GuardMe Security

Review: Problems with Guard Me Securi

1)05/25/14 (Approx) False alarm

2)10/23/14 False Alarm, morning

3)10/28/14 False Alarm, 10:18am

4)10/28/14 called Alarm Co to set up service. [redacted] had to contact technician and will call me right back.

5)10/28/14 Called Alarm co back two hrs later. I had received no response. Alarm Co response was they still had not contacted a tech. I told [redacted] that I was retired and home most days. [redacted] called back later and gave me a repair time of 10/31/14 from 10-2pm. I told him that I would not be home this day until noon. He said Noon-2pm on 10//31.

6)10/30/14 auto call reminder of service from Noon-4pm on 10/31

7)10/31/14 I was home from noon all day. No call or service tech came.

8)11//03/14 11:17am, I called Monitronics to cancel service. Agent name, [redacted]. She filled out order and said that she would have to send that order to Alarm Co GUARD ME. She advised me to call them ###-###-####.

9)11/03/14 11:24am, I spoke with [redacted] at Guard Me and told him this story. I advised [redacted] that I want to cancel my alarm service due to terrible service. I even told [redacted] that when the alarm was installed that the work was “Shoddy.” the alarm system is plugged into an extension cord and then into a power strip that I had to provide to the installer.It was my fault for not reporting this.

[redacted] said that [redacted] or [redacted] would have to authorize the cancellation. One of them would call me.

No call from either of these men!

10)11/03/14 Nevada (technician) called me and apologized for not showing up. I told Nevada that I wanted the alarm system canceled. He notified [redacted]. Nevada called me back and said that [redacted] was a good man and that he is supposed to call me. [redacted] still has not called.

11)11//04/14 Noon, I called Guard ME and spoke with [redacted]. I told him that [redacted] nor [redacted] has called me and that I want the alarm service canceled. [redacted] told me that the alarm must first be serviced. I told him that I justDesired Settlement: I want the alarm system cancelled. The service from this company is horrible!

Business

Response:

Customer's alarm system was serviced last night at no charge. Following up with customer this morning that he is now happy with our work. The motion detector that was causing false alarms was from an old system that we upgraded. We have replaced this motion sensor at no charge to resolve. Customer is now happy per survey 11/7/14.

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: After researching security company options, the salesperson for GuardMe convinced me that I should work with a company providing professional installation rather than DIY (do-it-yourself.) Although I suspected it would not be difficult, I wanted to know that any installation problem would have someone to back it up.

At the beginning of September 2013, GuardMe Security was “professional installed” by someone representing GuardMe Security. In less than one week, it was clear that the system was not working as promised.

When I called the customer support number, no one answered the phone. Eventually I called their monitoring company who was able to find a live person who implied that, based on what was happening, the system would never work.

After 3 months of trying to resolve the problems, with no success, I asked to have the contract cancelled and my money refunded. As of now, they have done neither. During those three months, my continued calling eventually got someone to attempt to make suggestions over the telephone. These suggestions made no difference in how my system worked.

By telephone, on different occasions, I was told:

• (By GuardMe Security’s back up support) Someone should see the system on-site to determine the problem - this never happened

• (By GuardMe Security’s back up support) I should run an extension cord through my house with additional modules - if this was a realistic solution, I should have been told during installation and I would have refused the system before it was installed

• There must be a construction problem with my house - again, if this was the case, I should have been advised of this during installation and I would have refused the system before it was installed

The bottom line is that no one ever made a realistic attempt to determine the real problem for why the system was not working. I was told several times that without seeing it on-site, they could not diagnose the problem. However, no one ever came on-site after the initial installation. I wasted considerable time trying to get the system to work based on what I was told on the telephone. I also wasted additional money purchasing more modules based on what I was told on the telephone.

GuardMe Security was unable to provide the service I was promised. No one followed up with on-site review of the problems, which should have been included with their advertised “professional installation.”

