of the system already in place.  Once they started unplugging and deactivating, they stepped outside the bounds and violated the contract.I will say it a final time.  I want all contracts canceled.  I want a full refund.  That is it.    Regards,
[redacted]

We have bent over backwards for this customer, and could have held him to contract however, we decided that if he send our equipment back we will part as friends. We will not reimburse the shipping costs, as this was not discussed nor part of the agreement we made. We have lost thousands of dollars...

on this customer, and could have easily held him to the agreement he made. Our solution was more than fair.

Customer has been contacted with the following resolution:
Mr. [redacted],
I will have the technician there between 10AM and 12PM this Saturday 5/31/2014. I am also making myself on call for the technician and yourself this Saturday. I will be working remotely, so I will be able...

to respond to email fairly quickly. 
Just in case, and to in sure a replacement part is readily available I am sending a replacement wireless contact to your home address at [redacted]. The package will come from FedEx and will not require a signature. This way you don’t have to be home to sign for the package, if no one is home FedEx will leave the package at the front door. 
The tracking number for this package is 7[redacted]42. If the technician does not use any equipment sent to you, he will take with him once the call is complete.

Shortly after the original security system upgrade of the customer's EXISTING system & wireless automation, the system and had problems with his Zwave wireless equipmentand its communication.  Upon returning to service the system the client was being abrasive with the service tech and...

the client demanded that the tech leave the home. In the following days the customer wanted to cancel the agreement told us the alarm wasn't working explained and wanted his original system put back in.  Option was refused by company and customer started calling us repeatedly to cancel and refusing service.  After many calls service of the system was agreed for Monday the 17th. Just hours later the client changed his mind wanted the system removed and started threatening Revdex.com complaint an attorney general complaints. After a long phone conversation with the Vice President GuardMe VP agreed to do our best to move the service call up to Saturday 11/15 but could not confirm as we did not have availablity prior to the scheduled Monday 17th.  The GuardMe VP explained we may not have availability but he would do his best to move the schedule and create overtime. As it turned out we did not have a service tech willing to take the overtime and we could not move customers that we had already scheduled but informed client that we will still be there Monday the 17th as scheduled. The client refused and wants Saturday 15th regardless of our lack of availability.  Client states that either system is service call is moved from the scheduled Monday 17 to today Saturday 15th.  Client is demanding his agreement cancelled since we cannot service the system today but yet we are scheduled for the agreed date of Monday 17th.  He demands that if we are not there today he is going to the state Attorney General.  Client is now saying that we promised him Saturday 15th however the VP said he would do everything possible and would try is best but could not promise.  This was on a recorded line and copy of recording can be provided to the Revdex.com upon consent.  The client is not allowing us to come  this Monday 11/17/14 as scheduled.

We serviced Mr. [redacted]'s account accordingly and spoke with Mr. [redacted] to confirm all is working properly with the replaced device.  He confirmed all is working properly.Our Operations team will contact Mr. [redacted] to understand his concerns and take care of it accordingly.Should...

Mr. [redacted] ever encounter an issue, he can always contact us at ###-###-####.