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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 13 factors. Get the details about the factors considered.

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

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 391 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

391 complaints closed with BBB in last 3 years | 131 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 41
Billing/Collection Issues 69
Delivery Issues 3
Guarantee/Warranty Issues 5
Problems with Product/Service 273
Total Closed Complaints 391

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.

Customer Reviews Summary Read customer reviews

9 Customer Reviews on Guardian Protection Services Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 9

Additional Information

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

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://hicsearch.attorneygeneral.gov/
Phone Number: (888) 520-6680
Fax Number: 717-787-8242
The number is PA009679.

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
Home Security & Burglar Alarms Pennsylvania Home Improvement Consumer Protection Act

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    11 Penns Trl Ste 400

    Newtown, PA 18940

  • THIS LOCATION IS NOT BBB ACCREDITED

    11500 Metric Blvd Ste 210

    Austin, TX 78758

  • 174 Thorn Hill Rd

    Warrendale, PA 15086 (724) 741-0102

  • THIS LOCATION IS NOT BBB ACCREDITED

    20800 Southfield Rd

    Southfield, MI 48075

  • THIS LOCATION IS NOT BBB ACCREDITED

    2520 Whitehall Park Dr Ste 400

    Charlotte, NC 28273

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Delaware Ave
    Ste 101 and 102

    Millsboro, DE 19966

  • THIS LOCATION IS NOT BBB ACCREDITED

    4013 Vincennes Rd

    Indianapolis, IN 46268

  • THIS LOCATION IS NOT BBB ACCREDITED

    4710 Eisenhower Blvd Ste F1

    Tampa, FL 33634

  • THIS LOCATION IS NOT BBB ACCREDITED

    510 Mccormick Dr Ste F-G

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    5253 Prue Rd Ste 300 Bldg 3

    San Antonio, TX 78240

  • THIS LOCATION IS NOT BBB ACCREDITED

    5401 Ashley Cir Ste A

    Austintown, OH 44515

  • THIS LOCATION IS NOT BBB ACCREDITED

    8475 Helgerman Ct

    Gaithersburg, MD 20877

  • THIS LOCATION IS NOT BBB ACCREDITED

    9852 Windisch Rd

    West Chester, OH 45069

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold my house and Guardian is telling me that I'm responsible for my contract for the next 27 months which equates to $1,350.00. I was told the only way I wouldn't have to pay is if a). The new buyers took over my contract (chose to use Guardian Protection for their home security), b). I temporarily suspended my account and use Guardian at my new residence (our new home won't be built until September 2016, plus I'm not happy with their service and will not use them again), c). I could refer a friend to use Guardian. I cannot believe how Guardian doesn't have a clause for people who sell their homes a d not strap them into the remaining balance. Any assistance you could provide would be greatly appreciated. Thank you

Desired Settlement: Not be responsible for paying 27 months of home security protection for a home I no longer own.

Business Response: February 4, 2016

Better Business Bureau
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ******* ** ******* – ID #********

Dear Ms. *****

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

For background, Mr. ******* moved from the monitored premises with twenty-seven (27) months remaining in the initial term of his Agreement. While Guardian was unable to simply cancel Mr. *******’s account, Guardian presented Mr. ******* with a number of options to assist him in fulfilling his obligation under the Agreement. For example, Guardian offered to transfer monitoring services to Mr. *******’s new home, or to a friend or family member. Alternatively, Guardian explained that should the new homeowner/tenant elect to activate monitoring services under a new Agreement, Mr. ******* would be relieved from all remaining obligation. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ******* to review his concerns directly. During that conversation, Guardian’s representative reviewed the options previously presented to him. Mr. ******* stated none of the options were acceptable to him. Guardian’s representative explained that in order to cancel the account, an early termination fee is required. Guardian’s representative explained that amount to be $1,298.70 however, in a genuine effort to bring swift resolution to this matter, Guardian would agree to accept a drastically reduced early termination fee of $500.00. After considering the offer, Mr. ******* contacted Guardian and agreed to remit the reduced early termination fee on February 24, 2016.

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

Sincerely,

Kathleen V****, 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,

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

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased service through guardian protection services when I bought my home in the summer of 2012. The equipment and installation was previously purchased and in place by the previous occupant. The guardian serviceman came to my home and turned the service on for my use. I signed a paper to show that the representative arrived to my house, turned on the service, and provided instruction on how to use the keypad. The following months, the service had become a nuisance. I had a door that would not securely latch at all times, and the police had been repeatedly alerted to go to my residence when I was at work. I was then interrupted at work to speak with Guardian. In addition, I hosted parties where fog machines were used, and the fire alarm could not be silenced. This problem occurred twice, and the only way to silence the fire alarm was through Guardian. The last time I spoke with them, I asked for my service to remain suspended due to these problems. I learned today that I have a balance and was under a contract for "monitoring." I do not believe this to be true when I could not keep services due to the problems I was encountering. The police cannot or should not be distracted by a faulty alarm system, and the alarm system was ruining the time I was hosting parties for my guests on two occasions in which I COULD NOT silence it myself because it was a fire alarm. However, the representative at Guardian states that they do not have any calls from me, however, they called me multiple times in 2012, and I called them several times as well. Instead of resolving my issue, they want me to pay for months of service that I didn't even have it. I need the balance removed from my credit. I also recommend that they attempt to resolve alarm problems that result in the unnecessary time and investigation of the police.