My research was careful and thorough. GuardMe Security has excellent ratings with the Revdex.com and [redacted]’ [redacted], which is why I believed they were the best provider for the service I needed.

Perhaps there is something odd with the construction of our house and my problem was unique. However, if that were the case professional installation would have addressed this. Before I talked with the GuardMe Security salesperson, I was learning toward going with a DIY company. That would have cost less money and my expectation would have been different.Desired Settlement: A refund of money paid and cancellation of the contract for service.

Business

Response:

Customer received a home security system with optional automation of thermostats that use wireless communications. Customer has had intermittent issues with the wireless thermostat automation. GuardMe has provided several items at no charge to the client to boost the wireless signal however communications has continued to be challenging. GuardMe has provided hours upon hours of tech support including manufacture involvement. All tech support from all parties agree the problem is the wireless interference in the house. Solution is new firmware (Now released and declined by customer) and additional wireless repeaters (offered at no charge and declined by customer) Regardless of all facts the client still feels that it’s not wireless interference but our lack of knowledge. You can’t help someone that does not want to be helped. It is my opinion that she just wants out of her contract that she was not interested in from the beginning. She is using this issue as a way to get released from contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I do need a security system for my house but this company has, in my opinion, cost me too much money and wasted my time without providing the service in the contract.

I paid for home automation items that never worked correctly. I do not know why the company continues to say that it was at no charge to me. I paid over $1,000.00 for this system to be installed.

The company talks about spending hours trying to get this working. They do not mention that they wasted my time as well and that no one came to the house to attempt to fix the system. I asked for someone to come evaluate the problem on-site and that was refused.

If they reinstall just the security system and take out, and give me a refund for, the home automation, I will accept that compromise.

Regards,

Review: March 10, 2014 received a quote ([redacted]) for Alarm and Monitoring System from [redacted] (GuardMe). Contract was a "take over a pre-existing wired system" that included professional installation and connectivity of pre-installed alarm contacts for up to 8 zones in property located at [redacted] Quote [redacted] was accepted on 3/11/14. According the Sales and Installation Agreement [redacted]) dated 3/11/14, GuardMe Security would provide Installation of the System (agreement #4) on the aforementioned property, which occurred on 3/15/14. On or about 3/18/14 I reached out GuardMe Security Customer Service by phone to let them know that one contact was not operational and the system was not providing the expected security. [redacted] (GuardMe) responded to my inquiry on 3/24 via email and try to schedule a service visit to address the security system fault. This visit was scheduled for 4/5/14. No technician showed up to this visit. On or about 4/8/14 called back to GuardMe Security and rescheduled a technician for the following Saturday 4/12/14. This visit was not confirmed nor completed. For four weeks I communicated several times with GuardMe Customer Service without any resolution on my issue. Finally, to accommodate to the service technician availability, I agreed to reschedule a service visit on Wednesday 5/14/14. Technician failed to provide service one more time. Dealt with [redacted] P. (GuardMe) in one more attempt to have a technician to service the system. This visit was scheduled and confirmed for 5/24/14. Technician failed to provide service again. Even though GuardMe staff has been courteous and understanding they have consistently failed to provide service as agreed in initial contract.Desired Settlement: Fulfillment of professional installation or cancellation of contract for failure to honor contract with no penalty to customer.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Business action led to a satisfactory resolution of my issues. Thank you.

Regards,

[redacted]

