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Description

This company provides design, sale, installation, service and monitoring of security systems for homes, businesses and institutions.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Guardian Protection Services Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Guardian Protection Services Inc include:

  • 380 complaints filed against business

Factors that raised the rating for Guardian Protection Services Inc include:

  • Length of time business has been operating.
  • Response to 380 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

380 complaints closed with BBB in last 3 years | 137 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 38
Billing/Collection Issues 64
Delivery Issues 1
Guarantee/Warranty Issues 5
Problems with Product/Service 272
Total Closed Complaints 380

Additional Complaint Information

The BBB of Western Pennsylvania processes complaints for all of Guardian Protection Services from throughout the United States since the company is headquartered in the Western Pennsylvania service area.

Additional Information

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BBB file opened: January 01, 1983 Business started: 01/01/1950 in PA Business incorporated: 09/25/1991 in PA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Pennsylvania Attorney General List of Registered Contractors
16th Floor, Strawberry Square, Harrisburg PA 17120
http://www.attorneygeneral.gov/hiccon.aspx?id=4502
Phone Number: (888) 520-6680
Fax Number: 717-787-8242

Type of Entity

Corporation

Business Management
Mr. Russell Cersosimo, CEO Ms. Kristine Norge, Executive Assistant Mr. Michael Overby, VP Of Subscriber Services
Contact Information
Principal: Mr. Russell Cersosimo, CEO
Customer Contact: Ms. Kristine Norge, Executive Assistant
Business Category

SECURITY CONTROL EQUIPMENT & SYSTEM MONITORS SECURITY SYSTEMS CONSULTANTS MEDICAL ALARMS SMOKE DETECTORS & ALARMS SECURITY SYSTEMS FIRE & SMOKE ALARM SYSTEMS CONSTRUCTION & REMODELING SERVICES HOME THEATER BURGLAR ALARM SYSTEMS-DEALERS, MONITORING & SVC. BURGLAR ALARM SYSTEMS-DEALERS, MONITORING & SVC. VIDEO SURVEILLANCE SYSTEMS

Alternate Business Names
Armstrong Protection Services
Industry Tips
Pennsylvania Home Improvement Consumer Protection Act

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    11 Penns Trail, Suite 400

    Newtown, PA 18940

  • THIS LOCATION IS NOT BBB ACCREDITED

    11500 Metric Blvd, Suite 210

    Austin, TX 78758

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    119 Naylor Mill Rd, Northgate Bldg Park, Suite # 1

    Salisbury, MD 21801

  • 174 Thorn Hill Road

    Warrendale, PA 15086 (724) 741-0102

  • THIS LOCATION IS NOT BBB ACCREDITED

    2520 Whitehall Park Dr, Whitehall Tech Center VI, Suite 400

    Charlotte, NC 28273

  • THIS LOCATION IS NOT BBB ACCREDITED

    31835 Eight Mile Rd.

    Livonia , MI 48152

  • THIS LOCATION IS NOT BBB ACCREDITED

    4013 Vincennes Rd

    Indianapolis , IN 46268

  • THIS LOCATION IS NOT BBB ACCREDITED

    4710 Eisenhower Blvd, Suite F-1

    Tampa, FL 33634

  • THIS LOCATION IS NOT BBB ACCREDITED

    510 McCormick Dr, Suite F-G

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    5253 Prue Rd, Building # 3, Suite 300

    San Antonio, TX 78249

  • THIS LOCATION IS NOT BBB ACCREDITED

    5401 Ashley Circle, Suite A

    Austintown , OH 44515

  • THIS LOCATION IS NOT BBB ACCREDITED

    6221 Riverside Dr Ste 100

    Irving, TX 75039

  • THIS LOCATION IS NOT BBB ACCREDITED

    8475 Helgerman Court, Oakmont R & D Park

    Gaithersburg, MD 20877

  • THIS LOCATION IS NOT BBB ACCREDITED

    9854 Windisch Dr

    West Chester, OH 45069

  • Corporate Location 174 Thorn Hill Road

    Warrendale, PA 15086

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (724) 741-0102(Phone)
  • (800) 645-2411(Phone)
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Complaint Detail(s)

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a sales and monitoring agreement with Guardian Protection for services to be performed at my home in Savannah, GA. The term was for five years. I sold my house after three years, contacted Guardian that I had sold my house and they discontinued the monitoring services at that address. They continued to bill my credit card for the monthly service amount after I had closed on my house and relocated to another state. I spoke with an agent regarding the billing and was told I had a 5-year contract and was required to pay the remaining 27 months of the 5 year monitoring agreement. I asked for a copy of the contract and agent emailed it to me. The agreement specifically states that the agreement is between Guardian Protection Services and me and for services to be performed at the address of the monitoring services. Because Guardian Protection Services discontinued monitoring the security system at the address for the address on the agreement and the house that I no longer owned, the terms of the agreement were void and no longer valid. I protested the billings to my credit card company and my charge card credited my account for 3 months of Guardian billings and discontinued allowing them to charge my credit card. If Guardian had a legitimate agreement, Guardian could have stated their case to my credit card account. However, Guardian did not reply to credit card dispute and falsely reported this fabricated debt to a collection agency, who in turn, sent collection notices to people's addresses where I have never resided but have at one time had the same last name. Now I have people (who know me) forwarding to me Guardian's lawyer's collection notices that have been sent to them with no viable current connection to them or their address. Now I look like a dead beat who doesn't pay her bills to people who have had no connection with me for almost 20 years. There may be more notices to other addresses that don't know how to contact me.

Desired Settlement: I want Guardian Protection to honor their agreement. They voided their agreement by no longer providing services at this address with this homeowner. They are to withdraw this fabricated receivable and collection notice and contact any credit reporting agencies to delete it from my credit report and submit to me any addresses their collection agent sent this collection notice.

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

 

Guardian has conducted a thorough review of the above account and offers the following information. For background, Ms. ******* entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on January 8, 2011 for an initial term of five (5) years. Ms. ******* acknowledged the term of the Agreement by affixing her signature at the bottom of the form.

 

On October 23, 2013 with twenty-seven (27) months remaining in the initial term of her Agreement, Ms. ******* informed Guardian that she was moving from the premises. Guardian’s representative properly informed Ms. ******* that the initial term of her Agreement had not yet been satisfied and in order to terminate her Agreement prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Ms. ******* in fulfilling her obligations under the Agreement, Guardian offered to transfer her services to her new residence under a new Agreement. Guardian also explained that should the purchaser of her home elect to activate monitoring services under a new Agreement, Ms. ******’s Agreement would be satisfied. Ms. ******* requested that Guardian contact the new homeowners to determine if they would elect to take over the monitoring services. 

 

As promised, Guardian contacted the new homeowners who expressed they were not interested in activating 24-hour monitoring services. Guardian spoke with Ms. ******* on January 28, 2014 and informed her of the status of her account. Ms. ******* disputed the initial term of her Agreement and Guardian provided Ms. ******* with a copy of same. Guardian again offered to relocate monitoring services to Ms. ******’s new residence to assist her in fulfilling her obligation under the Agreement. Guardian quoted the early termination fee and offered to discount the fee in an effort to facilitate resolution. Unfortunately, Ms. ******* rejected all offers presented by Guardian. 

 

Upon receipt of your letter, Guardian contacted Ms. ******* directly. In a good faith effort to satisfy Ms. ******* and bring swift resolution to her concern, Guardian offered to accept one-half of the early termination fee. Ms. ******* again rejected Guardian’s offer. 

 

Ms. ******* has asserted her belief that the Agreement became void upon termination of monitoring services at her former premises and specifically expressed there is nothing in your agreement that states there are any obligations other than that you are to provide services at that address.  Nothing in the agreement states that I was required to continue to pay for services that were not provided at that address”.  It is important to note this is specifically addressed in Section 12 of Ms. ******k’s Agreement, which clearly states, “Your obligations under this Agreement continue even if You sell or leave the Premises.”

  

Respectfully, Guardian has assessed this matter and made reasonable attempts to satisfy Ms. ******* and assist her in fulfilling her Agreement.  Ms. ******’s request to cancel her account without further payment is an unreasonable request.  Guardian agreed to provide services under a mutually binding Agreement for an initial term of five (5) years.  Guardian at all times has fulfilled its obligations under said Agreement with the anticipation that Ms. ******* would reciprocate. 

 

As a final gesture of good faith to bring this matter to closure, Guardian’s offer to accept a 50% reduction to the early termination fee remains available.  This reduction amount has been provided to Ms. ******.  This offer is extended to Ms. ******* until close of business on July 25, 2014 after which it will be rescinded.  Guardian believes this offer to be fair and reasonable and is hopeful Ms. ******* will concur.    

 

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

 

Sincerely,

 

****** ******, Assistant Credit Manager

Credit & Collections Department

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am an 88 year old man living alone. I had an existing alarm system with *** and pleased with their service todate. On October 2, 2013, two men , ****** **** and ******* *******, came to my door and stated that *** security Services no longer owned the security monitoring equipment in my home and they/ Guardian Security would take over the protection services for my home. ****** **** inspected the existing equipment and said he would add a chip inside the alarm box that would improve the system.******* ******* handled the paperwork and had me give information and sign forms, including a cancellation form which they said they would send to ***. I asked them if they would be replacing the security sign and decals on the doors and windows with the new company name. They said no, I was to continue using the *** signs. On October 10, 2013, I received a permit form for the security service from the City of Phoenix Police department showing Guardian and *****. At no time from the start did either person representing themselves as agents for Guardian mention *****. ***** charges started on my January and February bank statements. Because that was the first time I had seen or heard the name *****, I called Visa and cancelled the payment for February and any future debits from *****. I also called the City of Phoenix Police department and cancelled the permit saying they had been lying and scamming to take over from ***. The officer I talked to said there had been other calls like mine with the same issues with Guardian and *****.I called Guardian to inform them I was cancelling the agreement due to the deceitful nature of how they signed me up and contacted *** to reinstate service. *** agent confirmed they had similar issues with Guardian stealing customers the same way. The two "agents" for Guardian lied about the ownership change of my equipment to gain access to my system and coerce me into signing a contract with Guardian, which is now billing as *****.

Desired Settlement: I want Guardian/***** to cancel the contract dated 10/2/13 and cease billing me for services which were contracted under false pretenses and that are no longer being provided as I switched back to my original security monitoring provider, ***.I have also filed paperwork with the Arizona Attorney Generals' office regarding this deceitful practice the appears to be preying on the elderly.

Business Response:  

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern. 

 

We have conducted a thorough review of the above matter and have determined that Mr. ****’s account came to Guardian by way of an Authorized Dealer known as ***** **** ********. As such, all aspects of Mr. ****’s sales transaction took place directly between ***** **** ******** and Mr. ****.

 

***** **** ******** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** **** ********. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** **** ********, including security evaluations, sales processes, installation practices or any other aspects of ***** **** ********’s business.

 

Mr. **** has requested cancellation of his account and further requested that invoicing of his account cease. Respectfully, Mr. **** will need to communicate directly with ***** **** ******** regarding that topic. Mr. ****’s sales transaction took place directly with ***** **** ********. Guardian is merely the provider of 24-hour monitoring services for Mr. **** on behalf of ***** **** ********. Additionally, Guardian is not involved with the billing of Mr. ****’s account; all invoices are generated directly from ***** **** ********. Any concern related to billing of monthly monitoring fees will need to be communicated directly to ***** **** ********.

 

In an effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Mr. ****’s complaint to ***** **** ******** and requested they contact him to address his concerns. Guardian is confident that ***** **** ******** will address this topic with Mr. **** in a timely and professional manner. 

 

Should you or Mr. **** wish to contact ***** **** ******** directly, they may be reached at: ***** **** ********,**** ** *** *** ****** **** *****. Telephone: ###-###-####.

 

I am hopeful this response has assisted in clarifying Guardian’s role in this matter. Thank you for allowing Guardian the opportunity to address Mr. ****’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. *****.

 

Sincerely,

 

****** ********, Supervisor

Dealer Division

Consumer Response:

Better Business Bureau:

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

The Guardian Security Services response stated that my transaction to contract for security monitoring was directly with *****.   In fact, all paperwork, including the equipment installation and service contract was with Guardian Security and the two men that came to my door represented themselves as agents for Guardian.  At no time did they mention ***** nor is the name ***** anywhere in the services contract.  As such, I maintain my complaint rightfully is with Guardian Security as originally submitted to the BBB and Arizona State Attorney Generals office.

Regards,

****** ****

 

 

Business Response:  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. ****’s response.

 

Mr. ****’s transaction, including the sale and installation of his security system, occurred directly with ***** **** ********, LLC (“*****”). At the point of sale on October 2, 2013, Mr. **** executed the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). Section D(III)(1) of the Agreement clearly references the fact that ***** is an authorized dealer of Guardian.  A copy of the Agreement is attached for your reference. 

Guardian provides 24-hour monitoring and related services for customers whose security systems are sold and installed by *****. Guardian requires certain documentation in order to activate such services. As previously noted, ***** is a separate and distinct company from Guardian whereby Guardian does not control any activities, policies or procedures of *****, including their sales or installation processes, practices or any other aspects of *****’s business.

Mr. ****’s contractual obligations are directly with *****.  Guardian’s role is that of a third-party contractor to provide 24-hour monitoring services for *****.  Therefore, Mr. **** will need to communicate directly with ***** regarding termination of his Agreement.

Guardian has made ***** aware of Mr. ****’s multiple requests to cancel his Agreement.  ***** advised Guardian that they were unwilling to terminate Mr. ****’s Agreement. While Guardian has suggested to ***** that the termination of Mr. ****’s Agreement should resolve this matter, Guardian is unable compel action.  In an effort to assist in facilitating a resolution of this matter, Guardian has provided a copy of the complaint to ***** and requested that they address Mr. ****’s concerns directly with him. 

Should you wish to contact ***** directly, they may be reached at:  ***** **** ********, **** **** * *** ** ****** ** *********** ***** *** ******* *** **** *********, Phone: ###-###-####.

Please be assured that Guardian will monitor complaints about *****’s sales practices closely and take appropriate action, up to and including, termination of Guardian’s relationship with ***** if Guardian determines that ***** is operating in breach of their dealer agreement with Guardian.

Guardian apologizes for any confusion with Mr. ****’s account and will continue to notify ***** of all further information received in connection with this complaint.

Should you have any questions, please contact me directly at ###-###-####, ext. *****.

 

Sincerely,

 

****** ********, Supervisor

Dealer Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Advertising/Sales Issues
7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GENTLEMEN: I RECEIVE A BILL ON 5/12/ 2014 FOR ABOUT $120.50.I CALLED THE COMPANY BECAUSE I WAS SURE I PAID MY APRILBILL AND MAILED IT IN.MY HUSBAND SAID WE DID NOT NEED A SECURITY SYSTEM. WEARE AN ELDERLY COUPLE AND ON A FIXED INCOME.IT SOUNDED GOOD DEAL BUT A YOUNGER FAMILY NEED IT.BUT THEY DIDN’T CHARGE ME FOR INSTALLATION. THEY. ALSO CHARGED ME ON PAPER BILLING INSTEAD OF AUTOMATIC BILLING. I TOLD THE PERSON THAT TO CANCEL THE ACCOUNT. I CALLEDON 5/13/2014 AND TALKED TO CUSTOMER SERVICE WHOTRANSFER' ME TO ###-###-####.: THEY PUT ME ON HOLD AND AYOUNG LADY CAME ON THE LINE AND SAID SHE HAD TO FINDSOMEONE TO HELP ME; THEY WILL CALL ME BACK. THAT WAS1:00 P.M. IN THE AFTERNOON. I TOLD HER THAT THIS WASUNPROFESSIONAL BUT I WILL WAIT FOR A CALL BACK.I HAVE ONLY HAD THE 'SYSTEM FOR THREE MONTHS. IT WASWHILE MY HUSBAND WAS IN THE HOSPITAL WITH AN HEARTATTACK. I SHOULD HAVE WAITED UNTIL HE CAME HOME. I AMSORRY TO WASTE YOUR TIME AND MINE. HE DOESN’T WANTTHE SYSTEM AT ALL. THE LADY SAID THE SYSTEM IS PAID FOR.I AM WRITING YOU TO TELL ALL. A LADY NAME *** CALLED BACK AT 3:15 A.M. TO 3:21 P.M. TO TELL ME THAT I SIGNED UP FOR 60 MONTHS WHICH IS FIVE YEARS AND SIGNED AN AGREEMENT IN THE BEGINNING SHE SAID THAT IT COULD NOT BE CANCEL UNTIL THEN. THE CONTRACT IS TOO LONG FOR ME. 

Desired Settlement: see Attached document

Business Response:  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. ***’s concerns.    

 

Ms. ***’s account came to Guardian by way of an Authorized Dealer known as ************. As such, all aspects of Ms. ***’s sales transaction took place directly between ************ and Ms. ***. In order to establish a Guardian account for Ms. *** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ************. All such required paperwork was provided thereby facilitating activation of Ms. ***’s services and subsequent billings. Please note that ************ is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ************. Guardian does not control any day-to-day business activities or any internal policies or procedures of ************, including security evaluations, sales processes, installation practices or any other aspects of ************’s business.   

 

Upon receipt of Ms. ***’s complaint, Guardian contacted ************ and provided a copy of same in an attempt to facilitate resolution.  ************ is a highly respected firm and has agreed to reduce Ms. ***’s initial term from 60 months to 36 months. Guardian has spoken with Ms. *** who has accepted this offer to reduce the initial term of her Agreement and has expressed her satisfaction with this resolution.

 

Thank you for allowing Guardian the opportunity to address Ms. ***’s concerns.  Should you have any questions, please contact me directly at ###-###-####, ext. *****.

 

Sincerely,

 

****** ********, Supervisor

Dealer Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would have never had shared my disappointment with this company so publicly had I not been informed that after patiently (or impatiently) waiting-out the FIVE (5) year contract I felt suckered into - that now I cannot be refunded an over payment for a monthly installment of $35.95. I understand that business is slowing down for them right now with people opting to purchase their own camera/security systems. However, in attempting to follow the rules I called a month previously and spoke with an agent - who instead of following-up on my request, insisted on pursuing the call as a sales opportunity. Because of my willingness to be cordial, I didn't get the information I needed and now I am supposed to bite the bullet. So, here we are a month later and another automated debit is drafted from my account. My tenure shows that I have always paid my bill timely and many times months in advance. Yet, you find no justification in honoring my request after going back and listening to a call which clearly documents my intent and their agents lack in sharing their so-called 30-day in-writing policy. If anyone at this company really gives a hoot, you may care to have a discussion with your Warrington, Pa crew - specifically ***** ******* *** *** @ ###-###-####. I believe your "customer loss diversion tactics" need to be revised. When a companies loss outweighs its' gains - the methodology becomes imbalanced. It is blatantly apparent that your business lacks ethical integrity and character to argue such a minimal amount from a long-standing customer - who in-fact DID attempt to follow the rules. Finally, should these decisions not be reversed immediately - your decision serve to prove a couple of things; 1) you NEVER valued my patronage anyway, and therefore did not deserve it and 2) any consideration of remaining on with your company would have clearly not been in my best interest. I'm just astounded that this stuff still happens today.

Desired Settlement: Acknowledging that on 5/7/2014 I called to cancel any further service and refunding the $35.95 would be sufficient in confirming that they concur.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. *********’ concerns and clarify this matter for all parties.    

 

Upon receipt of your letter, Guardian conducted a thorough review of Ms. *********’ account including all telephone interactions with Ms. *********. (Please note, due to the nature of Guardian’s business, all telephone calls are recorded.) Guardian offers the following information in response.

 

Our records indicate that Ms. ********* contacted Guardian on May 7, 2014 to inquire about the expiration date of her monitoring contract. Guardian’s representative informed Ms. ********* that the initial term of her agreement with Guardian expires on May 15, 2014. Ms. ********* then inquired about upgrading her security system to include video cameras, or possibly keeping her security services as they are but lowering her monthly monitoring rate.  Guardian’s representative indicated he would be happy to assist Ms. ********* by providing upgrade information however he would need to transfer her to a different department to discuss lowering her monitoring rate while maintaining her current services. Unfortunately, the telephone call was abruptly terminated before any further information could be discussed.    

 

On June 9, 2014, Ms. ********* contacted Guardian to dispute the automatic payment withdrawn for the monitoring services invoiced on June 9, 2014. Ms. ********* further stated she had requested the cancellation of her account during her conversation with Guardian on May 7, 2014. Guardian’s representative reviewed Ms. *********’ account and could find no indication that cancellation had been discussed.  Guardian’s representative also informed Ms. ********* that Guardian’s policy requires 30 days’ written notice to cancel an account. Guardian received the subject complaint shortly thereafter. 

 

Upon receipt of your letter, Guardian reviewed the recording of the telephone call with Ms. ********* on May 7, 2014 and confirmed that no mention was made of cancellation during that conversation. Notwithstanding, in a good faith effort to bring swift resolution this matter, Guardian will process Ms. *********’ cancellation request immediately. Ms. *********’ account has been cancelled effective June 7, 2014.  Additionally, Guardian has agreed to refund Ms. *********’ payment for monitoring services billed on June 9, 2014.  Guardian apologizes to Ms. ********* for any confusion related to the cancellation process. 

 

Thank you for allowing Guardian the opportunity to clarify this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####.   

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Problems with Product/Service
6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had guardian since right after moving into my new home. I have had nothing but problems out of the from day 1. first I was on auto pay then I magically got taken off of auto pay and they would only send me a bill every 3 to 4 months at which time it would have late charges. I tried to get them to put me back on auto pay but they never did. I also have had nothing but problems out of their system. I never once armed it. I called because one day it kept going off some time in may of 2013. after calling multiple times and having to listen to the beeping for days they finally said they would send someone out I also let them know again at that time I wasn't on auto pay anymore and would like to be put back on which they never did. The day they finally sent someone out to fix it they didn't notify me in time and I was at work so they did not fix it because I wasn't home and they didn't give me enough notice. I told them on many occasions that I did not want their services anymore because they would not come out and fix their product. Just last night I called May 22, 2014 because the alarm system started beeping at 10:30pm while I was trying to sleep and wouldn't stop going off. They were rude and would in no way help me make it stop. they told me that they couldn't help without the system being right there in front of them. Every time I called them they were rude to me disrespectful and over all just horrible when it comes to customer service. I never once got any help from them when I had a problem with it. I finally unplugged the system from my garage and took the battery out of the control panel so I could get some sleep last night. Some people have to work and can't run their work around a terrible security company.

Desired Settlement: I want their system taken out of my house they can have all of their equipment that has never worked right back. I also want this taken off of my credit. I refuse to pay for a service that doesn't work and terrible customer service. I want them to take it off my credit take their stuff and to never hear from them again.

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

 

It is important to first understand that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Mr. ****’s account is among those for which Guardian provides these services. Mr. ****’s sales transaction, system installation and system activation process took place directly between ********** ****** and Mr. ****; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. ****’s contractual arrangement is with ********** ******, not Guardian. Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above. 

 

Additionally, please note that ********** ****** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of ********** ******, including security evaluations, sales processes, installation practices or any other aspects of ********** ******’s business. All authorized dealers, including ********** ******, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities. 

 

Our records indicate that Mr. ****’s original transaction with ********** ****** occurred on June 27, 2012 at which time Mr. **** executed a Monitoring Agreement (“Agreement”) with ********** ****** in order to engage monitoring services. The initial term of the Agreement is designated as a period of three (3) years. Mr. ****’s system was installed and activated by ********** ****** on June 27, 2012. 

 

Mr. ****’s letter expresses dissatisfaction with his enrollment in Guardian’s auto pay program. Guardian has reviewed its records and found that Mr. ****’s enrollment in Guardian’s EZPay program was cancelled on July 16, 2012 after Mr. ****’s regularly scheduled monthly payment was returned due to a cancelled or invalid payment form. Guardian did subsequently speak with Mr. **** and offered to assist him with re-enrollment in the program.  Mr. **** indicated he was at work and declined to re-enroll at that time.  Guardian’s records indicate no further discussions with Mr. **** regarding the auto pay program, nor do records reflect Mr. **** requesting to re-enroll at any time.  If Mr. **** made such a request directly to ********** ******, Guardian would have no record of such discussions.

 

Mr. **** also expresses discontent with requests for onsite service. Guardian has reviewed its records and confirmed that Mr. **** contacted Guardian on July 2, 2013 to request a service appointment. Guardian immediately forwarded his request for onsite service to ********** ******, the servicing company for Mr. ****’s system. ********** ****** contacted Mr. **** and scheduled onsite service to take place on July 5, 2013 between the hours of 12:00pm and 5:00 pm. ********** ****** arrived for the appointment at 1:37pm on July 5, 2013 as scheduled.  Upon arrival, ********** ******’s technician found no one at the premises to allow access to the security system.  After waiting a reasonable period of time, the technician departed the premises to attend his next scheduled service appointment.  Mr. **** states in his letter that ********** ****** “didn’t give me enough notice.” Respectfully, our records indicate that ********** ****** arrived for the service appointment during the timeframe previously agreed upon by Mr. ****.   Guardian subsequently made numerous attempts to contact Mr. **** to assist him with his system and to reschedule the service appointment.  Mr. **** declined to accept Guardian’s telephone calls. 

 

Mr. ****’s letter also expresses that Guardian’s customer service representatives were “rude” and “disrespectful” to him.  Guardian has conducted a thorough review of Mr. ****’s account in response to this assertion, including a review of all telephone calls with Mr. ****. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.)  A detailed review of Mr. ****’s most recent conversations revealed that Guardian representatives have consistently provided courteous, professional and expert assistance. At no time were Guardian representatives "rude" or “disrespectful” as asserted in Mr. ****’s complaint. To the contrary, Guardian’s representatives conducted themselves with the utmost professionalism and remained helpful at all times in an earnest and good faith attempt to assist Mr. ****. 

 

Upon receipt of your letter, Guardian made several attempts to contact Mr. **** to review his concerns. As of this date, Mr. **** has declined to return the message left for him by Guardian.

 

Because Guardian is contracted by ********** ****** to provide 24-hour security monitoring for Mr. ****’s account, Guardian does not possess the authority to terminate his Agreement with ********** ****** as he has requested. Guardian has advised ********** ****** of Mr. ****’s complaint and desire to cancel his Agreement with their firm.  ********** ****** is a highly respected firm and has authorized Guardian to provide the following resolution offers to Mr. ****:

 

1)     ********** ****** will schedule onsite service at no charge to Mr. **** to ensure his system is functioning properly. Upon completion of a satisfactory service appointment, Guardian will review with Mr. **** the timeframe in which he feels he was without service and discuss a potential credit to his account representing that timeframe; or

 

2)     Should Mr. **** wish to cancel his account prior to the end of his initial term, he may do so by remitting the full early termination fee as set forth in the terms of his Agreement with ********** ******. 

 

The above offers presented to Mr. **** by Guardian are the same offers to which ********** ****** has authorized Guardian to extend.  These offers are made available to Mr. **** until close of business on July 7, 2014 after which they will be rescinded.

 

Guardian is hopeful this explanation assists in clarifying Guardian’s role in servicing customers of ********** ******.  Thank you for allowing Guardian the opportunity to address Mr. ****’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.      

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Guardian protection services for my home security service in July 2010. It was a 3 year contract. I have been trying to cancel services for a few months. I was told that I signed a 3 year contract in April of 2012, I was given various reasons why this contract was in place (new service, upgraded equipment, a move) none of which is true, and I did not sign a 2012 contract. They did not have a copy of my 2010 contract, luckily I did. I was recently emailed a copy of this 2012 contract by a Guardian protection service customer rep. The name in the contract is NOT my name, nor is it my signature. I had to fax their company a copy of my 2010 contract, seeing as they stated they did not have it. I do not see how a company can continue to bill me and collect money on a contract that is not valid?

Desired Settlement: I am requesting that Guardian Protection Service refund the monies that I paid for an Invalid contract ($45.00 a month from April 2012- June 2014) I am also requesting that I stop being billed immediately and that I receive a letter or email stating that my service is cancelled and that I will no longer be charged.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. *******’s concerns and clarify this matter for all parties.    

 

As background, Ms. *******’s account came to Guardian by way of an Authorized Dealer known as *****, Inc. (“*****”). Ms. *******’s sales transaction, system installation and system activation process took place directly between ***** and Ms. *******. ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of *****, including security evaluations, sales processes, installation practices or any other aspects of *****’s business.

 

In order to establish a Guardian account for Ms. ******* and activate 24-hour monitoring and related services, Guardian required certain paperwork to memorialize the transaction between Ms. ******* and *****. All such required paperwork for Ms. *******’s account was received by Guardian from ***** at which time Guardian commenced 24-hour monitoring services.

 

Upon receipt of your letter, Guardian reviewed its account records. Guardian’s records indicate Ms. ******* initially engaged ***** in 2010 to provide 24-hour monitoring services. Ms. *******’s system was installed and activated by ***** on July 5, 2010. 

 

On April 25, 2012, ***** conducted onsite service at Ms. *******’s premises. Subsequent to that service appointment, ***** provided Guardian with a new Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated April 25, 2012 for an initial term of thirty-six (36) months. The Agreement indicates******* ****** (Ms. *******’s former name) as the Customer with a service address of ***** ** ****** **** ** ******** *******. 

 

In March 2013, Ms. ******* informed Guardian that she planned to move from the premises.  Guardian’s representative informed Ms. ******* that she would need to speak directly with ***** regarding relocation of monitoring services or cancellation options. ***** subsequently informed Guardian that it had spoken with Ms. ******* and informed her that an early termination fee would apply to cancel the remaining term of her Agreement.  ***** further informed Guardian that Ms. ******* had acknowledged her understanding of the terms of the Agreement. 

 

Guardian received no further contact from Ms. ******* until April 10, 2014 at which time she requested the cancellation of her account. Guardian’s representative explained to Ms. ******* that she remained within the initial term of her Agreement and that an early termination fee is required to cancel her account.  Ms. ******* disputed that she remained within the initial term of her Agreement. In an effort to assist her, Guardian’s representative mailed a copy of the Agreement to Ms. ******* for review.  

 

Ms. ******* has expressed that she did not execute the 2012 Agreement on file with Guardian and has further expressed that no changes were made to her security system by ***** in April 2012. Guardian has researched its records in response to Ms. *******’s concerns. In light of Ms. *******’s unique situation and in faith, Guardian will accept Ms. *******’s request to cancel her account. Upon receipt of Ms. *******’s written authorization which must contain her signature and confidential security password, Guardian will cancel her account and terminate all 24-hour monitoring and related services.  Upon cancellation, the balance due on Ms. *******’s account will be waived and she will receive no further billing statements from Guardian. Ms. ******* may contact me directly at the telephone number listed below to coordinate receipt and execution of the documentation necessary to process the termination of her account.  

 

Ms. ******* has also requested a refund of amounts paid for 24-hour monitoring services rendered by Guardian. Guardian has reviewed Ms. *******’s account records and has confirmed that all regularly scheduled test signals from Ms. *******’s system have been properly received by Guardian. Guardian has at all times honored its obligation under the Agreement and has consistently provided 24-hour monitoring and related services to date.  As such, Guardian respectfully finds that Ms. *******’s request for a refund is unwarranted at this time.

 

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. *******’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. *****.  

 

Sincerely,

 ***

Customer Service Department

Consumer Response:

Better Business Bureau:

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

 I mailed your company a cancellation letter with all the information you need on Friday June 13th 2014. I am requesting a letter from your company stating that it is closed and paid in full. What is your conpany going to do about funds that I paid from 2012-until now, under a fraudulent contract (I faxed your company the 2010 agreement, and a copy of my ID to verify that nor was it my signiature or name on the 2012 contract) I was married in 2011 and changed my name from ****** to *******. Also if you look at both contracts, they both state the same equipment. Somebody at your company saw that my contract was up and falsified information and a signiature. I also never called your company and stated that I was moving. Also an agreement was never mailed to me, the 2012 contract was emailed to me after I was told several times that I could not have a copy unless I submitted a written request. I am sure I was told that because they knew that it was not a valid contract. So no I am not breaking my contract, I had a 36 month contract from 2010 that was up years ago!!!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract with Guardian Protection sometime around last October. A month or two after signing with them I started receiving error messages on my alarm system. They sent a repairman out to service the system and it was fixed. Sometime around January I started receiving the same error messages on my alarm and also receiving phone calls saying they are detecting motions sensors in the house and want to know whether to send the police. No one is in the house while they receive the messages. I ask for them to send the repairman out to fix the system but this time they tell me that they will charge me to have the alarm looked at even though the first repair was their fault. I decline and stop arming the alarm. A couple months go by of me paying the bill and not using the alarm before I call and ask to speak with a manager. She is not friendly and keeps reminding me that I have signed a contract with them and am binded to pay them regardless whether I use the alarm or not. Finally I get her to agree to send the repairman again but if the issue was on my end I would pay for having him sent out. We schedule the service date and I take the day off of work. I waited for the serviceman but not only did he not show up he didn't bother to call either. I complain to Guardian and they deny that he didn't no call no show me. I am furious at this point for the poor service and taking the day off work so I ask to have my service disconnected. They refuse and ask when they can send another repairman out to service the alarm. I no longer want to work with Guardian since I am relying on them to monitor mine and my family's safety.

Desired Settlement: I do not want to work with Guardian Protection again and want out of my contract.

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

 

For background, Mr. *****’s initial transaction with Guardian occurred on July 19, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months.

 

On September 28, 2013, Guardian received a trouble signal from Mr. *****’s garage window. Guardian contacted Mr. ***** to inform him of a potential issue with the device. Mr. ***** scheduled an onsite service appointment which took place on October 11, 2013. During said service appointment, Guardian’s technician replaced the garage window sensor at no charge to Mr. *****.

 

Mr. ***** contacted Guardian on December 23, 2013 for assistance with the basement motion sensor. Guardian’s representative assisted Mr. ***** in checking the keypad and clearing the memory. Mr. ***** advised he would also clean out the motion upon his return to the premises. Mr. ***** then requested assistance with the left dining room window sensor. Guardian’s technician assisted Mr. ***** but was unable to successfully resolve the issue with troubleshooting techniques. Guardian’s representative offered to schedule onsite service to repair and/or replace the sensor. Mr. ***** declined to schedule onsite service at that time.

 

On January 27, 2014, Guardian received an intrusion signal from the basement motion sensor. Guardian immediately contacted Mr. ***** who provided his confidential security password and instructed that no authorities be dispatched in response to the intrusion signal.

 

Guardian received no further contact from Mr. ***** until March 10, 2014 at which time he requested the cancellation of his account stating his system was not functioning properly. Guardian reiterated its previous offer to schedule onsite service at no charge to evaluate his system and make any necessary repairs. Mr. ***** declined to schedule onsite service and wished to move forward with cancellation. Guardian’s representative informed Mr. ***** that he remained within the initial term of his Agreement and an early termination fee was required to cancel his account at that time.

 

On March 11, 2014, Guardian spoke with Mr. ***** who reiterated his request to cancel his account without further payment, citing service issues.  Guardian’s representative informed Mr. ***** that the early termination fee could not be waived and again offered to schedule onsite service at no charge to him. Guardian’s representative also offered to apply a credit to Mr. *****’s account equal to one month of monitoring services in a good faith effort to satisfy Mr. *****.  Mr. ***** initially declined all offers for onsite service however he contacted Guardian on March 24, 2014 to schedule a no-charge service appointment.  The service appointment was scheduled for April 1, 2014.

 

On April 1, 2014, Guardian’s technician arrived as scheduled for the service appointment; however, there was no one at the premises to allow the technician to conduct work. After waiting a reasonable period of time, the technician proceeded to his next scheduled service appointment. The following day, Mr. ***** contacted Guardian and stated the technician did not arrive as scheduled for the service appointment on April 1st and requested the cancellation of his account. Guardian reviewed its records and informed Mr. ***** that the technician did arrive for the appointment and found no one to be at the premises. In a genuine effort to resolve his concerns, Guardian offered to schedule a same day service appointment during evening (on call hours) at no charge to Mr. *****.  Mr. ***** declined to schedule service.

 

On May 9, 2014, Guardian received an intrusion signal from Mr. *****’s basement motion sensor. Guardian immediately contacted Mr. ***** who provided his confidential security password and indicated a false alarm. In an effort to assist him, Guardian reiterated its offer to schedule a service appointment at no charge and also offered to apply a credit to Mr. *****’s account. Mr. ***** declined all offers. 

 

Guardian contacted Mr. ***** on May 11, 2014 to advise of a low panel battery signal received from his security system. Mr. ***** requested the cancellation of his account without further payment.  Guardian’s representative informed Mr. ***** that he remained within the initial term of his Agreement and was not eligible to cancel his account without payment of an early termination fee. Guardian received the subject complaint shortly thereafter. 

 

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns. During that conversation, Mr. ***** expressed dissatisfaction with the service appointment schedule for April 1, 2014 and reiterated his belief that Guardian’s technician did not attend. Guardian’s representative informed Mr. ***** that the records from the GPS device in the technician’s vehicle had been reviewed. Said records do reveal the technician was present at Mr. *****’s residence on April 1, 2014 from 8:06am until 8:22am. Guardian’s representative again offered to schedule onsite service during evening/weekend hours at no charge to Mr. *****. Mr. ***** refused the offer to schedule service and terminated the call.

 

Respectfully, Guardian is unable to accommodate Mr. *****’s request to cancel his account without further payment. Guardian has at all times honored its obligation under the Agreement and has made every reasonable effort to address and resolve Mr. *****’s concerns with his security system. Unfortunately, Mr. ***** has declined to allow Guardian the opportunity to conduct onsite service.

 

Guardian’s offer to schedule a service appointment at no charge remains available. Should Mr. ***** elect to schedule onsite service, he may do so by contacting me at the telephone number provided below. Alternatively, Section F of Mr. *****’s Agreement states he may cancel his account prior to the end of the initial term by remitting full payment of the early termination fee, which is identified to be $750, plus all amounts previously invoiced. Notwithstanding the above, in a good faith effort to bring swift resolution to this matter Guardian will agree to accept a 50% reduction of the early termination fee. Upon receipt of payment of $472.64 (one-half the early termination fee + $97.64 outstanding balance), Guardian will cancel Mr. *****’s account and end all obligation under the Agreement. This offer is extended until close of business on June 27, 2014 after which it will be rescinded.

 

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. *****’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.    

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service
6/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The old Bait and Switch. In October of 2010 we had a sales rep walking through our neighborhood "Allied alarm" representing Guardian Protection Services and sold us a protection/alarm service for our home. I had spoken with the representative at the time and said I was not interested as we would be moving within a couple year time frame and had no interest in transferring the system or getting involved in a contract longer than two years. I was told that could be done and that he would set up an appointment with my wife later in the week to set up the two year contract. Come to find out that was done and a 5 year contract was signed and sold to my wife without me present. My wife had no idea that she had signed a 5 year contract as she knew we would be leaving the neighborhood within the next two years and I had told her two years was all we would agree to. My wife had undergone extensive health treatments on her brain in the summer of 2010 including some electrical shock therapy before signing the contract. As a matter of fact two weeks after the contract signing we were at the Mayo Clinic in Rochester, MN to have her reviewed and studied for a metastasized brain tumor that she had battle over the summer of 2010. I also underwent unexpected triple by-pass heart surgery two weeks after the signing of the contract by my wife out at the Mayo Clinic. I feel as though we were taken advantage of by the sales team representing guardian at the time and they pulled the old bait and switch. Tell us they can do a two year contract and then get my wife alone in a state where she may or may not have been in her right mind to sign a contract for a longer term period all knowing that we would never fulfill the end of the contract. We have since moved three summers ago and had notified Guardian that we would be terminating the contract. We continued to pay on the contract all along the time we owned the house even though the alarm system was not connected to any number since July 2012.

Desired Settlement: bill should be marked paid in full as we continued to pay for over a year without any service and many times notified guardian that we wanted the contract discontinued. They recently sent my wife to collections for $946.96 the remaining balance they feel is left on the contract for the 5 year period at $35 a month. I feel as though we paid in excess of the two years that we originally had verbally agreed to with the sales person that represented Guardian before the bait and switch was pulled.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After nearly 3 years of service with Guardian Protection Services, and unknowingly opening a supposedly "zoned" double sliding lanai door only to realize it was not properly alarmed I contacted the company. After being explained or shall I say given the excuse, that I never specified the need for 2 sensors, they are claiming that I have to pay an additional $50 to install another sensor. Who in their right mind would place a sensor within the SAME entry on only 1 side, when there are 2 doors? This is CLEARLY an oversight on their part, yet I have to pay for it. This is absolutely preposterous.

Desired Settlement: I firmly believe that because the contract reads "sliding doors," Guardian Protection Services should not charge me an additional fee to rectify this clear oversight on their behalf.

Business Response:

Thank you for forwarding Mr. *******’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns.

 

For background, please note that Mr. and Ms. ******* originally met with Guardian in May 2011 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Ms. ******* decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services.  In order to memorialize the specifics of their transaction with Guardian, Mr. and Ms. ******* executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on May 25, 2011. 

