Complaint: [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.First of all, there is no audio recording attached to the message.But 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 REMOVED FROM MY 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 same equipment that I rightly assumed they'd be utilizing and not fundamentally changing But no 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 As I wrote, it was not until I examined the remains of my security system (months later) that I realized what had been done I shudder to think about what could have happened before my discovery--my family placed in very real danger The installers, at the behest of GuardMe, left my home and my family without any working smoke and fire protection They did not notify me of the situation, did not inform me that they were leaving my system in such condition And as a further point of correction, it was not me who informed them of the hardwired fire protection Sure, I called the company to point out my question about the state of my smoke alarms, but it 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 Further, it was not made clear to ME that the fire/smoke alarms were hardwired and, as GuardMe claims, incompatible with equipment GuardMe installed until the installers RETURNED to my home to examine the issues I had raised upon finding the smoke alarms unplugged from the security panel Again, this is all GuardMe and the installers It was not until it was all too late, my system was left a total mess and they had installed their equipment which is incompatible with my existing system that GuardMe began to propose some sort of fix---a fix that I already stated I am not happy with As I originally wrote in my complaint--at a minimum, the installers had an obligation to inform me of the change to my system Had they done so, we'd not be in this situation But it is also worth stating, that when the problem was brought to light, realizing the installers' mistake and recognizing that the fix being offered is substandard and not what I as the customer want, it is appalling that both the salesman and the company president persist in trying to mischaracterize the issues and lay blame at my feet This was a slipshod job and the company has displayed nothing but underhanded and unconscionable tactics to try and bully me into accepting what I do not want.My desired resolution still stands I want all contracts canceled I want the GuardMe equipment removed from my home and my [redacted] security system returned to its original state And lastly, I want a full refund Regards, [redacted]
Complaint: [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.First of all, there is no audio recording attached to the message.But 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 REMOVED FROM MY 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 same equipment that I rightly assumed they'd be utilizing and not fundamentally changing But no 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 As I wrote, it was not until I examined the remains of my security system (months later) that I realized what had been done I shudder to think about what could have happened before my discovery--my family placed in very real danger The installers, at the behest of GuardMe, left my home and my family without any working smoke and fire protection They did not notify me of the situation, did not inform me that they were leaving my system in such condition And as a further point of correction, it was not me who informed them of the hardwired fire protection Sure, I called the company to point out my question about the state of my smoke alarms, but it 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 Further, it was not made clear to ME that the fire/smoke alarms were hardwired and, as GuardMe claims, incompatible with equipment GuardMe installed until the installers RETURNED to my home to examine the issues I had raised upon finding the smoke alarms unplugged from the security panel Again, this is all GuardMe and the installers It was not until it was all too late, my system was left a total mess and they had installed their equipment which is incompatible with my existing system that GuardMe began to propose some sort of fix---a fix that I already stated I am not happy with As I originally wrote in my complaint--at a minimum, the installers had an obligation to inform me of the change to my system Had they done so, we'd not be in this situation But it is also worth stating, that when the problem was brought to light, realizing the installers' mistake and recognizing that the fix being offered is substandard and not what I as the customer want, it is appalling that both the salesman and the company president persist in trying to mischaracterize the issues and lay blame at my feet This was a slipshod job and the company has displayed nothing but underhanded and unconscionable tactics to try and bully me into accepting what I do not want.My desired resolution still stands I want all contracts canceled I want the GuardMe equipment removed from my home and my [redacted] security system returned to its original state And lastly, I want a full refund Regards, [redacted]
The client will be contacted today