In the original conversation with Mr***, we informed him we will utilize all working hardwired burglar equipment. We did not discuss any fire protection in the conversation with Mr***. Mr *** 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 *** 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*** 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*** 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 *** 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.***. We have attached the audio recording of conversation and the signed agreement.We are more than happy to switch the system to allow Mr*** to utilize his existing hardwired system as originally proposed
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 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/
I am rejecting this response because: there are several inaccuracies in the information that they provided:"Shortly after the original security system upgrade of the customer's EXISTING system & wireless automation, the system and had problems with his Zwave wireless equipment and its communication."system did not work - in less than hours the system was displaying warning messages on every point where there was alarm point The alarm monitoring company called to say that the alarm was not working correctly The alarm went off at 4:00am and could not be turned off without disconnecting the alarm at the panel The alarm has not been able to be armed since Even after a third attempt from the installer to come out and fix itAfter the second botched installation I called immediately and emailed the company within the day grace period to let them know that I no longer wanted the system At which point no one from Guardme responded"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."The tech was rude abusive and unprofessional, when confronted about his behavior, the installation tech said that he was leaving He did not finish the installation and installed it a second time incorrectly The same issues that were happening the first time were again happening I immediately called Guardme and Monitronics at which time both companies apologized and assured me they would take actionAfter speaking with company representative Michael he again confirmed that it was uncalled for and unheard of from one of their technicians and said that the technician had been let go."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."This request was made immediately following the first I installation and has been made throughout each pointGuardme has consistently said that they would not do this - and would not honor the day grace period of consumer protection laws and as outlined in their service contract."Option was refused by company and customer started calling us repeatedly to cancel and refusing service."At each point I have allowed one more time to get it right, in which I explained of the week of 11/that if it could not be installed to the original specification correctly on 11/I we both agreed that we would part ways and they would come back out and install the original system in my homeOn 11/Guardme informed me they could not have a tech out on 11/at which point I told them that I would like my original equipment installed and I would exercise my day rights as I have maintained throughout."After many calls service of the system was agreed for Monday the 17thJust hours later the client changed his mind wanted the system removed and started threatening Revdex.com complaint an attorney general complaints."I have never agreed to the 17th, that date was communicated as a date the Guardme had selected without speaking or making sure the date would work with us When speaking to the monitoring company they informed us that this day had been selected, I am not sure who, how or why that date was selected, but it certainly wasn't agreed to Two vacation days had to be taken to accommodate for additional installation after the first time the tech did not show up with the right equipment on a Saturday And we were forced to because we have not had a working alarm since the second and third botched installation Since the alarm system has not been working there was a murder in our community less then miles away, at which point we have not had a working alarm I have young children and a wife whom are at home all day."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/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 overtimeAs 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 scheduledThe 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 to today Saturday 15th." When speaking with Michael we both agreed that if this type of experience was the exception rather than the norm, Guardme would do everything in their power to try to get someone out to our home to get things fixed Being that it was Tuesday and we had never agreed to or requested the 17th, we agreed to one final date to get things right We left the call that if that could not happen we would part ways and get the system back to the original installation before they came out."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/as scheduled."We both agreed to the resolution and consequences should the resolution not be met I think we have been overly fair given the situation Given the contract is two way they have not fulfilled their commitment either and should be held to the service levels and day grace period as a consumer and outlined in their contract I have outlined the avenues that are available to me to help protect me against business that take advantage of customers, as I feel has been done in our situation by Guardme I have thorough documentation of everything outlined in this response
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,