Desired Settlement: my desired outcome is that the balance is removed from my credit report. Thank you.

Business Response: January 21, 2016

BBB of Western Pennsylvania
Attention: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

Re: ******* *********** - Complaint #********

Dear Ms. ****:

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.

Our records indicate Ms. ***********’s initial transaction with Guardian occurred on June 8, 2012 at which time she executed a Monitoring Agreement (“Agreement”) to engage monitoring services. The initial term is designated as twelve (12) months. Ms. ***********’s existing system was activated by Guardian on July 3, 2012.

Ms. ***********’s letter asserts she experienced false alarms from a door which did not properly latch, thus generating unnecessary police response due to a “faulty alarm system.” She has also “recommended” that Guardian “attempt to resolve alarm problems that result in the unnecessary time and investigation of the police.”

With all due respect, Guardian is unable to control circumstances such as a faulty door at the premises which affect the operation of the system. Notwithstanding, had Ms. *********** informed Guardian that the door latch was defective and generating false alarms, Guardian would have assisted her in bypassing that door sensor until such time that she could have made repairs to her door. Additionally, Guardian’s records indicate no trouble alerts from this door sensor to indicate a “faulty alarm system.” To the contrary, whether the door was opened purposely or became ajar due to a defective latch, our records indicate the device properly detected all signals.

Ms. *********** has also expressed discontent related to unnecessary police responses. Guardian’s records indicate the police were dispatched on three (3) occasions.

1. On September 16, 2012, Guardian received a “duress” signal, immediately followed by an intrusion signal from the “rear slider” door. A “duress” signal is designed to notify Guardian that a user needs immediate police assistance without alerting a third-party who may be present at the monitored premises. A pre-determined code is entered by the user at the keypad which results in the system being disarmed but also immediately notifies Guardian that assistance is needed. Accordingly, upon Guardian’s receipt of the “duress” signal from Ms. ***********’s system on September 16, 2012, Guardian immediately contacted the local police department. After thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms. ***********’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type.

2. On September 25, 2012, Guardian received an intrusion signal from the “rear slider” door. Pursuant to the Emergency Notification Call Sequence instructions provided by Ms. ***********, Guardian attempted to contact Ms. *********** on three (3) different telephone numbers to verify whether the signal received was false or actual. After being unable to reach Ms. *********** via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms. ***********.

3. On February 3, 2013, Guardian received an intrusion signal from the “front door.” Pursuant to the Emergency Notification Call Sequence instructions provided by Ms. ***********, Guardian attempted to contact Ms. *********** on three (3) different telephone numbers to verify whether the signal received was false or actual. After being unable to reach Ms. *********** via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms. ***********.

Based on the above information, we have determined that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.

Ms. *********** has also asserted that she experienced two (2) false alarm events related to the smoke detection device in the home which were the result of the use of a fog machine in her home. Guardian has carefully reviewed its files and only has record of one event, on October 19, 2012, at which time Guardian received an alert from Ms. ***********’s 2nd floor smoke detector. Immediately upon receipt of the signal, Guardian contacted Ms. *********** and was informed that the fog machine had tripped the smoke detector. Ms. *********** requested assistance in powering down the system however disconnected the call before Guardian’s representative could provide further assistance.

On November 27, 2012, Guardian spoke with Ms. *********** regarding the status of her account. Ms. *********** disputed receipt of monthly billing statements, stating she’d had services “shut off” due to the false alarm from the smoke detector on October 19, 2012. Guardian’s representative transferred Ms. ***********’s call to another department for further assistance, however the call was abruptly disconnected.

On January 11, 2013, Guardian spoke with Ms. ***********’s husband, Mr. ******* ******, who stated he believed the account had been cancelled. Guardian’s representative explained that the account remained active and within the initial term of the Monitoring Agreement. Mr. ****** stated Ms. *********** would contact Guardian directly to discuss this matter further.

On January 28, 2013, Guardian spoke with Mr. ****** who again disputed receipt of invoices for monthly services, stating Ms. *********** had cancelled the account in October 2012. Guardian’s representative reviewed the phone call which took place with Ms. *********** on October 19, 2012 (please note that all telephone calls and customer interactions are recorded) and explained that no cancellation request was discussed at that time. Mr. ****** stated they no longer use the security system and requested to cancel. Guardian’s representative explained that Ms. *********** remained within the initial term of her Agreement and the account could not be cancelled absent payment of an early termination fee.

On March 4, 2013, Guardian placed Ms. ***********’s system out of service due to the status of her account.

Guardian received no further contact from Ms. *********** until January 4, 2016 at which time she expressed interest in having monitoring services reinstated. Guardian’s representative explained that services could not be reactivated until the past due balance was paid in full. Ms. *********** disputed the outstanding balance stating she had called numerous times to cancel due to the false alarm generated by the fog machine used in her home. Ms. *********** further disputed the outstanding balance stating she did not have use of services during that timeframe. The call was abruptly terminated before Guardian could offer any further assistance. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. *********** to review her concerns directly. Unfortunately, Ms. *********** has declined to speak with Guardian regarding this matter.