 

Mr. *******’s letter expresses discontent that a sliding lanai door was not contacted on both sides. Upon receipt of Mr. *******’s letter, Guardian conducted a thorough review of the account and associated sales paperwork and respectfully finds no indication that two (2) sensors were to be provided at the time of sale.  Notwithstanding, Guardian has contacted Mr. ******* and offered to provide and install one (1) door contact at no charge in order to resolve his concerns. Mr. ******* has expressed his satisfaction with this resolution.

 

Thank you for providing Guardian the opportunity to address Mr. *******’s.  Should you have any questions, please feel free to contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 28, 2013 I signed a contract with Guardian Protection Services to provide alarm service. We already had equipment in our house since we were previously using ***. They waived the cost of equipment and we paid to add two motion detectors. They confirmed that all windows were protected. When they came to hook up their service they realized that some of the detectors were missing. I called the customer service and they said they would have to charge me for those even though that was not what was stated during the initial sale. Also, during the initial meeting with Guardian we explained to them our house was for sale and we were moving. We asked what the relocation costs were. They completed a certificate stating they would waive the relocation fee for 1 year. We ended up moving in February 2014. When I called their customer service they stated it would be $199 to relocate. I told them I had this certificate and they requested I send it in which I did. They called back and said the sales consultant should have never filled that out but they would honor it but we had to re-sign a 36 month contract. That was never ever told to us during the sale. The certificate we were given said the would waive the fee but does not say "with a new contract signed". I have sent a letter to their Executive Relations Complaint team stating that they have been deceptive and violated the addendum to our contract and therefore I want the contract terminated. They called me back and said now I don't have to re-sign a new contract and I can just continue. Also, they have charged me for 2 months of service when they are NOT even providing me a service. They also told me I needed to resign the contract because that is how they make up for the cost of equipment. However, both my old house and new house already have alarm systems installed so they are not providing me any equipment. They have been in complete violation of their contract.

Desired Settlement: I would like to be refunded for March/April billing as they have not been providing service working this out and I would like our contract terminated.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties. 

 

Guardian has conducted a thorough review of the above account and offers the following information. For background, Ms. ************ entered into a Monitoring and Repair Agreement (“Agreement”) with Guardian on August 28, 2013 for an initial term of thirty-six (36) months.  

 

On March 3, 2014 with thirty-one (31) months remaining in the initial term of her Agreement, Ms. ************ advised she was moving from the premises and inquired about relocating services to her new home. Guardian’s representative offered to activate the existing system in her new home at no charge in exchange for a new sixty (60) month Agreement, or for $195 in exchange for a new thirty-six (36) month Agreement. In response, Ms. ************ expressed that she possessed a “free move” certificate from her Guardian sales representative. Guardian had no record of such certificate and requested that Ms. ************ forward a copy for review. 

 

Guardian received a copy of the certificate from Ms. ************ on March 7, 2014. Upon examination, the document indicated, “This certificate entitles the bearer to a monitoring credit of $100, with a newly signed agreement…” along with a handwritten note by the sales consultant which indicated, “Will waive the relocation fee for 1 year.” Based on this information, Guardian emailed Ms. ************ on March 11, 2014 and agreed to honor the certificate and waive the relocation fee in exchange for a new thirty-six (36) month Agreement.

 

On March 17, 2014, Guardian received a voicemail message from Ms. ************ at which time she disputed Guardian’s request that she extend her initial term by executing a new thirty-six (36) month Agreement. (Please note, Ms.************** current initial term was 31 months; by executing a new thirty-six (36) month Agreement, the contract extension would add 5 months to her current term).

 

Ms. ************ contacted Guardian on March 28, 2014 and expressed discontent that she was being required to pay for the “free move” she was promised by her Guardian sales consultant.  Guardian reiterated that the relocation fees were being waived pursuant to the certificate in her possession. Ms. ************ then expressed displeasure that her initial term would be extended by five (5) months upon execution of the new Agreement, and further requested that the new Agreement reflect no contract extension. Guardian’s representative informed Ms. ************ that he would review her request with a supervisor. 

 

On April 4, 2014, a Guardian supervisor contacted Ms. ************ and reiterated that Guardian has agreed to honor the move certificate by waiving all relocation fees however the certificate does not indicate any promises made to waive contract extensions. Ms. ************ disputed the information relayed to her by Guardian’s supervisor and requested the cancellation of her account. Guardian’s supervisor explained to Ms. ************ that an early termination fee is required to cancel the account prior to the end of the initial term. Ms. ************ requested to speak with a manager. Guardian informed Ms. ************ that said person was out of the office until April 10, 2014.

 

On April 10, 2014, Guardian’s Director of Inside Sales contacted Ms. ************ to discuss her concerns. During that conversation, Guardian’s Director reiterated the requirement for a new Agreement and further explained that an initial term of 36-months is required to assist Guardian in offsetting the costs incurred by Guardian to dispatch a technician to install equipment, tie in existing equipment, establish a new account and set up 24-hour monitoring services in the new residence. Ms. ************ expressed her discontent with Guardian’s explanation and requested the cancellation of her account. Guardian’s Director apologized for Ms. ************** dissatisfaction and reviewed Ms.************** relocation and cancellation options with her.

 

On April 23, 2014, Guardian contacted Ms. ************ to follow up regarding the relocation of her account.  Ms. ************ requested a refund equal to two (2) months of monitoring services and reiterated her request that her account be cancelled.

 

In a good faith effort to satisfy Ms. ************, Guardian contacted her on April 24, 2014 and agreed to honor her request to relocate services in exchange for a 30-month initial term (no contract extension). Ms. ************ refused Guardian’s offer and requested to speak with a member of Guardian’s executive team. Guardian received the subject complaint shortly thereafter.

 

Respectfully, Ms. *******-****’s statements that Guardian has operated in a “deceptive” manner and has “violated the addendum” to her contract are both false and without merit. Guardian has made every reasonable effort to resolve Ms. *******-****’s concerns and has at all times honored its obligation under the Agreement. Guardian has in good faith agreed to accommodate all requests made by Ms. ************ by waiving standard relocation fees and by agreeing to transfer the balance of Ms. *******-****’s current initial term with no contract extension. 

 

It is important to note that Guardian’s Home Relocation Guarantee policy states a customer must satisfy at least twelve (12) months of the initial term to be eligible for the program which provides one (1) free basic system and a 25% discount on any equipment in addition to that provided in the basic system package, in exchange for execution of a new sixty (60) month Agreement. A customer who relocates within the first twelve (12) months of the initial term will be billed standard rates for any equipment installed in the new residence.  Ms. ************ had satisfied only five (5) months of her initial term at the time she relocated from the monitored premises and therefore was not eligible for Guardian’s Home Relocation Policy. Notwithstanding, Guardian made a genuine effort to assist Ms. ************ in fulfilling her obligation under the Agreement by offering to relocate her services in exchange for a new thirty-six (36) month Agreement in lieu of the sixty (60) month Agreement set forth in Guardian’s Home Relocation Policy. When Ms. ************ disputed the new thirty-six (36) month Agreement, Guardian made further exceptions to its policy by agreeing to transfer the balance of her initial term (no contract extension) in an effort to satisfy her concerns.

 

Additionally, Ms. ************ states in her letter that Guardian indicated she would not be required to execute a new contract. Respectfully, this statement is inaccurate.  Due to the nature of the services provided, the monitored site address is required to be memorialized in the agreement form which is acknowledged in writing by the parties. This was also explained to Ms. *******-****. 

 

Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services in Ms. *******-****’s former premises. The primary foundation for the initial term period as defined in Ms. *******-****’s Agreement is to allow Guardian the opportunity to recoup its investment made in the home. The above services were performed with the expectation that Guardian will recoup its investment over the thirty-six (36) month term of the Agreement. Respectfully, Guardian has not been provided the opportunity to recoup that investment.

 

In light of the above information, Guardian is unable to cancel Ms. *******-****’s account without further payment. Guardian does remain willing to work with Ms. ************ within reason to assist her in fulfilling her obligations under the Agreement. Guardian’s previous offer to relocate monitoring services to Ms. *******-****’s new residence remains available to her. As previously stated, Guardian will honor the move certificate and relocate services at no charge to Ms. ************ in exchange for a new thirty (30) month monitoring agreement reflecting the address of the new monitored premises. Guardian will also apply a credit to Ms. *******-****’s account equal to two (2) months of monitoring services upon relocation, as she has requested. Alternatively, should Ms. ************ wish to move forward with cancellation of her account, she may do so by remitting the full early termination fee as set forth in the terms of her Agreement.

 

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. ************ will concur. Guardian’s offer to relocate services shall be extended until close of business on May 13, 2014 after which it will be rescinded.  

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for the opportunity to respond to Ms. *******-****’s complaint. Should you have any questions, please contact **** ******, Supervisor, at ###-###-####, ext. *****. Ms. ****** has been authorized as the point of contact for Guardian’s executive team and will be pleased to assist you.

 

Sincerely,

 

***** *****, Senior Vice-President

Corporate Sales

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note that I accept if the following conditions are met:

1) I am refunded for the months of March and April due to the fact Guardian did not honor the move certificate that stated I would receive free relocation within one year. Although this was a handwritten note, it was written and signed by their sales representative. The issues I have endured for this to be honored prohibited the transfer of service while waiting for resolution to this matter.

2) No additional charges are incurred for "adding" monitoring devices at our new home. Both our previous home and new home already have alarm systems installed from other service providers. When Guardian comes to our new home to activate the Guardian system we understand that this will be at no cost. In our previous home when Guardian came to activate the service they neglected to check all windows and therefore three windows did not have detection devices. When I called they were going to charge yet another fee. If they are truly offering 24 hour monitoring and protection then you would think they would want to ensure the whole house is secure. Since we already had paid for 2 motion detectors to be added with the confirmation from their sales representative that no other equipment fees would be incurred we did not have additional detectors added. Again this is another example of how the companies sales practices are deceptive so confirmation is needed they will not come to our new home to activate services and start adding on equipment  costs. All windows and doors myst be protected at no additional cost.

 

Regards,

 

 

**** ************

 

 

 

 

Business Response: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. *******-****’s additional comments. Guardian reached Ms. *******-**** to follow up and facilitate resolution. 

 

For background, Ms. *******-**** requested a refund for the months of March 2014 and April 2014. As stated in Guardian’s previous response, Guardian agreed to apply a credit to Ms. *******-****’s account upon relocation of her monitoring services. Notwithstanding that such relocation has not yet occurred, Guardian applied such credit in the amount of $84.82 on May 12, 2014 as a good faith gesture.

 

Ms. *******-**** expressed in her recent letter that “Guardian did not honor the move certificate.” Respectfully, Ms. *******-****** statement is inaccurate.  Guardian agreed to honor the promise made to her in writing, as defined in the move certificate, a copy of which is attached hereto.  

 

Guardian has worked diligently to gain Ms. *******-****’s satisfaction and has made every reasonable effort to accomplish the relocation of Ms. *******- **** system and services. Unfortunately, all of Guardian’s efforts have been rejected.

 

In her most recent correspondence, Ms. *******-**** made a new demand that “All windows and doors must be protected at no additional costs.”  At no time did Guardian make a promise to provide an unlimited amount of electronic security equipment at no cost.  However, Guardian did offer to conduct an on-site assessment at no charge to determine the number of devices that would be required; Ms. *******-**** refused.  Guardian would certainly be willing to provide a reasonable number of devices in order to bring full satisfaction, however absent the ability to assess the site Guardian is unable to make such determination of the requirement. Regretfully, Ms. *******-**** has rejected every proposal made by Guardian to assist her.

 

To reiterate, Guardian’s offer is as follows:

 

1)     Guardian will reprogram the existing system in Ms. *******-****’s new home at no charge in exchange for a new 30-month Agreement.  (The original understanding as written in the above-referenced certificate would have been a 36-month Agreement.)

 

2)     Guardian will replace the control panel and one (1) keypad at no charge.

 

3)     Guardian will agree to install up to four (4) door or window contacts at no charge to address Ms. *******-****’s concerns regarding additional points of protection.

 

4)     Any additional monitored system devices Ms. *******-**** would like to purchase will be offered at a 30% discount from customary pricing.

 

The above offers are extended for Ms. *******-****’s consideration until close of business on June 9, 2014.   After that date the terms of Ms. *******-****’s original Agreement with Guardian shall apply.  In such case, Ms. *******-**** may terminate her remaining obligation by remitting the early termination fee as set forth in the terms of her Agreement.

 

Guardian’s attempts to address Ms. *******-****’s concerns are fair and reasonable and we remain hopeful of retaining her business.  Thank you for the opportunity to respond to Ms. *******-****’s additional comments. Should you have any questions, please contact **** ******, Supervisor, at ###-###-####, ext. *****.

 

Sincerely,

 

***** *****, Senior Vice-President

Corporate Sales

Consumer Response:

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

In my previous correspodence I did request that Guardian commits that they will not charge for additional equipment costs. This request was made due to the previous experience I had with Guardian and the continued deceptive manner in which they have misled me. When we signed the original sales agreement with Guardian the sales representative stated that the only equipment we needed were two motion detectors due to a deck we extended after our original system was put in. We agreed and paid for the motion detectors. After previously stated in my letter to Guardian, after the GUardian Service Representative left we realized there were multiple windows that the Sale Representative and Service Represenative failed to verify were secured. When I called Guardian they stated we would have to pay for additional equipment which I believe is misleading when the Sales Representative stated the only additional equipment needed was the two motion detectors which we agreed to pay for when we signed the contract.

Since our current new home is already wired for a security system I want confirmation that Guardian is not going to come in and start adding on additional costs. Guardian has stated numerous times during these discussions that the reason for their 3 year contract is to re-coup the costs of installing equipment. This statement makes no sense when they in fact installed no equipment in my previous home except the two motion detectors we paid for. Also, in our new home their original correspondence was they denied my request to not extend to a 3-year agreement to re-coup the costs of equipment. I do not undestand what equipment costs they are re-couping when they have not installed any in my previous home. Additionally, the certificate they attach states "One Free Relocation". There most recent correspondence states that they will send someone out at no charge. They should considering this is what the certificate states to me as a Consumer.

I strongly believe I was misled in order for the Sales Representative to sign a contract and feel I have continued to be misled. Guardian's sales practices are deceptive. They continue to tell me that they need the 3 year contract to re-coup the cost of equipment when they have not even given me any equipment. I do not want to continue any business with a deceptive company.

I request the contract be terminated on the basis they have misled me and continue to do so.

 

Regards,

**** ************

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After being a long-time customer of Guardian Protection Services, I upgraded my service in 2010 to wireless equipment with the agreement to continue my monitoring service for 5 years. My job was eliminated in 2012 and I subsequently sold my house. I contacted Guardian on June 4, 2013 to ask how they wanted to handle the remainder of my agreement. I was informed by ***** ****, my account manager, that if the new owners agreed to continue with Guardian and pay the monthly monitoring fees, my obligation to Guardian would be satisfied. I felt this was fair and readily agreed.In March, 2014, I contacted the family who bought my house and asked if they had signed up with Guardian Protection. They told me they had signed up with them in November, 2013 and were paying the monthly monitoring fees since that time. I called Guardian and asked that the monthly withdrawal of the monitoring fee from my checking account be stopped at once. I was referred to the account manager, ***** ****, and left him a message to call me. After a week and no return phone call, I called Guardian again and was told that Chris was on vacation and that he would call me asap. After approx. 2 weeks and no return call but continuing withdrawal of fees, I called Guardian again. I was transferred to another account manager. After telling him my story, he advised he would contact a supervisor. I never received a call back and the monthly monitoring fees were still being withdrawn from my checking account.Finally, I called again and spoke with another account manager asking for a refund of $344.90 which includes a $32 overdraft fee (I was changing banks after I moved and had transferred funds). Again I was refused. Guardian has been collecting double monitoring fees for 7 months. They cancelled my agreement but will not refund my "double" payments which they have been receiving for 7 months from me AND the new owners of my house. I consider this to be unethical, dishonest and arbitrary in light of my attempts to resolve this issue.

Desired Settlement: Check for $312.90 ($44.70/mo)which represents 7 months of double fees collected from me while the new owners of my house were also paying for the same monitoring fee, and $32 "overdraft" fee after they continued to collect fees while I was attempting to change banks after my move. Total $344.90.

Business Response: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and address Ms. ******’s concerns.

 

Our records indicate Ms. ****** contacted Guardian in June 2013 to advise she was moving from the monitored premises. Guardian’s representative explained to Ms. ****** that she remained within the initial 60-month term of her Sales and Monitoring Agreement (“Agreement”) dated July 21, 2011. Guardian provided options to assist Ms. ****** in fulfilling her obligation, one being that the buyer of Ms. ******’s home could activate Guardian’s services which would satisfy her remaining obligation.

 

In November 2013, the new homeowners executed a 12-month Agreement and activated monitoring services in Ms. ******’s former home. Because Ms. ******’s remaining term (33 months) exceeded the initial term of the new homeowners (12 months), Ms. ****** remained responsible for the difference (21 months) and Guardian continued to invoice her accordingly. 

 

On May 3, 2014, Ms. ****** contacted Guardian and expressed discontent that she continued to remit payments to Guardian subsequent to the new homeowners activating monitoring services. Guardian’s representative explained that the new homeowners’ 12-month Agreement had not fully satisfied Ms. ******’s remaining obligation. Ms. ****** expressed that it was not explained to her that the new homeowners would need to execute an Agreement with an initial term equal to her remaining term in order to be fully relieved from further obligation. Guardian received the subject complaint shortly thereafter. 

 

While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. ******’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to discontinue billing and process a refund in the amount of $344.90 which Ms. ****** will receive by check within the next 4-6 weeks. Guardian apologizes to Ms. ****** for any confusion related to this matter. 

  

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

 

Sincerely,

 

******** *******, Director

Account Management Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed with Guardian when I was building my dream home. I was told it was a 2-year contract that turned into 3 years the first time I moved into my home until now the Cameras were replaced and still not able to monitor both cameras, I explained that the Smart box connectors were falling apart and the alarm system has failed to operate properly. I thought I was getting peace of mind instead I have been harassed from the time I made my first call to the company. Since moving into my new home I have made 5 service calls about the cameras and the connectors in my smart box. I called when the cable company said the heads were falling off and the cables heads were broken. I called Guardian and explained what I was told and they sent a tech out to check my cameras and did not report the problems with the connectors in the smart box.I called again since the system was under warranty and they came out replaced the camera with an incorrect camera so another call was made and another day was wasted. A service tech looked at the system on the wall, said there was nothing wrong! That I would have to not bump into the box so the plugs would not fall out. On May 16th a tech came out to fix the camera problem and noticed that the history showed low battery he secured the battery and the phone cable came out leaving me without phone service all weekend long. I call Guardian and they sent a tech out and I was told that I would have to pay for the service call on a system thats not a year old and the wiring was done by guardian. I called **** ***** since they have the contract with **** *****. I told ****** ***** about my dilemma since they were the builders. They checked on this and stated that the smart box was installed by Guardian and they dont expect Guardian work. I called Guardian and told them since I was having so many service call taking off half days and full days and the results were the same I asked could the contract be voided since I am not getting the quality of service they promised and the customer service women (********) that I was talking to told me that I would have to pay the $2,600.00 balance if I wanted to get out of the contract. I told her that I wasnt pay for a service call and she said she will tell her tech to leave so I gave him his phone back and told him to just put the old parts in and listen to ********. The tech did what she told him and left, I am still without phone service and unable to monitor my house with the installed cameras.

Desired Settlement: I would like for the contract to be voided since the company cannot provide the service we agreed upon

Business Response:

Thank you for forwarding Mr. ******’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. ******’s concerns.

 

For background, please note that Mr. ****** originally met with Guardian in February 2013 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. ****** decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. ****** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 19, 2013. The initial term of the Agreement was clearly designated as a period of thirty-six (36) months. Mr. ****** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Mr. ****** also executed the agreement by affixing his signature at the bottom of the form.

 

Additionally, during the sales process Mr. ****** was provided with three (3) business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. ******’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Mr. ****** did not cancel his transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating his system and 24-hour monitoring services. 

 

Mr. ****** expressed dissatisfaction in his letter regarding issues with the camera system and security system in his home. Upon receipt of your letter, Guardian contacted Mr. ****** to address his concerns directly. While Guardian maintains its legal right to pursue fulfillment of the initial term of the Agreement, in this instance Guardian will agree to accommodate Mr. ******’s request to cancel his account without further payment. Additionally, Guardian has agreed to issue a refund to Mr. ****** in the amount of $236.10.  Mr. ****** has expressed his satisfaction with this resolution.

 

Thank you for providing Guardian the opportunity to address Mr. ******’s concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told at the time of contract that I would have "full perimeter protection." Apparently that means 3 door contacts. The front of the house had zero protection (other than the front door contact). The rear windows also were not protect. When the system is on stay (no motion detectors), somebody can come in a back window and go right upstairs without setting off any alarm. When the system is on away, somebody can come in a front window and go right upstairs without setting off any alarm. Does that sound like full perimeter protection? In addition, the motion detector experienced frequent false alarms. My pets were blamed, even though on the contract it said I had a "pet motion detector." That must have meant that my pets were going to set it off. Technicians were at my house no less than 4 times to fix this issue. I was also told that Guardian would not pay any false alarm charges, even though their system was at fault. My many calls to request additional perimeter protection were never received seriously. Needless to say, after almost 2 years of dealing with this I have terminated the contract early and hired a new security company. I was told by Guardian that my cancellation fee is $2,000 and that I would continue to be charged until my cancellation fee is received. This breaks down to roughly $535 for early cancellation, and $1,465 for the base equipment package. My contract has a base package price of No Charge and this "Deferred Amount" clause that requires that I pay the full amount of the base package if I cancel early was not explained to us or even mentioned at the time of signature. I have called Guardian to try to work out a deal on the cancellation, due to the history of this relationship, and the only response has been "you signed an agreement". Guardian signed an agreement too, but I am the only one expected to live up to it. The worst experience I have ever had as a customer.

Desired Settlement: Due to the upfront dishonesty regarding the extent of protection, the frequent false alarms, the complete lack of ability to fix the problems and lack of interest in providing comprehensive, not spotty, perimeter protection; my request is that Guardian waive this cancellation fee. I am being forced to cancel by their inability and lack of concern towards the agreement we signed. I should not be charged extra because of their failure.

Business Response:

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

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. As a result, the parties have reached a mutually agreeable resolution. Mr. ***** previously offered to remit a reduced early termination fee in order to cancel his account. Guardian spoke with Mr. ***** and agreed to accept the amount previously proposed by Mr. *****. Accordingly, Mr. *****’s account and remaining obligation will be cancelled upon Guardian’s receipt of such payment. Mr. ***** has expressed his satisfaction with this resolution.  

Thank you for informing Guardian of Mr. *****’s concerns. Should you have any questions, please contact me directly at ###-###-####.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told that when my alarm was set off a representative would call and request our password and if it was not provided the police would be notified. On several occasions the alarm was set off and when Guardian contacted us they simply said is everything okay and never verified the password. I called them about this and they said they would make sure it didn't happen again.The very next time it was set off they still never ask for the password. My son-in-law accidently set it off and he told them he did not know the password and the police were never notified. The point is I am alone at night and that's why we got the service to begin with. I was not comfortable with the way they disregarded their own policy so I called and requested they cancel the service. This was supposed to be a 2 year contract and now they are saying it is 5 years. I feel they did not honor their end of the the deal so I have since gone with another alarm company. I have no problem paying the balance up to the time I requested it be canceled on April 02,2014 however I do not feel I should be bound to a contract that was not followed by Guardian.

Desired Settlement: I do not want the services and I would like the remainder of the contract dissolved.

Business Response: Thank you for forwarding Ms. ********’s complaint. Guardian has conducted a full review of Ms. ********’s account and values the opportunity to provide information in hopes of addressing her concern and clarifying alarm response procedures.   

 

Ms. ******** expressed in her complaint that she was told a Guardian representative would call and request the security password during alarm activations and if no password is given, the police would be notified.  That is the exact process followed by Guardian.  It is important however to distinguish an alarm from a user-cancelled activation. When the system is “armed” it will activate upon detection of an alarm condition and will also transmit an alarm condition to the alarm monitoring center. To turn the system off or “disarm”, the customer must input their user code (a confidential code that only authorized users of the system possess). If an activated alarm is cancelled by the customer prior to notification of police, this is a user-cancelled activation. When the customer enters their user code to turn off or disarm the system during an activation, this action transmits an additional signal (referred to as a “alarm cancel signal”) to the alarm monitoring center. The alarm cancel signal designates to the alarm dispatcher that the alarm activation was cancelled by an authorized user.  In such instances, Guardian makes a courtesy call to the premises to check in with the alarm user, but does not require a password unless such has been designated by the customer. During an alarm condition that has not been cancelled by an authorized user at the keypad, Guardian will always require the password otherwise the appropriate authority will be notified (police or guard service in certain municipalities). Under no circumstances will Guardian fail to obtain a password during an alarm condition. 


Upon reviewing Ms. ********’s records, the following alarms have been processed by Guardian.  Please note all alarms were processed properly.

 

April 28, 2012:      

8:02:13am        Alarm condition received from the Kitchen Door.

8:03:24am        Ms. ******** verified her security password and confirmed the alarm to be false.

8:04:01am        User-cancelled activation signal received.

 

May 16, 2012:             

3:04:22pm        Alarm condition received from Kitchen Door.

3:04:24pm        User-cancelled activation signal received.

3:04:26pm        Alarm dispatcher reaches out to Ms. ******** at the premises and receives no response.

 

August 7, 2012: 

11:52:17pm      Alarm condition received from Utility Door.

11:52:20pm      User-cancelled activation signal received.

11:52:24pm      Alarm dispatcher reaches out to Ms. ******** at the premises.

11:53:13pm      Ms. ******** confirmed the alarm to be false.

 

October 30, 2012:

5:38:46am        Alarm condition received from Kitchen Door. 

5:38:50am        User-cancelled activation signal received.

5:38:54am        Alarm dispatcher reaches out to Ms. ******** at the premises.

5:39:37am        Ms. ******** confirmed the alarm to be false.

 

October 14, 2013:

3:33:59pm        Alarm condition received from Utility Door. 

3:34:04pm        Alarm dispatcher reaches out to Ms. ******** at the premises.

3:35:19pm        Guardian reached ***** ***** at the premises who did not know the security password. 

3:35:20pm        Alarm dispatcher dialed Ms. ********.

3:35:43pm        User-cancelled activation signal received.

3:36:02pm        Ms. ******** confirmed the alarm to be false.

 

March 20, 2014:

7:45:14am.       Alarm condition received from Utility Door.

7:45:15am        User-cancelled activation signal received.

7:45:22am        Alarm dispatcher reaches out to Ms. ******** at the premises.

7:46:01am        Ms. ******** confirmed the alarm to be false.

 

As indicated above and pursuant to proper procedure, Guardian did not request Ms. ********’s security password during user-cancelled activations.  

 

Guardian’s review of Ms. ********’s account included a review of telephone conversations. (Please note that due to the nature of Guardian’s business - interaction with police, medical and fire authorities involving life safety - all customer telephone conversations are recorded and documented.) Our research revealed that Ms. ******** contacted Guardian on November 19, 2013 at which time she inquired why her confidential security password was not requested during a recent alarm. Guardian’s representative informed Ms. ******** about the cancel code that was received pursuant to the aforementioned procedure. After explaining the procedure that was followed, the representative offered to modify and customize Ms. ********’s account instructions such that Guardian would verify her security password even upon receipt of a cancel signal. Ms. ******** acknowledged her understanding and satisfaction of the aforementioned procedure and declined the offer to change her account instructions.  

 

On March 20, 2014, Ms. ********’s sister, ****** ****, contacted Guardian and provided Ms. ********’s confidential security password. Ms. **** expressed concern that the confidential security password was not verified during the response to the alarm event earlier that morning. Guardian’s representative reviewed the alarm event history with Ms. **** and explained that a cancel code was received pursuant to the above-referenced procedure. Ms. **** requested that Guardian customize Ms. ********’s account instructions to verify the confidential security password during every false alarm event in the future. Guardian immediately processed Ms. ****’ request and updated Ms. ********’s account instructions as directed. Ms. **** expressed her satisfaction with Guardian’s assistance.

 

On April 2, 2014, Ms. ******** contacted Guardian and requested the cancellation of her account as she had engaged another security provider. Ms. ******** expressed dissatisfaction that Guardian had not requested her confidential security password during false alarm events. Guardian’s representative reminded Ms. ******** that her account instructions had been modified on March 20, 2014 to request the security password during any future false alarm events and also confirmed that no false alarm events have occurred since March 20, 2014. Ms. ******** reiterated her request to terminate her account. Guardian’s representative informed Ms. ******** that she was ineligible to cancel at the present time as she had thirty-three (33) months remaining in the initial term of her Agreement. Ms. ******** disputed the initial term of her Agreement and Guardian’s representative offered to mail a copy of the Agreement to Ms. ******** for her records. Ms. ******** expressed that she did not wish for a copy of her Agreement. Guardian received the subject complaint shortly thereafter.  

 

Guardian has performed detailed research and provided factual information in specific response to Ms. ********’s complaint, which demonstrates that at no time did Guardian “disregard” alarm policy and has at all times honored its obligation under the Agreement. Guardian previously offered in November 2013 to modify Ms. ********’s account instructions to verify her security password during all false alarm events however Ms. ******** declined to do so at that time. Upon request, Guardian immediately altered Ms. ********’s account instructions in March 2014 to verify the security password at all times. Guardian has not responded to any false alarms since altering Ms. ********’s account instructions in March 2014. 

 

Based on the above information, Guardian is respectfully unable to cancel Ms. ********’s account without further payment. Should Ms. ******** wish to terminate her account prior to the end of the initial term, she may do so by remitting the early termination fee as designated in the terms of her Agreement.

 

It is my hope that this letter has sufficiently addressed all questions related to this matter. Thank you for informing Guardian of Ms. ********’s concerns. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to cancel my account with Gaurdian for 3-4 months. The first attempt went smooth, apparently too smooth, never got canceled. At the point of second attempt I got a run around that I never called. The customer representative developed an attitude with me on that matter. We went thru the process and I received an email sign and confirm form, at this point I E-signed form and sent back to guardian. Approx a month later I received yet another bill. Sent confirmation email again. Another month passes, I receive late notices, fail to honor agreement, late this- late that. At the end they said I owe for services rendered from last three months. Called customer service center, They said they have monitored my home for fire protection for the last three months, when they shouldn't have. Customer service rep said it was being sent to collection agency.I feel customer rep I talked with in the first instance did not document anything or cancel my account.

Desired Settlement: I feel this dollar amount should be dismissed and I should owe them nothing. I have tried and tried to cancel my account.I feel this is them strong arming cash from canceling customers.

Business Response: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Mr. *****’s concerns and clarify this matter for all parties.    

 

Upon receipt of your letter, Guardian conducted a thorough review of Mr. *****’s account including all telephone interactions with Mr. *****. (Please note, due to the nature of Guardian’s business, all telephone calls are recorded.) Guardian offers the following information in response.

 

Our records indicate that Mr. ***** contacted Guardian on March 13, 2014 to request the cancellation of his account. Guardian’s representative processed Mr. *****’s request and advised the account would be cancelled effective April 30, 2014 as 30 days’ prior notice is required.  Mr. ***** expressed that he previously contacted Guardian in either January 2014 or February 2014 to request cancellation. Guardian’s representative reviewed Mr. *****’s account and indicated he could find no record of any previous interaction. Notwithstanding, Guardian’s representative immediately processed the cancellation as requested and confirmed that the account would be cancelled effective April 30, 2104. Mr. ***** acknowledged his understanding. Mr. *****’s account was cancelled effective April 30, 2014 as promised.

 

On May 10, 2014, Mr. ***** contacted Guardian to dispute the final balance owed on his account. Guardian’s representative explained that 24-hour monitoring was provided through April 30, 2014 and that the final invoice reflected services provided through April 30, 2014. Mr. ***** expressed that he requested cancellation of his account some time ago and further expressed that he would not be remitting payment. Guardian’s representative reviewed Mr. *****’s account and verified that Mr. ***** requested cancellation of his account on March 13, 2014. Guardian’s representative further confirmed no record of any contact with Mr. ***** since October 2012. Mr. ***** disputed Guardian’s findings and submitted the subject complaint shortly thereafter.

 

Upon receipt of your letter, Guardian researched Mr. *****’s account and again found no record of Mr. ***** requesting cancellation of his account until March 13, 2014. Guardian immediately processed his request to terminate his account at that time.

 

Guardian also reviewed the telephone interaction on March 13, 2014 in response to Mr. *****’s assertion that Guardian’s representative “developed an attitude” with him. Respectfully, Guardian has found Mr. *****’s assertion to be false.  A detailed review of the subject telephone conversation revealed that Guardian’s representative remained courteous and conducted himself with the utmost professionalism in an earnest and good faith attempt to assist Mr. *****. 

 

Notwithstanding the above, while Guardian maintains its legal right to pursue payment of Mr. *****’s final account balance, Guardian has waived the balance due on the account in order to bring final resolution to this matter. 

 

Thank you for allowing Guardian the opportunity to clarify this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####.      

 

Sincerely,

 

**** ****, Manager

Customer Service Department

Consumer Response:

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

I still cannot agree with their "investigation" of my complaint. Being told my accusations are false, I am not the type to "flip out" on people until they push my buttons several times, you can ask them if they have it in their recordings when I asked him to do his job and cancel my account, because he said it was "interesting" when I told him I was no longer interested in their services.

I found Gaurdian Protection services acceptable until I could no longer afford their services.

Thank you , **** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service
5/20/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased security system from door-to-door Guardian salesman in 2010. Was given a stack of paperwork to sign. Was told by the salesmen I was signing a 3 year contract. 3 years later when I called to cancel I was told that I had signed a 6 year agreement! I located the original contract and in fact it is a 6 year agreement. I called guardian to fix the issue and they told I could cancel but would be responsible for over $1,000 worth of payment left on the contract. I have attempted to contact them on several occasions since then and end up on hold for an extended amount of time and hang up. I can not log in to Guardian website. Any time I get an actual person on the phone they can not help me.

Desired Settlement: Cancel contract with Guardian Protection service 1 year early with no further payment due.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. ****. 

 

For background, Mr. ****’s account came to Guardian by way of an Authorized Dealer known as *** ********* *** (“***”). As such, all aspects of Mr. ****’s sales transaction took place directly between *** and Mr. ****. Guardian was not present during any aspect of the sales transaction or system installation.  In order to establish a Guardian account for Mr. **** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Mr. ****’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

 

A review of Guardian’s records indicates that Mr. **** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with *** on June 23, 2010 to engage monitoring services. The initial term is clearly designated as sixty (60) months.  Mr. ****’s system was installed and activated by *** on June 23, 2010.

 

On June 8, 2012, Mr. **** contacted Guardian and requested the cancellation of his account. Guardian’s representative informed Mr. **** that he remained within the initial term of his Agreement and that an early termination fee was required to cancel his account at that time. No further contact was received from Mr. **** until receipt of the subject complaint nearly two (2) years later.

 

Upon receipt of your letter, Guardian contacted Mr. **** to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the initial term of Mr. ****’s Agreement, in this instance and in order to bring swift resolution to this matter Guardian has agreed to cancel his account effective May 25, 2014. Upon cancellation, Guardian will no longer respond to any signals from Mr. ****’s system. Mr. **** has expressed his satisfaction with this resolution.

 

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

 

Sincerely,

 

**** ***** Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Guardian has been taking money from my bank account even after I filed a stop payment; they went into my account under a different ID #. They are billing me for monitoring services when I do not have them monitoring my home nor do I have their equipment. Before my home was built, I said that I would possibly get their security service but months later after the home was built I decided not to go with them because they kept coming to my home when I had already told I couldn't afford to get a monitoring system just yet. They also keep calling me and now are taking money from my bank account. I spoke to their representative and supervisor and was told that "I was wasting my time talking to them and had no choice but to pay for the monitoring system because I have been in my home 90+ days." They also said that I am being billed for monitoring in place of the prewiring that was done in my home. Here is the letter that I mailed to them after our conversation: To Whom It May Concern:My name is ******** ********* and my home address is**** ******* *****. My password is ****. I am very upset with your company and how they handle customer service. I am being billed for a monitoring a system that has not been installed in my home. I was given an opportunity to purchase a security system from Guardian Security at the early stages of the building of my home. I was told that I had to sign this paper for the pre-wiring of my home. The paper stated that I would pay the prewiring of my home at a cost of $450. At closing, I was told by the builder and my realtor that everything in my house was paid for. I moved in November 16, 2013 and was bombarded by sales reps from Guardian wanting to install the system in my home. I told them that I was not ready at that time and also informed them that I was unsure of getting a security system. They kept coming to my door every other day and calling me to schedule a set up time even after I told them that I did not want the system nor the Guardian equipment for monitoring.In January, a debit of the amount of $48.66 was taken out of my bank account without my permission. I immediately called your customer service and was told that because I had lived in the home 90 days, that they now have to charge me for monitoring of Guardian services. I kindly explained that I dont have any type of monitoring system in which I am being charged for and that I dont want the service because I cant afford it first of all and I was under the impression that this was not a binding contract for monitoring until I received the system in my home to be monitored. At that time, a monitoring agreement would be signed. Had I not purchased this home, I would not be held liable for monitoring as I was told previously. I am constantly being harassed and now being charged for a service I dont have. I went to my bank and cancelled the automatic debit and your billing department used a different ID # to access my account again and drafted two more payments from my account.I feel like I am being extorted for funds I dont have. That agreement was supposed to be between two parties, myself and you (Guardian). If I decided not to accept your services, I should not be held liable for services I dont have. I called your company on 4/4/13 to get my money refunded and was told that I was wasting my time by a rude gentleman named Ward. He also told me that I would be forced to pay a monitoring fee whether I have the system or not. I asked to talk to a supervisor and was transferred to a gentleman named ****. **** informed me that he would stop the draft and that I would now start receiving paper bills for monitoring, although I am not being monitored. I asked **** what exactly I was being charged for. He said that technically the billing is for monitoring even though I am not being monitored but that this is your way of billing me for the prewiring. So I asked what that charge for prewiring and he did not know. He did inform me that I would start receiving paper bills.I am enclosing a copy of this letter to Attorney Generals office in Austin, TX and am asking for an audience with that office to explain my position and bring charges against you. I am also sending/posting a copy of this letter to the following recipients: ***** ***** ** ******* *** *** ****** ******** ******* **** * ***** **** ********* ********** *** ****** ****. I asked to speak to someone in charge or in the Board of Directors and was told there was no one available to speak to.I want to stop being harassed, left alone and stop being charged for monitoring of a system that I dont have and am not being monitored by your company. Once again, I dont want your services especially not when your company is in Pittsburgh. Respectfully,******** *********

Desired Settlement: For the company to leave me alone , stop calling me, and quit sending me paper bills. I had to go to the bank and change my account number.

Business Response:

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

 

Upon receipt of your letter, Guardian conducted a thorough review of Ms. *********’ account and associated paperwork. Our research revealed that Ms. ********* originally met with Guardian in May 2013 at which time she engaged Guardian to install a monitored electronic security system. Ms. ********* acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on May 31, 2013. Ms. ********* also executed an Additions/Deletions Form dated May 31, 2013 which states Ms. ********* may choose to remit payment of $450 plus applicable tax for the installation of the alarm system pre-wiring should she elect not to activate monitoring services.

 

Upon receipt of your letter, Guardian contacted Ms. ********* who reiterated that she does not wish to activate monitoring services with Guardian. Accordingly, pursuant to the terms of the Additions/Deletions form, Ms. ********* will be released from all obligation under the Builder Division Sales and Monitoring Agreement upon Guardian’s receipt of the payment terms set forth in the Additions/Deletions form. In a gesture of good faith, Guardian has agreed to reduce Ms. *********’ final payment from $450.00 to $301.34. Ms. ********* has expressed her satisfaction with this resolution.  Guardian apologizes to Ms. ********* for any confusion or inconvenience.

 

Additionally, Guardian is deeply concerned with Ms. *********’ expressed discontentment relating to her interaction with a Guardian customer service representative. Guardian takes such matters very seriously and extends its apology to Ms. *********. Guardian’s research into this matter is continuing.  Ms. ********* may be assured that should Guardian find the interactions to which she referred in her complaint do not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action. 

 

Thank you informing Guardian of this matter and allowing Guardian the opportunity to address Ms. *********’ concerns. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 15 April 2014, I called Guardian to report a billing issue where I was charged a $20 fee for a payment that they were unable to process. I explained that I received a notice from my bank stating that someone was trying to cash a check but that the account number on the check was incorrect. I verified that the other three checks sent out on the same day all processed correctly and was able to identify that the check that did not process was sent to Guardian. Guardian admitted over the phone that it did appear that the processing problem was an administrative error on their part and removed the $20 fee assessed to our account. Since we have had issues with Guardian in the past, my husband and I both agreed that once our two year contract was complete, we would terminate the service. After the billing issue was resolved, I asked the representative how much longer until our two year obligation was met. That representative transferred me to another representative who then explained to me that we were on a five year contract. I told him that we signed a two year contract, not a five year contract. Being active duty military, I move approximately every three years. I am without a doubt sure that the two gentlemen that came to our house to sell us the system told us it was a TWO year deal. I would not have signed the contract for a five year deal because I knew at the time that I would only be living in the house for about three years. I told my husband what the representative said and he too, much more adamantly, agreed that we were told it was a two year contract. The representative said that there was nothing that he could do for me and that I should file a complaint through the BBB for resolution. The representative told us that we purchased the system in 2011, more than two years ago. Since Guardian made it very clear that they will not work with us, I respectfully request assistance with terminating the contract for services. I would also be more than happy to go into grave det5

Desired Settlement: I respectfully request assistance terminating our service contract with Guardian due to 1) misinformation provided by the sales representative, 2) several issues with the service and their inability to resolve technical problems without compounding further problems, and 3) very poor customer service and unwillingness to resolve the contractual dispute directly.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. ******.    