*** ***
Great. Thank you for sending the call recording I've listened to the entire call. And it is nice to hear that it backs up my claims 100% At several points in the call, Navid says that he will use all of my existing hardwired *** security equipment (which at the time and until I understood what actually was installed, I assumed to mean my security panel and attached components and the call gives me no reason to believe otherwise). Furthermore, in the call I am very clear that I am concerned with the aesthetics and am only looking to set up system monitoring and purchase new touchpads, etc. I never say that I want to start over with an entirely different system--I am ONLY looking to purchase some more aesthetically pleasing touch pads. At no time am I told that my entire security panel will need to be changed, that the 2Gig stuff being installed is incompatible with any part of my existing *** system. In fact, I repeat, I am told over and over again that my existing *** hardwired equipment will be used and that nothing is a problem "We can do that" is pretty much all Navid says "GuardMe is one of the largest *** dealers in the country," he says. They supposedly know ***, they are experts. I had every expectation that when the installers arrived, they would see that they were dealing with a potentially more complicated system than previously understood, that they would NOTIFY me of any complications and incompatibilities prior to commencing installation, and surely that they would NOT LEAVE MY HOME AND FAMILY WITOUT ANY FIRE PROTECTION!! Especially without even telling me. At this point, I refer you to my very clear rejections of GuardMe's previous offers and the claims I lay out there To repeat: Regardless of what was said or not said in whatever phone call GuardMe wants to reference, it still begs the question. GuardMe's installers (so called experts in *** SECURITY EQUIPMENT as GuardMe is one of ***'s largest retailers) must have been aware of the smoke alarms, their integration into my ALREADY EXISTING AND HARDWIRED 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; 100% contrary to any reasonable interpretation of the contract (going to use existing hardwired equipment which anyone could reasonably expect to include existing security panel and components) and the the understanding that I as the consumer was left with after the sales call, a call which included several completely unqualified claims about how GuardMe can and will use all of my existing *** equipment As I make pretty clear on the call, I am not a security expert, I am not a security installer. It's a new house and I am not even that sure of what I have in place. I only know that it is NEW, that it is *** and that I want to change the keypads for touchpads. Aside from setting up service, that is the entire reason for my call which was made abundantly clear to Navid A. 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 any working fire protection (at a minimum), all of which these so-called *** EXPERTS 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 home and family exposed Frankly, it is ridiculous for the company to point to phone calls and a contract in this instance--particularly when neither supports what the company actually did. But even still, as I have made more than clear, the contract states that GuardMe will be using existing, working, hardwired equipment. Nowhere does the contract give them permission to UNPLUG, DEACTIVATE, or REMOVE the integrated parts of the system already in place. Once GuardMe started unplugging and deactivating, without my knowledge or consent, they stepped outside the bounds and violated the contract There really is nothing left to be said. I want a refund and I want to put this behind me Regards, *** ***
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. *** 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 processedWe cannot remove an inquiry from a credit report because the client decided not to move forward with an offer
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]
Complaint: [redacted]
I am rejecting this response because:
There was never a verbal agreement in place and I called [redacted] to question the quote that [redacted] drafted up and I told him that I wasn't sure what I wanted or needed for my security needs. I also asked if the $38.95 was the lowest quote that he could give me for the equipment that I had inquired about. In addition, getting a security alarm installed wasn't an urgent priority and I had plenty of time to get a security alarm installed in my home. It's not like I had a theft or anything in my neighborhood that caused me to need a security alarm installed ASAP. [redacted] asked me if I wanted to move forward and he stated that he would need to check my credit and he needed my bank account information. I told [redacted] that I wasn't going to give him my information at that time due to me wanting hold off for a week or two because I wasn't for sure what equipment I wanted installed such as whether I wanted a camera or not, doorbell..etch and I was concerned about how much I wanted to pay for a monthly service fee for these items. I needed the time to reflect on these and to look at budget. If I would of authorized [redacted] to run my credit, I wouldn't of called him around Feb 4th and asked him why did he run my credit without my permission. The bottom line is that my credit shouldn't of been ran once I told [redacted] that I wasn't going to give him my information and he ran it after I told him that. If I didn't give him any personal information to run it, he shouldn't of ran it. I am showing he ran my credit on Feb 2nd and I received the notice on the 4th.
Regards,
[redacted]
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 ###-###-####.
Complaint: [redacted]
I am rejecting this response because:I asked Mr. G[redacted] to communicate with me through the Revdex.com. I tried to resolve this issue the last two years....
I have already contacted [redacted] to get things corrected. The communication with Mr. G[redacted] needs to be documented. I would like Mr. G[redacted] to apologize and admit he was dishonest to me when he made the sale. He knew he could not prevent [redacted] from increasing my price. Through my two phone calls with [redacted] they told me Mr. G[redacted] should not have made this promise. Second, I would like to know how GuardMe will address this issue to prevent their sales personal from making false claims in the future.
Regards,
[redacted]
The client is correct that she has been having multiple service calls related to a a wifi camera sold by our firm. However the issue with the camera not working correctly is related to the client's wifi signal and not faulty hardware. We have been out several times to service the device....