Ms. *********** has disputed the charges associated with monthly monitoring services as she “did not have use of services” during that timeframe, also citing dissatisfaction with the false alarm generated by the fog machine used in her home. Additionally, Ms. *********** and Mr. ****** have asserted that they did not arm the system subsequent to the false alarm event on October 19, 2012. Guardian has reviewed its records and found these assertions to be inaccurate. Guardian continued to provide all 24-hour monitoring and related services pursuant to the terms of the Agreement until services were discontinued due to account status on March 4, 2013. Additionally, Guardian received and responded to an intrusion signal from Ms. ***********’s residence on February 3, 2013, which would indicate that Ms. *********** was in fact still using the system as the intrusion signal would not be transmitted to Guardian without the system being properly armed. Finally and as stated above, Guardian is unable to control circumstances at the premises which affect the operation of the system, such as the use of a fog machine in the home.

Based on the above information, Guardian finds Ms. ***********’s request to waive the past due balance and remove said amount from her credit report to be unwarranted at this time. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services during the timeframe stated above. Guardian is entitled to payment for those services accordingly.

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,

Andrew A****, Manager
Customer Care Department

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guardian Protection Service had a representative solicited me at my home in December 2010 regarding having an alarm system installed at my home. On December 28, 2010, I signed a contract to have a home alarm system installed. The installation date was scheduled for December 30, 2010. According to my contract the term of the agreement was for 5 years. In May 2012 I was in the process of selling my house and contacted Guardian Protection, via a phone call, about cancelling my service. At that time, I was unsure if I would be purchasing a new home or renting and I did not want to install a security system in a rental property. I was told that if I canceled I would be required to buyout my contract, which would cost approximately $1500.00 depending on my cancellation date. I then received a letter from Guardian dated May 17, 2012. In the letter it stated my contract was from 1-14-2011 thru 1-13-2016. I was not sure why there was a two week difference form the date of my original contract but I did not argue. The letter also stated the options I had with my contract. One of my options was to move my account to my new home or business. NOWHERE in that letter did it state, if I choose that option, would my contract be extended. Due to the cost of the buyout, and the fact that I did purchase a home, I decided to move my service to my new home. Per the original contract, I mailed Guardian a letter in December 2015 stating that I wanted my service canceled and my auto-pay deduction stopped immediately. This would have completely fulfilled my original contract. I received a phone call from Guardians loyalty department around December 9 or 10, 2015. After telling them I wanted to cancel they told me I could not cancel because I did not fulfill my contract. They told me when I moved it extended my contract for an additional 5 years. I spoke with Guardian on multiple occasions between that date and December 22, 2015, with absolutely no resolution. During that last phone call I asked them to send me a bill of what they were stating I owed AND a copy of the supposed extension agreement I signed. I received the bill/letter on January 4, 2016 but still have not ever received a copy of an additional agreement. The letter/bill I received that was dated 12/23/15 states I still have 16 months of my contract and owe a balance of $764.15. Guarding is stating I signed a new contract via an E Document. I do remember signing something about increasing my bill from $33.95/month to $44.95/month because I no longer had a land line. I also signed something for the new equipment that was installed in my new house, which was paid by me in full. I have read my original contract over and I see nothing where it says if I move I have to sign a new contract. Nor does the letter sent to me on May 17, 2012 state anything about extending my contract if I moved. The contract is an agreement between myself and Guardian and not a contract on a specific home or location. IF, which I am still not sure I did, I signed something stating that I agreed to extend my contract it was NEVER communicated to me that I was signing an extension to my contract. If this is the case, I was deceived by the representative because it was never explained to me that I was signing nothing more than a document with my new address and for new payment and equipment. I have completely fulfilled my 5 year contract that I signed on 12/28/2010 and do not believe that I owe Guardian Protection any money at all. Because the letter dated May 17, 2012 stated my contract did not end until 1-13-16, and I did not question it at the time, I would be willing to pay for one month at $44.95.

Desired Settlement: I am asking you to look at their policy of extending a customer’s contract without their knowledge or automatically extending a contract. Also, I would like for you to investigate the money they are trying to charge me for service I do not owe them for. Any help you can give me regarding this current bill/letter would be greatly appreciated. Also, please warn other customers about the deceitful and unethical practices of Guardian Protection. And their practice of trying to collect money that is not rightfully owed

Business Response: January 22, 2016

Better Business Bureau
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ***** ******* – ID #********

Dear Ms. ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. ********s complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.

For background, Ms. *******’s account came to Guardian by way of an Authorized Dealer known as ***** ******* and Security (“***** *******”). As such, all aspects of Ms. *******’s sales transaction took place directly between ***** ******* and Ms. *******. Our records indicate Ms. ******* executed an Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”) with ***** ******* on December 28, 2010 to engage monitoring services. The initial term of the Dealer Agreement is designated as five (5) years. Ms. *******’s system was installed and activated by ***** ******* on December 31, 2010.

On May 16, 2012 with forty-three (43) months remaining in her initial term, Ms. ******* informed Guardian that she was moving from the monitored premises and expressed interest in transferring services to her new home which had an existing system. Guardian’s representative offered to transfer monitoring services and provide one (1) new keypad in exchange for a $95 installation fee and execution of a new 56-month Agreement. Ms. ******* accepted Guardian’s proposal and a new “Sales and Monitoring Agreement” (“Relocation Agreement”) was forwarded to Ms. ******* via email for her review and signature. (A copy of the Agreement is attached hereto.) The “Special Conditions” section clearly states, “This is a 56 month initial term.” Ms. ******* executed the document electronically and returned it to Guardian via email on May 18, 2012. Ms. *******’s system was installed and activated on July 6, 2012.