 

Ms. ****** expressed concern in her complaint regarding her sales transaction and apparent confusion regarding the initial term of her contract. For background, our records indicate Ms. ******’s account came to Guardian by way of an Authorized Dealer known as *** Security (“***”). As such, all aspects of Ms. ******’s sales transaction took place directly between *** and Ms. ******. Guardian was not present during any aspect of the sales transaction. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***.

 

In order to establish a Guardian account for Ms. ****** and activate 24-hour monitoring and related services, Guardian requires certain paperwork that is transacted at the time of sale between the customer and ***. Such paperwork defines the security system and nature of the services to be provided. This paperwork is to be acknowledged by all parties via their signature and/or initials before it will be accepted by Guardian to establish the customer account. In the instance of Ms. ******’s account, all such required paperwork was provided by *** and passed Guardian’s audit process thereby facilitating activation of Ms. ******’s services and subsequent billings from Guardian. 

 

Our records indicate Ms. ******’s initial sales transaction with *** occurred on August 26, 2011 at which time Ms. ****** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s monitoring services. The initial term of the Agreement is conspicuously designated as five (5) years. Pursuant to the transaction and Agreement terms, Ms. ******’s system and 24-hour monitoring services were activated on August 27, 2011. 

 

Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

 

Upon receipt of the subject complaint, Guardian contacted Ms. ****** to discuss her concerns directly. During that conversation, Guardian’s representative reviewed with Ms. ****** the initial term of her Agreement and apologized for any confusion related to her sales experience with ***. Guardian’s representative also offered to mail a copy of Ms. ******’s Agreement to her for her records. Ms. ****** expressed that she would be moving from the premises in July 2014 due to military orders and in a genuine effort to assist her, Guardian’s representative agreed to process the cancellation of Ms. ******’s account effective July 30, 2014. Ms. ****** expressed her complete satisfaction with this resolution.  

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service
5/8/2014 Problems with Product/Service
5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer since 1999. I had an appointment scheduled for an upgraded system and I get a call after I already missed the day of work to be home that the installer was sick and couldn't come. I rescheduled and finally missed another day of work so I could be home. The system wasn't installed a month and it malfunctioned and I'm told they have to come to my house AGAIN to repair the system forcing me to miss yet another day of work. Well, I waited for someone to show which they never did so I contacted customer service and was told a tech was at my house for 20 minutes and left a note on the door and it was tracked by GPS. Well, I have been home all day waiting, no note on my door and he had my phone number that should have been called if he had an issue. In fact I was told he would call prior to coming which he never did. They want me to reschedule again and miss another day of work. If I miss anymore work I'm not going to have a job left in which to PAY the people for the service. This is unacceptable and not how you treat a 15 year customer.

Desired Settlement: All I want is my system fixed and someone to show up when scheduled. I'm not missing anymore work so they can not show up again. Working 6 days a week they need to work around my schedule.

Business Response:

Thank you for forwarding Ms. ********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution.

 

Guardian sincerely apologizes to Ms. ******** for any inconvenience related to her recent service appointment.  Subsequent to receipt of your letter, Guardian did conduct onsite service at Ms. ********’s residence. Prior to departing the residence, the technician tested the system and confirmed receipt of all signals in Guardian’s central monitoring station. Guardian has also applied a credit to Ms. ********’s account equal to one month of monitoring service in apology. I am hopeful the above gesture has fully satisfied Ms. ********’s concerns. 

 

Again, apologizes to Ms. ******** for any confusion or inconvenience. Guardian values Ms. ******** as a customer and appreciates the opportunity to continue serving her security needs.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm an 82 yr old woman who lives alone. I had an existing alarm system in my home with ********. One evening when I had just gotten home from the hospital, I was visited by a representative of Guardian (former employee of ********) telling me that Guardian and ******** were one in the same company and all they were there to do was "upgrade" my system. They proceeded to come into my home, remove my existing equipment and put new equipment in. I later found out that they were in fact two different companies. ******** charged me $90 for not giving them 30 days notice prior to canceling service with them and also told me I was responsible for their equipment, which the Guardian representative took with him. When I inquired with Guardian I was told that they discarded the equipment and not to worry because ******** couldn't really hold me responsible. Guardian had me sign a 5 year contract with them under complete lies. I was told by a rude supervisor that I signed a 5 year contract with them and that's the only thing that will hold up in court as if she was threating me with court. I feel as though the Guardian representative who admitted to being a former employee of ******** dealt in bad faith and for all I know he was a disgruntled employee and this was his way of taking away business from ********. I don't feel that contract should be upheld considering how they obtained the business/signature.

Desired Settlement: Cancel the contract, waive any past due bills/fees, do not proceed to harass me with collections letters. return my equipment, pick up their equipment and last but not least remove my number and contact information from their system.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. *****. 

 

The subject account came to Guardian by way of an Authorized Dealer known as **** ***** ********. As such, all aspects of this sales transaction took place directly between **** ***** ******** and Ms. *****. The installation and activation of Ms. *****’s system was also conducted by **** ***** ********.  Guardian was not present during any aspect of the sales transaction or system installation. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by **** ***** ********.

 

In order to establish a Guardian account for Ms. ***** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from **** ***** ********. All such required paperwork was provided thereby facilitating activation of Ms. *****’s services and subsequent billings. Please note that **** ***** ******** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of **** ***** ********, including ******** evaluations, sales processes, installation practices or any other aspects of **** ***** ********’s business.

 

Upon receipt of the subject complaint, Guardian immediately notified **** ***** ******** of Ms. *****’s concerns. **** ***** ******** is a respected firm and has agreed to cancel Ms. *****’s account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Ms. *****’s system. Additionally, Ms. ***** will receive no further billing statements from Guardian.

 

Thank you for advising Guardian of this issue.  Should you have any questions regarding this matter, please contact me directly at ###-###-####, ext. *****.

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service
4/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sept 3, 2012, Guardian salesman comes to house with only a tablet, so we never read a contract or terms.Sept 6 "Welcome" letter is emailed. Sill no mention of contract.Sept 7 & 21 Guardian sends USPS letters regarding alarm permit.We receive nothing else from Guardian except monthly billing emails.Feb 2014 we contact Guardian that we have sold the house and will be cancelling service upon close in March.Feb 7 ***** calls my husband and informs him that we have a 3-year contract and if we do not move service to new home or get new owners to continue service, we will have an early termination fee. ***** emails Disable Letter to sign. Email says we will receive copy of completed Disable Letter; we didn't.We don't hear from Guardian again until ***** leaves a message on answering machine at house in March.March 14 I call Guardian to ask why we are still getting notifications on the alarm.com part of the service. I was told that monitoring was stopped but alarm.com takes a while to catch up.March 19 I email alarm.com to ask why I am STILL getting notifications.March 20 alarm.com emails me that Guardian is still monitoring and I need to call them.March 20 I call Guardian and ask for *****. ***** tells me ***** is busy, but he will help me. ***** tells me he will stop the alarm. He and I banter for a while during which time he tells me several untruths regarding costs and equipment. He corners me into providing an unprepared, verbal "buyout" offer and says he will call back.March 24 I fax Guardian a detailed letter of dissatisfaction and copies of all past correspondence with Guardian.March 25 ***** calls and leaves voicemail that they have an offer. I return his call and leave a message that I no longer want to work with him. He calls again and leaves a voicemail that no one else is available.At no point when I bring up that we have not ever received a copy of said contract was one offered or sent. At no point has our early termination or buyout been offered in writing.#*******

Desired Settlement: Since we have never had a copy of our contract, and they have given us nothing in writing ever, we simply want out of the alleged contract.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and address Ms. ******’s concerns.

 

For background, please note that Ms. ******’s account came to Guardian by way of an authorized Dealer known as ***** ****. As such, all aspects of Ms. ******’s sales transaction took place directly between ***** **** and Ms. ******. Guardian was not present during the sales transaction with Ms. ******. The installation of Ms. ******’s system was performed by ***** ****. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. ******’s system.  Guardian’s records indicate Mr. William ****** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ***** **** on September 1, 2012 to engage monitoring services for an initial term of three (3) years.

 

Please note that ***** **** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** ****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** ****, including security evaluations, sales processes, installation practices or any other aspects of ***** ****’ business. All authorized dealers, including ***** ****, agree in writing to comply with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

On February 7, 2014, Mr. ****** informed Guardian that the ******s had sold their home and were moving into an apartment. Guardian’s representative explained to Mr. ****** that he had 18 months remaining in the initial term of his Agreement and that an early termination fee was required to cancel the account immediately. Guardian also provided additional options, one being that the buyer of Mr. ******’s home could activate Guardian’s services which would satisfy his obligation. Guardian also offered to transfer services to Mr. ******’s new residence. Mr. ****** indicated he would inquire if he was permitted to transfer services to his new apartment and would contact Guardian at a later time. 

 

On March 20, 2014, Ms. ****** contacted Guardian to dispute the billing of her account. Guardian’s representative explained to Ms. ****** that 18 months remained in the initial term of her Agreement and as such, billing of the account continued. Ms. ****** disputed the term of the Agreement and Guardian received the subject complaint shortly thereafter. 

 

Upon receipt of your letter, Guardian contacted Ms. ****** directly to facilitate resolution of her concerns.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. ******’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept a drastically reduced early termination fee in the amount of $200 to cancel Ms. ******’s account. Ms. ****** has expressed her satisfaction with this resolution. Guardian has also ensured that all alarm.com notifications to the ******s will cease.  Guardian apologizes to Mr. and Ms. ****** for any inconvenience. 

  

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

 

Sincerely,

 

******** *******, Director

Account Management Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service
4/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Guardian Protection Services (GPS) is the 3rd party installer of security systems and home ent. wiring for my builder in the ******* ** area. I was contacted by GPS to go over possible upgrade wiring packages. Ultimately I chose to have a set of speaker wires run from the living room to the back porch. During this meeting, I was specifically told this service would include speaker wire being run from the living room to the porch, audio terminals in the living room for the receiver and a volume control to control the outdoor speakers. During final walk-through with builder I noticed the volume control wasn't installed where they roughed in the volume control mount. In its place was a blank wall plate. When I asked the general contractor about the volume control I was told to contact GPS directly as this was an upgrade I purchased direct from GPS.I attempted to reach my sales person at GPS but he was no longer with the company. I left a message with another associate asking for clarification and later that day received a return call. I was told the package did not include the actual volume control, just wiring for a volume control. I was told they don't include a volume control because the control needs to be specifically set based on the ohm resistance of the speakers and receiver connected (which I did not purchase through GPS) or the whole system could be damaged. I was told this is a common question they receive after installation as the paperwork description is misleading. Told the description is cut short on paperwork and gives the appearance a volume control is included. Description reads as follows: "Outdoor Speaker Package for one pair speakers & volume con". At no point during the initial sales presentation was I told package doesn't include volume control. The volume control was a key selling point that made me decide to purchase the upgrade. Extremely dissatisfied with GPS customer service and will be sure to let all my friends know to steer clear of these predators.

Desired Settlement: I would like GPS to install the volume control I was told was included with my wiring purchase.

Business Response:

Thank you for forwarding Mr. ********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and assist in facilitating resolution to Mr. ********’s concerns.

 

For background, please note that Mr. ******** originally met with Guardian in August 2013 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. ******** decided to engage Guardian to pre-wire his home for two (2) outdoor speaker packages.

 

Mr. ********’s letter asserts that volume controls were promised as part of the outdoor speaker packages he purchased from Guardian. Upon Guardian’s completion of pre-wire in Mr. ********’s home, Mr. ******** contacted Guardian to dispute the absence of the volume controls.  Guardian informed Mr. ******** that the outdoor speaker package does not include a volume control as the control must be specifically set based on the ohm resistance of the speakers and receiver connected to the system. Guardian received the subject complaint shortly thereafter.  

 

Respectfully, Mr. ********’s Addendum to Builder Division Sales and Monitoring Agreement dated August 13, 2013 clearly describes the scope of work to be completed by Guardian as, “PRE-WIRE ONLY. Notwithstanding, Guardian has contacted Mr. ******** and agreed to provide him with (2) volume controls at no charge in order to resolve his concerns. This gesture is made by Guardian in good faith to bring swift resolution to this matter. Mr. ******** has expressed his satisfaction with this resolution and has indicated he will self-install the volume controls.

 

Thank you for providing Guardian the opportunity to address Mr. ********’s concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####.

 

Sincerely,

**** ***, General Manager

Consumer Response:

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I spoke with G.P. back in Dec 2013 And decided to quit using their service. Was told I had to give them 30 days notice and thus would have to pay for January service then we could be dropped. I did. Received a bill from G.P. for March and April. Don't know what happened to Feb. I called on 3/31/13 to tell them I had quit using them and was put on hold numerous times and was told that they had tried to contact me to get a release of services. The customer service rep was slow and would not get to the point. Although they had all the information on me she kept going around about not being able to get in touch with me. Kept going back on the need for this release form that was to be E'mailed to me. I made sure she had the correct address and expected to have it sent. She didn't. I asked about this latest bill and again I was put on hold again I gave up and hung up.

Desired Settlement: All I want is to be done with these people and have the billing corrected to reflect that I was paid in full. Please note that I had used them fotr around 20 years the problem is that I can't seem to get rid of them.

Business Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *****’s complaint. Guardian values the opportunity to clarify this matter for all parties.    

 

Upon receipt of your letter, Guardian conducted a thorough review of Mr. *****’s account including a review of all recent telephone interactions. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls.) Our records indicate Mr. ***** contacted Guardian on December 31, 2013 to request the cancellation of his account. Guardian’s policies mandate that any cancellation request must be made in writing and must contain the customer’s signature, address and password for security purposes. Accordingly, Guardian’s representative forwarded a cancellation form to Mr. ***** via email for his signature.

 

Guardian did not receive the executed cancellation form back from Mr. *****. As such, Mr. *****’s account remained active and billing statements continued to generate. Guardian made a number of attempts to reach Mr. ***** to follow up on the status of his cancellation request, however no return call was received from Mr. ***** until March 30, 2014.

 

On March 30, 2014, Mr. ***** contacted Guardian to dispute the billing statements generated for February 2014 and March 2014, citing his belief that his account had been cancelled effective January 31, 2014. Guardian’s representative explained to Mr. ***** that his written authorization was required prior to cancelling his account and that Guardian has not yet received his executed cancellation form. Guardian’s representative offered to send another copy of the cancellation form to Mr. ***** for his signature and further requested to place Mr. ***** on hold while the billing portion of his concern was researched. The call was abruptly terminated before the cancellation process could be finalized and Guardian received the subject complaint shortly thereafter.

 

In order to bring swift conclusion to this matter, Guardian will accept Mr. *****’s communication to your office as formal authorization to cancel his account.  Mr. *****’s account was cancelled effective March 31, 2014. The balance due on Mr. *****’s account has been waived and he will receive no further communications from Guardian. I believe this should fully satisfy Mr. *****’s concerns.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a current customer of Guardian Protection Services and have been for over 2 years. When I signed up with the company for residential monitoring services I was clearly told that I would have a 36 month contract and this was written in to the monitoring agreement. I was also told that monitoring would continue beyond the 36-month contract end date. I was not instructed by the sales rep or installer that the contract would "auto-renew" for a five year contract length. A friend recently pointed out to me that this fine print was included in the terms and conditions of the contract. In addition, the company's website (including customer login area) does not include any information about the contract language or instructions on how to prevent the auto-renewal. The website also fails to provide instructions on how to cancel service.

Desired Settlement: The company would halt these dishonest practices of including auto-contract renewals in the contracts especially ones that exceed the original contract length. At a minimum the company needs to add two important things to their website: 1) Detailed information about the auto-renewal including notification of renewal date and e-mail notification to customers prior to the auto-renewal clause taking effect. 2) The service to submit the written cancellation through the website.

Business Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *******’s complaint. Guardian values the opportunity to respond and resolve any confusion or concern.    

 

A thorough review of this matter revealed that Mr. *******’s account came to Guardian by way of an authorized dealer of Guardian known as ******* ******** (“*******”).  As such, all aspects of Mr. *******’s sales transaction took place directly with *******, not Guardian. In order to establish a Guardian account for Mr. ******* and activate 24-hour monitoring and related services, Guardian requires certain paperwork from *******. All such required paperwork was provided thereby facilitating activation of Mr. *******’s services and subsequent billings.

 

Please note that ******* is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by *******. Guardian does not control any day-to-day business activities or any internal policies or procedures of *******, including ******** evaluations, sales processes, installation practices or any other aspects of *******’s business. All authorized dealers, including *******, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities. 

 

Upon receipt of your letter, Guardian made several attempts to contact Mr. ******* to discuss his concerns directly.  To date, Mr. ******* has declined to return the messages left for him by Guardian. 

 

Mr. *******’s letter expresses discontent related to the automatic renewal clause found in his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated January 6, 2012. Please note, the automatic renewal provision found in Mr. *******’s Agreement is a standard found throughout the ******** industry. The renewal provision is included as most ******** customers generally wish for their monitoring services to continue beyond the initial term of their Agreement. For this reason the Agreement and related monitoring services do not automatically terminate after the end of the initial term. Mr. *******’s Agreement does provide the option to cancel within thirty (30) days of the end of the initial term upon written request. Respectfully, Guardian’s renewal provision is in no way a “dishonest” practice as asserted by Mr. *******. Guardian has at all times conducted all transactions in a manner that is highly professional, competent, timely and in compliance with all Federal, state and local laws and regulations.

 

Should Mr. ******* wish to cancel his Agreement at the end of his initial term which expires on January 20, 2015, he may do so by contacting Guardian thirty (30) days prior to the end of his initial term. Guardian’s policies mandate that any cancellation request must be made in writing and must contain the customer’s signature, address and password for ******** purposes.

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During the month of December 2014 my home was not monitored due to a failure in the system, I left on vacation the whole month trusting my home was monitored, on my return December 30th I called customer service to verify the status of my alarm as the local panel was showing a phone failure, my phone line was Ok, in fact I used the same phone line to call Guardian, they told me a technician will be required to inspect the installation with a fee, I rejected the charge as I told them phone lines was working but system not working showing the same alarm, after 20 minutes discussion the operator on the phone agreed to provide the service at no charge, technician showed on time, he inspected the wiring and told me the wires were switched,(no body changed the lines), he switched the wires back but alarm remain showing phone line failure, after almost 1 hour calling back and forward to the central,he found some codes were changed and system was not able to identify my account/alarm system, he told me there will be no charge, but on the invoice dated 02/26/2014 shows a charge of $167.79 for services, I called back again and I was told technician wrote phone line inverted thus I'm responsible to pay, but the first told me no charge at all, the real problem was at the central not at my end, contract is for 5 year not 2 years I was told at the time of the visit to hire the services, I want Guardian to waive the service charge and cancel my service at no additional charge, I just don't trust them besides they fail to monitor my home in December 2014 without letting me know, they do have my cell phone and other contact numbers, still failed to notify me about the alarm out of service.

Desired Settlement: Waive the service fee and allow me to cancel the service at no charge, due to failure to monitor my home during 2014.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Mr. *********’s concerns. 

 

As background, please note that Mr. *********’s account came to Guardian by way of an Authorized Dealer known as ***** *****. As such, all aspects of Mr. *********’s sales transaction took place directly between ***** ***** and Mr. *********. The installation of and all subsequent onsite service for Mr. *********’s system was also performed by ***** *****. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Mr. *********’s.

 

Please note ***** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by ***** *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** *****, including security evaluations, sales processes, installation practices or any other aspects of ***** *****’s business.

 

A review of Guardian’s records indicates Mr. ********* executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on August 3, 2011 to engage monitoring services. The initial term of the Agreement is clearly designated as five (5) years. Mr. ********* acknowledged the term of the Agreement by placing his initials next to Section E which states, “…the initial term of this Agreement is five (5) years…”

 

Mr. *********’s letter expresses discontent that his system was not communicating properly in December 2013. Guardian has reviewed its records in response to Mr. *********’s concerns. Guardian’s research revealed that the regularly scheduled test signal from Mr. *********’s system was not received by Guardian on November 8, 2013. Guardian immediately contacted Mr. ********* via telephone on November 8, 2013 to inform him of a potential communication issue. Mr. ********* did not answer the call and Guardian left him a detailed voicemail message at that time. On December 8, 2013, Guardian again received notification that the regularly scheduled test signal from Mr. *********’s system was not received. Guardian immediately contacted Mr. ********* via telephone on December 8, 2013 to advise him of a potential issue. Mr. ********* did not answer the call and Guardian again left a detailed voicemail message. Guardian also provided Mr. ********* with written notification of the test signal failure on December 8, 2013 and further and requested that Mr. ********* contact Guardian as soon as possible to conduct a test of his system.

 

Guardian received no response from Mr. ********* until January 2, 2014. At that time, Mr. ********* was unable to test the system as he was not onsite. As such, Mr. ********* called back on January 3, 2014 at which time Guardian’s representative assisted him in testing the system while on the telephone. Guardian’s representative confirmed that several test signals were not received from Mr. *********’s system and recommended onsite service to conduct a full evaluation. Guardian’s representative quoted standard service rates for the onsite service appointment.  Mr. ********* disputed the service rates and in a good faith effort to satisfy Mr. *********, Guardian’s representative offered to waive the trip fee and conduct an evaluation at no charge, however advised that any necessary repairs would be subject to standard service rates.  Mr. ********* accepted and Guardian relayed Mr. *********’s request for onsite service to ***** *****, the servicing company.

 

Onsite service was conducted by ***** ***** on January 9, 2014 at which time the ***** ***** technician found the phone line in Mr. *********’s security panel to be installed backwards. The technician corrected the installation of the phone line, updated the system programming and confirmed receipt of all test signals in Guardian’s central monitoring station. Subsequently, an invoice was generated in the amount of $167.79 for the onsite repairs.

 

On March 7, 2014, Mr. ********* disputed the charges assessed for the onsite service and requested the cancellation of his account. Guardian’s representative reviewed Mr. *********’s account and confirmed that Mr. ********* agreed to the service rates at the time he requested onsite service, however Mr. ********* expressed that the ***** ***** technician indicated there would be no charge for the repairs. While Guardian had no record of any such promises being made, in a good faith effort to satisfy Mr. ********* Guardian offered to apply a credit to Mr. *********’s account in the amount of $83.89, representing one-half of the charges assessed for the onsite service. Mr. ********* accepted Guardian’s offer to credit the account.  Guardian received the subject complaint shortly thereafter.

 

Upon receipt of your letter, Guardian contacted ***** ***** and requested a copy of the service work order signed by Mr. ********* on January 9, 2014. Upon receipt of the work order from ***** *****, Guardian confirmed that ***** *****’s technician designated no charges for the repairs. Accordingly, Guardian has applied a credit to Mr. *********’s account in the amount of $83.90 representing the remaining balance assessed for the onsite service appointment. Guardian apologizes to Mr. ********* for any confusion.

 

Mr. ********* has requested the cancellation of his Agreement based on his assertion that his system was not working properly and his belief that Guardian did not notify him of such. Based on the above information, Guardian is respectfully unable to accept Mr. *********’s request to cancel without further payment. Our records indicate that Guardian notified Mr. ********* by telephone and in writing that a potential problem existed with his system. Should Mr. ********* wish to cancel his account, he may do so by remitting payment of the early termination fee as set forth in the terms of his Agreement. Alternatively, Mr. ********* may continue to fully utilize the services to which he contracted until such time that he is eligible to cancel his account at the end of his initial term on August 20, 2016.

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB Customer Service, During 2011, when my husband and I lived at **** ** ******** **** ****, we had a monitoring and security service with Guardian protection service. During that time the service was good. Periodically we would receive monitoring test that passed. On December 1, 2012 we moved to **** ** ****** ***** *** and requested to continue the service. A salesman named **** ******* came out and wrote everything up. Next a man came out from ***** ***** and told us that since we had the service for more than 1 year, ***** ***** as the authorized dealer in this area would now monitor our home. I reported this to Guardian customer service. We set up auto pay with our bank for Guardian. For the next 3 months when the monitoring test was conducted we would get a call saying that the attempt to monitor our home had failed, and we should call the office. Each time I called I was given information that they were unable to complete the test at our address. When I asked about the address listed they had**** ** ******** **** ****. I gave them the correct address each time. The correct address was also on our paperwork. During this same period a man came again from ***** *****. He said he wanted to check the system. I reported this to Guardian. After the 3rd month of failed monitoring test, I discontinued the auto-pay from my bank. I continued to get the automated failure to pass the monitoring test. I continued to be billed. On September 23 2013, we moved. When a bill came from Guardian I told them the date we moved. Although I sent them a letter that we moved, (copy on file) Guardian continues to bill me. I even told them 2 months before we moved that they could pick up the equipment because it wasn't doing us any good since they could not even complete a monitoring test. Today March 5, 2014 I received another bill. This one is for monitoring service from February 26, 2014 to March 25, 2014 as well as a previous bill. I have written to Guardian, I have talked to a woman in the corporate office that said she was a problem solver, and said she could see the failed test. We never heard from her again (see hard copy online).

Desired Settlement: We are tired of this and we need your help. Our next option will be to go the social media with our list of problem with Guardian protection service. Thanks for your consideration of our problem.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to respond to Mr. and Mrs. *******’ complaint in an effort to assist and bring resolution. 

 

Mr. and Mrs. *******’ account came to Guardian by way of an authorized dealer of Guardian known as ***** *****. As such, all aspects of the *******’ sales transaction took place directly with ***** *****. Please note that ***** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** *****, including security evaluations, sales processes, installation practices or any other aspects of ***** *****’s business.

 

Guardian’s records indicate that Mr. and Mrs. *******’ initial transaction with ***** ***** occurred on November 15, 2011 at which time they executed an Authorized Dealer Sales and Monitoring Agreement in order to engage monitoring services for their residence at **** ** ******** **** ** ******* *******.  The initial term of that Agreement was thirty-six (36) months. The *******’ system was installed and activated by ***** ***** on November 17, 2011.

 

On November 19, 2012, Mrs. ******* informed Guardian that the ******* were moving from the monitored premises. Guardian immediately informed ***** ***** of the *******’ relocation and requested that ***** ***** contact the ******* directly to facilitate the transfer of monitoring services to the new premises. On December 13, 2012, ***** ***** relocated and activated monitoring services at the *******’ new home at 2319 ** ****** ***** *** ** ******* ******a. The ******* executed a new Authorized Dealer Sales and Monitoring Agreement (“Agreement”) for an initial term of thirty-six (36) months to engage monitoring services at their new home.

 

Due to a delay in Guardian’s receipt of paperwork from ***** ***** authorizing the cancellation of services, the site located at **** ** ******** **** was not immediately placed out of service. As such, Guardian continued to notify the ******* of trouble signals received from the system at that premises. Guardian notified the ******* of said signals on six (6) occasions between December 8, 2012 and December 19, 2012. The system ** **** ** ******** **** was placed out of service and the account cancelled on January 24, 2013 immediately upon Guardian’s receipt of the cancellation paperwork from ***** *****.

 

On April 10, 2013, Mrs. ******* expressed her belief that the system at her current residence (**** ** ****** ***** ***) was not working properly. Guardian’s representative explained to Mrs. ******* that her system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of her account revealed that all test signals were properly received and that Ms. *******’ system was consistently communicating with Guardian’s central monitoring station. For added peace of mind, Guardian’s representative offered to test Mrs. *******’ system with her over the telephone, however Mrs. ******* terminated the call.

 

Guardian spoke with Mrs. ******* twice more on May 16, 2013 and May 23, 2013 respectively, at which times Mrs. ******* again asserted that her system was not working properly. During both calls, Guardian’s representatives assured Mrs. ******* that all test signals have been received indicating her system has been monitored without interruption since installation. Guardian’s representatives both offered to test Mrs. *******’ system with her over the telephone; Mrs. ******* refused all offers to test the system.

 

On June 14, 2013, Guardian again spoke with Mrs. ******* regarding her concerns. Guardian’s representative explained that the calls received from Guardian in December 2012 which indicated an issue with communication were generated from the system located at her previous home due to the delay in receiving cancellation paperwork from ***** *****. Guardian assured Mrs. ******* that all routine test signals from her current system were being received on a timely basis in Guardian’s central monitoring station. Notwithstanding, in a genuine effort to resolve Mrs. *******’ concerns, Guardian offered to restart the account and billing in exchange for execution of a new 36-month Agreement.  Guardian also offered to assist Mrs. ******* in retrieving the arming code as the ******* had not used the system during the past six (6) months. Upon retrieval of the code, Guardian would assist the ******* in testing the system and would schedule onsite service if any problems were detected. Mrs. ******* accepted Guardian’s offer.

 

Regretfully, a review of the *******’ account revealed that an administrative error caused a delay in forwarding the new Agreement to the ******* as promised. Upon discovery, Guardian immediately made numerous attempts to contact the ******* by telephone and mail. Unfortunately, Guardian discovered that the ******* had moved from the premises and the telephone numbers on file had been disconnected.

 

Upon receipt of your letter, Guardian again attempted to reach out to the ******* to bring final resolution to their concerns. Unfortunately, as stated above, all telephone numbers on file for the ******* have been disconnected.  Additionally, the ******* have not responded to the email inquiry sent by Guardian.  As such, Guardian has been unable to communicate directly with the ******* to date.

 

It is Guardian’s sincere desire to earn the *******’ satisfaction and assist them in resolving this matter.  To that end, Guardian has several good faith options to present to the ******* for their consideration.  I ask that Mr. and/or Mrs. ******* contact me at their earliest convenience to review these offers. I can be reached at ###-###-####. 

 

Thank you for advising Guardian of this issue. 

 

Sincerely,

 

******* ********, Supervisor

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service
3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My business is 16 months into a 36-month agreement with Guardian Protection Services. I am in the process of moving my office for a 12-month period. I was told by my sales rep, ***** ******* when I signed the agreement that if I needed to move, then Guardian would move my service to my new office location and I would pay a nominal installation charge for moving the equipment. The new office is literally across the hall within 5 feet of my current office.Now I'm being told by the Customer Relocation Department that I must either:- start a brand new 36-month contract and pay a new equipment installation fee or- keep the 20 months remaining on the current lease but pay a penalty that equals the 16 months of service I've already paid for and also pay for new equipment installation.I was told if I don't take either of these options, then I am in violation of my agreement and must pay the 20 months remaining on my current agreement.When I inquired about moving and reusing the equipment they installed in my current office just 16 months ago, (which is what I was originally told would happen when I first signed my 3 year agreement), they said they only install new equipment and they don't move existing equipment.I spoke with ***** ******* who is the local sales rep for Guardian. He said he had never heard of these options. He asked me to ask the Customer Relocation Department for the verbiage in the contract I signed where it lists these as my only options. I was told by the Customer Relocation Department that these move requirements or options are not part of the agreement I signed but I must adhere to them even though there is no agreement that states these requirements.When I asked if I would have to go through this again if I moved my office again in 12 months, the rep said yes. Each time I move I must enter a new 36-month agreement or pay a penalty. This is completely different from what I was sold and was not in my contract. I would not have signed up for this service like this.

Desired Settlement: I would like to pay what is considered a nominal installation fee using my current Guardian equipment and not be required to pay a penalty or be forced to sign a new 36-month agreement. I will honor my existing service agreement for the remaining 20 months of my current 36-month agreement.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address any customer question or concern.

 

A thorough review of this matter revealed that Mr. *******’s account came to Guardian by way of an authorized dealer of Guardian known as Crime Prevention Security Systems.  As such, all aspects of Mr. *******’s sales transaction took place directly with Crime Prevention Security Systems. Please note that Crime Prevention Security Systems is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by Crime Prevention Security Systems. Guardian does not control any day-to-day business activities or any internal policies or procedures of Crime Prevention Security Systems, including security evaluations, sales processes, installation practices or any other aspects of Crime Prevention Security Systems’ business.

 

Our records indicate that Mr. *******’s original transaction with Crime Prevention Security Systems occurred on September 12, 2012 at which time Mr. ******* executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in order to engage monitoring services. The initial term of the Agreement was for a period of three (3) years.  Mr. ******* acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “This Agreement is three (3) years commencing on the date service begins…” Mr. ******* also executed the Agreement by affixing his signature at the bottom of the form.

 

On February 25, 2014, Mr. ******* informed Guardian that he was moving his business to a new location. Guardian provides a variety of options for customers who relocate and as customary practice, Guardian offered to relocate Mr. *******’s security system at no charge in exchange for a new 60-month Agreement with the first three (3) months of monitoring to be provided at no charge. Mr. ******* expressed that he did not wish to extend the initial term of his Agreement and inquired at what cost his system could be relocated with no contract extension. Guardian’s representative provided that information to Mr. ******* who expressed dissatisfaction with the cost and contract extension. In an effort to earn Mr. *******’s satisfaction, Guardian’s representative offered to provide and install a basic system in the new premises at no cost in exchange for a new 36-month Agreement, or Mr. ******* could choose to remove the existing equipment and install it in the new premises himself after which Guardian would activate the equipment at no cost to him. Mr. ******* expressed he wished to consider these options and would contact Guardian with a decision.  Guardian received the subject complaint shortly thereafter.

 

Please note, as part of the many services available to Guardian customers, Guardian offers relocation assistance to customers so that they may continue to receive the services to which they engaged and fulfill the terms of the Agreement to which they entered. Logically, there are costs associated with such relocation services (such as installing security equipment, administrative activities to establish the new account and the on-site technical labor required to install, program and activate services). While the majority of the costs are borne by the company, it is reasonable for the customer to bear a portion of the costs in one of two convenient methods: customers may elect to pay the associated charge as a lump sum in their next scheduled billing or they may elect to extend their contract term to essentially defray the costs over time.

 

Furthermore, please note that Guardian was not present during the time of sale with Mr. ******* and his Crime Prevention Security Systems’ sales representative.  Guardian apologizes for any confusion related to promises made by Crime Prevention Security Systems’ sales representative however at no time has Guardian offered as standard procedure to relocate a system at no cost to the customer. 

 

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss his concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to accommodate Mr. *******’s request to transfer services to his new premises with no contract extension in exchange for a relocation fee of $200. This one-time gesture is made by Guardian in good faith in a sincere effort to gain Mr. *******’s satisfaction with the understanding that any future relocations will be subject to Guardian’s standard relocation policies.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Guardian claims that their contracts are 3 years, and reset if moving service to a different house, but we even inquired and it was never agreed to. We originally moved into our house in Keller and signed up for alarm services with Guardian back in April 2011. Due to a job change in April of 2012, we decided to move closer to my new job location and consequently asked Guardian to move our service to the new house in Lewisville, TX. The customer service person on the phone assured us this was not a problem, and scheduled a technician to come out to our house. However this is when the problems started. When we told him we're just transferring our service, he said the work-order stated it was a new install, not a transfer of service. We explained we already had service, and he was even on the phone with the headquarters, and eventually got it hooked up and working. But we never signed any new contract, nor were we told we'd entered into a new contract. Forward to late 2013, the service stopped working suddenly, a technician came out checked it and claimed our phone connection seems to have stopped working, and that we need to contact Verizon. However, right after his departure we checked our phone line ourselves, and got a signal so I'm not sure what he was talking about. After that we didn't have a working service for months due to the frustration and inconvenience of having them come back out again, and soon were going to be moving anyway. Now it is February 2014, it have been 3 years since we signed up with them originally, we called and told them we are moving out of the country at the end of March and will have the service cancelled. We didn't even complain about the fact it hadn't even been working. But to our surprise we were told that although they can cancel the service we still have a year left on our contract, and that they can not release us from our payment obligations. So even though we have had their service for 3 years, and never agreed to, or signed, any new contract. At this point we're so disgusted with Guardian and their deceptive practices. I will not pay them a dime more than we already have. Everyone else, beware that their service is patchy at best, they don't disclose conditions that may apply, and they definitely do not honor what they say in person! Beware!!

Desired Settlement: I want any remaining term and payment obligations they claim to be outstanding on our contract terminated in all senses of the word - meaning not charged, or fully reimbursed, to us since we have fulfilled our part of the contract. I also want their knowingly deceptive agreement practices to be corrected and fully disclosed so that others are not forced to deal with these problems.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response in hopes of assisting Ms. *********.

 

Ms. *********’s letter asserts her belief that she did not agree to nor execute a new Agreement with Guardian upon her relocation in April 2012. Guardian has researched its records in response to Ms. *********’s letter and offers the following.

 

Ms. ********* contacted Guardian on May 24, 2012 to advise she was moving and wished to relocate her monitoring services.  In order to commemorate the transaction and prior to beginning monitoring services at her new residence, Guardian requested that Ms. ********* execute a new Sales and Monitoring Agreement. Said Agreement was executed by Ms. ********* on May 24, 2012.  The initial term of the Agreement is stated to be thirty-six (36) months. Pursuant to the terms of the Agreement, Guardian activated monitoring services at the new residence on June 13, 2012.

 

On February 11, 2014, Ms. ********* informed Guardian that she was moving out of the country and was unable to relocate monitoring services to her new home. Ms. ********* requested the cancellation of her account. Guardian’s representative informed Ms. ********* that she had 17 months remaining in the initial term of her Agreement and that an early termination fee was required to cancel the account immediately. Guardian also provided additional options, one being that the buyer/tenant of Ms. *********’s home could activate Guardian’s services which would satisfy her obligation. Guardian received the subject complaint shortly thereafter. 

 

Upon receipt of your letter, Guardian contacted Ms. ********* directly to facilitate resolution of her concerns.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. *********’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept Ms. *********’s request to cancel her account.  Upon receipt of Ms. *********’s written authorization to cancel, her account will be terminated immediately and she will receive no further billing statements from Guardian. Additionally, upon cancellation Guardian will no longer respond to any signals received from Ms. *********’s residence.  Ms. ********* has expressed her satisfaction with this resolution.

  

Thank you for the opportunity to respond to Ms. *********’s concerns.  Should you have any questions, please contact me directly at ###-###-####, ext. *****.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a wireless system from Guardian back in the spring of 2012. I have regretted that decision every since. At the time of the sales consultation, I was told that the wireless system was reliable and that I would be given a 5 year price guarantee to ensure that future price changes would not affect me. I was also told that I could cancel my subscription at any time (I explained that though I was employed currently, that I intended to leave my current employer). Once the system was installed, I began receiving error signals almost immediately. The first time, they sent a contractor out and they said it was a battery in one of the window units. The second time I called, they said that a contractor would call me to set up an appointment. This NEVER occurred even after I called again. So, I decided to stop paying their monthly fee since the system wasn't operational. I have not set the system since then. I received some past due bills but since I didn't get a call from the contractor to fix the system, I ignored them figuring that Guardian would realize that I'm unhappy and discontinue my service. Well, back in December the system started going off every 5 minutes. I'd reset the system and 5 minutes later it was blaring again! When I called for customer service they stated that they have it going off INTENTIONALLY to get me to call them! Customer service stated that unless I paid them the past due amount ($400+) that it would continue. I told them that I assumed that by not paying that they would have discontinued my service. She said that I have a 5 year CONTRACT (excuse me?) and that I would be charged the past due amount plus the remaining 4 years of dues unless I paid the past due off in installments and agreed to pay everything starting again in February. I told her that I still needed an operational system. She assured me this would happen, but as of today this hasn't happened. I have now paid over $150 more but they haven't kept any of the promises to me to fix it.

Desired Settlement: They reimburse me for the total sum of fees that I paid since December because they didn't hold up their end of the bargain we made via the telephone call (to have a manager contact me and set-up repair appointment and phone app). They should discontinue my service because it doesn't work reliably and the "so-called" contract should be void because it should make both parties liable for actions (they provide service, I pay..they don't provide service, then I don't pay!).

Business Response:

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

It is important to first understand that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Ms. ********* account is among those for which Guardian provides these services. Ms. ********* sales transaction, system installation and system activation process took place directly between ********** ****** and Ms. *******; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. ********* contractual arrangement is with ********** ******, not Guardian.  Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above. 

Additionally, please note that ********** ****** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of ********** ******, including security evaluations, sales processes, installation practices or any other aspects of ********** ******’s business. All authorized dealers, including ********** ******, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities. 

Our records indicate that Ms. ********* original transaction with ********** ****** occurred on May 23, 2012 at which time Ms. ******* executed a Monitoring Agreement (“Agreement”) with ********** ****** in order to engage monitoring services. The initial term of the Agreement was for a period of five (5) years. Ms. *******’s system was installed and activated by ********** ****** on May 23, 2012. 

Ms. *******’s letter expresses dissatisfaction with requests for onsite service. Guardian has reviewed its records and confirmed that all requests made by Ms. ******* to Guardian for onsite service were immediately forwarded to ********** ******, the servicing company for Ms. *******’s system. If Ms. ******* spoke directly with ********** ****** to request onsite service, Guardian would not have access to those records, nor would Guardian have access to any records reflecting onsite service conducted by ********** ****** on behalf of Ms. *******.