The client has very small windows of acceptable arrival times and days and we have worked very hard to meet these times and closely as possible. The client also have not been pleased that several team members are working on her account. She feels that is is being pushed off however that is not the case. We have several staff members that make up the team responsible for serving her account and all are working closely together. In fact as this complaint arrived the client is actively engaged with 3 team members servicing her needs. It seems as if the client is working this from several angles. We are deeply invested in working through an issue that our contract is very clear about not being our responsibility, her internet wifi must support the system. Despite that we have invested 10s of hrs in this service issue and have not charged the client at all. Some clients would be tanking us for such free support, clear not the case here. I don't know what to offer the Revdex.com other than an explanation as we are servicing this client at the time of the complaint already.
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 (2 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]
We have had extensive contact with this customer. We have schedule service when requested. Customer is looking and has been looking to get out of their contractual obligation. This Revdex.com complaint is a response to our start of legal action taken to collect their debt. We ask...
the Revdex.com to investigate fully as this is a response to that collection effort. We will not be offering a refund in fact we have begun legal action to collect the entire contract balance for default.
Complaint: [redacted]
I am rejecting this response because:Just spoke with company (GaurdMe Security) they accidentally sent refund to the wrong [redacted] account on June 14th.
Regards,
[redacted]
The agreement was signed electronically via Docusign services via e-mail. That would explain why the signature does not look like a handwritten signature of the client. We do capture the IP address, PC's MAC address and e-mail that was used to sign this agreement. If the client...
desires to pursue this we can provide this documentation for legal review.
We have completed a deep dive into this account. The customer has made many statements about what was "promised" to him by the salesman. I have personally reviewed all audio recordings of the calls between the client and the salesman. (This was sold over the phone) All claims made by the client regarding what he was "promised" by the salesman but not received are not in the recording of the call. Furthermore that contract clearly states that only burglar equipment, that is in working condition, shall be reused. Lastly from listening to all calls between the client and the salesman...when the salesman asked for details about the existing system the client never mentioned anything about existing smoke detectors. We have made a VERY fair offer to the client to provide & install smoke detectors for 1/2 our cost of the parts and no charge for labor however the client has declined to invest any money in the fire detection. Our offer to install this for 50% of our parts cost remains our final and best offer.
In the original conversation with Mr***, we informed him we will utilize all working hardwired burglar equipment. We did not discuss any fire protection in the conversation with Mr***. Mr *** 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 *** 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*** 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*** 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 *** 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.***. We have attached the audio recording of conversation and the signed agreement.We are more than happy to switch the system to allow Mr*** to utilize his existing hardwired system as originally proposed
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 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/
I am rejecting this response because: there are several inaccuracies in the information that they provided:"Shortly after the original security system upgrade of the customer's EXISTING system & wireless automation, the system and had problems with his Zwave wireless equipment and its communication."system did not work - in less than hours the system was displaying warning messages on every point where there was alarm point The alarm monitoring company called to say that the alarm was not working correctly The alarm went off at 4:00am and could not be turned off without disconnecting the alarm at the panel The alarm has not been able to be armed since Even after a third attempt from the installer to come out and fix itAfter the second botched installation I called immediately and emailed the company within the day grace period to let them know that I no longer wanted the system At which point no one from Guardme responded"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."The tech was rude abusive and unprofessional, when confronted about his behavior, the installation tech said that he was leaving He did not finish the installation and installed it a second time incorrectly The same issues that were happening the first time were again happening I immediately called Guardme and Monitronics at which time both companies apologized and assured me they would take actionAfter speaking with company representative Michael he again confirmed that it was uncalled for and unheard of from one of their technicians and said that the technician had been let go."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."This request was made immediately following the first I installation and has been made throughout each pointGuardme has consistently said that they would not do this - and would not honor the day grace period of consumer protection laws and as outlined in their service contract."Option was refused by company and customer started calling us repeatedly to cancel and refusing service."At each point I have allowed one more time to get it right, in which I explained of the week of 11/that if it could not be installed to the original specification correctly on 11/I we both agreed that we would part ways and they would come back out and install the original system in my homeOn 11/Guardme informed me they could not have a tech out on 11/at which point I told them that I would like my original equipment installed and I would exercise my day rights as I have maintained throughout."After many calls service of the system was agreed for Monday the 17thJust hours later the client changed his mind wanted the system removed and started threatening Revdex.com complaint an attorney general complaints."I have never agreed to the 17th, that date was communicated as a date the Guardme had selected without speaking or making sure the date would work with us When speaking to the monitoring company they informed us that this day had been selected, I am not sure who, how or why that date was selected, but it certainly wasn't agreed to Two vacation days had to be taken to accommodate for additional installation after the first time the tech did not show up with the right equipment on a Saturday And we were forced to because we have not had a working alarm since the second and third botched installation Since the alarm system has not been working there was a murder in our community less then miles away, at which point we have not had a working alarm I have young children and a wife whom are at home all day."