On December 9, 2015 with sixteen (16) months remaining in the initial term of her Relocation Agreement, Ms. ******* requested the cancellation of her account, advising she had engaged an alternate service provider. Guardian’s representative explained that Ms. ******* remained within the initial term of her Relocation Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian’s representative mailed a copy of the Relocation Agreement to Ms. ******* for her records.

Guardian spoke with Ms. ******* again on December 22, 2015 and explained the initial term of the Relocation Agreement to be fifty-six (56) months. Ms. ******* requested the early termination fee amount and Guardian’s representative explained that amount to be $764.15 (16 months X 44.95/month + $44.95 current balance = $764.15.) Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. ******* to review her concerns directly. During that conversation, Ms. ******* disputed the initial term of her Relocation Agreement, stating she was not verbally informed of the term extension. Guardian’s representative apologized for any confusion and offered to mail another copy of the Relocation Agreement to Ms. *******. Guardian’s representative further explained Guardian’s desire to assist Ms. ******* by offering options such as a reduced early termination fee or reduced initial term. Ms. ******* declined to discuss any offer except full cancellation of the account.

Ms. *******’s letter expresses concern related to the initial term of her Relocation Agreement. For background, 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.

Ms. ******* has expressed her belief that upon relocation, her initial term was extended “for an additional five years.” Please note, the Relocation Agreement executed by Ms. ******* extended her remaining term from forty-three (43) months to fifty-six (56) months, equaling a thirteen (13) month extension.

Ms. ******* has also expressed dissatisfaction that she was required to execute a new agreement upon relocation. Ms. *******’s letter states, “The contract is an agreement between myself and Guardian and not a contract on a specific home or location.” 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.

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 residence. The primary foundation for the initial term period as defined in Ms. *******’s Relocation Agreement is to allow Guardian the opportunity to recoup its investment made in both her current home and her former home as well. The above services were performed with the expectation that Guardian will recoup its investment over the fifty-six (56) month term of the Relocation Agreement.

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 offers to a reduced initial term or a reduced early termination fee remain available to her. To that end, Guardian offers the following:

1. Guardian will agree to accept a 50% reduction to the early termination fee. Accordingly, upon receipt of the full payment of $382.07, Guardian will cancel Ms. *******’s account and release her from all remaining obligation under the Relocation Agreement; or

2. Guardian will agree to reduce the remaining initial term from fifteen (15) months to seven (7) months. Upon reduction of the initial term, Ms. ******* may continue to remit timely monthly payments until such time that she is eligible to cancel her account.

Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. ******* will concur. These options shall remain available to Ms. ******* until close of business on February 19, 2016 after which they will be rescinded.


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

Sincerely,

Andrew A****, Manager
Customer Care Department

Consumer Response:



Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and against my better judgment I will accept their offer.  I will call Andrew A**** with Guardian Protection before February 19, 2016 to pay them $382.07 .   I do not agree with their resolution and still believe I 100% completely fulfilled my contract.  However, knowing that a large Corporate business has many more resources than one customer trying to fight for what is right, it will cost me more money in long run to hire an attorney and fight my case.

I would like to comment on part of the response that Guardian Protection made in response to my original complaint.  They made a comment that the reason I had to sign a new agreement when I moved was because Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services for my residence.  There was not any extra expense added to Guardian by me moving locations.  I paid the service charge for the technician to come out and install my equipment and get my system up and running.  The installed all new equipment and did not connect existing equipment.  I asked them on more than one occasion if the could use the existing equipment, because it was fairly new, and I was specially told no that it would not work with their system.  I paid in full for all the new equipment that was installed in my house.  My account was already established so the was no additional cost in creating a "new account".  The only thing that had to be changed was my address on my current account.  All my contact phone number, emergency numbers, and automatic withdraw account numbers remained the same, so stating they how to establish an account is more false information.  Finally, activating 24-montoring services was also not a new expense because that was already happening.  Every comment about Guardian incurring a "significant expense" because of my relocation is a huge fabrication. 

Something I never brought up in my original complaint about Guardian is the unsatisfactory service they provide.  My original complaint was only about my contract so I did not want to add information that was not vital information at the time.  However, I want consumers to know about the very poor service we received from Guardian Protection.  Their poor service is the original reason I was watching my contract date so closely and cancelled my service as soon as my contract was over.  When I moved in to my new location our house has two smoke detectors that wired in to our alarm system.  Within a few months of us moving the fire department was dispatched to our house for "smoke" either two or three times.  Each time I was at work and had to leave work, a 30 minute drive, to go home and meet the fire department.  Thankfully the did not kick in my front door so I did not have an extra expense to bear.   I was notified by our local fire department that my "free" false alarms were over and if they were called out due to a false alarm I was going to be charged.  Guardian sent a technician to my house on more than one occasion, which I had to pay for, to try to figure out the problem.  After, I believe, the third false alarm the technician said he was not sure what was making the smoke decorators set off the alarm so he just disconnected the monitoring of the smoke detectors.  Since that time, our house has no longer been monitored for smoke by Guardian.  Although I agreed for the technician to disconnect them it was only because I could not take the chance on another false alarm and receive a bill from the fire department.  I also could not continue to pay for service charges to a company who did not how to correct their problem. 