Ms. *******’s letter also expresses that she spoke with a customer service representative in December 2013 after experiencing an alarm event at which time Ms. ******* was informed that her alarm was “intentionally” activated to prompt her to contact Guardian and/or ********** ******. Guardian has conducted a thorough review of Ms. *******’s account in response to this assertion, including a review of all telephone calls with Ms. *******. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s records confirm no telephone interactions with Ms. ******* subsequent to March 29, 2013. Please note, if the telephone conversation referenced in Ms. *******’s letter occurred directly with ********** ******, Guardian would not have access to that information. Respectfully, at no time did Guardian “intentionally” activate an alarm event in Ms. *******’s home as asserted in her letter, nor did any Guardian representative inform her of such.  Further, no alarm monitoring company can remotely access a security system to control or create an alarm event or alert. 

Upon receipt of your letter, Guardian made numerous attempts to contact Ms. ******* to review her concerns. As of this date, Ms. ******* has declined to return the message left for her by Guardian.

Because Guardian is contracted by ********** ****** to provide 24-hour security monitoring for Ms. *******’s account, Guardian does not possess the authority to terminate Ms. *******’s Agreement with ********** ****** as she has requested. Guardian has advised ********** ****** of Ms. *******’s complaint and her desire to cancel her Agreement with their firm.  ********** ****** is a highly respected firm and has authorized Guardian to provide the following resolution offers to Ms. *******:

1)     ********** ****** will schedule onsite service at no charge to Ms. ******* to ensure her system is functioning properly. Upon receipt of Ms. *******’s payment of the current balance due, ********** ****** will reduce the initial term of Ms. *******’s Agreement from 60-months to 36-months with a new contract end date of June 6, 2015; or

2)     ********** ****** will schedule onsite service at no charge to Ms. ******* to ensure her system is functioning properly. ********** ****** will waive the balance due on Ms. *******’s account.  ********** ****** will reduce the initial term of Ms. *******’s Agreement from 60-months to 45-months with a new contract end date of March 6, 2016. 

The above offers presented to Ms. ******* by Guardian are the same offers to which ********** ****** has authorized Guardian to extend. Guardian believes the above offers to be fair and reasonable and is hopeful Ms. ******* will concur.  The above offers are made available to Ms. ******* until close of business on April 7, 2014 after which they will be rescinded.

Guardian is hopeful this explanation assists in clarifying Guardian’s role in servicing customers of ********** ******.  Thank you for allowing Guardian the opportunity to address Ms. *******’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.     

Sincerely,

 **** ****, Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My aunt is 94 year old widow who lived by herself until December, 2013. She had *** home security. In March,2013 Guardian Protection Services salesman saw the *** sign in her yard and approached her home. The salesman convinced her to cancel *** and sign a five year contract with Guardian paying by bank draft. My aunt was unable to understand everything about the sales due to her age and mental condition. In December, 2013 her doctor told her she was unable to take care of herself and I moved her into an assisted living facility. I was taking care of her business by canceling her newspaper, telephone and all other services to her residence. I notified Guardian Protection Services of my aunt's circumstances. I have spoken to several people with Guardian (****** ****** ****** **** *** *****). I have explained my aunt circumstances about her not living in her home and that all services are disconnected from her home. I was told that it is my aunt's responsibility to have a telephone line and that even though Guardian cannot provide security services that they will still take the money from her bank account for the next five years. I have tried every avenue to explain my aunt's health and financial circumstances living in an assisted living facility to Guardian. They have told me that she is obligated to her five year contract and they cannot do anything to relieve her problems. I feel that Guardian has taken advantage of a 93 year old widow who was unable to understand what she was signing by selling her a five year contract and having the money taken out of her bank account by bank draft. Nowhere on her contract that we have says anything about a five year contract or is there a date on the contract. I have her pink copy of the contract but Guardian says that there are other forms that she signed. They may have but all she was given was the pink copy I have in my possession. I feel from talking to all the people at Guardian that this is a common sales practice of Guardian.

Desired Settlement: For your information to share with other senior citizen consumers in hopes that they will be very careful dealing with Guardian Protection Services and understanding what they are signing.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. ******. 

 

Ms. ******* ******’s account came to Guardian by way of an Authorized Dealer known as *** ********* *** (“***”). As such, all aspects of Ms. ******’s sales transaction took place directly between *** and Ms. ******. In order to establish a Guardian account for Ms. ****** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. ******’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

 

Upon receipt of the subject complaint, Guardian immediately notified *** of Mr. ******’s concerns. *** is a respected firm and has agreed to cancel Ms. ******’s account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Ms. ******’s system. Additionally, Ms. ****** will receive no further billing statements from Guardian. Should Mr. ****** have any further questions related to the sales transaction with ***, he may reach them directly at:  *** ********* **** **** * *** ** ******** ***** ** ****** ********** ***** *********

 

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

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: We feel that there should be another way out of the contract besides paying over $1000 for the equipment and 80% of what is left in our contract. That is absurd and disappointing for any company to expect.

Business Response:

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

 

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

 

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

 

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

 

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

 

Sincerely,

 

**** ***** Manager      

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Guardian system is less than 2 years old, but my contact only had a few months left on it. Around the beginning of the year (2014) I was awakened around 3:30 AM by an alarm. It wasn't the security alarm it was a low battery alarm. When I called Guardian, they advised that if I signed up for another year they would take care of the battery issue at minimal expense to me. Due to my work schedule I could not have a tech out, so I asked that they help me shut off the alarm. I was told to disconnect the battery (that didn't stop the noise) and then to unplug the system. I continued to get automated calls (one at 10 PM) saying my system wasn't responding. I called Guardian back in less than 2 weeks and set up an appt for the tech to come to my house. Every person I spoke to gave me a different explanation of what they would do for me...some less than the person before. I realized that I was going to pay for a battery just to await the end of my contract to cancel, so I called back on 1/17 and asked how much it would cost to just close the account NOW. They advised the buy out was $33.95 and when I got the letter I could send in the payment. Since Guardian faithfully charge my credit card each month I wanted them to charge the final buy-out also. They did, but stated that I still needed to send back the letter. I have sent the letter twice. I am now going to fax it, but I am being told that I must still send the buy-out payment. Someone who knows what they are doing needs to look and my account and get it straight. Guardian is not to call me again; if communication is necessary, send me a letter. What makes this worse is that today Guardian called my emergency contact and told them that my alarm was going off. That is fine, because it gave me a reason to tell someone how incompetent Guardian is. I wont wait for a reason in the future. My monthly charge by Guardian was $34.96. My buy-out was $33.95 charged to my credit card on 1/17/22014. I have my proof of this.

Desired Settlement: I want Guardian to cancel my account as Paid in full and stop calling me and my emergency contact. They need to reconsider there cancellation process which is INTENTIONALLY CUMBERSOME for the customer. Maybe I would have done business with Guardian in the future if they hadnt made the cancellation unnecessarily difficult. Since I have paid the final buy out by credit card and mailed twice and faxed in the cancellation letter stop contacting me.

Business Response:

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

 

It is important to understand that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Ms. **********’s account is among those for which Guardian provides these services. Ms. **********’s sales transaction, system installation and system activation process took place directly between ********** ****** and Ms. **********; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. **********’s contractual arrangement is with ********** ******, not Guardian.  Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above.  

 

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

 

Our records indicate Ms. ********** contacted Guardian on January 13, 2014 to schedule onsite service to replace the panel battery in her system, however shortly thereafter Ms. ********** contacted Guardian to request the cancellation of her account and the onsite service appointment. Guardian’s policies mandate that any cancellation request must be made in writing and must contain a customer’s password for security purposes. Pursuant to her instructions, a cancellation letter was mailed to Ms. ********** for her signature.  Guardian did not receive the signed authorization to cancel the account from Ms. ********** until March 3, 2014, the date of her complaint.

 

Upon receipt of Ms. **********’s authorization to terminate her account, Guardian processed her cancellation request immediately. Said cancellation became effective March 3, 2014. Accordingly, Ms. ********** will receive no further billing statements from Guardian. I believe this should fully satisfy Ms. **********’s concerns.

 

Guardian apologizes for any confusion related to the cancellation process. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used Guardian Protection Services for my store front business (********* ********) beginning November 2010,which I signed a two year contract with them. On or before May 31, 2013 I contacted Guardian to cancel services due to leaving the premises. I left effective June 1, 2013. Around July or August of 2013 I kept receiving monitoring statements for the premises. I again contacted them that I had left the premises and again informed them that I had canceled services. I have been told that the terms of the agreement allowed them to automatically extend an additional 2 years, which I had no idea of. I am now being harassed by collection agents and constant additions to the amount of what they say I owe. I do not feel I should have to pay for services that I am not using.

Desired Settlement: I would like for the harassment to stop and additional charges for non-services, interest and fees null and void.

Business Response:

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

 

Guardian has conducted a thorough review of the above account and offers the following information.  For background, Ms. ****** entered into a Commercial Agreement (“Agreement”) with Guardian on November 3, 2010 for an initial term of five (5) years. Ms. ****** asserts her belief that the initial term was two (2) years, however Section 3 of her Agreement clearly states, “The term of the Monitoring Services portion of this Agreement shall be five (5) years…”  

 

On June 5, 2013 with thirty (30) months remaining in the initial term of her Agreement, Ms. ****** requested the cancellation of her Guardian account. Guardian’s representative informed Ms. ****** that she remained within the initial term of her Agreement and that an early termination fee was required to cancel the account immediately.  In an effort to assist Ms. ****** in fulfilling her obligation under the initial term of the Agreement, Guardian provided several options to Ms. ****** including relocation of the services. Ms. ****** declined all offers presented by Guardian. 

 

Respectfully, Guardian has incurred significant expense by providing and installing expensive security equipment in Ms. ******’s former premises. The primary foundation for the initial term period as defined in Ms. ******’s Agreement is to allow Guardian the opportunity to recoup its investment made when it provided the electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recoup its investment over the five (5) year term of the Agreement. Because Guardian has not been provided the opportunity to recoup that investment, Guardian is respectfully unable to simply cancel Ms. ******’s account without further payment as she has requested. 

 

Upon receipt of your letter, Guardian contacted Ms. ****** directly. In a good faith effort to bring swift resolution to this matter, Guardian offered to accept a drastically reduced termination fee of $350 to terminate the remaining obligation under the Agreement. Ms. ****** indicated she wished to know the opinion of the Better Business Bureau prior to accepting or rejecting Guardian’s offer of a reduced termination fee.

 

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. ****** and the Better Business Bureau will concur. Guardian’s offer to accept a reduced early termination fee shall be extended until close of business on March 25, 2014 after which it will be rescinded.   

 

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

 

Sincerely,

 

****** ******, Assistant Credit Manager

Credit & Collections Department

Consumer Response: I realize that this is a huge offer, which actually brings me to the conclusion that they are willing to forgo what they claim I owe them for such a low amount. My problem still exist, that I did not use their services and feel that I should not have to pay for them.  It makes me question the hold or monopoly that these companies have on you when you need their services but are put under such a non option claw in order to get it. The business in which I got the service (please also note that the business is incorporated and their collection should be under ********* ********)  was on a year to year lease with the property owner, which makes it crazy to have to sign a five year contract with the security company.  As I mentioned, I moved from that location, which was at the property owner's request,  and we did not need the services any longer. At this point I would like to know what the BBB's conclusion of this matter is.  If that is not possible, I guess we have no other recourse but to be subjected to force collection.

Consumer Response: Thank you.  I will accept Guardian's offer to settle at $350.  Please note however, I am not able to pay in full so I would appreciate an offer for a payment plan.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of your letter dated March 7, 2014 in which Ms. ****** accepted Guardian’s settlement offer and further inquired if Guardian would be willing to arrange a payment plan. Guardian would be pleased to assist Ms. ****** in making such payment arrangements. To that end, Guardian contacted Ms. ****** who advised she was currently in the hospital and requested that Guardian contact her next week. Guardian will follow up with Ms. ****** next week and will finalize a payment plan consistent with Ms. ******’s request.

 

Thank you for allowing Guardian the opportunity to address and resolve Ms. ******’s concerns. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

****** ******, Assistant Credit Manager

Credit & Collections Department

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home security system with monitoring from Guardian Home Protection back in 2011. At the time of purchase I was told the contract was for a 2 year term. A month before my 2 years was up I called to cancel and was told, no you have a 3 year term. Although, I did not agree with this and requested a "copy" of the contract with my signature. When this arrived, the copy was hazy and did not contain my signature, but an e-signature. I let it slide for 1 more year. It is now 1 month before my 3 year term and I called to cancel wast told, no you have a 5 year term. I again requested a "copy" of the contract with my actual signature but was again given another copy that looked nothing like the first and contained another e-signature. I was told today by the person I talked to that the e-signature required a 4 digit code to sign. Ironically, the 4 digit code is the same 4 digit code I use on my system---In reading through the complaints located on the BBB site, 90% of the complaints are regarding contract/billing issues. This is a significant problem that needs to be addressed!

Desired Settlement: Contract for "5" years to be null and void ending March 2014. Guardian Protection Services to be held accountable.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. ******’s concerns and clarify this matter for all parties.    

 

Please note that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Ms. ******’s account is among those for which Guardian provides these services. Ms. ******’s sales transaction, system installation and system activation process took place directly between ********** ****** and Ms. ******; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. ******’s contractual arrangement is with ********** ******, not Guardian.  Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above. 

 

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

 

Upon receipt of Ms. ******’s complaint, Guardian contacted ********** ****** and provided a copy of same in an attempt to facilitate resolution.  ********** ****** reiterated that Ms. ****** knowingly and willfully entered into her Monitoring Agreement (“Agreement”) with their firm on May 6, 2011 and referenced the front side of Ms. ******’s Agreement which designates the following: “The initial term for service will begin on May 6, 2011 and will end on May 5, 2016”. 

 

********** ****** also noted that the reverse side of Ms. ******’s Agreement designates provisions and fees related to early termination of the Agreement prior to the end of its initial term. ********** ****** informed Guardian that a copy of the Agreement was provided to Ms. ****** immediately upon her engagement of services and that Ms. ****** acknowledged her right to review the transaction and terminate the Agreement within three business days with no further obligation had she desired to do so and.  Because Ms. ****** did not exercise her termination of the Agreement, ********** ****** incurred expenses to fulfill its obligations as set forth in the Agreement.    

 

Upon receipt of your letter, Guardian also reviewed its account records including all telephone interactions with Ms. ******.  (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.)

 

Our records indicate that Ms. ****** contacted Guardian on May 15, 2013 to request the cancellation of her account. Guardian’s representative informed Ms. ****** that she remained within her initial sixty (60) month term and that an early termination fee would be required to cancel her account immediately. Ms. ****** asserted her belief that her initial term was to be a period of two (2) years and that her sales representative promised she could cancel the account after a 2-year period. Guardian’s representative reviewed Ms. ******’s Agreement and confirmed a 60-month initial term.  A copy of the Agreement was mailed to Ms. ****** for her review and records. 

 

Guardian received no further requests from Ms. ****** to cancel her account until February 20, 2014 at which time Ms. ****** reiterated her belief that she had executed a 2-year Agreement. Guardian’s representative confirmed the initial term found on Ms. ******’s Agreement to be a 60-month term and provided another copy of the Agreement to Ms. ****** via fax and mail.  Guardian received the subject complaint shortly thereafter.   

 

Because Guardian is contracted by ********** ****** to provide 24-hour security monitoring for Ms. ******’s account, Guardian does not possess the authority to terminate Ms. ******’s Agreement with ********** ****** as she has requested.  Guardian has advised ********** ****** of Ms. ******’s complaint and her desire to cancel her Agreement with their firm.  ********** ****** is a highly respected firm and has agreed to reduce Ms. ******’s initial term from 60 months to 36 months with a contract end date of May 6, 2014. Guardian has spoken with Ms. ****** who has accepted this offer to reduce the initial term of her Agreement.

 

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. ******’s issues. Should you have any questions, please do not hesitate to contact me at ###-###-####.      

 

Sincerely,

 

**** ****, Manager

Customer Service Department

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me pending letter state specifically in written format that the balance due after May 5, 2014 is $0.00 and this is to have no reflection on my credit report.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 19; 04:50 Guardian Security Services (GPS) called and left a voicemail on my cellphone stating that they had lost contact with my wireless telephone signal. At 8:45 I called GPS and spoke with a rep., he confirmed again that they could not receive a signal from my location and he would try to reset the device from his location. GPS will call me back to check and see if the reset worked. In the mean time I told GPS that when I got home that I would unplug the power supply to see if this would reset the wireless telephone device. And it did.Fast forward Friday Feb 21, 2014; 12:52 -- GPS called me on my cell. The rep stated that the power down and reset by GPS location had not worked (?) but now had a new error this time on my keypad. I informed him that I had a error code of 6f or a bF. The rep stated that the BF was a Wireless Telephone Unit failure code. A service technician would have to come out and replace the device. Service calls cost $85 for the 1st hour and he wanted to schedule it now but I said no this is not right. I explained that I pay on a monthly fee for your service and the maintenance and repair should be part of that service. GPS rep said he would need speak to his supervisor to see if he could reduce the cost of the repair and put me on hold. A few minutes later he came back and said he was authorized to reduce the service call to $35.00 and only for this one visit. I still said no and said goodbye.That evening, I searched the internet for possible repair or operating instructions and found that I could reset the BF error on my keypad by simply unplugging the device then plugging it back up and clearing the keypad error by pressing [CODE + off]. The device now works like brand new. Later I began to question the integrity of the whole situation. Was this intentionally setup? Was my wireless device truly out of service? How many customers fall victim to this Service Call SCAM? I feel that this is a Dishonest Bussiness Practice and should stopped.

Desired Settlement: I'd like to desolve my security agreement with GPS and request a refund for services already provided.

Business Response:

Thank you for forwarding Mr. ******’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to Mr. ******’ concerns.

 

Upon receipt of your letter, I contacted Mr. ****** to address his concerns directly. During that conversation, I assured Mr. ****** that Guardian’s previous offer to schedule onsite service was in no way an attempt to “scam” him into a service appointment as asserted in his complaint. Mr. ******’ account notes indicate the cellular transmitting unit in his home may be outdated and in need of replacement. Upon seeing that note, Guardian’s representative recommended onsite service to allow a technician to inspect and replace the unit, if necessary, in order to maintain full functionality and communication from Mr. ******’ system.  Guardian’s representative made the recommendation for onsite service with Mr. ******’ best interests and safety in mind. 

 

During our conversation, I assisted Mr. ****** in conducting a test of his system and confirmed receipt of signals in Guardian’s central monitoring station.  Notwithstanding, I informed Mr. ****** I would appreciate the opportunity to conduct an onsite service appointment at no charge to him to confirm the integrity of the cellular transmitting unit.  Mr. ****** agreed and a service appointment has been scheduled for March 21, 2014.  Should Guardian’s technician recommend that the cellular device be replaced, it will be done so at no charge to Mr. ******. I am hopeful the above gesture will fully satisfy Mr. ******’ concerns. 

 

Guardian apologizes to Mr. ****** for any confusion or inconvenience. Guardian values Mr. ****** as a customer and appreciates the opportunity to continue serving his security needs.

 

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

 

Sincerely,

 

**** *****, Supervisor

Customer Service Department

Consumer Response:

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the Summer of 2012 we were working on our house and we decided to include a home security system in our renovation. We have had many home security systems over the years in the different houses we have lived in and are very familiar with the types of systems that are out there. I wanted a standard wired system with several key pads, door sensors and motion sensors. I contacted Guardian home security and was talked into one of their new wireless systems (not what I originally wanted). The system was installed and was nothing but trouble. Within several months I had had enough. I notified them that I no longer wanted their service and disconnected the entire system and offered to give them back all of the equipment that they had installed. That was December of 2012. They have hounded me for over a year about this and say that I signed a 2 year contract for service. I continue to tell them that their equipment and service were not what I originally asked for and that it was an inferior product, not to mention that the wireless system had to be hard wired to electrical outlets (exposed wires) wherever there was a keypad, essentially making it a wired system. Traditional Wired systems have power supplied by a main panel and all wires are buried in the walls. I have had many conversations with different people in their organization to resolve the issue. Their solution.Install a wired system for an additional charge of over $2,000 and honor the rest of the contract. Unacceptable! The only thing I told them that I would do to honor the contract was to get a wired system installed or install it myself, then contact them to resume monitoring services and they could then continue to bill me..That was unacceptable to them and they have continued to bill me. I have not been hooked to their system since that time (over a year) and refuse to pay any additional bills they continue to send me.

Desired Settlement: I don't want their service or their equipment. I am not and have not been using their service since December of 2012. Stop billing me, calling me, sending me letters and close my account.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and clarify this matter for all parties. 

 

For background, Mr. ******’s account came to Guardian by way of an Authorized Dealer known as 1st ********, LLC. As such, all aspects of Mr. ******’s sales transaction took place directly between *** ******** and Mr. ******. In order to establish a Guardian account for Mr. ****** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from *** ********. All such required paperwork was provided thereby facilitating activation of Mr. ******’s services and subsequent billings. Please note that *** ******** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by *** ********. Guardian does not control any day-to-day business activities or any internal policies or procedures of *** ********, including security evaluations, sales processes, installation practices or any other aspects of *** ********’s business.

 

Guardian’s records indicate Mr. ******’s sales transaction with *** ******** occurred on August 2, 2012 at which time Mr. ****** executed a Monitoring Agreement (“Agreement”) to engage monitoring services for an initial term of thirty-six (36) months. Mr. ******’s system was installed and activated by *** ******** on August 13, 2012.

 

Mr. ****** has expressed discontent with the wireless security system installed at his home. Mr. ****** initially expressed discontent with the security equipment in January 2013. Upon learning of Mr. ******’s dissatisfaction, Guardian immediately notified  ******** of Mr. ******’s concerns and requested that they contact him directly. ******** left numerous voicemail messages for Mr. ****** over a several month period to address his concerns. Guardian has been informed that Mr. ****** did not contact  ******** in response to the messages left for him.

 

In September 2013, Mr. ****** contacted Guardian to request the cancellation of his account citing dissatisfaction with the wireless security system installed in his home. Guardian’s representative offered to work with Mr. ****** to upgrade his security equipment to a hard-wired system. Mr. ****** indicated he wished to install his own security system and have said system monitored by Guardian. Guardian’s representative informed Mr. ****** that Guardian could send a technician to program the system after Mr. ****** completed installation. Guardian’s representative quoted Guardian’s standard service rates and offered to waive the trip fee as a courtesy. Mr. ****** indicated he would contact Guardian after renovations in his home were complete and he was ready to move forward.

 

In October 2013, Mr. ****** informed Guardian that renovations were complete and that the existing system had been removed during renovations.  Mr. ****** again inquired about self-installing a security system and having said system monitored by Guardian. Guardian’s representative informed Mr. ****** that Guardian could monitor a self-installed system as long as the equipment was compatible and can be programmed. Guardian’s representative quoted Guardian’s standard service rates for a technician to program said system and informed Mr. ****** that Guardian’s standard Extended Repair Agreement would not cover any self-installed equipment.  Alternatively, Guardian’s representative provided several upgrade options to Mr. ****** should he wish for Guardian to install a system on his behalf.  Guardian received the subject complaint shortly thereafter.

 

Upon receipt of the subject complaint, Guardian reached out to Mr. ****** to discuss the contents of his letter. Guardian’s representative informed Mr. ****** that Guardian would like the opportunity to improve on the upgrade offers previously presented to him. Mr. ****** declined to discuss any offers and reiterated his desire to cancel his account. 

 

After careful review of the above information, Guardian is respectfully unable to release Mr. ****** from the remaining term of his Agreement without further payment. Guardian has at all times honored its obligation under the Agreement and has made consistent good-faith efforts to resolve this matter with Mr. ******. In a genuine effort to assist Mr. ****** in fulfilling his obligation, Guardian provided several offers to upgrade Mr. ******’s security equipment to a hard-wired system. Guardian also offered to monitor a system which Mr. ****** chooses to self-install.

 

Guardian believes the above offers to be fair and reasonable. These options remain available to Mr. ****** should he so choose.  Should Mr. ****** wish to cancel his account and remaining obligation immediately, he may do so by remitting the early termination fee as set forth in the terms of his Agreement.  Finally, Mr. ****** may choose to remit timely monthly payments until such time that he is eligible to cancel his account.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

Consumer Response:

 This is the exact type of response I have been getting from Gaurdian Protection Services.  There is no real offer!  There is no real resolution!

    Let's review the FACTS.....

1)  Most importantly...THIS IS NOT THE SYSTEM THAT I WANTED TO START WITH!

2)  It was an INFERIOR piece of equipment.

3)  As you can se by their response, Guardian did not begin keeping track of the details until after Sept. of 2013....A FULL 9 MONTHS from the time I disconnected the service.

4)  I did speak with *** ******** and they told me that it was Guardian's problem.  Guardian now says it was *** ********** fault (CLASSIC!)

5) *** ******** was not able to resolve the issues because the equipment could not be configured that way.  THERE ARE WIRES TO THIS WIRELESS SYSTEM!!!  There is also an BLUE LIGHT that is unable to be turned off that illuminates the room at night.

6) I was contacted by Guardian in Sept of 2013 to try and resolve the issue.  A Mr. *** ********* facilitated a few calls in which no real resolution was offered.  All he kept saying was, "I am sure we can work something out that is agreeable" and even said that "he had the authority to make it right".  Not true!!  The common response of "I'll talk that over with management." was given several times.  The scenario that they came up with and actually had the nerve to propose was to extend the contract and charge me to install a new system.  In the detail of that solution was a tactic to have me pay a fee of several hundred dollars in order to reduce the term, but essentially it was the same amount as if I would have paid for the additional year of monitoring.  Classic "Bait and Switch"!

7) I even scheduled an appointment for one of their technicians to come out and look at the house.  He came out, took a look at the house and agreed with every reason I had said for why I wanted a traditional wired system.  The result of that visit was another call from another representative, this time offering to install the new system for OVER $2,000.  UNBELIEVABLE!!!

8) Another incorrect statement by Guardian....They say that "renovations were completed".  NOT TRUE!  They still aren't complete.  I never told them that and their own technician verified it when he was here.  They just started billing me again.

9) Through this ordeal, they have threatened to ruin my credit rating and possibly take legal action.

  So after my careful review of Guardian's response, it is affirmation that they have no TRUE intention of resolving these issues and only want to collect on something that they have not delivered. 

  Bottom line, I am not using the service and I haven't been for over a year.  Why should I pay for something I am not using.  I didn't like the product or the service, and as I have previousely stated....After dealing with this for over 14 months of not using this system (that I didn't want from the start) or their service, I will only accept the termination of my account with no penatlty fees or charges as a resolution.

 

Regards,

******* ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company admitted several time that they were aware that my alarm could not be turned on because it made a fast clicking noise when plugged in, yet they sent a service person anyway. The Sales person called me three times including once from a private phone line. Guardian Protection Services sent a service agent to my home who didn't know the basics about my security system or turning it on, he was in my home for only ten minutes (most of that was his apologizing) and sat in his car outside my home for over an HOUR - and charged me for the overtime! He admitted that no work was done, yet he asked me to sign the work order which stated that he completed the work including the extra time, by telling me not to read it! The home office has continued to harass me and bill me EVEN THOUGH I AM NOT A CUSTOMER AND NEVER SIGNED A CONTRACT. No service was provided.

Desired Settlement: I disputed their charge on my credit card and won. I want this company to stop billing me and stop sending collection notices.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response in hopes of clarifying this matter for all parties.  

 

Upon receipt of Mr. *******’s letter, Guardian conducted an extensive review of Mr. *******’s account and all telephone conversations with Guardian. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) As a result, Guardian offers the following information: 

 

Mr. ******* first contacted Guardian on October 11, 2013 to inquire how to activate the existing system in his home. After researching our records, Guardian determined that the system in Mr. *******’s residence was not previously monitored or installed by Guardian. Guardian offered to send a sales representative to Mr. *******’s home to evaluate if the existing system could be taken over and monitored by Guardian. Mr. ******* declined at that time.

 

Later that day on October 11, 2013, Mr. ******* contacted Guardian and indicated he would like to turn the security system on and determine whether he likes it before becoming a monitored customer. Guardian explained that onsite service could be scheduled at standard technician fees to power up the security system. Guardian’s representative quoted the service rates of $85 for the first half-hour, $17.50 for each quarter hour, plus parts. Mr. ******* accepted the service rates as quoted. Guardian’s representative informed Mr. ******* that an account would need to be established prior to scheduling onsite service and that he would contact Mr. ******* shortly to schedule an appointment once his information has been added to Guardian’s system. Guardian’s representative further informed Mr. ******* that prior to scheduling service, Guardian will require a deposit payment in the amount of $85 for the first half-hour of the onsite service appointment. Mr. ******* consented to the deposit.

 

On October 15, 2013, Guardian contacted Mr. ******* to indicate that no appointments were currently available however Guardian will contact him shortly to schedule onsite service. Mr. ******* expressed his understanding and appreciation.  

 

Guardian contacted Mr. ******* on October 22, 2013 to advise that onsite service appointments were now available. Mr. ******* provided Guardian with his credit card information and remitted a deposit in the amount of $85 for the first half-hour of the service appointment.  A service appointment was scheduled for October 28, 2013.

 

Guardian’s technician arrived for the onsite service appointment as scheduled on October 28, 2013. Upon arrival, the technician discovered that the security panel was locked out. Guardian’s technician attempted to restore the panel to default settings but was unable to do so as the panel was locked out in an “armed” status. Guardian’s technician consulted with Guardian’s Tech Support team and confirmed that without an arm/disarm code to disarm the system the technician was unable to reprogram the panel. The technician presented Mr. ******* with his findings and provided Mr. ******* with a service work order which explained his conclusions.  The service work order reflected a final bill of $109.68 ($85 for first half-hour + $17.50 for one quarter-hour + plus $7.18 tax.) Mr. ******* expressed dissatisfaction with the charges.

 

Shortly after the technician’s departure from the premises, Mr. ******* contacted Guardian on October 28, 2013 to dispute the charges for the onsite service appointment. Mr. ******* further expressed that he previously informed Guardian of the panel’s lock-out status prior to scheduling the onsite service appointment. Guardian’s representative informed Mr. ******* that she would request a review of all telephone calls with Mr. ******* prior to scheduling onsite service and if it was determined that Guardian was previously informed of the panel’s lock-out status, the billing would be adjusted.

 

Guardian conducted the research of the telephone interactions as promised and contacted Mr. ******* with its findings on October 30, 2013. Guardian’s representative explained to Mr. ******* that all calls revealed no discussion regarding the panel’s lock-out status or that the panel was emitting a “clicking” sound. As such, Guardian could have no prior knowledge that the panel was locked out until the technician’s onsite assessment. In a genuine effort to assist Mr. *******, Guardian’s representative offered to contact the service technician to clarify the charges of $109.68.  Mr. ******* indicated he would not make payment and the call was abruptly terminated.

 

On October 31, 2013, Guardian applied a credit to Mr. *******’s account as a courtesy in the amount of $24.68 representing the billing of $17.50/ quarter hour + $7.18 tax. Upon Guardian’s application of this credit, no further balance was due on Mr. *******’s account. Guardian attempted to contact Mr. ******* to advise him of the credit however was unable to reach Mr. ******* and was further unable to leave him a voicemail message.  

 

On December 3, 2013, Guardian received notification that the deposit of $85 remitted by Mr. ******* on October 22, 2013 had been reversed by Mr. *******’s credit card company. Shortly thereafter, Guardian provided Mr. ******* with written notification informing him of the status of his account.

 

On January 27, 2014, Mr. ******* spoke with Guardian and again disputed the charges associated with the onsite service appointment. Guardian reviewed its previous findings and explained that Mr. ******* verbally agreed to remit a non-refundable deposit of $85 prior to scheduling onsite service. The call was abruptly terminated and Guardian received the subject complaint shortly thereafter.

 

In summary, Guardian conducted extensive research into all telephone interactions with Mr. ******* and has confirmed that Guardian was not aware of the panel’s lock-out status prior to the technician’s arrival at the service appointment on October 28, 2013. As a courtesy and in an effort to satisfy Mr. *******, Guardian previously waived a portion of the charges associated with the onsite service appointment. Guardian hopes Mr. ******* can understand that it deployed financial resources and expended labor hours to establish an account for Mr. ******* and conduct onsite service at his request. Further, Mr. ******* verbally consented to the service rates prior to scheduling onsite service. As such, Guardian respectfully finds the charges assessed to Mr. ******* to be fair and reasonable.

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for the opportunity to address Mr. *******’s complaint.  Should you have any questions, please feel free to contact me directly at ###-###-####. 

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Here is my story. My experience with Guardian has been one of the worse customer service experience I have ever had. From the moment I moved into my new home it continued with the lack of customer service, and customer support. I sat through a 2 hour presentation of the Guardian Services and received repeated calls from the sales person so he could get all the signed paperwork exactly how he needed it, then I never heard from him. I moved into my house and asked how I could start services or when they would begin. No one could tell me, I had to search down a phone number for customer service only to be told I would have to wait more than two weeks for a technician and take a day off from work to wait for him. I was told he would take two hours and he took 4. The ******** system worked for that evening only and by the time I woke up the next morning it did not work. I called again and again I had to wait weeks for someone to come out and again take another day off from work. The technician came out, he appeared to fix the problem and for 10 days it worked. Then I called the technician when it did not work, as he told me to do and he said he would call customer service to schedule an appointment. After 2 weeks of no contact and calling I called customer service and of course I did not get an answer and waited another week for a call. I had two days notice for an appointment that did not work, so again I had to wait. I waited 10 days to get a call to be told I could not have a weekend appointment. I would have to take another day off from work. I told the CSR I already took 2 days off, she would call me back.... It has been 6 days.I have had the ******* product for for over three months and it has worked a total of 10 days. There is no urgency or response to my request for repair. I would like to have the system removed but I am committed to a year contract and I would like the system to work before the contract ends.

Desired Settlement: I want the technician to come on a weekend and replace the system with one that works. I would then like the company to call me once a week for a month to ensure the system continues to work as it was sold. If it does not work I would like a full refund.

Business Response:

Thank you for forwarding Ms. ******’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response to Ms. ******’s concerns.

 

Ms. ******’s letter expresses dissatisfaction with audio equipment installed by Guardian during the construction of her new home and the delay in scheduling and conducting onsite service on said equipment. Guardian has conducted a review of Ms. ******’s account and respectfully offers the following in response. 

 

Our records indicate that Ms. ****** initially informed Guardian on November 11, 2013 that the audio equipment was not functioning properly. Guardian’s representative immediately offered to schedule onsite service and forwarded Ms. ******’s information to Guardian’s branch office in Philadelphia for scheduling. Guardian’s Philadelphia office contacted Ms. ****** on November 13, 2013 and scheduled onsite service to take place on the first available date which was November 22, 2013.

 

An onsite service appointment was conducted as scheduled on November 22, 2013. During that appointment, Guardian’s technician replaced an antenna, reconnected the computer and audio equipment to the router and found everything to be working properly.

 

On January 11, 2014, Ms. ****** informed Guardian that she continued to experience issues with the audio equipment. Ms. ****** requested an onsite service appointment and further requested said appointment be conducted on a Saturday. Guardian’s representative informed Ms. ****** that Guardian has limited availability to conduct appointments on Saturdays and that approval had to be received prior to scheduling. Guardian did receive approval to schedule a Saturday appointment and a voicemail message was left for Ms. ****** on January 16, 2014 to advise that an appointment was scheduled for Saturday, February 18, 2014.   

 

On January 18, 2014, Ms. ****** contacted Guardian and cancelled the service appointment scheduled for that day.  Ms. ****** further requested the service appointment be rescheduled for another Saturday. Guardian’s representative indicated that authorization had to be received prior to rescheduling for another Saturday and that Guardian would contact Ms. ****** shortly to schedule onsite service.

 

Subsequently it was determined that Guardian’s technical support staff would need to be available during Ms. ******’s onsite service appointment and that the appointment would need to be scheduled during Guardian’s normal business hours from Monday-Friday to ensure the availability of the tech support staff.  Guardian contacted Ms. ****** on January 24, 2014 to schedule an onsite service appointment. Ms. ****** informed Guardian that she was out of town and would call back to schedule service when she returned home. Guardian received no further contact from Ms. ****** until receipt of the subject complaint. 

 

Upon receipt of your letter, Guardian contacted Ms. ****** to schedule an onsite service appointment at no charge to her. Said appointment was scheduled for and took place on February 4, 2014 at which time Guardian’s technician found the audio device unable to achieve a network connection. The technician conducted a power cycle to the device which resulted in the reconnection to the network.  The technician demonstrated to Ms. ****** how to reset the device for network acquisition if the signal became lost again and also demonstrated how to remotely reset the device via software for self-restart. 

 

Subsequent to the service appointment, Guardian has made several attempts to contact Ms. ****** to ensure the equipment is functioning properly. As of this date, Guardian has been unable to speak with Ms. ****** but will continue to reach out to Ms. ****** to ensure her complete satisfaction with this resolution.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel the services for months they will not cancel they said I signed a 5 year contract. when the salesman was here I was told I could cancel at anytime. I have my son and granddaughter that heard him say this, he also Xed out the contract after I signed it. My copy, he said it would not matter because it was a special offer with a 5 year price guarantee not a 5 year contract, that I can't cancel. he told me I could cancel anytime. it was helping him out if I could have the signs in the yard I asked him numerous times about cancelling it because I am a widow, that I could not afford it. I was losing income because my son was sixteen. I lost some of the social security. I was told I could cancel it after the free month . I am a widow raising my son and two grandchildren. Now the system does not work. when called I they said, I have to pay to have it fixed. it has not worked for two months but there still taking their money out of my account every month. I can not afford to pay them to come out and fix it. I just want it out. there salesman lied to me about the whole thing. 5 years of paying for something that does not work . Not very good business procedures to have salesman lying .

Desired Settlement: I would like to have the services cancelled and to stop taking the money out of my checking account.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. *******. 

 

Ms. *******’s account came to Guardian by way of an Authorized Dealer known as *** ********, LLC (“***”). As such, all aspects of Ms. *******’s sales transaction took place directly between *** and Ms. *******. In order to establish a Guardian account for Ms. ******* and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. *******’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

 

Upon receipt of the subject complaint, Guardian immediately notified *** of Ms. *******’s concerns. *** is a respected firm and has agreed to accept Ms. *******’s request to cancel her account and discontinue 24-hour monitoring and related services. Ms. *******’s account was cancelled effective January 31, 2014. As such, Guardian will no longer respond to any signals from Ms. *******’s system. Additionally, Ms. ******* will receive no further billing statements from Guardian. Should Ms. ******* have any further questions related to her sales transaction with ***, she may reach them directly at:  *** ********, **** **** * *** ** ******** ***** ** ****** ********** ***** ********.

 

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

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved to my house in June 2013 and had the Guardian System Installed. Over the months, whenever the system was breached accidentally, we NEVER received a phone call or cops. Suspecting somethings wrong, I triggered the breach a few times and still DIDNT receive a call. I called the company and they did a test and told me things were fine but signal was low. They sent someone to "FIX" the issue who confirmed its done. Next day I breached the alarm and still didnt work.Many times, I recorded the breach on my iphone as whenever i called the service agent did not listen and were rude. Sales DID not return my calls even after escalation via email and phoneThen one day after a theft nearby, family got scared and i triggered the alarm. Even after many minutes of the alarm, did not receive a call. I called and spoke to the supervisor and told them that i am recording this conversation. They told me that nothing is wrong and while talking to them i breached the alarm, while still recording.The supervisor, realizing there was a problem blamed it on signal but I told them they already came and confirmed that was fixed. I told them i want to disconnect as I cant trust them anymore and she threatened me with costs.This company should be shut down they are risking people's lives by lying about their product. NOT one time did I get a monitoring call while i was under the impression my family is safe. Then they defraud me by saying that its my fault and i have to pay.I would like every penny I paid back including the installation costs. Plus I would like BBB to take the necessary action that they apologize for putting my family at risk

Desired Settlement: Refund of Installation Costs - ~$200Monthly Payments From June 2013 - Dec 2014 ($45 / month) - $315Relieve me of contract and contract termination charges

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian values the opportunity to respond in an attempt to clarify this matter for all parties. 

 

Guardian has conducted a thorough review of Mr. *******’s account. Our records indicate Mr. ******* engaged Guardian by way of a Sales and Installation Agreement and a Monitoring and Repair Agreement (“Agreements”), both dated June 25, 2013. Pursuant to the Agreements, Guardian was engaged to activate and monitor the existing security system in Mr. *******’s new home. (Please note the existing security system in Mr. *******’s home was installed by another security provider.) Guardian also provided and installed a new keypad and a new key fob. The initial term of Mr. *******’s Agreements was a period of thirty-six (36) months. Mr. *******’s services were activated on July 2, 2013. At that time, Mr. *******’s system was fully tested and was found to be operating properly as evidenced by signals received at Guardian’s Central Alarm Monitoring Station. 