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/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 overtimeAs 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 scheduledThe 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 to today Saturday 15th." When speaking with Michael we both agreed that if this type of experience was the exception rather than the norm, Guardme would do everything in their power to try to get someone out to our home to get things fixed Being that it was Tuesday and we had never agreed to or requested the 17th, we agreed to one final date to get things right We left the call that if that could not happen we would part ways and get the system back to the original installation before they came out."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/as scheduled."We both agreed to the resolution and consequences should the resolution not be met I think we have been overly fair given the situation Given the contract is two way they have not fulfilled their commitment either and should be held to the service levels and day grace period as a consumer and outlined in their contract I have outlined the avenues that are available to me to help protect me against business that take advantage of customers, as I feel has been done in our situation by Guardme I have thorough documentation of everything outlined in this response
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,
*** ***
Great. Thank you for sending the call recording I've listened to the entire call. And it is nice to hear that it backs up my claims 100% At several points in the call, Navid says that he will use all of my existing hardwired *** security equipment (which at the time and until I understood what actually was installed, I assumed to mean my security panel and attached components and the call gives me no reason to believe otherwise). Furthermore, in the call I am very clear that I am concerned with the aesthetics and am only looking to set up system monitoring and purchase new touchpads, etc. I never say that I want to start over with an entirely different system--I am ONLY looking to purchase some more aesthetically pleasing touch pads. At no time am I told that my entire security panel will need to be changed, that the 2Gig stuff being installed is incompatible with any part of my existing *** system. In fact, I repeat, I am told over and over again that my existing *** hardwired equipment will be used and that nothing is a problem "We can do that" is pretty much all Navid says "GuardMe is one of the largest *** dealers in the country," he says. They supposedly know ***, they are experts. I had every expectation that when the installers arrived, they would see that they were dealing with a potentially more complicated system than previously understood, that they would NOTIFY me of any complications and incompatibilities prior to commencing installation, and surely that they would NOT LEAVE MY HOME AND FAMILY WITOUT ANY FIRE PROTECTION!! Especially without even telling me. At this point, I refer you to my very clear rejections of GuardMe's previous offers and the claims I lay out there To repeat: Regardless of what was said or not said in whatever phone call GuardMe wants to reference, it still begs the question. GuardMe's installers (so called experts in *** SECURITY EQUIPMENT as GuardMe is one of ***'s largest retailers) must have been aware of the smoke alarms, their integration into my ALREADY EXISTING AND HARDWIRED 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; 100% contrary to any reasonable interpretation of the contract (going to use existing hardwired equipment which anyone could reasonably expect to include existing security panel and components) and the the understanding that I as the consumer was left with after the sales call, a call which included several completely unqualified claims about how GuardMe can and will use all of my existing *** equipment As I make pretty clear on the call, I am not a security expert, I am not a security installer. It's a new house and I am not even that sure of what I have in place. I only know that it is NEW, that it is *** and that I want to change the keypads for touchpads. Aside from setting up service, that is the entire reason for my call which was made abundantly clear to Navid A. 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 any working fire protection (at a minimum), all of which these so-called *** EXPERTS 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 home and family exposed Frankly, it is ridiculous for the company to point to phone calls and a contract in this instance--particularly when neither supports what the company actually did. But even still, as I have made more than clear, the contract states that GuardMe will be using existing, working, hardwired equipment. Nowhere does the contract give them permission to UNPLUG, DEACTIVATE, or REMOVE the integrated parts of the system already in place. Once GuardMe started unplugging and deactivating, without my knowledge or consent, they stepped outside the bounds and violated the contract There really is nothing left to be said. I want a refund and I want to put this behind me Regards, *** ***
We are scheduled right now to service Mr***'s system accordingly. After the service is complete, we will update accordingly
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. *** 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 processedWe cannot remove an inquiry from a credit report because the client decided not to move forward with an offer
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]
Complaint: [redacted]
I am rejecting this response because:
There was never a verbal agreement in place and I called [redacted] to question the quote that [redacted] drafted up and I told him that I wasn't sure what I wanted or needed for my security needs. I also asked if the $38.95 was the lowest quote that he could give me for the equipment that I had inquired about. In addition, getting a security alarm installed wasn't an urgent priority and I had plenty of time to get a security alarm installed in my home. It's not like I had a theft or anything in my neighborhood that caused me to need a security alarm installed ASAP. [redacted] asked me if I wanted to move forward and he stated that he would need to check my credit and he needed my bank account information. I told [redacted] that I wasn't going to give him my information at that time due to me wanting hold off for a week or two because I wasn't for sure what equipment I wanted installed such as whether I wanted a camera or not, doorbell..etch and I was concerned about how much I wanted to pay for a monthly service fee for these items. I needed the time to reflect on these and to look at budget. If I would of authorized [redacted] to run my credit, I wouldn't of called him around Feb 4th and asked him why did he run my credit without my permission. The bottom line is that my credit shouldn't of been ran once I told [redacted] that I wasn't going to give him my information and he ran it after I told him that. If I didn't give him any personal information to run it, he shouldn't of ran it. I am showing he ran my credit on Feb 2nd and I received the notice on the 4th.