In December 2010 I was a single mom, with three young children, and had just lost my husband to cancer seven months prior to my initial installation.  We had to move in to a new house and had an incident one night.  A solicitor from Guardian come to my house shortly after that incident so I decided it would be a good idea to have a home alarm system.  When I signed the original contract I knew I would not be at that location for five years.  This was a temporary move for my children and I .  I was clearly told by the sales representative sitting at my dinning room table that it was no problem if I moved my service would follow to my new location.  Not one time did he ever mention a new contract would have to be signed.   If it would have been clearly stated to me that when I moved I would be required to sign a new contract, than I would have reconsidered signing with Guardian

Here is my request to the BBB of Western Pennsylvania.  PLEASE do not continue to support this company and please warn customers from choosing Guardian Protection.  There are many home security companies out there to choose from.  Please do not choose a dishonest, unethical company who is under minding and taking advantage of their customers.  

Regards,

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

1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I lost my job and cashed out my retirement in 2014 surviving on that me and my parents bought a house on 8/2012, my parents on fixed income and we cant afford 49.99 amonth anymore, they offered to lower to 34.99, my cashout retirement has exhausted, remembering we signed up i dont remember a 5 yr contract, until later when i contacted guardian, I m applying FOR SAVE YOUR HOME CALIFORNIA, I DONT WANT NEED GUARDIAN, IVE PAID FOR ABOUT 3 YEARS, THEY WANT 1250.00 TO GET OUT OF CONTRACT, I TOLD THEM I DONT EVEN USE THE ALARM, CHECK RECORDS, , THEY CHANGED CONTRAT TO 3YRS, SO WHEN I CALL LATER,CANT AFFORD IT, SO THEY LOWER TO 34.99, THEN THEY ADD ANOTHER YEAR, WHAT THE *** IS GOING ON , I DONT WANT GUARDIAN

Desired Settlement: Dont want thier services cant afford it

Business Response: January 12, 2016

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: *** ******, Case #********

Dear Ms. *****

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

For background, please note that Mr. *******s security system was sold and installed by ******* Security Management, Inc. (“*******”) whereby all aspects of his transaction took place directly between ******* and Mr. ******. Guardian was not present during any aspect of the sales transaction or system installation with Mr. ******. ******* is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by *******.

Upon receipt of the subject complaint, Guardian contacted Mr. ****** directly. In a genuine effort to earn Mr. *******s satisfaction, Guardian agreed to reduce his monthly monitoring rate from $40.99 to $34.95 for the remaining fourteen (14) months in his initial term. Mr. ****** has expressed his satisfaction with this resolution. Guardian values Mr. ****** as its customer and appreciates the opportunity to regain his trust in the services we provide.

Thank you for assisting Guardian in resolving this matter with Mr. ******. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A***** Manager
Customer Care Department

1/28/2016 Billing/Collection Issues
1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new home and the security system was included. I had to call Guardian to get it installed and I the day i moved in, a man with an accent i couldn't hardly understand, showed up at 8pm and had me sign paperwork to get the system installed. I'm now locked into a 5 year contract (who has 5 year contracts?) and to cancel i have to pay 100% of that contract! Who in the world does that? A company that gets no renewals because they are only after your initial contract. Terrible customer service, never again. I'I purchased a new home and the security system was included. I had to call Guardian to get it installed and I the day i moved in, a man with an accent i couldn't hardly understand, showed up at 8pm and had me sign paperwork to get the system installed. I'm now locked into a 5 year contract (who has 5 year contracts?) and to cancel i have to pay 100% of that contract! Who in the world does that? A company that gets no renewals because they are only after your initial contract. Terrible customer service, never again.

Desired Settlement: Ive paid for 2 years of service that I've never used and i think that's enough. I want out of this scam contract and to be done with this company. I was under the impression from the initial paperwork that it was w years but I'm told i initialed next to fine print that stated 5 years

Business Response: January 22, 2016

BBB of Western Pennsylvania
Attention: ******** ****
*** ******* ****** ***** ***
*********** ** *****

Re: **** ******* - Complaint #********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.

For background, 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 and system installation 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.

Our records indicate that Mr. ********s original transaction with ****** occurred on February 15, 2014 at which time Mr. ******* executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ****** in order to engage monitoring services. The initial term is designated as five (5) years. Mr. ******* acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. ******* also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate ****** installed and activated Mr. ********s system on February 21, 2014.

On April 12, 2014, Mr. ******* informed Guardian that upon review of the Agreement terms, he was surprised to discover a five (5) year initial term, further explaining that the ****** sales representative had promised a two (2) year term. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term. Mr. ********s concerns were forwarded to ******, who spoke directly with the customer. ****** subsequently informed Guardian that after speaking with Mr. Schwark, ****** also confirmed the initial term to be five (5) years.