Review: New construction with [redacted] equipment already installed. Burglar as well as smoke/fire protection. I explained all of this to Navid A, the GuardMe salesman. I upgraded to three touch pads and add 4 wirelessly controlled thermostats (almost $900). He assured me that my [redacted] equipment was compatible with GuardMe, that they would install touch pads and thermostats. At this time, I also set up monitoring. Navid sent contracts for the installation of new equipment and for the monitoring. They came, installed equipment. They left. Two months later, I notice that all of my smoke/fire protection is no longer connected to my system. I immediately notify GuardMe. The installer returns to my house and confirms that smoke/fire detectors are no longer connected to my system. He says that the smoke alarms are incompatible with the GuardMe products they installed. THIS IS THE FIRST TIME ANYONE MENTIONS ANY INCOMPATIBILITY ISSUES TO ME. I say this is unacceptable, that fire safety is an integral part, and that SOMEONE SHOULD HAVE TOLD ME ABOUT THIS AT THE TIME OF INSTALL because I would have put an immediate stop to everything at that point. Navid offers to change out the entire heart of my system with a less expensive, older panel, trashing all of the new [redacted] equipment I already have. He also says that I will lose the touch pads that I paid for and will need to go back to regular key pads. No offer of refund is made. I am just supposed to be happy with these modifications. Navid starts saying that I signed a contract and that I cannot get out of it. The issue is escalated to Craig M, company president. He repeats everything that has been said before. No offer of refund, even suggests that this is my fault, that I knew that the contract states that they don't take over fire equipment. BUT I REPEAT, NO ONE TOLD ME THAT SMOKE/FIRE WOULD BE COMPLETELY REMOVED FROM MY SYSTEM, LEFT UNPLUGGED/DISCONNECTED BY INSTALLERS. This NOT what I paid for.Desired Settlement: As I have stated over and over, to Navid A and to Craig M, I would like all contracts canceled, GuardMe to come get its equipment, put my systems back to their original condition, and issue me a full refund.

Business

Response:

In the original conversation with Mr. [redacted], we informed him we will utilize all working hardwired burglar equipment. We did not discuss any fire protection in the conversation with Mr. [redacted]. Mr [redacted] informed us that he has hardwired fire protection, which we informed him was not compatible with the system. We offered to provide a system that allows him to utilize all his hardwired [redacted] fire protection and made it very clear regarding the pros and cons to the system. The advantage is allowing his system to utilize both existing hardwired burglar and fire and the disadvantage is that he will lose the touch screen aspect of the system. Mr. [redacted] agreed to this setup since it was important to include the smoke detectors. We offered to change the system at no additional cost to Mr. [redacted] to make him a happy customer and utilize his fire protection. He agreed until he realized this will aesthetically change the keypads, from touch screens to button keypads, but it will allow him to use both burglar and existing hardwired [redacted] fire protection.He mentioned that his Sales person led him to believe that the smoke detectors were included and we assured him that we will listen to the audio and if there was any indication of this, we will find a resolution for Mr.[redacted]. We have attached the audio recording of conversation and the signed agreement.We are more than happy to switch the system to allow Mr. [redacted] to utilize his existing hardwired system as originally proposed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It's wrong. They are mischaracterizing the sequence of events and how it was discovered that what they installed is incompatible with the existing equipment in my home.

Review: I have been trying for over two weeks to get technical support for my security system which is malfunctioning. I could not get any help until I called Monitronics directly to get a ticket issued. I got the ticket and gave it to guard me ( more like "abandon me" ) security since they seemed unable to get a ticket issued for my problem themselves. Twice I was promised a tech that did not show up. When called to confirm the second time it wasn't even in their system. I called the tech who sold me the product and he promised a tech support and the next day who did not show. Three times in two week ive been promised a tech that did not show. I'm still waiting for someone to fix a malfunction after two weeksDesired Settlement: Get guard me to improve their customer service and tech support.

Business

Response:

We are scheduled right now to service Mr. [redacted]'s system accordingly. After the service is complete, we will update accordingly.

Business

Response:

Our technician was at Mr. [redacted]'s home this morning and replaced the front door sensor. All is working and we spoke with Mr. [redacted] to confirm all is working properly and he confirmed all is working after we switched the front door sensor.

Consumer

Response:

yes all appears to be working OK at this time. The tech "Brad" who originally installed the system came as soon as he could and resolved the problem. Incidentally my complaint was not against Brad or Rusty who he works for but against Guardme security for their lack of response to my problem. Only by dealing with the installer directly did I get it resolved.

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