 

On August 17, 2013, Ms. ******* ******* contacted Guardian and expressed concern that the security system was not communicating signals. Guardian’s representative assisted Ms. ******* by conducting a test of the system over the telephone and confirmed receipt of all signals.  Later that day, Mr. ******* contacted Guardian and advised that he had activated an alarm event to which Guardian had not responded. Guardian’s representative offered to schedule an onsite service appointment to fully inspect and test the system to ensure proper functionality. Said appointment was scheduled for August 30, 2013.

 

Onsite service was conducted as scheduled on August 30, 2013 at which time Guardian’s technician found an antenna wire coiled up inside the security panel which could hinder the transmission of alarm signals. The technician lengthened the antenna to increase the signal, tested the system and confirmed receipt of all signals.

 

On January 1, 2014, Ms. ******* informed Guardian that she had experienced an alarm event the evening prior (on December 31, 2013) to which Guardian had not responded. Guardian’s representative offered to conduct a test of the system while on the telephone, however Ms. ******* declined. 

 

A short while later, Mr. ******* contacted Guardian and requested to test his security system. Mr. ******* also advised that he possessed a video recording of an alarm event at his residence to which Guardian did not respond. Guardian’s representative assisted Mr. ******* by conducting a test of the system over the telephone and confirmed that Guardian received the signals within 27 seconds of Mr. ******* activating the alarm event. Guardian’s representative also informed Mr. ******* that his system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of his account reveals that all test signals were properly received and that Mr. *******’s system was consistently communicating with Guardian’s central monitoring station.

 

Guardian’s representative further explained to Mr. ******* that if he had activated his system then quickly cancelled the activation at the keypad, such cancellation likely could have prevented the alarm signal from being transmitted to Guardian’s central monitoring station. (It should be noted that that manufacturers of today’s high-tech alarm system hardware intentionally program a delay of 15-30 seconds in order to mitigate the potential of false alarms whereby authorities may be dispatched needlessly.) Mr. ******* disagreed with the representative’s explanations and reiterated that Guardian did not contact him in response to an alarm event the previous evening. In a genuine effort to address Mr. *******’s concerns, Guardian’s representative offered to remotely access Mr. *******’s security panel and access the panel history which would confirm dates and times of all panel activity (i.e. arming/disarming of the system, alarm events, etc.). Mr. ******* declined and the call was abruptly terminated.

 

Shortly thereafter, Mr. ******* contacted Guardian again and indicated he had triggered an alarm event and wished to verify signals. Guardian’s representative advised that no signals had been received during the timeframe in which Mr. ******* indicated the alarm event occurred. Guardian’s representative offered to test the system over the telephone with Mr. *******, however Mr. ******* declined. Guardian also offered to schedule onsite service to fully inspect the system and make any necessary repairs. Mr. ******* declined all offers for onsite service and requested the cancellation of his account.  Guardian politely informed Mr. ******* that the account could not be cancelled until Guardian had been provided the opportunity to make repairs to his system unless he wished to remit an early termination fee. The call was abruptly terminated and Guardian received no further communication from the *******s until receipt of the subject complaint.

 

Upon receipt of your letter, Guardian reached out to Mr. ******* in an effort to address and resolve his concerns. Guardian’s representative apologized to Mr. ******* for any issues and offered to schedule onsite service at no charge to fully inspect the system and make any necessary repairs. Guardian’s representative further explained that Guardian offers a 6-month guarantee whereby if Guardian is unable to repair his system, Mr. ******* would be eligible to cancel his account and receive a refund of all monies paid to date, however Mr. ******* must first provide Guardian the opportunity to make repairs to his system. Mr. ******* refused Guardian’s offer for service and the call was abruptly terminated.

 

Upon review of the above information, Guardian respectfully declines Mr. *******’s requests to cancel his account and provide reimbursement at this time.  Guardian has at all times honored its obligation under the Agreement. Guardian has responded to all reported issues with Mr. *******’s system in a timely and professional manner and has offered to provide onsite service at no charge to Mr. *******, to which he has declined.

 

Guardian’s offer to schedule onsite service at no charge to Mr. ******* remains available to him. If after conducting onsite service Mr. ******* continues to experience issues with his system, Guardian will honor his request to cancel his account and refund all monies paid to date. Guardian believes this offer to be fair and reasonable and is hopeful Mr. ******* will concur. Alternatively, Mr. ******* may remit timely monthly payments until such time that he is eligible to cancel his account.

 

Thank you for the opportunity to provide Guardian’s response to clarify this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

Consumer Response:

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

The information provided by Guardian is not complete. I am contending that my SERVICE has never worked. I have breached system many times every month since I started and since they claim the fixed my service. NEVER has anyone called me or cops came. Many times since Sep I have recorded breaches and each breach was over 1 minute. How can guardian claim that they were getting signal when 3 times I recorded video while on the phone with their rep. One rep even told me on a recorded call that the service they performed in aug/sep was NOT to fix communication rather to fix a door. They have made false  promises when i signed up and i had to call sales atleast 10 times in the first month and file complaint that sales or local office does not respond.  History clearly shows that Guardian has deceived me every time. Can they prove that their system was working? No, as I have breached many many times and it became a joke in parties where many people attended and witnessed.  They called me to retain the service but how can I retain a service that hasn't worked for even one day. And now they have left my family exposed without security service putting us in danger.


Regards,

***** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The salesman said he would pay off our contract with our current provider. It was not paid. Now we have to pay for 2 security systems. IT IS WAY TOO EXPENSIVE. The salesman lied to make a sale it was dishonest.

Desired Settlement: pay off our other service contract so we don't have to pay for 2 contracts. We owe 594.20. The salesman said he would pay this and so it should be paid.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Ms. ******’s concerns. 

 

As background, please note Ms. ******’s account came to Guardian by way of an Authorized Dealer known as ***** *****. As such, all aspects of Ms. ******’s sales transaction took place directly between ***** ***** and Ms. ******. The installation of Ms. ******** system was also performed by ***** *****. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. ******’s system. ***** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** *****, including security evaluations, sales processes, installation practices or any other aspects of ***** *****’s business.

 

Given that the nature of Ms. ******’s concerns relate to the sales transaction which took place directly with ***** *****, Guardian notified ***** ***** without delay and provided them with a copy of the complaint. Guardian understands that ***** ***** immediately contacted Ms. ****** and agreed to remit final payment to Ms. ******’s previous security provider in the amount of $594.20. ***** ***** issued and mailed said payment to Ms. ****** on January 30, 2014. Guardian subsequently spoke with Ms. ****** and confirmed her complete satisfaction with the resolution offered by ***** *****.

 

Thank you for the opportunity to provide Guardian’s response to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service
2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was renting a unit @ **** ******** **** **** **** ****** ** ***** unbeknownst that there was a master account holder *** *******, owner of that unit. I found this out after agreement was signed and alarm technicians were there to work on alarm; The alarm was calling monitoring company as well as Mr *******. I had received a call from *****, account manager in ***** ************; she informed me that I should not have signed contract that the master account holder was *** *******, I was not given this information when Mr **** ***** Guardian salesman came to the townhome to get me to sign a contract. I have numerously tried calling ***** and customer service. I have been sent to collections after I moved out of unit and paid my debt, cancelled services via certified return receipt mail as I no longer lived there from April 2013; To this day I continue to receive bills and notices of payment due. The main Guardian number puts me on hold or transfers me to customer service then I get cut off the line.

Desired Settlement: Cancel contract as of September 16, 2013 when letter of reinstatement and payment sent, with no further billing. I no longer want any services with Guardian Protection

Business Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Ms. *********’s complaint and resolve her concerns.    

 

Upon review of Ms. *********’s letter, Guardian conducted a thorough review of her account.  While Guardian maintains its legal right to pursue full payment of the account, in this instance Guardian will accommodate Ms. *********’s request to cancel her account without further payment. Guardian has spoken with Ms. ********* and confirmed her satisfaction with this resolution.

 

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

 

Sincerely,

 

**** ***** Manager

Customer Service Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The system does not work if bedroom windows are open, so we either suffer from the heat of summer or are unprotected. That is the choice we have to make with Guardian. When my wife called (shortly after installation) to complain, she told the customer service "gentleman" that we wanted to stop service. He said, and I quote verbatim, "OK. If that's how you want to be about it!" He told my wife to remain on the line while he figured out how much we would owe. When he returned to the phone, he quoted her $1,934.57 to get out of the contract. He explained in a patronizing, condescending voice that we had signed a contract and if we wanted out, we would have to pay in full. Yes, we had. We have been paying $50 a month for several years since. It grates on us every month when the charge is taken out of our account. We're paying for something we can't even use four months out of the year if we want to be able to breathe! The "customer service agent" was most definitely in the wrong job. How could he have thought it appropriate to treat a customer in that manner? Unbelieveable. Unacceptable. Unappreciated. You better believe that 30 days before the contract is up, we will cancel in writing and send the letter registerd mail! Make no mistake, we will never use Guardian Protection again and we will continue to tell all our friends, neighbors, and family of the treatment we received with this sad company. Thank you BBB for giving us an audience!

Desired Settlement: A refund would be great, though we're not holding our breath. It would be nice to get a service agent out here to fix the problem of not being able to open our windows. I'm certain that is not asking too much.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. ******’s concerns. Guardian values the opportunity to address this matter in hopes of restoring Mr. ******’s confidence in our firm.   

 

For background, please note that Mr. ******’s account came to Guardian by way of an Authorized Dealer known as *** ********, LLC (“***”). As such, all aspects of Mr. ******’s sales transaction and installation took place directly between *** and Mr. ******. Mr. ******’s system was installed and activated by *** on May 21, 2010.

 

On October 15, 2012, Mr. ****** contacted Guardian and expressed frustration that windows could not be opened while the system was armed. Guardian’s representative provided assistance by explaining to Mr. ****** how to bypass the windows so that the system could be armed while the windows remained open. Mr. ****** expressed his appreciation for the information.  No further communications or concerns were received from Mr. ****** until receipt of the subject complaint.

 

Upon receipt of Mr. ******’s letter, Guardian contacted Mrs. ****** to discuss their concerns directly. In a good faith effort to resolve the ******s’ concerns, Guardian’s representative offered to provide and install additional magnets on the subject windows at no charge which would allow the windows to be opened while the system was fully armed. Mrs. ****** accepted this offer and scheduled onsite service to install the additional equipment on January 27, 2014. 

 

The onsite service appointment was conducted earlier this morning as scheduled. During that appointment, Guardian’s technician added four (4) magnet/switches to the subject windows and provided the ******s a full demonstration of the use of the system. Prior to departing the residence, the technician fully tested the system and confirmed receipt of all signals in Guardian’s central monitoring station.  

 

Additionally, Guardian is deeply concerned with Mr. ******’s expressed discontentment relating to an interaction with a Guardian customer service representative. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. As a routine course of its business, Guardian records telephone calls to be used for quality assurance measurement and on-going employee coaching and development. Guardian’s research into this matter is continuing.  Mr. ****** may be assured that should Guardian find the interaction to which he referred in his complaint does not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action. 

 

Guardian would like to extend its apology to Mr. and Mrs. ****** for any inconvenience.  Mr. ******’s feedback is sincerely appreciated. 

 

Thank you for advising Guardian of this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Problems with Product/Service
2/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The alarm system that was supposed to be free originally cost $500+. We agreed to that. The installation was sloppy and system has not worked since installed 2 years ago, i. e. numerous false alarms. We have been charged another $400+ for this company to attempt repairs to the system. A month ago, the last tech said that since we had changed phone services, we would need to have an adapter. He said he would have the company call and give us our options. We have not heard from Guardian.About 3 months ago, I sent Guardian a letter stating my case and asking to terminate the contract. They said I would need to pay for 3 years monitoring to close the contract (about $1440). They also said I would need an adapter that would require a 5 year contract extension or another $500.

Desired Settlement: Since we have not had an effective alarm, most of the last 2 years, I would like to terminate the contract and get back monitoring costs (about $1000).

Business Response:

Thank you for forwarding Mr. *****’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. *****’s concerns.

 

For background, Mr. *****’s account came to Guardian by way of an authorized dealer known as ***** *****, whereby all aspects of Mr. *****’s sales and system installation transaction took place directly between ***** ***** and Mr. *****. ***** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for selected customers whose systems were sold and installed by ***** *****.

 

On November 1, 2013, Mr. ***** informed Guardian that he had changed his telephone service. Unfortunately, the telephone service would not support the security system as it was presently configured. Guardian’s representative offered to install a cellular transmitting device which would allow the security system to transmit signals without the use of Mr. *****’s telephone line. In an effort to offset the cost of the device, Guardian’s representative offered to provide and install the device at no charge in exchange for a contract extension of 36-months. Mr. ***** declined. The subject complaint was received shortly thereafter.

 

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. In a good faith effort to assist Mr. ***** in resolving these issues, Guardian offered to provide and install a cellular transmitting device at no charge (a $425 value) with no contract extension. Guardian further agreed to waive the cost associated with the previous service visit (a $110 value). Mr. ***** expressed his satisfaction with this resolution.

 

Thank you for informing Guardian of this matter. Guardian values Mr. ***** as a customer and appreciates the opportunity to address and respond to his concerns. 

 

Should you have any questions, please feel free to contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Extremely poor customer service. They installed our products incorrectly. When they fixed only one of the many incorrect issues, they billed us for their mistake. We have called to rectify this many times and are promised a call back that we never receive. We called to cancel service with them and they said that we can't cancel because we are locked in a 5 year contract. We have even spoken to the original sales guy who admits that our install was done incorrectly from our agreement and how we discussed. He was also supposed to call us back and never followed up. We spent over $13,000.00 with them and expect them to treat a customer much better than this. We never even complained that they installed our equipment incorrectly until after only 13 months, the TV that we bought from them, went black. That's when they tried to charge us to fix a piece of equipment that we weren't supposed to have in the first place. They installed two remote boxes instead of the hdmi cable that we paid to have. Once they finally agreed to run the cable that was supposed to be there in the first place, it made those boxes obsolete.

Desired Settlement: I would like the policy terminated and to not be billed for the obsolete box.

Business Response:

Thank you for forwarding Ms. ******’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Ms. ******’s concerns.

 

For background, please note that Mr. and Ms. ****** originally met with Guardian in July 2011 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Ms. ****** decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Ms. ****** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 8, 2011. 

 

Ms. ****** expressed dissatisfaction in her letter regarding issues with low voltage equipment purchased at the time of sale and in receiving billing statements from Guardian related to repairs of the above-referenced equipment. Upon receipt of your letter, Guardian contacted Mr. ****** to discuss this matter directly.  As a courtesy and in a good faith effort to bring swift resolution to this matter, Guardian agreed to waive the fees associated with said repairs. A credit has been applied to the ******s’ account accordingly.  Mr. ****** has expressed his satisfaction with this resolution. 

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Problems with Product/Service
1/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: THIS IS A DUAL COMPLAINT, TWO COMPANIES. In March 2013, we received a telemarketing call from ***** *******, to acquire customers for GUARDIAN PROTECTION SERVICES and ***** ******. GUARDIAN, I assume, bills customers for services rendered by ***** ****** at *** ** ******* **** **** *** *** ***** ** ****** ***** ************. Since canceling our alarm service with *** and going with Guardian and *****, we have experienced multiple billing problems. We received a call from GUARDIAN yesterday about the account, then received a bill later the same day. The statement was for $90.82. Our first call in March 2013 from ***** ******* advised that if we elected to go with GUARDIAN, our bill would be no more than $6.00 more monthly. We were paying at that time, $33.19 monthly, which would mean the bill would be no more than $39.00. Not so. The first bill was to be automatically deducted, and they did so on the first of the month. I immediately phoned them because we do not have our retirement funds before the 3rd of the month. They changed the payment date to the 7th. I have never dealt with such difficult billing. Last month I paid them over $62.00, which was not reflected on the current bill. I was told that was prorated. The bill today for the $90 plus was from 07 Aug to 06 Sep, plus what they considered a previous amount. They charge $2.00 to mail a statement to the customer. Guardian was unable to handle our problem referring us to ***** Alarms. **** ***** was unable to help with the problem, and proceeded to raise his voice, boasting about his employees, etc. I asked what would the penalty be to cancel and he said $1,200. Preposterous. They used the ******/*** equipment already installed, and placed two new keypads. Even the salesman, ***** ****, tried to cheat us by charging more than the $49.00 installation fee promised by phone. This entire encounter with GUARDIAN and ***** has been a total nightmare in the making. We are retired on a fixed income, we can't afford to take chances with bills.

Desired Settlement: Either release us from the existing contract due to the problems experienced since April 2013, or remedy the billing procedures. I will not go automatic deduction because with them thus far we have not known what the bill will be. They will not go paperless as most companies do, so they charge the extra $2.00 to send the bill. I was told even if they went paperless, they would still charge the $2.00. The bill should be what we were promised and the amount that is written on our contract, $39.00.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to respond to Ms. **********’s complaint in an effort to assist and bring resolution.   

 

A thorough review of this matter revealed that Ms. **********’s account came to Guardian by way of an authorized dealer of Guardian known as ***** Alarm. As such, all aspects of Ms. **********’s sales transaction took place directly with ***** Alarm. In order to establish a Guardian account for Ms. ********** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***** Alarm. All such required paperwork was provided thereby facilitating activation of Ms. **********’s services and subsequent billings. Please note that ***** Alarm is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** Alarm. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** Alarm, including security evaluations, sales processes, installation practices or any other aspects of ***** Alarm’s business. All authorized dealers, including ***** Alarm, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Given that the nature of Ms. **********’s concerns relate to the sales transaction which took place directly with ***** Alarm, Guardian notified ***** Alarm without delay and provided them with a copy of the complaint. Guardian understands that ***** Alarm immediately contacted Ms. ********** and agreed to provide a refund to Ms. ********** in the amount of $90. Ms. ********** has expressed her complete satisfaction with this resolution.  

 

Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. *****.  

 

Sincerely, 

 

**** ** ******, Manager 

Dealer Division  

 

Consumer Response:

This is inaccurate information provided to Guardian.  I NEVER AGREED TO ANYTHING WITH ***** ALARM, THAT IS A FALSIFICATION.  ***** Alarm, *** *****,  verbally fought with us over the phone raising his voice and would NOT let us get a word in.  Then he called back LEAVING A VOICE MESSAGE that he was sending a $90.00 check.  We never agreed to anything, NEVER.  I have written and sent a letter to ***** Alarm with the voided $90.00 check.  If you would like to see my letter and a copy of the voided check I will gladly submit one to you.  If ***** Alarm responded to Guardian as such, then he lied.  Simple as that.

If the problem solely lies with ***** Alarm, then I will file a complaint against them; however, I want it known we have accepted nothing nor made any agreement with ***** Alarm that all is fine, because it most definitely is NOT.

This in itself is an indication of the ongoing problems we have experienced since contracting with ***** Alarm/Guardian.  The response from Guardian still does not clarify the billing problems.  Evidently that will not be resolved.

****** **********

 

Business Response:

Thank you for forwarding Ms. **********’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian immediately reached out to Ms. ********** to discuss her concerns directly. During that conversation, Guardian explained to Ms. ********** the breakdown of her monthly monitoring rate, which includes a $5 fee for VoiceLink intercom service and a $2 service charge for paper billing. Guardian apologizes to Ms. ********** for any confusion related to the monthly monitoring fees. 

 

In a genuine effort to bring swift resolution to Ms. **********’s concerns, ***** Alarm has agreed to waive the $2 invoice fee for all future billing statements. Additionally, Ms. ********** has requested the cancellation of the ********* service; the $5 fee associated with the ********* service has been cancelled accordingly. As an additional courtesy, a credit has been applied to Ms. **********’s account equal to one month of monitoring services. Ms. ********** has expressed her satisfaction with the billing explanation and the credit applied to her account. Ms. ********** has further expressed she no longer wishes to cancel her monitoring services.  Guardian is pleased to have assisted in facilitating resolution of Ms. **********’s concerns and that this matter has been resolved to her satisfaction. 

 

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

 

Sincerely, 

 

**** ** ******, Manager 

Dealer Division  

Consumer Response:

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

The individual, ***, has worked with me and has been very pleasant.  I do appreciate that very much.  Thank you.

 

Regards,

 ****** **********

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During a service agreement with Guardian Protection Services the local monitoring unit began to alarm and fail to communicate with the central security server. The continual beeping by the head unit was very distracting and interfered with activities of daily living that impacted personal, social and work life activities. Despite multiple phone calls to customer service and despite replacing all the batteries as directed the unit failed to communicate. Multiple calls to customer service supervisors failed to produce a technician to come to fix the problem. The regular beeping continued for nearly two months despite multiple phone calls to address the issue. Finally we were forced to disconnect the head unit so we could have uninterrupted sleep. The customer service department completely failed to resolve the issue despite "promises" to fix it. After 5 months of a lack of service I received a notice letter demanding payment in full of the contract for early termination. I advised them that they have violated the terms of the agreement in regard to their provision of a service as evidenced by the lack of monitoring for several months. Phone calls were received, not from customer service but from the billing department. At no point did customer service contact me to actually repair the issue. Over the past two months I have called and specifically requested a supervisor who could handle the issue. Instead of resolution I was passed multiple times through multiple "supervisors" of departments who stated they could not handle my issue and that all they could offer was to transfer me. Finally I came to speak with the customer service "specialist." She was reportedly able to handle my issue. She insisted that they now wanted to send someone out after 5 months of asking and that I was required to pay my full contract. They violated the agreement therefore the contract was terminated 4 months ago. Their threats lack contractual obligation as they failed to provide an agreed service.

Desired Settlement: Guardian Protection Services has failed to provide a service. Despite their failure of a stated contractual obligation they continue to threaten me with collections which will adversely impact my financial situation. I have two additional contracts with the company which I have paid faithfully despite the complete lack of service. Therefore I request that you assist in the termination of this contract without further financial obligation from me in any way from July of 2013 forward.

Business Response:

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

 

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

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wish to file complaint against Guardian Protection Services. In January 2011, I had
a unit installed in my home at ***** ******** ******** *****. Everything was going fine until last summer
when they started calling to tell me I had a low battery in the key pad. I had my son check this and he told
me there was no battery in the key pad. He talked with a tech at Guardian and he had him go to the
computer to see how to install this battery at which time he knew there was no such battery there. This
Meant I had gone 2 V i years with no battery. I was sent a bill for $40.00. I feel this is unfair as there
should have been a battery in it from the start. I agreed to pay $25.00 plus cost of the new batteries for a
man to come out and change out all of the batteries. I am 85 years old so it was impossible for me to do
this. The man came out here but did not bring a battery with him He went to
***** ***** to buy what he needed but they did not cany any of the batteries needed. Then they started
calling me to pay this. 1 told them I did not intend to pay. Then they started calling that I had a low battery
again. Last Tuesday, November 19,2013, the alarm kept going oflTfor no reason, I would call begging
them to do something about it. Finally a girl told me to unplug it from the wall or take the key pad cover
Off which I did after it ringing from 3:30am and did not stop until 9:00 am November 20. I have not heard
another word from them until this morning when the girl called about my past due balance of $85.00 which
is for another battery that doesn’t, work correctly.

Desired Settlement: I would appreciate someone looking into this complaint, th ey have never missed their bank withdrawal of
$48.70 due the 1st of each month.

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

 

Ms. ******’s letter expresses concern regarding issues with the billing of her Guardian account. Upon receipt of your letter, Guardian contacted Ms. ****** and waived the balance due on her account. Guardian also applied a credit equal to one month of monitoring services. Ms. ****** has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. ****** for any confusion or inconvenience.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Problems with Product/Service
12/20/2013 Problems with Product/Service
12/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Failure to switch security alarm system over to new owners as agreed at the closing of our house. I have documented all calls and the signed real estate addnedum was okayed by **** ******, Supervisor for Guardian on 10/15/13 (copy of this addendum is available upon request). I was also told on 10/15/13 by **** ****** that he would cancel when he received the cancellation notice which we emailed back to him (E-faxed signed, sent back to him and copy available). I called Guardian on 10/18/13 at 3:20 p.m. and talked to ***** and was told service was cancelled on 10/18/13 and that he would contact **** *********, real estage agent, to get new buyer's phone number and info. I was told by Guardian that they have agents who speak Spanish, since the new owner is Spanish. I asked ***** to call me back and let me know what they found out; he said they would do so, but never did. I called Guardian on 11/1/13 at 10:15 a.m. and spoke to **********. I was once again told he would contact **** ********* for info in getting in touch with new owner. He said he would get back with me, but never did. I received a call on 11/19/13 that our account was past due and that we owed 2 payments. I called at 12:30 p.m and spoke with *******. I explained that they were supposed to have contacted the new owner as **** ****** and **** ********* had already worked out. I have the signed addendum by both parties. I was told they called **** and received the new owner's number and they would send a Spanish-speaking agent on 11/20/13 to talk to the new owner and switch everything over. We have since received another past due statement stating that late fees would be attached if not paid. If they are going to deal honestly in this matter, they would have to honor what **** ****** agreed upon on 10/15/13. We have always made payments before time as their records will show and now they are threatening my credit ratings. All this delay was on Guardian's part. I did everything I possibly could. Thanks!***** ****

Desired Settlement: Have the new owner pick up the payments like it was supposed to have been done. We should not be responsible for the payments after the closing. They should delete this past due notice. They are saying as long as it's in my name that I'm responsible. What else could I have done?Place of service: *** ***** **** *********** ** ****** ******** ******** *********

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address any customer question or concern.

 

Prior to receipt of your letter, Guardian spoke with the new homeowners on November 23, 2013. During that conversation, a service appointment was scheduled for November 30, 2013 at which time monitoring services were activated and transferred into the name of the new homeowner. 

 

Guardian spoke with Mr. **** and confirmed the above information. Mr. and Ms. ****’s balance has been waived and their account has been cancelled. Mr. **** has expressed his satisfaction with this resolution.  Guardian apologizes to Mr. and Ms. **** for any confusion or inconvenience. 

 

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

 

Sincerely,

 

******** *******, Director

Account Management Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2008 I took a contract with Guardian protect services, The person who sold the product give me a contract for 5yrs. However before I signed the contact I asked the person who came to fit the alarm to give 3yrs other wise it's ok I don't want the system. He called head office and they told him to cross out the 5yrs and put 3yrs on the contract and he initial the change as conveyed to him by head office. I fitter worked at that company for 12yrs at that time. Now when i wanted to move in 2010 I told them that I will pay them for the remaining 1 yr because they don't service the new area. They said no I owe them 3yrs not 1yr monies. I send them proof that their employee signed the contract { on their behalf} but they denied it. So i continue to pay the monthly fee until a new couple move into the property which does not belong to me. So i called guardian and told them that thier were people in the property who want the system because of the area.Guardian said that I must send a letter "Stating that the new renters are willing to take over the system with their signature." So we did that and the owners spoke to Guardian they "said all was fine" Therefore the new people living in the property started to pay the monthly fee.Now i am in collection because they never change over the system to the new tenants.Joseph Mann is their collectors. "They say to me I have no written proof that guardian said this to me"; and that I am responsible because the people was paying the bill under my name" . However which person in their right sense will pay for an alarm system where they do not live when the other party agree to take responsibility for it.This company has already deceived me once into taking the contract for 5yr when they change it for 3yrs. now they want me to pay for someone else responsibility. If they never change the system after having said they received the fax letter, is not my fault.However, is not a lot of people that will accept the truth and also tell it,, for want of a better word.

Desired Settlement: I would like Guardian protect to request ****** **** to take my name and debt off the collection site.and pursue the debt from those who sent and sign the transfer of alarm system into their name.

Business Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Ms. ******’s complaint and resolve any confusion or concern.    

 

Guardian’s records indicate Ms. ******’s initial transaction with Guardian occurred on July 8, 2008, at which time she executed a Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. ****** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Ms. ****** also executed the Agreement by affixing her signature at the bottom of the form.

 

On May 20, 2010, Ms. ****** advised Guardian she was moving from the residence and that her landlord, ****** *****, was considering taking over the service. Ms. ****** provided Guardian with contact information for Mr. *****. Guardian made several attempts to contact Mr. ***** with no success.

 

On August 11, 2010, Ms. ****** informed Guardian that she wished to relocate service to her new home in Georgia. Guardian’s representative informed Ms. ****** that a basic system could be installed in her new residence in exchange for a new 36-month Agreement and a relocation fee of $195. Ms. ****** indicated she would contact Guardian when she moved into the home.

 

On August 31, 2010, Ms. ****** contacted Guardian and advised she no longer wished to relocate services to Georgia. Ms. ****** indicated her husband remained in the monitored site and requested that her account be placed in his name. Guardian’s representative informed Ms. ****** that written confirmation of her request to change the name on the account must be provided prior to Guardian processing her request.  Guardian did not receive such written confirmation and made several attempts to contact Ms. ******, Mr. ****** and Mr. ***** to follow up. Guardian did speak with Mr. ****** on January 11, 2011 after which Guardian was able to update the billing address on the account.

 

No further concerns were expressed by Ms. ****** until September 13, 2012 at which time Mr. ***** requested that account invoices be forwarded to his address. Guardian contacted Ms. ****** to confirm Mr. *****’ request. Ms. ****** indicated she no longer wished for monitoring services and requested the cancellation of her account. Guardian’s representative informed Ms. ****** that she remained under the initial term of her Agreement. Ms. ****** indicated Ms. ***** would be handling all aspects of her account and requested no further contact from Guardian.

 

No further communications were received from Ms. ****** until Guardian’s receipt of the subject complaint one year later.

 

While Guardian maintains its legal right to pursue full payment of the account, in this instance Guardian will accommodate Ms. ******’s request to cancel her account without further payment. Guardian has spoken with Ms. ****** and confirmed her satisfaction with this resolution.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Division

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with Guardian for an alarm system and monitoring. I sold the home in July and I contacted Guardian to stop service since I had sold the house. I also informed them that I was moving into an apartment while I was waiting for my new house to be built. I asked them if I would they could move the system to my new house once I moved in and they said that they never move a system once it is in. I then asked if I transferred service to my new house if I would have to pay for a new alarm system and the lady said that she did not know and she would have someone contact me and she sent me a form I needed to complete to have my service stopped. I completed the form and returned it and on the form I told them that the new home owners were interested in service. Guardian continued to take auto withdrawals from my account for monthly service (which they were not providing)In early September I called and asked they were still withdrawing money from my account when they were not providing me with service (at this point I was still in the apartment waiting for my new house to be built.) They said that stopping monitoring did not stop the billing and I would have to talk to the Co. that sold me the system and I asked for that number...they said they didn't have a customer number for it but they would call them and have them call me. I moved into my new house a month later and still had not heard from anyone. I signed up with a new alarm company since Guardian would not call me or provide me with service. I cancelled the auto pays to Guardian and then FINALLY someone calls me and tells me that I will have to pay the 55/month for the remainder of the 5 year contract, which is around 3,000. Had they ever contacted me I would have had the service transferred to my new address but they continued to ignore me. Or had they contacted the new owners, they were willing to take over the agreement, but no one ever did.

Desired Settlement: I would just like them to let me out of the contract and not try and make me pay them money for monitoring service that they are not providing, but could have if they had cared to contact me after any of the 3 times I tried to work this out with them.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to address Ms. *****’s concerns.   

 

Ms. *****’s account came to Guardian by way of an Authorized Dealer known as *** ********, LLC (“***”) whereby all aspects of Ms. *****’s sales transaction took place directly between *** and Ms. *****. *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

 

Our records indicate that Ms. ***** contacted Guardian to advise she was moving from the premises. Guardian relayed that information to *** who contacted Ms. ***** and provided options to her to assist her in fulfilling her obligation under the terms of her agreement with ***. *** explained to Ms. ***** that services could be transferred to her new residence or that the new homeowners could activate services which would relieve her from further obligation. Ms. ***** also had the option to remit an early termination fee to cancel the account immediately. Ms. ***** informed *** that the new homeowners may wish to activate services and *** requested that Ms. ***** either provide the contact information for the new homeowners or that Ms. ***** ask the new homeowners to contact *** directly. Ms. ***** acknowledged her understanding of the options presented by ***.  Neither *** nor Guardian received further contact from Ms. ***** until receipt of the subject complaint.

 

Please note that Guardian is the 24-hour security monitoring service provider for *** and Ms. *****. As such, Guardian does not possess the authority to terminate Ms. *****’s agreement with ***. Guardian has advised *** of Ms. *****’s complaint and desire to cancel her agreement with their firm. Guardian has been informed that *** has made several attempts to contact Ms. ***** to discuss the contents of her letter but *** has been unable to reach her as of this date. 

 

Based on the information revealed during the review of Ms. *****’s account, *** is respectfully unwilling to release Ms. ***** from obligation under the terms of her Agreement. *** remains willing to assist Ms. ***** by transferring service to her new residence or by activating services under the new homeowners should they so desire. *** will also accept payment of an early termination fee to cancel Ms. *****’s account immediately. *** is a premier service provider and Guardian is confident *** will address Ms. *****’s concerns in a timely and reasonable manner. Ms. ***** may contact *** directly at:

 

*** ********* *** *** ** ********** ******* ***** ** ***** ********** ************** 

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for informing Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

Consumer Response:

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

I requested to stop service in July and informed Guarduan of my move at that point. Guardian said they would inform *** and someone would call me to discuss my options. No one ever called. I informed Guardian at that point in writing and verbally that the new home owner had expressed interest in taking over the contract. They wanted Guardian or *** to contact them. No one ever did. I called Guardian in Early September to ask why I was still paying for service they were not providing and they said I would have to talk to ***. I asked for the phone number for *** and was told they didn't know the phone number that customers could call but that they would contact them and have them call me. Once again nobody called me. It wasn't until mid October that *** finally called me and that was only because I cancelled the auto payments.

I stopped to service in July. At that point I requested info on transferring service and NOBODY contacted me. Had someone contacted me in July, August, September or early October I would have transferred service, but no one did. Had anyone contacted the new owner then they would have taken over the contract. Again, no one did so they signed up with *** because they DID contact them. 

*** is not offering me an early termination fee option. They want me to pay the remainder of the monthly fees for the remainder of the contract. That is NOT an early termination fee. That's paying them for something they are not doing. 

*** is in breach of the contract due to their failure to provide me with service

In regards to the claim that *** has made numerous attempts to contact me I would like to know how. I do not have any voicemails or emails from them. I would prefer that all communications be through email. 

I understand that *** is the party that I have a contract with, but Guardian is the one billing me, therefore I will add *** to my complaint but I will not drop Guarduan from it. 

If *** does not release me from this contract I am ready and willing to take them to court. Ther are case precedences on this issue in California and I believe I have a strong case as does the attorney I have consulted with. 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not have and never had a contract with you. My ex-wife had a contract that expired this 10/2013. I requested you discontinue the security service. You refused to do so. I sent you the deed to my home showing she has no claim on the home. You said you had renewed her contract on your own and only she can stop the service.You are connected to my home against my will! I never had a contract with you or any agreement to allow you to continue to bug my home. I have contacted your representatives several time and they refuse to disconnect from my home!I have written to you explaining the risk you are creating by refusing to disconnect and to stop the billing. I have ask to talk to your legal staff without result. I demand you disconnect from my home and stop placing me at risk of harm!

Desired Settlement: The service needs to disconnect from my home so Guardian does not receive an alarm when the alarm in my home goes off!The billings need to stop being sent to my home as I have no contact with my ex-wife and have no idea where she is located. I am sure you can find a way to contact her!I need you to not place me at risk by harming my ex-wife's credit in any way.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. *****’ complaint.  Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.  

 

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. As a result, the parties have reached a mutually agreeable resolution to Mr. *****’ concerns to which he has expressed his complete satisfaction. Guardian apologizes to Mr. ***** for any confusion or inconvenience.

 

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

 

Sincerely,

 

**** ***** Manager

Customer Service Department

Consumer Response:

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

 

Regards,

****** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman conned my wife into thinking she was getting a free security system. My wife does not speak english well. We are now moving back to Colombia, South America. The people moving into the house are not interested in using this system nor can they afford too. Guardian is telling me I have to pay an early termination fee of $2808.47 which is the remainder of my supposed contract. I never would have signed a 5 year contract for anything and now they want to punish me further by charging these ridiculous fees.

Desired Settlement: I should not have to pay such exorbitant fees just to move out of the country. Guardian is being unfair and ridiculous. There should be no fees for having to move unexpectedly to an area where the service is not offered.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I supposedly won the equipment free and installation free for this home security system. The man who called to notify me that I won wanted me to agree to a next day installation. I said that I wasn't ready to make that decision that quickly. He said that I do have 6 months from the time of installation to be released out of the contract without penalty. So I agreed to try it. Next day the installers came. I verified the 6 month trial period to be released without penalty. They said yes. After installation they did a good job of explaining how the system worked and made sure I was comfortable with it. Then came the contract. They said this is basically what we've been over already, the $54.99 a month monitoring fee, and service calls would incur a fee. So, being an honest person and assuming this was an honest company too, I signed the contract. I acknowledge the fact that I did sign the contract. But had they been honest with me and told me I only had 3 days for a trial period, I would have never signed up. I had no plans of fulfilling the 60 month contract of $54.99/mo if I could get out of it without penalty within 6 months. There's no way we can afford it for that long. I've got a wife and 4 kids and we only bring home in the low $30,000/yr income. And to top it all off, the equipment wasn't even fully functional within the 3 day trial period! On 11/22/13 will be the 6 month point so I want this settled by then if at all possible.

Desired Settlement: Options: #1. Be released from the contract as I was told by the company before I signed up. #2. I'm willing to negotiate if Guardian Protection Service will negotiate. A significant reduced monthly monitoring fee may be acceptable. If option #1 is chosen I will carefully remove the system and pay the insured shipping to return the equipment.

Business Response:

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

 

While Mr. *******’ complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of ******** *****, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. *******’ account is among those for which Guardian provides these services. Mr. *******’ sales transaction, system installation and system activation process took place directly between ******** ***** and Mr. *******; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. *******’ contractual arrangement is with ******** *****, not Guardian. Guardian is simply an agent for ******** ***** to provide services for ******** ***** customers as described above. 

 

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

 

Upon receipt of Mr. *******’ complaint, Guardian contacted ******** ***** and provided a copy of same in an attempt to facilitate resolution. Upon learning of Mr. *******’ concerns, ******** ***** authorized a reduction to Mr. *******’ monthly monitoring rate. Mr. ******* has expressed his satisfaction with this resolution.

 

Thank you for allowing Guardian the opportunity to respond to Mr. *******’ complaint.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

**** ***** Manager

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife, ******* *****, signed a One Year contract with Guardian Protection Services and they are now claiming that it was a Five Year contract. We are questioning the authenticity of the company and we are claiming fraud because the signature is a copy and paste of all capital letters and my wife did not sign her name that way-she signed it in cursive writing. They will not let us get out of the contract without paying the full amount for 5 years, which we never agreed upon in the contract we signed. They manipulated the contract to say what they wanted it to say and we have read reviews of several others who have had the exact same problem. This is a big deal, not a small issue.

Desired Settlement: There should be way to get out of the contract without paying 5 years worth of service. We want to resolve this outside of courts but if necessary, we will have to bring a lawyer in to the picture to resolve this.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. ******* complaint. Guardian values the opportunity to provide response and assist in facilitating resolution.

 

For background, please note that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Mr. ******’s account is among those for which Guardian provides these services. Mr. ******’s sales transaction, system installation and system activation process took place directly between ********** ****** and Mr. ******; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. ******’s contractual arrangement is with ********** ******, not Guardian. Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above. 

 

Additionally, please note that ********** ****** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of ********** ******, including security evaluations, sales processes, installation practices or any other aspects of ********** ******’s business. All authorized dealers, including ********** ******, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities. 

 

Upon receipt of Mr. *****’s complaint, Guardian contacted ********** ****** and provided a copy of same in an attempt to facilitate resolution. ********** ****** reiterated that Mr. and Mrs. ****** knowingly and willfully entered into the Monitoring Agreement (“Agreement”) with their firm on September 11, 2012 and referenced the front side of the Agreement which designates the following: “The initial term for service will begin on September 11, 2012 and will end on September 10, 2017”. ********** ****** also pointed out that the reverse side of Mr. ******’s Agreement designates provisions and fees related to early termination of the Agreement prior to the end of its initial term. ********** ****** informed Guardian that a copy of the Agreement was provided to Mr. and Mrs. ****** immediately upon their engagement of services and that Mr. and Mrs. ****** acknowledged their right to review the transaction and terminate the Agreement within three business days with no further obligation had they desired to do so. Because the ******s did not exercise the termination of the Agreement, ********** ****** incurred expenses to fulfill its obligations as set forth in the Agreement.  

 

Mr. ****** has expressed concern related to the authenticity of the electronic signature found on his Agreement with ********** ****** in that the signature appears on the Agreement in capital letters and not in cursive writing. Guardian has relayed this concern to ********** ****** who has confirmed that Mr. and Mrs. ****** viewed and executed the document electronically.  As such, it would not appear as an exact signature replica on the final document. On behalf of ********** ******, Guardian apologizes for any confusion.