On January 19, 2016, Mr. ******* informed Guardian that he does not use the system and wished to cancel. Guardian’s representative explained that he remained within the five (5) year initial term and was ineligible to cancel at the present time. Mr. ******* stated he believed his initial term to be less than five (5) years. Guardian’s representative mailed a copy of the Agreement to Mr. ******* for his review. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. ******* for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. In a genuine effort to earn Mr. ********s satisfaction, Guardian’s representative offered to reduce the initial term from five (5) years to three (3) years. Mr. ******* expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at ***** ********* **** ******

Sincerely,

Andrew A****, Manager
Customer Service Department

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. 

Regards,
 
**** *******

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2013, I had a cold call salesman knock on my door selling home alarm services. My normal response to these types of sales is a flat out 'NO'. But I listened to this gentleman and ultimately signed up for new monitoring service. To my recollection, I signed a 2 year contract. I am unable to find my copy of the information. However, upon calling Guardian earlier this year to inquire about cancelling the contact at the end of a 2 year term, I was informed that I signed a 5 year contract. I was completely surprised at that information and disputed it with the agent. I requested to speak with a supervisor and was informed that no one was available to speak with me and that I needed to leave my information and someone would call me back the following day. As one would expect, the call came in while I was as work. I called back asking to speak to the person that called and again was told that they were not available. I also had to explain my situation to the new agent that answered before they would even try to find a supervisor. I was on hold for about 15 minutes before someone saying they were a supervisor came on the line. I once again had to explain my situation and that I wanted to cancel my service. This individual informed me that I signed a 5 year contract. And to get out of that I would be required to pay the remaining months for an amount over $1000.00. I once again disputed the 5 year contract and the individual said they would send me a copy of the contract, which I never received. But no matter what they say, I never agreed to a 5 year contract. Why would any one signed a 5 year alarm contract. I would not do that. I feel this contract was doctored after I signed it. I asked if there was anything we could do as I fully dispute the contract length, and she said 'NO', that I was responsible for paying. I asked to speak to her manager an was told that no matter who I talked to that no one was going to let me out of this contract. I felt her brashness was very unprofessional and hung up on her! I called back a couple weeks later, had to explain once again, and asked for a supervisor or a up line manager. I just wanted someone to help me find a solution as no one seemed to want to help. Again, I get the well rehearsed customer service speeches, no one can help and someone would have to call me back. I never received another call back. At this point, I'm over this company. I tried doing the right thing but I feel they are and have been dishonest. No matter what they say I signed, whether they have a copy or not, at this point I really do not care. In reading other complaints on this company, I have not been the only one that has experienced mysterious contact issues. I have paid now for 33 months. And by the way, the system is not even working any longer. They tested it on one of the many calls I had with them. They told me that nothing was reporting wrong on their end and that the error code I gave them was not recognized. But they made it clear that I would have to pay for a service call...no way! How does a company stay in business with bad customer service and snake oil salesmen?!

Desired Settlement: I want the contract to be marked 'paid in full' and the service to be discontinued. I do not want any blemish on my credit! I do not want to pay them another dime! I feel that I was swindled here. I did not agree to a 5 year contract. I have paid my part in good faith, even when the system has not worked. I do not want this company to call me! They can send me info through mail or email.

Business Response: January 7, 2016

RE: ********* ** ****** – ID #********
Dear Ms. Cook:

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

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 ******** *****, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject 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.

As background, Guardian’s records indicate that Ms. ****** initially engaged ******** *****’s services on March 27, 2013, as memorialized in the Agreement For Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Ms. ****** acknowledged the initial term by placing her initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Ms. ****** also executed the Agreement by placing her signature at the bottom of the form. A copy of the Agreement is attached hereto for your review. Guardian’s records indicate Ms. ******’s system was installed and activated by ******** ***** on March 29, 2013.

Our records indicate that Guardian had no contact with Ms. ****** until two (2) years after installation of her security system. On March 24, 2015, Ms. ****** contacted Guardian and stated that her system was not working properly. Ms. ****** requested the cancellation of her account as a result. Guardian’s representative informed Ms. ****** that all monthly test signals were being received by Guardian which would indicate her system was properly communicating all signals. Guardian’s representative offered to schedule a technician to evaluate the system for any issues however Ms. ****** declined and reiterated her request to cancel. Guardian’s representative explained to Ms. ****** that she remained within the initial term of her Agreement with ******** ***** and was ineligible to cancel her account without payment of an early termination fee.

On March 26, 2015, Ms. ****** requested the cancellation of her account due to false alarms. Guardian again offered to schedule a technician at no charge to inspect and repair her system, however Ms. ****** declined. Guardian’s representative reviewed Ms. ******’s account and explained that Guardian has no record of receiving false alarm signals from her system. Guardian’s representative also explained that Ms. ****** remained within the initial term of her Agreement with ******** ***** and was ineligible to simply cancel without further payment. Ms. ****** disputed the five (5) year term of her Agreement, further asserting that her copy of the Agreement designated a two (2) year term. Guardian’s representative explained that the Agreement on file with Guardian reflects a five (5) year term and requested that Ms. ****** forward a copy of her two (2) year Agreement for Guardian to review. Ms. ****** stated she did not possess a copy of the Agreement.

Guardian received no further contact from Ms. ****** until receipt of the subject complaint.