Regards,
[redacted]
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 ###-###-####.
Complaint: [redacted]
I am rejecting this response because:I asked Mr. G[redacted] to communicate with me through the Revdex.com. I tried to resolve this issue the last two years....
I have already contacted [redacted] to get things corrected. The communication with Mr. G[redacted] needs to be documented. I would like Mr. G[redacted] to apologize and admit he was dishonest to me when he made the sale. He knew he could not prevent [redacted] from increasing my price. Through my two phone calls with [redacted] they told me Mr. G[redacted] should not have made this promise. Second, I would like to know how GuardMe will address this issue to prevent their sales personal from making false claims in the future.
Regards,
[redacted]
The client is correct that she has been having multiple service calls related to a a wifi camera sold by our firm. However the issue with the camera not working correctly is related to the client's wifi signal and not faulty hardware. We have been out several times to service the device....
The client has very small windows of acceptable arrival times and days and we have worked very hard to meet these times and closely as possible. The client also have not been pleased that several team members are working on her account. She feels that is is being pushed off however that is not the case. We have several staff members that make up the team responsible for serving her account and all are working closely together. In fact as this complaint arrived the client is actively engaged with 3 team members servicing her needs. It seems as if the client is working this from several angles. We are deeply invested in working through an issue that our contract is very clear about not being our responsibility, her internet wifi must support the system. Despite that we have invested 10s of hrs in this service issue and have not charged the client at all. Some clients would be tanking us for such free support, clear not the case here. I don't know what to offer the Revdex.com other than an explanation as we are servicing this client at the time of the complaint already.
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 (2 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]
We have had extensive contact with this customer. We have schedule service when requested. Customer is looking and has been looking to get out of their contractual obligation. This Revdex.com complaint is a response to our start of legal action taken to collect their debt. We ask...
the Revdex.com to investigate fully as this is a response to that collection effort. We will not be offering a refund in fact we have begun legal action to collect the entire contract balance for default.
Complaint: [redacted]
I am rejecting this response because:Just spoke with company (GaurdMe Security) they accidentally sent refund to the wrong [redacted] account on June 14th.
Regards,
[redacted]
I have contacted the customer directly via e-mail and telephone to discuss. We are scheduled for a meeting this evening.
The agreement was signed electronically via Docusign services via e-mail. That would explain why the signature does not look like a handwritten signature of the client. We do capture the IP address, PC's MAC address and e-mail that was used to sign this agreement. If the client...
desires to pursue this we can provide this documentation for legal review.
The client will be contacted today.
Complaint: [redacted]
I am rejecting this response because:
The check has not arrived at my residence
Regards,
[redacted]
We have completed a deep dive into this account. The customer has made many statements about what was "promised" to him by the salesman. I have personally reviewed all audio recordings of the calls between the client and the salesman. (This was sold over the phone) All claims made by the client regarding what he was "promised" by the salesman but not received are not in the recording of the call. Furthermore that contract clearly states that only burglar equipment, that is in working condition, shall be reused. Lastly from listening to all calls between the client and the salesman...when the salesman asked for details about the existing system the client never mentioned anything about existing smoke detectors. We have made a VERY fair offer to the client to provide & install smoke detectors for 1/2 our cost of the parts and no charge for labor however the client has declined to invest any money in the fire detection. Our offer to install this for 50% of our parts cost remains our final and best offer.