 

Upon learning of Mr. ******’s concerns, ********** ****** authorized a 12-month reduction of the initial term of the ******s’ Agreement. ********** ****** also authorized a credit to the ******s’ account equal to one month of monitoring services. Mr. ****** has expressed his satisfaction with this resolution.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had Guardian installed last year and had no real issues until I moved. We were considering moving so I asked the sales rep what impact that would have on us. He said that we got 1 free move so do not worry about it. Once we were in our new home we were told the free move was only for a base package but since we were an existing client they would give us a great deal on what we needed (4 doors 6 windows and a motion detector), she quoted us just over $200 IF we would sign a 5 year contract. I looked at their website and saw this ***************************************************** , exactly what we need for $99 and a 3 year contract. They also did not want to send out anyone to our home for a new needs evaluation even though they insisted on it when I was not a client. I also caught the person I was talking with (******** ###-###-#### ex *****) in what seemed to me to be inaccurate statements about other items(she said our 6 month old system was "outdated" so we should leave it behind but later told me that was part of the reason I needed to pay for a new install etc....)

Desired Settlement: I want the move FREE as I was told, if they want to stick to the letter of the contact they should at least offer "valuable existing clients" a better deal than what they are advertising. If I was thinking about becoming a client of Guardian I would read over their contract with a fine tooth comb, especially if you are considering moving.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and address any customer question or concern.

 

Our records indicate that Mr. *******’ original transaction with Guardian occurred on October 17, 2012 at which time Mr. ******* executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term of Guardian’s standard monitoring Agreement is sixty (60) months, however at the time of sale the term was amended to thirty-six (36) months at Mr. *******’ request. Mr. ******* provided his written acknowledgement of the agreed-upon term by affixing his initials beside the separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Mr. ******* also executed the Agreement by affixing his signature at the bottom of the form.

 

Mr. ******* was also provided three full business days following the sales transaction to review his transaction paperwork and cancel it with no further obligation had he desired.  This fact is evidenced by the “Notice of Cancellation” form, which also bears Mr. *******’ signature.  Mr. ******* did not cancel the transaction and Guardian proceeded to fulfill its obligations and incurred significant expenses to do so, which are recouped over the initial term of the Agreement period. 

 

On August 12, 2013, Mr. ******* informed Guardian that he planned to move to a new residence. Mr. ******* expressed that he was interested in relocating services and wished for an onsite evaluation of his new home. Guardian made seven (7) attempts to contact Mr. ******* to schedule the onsite evaluation however was unable to reach him until October 14, 2013.

 

An onsite evaluation was scheduled for and conducted on November 5, 2013 after which a recommendation was made based on the security needs in Mr. *******’ new home. Subsequent to the evaluation, Guardian offered to provide and install:

 

1.      1 basic security package ---                   No Charge

·         1 alarm control panel

·         1 stand-by battery

·         1 AC power 1 transformer

·         1 control keypad

·         1 motion detector sensor

·         3 door/window contact sensors

2.      1 additional door contact ---                   No Charge

3.      2 additional window contacts ---            No Charge

4.      4 additional window contacts ---            $15/each

 

Guardian offered to provide and install the above equipment in exchange for a $199 installation fee and execution of a new 60-month monitoring Agreement. Mr. ******* expressed dissatisfaction with the costs associated to provide and install the new security system and further expressed that he was promised a free relocation by his original Guardian sales consultant. Guardian’s representative explained to Mr. ******* that the free relocation covers the basic security package only and that his security needs exceed the equipment provided in the base package. Guardian’s representative further explained that Guardian made a significant investment by providing and installing security equipment in Mr. *******’ previous home with the intention to recover that investment over the 36-month term of his Agreement. Guardian has not been provided the opportunity to recover that investment which is why a minimal installation fee is required to relocate Mr. *******’ system. Guardian received the subject complaint shortly thereafter.

 

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss his concerns directly. As a result, Guardian has agreed to provide and install the above listed equipment in exchange for payment of $120 and a new 60-month agreement.  Upon activation of services, Guardian will apply a credit equal to 4 months of monitoring services. Mr. ******* has expressed his satisfaction with this resolution.

 

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

******** *******, Director

Account Management Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently purchased a model home at **** ******* ***** **** ***** *******.The builder had used Guardian when it was a model home, but we do not desire the service.3 times a day, the master control unit start beeping 4 times every couple of minutes. It can only be stopped if we manually reset the unit. According to the company, there is no way to stop the beeping and they refuse to service the unit.This is a complete rip off in order to force us to use their service.

Desired Settlement: Remove all their equipment from our home so the beeping stops.

Business Response:

Thank you for forwarding Mr. *******’ complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.  

 

For background, please note that Mr. ******* recently purchased a residence which was previously utilized by a home builder as a model home. Because Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for said home builder, Mr. ******s’ residence was equipped with a number of low-voltage upgrades including a home security system. Subsequent to his purchase of the residence, our records indicate Mr. ******* contacted Guardian for assistance with audible alerts which were emanating from the security system. A Guardian representative assisted Mr. ******* by providing instructions on how to permanently power down the security system to prevent any further audible alerts. Guardian also offered to send a technician at its customary service rates for onsite technical assistance and /or to activate monitoring services. Mr. ******* declined to activate services in his name, however accepted Guardian’s offer to provide on-site service assistance. A Guardian representative reached out to Mr. ******* to schedule onsite service and left a voicemail message for him. Mr. ******* did not contact Guardian in response to the message.  As such, Guardian concluded that Mr. ******* he had taken the steps provided to permanently power down the system. 

 

Upon receipt of your letter, Guardian contacted Mr. ******* in an effort to assist him. During that conversation, Mr. ******* informed Guardian that an electrician had assisted him in silencing the security system and that Guardian’s assistance was no longer needed. Guardian apologizes to Mr. ******* for any inconvenience or confusion.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with Guardian Security Systems for over 6 months trying to cancel services. The reason we started the cancellation process was because their service technician lied about coming to the house for the service, and the system was never repaired. When we first started the process, they said someone else would contact us and send us more paper work to file to cancel. Well, no one called and no papers came. In June, the direct deposit was debited back into our account, and we thought services had been finally cancelled. Then in August, we got a notice saying that we were 3 months behind on payment. When I called to cancel services again, the woman I spoke with told me that it would be near $1200 to cancel our contract. Being that we cannot afford to cancel at that rate, we asked, yet again, for a service tech to come out to fix the system. The company gives a 5 hour time frame for the tech to show up. The tech did not show up until 2 1/2 hours after the initial 5 hour time frame. We thought he had fixed the problem, but several mornings later, ******* County Sheriff called because our alarm system was going off. No one broke into our home, but our system is still broken. So, when I called Guardian, they said they would send a second technician out. This technician did not even call until after the 5 hour time frame to say he would be at least an hour later. Being that we had already waited from 12-5 for him to come, we could not wait another hour for him to show up, so we had to schedule another time for the technician to come. We were yet again given a 5 hour time slot to wait. I just received a call from the company that they are extending the time slot. The technician will not be here until 5-7. I have never dealt with a company so unprofessional and with such poor customer service. I would not want anyone to trust this security system.The reason we got the system was to feel safe and secure in our home. The alarm system does not work and we don't feel safe using it.

Desired Settlement: We want to cancel our services with Guardian without paying the cancellation fees. The contract that we signed was for a working alarm system. Our alarm system has not been working since May.

Business Response:

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

 

While Ms. ****’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of Security Force, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Ms. ****’s account is among those for which Guardian provides these services.    

 

Ms. **** expressed in her complaint that upon experiencing issues with her security system and scheduling on-site service through Guardian, the service experience did not meet expectations. ******** ***** is listed as the servicing company for Ms. ****’s account whereby all on-site service requests were immediately communicated to ******** ***** to schedule the service call directly with Ms. ****. ******** ***** is a well-respected firm with a solid track record of customer service excellence. Upon communicating Ms. ****’s dissatisfaction to ******** *****, ******** ***** scheduled another service visit, at no charge, and authorized a credit to her account equal to five (5) months of monitoring service for her inconvenience.

 

Guardian’s records indicate that the ******** ***** technician performed the service on November 6, 2013 whereby certain devices were replaced. Before departing the site, the technician fully tested Ms. ****’s system; all test signals were received in Guardian’s Central Monitoring Station indicating proper operation. Ms. **** has since expressed her complete satisfaction with the steps taken to address her concerns. 

 

Thank you for allowing Guardian the opportunity to respond to Ms. ****’s complaint.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2013 Billing/Collection Issues
11/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contracted service with Guardian and have nothing but trouble with intermittent service, broken keypads, glass breakage alarms that go off for no reason, and and alarm that will not turn off. Also, it usually takes 11 or so days for them to service after I place a service call. In there interim, we have no alarm service. We have been paying them but they are not giving us monitored alarm service because the equipment is broken. They breached their end of the contract by not providing us with monitored alarm service and working equipment. Although there have been problems all during the duration of the service (over 1 year), the worst started in about 3/2013 and have continued until now. The worst thing that happened was in October, 2013, the keypad malfunctioned and I could not get the alarm to turn OFF. I contacted customer service and was told some things to do, but still cold not get the alarm shut off until I turned off the electricity. Then was told it would be about 11 days (again) before they could get someone out to look at the alarm. This means I AGAIN have no alarm service. BUT Guardian expected me to continue to pay them even though we have no service AGAIN! I am done with this company and just want out of this contract and a refund for a service call and the last 3 months of no service.

Desired Settlement: 1. We would like a refund for the last 90 days in which we have had almost no service due to broken equipment as well as a refund for a service call that consisted of a service representative telling us that "we probably needed to change out all the batteries". The refund would equal $145.00.2. To discontinue our contract with Guardian.

Business Response: Thank you for forwarding Ms. ********’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to Ms. ********’ concerns.

 

Prior to receipt of your letter, Guardian spoke with Ms. ******** on November 1, 2013 at which time Ms. ******** expressed dissatisfaction that the keypads were not operating properly. In an earnest effort to assist Ms. ********, Guardian’s representative offered to schedule onsite service to replace both the wireless keypad and main keypad at no cost to Ms. ********. Ms. ******** accepted Guardian’s offer and onsite service has been scheduled for November 14, 2013. As a further gesture of good faith, Guardian’s representative applied a credit to Ms. ********’ account equal to 2 months of monitoring service and waived the charges associated with the service appointment conducted on August 13, 2013.  

 

Upon receipt of Ms. ********’ complaint, Guardian reached out Ms. ******** and confirmed her satisfaction with the above resolution. Guardian will continue to work closely with Ms. ******** to ensure that all issues are addressed and corrected at the service appointment scheduled for November 14th. Guardian apologizes to Ms. ******** for any inconvenience and values the opportunity to maintain Ms. ******** as a valued customer.

 

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

 

Sincerely,

 

**** ****, Manager                                                                        

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In August of this year we purchased an upgrade to our home security system. This would allow my husband and I to receive notifications from the security system to our Smartphones. When the technician finished my husband was still not receiving notifications to his phone. The technician had been at our home for so long that my husband said that he would get on the computer to try to get it to work to no avail. Later on that evening we also realized that the tech had not connected the panel in the bedroom and we were not able to secure our home. We called the Guardian office and were told that someone would contact us in the morning. I called them first thing the next morning and spoke with a supervisor and informed him that the panel in the bedroom was not connected and that the tech was not able to get my husband's cell phone to receive notifications from the new system. He sent the same guy back out to our home later that day. Once the gentleman tried to connect the panel in the bedroom to the new system and did a system test, he realized that our basement door had not been connected at all. All of the equipment was on the door as if it was connected and we had been paying for it to be connected/monitored only to find out that for several years this door had not been hooked up properly. We would have never known it had we not requested the upgrade to the system. I called and informed Guardian about the situation and they told me that they did not know about it because the tech had not put that information on his sheet. However; they gave us two months credit for yrs of partial coverage. On Saturday, October 12, 2013 I accidently set the alarm off. I received a notification to my cell phone, however; my husband did not. I never received a call from Guardian so I called them. They said that If I disarmed the system before 30 seconds they wouldn't receive an alarm from my home. I was not really satisfied with that answer so I made up my mind that I would call Customer Service on Monday.

Desired Settlement: We nolonger want this new system as Guardian has been out to our home twice for hours at a time to try and get this thing to work to no avail.

Business Response:

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

 

Ms. ********’s letter indicates she has experienced ongoing issues with her security system since upgrading her equipment in August 2013 and she requests the cancellation of her account as a result. Upon receipt of your letter, Guardian contacted Ms. ******** to discuss her concerns directly. During that conversation, Guardian offered to send a technician at no cost to Ms. ******** to inspect the entire system and make any necessary repairs thereto. Guardian further offered to schedule the service appointment for an evening or weekend convenient to Ms. ********. Ms. ******** declined to schedule service and reiterated her request to cancel her account.

 

In light of Ms. ********’s unique circumstances, Guardian will honor her request and process the cancellation of her account. Upon cancellation, Guardian will no longer response to any signals received from Ms. ********’s residence. Additionally, the balance due on the account will be waived and Ms. ******** will receive no further billing statements from Guardian.    

 

On behalf of Guardian, I apologize to Ms. ******** for any inconvenience and/or frustration related to the above issues. Should Ms. ******** wish for security services in the future, it is my hope that she will contact Guardian and allow us the opportunity to re-earn her satisfaction and trust in the services we provide.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2013 Problems with Product/Service | Complaint Details Unavailable
11/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I want to file a complaint against Guardian Protection Services. Since we signed up with them about 8 months ago we have had nothing but terrible customer service and problems. We have called on several occasions because our system was not working as promised. It often took longer than a week before there was availability because they are only available for service 3 days a week and then they gave a 5 hour window of when they would come. On 2 occasions they came past this window, and on one occasions they did not show up at all. They continue to send us the same technician who is supposedly the guy the use for the tough jobs. This guy could not work his way out of a paper bag. We needed him to install a key pad door look on our garage door; he installed it with the key pad on the house side and the turn knob on the garage side which is essentially on the outside!!! Another time they sent him over, he essentially laughed at us for not being able to figure out a problem on our own, which he guaranteed was fixed once he left. This was a problem with gaining remote access to our thermostats. Not only was the problem not fixed, we are being charged additional monthly fees to have that service and this was summer in Phoenix. I believe that our monthly electric bill was several times higher than it might have been if the system had been working like promised. My husband called to file a complaint with the company. On Aug 16th he spoke with a supervisor, who was supposed to call him back with a resolution. It is not Oct 11 and he still has not received a call back. This was our fifth and the last attempt of trying to solve the same issue. Stay away from this company. They are nothing but headaches!

Desired Settlement: We want to be released from the contract immediately, without any penalties.

Business Response:

 

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

 

It is important to understand that Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Mr. ********’s account is among those for which Guardian provides these services. Mr. ********’s sales transaction, system installation and system activation process took place directly between ********** ****** and Mr. ********; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. ********’s contractual arrangement is with ********** ******, not Guardian.  Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above.  Additionally, please note that ********** ****** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of ********** ******, including security evaluations, sales processes, installation practices or any other aspects of ********** ******’s business. All authorized dealers, including ********** ******, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities. 

 

Upon receipt of Mr. ********’s complaint, Guardian contacted ********** ****** and provided a copy of same in an attempt to facilitate resolution.  ********** ****** informed Guardian they have spoken with Mr. ******** directly to address his concerns. ********** ****** has offered to send a technician at no charge to fully inspect the system and ensure all aspects to be functioning properly.  ********** ****** has further offered in good faith to reimburse Mr. ******** for the cost of the door lock, as well as the excessive electric bills, a total reimbursement sum of $500.  Regretfully, Mr. ******** has declined all offers presented by ********** ****** and has reiterated his request to cancel his account.

 

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

 

********** ******

*** ** ******** **** ****** ** ***** ******* ******* ***** ***** ********

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

 

Consumer Response:

Where do I start....

-I spoke to a person who is a District Manager. He was rude, interrupting me all the time. I all was like a sales pitch: "I understand what you are saying, but I don't care".
-Asked me to repeat all the issues that we had with them. When I asked why they don't have any notes, he started counting them one by one - there were 18!. Why did I have to answer the question then?
-He said that it is "stupid and crazy" not to accept his offer.
-He said that the complaint will be marked as solved and I won't get anything if I don't accept his offer because he knows much better how BBB works than I do.
-He was very condescending.
-He said that issue with thermostats not working is not for ********** ****** to fix, but the AC company who installed it. We have called and waited around for a technician from ********** ****** to come fix the thermostat problem, if it is a AC company problem why did they send someone from ********** ****** EACH TIME!. And why did they not tell us that the first time we called about the thermostats. This is just another example of them blaming it another company, Alarm.com, Guardian, Dispatch company.....
-He said that Z-Wave technology is new and not working well, yet they sold it to us. Again, it was Z-Wave's fault, not their.
-When I told him that we didn't get much help from his sales guy ****, he said that he is 10 levels up from ****. In 20+ employees company???
-Two times a supervisor from Guardian told us that issues will be solved but they didn't. ********** ****** failed 7-8 times and I was asked to give them all one more chance. My question is: Why should I? How many times is enough?
-Guardian's BBB response says that they ********** ****** is a reputable company. Their service, technicians and District Manager are proof that they are not even close.
-Supervisor **** from Guardian never called me back since August 16 at 5:30PM
-**** said that he will send a technician from a different company then ********** ****** and assured me that all other issues will be taken care of. Never heard back from him.
-Guardian's BBB response is directing us back to their sales partner ********** ****** to resolve the issue since it is their contract, but **** told me he can send a technician from another company to fix the issues. Who is lying here?
-This is a part of an email that was sent to me by the security system while on cooling schedule:
    ******* system: The Thermostat-Upstairs target temp changed to 118.0 F at 10:35 am on Friday, September 6 2013.
  That's how bad this all situation is.
-The agreement shows ********** ****** as an authorized dealer and the agreement is governed by Pennsylvania court. Guardian is located in Pennsylvania. ********** ****** operates in Arizona only and according to the contract is an "authorized dealer". Who does this contract belong to?

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

 

Business Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. ********’s additional comments. Guardian apologizes for any confusion related to the services provided by our firm to Mr. ********. The purpose of this letter is to assist to further clarify Guardian’s relationship to Mr. ******** and ********** ******. 

 

Mr. ********’s Monitoring Agreement dated January 23, 2013 is with ********** ******. Guardian is contracted by ********** ****** to provide 24-hour security monitoring, billing and customer assistance for ********** ****** customers, such as Mr. ********. Guardian’s 24-hour monitoring services are activated upon ********** ****** providing necessary information to Guardian, such as the customer’s agreement form with ********** ******, customer emergency contact information and the transmission of test signals during the system activation by ********** ****** to ensure the alarm system is properly reporting activity to Guardian.

 

In the event of Guardian’s receipt of an alarm or other type of signal from the customer’s security system, Guardian provides the appropriate response pursuant to security industry standards and/or direction from ********** ******. Guardian’s service agreement with ********** ****** also includes providing routine assistance to customers of ********** ******, such as assistance with using the system and/or providing instructional tips or troubleshooting if needed. 

 

Guardian apologizes that Mr. ********’s experience with ********** ****** did not meet his expectations. ********** ****** is a respected firm and takes the needs of customers very seriously.

 

Guardian’s records indicate Mr. ******** did speak with a Guardian supervisor (****) on August 15, 2013. Unfortunately, it does appear that **** neglected to follow up with Mr. ******** as he had promised. Guardian apologizes to Mr. ******** for the oversight and inconvenience.  Guardian’s investigation into this matter continues.  

 

Again, Guardian apologizes for any confusion and is hopeful this explanation assists in clarifying Guardian’s role in servicing customers of ********** ******.  Guardian is here to help any way we can and has advised ********** ****** of Mr. ********’s discontentment and requested their involvement. Guardian has also provided ********** ****** with a copy of Mr. ********’s most recent communication to your office. As a result, ********** ****** has authorized Guardian to accept Mr. ********’s request to cancel his account and remaining term of his agreement with ********** ******. Mr. ******** will receive no further billing statements from Guardian. I believe this should fully satisfy Mr. ********’s concerns.

 

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

 

Sincerely,

 

**** ****, Manager

Consumer Response:

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased alarm and monitoring system in September 2012 from Guardian Protection services with the expectations of buying a new home and moving alarm to new house. Salesman from Guardian said that was no problem it would be moved and installed at no charge. I recently tried to have system moved to new house and I am now being asked to pay for this service along with signing a new contract. Guardian said I had to sign a new 36 month contract and then emailed me a 60 month contract. A representative from Guardian told me I could move the system myself if I wanted and now that I have done that they told me I can't move the system myself. At this point I feel Guardian has robbed me more than the people that broke into my house!

Desired Settlement: I would like Guardian to either install system at no charge and keep my original contract and not have to sign extended contract like I was promised or void my contract and take their system back with no penalties

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address any customer question or concern.

 

Our records indicate that Mr. *****’s original transaction with Guardian occurred on October 4, 2012 at which time Mr. ***** executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as thirty-six (36) months.

 

On June 14, 2013, Mrs. ***** informed Guardian that they had sold the home and did not wish to transfer services to their new residence. In an effort to assist Mr. and Mrs. ***** in fulfilling the terms of their Agreement, Guardian’s representative offered to contact the new homeowner and inquire if they would be interested in taking over the security system which would relieve Mr. and Mrs. ***** from further obligation. Mrs. ***** provided Guardian with the contact information for the purchaser and Guardian did reach out to that individual as promised, however Guardian was informed by this individual that she had declined to move forward with the purchase of Mr. and Mrs. *****’s residence.  

 

On October 11, 2013, Guardian spoke with Mr. ***** and offered to install a basic security package in his new residence in exchange for execution of a new 36-month Agreement and with a $195 installation fee. Mr. ***** expressed dissatisfaction with the installation fee and in an effort to assist, Guardian offered to install a basic system in Mr.******* new residence in exchange for a new 48-month Agreement and a $100 installation fee.

 

On October 15, 2013, Guardian spoke with Mrs. ***** and in a good faith attempt to earn the satisfaction of Mr. and Mrs. *****, Guardian offered to install a basic system at no charge in exchange for a 36-month Agreement. Mr. and Mrs. ***** accepted Guardian’s offer. 

 

Upon receipt of your letter, Guardian contacted Mrs. ***** and confirmed that the above resolution completely satisfied all concerns. Guardian also clarified for Mrs. ***** that the new Agreement term is 36-months and not 60-months. Guardian apologizes to Mr. and Mrs. ***** for any confusion. 

 

Please note, Guardian has scheduled installation of the *****s’ new system to take place on October 21, 2013. Guardian greatly values Mr. and Mrs. ***** as customers and sincerely appreciates the opportunity to continue providing them with their 24-hour monitoring and security services.

 

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

 

Sincerely,

 

******** *******, Director

Account Management Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2013 Problems with Product/Service
11/1/2013 Advertising/Sales Issues
11/1/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I built a new home almost 2 years ago and was offered Guardian to monitor my home. I signed the contract and since I have lived in my home I have had nothing but issues with the alarm! I can never use it yet pay 48.00 a month for the service? It constantly beeps all the time and I am slowly losing my mind with the noise! I have complained to them many times and even stopped paying for 3 months to see if this would get resolved but nothing. I do not want to ruin my credit so I keep paying to be driven crazy by the beeps all night and all day! I would never, ever recommend this service to anyone. It is a waste of money let along you sanity. I give them an F-. I can't go on vacation because I cannot set my alarm? Why have it? What kind of company would do this to people? Very, very upset over this.

Desired Settlement: I would like this to function like the rest in my neighborhood. I have complained since the day I closed on my home. They come out and say it is a window and leave? Never fix a thing? I want a refund since I was never able to use the service or a total replacement with the noise to stop! Much more and I will be in an asylum! Oh when the power goes out they are great to call you when you're sleeping to let you know. Other than that, what good is it but to drive you insane? TY

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.

 

Mr. *******’s letter expresses concern regarding issues with security equipment in his home. Guardian has conducted a thorough review of Mr. *******’s account in response to his letter and offers the following information.

 

For background, please note that Mr. ******* originally met with Guardian in April 2011 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. ******* decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services.  In order to memorialize the specifics of his transaction with Guardian, Mr. ******* executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on April 28, 2011 for an initial term of sixty (60) months commencing from the date of the activation of services. 

 

Mrs. ******* contacted Guardian in March 2012 to request assistance in learning to use the security system. Guardian immediately dispatched a technician at no charge to provide a complete demonstration of the security system’s functionality to Mr. and Mrs. *******. During that service appointment, the *******s informed the technician that the keypad occasionally indicated an open window which prohibited the system from being properly armed. The technician inspected the Zone 19 and Zone 33 window sensors and found both to be properly installed. The technician also tested Zone 19 and Zone 33 and confirmed both to be properly communicating as evidenced by Guardian’s receipt of all test signals in its central monitoring station. 

 

On September 7, 2012, Mrs. ******* informed Guardian that the keypad was emitting an audible alert which indicated the date and time needed to be set. Guardian’s representative assisted Mrs. ******* in setting the correct date and time after which the audible alert ceased.

 

Shortly thereafter, Mrs. ******* contacted Guardian on September 26, 2012 and expressed that the Zone 33 window would not clear from the keypad. Guardian’s representative assisted Mrs. ******* with various troubleshooting techniques in an effort to resolve the issue.  After opening and closing the subject window, the alert was cleared from the keypad and the system was able to be properly armed. 

 

In March 2013, Guardian began receiving multiple trouble alerts from the *******s’ Zone 19 window sensor. Guardian immediately responded to each trouble alert by notifying the *******s via telephone of a potential issue. On March 28, 2013, Mr. ******* informed Guardian that he had self-resolved the issue with the Zone 19 sensor. 

 

Guardian continued to receive numerous trouble alerts from the *******s’ Zone 19 window sensor. Upon receipt of each trouble alert, Guardian notified the *******s via telephone of the signals received. Guardian provided notification to Mr. and/or Mrs. ******* of the potential issue on fourteen (14) occasions:  April 8, 2013, April 11, 2013, April 14, 2013, May 4, 2013, May 14, 2013, May 15, 2013, May 16, 2013, May 22, 2013, June 30, 2013, August 2, 2013, August 3, 2013, August 4, 2013, August 5, 2013 and August 8, 2013. On August 8, 2013, Mr. ******* informed Guardian that he was aware of the sensor trouble and further indicated he would replace the battery in the sensor.

 

On September 4, 2013, Mrs. ******* contacted Guardian to report a “beeping” sound coming from the system. After troubleshooting with Mrs. *******, Guardian’s representative determined the sounds were originating from independent smoke detectors installed in the home which were not associated with the Guardian security system.

 

On September 11, 2013, Guardian again began receiving multiple notifications from the Zone 19 window sensor.  Guardian notified the *******s of the trouble alerts on September 11, 2013, September 12, 2013, September 13, 2013, September 23, 2013, and September 25, 2013.  Mr. ******* informed Guardian on September 25, 2013 that he would change the battery in the sensor and asked that Guardian disregard all signals from that sensor until September 28, 2013.  Subsequently, Guardian continued to receive trouble alerts and to notify the *******s of the same. Guardian received the subject complaint shortly thereafter.

 

Upon receipt of your letter, Guardian made several attempts to reach Mr. ******* via telephone and email to discuss his concerns. Regretfully, Mr. ******* has declined to return any of the messages left for him by Guardian.

 

Respectfully, Guardian finds Mr. *******’s request for refund to be unwarranted at this time. Guardian has made numerous efforts to alert the *******s of a potential issue with their security system. Unfortunately, the *******s have declined to schedule onsite service to inspect and repair the system.     

 

Notwithstanding the above, it is Guardian’s sincere desire to resolve this matter to Mr. *******’s satisfaction. To that end, Guardian remains willing to schedule onsite service during normal business hours at no charge to Mr. ******* to inspect, fully test and make any necessary repairs to the system. While on site, the technician will provide Mr. and Mrs. ******* with a full demonstration of the system to ensure they are comfortable with all aspects of its use. 

 

Alternatively, should Mr. ******* wish to cancel his account and terminate his Agreement and remaining obligation, an option is available pursuant to payment of an early termination fee. The early termination fee is defined in Mr. *******’s Agreement as $1,513.10 ($1,465.00 Deferred Payment Amount + $48.10 current balance).  Upon receipt of payment of $1,513.10, Guardian will terminate Mr. *******’s account and all obligation under the Agreement will end.

 

Thank you for the opportunity to respond to Mr. *******’s concerns.  Guardian is hopeful this response has assisted in clarifying this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ***** Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My system had been installed in my house back in April 2013. Since the install, even as the installer was trying to demonstrate the day of installation, the system has not functioned properly. The problem is cell service in the area, where i keep getting an alert saying that Guardian cannot connect to the system. I have had Guardian out several times to fix the problem, and i still receive the same signal time to time. I have had nothing but problems with connectivity since the install, and problems with the equipment, and every time Guardian comes out to fix the alarm, they don't have the parts. The system constantly beeps throughout the night, and then calling all my contacts early in the morning. This has been one of the most horrible experiences EVER with anything i have bought. They repeatedly come out to fix equipment, and never have the right equipment, and make you wait several weeks up to a month to fix the same problems. Every time i have to take off from work half a day, only for them to say you need this, but i don't have the parts to fix it, i will have to order it. And if you don't keep calling and remind them constantly, they never call you to come fix the problem. I am really considering a class action lawsuit against the company, for their fraudulent practices, not fulfilling the end of the contract, etc, etc, etc! Look at the complaints against them, they are identical amongst all their customers. Day 1- Installer shows up, asked to wear a coat...he forgot his, spent almost 11 hours to install system, damaged aluminum sill on window, as the camera he just installed, fell off the house,blew out breakers running a metal fish wire thru the wall, system couldn't connect during the demo, the installer stated i needed an ***T cell card, he never advised guardian, i had to call them. The were called and told what they needed, tech showed up without the right part, came out again with the wrong one, had to come back out. Guardian needs an "F" rating!!!

Desired Settlement: I would like to get out of my contract, and have Guardian come remove the junk they sold me, and the same junk they have failed to upkeep, and repair, or even provide!!

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and assist in facilitating resolution to Mr. *******’s concerns.

 

Mr. *******’s letter expresses concern regarding repeated service appointments and malfunctioning equipment and Mr. ******* has requested the cancellation of his account as a result. Prior to receipt of your letter, Guardian had spoken with Mr. ******* and scheduled onsite service to take place on October 3, 2013 between the hours of 12:00pm and 5:00pm. Unfortunately, Guardian’s technician arrived for the appointment at 4:45pm on October 3rd and was informed by Mrs. ******* that the appointment would need to be rescheduled as she needed to leave the premises. 

 

Guardian sincerely apologizes to Mr. ******* for any inconvenience related to his most recent service appointment. Guardian has left several voicemail messages for Mr. ******* in an attempt to reschedule the appointment at his convenience. Guardian would be pleased to schedule the service appointment for an evening or Saturday in an effort to accommodate Mr. *******’s work schedule. Mr. ******* may contact me directly at the telephone number below to discuss his account and/or schedule a technician. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Mr. *******’s satisfaction.   

 

Thank you for allowing Guardian the opportunity to respond to Mr. *******’s letter.  Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A sales rep *** Security came to my house 7/23/13 as a 3rd party representative for Guardian security. He told me that my current security company ****** was going out of business and bankrupt. He then told me that he would cover my $99 activation fee and would cover any payoff owed to ******. He also said that if I get ****** to settle without any payment he would pay me $150. He did write me a check for the $99 activation fee so I trusted him, which was stupid on my part. When I called/emailed him MANY times about the payoff, he no longer responded to me. He also told me he would send someone to my house to replace the low battery in my sensor since they just put it in and that was also not done.I then called ****** for help and went back to them as of 10/9/13. I mailed letters to both *** and Guardian security regarding the above and requested to cancel. On 10/18/13 I spoke to ******* from *** and he said there would be a $750.00 early termination fee since I agreed to the service. I told him I agreed to the service under FALSE PRETENSES!! I do NOT believe I am responsible for the term fee. This should of never happen and they should not have these shady people working for them. Guardian should cancel their contract with *** as a 3rd party representative since this is how they are getting customers, and they also have some responsibility in this mess since they allow this to happen. I have read the other complaints on BBB to *** and there and MANY people in the same boat as me!

Desired Settlement: I am asking that the $750.00 early termination fee, and any other monies that might be owed be waived due to false representation, and to be canceled under both *** and Guardian security and to not be contacted again by either again. I should owe either company $0.00.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian has conducted a thorough investigation and values the opportunity to address Ms. **********’s concerns.   

 

Ms. **********’s account came to Guardian by way of an Authorized Dealer known as *** ********, LLC (“***”) whereby all aspects of Ms. **********’s sales transaction took place directly between *** and Ms. **********. Ms. ********** expressed concern in her complaint that *** may have represented to her that Guardian and/or *** was there to upgrade his current provider’s system. 

 

Guardian reviewed Ms. **********’s account information and all related documentation and discussed the complaint with *** officials. After ***’s review of the matter, *** denies any misrepresentation was made during their transaction with Ms. **********.  Guardian’s review shows unquestionable evidence that Ms. ********** understood and acknowledged in writing the fact that there was no affiliation with her existing provider.  Please note that Ms. **********’s sales documentation includes a “Change of Alarm Company Form” which requires the customer’s acknowledgment that neither *** Security, LLC and/or Guardian Protection Services, Inc. are affiliated with her current provider. Ms. ********** was also provided three (3) full business days to review her transaction with *** and associated paperwork and cancel it with no further obligation had she desired to do so. This is evidenced by the Notice of Cancellation form which Ms. ********** also executed.     

 

In addition to the above, please note that immediately following the installation and activation of Ms. **********’s system and service, Ms. ********** completed a quality assurance telephone survey with ***. This call is recorded and served to orally confirm Ms. **********’s understanding about the transaction (monthly fee, Agreement term, etc.) and validate the accuracy of certain information for his account (proper name spelling, address information, etc.). Ms. ********** provided her oral acknowledgement and approval of such information during the call.   

 

Notwithstanding the above, please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities. 

 

Based on the information revealed during the review of Ms. **********’s account, *** is unwilling to release Ms. ********** from obligation under the terms of her Agreement. Ms. ********** may discuss this matter directly with *** who may be reached at:

 

*** ********* *** *** ** ********** ******* ***** ** ***** ********** **************

 

Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ** ******, Manager

Dealer Division

Consumer Response:

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

The following points that Guardian brings out below are correct.

1)      Ms. X’s sales documentation includes a “Change of Alarm Company Form

2)      Ms.X was also provided three (3) full business days to review her transaction with *** and associated paperwork and cancel

3)      Ms. X completed a quality assurance telephone survey with ***

BUT AGAIN my whole reason for this is that it was done under FALSE MISREPRESENTATION and SLANDER to another alarm company.   So yes I understood the contract and confirmed via phone call.  But that was while the agent was sitting right there assuring me all was well.  Also, it was convenient that my 3 days would be up before I got a notice of how much my payoff was from my old company.  I am not the only person this has happened to so of course *** is going to deny misrepresentation but all you have to do is read all their complaints to see that this is a common thing with ***.

 

I realize that Guardian is a separate company from *** (which I stated in my first letter) but I was bringing out that after Guardian looks at ***’s BB review and see that this has happened to MANY people, not just me, they might want to rethink doing business with them.  So no, I am not satisfied with their cut and paste response at all.  I do realize that I need to speak to *** and will be doing so.

 


Regards,

******* **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/28/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Guardian alarm system was installed at my business location about a year ago. I am a federally licensed firearms manufacturer, as well as a class 3 firearms manufacturer(***********). A substandard or malfunctioning alarm system at this location is nothing short of dangerous. Judging from the horrible customer service I've received during my many phone conversations with Guardian, they don't seem at all concerned about public safety or what the consequences might be if these weapons were to fall into the wrong hands.This has been a nightmare from the very beginning. Every piece of equipment has malfunctioned or outright failed at least once. The cellular unit has malfunctioned more times than I can count, resulting in untold gaps in security coverage. The DVR unit "burned up", resulting in damage to personal property. Recently, the sensor on the front door failed. Guardian wanted to charge a ridiculous fee to have a service tech come out after hours. I was forced to stay up through the night in order to secure my business premises. As I type this, 2 of the 5 security cameras at my place of business are not operational.After Guardian failed to rectify these issues in an acceptable manner, I called to cancel my service. They insist on a $1,200 early termination fee. I cannot and will not pay $1,200 simply because Guardian can't fulfill their obligations to their customers.After reading through some of the 378 complaints filed with the BBB against Guardian, and their responses to those complaints, I expect nothing to come of this. Their response to my complaint will surely be the same "copy & paste" nonsense blaming the local installer (****** *****)for these issues. As a small business owner, I find this unacceptable. While there is plenty of blame to go around, ****** ***** is an "AUTHORIZED INSTALLER" for Guardian. I feel that it is morally wrong for Guardian to sit back collecting my money, while accepting NO responsibility for their equipment failures and terrible customer service.

Desired Settlement: I would like the service canceled, free of charge. Knowing the level of customer service that Guardian provides, this will not happen. My only other option is to start an awareness campaign. If I can shelter a few people from the living nightmare that is a service contract with Guardian, it will be well worth it.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values its customers and appreciates the opportunity to address Mr. *****’s concerns.

 

As background, Mr. *****’s account was sold and installed by ****** ***** as an Authorized Dealer. ****** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose monitored security systems were sold and installed by ****** *****. Our records indicate that Mr. ***** engaged ****** ***** on September 8, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”) signed by the parties. The Agreement defines the scope of services to be provided by Guardian and further indicates that ****** ***** activated three (3) security zones for 24-hour monitoring: Zone 1 Front Door Contact Sensor, Zone 2 Side Door Contact Sensor and Zone 3 Sales Floor Motion Detection Sensor. ****** ***** activated Mr. *****’s 24-hour security monitoring service with Guardian on September 10, 2012; at that time Guardian properly received all test signals from each zone thus verifying the system’s operation.

 

Mr. *****’s complaint is based on a request for service on September 12, 2013 at 9:32pm EST whereby Mr. ***** explained a trouble condition for the Zone 1 Front Door. Guardian’s representative explained that on-call service was available and offered to schedule an appointment that evening at Guardian’s customary on-call rates.  Mr. ***** declined service and expressed dissatisfaction with the rates.  Guardian’s representative further offered service for the following day during normal business hours under Mr. *****’s extended repair coverage for the standard $25 co-pay as defined in the Agreement. Mr. ***** expressed his desire for immediate service. In an earnest effort to satisfy Mr. ***** and meet his request, the representative offered to schedule the on-call service at Guardian’s normal business hours service rate. Mr. ***** declined to schedule service that evening under any scenario and also declined to schedule service for the following day under his extended repair coverage.

 

The following day on September 13, 2013, Mr. ***** contacted Guardian again. Guardian’s representative reviewed the offer to schedule same-day service and Mr. ***** accepted. The service visit took place that same day, during which the technician relocated Mr. *****’s Zone 1 door contact sensor and tested the system. The system operated properly prior to the technician’s departure as confirmed by Guardian’s receipt of test signals.

In his complaint Mr. ***** also expressed concern related to his security camera(s) and DVR system. Please note that Mr. *****’s Agreement contains no reference to any camera or DVR equipment and therefore any issue(s) related to such camera equipment is not included in the scope of services provided by Guardian.  Since Mr. ***** may have purchased his camera/DVR equipment directly from ****** ***** as a separate transaction, Mr. ***** should contact ****** ***** directly for camera/DVR questions. Upon receiving Mr. *****’s request for camera system support on September 20, 2013, Guardian immediately notified ****** ***** and received the subject complaint shortly thereafter.

 

Please further note that ****** ***** informed Guardian that onsite service was conducted on September 23, 2013 at which time they performed service on two (2) cameras. ****** ***** further reported that Mr. ***** expressed his satisfaction at the conclusion of the service appointment. Should Mr. ***** require future assistance related to his security cameras and DVR system, Mr. ***** should contact ****** ***** at the address and/or telephone number provided below:

****** ***** **** ****** **** ******** ** ***** **** ****** ***** ************

 

For any security system or 24-hour monitoring related support or service, Mr. ***** may contact Guardian. Guardian is committed to Mr. *****’s complete satisfaction and will always provide prompt and professional support for all products and services provided by our firm.  

 

Thank you for allowing Guardian the opportunity to address and resolve Mr. *****’s concerns. Should you have any questions, please contact me directly at ###-###-####.

 

Sincerely,

 

**** ***** Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two college aged men came to my house at 8 pm and told me they were offering me a FREE alarm system if I would simply enter into their advertising agreement, which was to let them put a Guardian sign in my yard. So I listened to them talk and talk about how great the system was but explained to them that my husband is a fit, strong 6 foot 2" stay at home dad. Someone is almost always at our house. Also, I live in a cul de sac where we all know each other and have very little traffic. I told him we do not need or want an alarm system. We have been in our home for 7 years with no issues. But the young men explained that the system is FREE just for letting them put the sign in my yard. So I was extremely tired and had been traveling for work all day--on an airplane out of town by 7 am and another flight back home by 6 pm. I explained to them I just wanted them to leave. But they said this was too good a deal to pass up--a totally FREE alarm system. So I said fine. Do it then just hurry. So I let them sign me up and was almost done when I found out that I was going to have to pay $55 a month. I had already been listening to them talk for about 45 minutes so I just agreed to it. But I specifically asked if I could cancel it at anytime and they said YES. I have now had the system for a little over a month and never once armed it--we DO NOT NEED IT! So I got my credit card bill and noticed the charge and decided to go ahead and cancel. When I called to cancel I was told I have a SIXTY MONTH CONTRACT! I told the lady that their sales guys said I did not have a contract and could cancel any time. She said that I can cancel anytime if I BUY OUT THE REST OF THE 5 YEAR CONTRACT! The sales guys LIED to me. The rep on the phone repeatedly reminded me that I agreed to the contract on the phone and they have it recorded. But the when I agreed to the service the person over the phone mentioned a 5 year agreement. The sales rep at my house said I had an adverstising agreement.