Ms. ******’s letter expresses concern that her system is not working properly. Please note, Guardian’s records reflect that all monthly test signals from Ms. ******’s system are being received at the designated time which would indicate Ms. ******’s system is properly transmitting signals. Ms. ****** has also expressed concern regarding false alarm events from her system however Guardian has no record of receiving false alarm signals from Ms. ******’s residence. Guardian has on several occasions offered to send a technician to Ms. ******’s residence at no charge to her. Regretfully, Ms. ****** has declined all offers of assistance. Guardian’s offer to send a technician at no charge to inspect and make any necessary repairs to Ms. ******’s system remains available to her should she so desire.

Respectfully, Guardian is unable to cancel Ms. ******’s Agreement with ******** ***** without further payment as she has requested. Guardian’s records indicate Ms. ****** knowingly and willfully executed a five (5) year Agreement with ******** *****. Should Ms. ****** locate a copy of her Agreement bearing a two (2) year term, Guardian would be happy to forward that document to ******** ***** for review.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew A****, Manager
Customer Care 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.

My response, well I have to say that I'm not shocked at the response of Guardian.  I DID NOT knowing or willing execute a 5 year contract.  I did execute a contact but it was no more than 3 years.  As I said before I do not have a copy of the contract.  All I can dispute you with is what happened and what I remember and know.  The contacts at Guardian never mentioned to me that my contract was with ******** *****.  Additionally, I never had any information or contact from ******** ***** during the time I've paid for this service.  The only contact I've ever had is with Guardian.  They send me the monthly bills.  No where on those bills does it mention anything about ******** *****.   If the Guardia representative will listen to the calls, which I assume were recorded, you will hear me ask the representatives who can I talk to that will help me?  I asked for someone else as they gave me no choices at all.  One of them actually told me that there was no one that I can talk to that will help me as no one is going to cancel a contract. 

Now for the system not showing any issues, that tells me that their monitoring is not working at all.  Which is scary for everyone that has service with this company.  The system in my home has not worked for over 2 years.  It has a constant error code of 'DA 000'.  It will not turn on at all.  I even mentioned this code to one representative and she stated that she did not recognize such a code.  So I'm very curious as to how it is sending any proper signals to Guardian.

I'm not asking for anything outrageous here.  Just do the right thing.  I've paid for a non-working service now for almost 3 years.  I did that as I was honoring the agreement that I know I made.  Guardian could do the right thing here if they wanted to.  I've read all the other BBB complaints that ring very close to my experience here.  I do not desire to carry on any further relationship with this company.



Regards,

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

1/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A sales representative from Guardian Protection Services presented me with a contract for home security services while I was in the process of building a new home, as a part of a business agreement they have with my home builder. He set the expectation that the commitment was risk-free because I could change my selections or cancel the service at any time. The product features were the focus of the conversation, not the contract terms. I certainly was not made aware of any multi-year obligations or early termination fees. Pre-wiring for the security system was completed as a part of the home construction project, however, further hardware installation is required on the interior of the home after construction is complete to create a functional system. Prior to the hardware installation date, I contacted Guardian by phone to let them know that I didn't want to move forward with installation. The person that I spoke with did not mention at that time that I would be billed for security services anyway. Only a month later, I noticed that Guardian had automatically withdrawn a payment from my bank account, although it never installed a functional system in my home. I had made the assumption that I wouldn't be billed for a system that hadn't been fully implemented. That would be like a cable provider billing someone who is without cable boxes in his or her home. I assumed the initial withdraw was done in error and that it might be corrected once the information that I never completed installation made its way to the billing department. After a second auto payment was withdrawn and I made a second phone call, I realized that I was sadly mistaken. This company fully intends to hold its customers hostage to multi-year contracts, regardless of whether or not they ever implement the system. They explained that completing the pre-wiring is the mechanism to start billing, even though that work was arranged through the home builder, not me, and the end result is not a functional security system. I was told my only option was to move forward with the installation and contract in its original form or pay a $3000 early termination fee. $3000! As point of reference, the monthly fee was $54.95. I spoke with three different Guardian employees over the past three weeks, one of which was a supervisor, and was sadly disappointed to learn that all employees have been trained to only discuss the terms of contractual agreements, regardless of whether or not any services have actually been provided. I am greatly concerned that this company intends to bill for services it has never actually provided and cannot imagine how they are able to recognize revenue in accordance with GAAP accounting principles. Most of all, I am disappointed by the lack of respect as a potential loyal client and as a human being. I feel that the sales person gave me the bait and switch approach during my home buying experience by setting a false expectation that I could change my mind at any time, which I later learned was a $3000 error. In the way that its employees have approached this situation, Guardian has jeopardized the likelihood that I would ever move forward with implementing their security services or recommend that a friend or fellow home builder work with them. Its short-sighted for the company to think that billing me for services that it isn't providing and refusing to work toward a mutually satisfactory solution is worth the two months of service fees that they have collected from me. The damage that this customer experience can do to their brand and future business potential is worth far more than that.

Desired Settlement: I should be refunded for the two automatic payments withdrawn, since they are billing for services that were never actually provided. The contract was not well explained by the sales person. It should be terminated without an early termination fee of any kind, given that it should not be able to even be fully executed without a fully functional security system in place.

Business Response: January 8, 2016

RE: ******** *********, Case #********

Dear Ms. *****

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

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. *********’s home builder. As such, Guardian met with Ms. ********* in December 2014 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Ms. ********* engaged Guardian to install a monitored electronic security system in her new home. Ms. ********* acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on December 29, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Ms. ********* placed her initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Additionally, Ms. ********* was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. ********* acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. ********* and therefore proceeded to provide and install security equipment.