Desired Settlement: I would simply like to be let out of the contract. Even though I have not once armed their system I am okay with paying what I have paid to them but since their sales people lied to me and deceived me I want out of the contract.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.   

 

We have conducted a thorough review of the above matter and have determined that Ms. *********’s account came to Guardian by way of an Authorized Dealer known as *** ********* *** *****”). As such, all aspects of Ms. *********’s sales transaction took place directly between *** and Ms. *********.  

 

*** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Ms. ********* has requested the cancellation of her account. Respectfully, Ms. ********* will need to communicate directly with *** regarding that topic. Guardian is merely the provider of 24-hour monitoring services for Ms. ********* on behalf of ***. Guardian is unable to cancel her Agreement due to the fact that her sales transaction took place directly with ***.   

 

In an effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. *********’s complaint to *** and requested they contact her to address her concerns. Guardian is confident that *** will address this topic with Ms. ********* in a timely and professional manner.   

 

Should you or Ms. ********* wish to contact *** directly, they may be reached at: 

 

*** ********* *** **** * *** * ******** ***** ** *****

Attention: ******** *******, Customer Service Director 

*** Business Telephone Number: ###-###-#### 

 

I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. *********’s concerns. Should you have any questions, please contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ** ******, Manager 

Dealer Division  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 09/03/2013 *** ****** came to my door introducing Alarm Systems. I had just spendt 12 hours in the Emergency Room at the hospital and wasn't feeling well. I'm currently 91 yrs old. *** seemed like a nice young mans so I let him in and he proceeded to explain the system to me. while he was here I had to have him get me a vessel to throw up in, I was sick from intestinal issues. *** never mentioned once that the contract a 5 yr contract. The next day on 09/04/2013 a couple named **** and *** came to install the equipment, however they weren't able to complete the installation. They said that they would return at a later time to complete it. I waited several days and sicne I didn't hear from them I called the original sales man *** Reader. He stated that they were waiting to get the smoke alarms. Meanwhile I had to endure a continues "beep" morning and night. I called *** ****** again and he said that the smoke alarms were not available at that time but he would come and stop the "beeping". Since them I've made numerous calls to Guardian and talked to 3 different women and one man. Each time they said they would get back to me and didn't. I called the number that was provided for the installation company *** ********** however that wasn't a working number. The number was no longer in service. Several times during my converations with Guardian and *** ****** I mentioned I wanted to cancel the contract. I just wanted them to come and pick up the equipment. Each time I was told I had to cancel through*** ******** and yet they didn't provide me with a correct telephone number.My Bank representative called on 10/03/13 to try and help me. She contacted a Guardian representative by the name of *** ********* and was told I would be contacted by *** within 24-48 hours however he still couldn't provide me with a working number for ***.I would like my contract to be terminated and the equipment picked up immediatly!

Desired Settlement: Cancellation of the contract, and the equipment picked up immediately!

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. ********.     

 

Ms. ********’s account came to Guardian by way of an Authorized Dealer known as *** ******** (“***”). As such, all aspects of Ms. ********’s sales transaction took place directly between *** and Ms. ********. In order to establish a Guardian account for Ms. ******** and activate 24-hour monitoring and related services, Guardian requires certain Ms. ********’s paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. ********’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Upon receipt of the subject complaint, Guardian immediately notified *** of Ms. ********’s concerns. *** is a respected firm and has agreed to accept Ms. ********’s request to cancel her account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Ms. ********’s system.  Additionally, Ms. ******** will receive no further billing statements from Guardian. Guardian apologizes for any confusion in this matter.   

 

Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. *****.  

 

Sincerely, 

 

**** ** ******, Manager 

Dealer Division 

Consumer Response:

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/18/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Charge mistakes over and over again, horrible customer service, broken equipment the damaged my personal property, will not let me end my contract! When I first signed up everything seemed great as soon as the 2 guys set the equipment up and left everything went horrible and has stayed that way. I was told 0.00 down not payment until the end of the month, check the bank and I have multiple charges from this company. After making call after call between my bank and the alarm company my bank finally just put the money back into my account. I tried to end my service that day and I was told I would have to pay out the 3 year contract or hire a lawyer. 2 weeks later the glass break alarm fell off the wall landed on my china cabinet damaging it, called the company they said oh sorry. Days later someone showed up to replace it would even listen to me about my furniture. A week later the motion sensor fell off the wall and broke no one has even been out to look at that ( that was in March ) its now Oct. Today the had a billing issue I understand mistakes happen but when you charge someone multiple times it is your responsibility to fix it not mine. I was told well we can just leave it in there for the following months or we can credit your credit card back but it will take up to 10 + days. WHAT?!! Then I was told to just call my bank and have them fix it. I asked if there was anyway to get out of my contract I was told to pay out the 28 months or get a lawyer. This company is a nightmare I would rather pay another company double to not have to deal with them. Horrible!!! I just want out of my contract with them with out having to pay the 28 months or hiring a lawyer. The company can come get their equipment and refund me the money that they took out of my account for this month and end my contract.

Desired Settlement: I want a refund for the month of Oct and I want them to come get their equipment out of my house and end my contract. I don't want to even have to speak to these people again.

Business Response:

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

 

Guardian is contracted by a firm known as ********** ****** to provide 24-hour monitoring services, billing services and customer support services for customers of ********** ******. Ms. *****’s account is among those for which Guardian provides these services. Ms. *****’s sales transaction, system installation and system activation process took place directly between ********** ****** and Ms. *****; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. *****’s contractual arrangement is with ********** ******, not Guardian. Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above.   

 

Additionally, please note that ********** ****** is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of ********** ******, including security evaluations, sales processes, installation practices or any other aspects of ********** ******’s business. All authorized dealers, including ********** ******, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Guardian is the 24-hour security monitoring service provider for ********** ****** customers.  As such, Guardian does not possess the authority to terminate Ms. *****’s Agreement with ********** ******; such a decision will need to be made and communicated by ********** ******.  

 

In an effort to facilitate swift resolution of Ms. *****’s concerns, Guardian has advised ********** ****** of her complaint and desire to cancel her Agreement with their firm. Guardian has been informed that ********** ****** immediately contacted Ms. ***** at which time ********** ****** agreed to reimburse Ms. ***** for damage caused to her personal belongings during installation of the security system. ********** ****** has also scheduled onsite service to take place on October 15, 2013 to repair a motion sensor that has become detached.  Ms. ***** has expressed her satisfaction with this resolution.

  

Guardian has also confirmed that the billing error referenced in Ms. *****’s complaint has been corrected. Guardian has spoken with Ms. ***** and confirmed that the duplicate charge has been reversed. Guardian sincerely apologizes to Ms. ***** for any confusion or inconvenience related to the billing of her account.  

 

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

 

Sincerely,  

 

**** ****, Manager

Customer Service Department 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. ********** ****** contacted me and is fixing my furniture however they did inform me the billing is done by Guardian not ********** ****** so there seems to be some confusion there. However ********** ****** was very nice came out tested all of my equipment went over everything with my husband and is working with us to get my furniture fixed. I have a direct contact with ********** ****** that I will be in contact with any future problems.  

 

Regards,

 

 

**** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/17/2013 Advertising/Sales Issues
10/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Guardian Protection Services has sent repeatable bills for home security service that we do not have active in our home. The most resent bill attempt is for the amount of $254.70 (This includes late fees and taxes for a $44.95 monthly service), under account number *********. We have on several occasions contacted Guardian in reference to why the billing for a service that is not being provided. They claimed the billing would stop. However, on 8/18/2013 I received a bill in the amount listed above. I believe this is an unfair business practice and am afraid this will effect my credit rating and history. Please advise and or assist on how this matter can be resolved, Tank You.

Desired Settlement: 1. Would like the billing stopped.2. A formal letter from Guardian that my account is at a zero balance, nothing due.3. Assurance that my credit rating and history is not effected.

Business Response:

Thank you for forwarding Mr. ********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. ********’s concerns. 

 

For background, please note that Mr. ******** originally met with Guardian in September 2012 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. ******** decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. ******** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 16, 2012.   

 

After his engagement of Guardian’s services, Mr. ******** received three (3) full business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. ********’s written acknowledgment in the Notice of Cancellation form which is a separate document. Mr. ******** did not cancel the transaction and Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing and installing his security system. As of this date, Mr. ******** has not activated his 24-hour monitoring services. 

 

Mr. ******** expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Respectfully, Section “B” of Mr. ********’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty-five (45) days following the installation of the System.  Billing therefore commenced pursuant to the terms of the Agreement, however please note that upon activation of Mr. ********’s monitoring services, the balance due on Mr. ********’s account will be waived and billing will began anew.  

 

Mr. ********’s letter also expressed concern related to his credit rating and history. Please allow this letter to confirm that Guardian has provided no negative reporting to any credit bureau regarding Mr. ********’s account. 

 

Upon receipt of your letter, Guardian contacted Mr. ******** and provided the above explanation directly. Guardian apologizes to Mr. ******** for any confusion related to the billing of his account.

  

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for providing Guardian the opportunity to address Mr. ********’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Guardian installed a system in a home I had for sale. At the time the system was installed the salesman told me either he could transfer the system to the new owner when I sold the home, or I could transfer the system to my home in Texas at no charge and only pay the remaining contract payments. When the home was sold the salesman was requested to contact the new owner and transfer the home. He failed to do so and the new owner installed a different service. I contacted Guardian on two occasions and have been offered a transfer of services if I pay an additional $195 and extend my contract to 60 months! The salesman cannot be contacted as his voicemail box is full and has been for some time.

Desired Settlement: I believe Guardian should honor their sales representative's statements and transfer the service to me at no charge under the remaining term of the contract. Otherwise, I would be willing to settle the contract for a lump sum payment of $650 which is 1/2 of the remaining contract.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address any customer question or concern. 

 

Our records indicate that Mr. *******’s original transaction with Guardian occurred on June 4, 2013 at which time Mr. ******* executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as thirty-six (36) months.  

 

On September 27, 2013, Mr. ******* informed Guardian that he had sold the home. As one of Guardian’s customary options for relocating customers, Guardian offered to install a basic security package in his new residence in exchange for execution of a new 48-month Agreement and with a $195 installation fee. Mr. ******* expressed that Guardian’s sales representative informed him he could relocate the system at no charge and with no contract extension. In a genuine effort to assist Mr. *******, Guardian offered the following options: 1) to relocate the system in exchange for a new 36-month Agreement and a $390 installation fee; 2) to relocate the system in exchange for a new 48-month Agreement and a $195 installation fee; or 3) to relocate the system in exchange for a new 60-month Agreement at no charge. Guardian received the subject complaint shortly after this conversation. 

 

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss his concerns directly. Due to Mr. *******’s unique circumstances, Guardian will honor the promise made by Guardian’s sales representative and install a new basic package system at no cost to Mr. ******* in exchange for execution of a new 36-month monitoring Agreement. Mr. ******* has expressed his satisfaction with this resolution. 

 

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

 

Sincerely, 

 

******** *******, Director 

Account Management Department  

Consumer Response:

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

 

Regards,

 

 

****** *******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Guardian team has made what was supposed to be the joyous occasion of moving into my newly constructed home, into a series of phone-calls, alarm and sound system malfunctions, missed appointments on their behalf, inappropriate billing and misrepresentation.1- They started charging us for monitoring services before the system was even set-up2- The day after the system was activated the music system stopped working only to find out from the technician "it was a dud"3- They completely overlooked adding a sensor to a main entry point of our home and stated it "wasn't a part of the package"4 - Technician incorrectly installed the additional sensor and had to come back out5- sensor still didn't work so technician had to revisit the home and was late6- sensor still doesn't work and and technician was a no show

Desired Settlement: I am requesting that Guardian Protection Services, of the Armstrong Group of Companies, properly reinstall (hardwire) one of the sensors in my home at a time that is convenient to me, or that they terminate my contract without penalty.

Business Response:

Thank you for forwarding Mr. ****’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. ****’s concerns. 

 

For background, please note that Mr. **** originally met with Guardian in December 2012 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. **** decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. **** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on December 19, 2012.   

 

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

 

Mr. **** also expressed dissatisfaction about receiving billing statements from Guardian prior to the activation of his monitoring services. Respectfully, Section “B” of Mr. ****’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced pursuant to the terms of the Agreement. Upon activation of Mr. ****’s monitoring services on August 3, 2013, the balance due on Mr. ****’s account was waived and billing began anew. Guardian apologizes for any confusion related to the billing of Mr. ****’s account.  In good faith, Guardian has applied a credit to Mr. ****’s account equal to two (2) months of monitoring services to demonstrate Guardian’s desire to earn Mr. ****’s satisfaction.  

 

Thank you for providing Guardian the opportunity to address Mr. ****’s concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager

Customer Service Department 

Consumer Response:

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

Since my letter, the Guardian team has made efforts to resolve the most recent issue, however I would like to make a recommendation about their process for the selection of product offerings:

We were making selections based on renderings and were trusting that the salesperson would have indicated where gaping vulnerabilities in the alarm system would be. The model home that the demonstration was provided (********) was completely different from the model that we purchased (*******), so these were not readily identifiable by laymen (such as ourselves). 

 

Regards,

 

 

******* ****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After multiple attempts to arrange an installation, Guardian's service and installation technicians and their salesman and customer service person could not agree on what was necessary and what was possible. Moreover, independent experts have questioned Guardian's various proposals. We have zero confidence in their abilities and do not believe that the original agreement, which we did sign, is even valid as they have changed it several times.

Desired Settlement: Simply forget the entire matter and allow us to seek our own solution.

Business Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *********’s complaint. Guardian values Mr. ********* as a customer and appreciates the opportunity to address his concerns.    

 

Mr. *********’s letter expresses dissatisfaction related to the sales and installation of a security system in his new home. Guardian extends its apology to Mr. ********* for any confusion and/or inconvenience regarding the installation of his new system. Guardian is committed to delivering the highest standards of customer service and sincerely wishes to earn Mr. *********’s faith and confidence in the services we provide.  To that end, upon receipt of your letter Guardian immediately contacted Mr. ********* to address his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. *********’s concerns to which he has expressed his complete satisfaction.   

 

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

 

Sincerely, 

 

**** ****, Manager

Customer Service Department 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I WAS LIED TO AND KNOW ONE CALLED ME WHEN I CALLED I CALLED THE GUARDIAN AND THEY ME THEY WOULD HAVE TO CALL OR EMAIL THE MANUFACTUER *** OF THE SYSTEM I AND THIS WENT ON FOR AT LEAST FOUR WEEKS. I THAN HAD NEW SYSTEM PUT IN WHEN THEY GOT A NO SIGNAL FROM MY SYSTEM I GOT A CALL FROM THEM. WANTED TO GET PAID BECAUSE I WANTED TO GET OUT THEY TOLD ME I SIGNED CONTRACT, I SAID YOU LIED TO ME AND NEVER CALLED ME UNTIL NOW. I SAID I WASN'T GOING TO PAY

Desired Settlement: I JUST WENT THEM GONE AND TO MAKE SURE THEY DON'T CHARGE MY CHECKING ACCOUNT

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. **************.     

 

Mr. **************’s account came to Guardian by way of an Authorized Dealer known as *** ********* *** *****”). As such, all aspects of Mr. **************’s sales transaction took place directly between *** and Mr. **************. In order to establish a Guardian account for Mr. ************** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Mr. **************’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Given the nature of Mr. **************’s assertions, Guardian will accommodate his request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Mr. **************’s system.  Additionally, please note that upon cancellation of the account, Mr. ************** will receive no further billing statements from Guardian. Mr. ************** has expressed his complete satisfaction with this resolution. 

 

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

 

Sincerely, 

 

**** ** ******, Manager 

Dealer Division 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Wife wanted to add "Life Alert" monitor to home security system. Sales rep who responded involved her in complete changeover of monitoring company. Did not explain that in addition to new, higher, monthly payments, she would still be obligated for payments to original security company for the remaining term of their contract.Wife put sales rep in touch (via telecon) with husband who was vacationing in state of Maine. When husband resisted any change in monitoring companies. Sales rep told him there would be "No Change" in companies and "No Increase" in payments. When asked who he worked for, rep said he worked for "*********. . . just updating ********* equipment".So now, instead of just paying $39.99 to one company, we pay that plus $59.99 to ***/Guardian.

Desired Settlement: We simply want total cancellation of all contractual obligations with *** ********/Guardian Protective Services. We will, of course return all new equipment supplied and installed by ***/Guardian.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. *****.     

 

Mr. and Mrs. *****’s account came to Guardian by way of an Authorized Dealer known as *** ********, LLC (“***”).  As such, all aspects of the *****s’ sales transaction took place directly between *** and Mr. and Mrs. *****.  In order to establish a Guardian account for the *****s and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of the *****s’ services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Given the nature of Mr. *****’s assertions, Guardian will accommodate Mr. *****’s request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from the *****s’ system.  Additionally, please note that upon cancellation of their account, the *****s will receive no further billing statements from Guardian.  

 

Guardian is a premier security services provider and apologizes for any inconvenience. Thank you for advising Guardian of this issue.  Should you have any questions regarding this matter, please contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Division 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had my alarm system built into my house. When they came to install it it never worked properly, and was told the internal problems with my system would require another guy to come out. He never showed. I started receiving bills for a system that I was unable to operated I called customer service and explained that I was told that the system would have to be repaired before I could use it. Then again I was told someone would come by and take a look at my system and no one ever did. I have made many attempts to talk to the company and even paid the same guy three times to fix multiple problems. Including my panel turing off randomly, the system going off in the middle of the night for no reason and also sensors sticking (making them obsolete). I have had no cooperation from Guardian and now am being billed my my local PD for the alarm going off and the cops showing up. This has been a nightmare and I have no cooperation.

Desired Settlement: Most importantly I would like my system fixed properly. Billing is also a problem because I refused to pay for something I that never worked and they refused to repair it at all. I asked to cancel my contract and just pay a early fee. I was told that wasn't possible.

Business Response:

Thank you for forwarding Mr. ******** complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. ******** concerns. 

 

Upon receipt of your letter, Guardian reached out and spoke to Mrs. ****** to discuss her concerns directly. In order to bring swift resolution to Ms. ******** concerns, Guardian has agreed to the following:  (1) Guardian has scheduled onsite service to fully inspect Mr. and Mrs. ******** security system and make any necessary repairs to ensure the system is functioning properly. Said service appointment has been scheduled for September 12, 2013 and will be conducted at no charge; (2) Mr. and Mrs. ****** will execute a new 60-month Agreement; and (3) the balance currently due on the ******** account will be waived and the relationship will begin anew.  Mrs. ****** has expressed her complete satisfaction with this resolution. 

 

On behalf of Guardian, I apologize to Mr. and Mrs. ****** for any confusion or inconvenience. Guardian values the ******* as customers and appreciates the opportunity to regain their satisfaction in the services Guardian provides.   

 

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

 

Sincerely, 

 

****** **********, Supervisor 

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like Guardian to recognize that the installation of the service has been faulty from the start of the new contract, and is an ongoing problem. I would like Guardian to recognize that my stress and concern for my family's safety and security has not been addressed since the upgrade. I would like Guardian to offer me a termination of our contract without a termination fee, before I feel like I have to enter into litigation.

Business Response:

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

 

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

 

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

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department  

 

Consumer Response:

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

 regards,

 **** *******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am not happy with the services or equipment from this company!! It is not user friendly and I want it removed from my home. When I called them, I was told that I was responsible for the balance of the contract! This was NEVER explained to me when I entered into their contract! I have had their product for 1 1/2 yrs, and it has been a hastle from the beginning! It most definitely is NOT user friendly!!! If I call for help, they charge me $25 for a tech to come out to my home. Now the back up battery is running low. It is hard wired and this should not happen! I am very dissatisfied with their product and do not feel that I should be made to pay for something that I do NOT WANT!! They said the balance of my contract is $1800.87!! I told them that they are theifs and that I am reporting them. This issue is not addressed in their contract!!! I will tell EVERYONE to NOT DO BUSINESS with this company! By the way, I also have automatic payment arranged with my bank to them! I want to be done with them!!!!

Desired Settlement: I just want OUT OF THIS CONTRACT!!! I do not feel that it is fair to have to pay for a product that I am completely dissatisfied with! We were severely devastated by hurricane Sandy, and I also cannot afford to pay for a service that I do not need!

Business Response:

Thank you for forwarding Ms. *******’s complaint. Guardian Protection Services, Inc. (“Guardian”) values the opportunity to provide response and assist in facilitating resolution of her concerns.   

 

For background, Ms. *******’s account came to Guardian by way of an Authorized Dealer known as ******* Security (“*******”). As such, all aspects of Ms. *******’s sales transaction took place directly between ******* and Ms. *******. In order to establish a Guardian account for Ms. ******* and activate 24-hour monitoring and related services, Guardian requires certain paperwork from *******. All such required paperwork was provided thereby facilitating activation of Ms. *******’s services and subsequent billings. Please note that ******* is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by *******. Guardian does not control any day-to-day business activities or any internal policies or procedures of *******, including security evaluations, sales processes, installation practices or any other aspects of *******’s business. All authorized dealers, including *******, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Guardian’s records indicate Ms. ******* met with ******* in May 2012 at which time Ms. ******* decided to engage ******* to install a monitored electronic security system in her home. Ms. ******* acknowledged such engagement in writing by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 2, 2012, which designates its initial term as sixty (60) months. Ms. *******’s security system was installed and activated by ******* on May 3, 2012. 

 

On August 22, 2013, Ms. ******* contacted Guardian in response to a message left regarding a low panel battery alert received in Guardian’s central monitoring station. During that conversation, Guardian’s representative offered to schedule onsite technical service to address the low panel battery issue. Guardian further offered to waive the standard $25 co-pay assessed for onsite service appointments as a courtesy to Ms. *******. Ms. ******* declined to schedule onsite service and requested the cancellation of her Guardian account as she wished to engage an alternate security provider. Guardian’s representative informed Ms. ******* that she remained within the initial term of her Agreement and that an early termination fee would apply. Ms. ******* disputed the early termination fee and expressed her dissatisfaction with Guardian’s services. The subject complaint was received shortly thereafter.    

 

Subsequent to receipt of your letter, Guardian spoke with Ms. ******* on August 24, 2013 and again offered to schedule onsite service to address the low panel battery. As a courtesy, Guardian reiterated the offer to waive the standard $25 co-pay assessed for onsite service. Ms. ******* accepted Guardian’s offer for onsite service and an appointment has been scheduled for September 5, 2013. 

 

Please note, Ms. *******’s letter expresses that she is “very dissatisfied” with Guardian’s services and further notes “it has been a hastle (sic.) from the beginning.” In light of Ms. *******’s expressed discontent, Guardian conducted a thorough review of her account including all telephone interactions. (Due to the nature of Guardian’s business - life safety and frequent interaction with law enforcement and other local authorities - Guardian records all customer telephone calls and interactions.) Guardian’s research revealed no record of Ms. ******* expressing dissatisfaction regarding any aspect of her monitoring equipment and/or services until she requested the cancellation of her account on August 22, 2013 in order to engage another security provider. 

 

Upon receipt of the complaint, I made several attempts to reach Ms. ******* to discuss her concerns directly. Regretfully, I have been unable to speak with Ms. ******* to date. It is Guardian’s sincere desire to maintain Ms. ******* as a customer and earn her satisfaction. To that end, I ask that she contact me at the telephone number listed below at her convenience.  Guardian is a premier security provider and will continue to make every reasonable effort to address and resolve Ms. *******’s concerns. 

 

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

 

Sincerely, 

 

****** **********, Supervisor 

Customer Service Department  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My now 87 year old mother has been in assisted living for 2 years. Her home was sold in May, 2012 - over a year ago. Her contract with Guardian Security Services remains in effect through March, 2014. The buyer of the house (not family) indicated she would take over the contract, but she changed her mind. No family member wanted to have the unit installed in one of our homes, because we have not been satisfied with the unit installed, and we don't want to pay additional fees for moving the services. For a year before the house was sold the unit beeped almost continuously. We changed the batteries as instructed, but no results. We finally paid a Guardian service technician to come repair the system, but results were not satisfactory.I believe the response service was okay. For instance, my brother was working in the garage and triggered the carbon monoxide monitor and fire trucks arrived at the house.MY COMPLAINT: The company was not agreeable to altering the contract when the house was sold. They stated "a contract is a contract." We know this is true. My mother has continued to pay $46.90 a month for the past two years when the unit either wasn't working correctly or the house had been sold. Customers considering contracting with Guardian should BE WARNED that - no matter what - Guardian will get their money. My family would NOT recommend Guardian to anyone seeking a home security company. There are security companies that do not require multi-year contracts.

Desired Settlement: My mother will make a lump sum payment on the remaining 8 months of her contract. This will relieve us of ever having to deal with Guardian Security Services again.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and assist in facilitating resolution.     

 

Upon receipt of your letter, Guardian immediately contacted Ms. ******** to discuss her concerns directly. In this instance and due to her mother’s unique circumstances, Guardian will agree to cancel the subject account effective immediately.  The balance due on the account has been waived and no further billing statements will be generated.  

 

On behalf of Guardian, I would like to wish Ms. ******** and her mother well and thank them for the opportunity to serve their security needs.  

 

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

 

Sincerely, 

 

******** *******, Director 

Account Management Department 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We initially signed up for services around October of 2010 and signed a 2 year contract. At the time, we got one motion detector and sensors on all the doors to exit the home. Our charge is roughly $45 a month give or take a few. Throughout the first year or so of service our back door caused a couple false alarms When I called to see what the options were are far as remedying the issue, I was told to just bypass that alarm. Essentially, not use the alarm to its full capability. I was never given another option, nor was I trained on how to bypass a certain zone, so we couldn't set the alarm at all in fear of false alarms. Earlier this year, I grew tired of paying for a service we were unable to use. I called the company to come and set up a new motion censor in hopes that we could at least set the alarm. The intention was the deactivate that back door and just use the new motion detector to monitor that portion of the house. At the same time, we have gotten a new dog. A large dog well over 60 lb.. At no time did the technician inform me that we weren't going to be able to set the alarm because of the dog. This is also not to mention that since we had the new motion sensor installed, we haven't been able to set the alarm at all because when we try to do so, the whole system goes off w/ no call from Guardian in response to the alarm. Late last week, I contacted Guardian in hopes of them offering me an option to fix the solution other than simply canceling services. I know several other people with other carriers and they have large dogs and are able to set the alarm without the motion sensor being triggered by the dog. Since I never was able to speak with someone, I got a call from another provider and decided they were able to offer me the services and solutions I needed at a lower cost. When I called guardian to cancel services they informed me that we would either have to fulfill the remainder of the contract (through march of 2014) or pay an early cancel fee of over $1000.

Desired Settlement: We would simply like to just cancel services. When i asked what they were able to do since i was more than an unhappy customer and have had nothing but bad experiences with their services and half ***** solutions, i feel like a consumer should be able to cancel services they are unhappy with. I was prepared to pay a little, but the thought of paying over 1000 dollars to cancel an alarm service is terrible business and just absurd. We would simply just like to cancel our services with Guardian.

Business Response:

Thank you for forwarding Ms. ********’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.   

 

For background, Guardian met with Ms. ******** in September 2010 to discuss products and services available for her home after which Ms. ******** decided to engage Guardian to install a monitored electronic security system. Ms. ******** acknowledged such engagement in writing by executing a Sales and Monitoring Agreement (“Agreement”) with Guardian on September 13, 2010, which designates its initial term as thirty-six (36) months. Ms. ********’s system was installed and activated on September 16, 2010. 

 

On April 29, 2011, Ms. ******** contacted Guardian to request a service appointment related to issues with the back door sensor. Guardian offered to schedule onsite service for Ms. ******** during normal business hours, Monday through Friday from 8am-4pm.  Ms. ******** declined to schedule service as a weekend appointment was not available. 

 

On November 28, 2011, Ms. ******** contacted Guardian for assistance in bypassing the back door sensor. Guardian’s technician explained the bypass procedure and further offered to schedule onsite technical service to address any issues with the back door sensor. Ms. ******** declined to schedule service and further indicated the issue was related to the door and not the sensor. 

 

Guardian received no further contact from Ms. ******** regarding the back door sensor until March 19, 2013 at which time Ms. ******** requested the door contact be removed and replaced with a motion sensor. Guardian assisted Mr. ******** by providing pricing information for the motion sensor and the installation thereof.  To further assist Ms. ********, Guardian offered to provide and install the motion sensor at no charge in exchange for execution of a new 24-month Agreement. Ms. ******** accepted Guardian’s offer and executed a new Agreement on March 19, 2013. Shortly thereafter, Guardian’s technician removed the back door sensor and installed a new motion sensor. 

 

On August 24, 2013, Guardian received website correspondence from Ms. ******** which indicated she was unable to arm the motion sensor as she had recently gotten a large dog. Ms. ******** further inquired about options to address the issue with the motion sensor.  In response to Ms. ********’s written communication, Guardian reached out to Ms. ******** to address her concerns directly. Voicemail messages were left for Ms. ******** on August 26, 2013, August 27, 2013 and August 28, 2013.  

 

On September 1, 2013, Ms. ******** contacted Guardian and requested the cancellation of her account as she had engaged an alternate security provider. Guardian’s representative informed Ms. ******** that she remained within the initial term of her Agreement and that an early termination fee would apply. The subject complaint was received shortly thereafter.    

 

Guardian is committed to delivering the highest standards of customer service and regrets it was not provided the opportunity to address Ms. ********’s concerns prior to her engaging another security provider. Upon receipt of her complaint, Guardian contacted Ms. ******** to discuss this matter directly.  As a result, Guardian agreed to accept a drastically reduced early termination fee to cancel Ms. ********’s account and end all further obligation under the Agreement. Ms. ******** has expressed her satisfaction with this resolution. Upon receipt of Ms. ********’s written authorization to cancel and early termination fee, her account will be cancelled.  

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Guardian Sales person changed my contract and when I disputed the increase in my contract terms they put the account into collections The Guardian Sales person changed my contract and when I disputed the increase in my contract terms they put the account into collections. He had pursued me for several months and when I finally agreed to upgrade the equipment it was for additional eighteen month's on my agreement, not the five year agreement that was on the contract. Someone put some scratch on the contract saying that was my signature when I had always said I would not sign a five year deal because we were in the process of moving. He also said that the new agreement could be transferred to the new owners of the property. I called Guardian regarding this matter and they said that the Sales person and the Sales Mgr. had both been let go. The Sales Mgr. was the one who gave the authorization to reduce the months to eighteen. I would have probably used them again on our new house we purchased in September but they insisted that the contract was much longer than the eighteen months less the amount of time that had passed after signing the agreement. They pulled a bait and switch and were very unreasonable to work with on resolving the issue.

Desired Settlement: To take the account out of collections and figure out what an equitable settlement might be for the equipment that was installed into our old home.

Business Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Mr. *******’s complaint and resolve any confusion or concern.     

 

For background, Mr. ******* contacted Guardian in April 2012 to inquire about upgrading his security system. Mr. ******* met with a Guardian sales consultant and elected to purchase additional equipment. To memorialize his decision, Mr. ******* executed a Residential Sales and Monitoring Agreement (“Agreement”) dated April 6, 2012. The initial term of the Agreement was for a period of forty (40) months. Mr. ******* acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 40 month monitoring agreement” and by affixing his signature at the bottom of the form.  

 

In August 2012, Mr. ******* informed Guardian that he was moving from the premises. Guardian presented a number of options in a good faith effort to assist Mr. ******* in fulfilling his obligation under the Agreement. For example, Guardian indicated that services could be transferred to his new home or that the new homeowners could elect to activate monitoring services which would relieve Mr. ******* from further obligation.  

 

Guardian subsequently spoke with Mr. ******* to discuss relocating the system to his new home. During discussions, Mr. ******* expressed his belief that his current Agreement was for a twelve (12) month initial term. Guardian reviewed its records and confirmed Mr. *******’s initial term to be 40 months.  

 

Mr. ******* asserts in his letter that he was misled by the sales consultant regarding the term of the Agreement. Guardian apologizes for any confusion related to the initial term, however please note Mr. *******’s Agreement form clearly indicates the initial term to be 40-months. In no way did Guardian ever hide or conceal the initial term of the Agreement; it is clearly written and was acknowledged by the customer in writing.  

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss his concerns directly. As a result, the parties have agreed to an equitable settlement which is fair and reasonable to both parties. Guardian appreciates the opportunity to resolve Mr. *******’s concerns. Again, Guardian apologizes to Mr. ******* for any confusion or inconvenience.  

 

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

 

Sincerely,  

 

******** **********, Manager

Credit and Collections Department 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This complain is about my mothers home in Lakeside California. My Mom is 93 years old and lives in a gated community for senior citizens that has a sign at the front gate that states no soliciting allowed. A company named *** came to her door without a request from her and told her that her **** ***** was going out of business and that they had the same product. She agreed to have it installed. *** did not leave any contract or information at my Mom's house. A visit by my sister later that week discovered what had happened. It took us weeks to figure out what company had sold this. The contract is under Guardian Protection Services not ***. I called Guardian and they said that the contract is with *** and they would have them call me. *** never called me. I have had 8 call between Guardian and *** for help. *** with a F rating on the BBB could care less that their sales people prey on the elderly and lie to them. I was hoping that Guardian could help me out. The last supervisor that I talked to (******) said that it was tough luck and they could do nothing about it. It was all on ***. So it appears that Guardian Protection Services does not care about their customers. It is obvious that the know what these companies (***) are doing and don't care because they are getting their money by hook or by crook. They don't care that *** lies to their customers to get a contract sign and does not leave any information behind and by the time you figure out who it is the 3 day period has gone by to cancel the sale. It is a perfect scam. One company that preys on the elderly (***) sells the contract and Guardian throws their hands in the air and states---The contract is with *** not them. They just provide the service and billing. I live in Colorado and I'm trying to help my Mom. My sister that lives in California has a medical condition that does not need additional stress.

Desired Settlement: I would like Guardian to cancel the contract and have *** pick up their equipment. My Mom realizes that they money she has spent is gone and does not want it back

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. ********.     

 

Ms. ******* ********’s account came to Guardian by way of an Authorized Dealer known as *** Security, LLC (“***”). As such, all aspects of Ms. ********’s sales transaction took place directly between *** and Ms. ********.  In order to establish a Guardian account for Ms. ******** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. ********’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Given the nature of Mr. ********’s assertions, Guardian will accommodate his request to cancel his mother’s account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Ms. ********’s system.  Additionally, please note that upon cancellation of their account, Ms. ******** will receive no further billing statements from Guardian.  

 

Guardian is a premier security services provider and apologizes for any inconvenience. Thank you for advising Guardian of this issue.  Should you have any questions regarding this matter, please contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Division 

Consumer Response:

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Cancel my contract with no charges, I no longer trust Guardian Protection because they do not know how to choose their sub-contractors.

Business Response:

 

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

 

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

 

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

 

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

 

Sincerely, 

 

******** *******, Director 

Account Management Department               

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company's representative came to my home on 7/18/2013 stating that my current security monitoring company was no longer monitoring in my area. They stated that I was going to need to change comapnies and they were at my home to update my equipment and take over the monitoring of my security service. They also stated that there was a $100 service fee for this transaction. When I declined to continue with their company the representative stated that he was going to pay the transaction fee so that the equipment could be installed.I have since been contacted by my original security company, ******** ***** that the information that Guradian told me was false and I would still be responsible for paying for their services despite the fact that the equipment had been taken out of my home. I was told by ******** ***** that Guardian could buy out the contract however Guardian refuses to do so.

Desired Settlement: I want my contract terminated and any monies drafted from my account refunded due to misrepresentation.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. *******.     

 

Ms. *******’s account came to Guardian by way of an Authorized Dealer known as *** ********* *** (“***”).  As such, all aspects of Ms. *******’s sales transaction took place directly between *** and Ms. *******.  In order to establish a Guardian account for Ms. ******* and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. *******’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Given the nature of Ms. *******’s assertions, Guardian will accommodate her request to cancel her account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Ms. *******’s system.  Additionally, please note that upon cancellation of their account, Ms. ******* will receive no further billing statements from Guardian.  

 

Guardian is a premier security services provider and apologizes for any inconvenience. Thank you for advising Guardian of this issue.  Should you have any questions regarding this matter, please contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Division 

Consumer Response:

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

 

Regards,

 

 

***** *******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have some issue with batteries fail trouble. Guardian keeps calling me frequently day and night informing me about receiving some signal trouble /whatever that means/. I did schedule service twice to do the repair. First time technician was two hours late and did nothing. He took a look and said that my system is working correctly and everything is ok. Five minutes after he left my house I received call from monitoring station about batteries trouble. This is going on for months. I decided to schedule another service appointment. This time my appointment was between 8 am and 12 am. At 10 am Guardian customer services call me with the news that technician call in sick. Twice I needed to take off from work /they refused to come on weekend/ and twice Guardian did nothing to fix my system. Yes they offer me another days but I cant afford to stay home and wait for Guardian to call me that they cant provide service. All I hear from them is how sorry they are and what they can do for me. This is unacceptable. They refuse to schedule the appointment for the time that I ask for saying that they can`t afford to pay overtime for their technician. I pay my monthly fee and I accept for Guardian to provide proper service. Dealing with this company has been like a nightmare and worst experience ever. Please be so kind and make sure to take some action. I would like to worn their potential clients whoever considers to sign the contract with them to think twice before you do it and simply choose different system NOT GUARDIAN.

Desired Settlement: I like Guardian to just once keep the appointment and fix the problem. Maybe just once they will schedule appointment that is convenient for customer.

Business Response:

Thank you for forwarding Mr. *******’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution. 

 

Upon receipt of your letter, Guardian immediately contacted Mr. ******* and scheduled onsite service for Friday, August 16, 2013.  The service appointment was conducted at no charge to Mr. *******. During said appointment, Guardian’s technician replaced the cellular transmitting device at no charge to Mr. *******. Prior to departing the residence, the technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.  

 

Guardian apologizes to Mr. ******* for any inconvenience related to his recent need for onsite service. Guardian values Mr. ******* as a customer and appreciates the opportunity to serve his security needs. 

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 24, 2012, I entered into a contract with ******* Security *******, out of ************ **, an authorized dealer of Guardian Protection Services Guardian, out of Warrendale, PA, to install a new security system in my home. What started out as fraud and deceptive practices by *******, has now become ten months of persistent harassment by Guardian, and potential unwarranted damage to my credit rating by Guardian. I can say with conviction that, in my 25+ years in business, Ive never encountered a business, or businesses, as shady as ******* Security and Guardian Protection Services. Five documents are attached: 1) Guardian contract, 2) an email to ******* and Guardian dated 11/30/12, 2) a timeline of events, which clearly outlines the facts in this case, 3) a certified letter to Guardian dated 8/26/13, 4) another certified letter to Guardian dated 8/26/13 requesting a refund, with Guardian's Quality Installation Guarantee attached.

Desired Settlement: There are three things I desire: 1. For the madness to stop. 2. A refund as indicated in Guardian's Quality Installation Guarantee, and 3. To notify as many consumers to avoid these companies at all cost. Thank you.

Business Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. ********’s complaint. Guardian values the opportunity to respond and resolve any confusion or concern.     

 

A thorough review of this matter revealed that Mr. ********’s account came to Guardian by way of an authorized dealer of Guardian known as ******* Security (“*******”).  As such, all aspects of Mr. ********’s sales transaction took place directly with *******, not Guardian. In order to establish a Guardian account for Mr. ******** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from *******. All such required paperwork was provided thereby facilitating activation of Mr. ********’s services and subsequent billings.  

 

Please note that ******* is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by *******. Guardian does not control any day-to-day business activities or any internal policies or procedures of *******, including security evaluations, sales processes, installation practices or any other aspects of *******’s business. All authorized dealers, including *******, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Guardian has communicated directly with Mr. ******** in an effort to resolve his concern.  Our communication included explanation regarding his continued receipt of system alerts and billing statements due to the fact that his account remained in an active status based on direction from *******. Pursuant to Mr. ********’s correspondence and request, Guardian has placed his account in an inactive status, which effectively discontinued all services provided by Guardian. As such, Mr. ******** will receive no further communications, system alerts or billing statements from Guardian. Guardian regrets and apologizes that Mr. ********’s customer experience did not meet his expectations. 

 

It is important to further note that Guardian has no authority as it relates to a) refunding amounts Mr. ******** may have remitted to *******, or b) the Monitoring Agreement in which Mr. ******** entered with *******.  Any matters pertaining to such will need to be addressed directly with *******.  Guardian has provided Mr. ******** with contact information for ******* so that he may direct such requests to their firm. ******* Security may be reached at ###-###-#### or ** ***** *** *** ******* ** *****. Guardian has also provided a copy of Mr. ********’s complaint to *******.   

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####. 

 

Sincerely,  

 

**** ****, Manager

Customer Service Division 

Business Response:

Thank you for forwarding Mr. ********’s response dated August 30, 2013. Guardian has reviewed the response and offers the following supplemental information.   

 

The information contained in Guardian’s initial response is factual. Mr. ******** conducted his sales and installation transaction(s) directly with ******* Security (“*******”), not Guardian Protection Services, Inc. (“Guardian”). ******* and Guardian are separate entities and Guardian does not control any aspect of *******’s business. 

 

Further review of this matter indicates that Mr. ******** may have entered into a separate arrangement with ******* for services that were clearly not within the scope of work or services identified in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). Information and documents provided by Mr. ******** evidence this fact. It is unreasonable for Mr. ******** to attempt to hold Guardian responsible for any such services, billings or amounts he may have remitted to ******* that are not identified in the scope of work indicated in the Agreement; such items are clearly not the responsibility of Guardian.  However, as an act of good faith in an earnest attempt to resolve this matter within all reasonableness and fairness, and notwithstanding the fact that Guardian expertly performed all of the services to which Mr. ******** subscribed as identified in the Agreement, in this instance Guardian will agree to refund amounts Mr. ******** paid directly to Guardian. As such, this refund represents $144.30 for monitoring services from November 2012 through January 2013 ($48.10 per month).  Mr. ********’s refund will be submitted today and he should receive the refund in approximately two weeks.  

 

In addition, please note that Mr. ********’s Agreement is terminated and as previously reported, all services have been discontinued. These actions by Guardian effectively address all of Mr. ********’s concerns relative to any aspect of his relationship with our firm. Mr. ******** should direct any further matters pertaining to any other arrangement(s) he may have had with ******* (e.g. matters not directly identified in the Agreement), to *******.   

 

In summary, Guardian respectfully denies the allegations and assertions made by Mr. ******** in his correspondence and apologizes for any confusion.  Guardian is a customer-focused firm and believes it has taken the appropriate steps to address Mr. ********’s assertions and requests.   

 

Thank you for forwarding Mr. ********’s response.  Should you or Mr. ******** have any questions, I can be reached directly at ###-###-####. 

 

Sincerely,  

 

**** ****, Manager

Customer Service Division 

Consumer Response:

Thank you for forwarding me Mr. ****** rebuttal.  It's another reply filled with deception.
 
I will settle for the $144.30, which Mr. **** has promised.  I will contact you should I not receive the reimbursement.
 
I thank you for your assistance in helping me end this madness, and to reach an amicable resolution.  At the very least, I hope my exchange with the BBB has brought light to the way Guardian Protection Services operates.  If it happened to me, I'm sure the same is happening to others. 
 
Sincerely,
 
******* ********

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We upgraded our security system with Guardian to include 4 cameras which we could access through our phone and signed a 3 year contract for this upgrade. We paid $600.00 upfront and our monthly montoring charges went from $30.00 to $60.00. After a year the cameras quit working. Guardian sent out a Technician to remedy the problem. He informed us that it could not be fixed and that Guardian did not sell these cameras any longer using DSL internet service. We contacted ********, our internet provider, they told us, after a speed check, there was no reason that the cameras shouln't work. Talked with Guardian via phone several times trying to resolve this issue. We asked to be refunded the $600.00 for the cameras that do not work and go back to our original agreement for charges of $30.00, for our basic plan, which we have had since 2007. Guardian refuses to offer any remedy other than taking $15.00 off our monthly bills.

Desired Settlement: Guardian did not fulfill their contract with us which we signed in Good Faith. We feel that Guardian should refund us our $600.00 as the cameras quit working after 1 year and cancel our protection services as written in the contract, dated May 1, 2012.

Business Response:

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

 

Mr. ******’s letter indicates he is experiencing issues with the video surveillance cameras in his home. Our records indicate that Guardian conducted onsite service related to the video cameras on July 19, 2013. During that service appointment, Guardian’s technician conducted a thorough evaluation and test of the camera equipment. The technician found all equipment to be working properly, however did note that Mr. ******’s internet service is not compatible with the cameras. More specifically, Mr. ******’s internet service does not meet the bandwidth requirement necessary for proper camera operation. Guardian presented this information to Mr. ****** and suggested he may wish to contact his internet service provider to determine if changes had been made recently to his internet service. Subsequently, Mr. ****** requested that Guardian provide a full refund for the cost of the camera equipment and the subject complaint was received shortly thereafter.   

 

Upon receipt of your letter, Guardian contacted Mr. ****** to discuss his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. ******’s concerns. Mr. ****** has expressed his complete satisfaction with this resolution.  

 

Thank you for allowing Guardian the opportunity to address and resolve Mr. ******’s concerns. Should you have any questions, please contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While away for military training my house (that was vacant) was robbed twice. I received a call from Guardian Protection Services. Apparently I had filled out a form for a tractor raffle and they were calling me as a part of that. I just thought it was perfect timing and had an authorized dealer come on to do the install.The only installation issue was the authorized dealer was a new company in the area and it took over 6 hours to do the install, mostly because it took 3 technicians and a help call to Guardian to figure out how to set the alarm up. I was under the impression I was in a 3 year contract that could be canceled by paying an early termination fee. I remember asking about canceling because I was only moving in to fix up the house to sell (It was on the market at the time the installation was occurring).After a year of service it was time for me to move out because of the military. I called guardian to disconnect my service and the guy told me it would over 2,250.00 dollars to get out of my contract. I was shocked (literally) to hear this. At first I thought about moving the service to my new location, but soon realized that would cause a fee plus an extension of my contract. I didnt do this and havent had much contact with guardian until today (08/05/2013) when I called to see if maybe their business model has changed. While on the phone with guardian today I was told that I would have to (1) pay for every remaining month on the contract at full price and (2) pay an extra charge for terminating early. This is so frustrating to me because an E4 in the military could never be able to afford to get out of this contract. If I would have known the service was for 5 years and there was no early cancelation I would have never signed a contract to put it in a house that was UP FOR SALE.

Desired Settlement: I would like to cancel my service and have an affordable settlement. I have tried twice to work with Guardian on canceling my service, but they will not budge. Paying the full price for every remaining month plus an early termination fee for a 5 year contract is predatory in my eyes. Guardian should have better trained and more honest installation technicians. I shouldnt have to second guess whether the guy presenting the contract to me is lying or not at least not at a reputable company.

Business Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Mr. ******* for his business as well as his military service to protect our nation.   

 

For background, Mr. *******’s account came to Guardian by way of an entity known as ******** *****. ******** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for selected customers of ******** *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ******** *****, including security evaluations, sales processes, installation practices or any other aspects of ******** *****’s business. All authorized dealers, including ******** *****, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss his concerns directly. In a genuine effort to assist Mr. ******* and in order to facilitate swift resolution, Guardian has agreed to discount the termination fees necessary to cancel Mr. *******’s account. Mr. ******* has accepted Guardian’s offer and has expressed his satisfaction with this resolution. Guardian extends its best wishes and thanks to Mr. ******* for the opportunity to serve his security needs.   

 

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

 

Sincerely,  

 

**** ****, Manager

Customer Service Department 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 22, 2012 my husband and I were approached by a salesman selling Guardian Protection Services. We agreed that it sounded like a good deal and we agreed to the services. In filling out the contract our salesman indicated there would be a 60 month contract to which my husband replied we would never agree to. Our salesman told us he could do it without the contract and indicated in the special conditions section of the contract that there would be no 60 month contract. Upon having our service relocated to our new address a few months later we found out that was not correct and that we were indeed locked into a 60 month contract. We talked to customer service and were contacted by our salesman who apologized and told us that our monthly fee would be reduced but there was nothing they could do about the contract. Our rate however never decreased. I don't remember who but someone along the way told us that there was a $250.00 to cancel the service. It is not indicated that way in our contract. After awhile we decided to cancel the contract and pay the cancellation fee only to find out that to cancel our service we would have to pay the monthly fee for the remaining months on the contract.While I understand that we had personal responsibility to check out the details of the contract I feel like it was misrepresented to us from the beginning. We never would have agreed to it if we had not been told by the salesrep that we would not be tied into a 60 month contract. So with his deception we find ourselves locked into a contract we did not want to begin with and no way out without paying for 60 months of service. I also understand that Guardian cannot control what their authorized dealers and their representatives tell prospective clients but they should do something to control it. And they have not seemed very interested in making it right with us. They have us locked in and they don't seem to care about honoring what we were originally told.

Desired Settlement: We would like to be released from our contract.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and assist in facilitating resolution.     

 

Please note, Mr. and Ms. ******’s account came to Guardian by way of an Authorized Dealer known as ***** ****. As such, all aspects of the******** sales transaction took place directly between ***** **** and the *******. In order to establish a Guardian account for Mr. and Ms. ****** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***** ****. All such required paperwork was provided thereby facilitating activation of the *******’ services and subsequent billings. Please note that ***** **** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** ****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** ****, including security evaluations, sales processes, installation practices or any other aspects of ***** ****’s business. All authorized dealers, including ***** ****, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.     

 

Upon receipt of your letter, Guardian contacted Mr. ****** to discuss this matter directly. As a result, the parties were able to reach a mutually agreeable resolution to the *******’ concerns to which Mr. ****** has expressed his complete satisfaction. Guardian is pleased to retain the ******* as customers and will work diligently to earn their trust in the services we provide.  

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was conned into a 3 year contract when I only had a 2 year rental agreement. Why would I sign a contract for a system that was previously installed in my residence prior to renting? And for longer than my rental agreement? Have called numerous times to cancel service as we have since moved. Notes ALL over the account as well as legal recordings stating I did NOT agree to a contract. Even continue to receive bills monthly after stating in the bill they are not continuing service in that residence. Should make for an interesting court case for harassment and illegal contract baiting.

Desired Settlement: Account cancelled and cleared. It's really not difficult Guardian. You aren't providing a service, yet still requesting payment and refuse to acknowledge the recordings where no contract was mentioned. I am certain the local press will love the fact you are attempting to scam veterans. All information regarding this fraudulant account will be posted on all social media if not resolved in a timely matter.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to respond to Mr. *****’s concern and assist in clarifying this matter for all parties.   

 

Guardian’s records indicate that Mr. ***** contacted Guardian at 2:57pm on June 25, 2012 to inquire about his engagement of Guardian’s services. Guardian’s representative assisted Mr. ***** by explaining the monthly fee of $34.95 and the thirty six (36) month initial term.  Mr. ***** indicated he would call back after consideration. Upon contacting Guardian again, Mr. ***** indicated he wished to proceed with engagement of Guardian’s services. Mr. ***** provided information to enable Guardian to send him the required paperwork; this occurred on June 27, 2012. At that time, Guardian provided Mr. ***** with his Monitoring Agreement, which defined and memorialized the terms, conditions and obligations of each party.  Mr. ***** reviewed and executed the Agreement thereby acknowledging his acceptance. Please note the term of the Agreement is highlighted in a separate section under “Special Conditions” and indicates the following: “Notwithstanding anything to the contrary in this Agreement, the initial term of this Agreement is thirty-six (36) months. Customer declined Extended Repair Agreement. Monthly fees include Interactive Services.” Mr. ***** affixed his initials and signature in various locations throughout the form to memorialize his acknowledgement and acceptance of the terms.   

 

Eight months later in March 2013, Mr. ***** advised Guardian that he would be moving from the premises and requested the cancellation of his account. Guardian’s representative informed Mr. ***** that he remained within the initial term of his Agreement whereby an early termination fee would apply. Mr. ***** expressed that he “did not realize that he signed a thirty six (36) month agreement”. Guardian provided several options available to customers who are moving; these were provided to Mr. ***** in an effort to assist him in fulfilling his obligation under the Agreement. Regretfully, Mr. ***** declined each offer presented by Guardian. In good faith Guardian also offered to accept a significantly reduced early termination fee; unfortunately Mr. ***** declined.  

 

During the next several months, Guardian made numerous attempts to contact Mr. ***** in an effort to assist. When calling Mr. *****, a message was received which indicated Mr. ***** was not accepting calls. Upon receipt of your letter, Guardian again made several additional attempts to contact Mr. ***** via the email provided in his complaint (which is the same email he provided to Guardian during the initial activation of his service).  Regretfully, Mr. ***** has not responded.  

 

A thorough investigation of Mr. *****’s account evidences the fact that Mr. ***** reviewed and executed the Agreement of his own free will in order to engage the services he wished to receive from Guardian. With all due respect intended, Guardian submits that all of the assertions in Mr. *****’s complaint are false. Please understand that Guardian made an investment to activate and provide said services as requested by Mr. ***** and at all times Guardian has fulfilled its obligations as defined in Mr. *****’s Monitoring Agreement.  It is not unreasonable for Guardian to anticipate that Mr. ***** would reciprocate by honoring his obligations as defined in his Monitoring Agreement. Additionally please note that Section B of Mr. *****’s Agreement also specifically provides specific definition in the event of the customer’s move or departure from the premises and states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.” 

 

Guardian is a fair and reasonable company and is willing to work with Mr. ***** to process the cancellation of his account. In order to do so, Guardian requires direct contact from Mr. *****. Mr. ***** may contact me at ###-###-#### at his convenience to finalize this matter.  I am available Monday through Friday from 7:30am to 4:30pm EST.   

 

Thank you for the opportunity to provide clarification and respond to Mr. *****’s letter.  Please feel free to contact me with any questions or concerns. 

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never entered into a contract with this company. A former tenant did. My name was forged onto the paperwork by the agent for the above company or the tenant. I had never had any contact with the named company until they turned me in for collections. This is the first contact with them. The signature they produced is obviously not mine. They also had my SS# and date of birth. I believe there is fraud and ID theft involved with this company and / or their agent. I have contacted them, got bounced arround and told that they had my signature, which they do not and they hold me responsible. I am taking legal action.

Desired Settlement: I want my collection debt they claim I owe dimissed and a retraction on the credit bureus.

Business Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Mr. *******’s complaint and resolve any confusion or concern.     

 

A thorough review of this matter revealed that Mr. *******’s account came to Guardian by way of an authorized dealer of Guardian known as *** Security (“***”).  As such, all aspects of Mr. *******’s sales transaction took place directly with ***. In order to establish a Guardian account for Mr. ******* and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Mr. *******’s services and subsequent billings. Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Pursuant to Mr. *******’s request, Guardian has cancelled his account and discontinued 24-hour monitoring and related services. Mr. ******* will receive no further billing statements from Guardian. Further to Mr. *******’s request, Guardian has requested that the third party firm confirm any information that may have been reported to any credit authority and append such information with the fact that the account has been satisfied in full.  

 

Guardian has also provided a copy of Mr. *******’s complaint to *** and requested their prompt attention to resolve any additional concerns. In the meantime, should Mr. ******* desire to contact *** directly, they may be reached at:  *** ********* **** ** ********* ***** ***** **** ***** ******* *****.   

 

I am hopeful that the above information has assisted to clarify this matter for all parties.  Should you have any questions, please contact me directly at ###-###-####. 

 

Sincerely,  

 

**** ****, Manager

Customer Service Department

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Problems with Product/Service
8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were having false alarms with our home security system, alarming at all hours of the night while we were home and asleep. Contacted Customer Service Department and was told that there was a problem with the communications PCB(printed circuit board) or the wireless communications itself. They gave us instructions on how to down-power the system, disconnect the battery back-up and remove all AC power so that the alarms would stop. They advised us to call back in the morning to schedule a service call. We called back and went through the whole description again and was told the next available appointment was nearly 10 days out on August 12th, between noon and 5 P.M.August 12th came and at 5:30 there was still no response. I called Customer Service again and was advised that they would look into and call me right back after confirming my phone number.This is August 13th, and still no response from anyone, and the security system has been down now for nearly 2 weeks.This the poorest Customer Service I have ever received and would like instructions on how to cancel my contract as they have failed to uphold their obligations.

Desired Settlement: Refund of one month of monitoring charges and void balance of contract.

Business Response:

Thank you for forwarding Mr. ********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to Mr. ********’s concerns. 

 

Subsequent to receipt of your letter, Guardian conducted onsite service at Mr. ********’s residence at which time the cellular transmitting device was replaced at no charge to Mr. ********. Prior to departing the residence, the technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station. Additionally, as a courtesy Guardian has applied a credit to Mr. ********’s account equal to two months of monitoring service. Mr. ******** has expressed his complete satisfaction with the resolution.  

 

Guardian apologizes to Mr. ******** for any inconvenience related to his recent need for onsite service. Guardian values Mr. ******** as a customer and appreciates the opportunity to serve his security needs. 

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department

Consumer Response:

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

 

Regards,

 

 

******* ********

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am desperate to cancel a contract that a young man sold to me door to door in 2010. I was told that they would install a system for free and then they would be able to use our home throughout the neighborhood as an example so they could sell other systems. A local group locked me into a contract including installation within an hour by the owners son. (******)
It wasn't until I called the local number I had from 2010 to request a disconnect of services....but could not reach anyone. (I had been given the name of ***** ***** as owner of ***** ***** with the local # in ***** **** of ###-###-####.)
The Charismatic Salesman (named **** w/***** ***** ###-###-####) was the one pushing for the sale .1 reached disconnects locally I then called Guardian from a logo at the top of a Document & was told that my contract was with Guardian Protection Services out of Warrendale PA. and that the contract was for 5 years and not 3 as I had understood.
When I told a lady on the phone that the system had never been activated she noted that It obviously hadn't and there was only one occasion that police came to our home and that was when a Grandson visiting from Wyoming accidently pressed a button on a key chain that we forgot was there. She promised to get back to me but never did.
The enclosed letter notes our Financial SS Situation to the Company sent over a year ago and begging for cancellation. I felt a local company would easily understand and they would cancel a contract for a system that had never been used. How could one exception possibly hurt a large company? My checking account has continued to be charged $ 43.99 every month for now into a 3rd year.
Contacting them again in early July they sent a letter stating an early buyout would be another $615. A letter to that effect is enclosed, since then they have taken another monthly fee out of my checking account which they do on the 27th of every month‘.
Is there anything at all that can be done about this? I would so appreciate your time to look over these papers and advise.

Dear Sirs,
Recently I called your Company asking for cancellation of our Services with your Company as I knew that I had completed this month what I understood to have been a two year commitment. In that conversation with one of your service agents I learned that your company understood our commitment was for five years and that there would be a penalty of thousands and thousands of dollars.
May I explain what our situation is. We had a system installed in our home in 2008 with a company that promised everything was free and that our home would simply be held up as an example in our neighborhood for future sales. For the two years after that we had never used the system once because of fears that we would accidently set the alarm off and be unable to disarm it and stop police response. We had gone from a company out of **** County and apparently been sold to *** out of ***.
When a very charismatic sales person from a local company approached me while working in the yard about his system...I explained that we had a system already that we did not use in two years. I suspect I was considered to be vulnerable because a few weeks later **** returned and had a new story that his system was superior and that he had some key bob things where we could easily alarm and disarm from our drive way. Before I knew it he called a technician in to make the switch. Soon after I tried the car thing once only to feel again the fear of use. One time last summer an out of town person borrowed my car and keys and his five year old pressed the button and brought the police with the need for assurance that we were O.K.
I had been told that I was signing up for a year with your company then in 2011 cailed to my salesmans local number to cancel the service from the only document I had in my file. It turned out to be a cancellation notice document referring to a cancellation within the first 3 days of signing on the back I had written local #'s for ***** ***** Owner, Tech ****** and Salesman ****.
I was never given nor would I have signed up for a five-year agreement.
(The copy of a document, which your company just sent me was never presented to me and I discovered, did not even contain a correct birth date.) The questions must have been verbally asked and signed by someone else, but we have neither the money or the energy to obtain a lawyer and fight it.
Regardless, without ever complaining about the additional year of monthly payments wihile never using your system,..! had simply called for cancellation at the month I knew to have been fulfillment of TWO YEARS payments. You can imagine my shock at the discussion that followed.
My husband and I are on Social Security and I was diagnosed this year with Macular Degeneration and He with Type 1 diabetes at High medical costs. There is simply no more money available to continue and so I ask for mercy & immediate cancellation for the time we thought was obligated?
We would so appreciate your kindness and sincere understanding for what transpired and what is obviously a very painful request? If you need to send someone for return of any equipment we would gladly oblige. I eagerly await your response.

Desired Settlement: To be released from contract

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Ms. ******’s concerns.   

 

As background, please note Ms. ******’s account came to Guardian by way of an Authorized Dealer known as ***** *****. All aspects of Ms. ******’s sales transaction took place directly between ***** ***** and Ms. ******. The installation of Ms. ******’s system was also performed by ***** *****. Guardian serves as the 24-hour monitoring service provider to respond to signals transmitted and received from Ms. ******’s system.  In order to establish a Guardian account and activate Ms. ******’s 24-hour monitoring services, Guardian requires certain paperwork from ***** *****. All such required paperwork was provided thereby facilitating creation of Ms. ******’s account with Guardian and activation of her services and subsequent billings.  

 

Please also note that ***** ***** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***** *****. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***** *****, including security evaluations, sales processes, installation practices or any other aspects of ***** *****’s business. All authorized dealers, including ***** *****, agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Ms. ****** has requested that Guardian terminate her 24-hour monitoring services. In light of Ms. ******’s unique circumstances, Guardian has agreed to honor her request. Upon receipt of Ms. ******’s written authorization, Guardian will process her account for cancellation and she will be relieved from all further obligation. Upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Ms. ******’s system.  Additionally, Ms. ****** will receive no further billing statements from Guardian.  Ms. ****** has expressed her complete satisfaction with this resolution.  

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department 

Consumer Response:

As of August 21, 2013 my complaint against Guardian Protection Services in Warrendale PA has been happily resolved.  My previous Letters had fallen on deaf ears with no possible way to get beyond the initial request.  My last communication with them told me the only way out of a contract for a security system that had never been used in 3 years was to pay over $600.   

 Their was a local news story on TV in **** **** ***** ** with them admitting that their # 1 Complaint was about Security Systems.  In Desperation when it looked like nothing else would free me of this obligation I sent a letter to our local BB.  Ultimately they knew exactly the path to pursue and I am so grateful.    

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with Guardian Protection Services on July 7, 2010. I paid the company $49.00 installation fee and was locked in for three years at the rate of $41.99 per month. I had a break in before the service was canceled and the new security company I hired found out that Guardian Protection Services had not activated any remote sensors in the system. For three years I was under the belief that all windows and doors were covered. I believe they owe me for the un-activated sensors in which I paid for. My question is, do I have grounds for a complaint.Thank you for your time, ******* *****

Desired Settlement: Settlement for the five windows not covered for three years.

Business Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian welcomes the opportunity to address Ms. *****’ concerns.       

 

For background, Ms. *****’ account came to Guardian by way of an Authorized Dealer known as *** Security (“***”). As such, all aspects of Ms. *****’ sales transaction took place directly between *** and Ms. *****. The installation of Ms. *****’ system was also conducted by ***.  In order to establish a Guardian account for Ms. ***** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***. All such required paperwork was provided thereby facilitating activation of Ms. *****’ services and subsequent billings.  

 

Please note that *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ***. Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business. All authorized dealers, including ***, agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.   

 

Guardian’s records indicate Ms. ***** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with *** on July 17, 2010 for an initial term of three (3) years. A review of Page 2 of Ms. *****’ Agreement reveals a description of each zone to be monitored in Ms. *****’ home as well as a designation whether each sensor was pre-existing or to be newly installed by ***. Ms. *****’ Agreement indicates that six (6) pre-existing door and/or window sensors were being activated by ***. Furthermore, at the time of installation, the *** technician conducted comprehensive testing by activating each security device to transmit signals to Guardian’s Central Monitoring Station. Guardian records show that each device, including the above-referenced door and/or window sensors, were properly tested and a signal was received by Guardian.   

 

Ms. *****’ system was programmed to transmit routine monthly test signals to Guardian’s central monitoring station. Records indicate that subsequent to installation and activation, Guardian received the monthly test signals at the expected interval from Ms. *****’ security system until cancellation of her account on July 17, 2013 at her request. This fact indicates the system was functioning properly and was capable of transmitting alarm signals. It is noteworthy that during this timeframe, Guardian responded to a number of system activations whereby alarm signals were received from window and/or door contacts and Guardian responded by contacting Ms. ***** or Ms. *****’ emergency contacts. Guardian’s response to Ms. *****’ system activations further demonstrate that Ms. *****’ system was operating as designed and that she received the services to which she engaged *** and Guardian to provide.   

 

Guardian’s records also reveal no indication of any trouble alerts from Ms. *****’ system to suggest any system issue existed, nor could Guardian find a record of Ms. *****’ expressing concern related to door or window contacts or a request for additional coverage in her home. In fact, Guardian was unaware of Ms. *****’ concerns until receipt of the subject complaint. Had Ms. ***** informed Guardian of concerns regarding the operation of any aspect of her system, Guardian would have been pleased to schedule a service appointment to conduct an evaluation and make any necessary repairs to ensure perfectly functionality.   

 

Respectfully, Guardian cannot accommodate Ms. *****’ request for reimbursement. Guardian’s findings are that it took measures consistent with excellent customer service without exception in an attempt to service Ms. *****’ account and respond to her alarm conditions. Through the course of its dealings with Ms. *****, Guardian fulfilled all obligations under the Agreement.   

 

It is my hope that this letter has sufficiently addressed all questions related to this matter.  Thank you for the opportunity to provide Guardian’s response to Ms. *****’ complaint. Should you have any questions, please contact me directly at ###-###-####. 

 

Sincerely,  

 

**** ****, Manager 

Customer Service Department 

Consumer Response:

When I had *** ********** ******* install my security system after Guardian. They found that all of the remote sensors in 4 windows were never activated by  Guardian Protection Service.   My dining and living room windows has one stationary panel and two sliding windows.  Only one sliding window in each of these rooms were activated. The other half was not.  The battery in each was dead and did not show on my control panel.  Also, my shed was not activated by remote control from the controlling panel either.  For three years I was under the impression that all windows and doors were activated which they were not.  Guardian owes me partial refund for this.

Thank you, ******* *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1.Incident 1 on 12/24/12 while I was out with my family shopping on Christmas Eve, we get a phone call from Guardian Control Center because an alarm triggered that someone was possibly in the house while we were away. Guardian contacts the local police while we rush home. When I get home I identify myself as the home owner and I disarm the system so the police can search for possible intruders. With guns drawn, the police search every inch of the house and find nothing. I was told I had to register my alarm system with the police department at the fee of $10.00.we talk with Guardian Control Center and we were told the alarm was the motion detector located in the foyer. 2.Incident 2 on 6/15/2013 we get another call from Guardian Control Center saying we have another possible intrusion. So, I gather up my family to race across town to meet-up with the police only to find once again another false alarm after the police search the house from top-to-bottom. Only this time, I will be fined for the false alarm. So, I call Guardian Customer service to dispatch a service technician to inspect the system. Each service call is also a fee of $25.00. It was explained to me that if I had not made any modification to the dry-wall or any type of modification that would affect the system, I would not be charge the $25.00 fee. Guardian comes out, finds that the problem is their system and replaces the motion detector in the foyer. My home is a new build and I have not made any modification, but I was still charged $25.00. Several days later I notice that now, whenever I walk in front of the motion detector in another zone, it beeps twice at the control panel. Called Guardian back and explained the problem and they would dispatch another tech at the fee of another $25.00 dollars because the attempt to repair the problem remotely did not work.3.Incident 3 on 7/7/2013 prior to the technicians scheduled appointment to fix another problem with the system. We received another call from Guardian Control Center for another possible intrusion while in church service. The police come out but they do not wait for us to return home to search inside as they have in the prior incidents. Each incident occurs when NO ONE is in the home.So I call Guardian back again to explain the on-going problem to a supervisor. They ask if they could dispatch another technician for another $25.00. I declined and asked to be released from the contract because their system has proven to be unreliable and the fees associated with their problem are becoming unbearable for me financially. I was told that I would have to pay $1,800 to be released from the contract or I can sign for an extended contract and they would install another motion detector with a built-in camera that would also double my monthly monitoring fees.

Desired Settlement: I would like for Guardian to dispatch a technician that will come-out and remove their system from my home as well as be released from the contract we agreed on when I purchased my home. I feel that their offer of to fix the problem by installing another device as well as doubling my monthly monitoring fees is an insult to injury. Their system is supposed to protect my home and give me a piece of mind that when I am away from my home that my family and belongings are protected. What I have received is mounting fees for false alarms from the Police department as well as mounting fees from Guardian for coming out to service their faulty system. Not to mention the time away from work that I have to be home for them to access the system to try and repair it. I would like to also mention that the schedule technicians for our 7/19/13 appointment DID NOT show-up, so I am schedule for another weekday appointment that I will have to take off yet again. Totally unacceptable for a service we so d

Business Response:

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

 

Mr. ******’ letter expresses concern regarding false alarms which has resulted in unnecessary police response and has requested the cancellation of his account. Upon receipt of your letter, Guardian made a number of attempts to contact Mr. ****** to discuss his concerns directly.  Regretfully, Guardian has been unable to reach Mr. ****** to date.   

 

Guardian has conducted a thorough review of Mr. ******’ account and his concern regarding police response to alarm signals received from his residence. Our records indicate that between December 24, 2012 and August 5, 2013, Guardian received intrusion alarms from the ****** residence on six (6) distinct occasions. In response to each alarm event, Guardian immediately called the premises and attempted to reach an authorized party to verify status prior to notifying the authorities. During three (3) alarm events, Guardian was able to reach an authorized party who provided the security password and confirmed the event to be false in nature. During the remaining three (3) alarm situations, Guardian was unable to reach Mr. ****** or his emergency contacts to determine whether the alarm was an actual emergency and therefor notified the local Police Department in the best interest of the safety and security of the customer.  

 

The review revealed that Guardian’s central monitoring station took the appropriate steps and actions consistent with the best interest of the customer’s life safety in mind when responding to emergency alarm notifications received from Mr. ******’ residence.  Upon receipt of a Burglary/Unauthorized Intrusion Signal Event, Guardian’s Central Station operators’ initial concerns deal with executing timely response to reach an authorized party. Central Station personnel have no way of knowing whether the alarm is an actual emergency in progress or a false alarm unless they can reach an authorized party.  The actions taken by Guardian in response to the alarm conditions received from Mr. ******’ system included, in this sequence: a) contact the premises to reach an authorized alarm user who could provide the security password and inform Guardian whether the condition was an actual emergency or a false alarm, b) being unable to reach an authorized party at the premises, notify the local authority of the alarm condition and the address, and c) notify the parties listed in Mr. ******’ emergency contact list. These actions were appropriate and consistent with alarm handling protocol set forth throughout the security industry. Although the outcome of such false alarms ended up being problematic, had there been an actual emergency in progress, Mr. ****** would have surely been pleased with Guardian’s response time, accuracy and protocol.   

 

Mr. ****** has expressed concern that the false alarm events were the result of faulty equipment. Our records indicate Guardian conducted onsite service at Mr. ******’ residence on June 17, 2013 at which time Guardian’s technician replaced the foyer motion sensor. Prior to departing the residence, Guardian’s technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.  

 

On July 7, 2013, Mr. ****** informed Guardian that the basement motion sensor was emitting a chime and requested Guardian’s assistance in disabling that feature.  Guardian attempted to remotely access Mr. ******’ system to disable the chime, but was initially unable to connect to the security panel. Guardian left a voicemail message for Mr. ****** indicating the remote access had been unsuccessful and suggesting onsite service may be necessary.   

 

Mr. ****** contacted Guardian in response to the voicemail message and scheduled a service appointment for July 19, 2013. During that conversation, Mr. ****** inquired about options to cancel his Guardian account. Guardian’s representative informed Mr. ****** that an early termination fee would apply as he remained within the initial term of his Agreement. In an effort to address Mr. ****** concerns regarding the motion sensor, Guardian’s representative indicated the sensor could be replaced with a different device, the sensor could be relocated, or Mr. ****** may elect to upgrade to interactive services and utilize a motion sensor/camera device.  Mr. ****** expressed interest in interactive services and asked if the upgrade could be accomplished during the service appointment on July 19, 2013.  

 

Prior to the service appointment, Guardian made a second attempt to remotely access Mr. ******’ system on July 15, 2013. Guardian successfully connected with Mr. ******’ security panel and reprogramed the basement motion sensor to discontinue the chime feature. 

 

Unfortunately, Guardian’s technician was ill and unable to attend the service appointment scheduled for July 19, 2013. Upon closer review of Mr. ******’ account, it regretfully appears that Mr. ****** was not informed that the appointment would be rescheduled until several hours after the technician’s scheduled arrival. Guardian sincerely apologizes to Mr. ****** for the oversight and for any inconvenience. Mr. ****** has since declined to reschedule the onsite service appointment.   

 

Mr. ****** has expressed discontent in the $25 co-pay assessed for onsite service conducted at his residence on June 17, 2013 and asserts he was informed the service would be conducted at no charge if the damage was determined to be the result of normal wear and tear. Guardian has reviewed its records including all recent telephone interactions with Mr. ******. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.)  As a result, Guardian has confirmed that Mr. ****** agreed to remit payment of the co-pay for the service appointment conducted on June 17, 2013 and was further informed that any damage resulting from remodeling or modifications to the system would be subject to Guardian’s standard service rates. As such, Mr. ****** was properly invoiced the $25 co-pay pursuant to the Extended Repair Agreement set forth in the terms of his Agreement. Notwithstanding, in an effort to earn Mr. ******’ satisfaction, Guardian has applied a credit to his account in the amount of $25 for the co-pay assessed after the service appointment conducted on June 17, 2013. 

 

Mr. ****** has requested that Guardian terminate his Agreement.  The initial term of Mr. ******’ Agreement is sixty (60) months from February 1, 2012. As Mr. ****** remains within the initial term, an early termination fee is required pursuant to the terms of the Agreement.  

 

As a preferred alternative to assist Mr. ****** and regain his confidence in his system, Guardian would be pleased to schedule a no-charge service appointment to evaluate, test and make any necessary repair to the system to ensure it is operating perfectly. To further assist Mr. ******, Guardian would be pleased to schedule the service appointment for an evening or Saturday in an effort to accommodate Mr. ******’ work schedule. Mr. ****** may contact me directly at the telephone number below to discuss his account and/or schedule such a technician.   

 

Guardian believes the above offer to be fair and reasonable and is hopeful Mr. ****** will concur. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Mr. ******’ satisfaction.    

 

I am hopeful the above information has assisted to clarify this matter for all parties.  Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. *****. 

 

Sincerely,  

 

****** **********, Supervisor

Customer Service Department 

Business Response:

August 19, 2013 

 

BBB of Western Pennsylvania 

Attention:  Jen Anglin 

400 Holiday Drive, Suite 220 

Pittsburgh, PA  15220 

 

 Re:      David ****** - Complaint #9630679 

                         

Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. ******’ additional concerns.  

 

Guardian understands Mr. ******’ concerns related to the false alarms he has experienced and sincerely desires to resolve this matter to his complete satisfaction. Subsequent to receipt of your letter, I was able to speak with Mr. ****** directly to address the issues set forth in his complaint. As a result, Guardian has scheduled an onsite service appointment to evaluate the motion sensor at no charge to Mr. ******. Said appointment is scheduled to take place on Saturday, August 17, 2013. As an additional gesture of good faith, a credit has been applied to Mr. ******’ account equal to two (2) months of monitoring service. Mr. ****** has expressed his satisfaction at this time.  

 

Guardian sincerely apologizes to Mr. ****** for any inconvenience and is pleased to have been provided the opportunity to resolve his concerns. Guardian values Mr. ****** as a customer and appreciates the opportunity to regain his trust in the services we provide.    

 

Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. 12323*****. 

 

Sincerely,  

 

****** **********, Supervisor  

Customer Service Department

Consumer Response:

I am very pleased with Guardian’s response as well as the explanation of services Guardian wanted to provide to resolve this issue. I met with ****, Guardian Technical support onsite representative and we went step-by-step as to what could be the problem and how to resolve it. So I was very pleased with the resolve. We are not sure how if this is the fix, but I feel a lot better knowing Guardian is working hard to make this work as well as earn my satisfaction and I must say, so far they are doing a wonderful job and I hope this will be the fix for the false alarms.

 

Thank you BBB for mediating as well as Mrs. ********** and **** of Guardian Protection for doing a great job in helping to fix the problem and resolve any past misunderstanding.

 

Sincerely,

 

 

**** ******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want guardian services to cancel my contract and refund all monies paid into this company. NO SERVICE!!! NO PAYMNET!!!

Business Response:

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

 

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

 

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

 

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

 

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

 

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

 

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

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department           

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1. Relocated to Virginia in October 2012 and had a phone services installed by *******.2. Contracted with Guardian Protection in February 2013 for a home security system.3. Started having intermittent outages (don't exactly remember when I started experiencing problems)4. After about seven days of no phone service, contact ******* and placed a service call. As soon as the technician saw that I had a security system connected to the line, he informed me that was the problem. In the ***** ****, VA area they use a CRV lite technology that do not support any alarm system except *******. I was told that if I had had the alarm system first, ******* would not have installed the telephone system because they knew if would not work.5. Contacted Guardian and explained the situation to them. The ******* technician also spoke with the Guardian technician and explained the situation and why it would not work and that I had not had security protection from day one.6. After the technicians conversation, I again spoke with the Guardian technician who started offering me other solutions that would involve me spending more money with getting a dedicated phone line with another service provider or extending the life of my contract. I told him that I was not interested in spending more money to make their product work in my home and that I would like to terminate my contract with Guardian. I was told that a early termination fee of $895 would apply (the life of the contract). I told him that I don't know why I should pay any money since their product never worked. He then told me that their only obligation when the service was installed was that I had a working line. It was not Guardian's responsibility to know of all the incompatibility issues that may come up. I said to him, then if it's not your responsibility, they why in the world with me as the consumer know this information. He then told me he would send me a final bill of $895. I told him thank you and that I would be turning the matter over to BBB.

Desired Settlement: 1. After I told Guardian that I would be contacting BBB, he told me that he would not cancel the contract and continue billing me for a service that is not working.2. I would like to cancel my contract for non compliance with Guardian without the $895 cancellation fee and be refunded all my money back to February.

Business Response:

Thank you for forwarding Ms. ***********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Ms. ***********’s concerns. 

 

For background, Ms. *********** transacted with Guardian on November 29, 2012 for monitoring services at her new residence. Ms. *********** commemorated her decision by executing a Sales and Monitoring Agreement (“Agreement”) with an initial term of 36 months. Ms. ***********’s system was activated on February 1, 2013. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be communicating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.  

 

On July 9, 2013, Ms. *********** contacted Guardian to report issues with her telephone lines and indicated that her telephone provider deemed the security system to be incompatible with her phone system. Guardian’s representative assisted Ms. *********** by conducting a real time test of the security system and confirmed that the system was indeed relaying signals properly.  

 

The following day on July 10, 2013, Ms. *********** contacted Guardian to request onsite technical service related to incoming telephone calls being dropped. Prior to scheduling a service appointment, Guardian’s representative quoted Ms. *********** its standard service rates. Ms. *********** disputed Guardian’s service rates and in a good faith effort to assist her, Guardian’s representative offered to waive the standard trip fee as well as the first ½ hour of service. Ms. *********** agreed and a service appointment was scheduled for July 17, 2013.  

 

On July 16, 2013, Ms. *********** contacted Guardian while a technician from her telephone provider was present in her home. The telephone technician indicated the telephone service would not support the security system as it was presently configured. Guardian’s representative confirmed that the security system is, in fact, operating and transmitting all signals properly. (Please note that Ms. ***********’s system is configured to send routine test signals to Guardian’s central monitoring station at certain monthly intervals. A review of her account reveals that all test signals were properly received and that Ms. ***********’s system is consistently communicating with Guardian’s central monitoring station.)  Notwithstanding, in a genuine effort to assist Ms. *********** in resolving the issue with her telephone provider, Guardian offered to install a cellular transmitting device which would allow the security system to transmit signals without the use of Ms. ***********’s telephone line. Ms. *********** declined Guardian’s offer to install a cellular transmitting device due to the cost associated with the equipment and the additional monthly fee for the service. Ms. *********** requested the cancellation of her Guardian account. Guardian’s representative informed Ms. *********** that an early termination fee would apply as she remained within the initial term of her Agreement. Ms. *********** expressed displeasure and cancelled her onsite service appointment scheduled for July 17, 2013.  The subject complaint was received shortly thereafter.  

  

Upon receipt of your letter, Guardian contacted Ms. *********** to discuss her concerns directly. During that conversation, Ms. *********** asserted that her security system has not operated properly since installation. Guardian assured Ms. *********** that the system is indeed operating properly and reiterated that all test signals from her security panel are being received by Guardian. Guardian understands Ms. ***********’s frustration; unfortunately it would appear the issue lies with Ms. ***********’s telephone service which is outside of Guardian’s control. In a good faith effort to assist Ms. *********** in resolving these issues, Guardian offered to provide and install a cellular transmitting device at no charge (a $425 value) and further offered to reduce the monthly rate for the service to $5/month. Ms. *********** indicated she wished to consider the offer and would contact Guardian with a decision.   

 

Guardian believes the above offer to be fair and reasonable and is hopeful Ms. *********** will concur. Guardian values Ms. *********** as a customer and will continue to make every reasonable effort to resolve these issues to her complete satisfaction.  

 

Thank you for allowing Guardian to address Ms. ***********’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.  

 

Sincerely, 

 

**** ****, Manager 

Customer Service Department 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Problems with Product/Service | Read Complaint Details