Upon receipt of your letter, Guardian contacted Ms. ********* who reiterated that she does not wish to activate monitoring services with Guardian. While Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. *********’s Agreement, in this instance and in order to bring swift resolution to this matter, Guardian has agreed to release Ms. ********* from all obligation under the Agreement. Ms. ********* has expressed her satisfaction with this resolution.

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

Sincerely,

Andrew A****, Manager
Customer Care 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,
******** *********

1/18/2016 Problems with Product/Service | Complaint Details Unavailable
1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a new home and the builder pointed us to Guardian Protection Services as a good provider. When the individual arrived, I was not at home but my wife was and signed all of the paperwork. The person who set it up was rude, had a terrible accent and was did not explain the paperwork. He had her sign the paper showing that the work was completed, but never mentioned that there was a 5 YEAR contract included in what she signed. I called to cancel it and they refused and told me we would have to pay the full 5 year contract out immediately or we would be unable to cancel the service. As I discussed this with a neighbor, it turns out they were also unaware that there was a 5 year contract written into what they signed and the same person who set up our system, set up theirs.

Desired Settlement: I want out of the 5 year contract without having to pay the full contract out. The person that installed the service did not tell us that this was required and we would be unable to cancel.

Business Response: January 8, 2016
Re: ***** ****** - Complaint #********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.

For background, Mr. ******’ account came to Guardian by way of an authorized dealer of Guardian known as ****** Technology Solutions (“******”). As such, all aspects of Mr. ******’ sales transaction and system installation 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. ******’ 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.

Our records indicate that Mr. ******’ original transaction with ****** occurred on February 4, 2014 at which time Ms. ***** ****** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ****** in order to engage monitoring services. The initial term is designated as five (5) years. Ms. ****** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Ms. ****** also executed the Agreement by affixing her signature at the bottom of the form. Our records indicate ****** installed and activated Mr. and Ms. ******’ system on February 15, 2014.

On March 27, 2014, Mr. ****** informed Guardian that upon review of the Agreement terms, he and Ms. ****** were surprised to discover a five (5) year initial term, further explaining that the ****** sales representative had promised a month to month contract. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term.

On November 13, 2014, Mr. ****** requested the cancellation of the account in an effort to cut back on costs. Guardian’s representative explained that he remained within the initial term of the Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian’s representative further offered to apply a credit to Mr. ******’ account in a good faith effort to provide assistance, however Mr. ****** declined the credit at that time.

Guardian had no further contact with Mr. or Ms. ****** regarding cancellation of the account until receipt of the subject complaint in December 2015.

Upon receipt of your letter, Guardian contacted Mr. ****** to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. ****** for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. Mr. ****** acknowledged his understanding however expressed that he felt five (5) years to be too long of a commitment. In a genuine effort to earn Mr. ******’ satisfaction, Guardian’s representative offered to reduce the initial term by thirteen (13) months. As such, the initial term will be reduced from sixty (60) months to forty-seven (47) months. Mr. ****** expressed his complete satisfaction with this resolution. Guardian values Mr. and Ms. ****** as its customers and appreciates the opportunity to continue providing them with their security monitoring services.

Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A****, 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,

***** ******

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE HAD THIS SECURITY SYSTEM INSTALLED IN OUR HOME IN JUNE OF 2014. WE ARE UNDER A CONTRACT AND THE PROBLEM IS THAT ABOUT EVERY 4 OR SO WEEKS THEY SAY THAT I HAVE A LOW BATTERY ISSUE. THEY HAVE REPLACED THE BATTERT TWICE AND ONE TIME AT OUR COST. NOW THEY SAY THAT THE SYSTEM NEEDS ANEW TRANSMITTER. I HAVE BEEN TOLD THAT WHEN THE SYSTEM WAS INSTALLED THEY USED PARTS AND PIECES FROM THE PREVIOUS SYATEM THAT WE HAD. I TALKRD TO A PERSON ON 11/20 15 ABOUT THE PART THAT WAS GOING TO BE DELIVERED IN ONE WEEK. I TALKED TO ANOTHER PERSON AFTER NOT HEARING FROM THAN UNTIL 12/3/15. THIS PERSON SAID THEY WOULD GET BACK WITH ME IN ONE DAY. IT IS NOW 1210/15. I HAVE HAD SO MUCH TROUBLE WITH THIS BAD SYSTEM THAT I WANT THEM TO REMOVE IT. I DO NOT WANT TO HAVE TO PAY TO GET OUT OF THE CONTRACT BECAUSE THEY HAVE NOT UPHELD THEIR PART OF THIS CONTRACT. PLEASE HELP. THANK YOU

Desired Settlement: I WOULD LIKE THIS SYSTE REMOVED AT NO COST TO ME AS I AM VERY DISSATIFIED WITH THE WHOLE COMPANY.

Business Response: December 22, 2015

RE: *** ******* – Complaint ID #********

Dear Ms. ****:

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

Mr. *******’s letter expresses discontent with equipment installed in his home and the delay in scheduling onsite service. Immediately upon receipt of your letter, Guardian contacted Mr. ******* and scheduled onsite service to take place at no charge to him on December 17, 2015. Guardian did conduct onsite service as promised on December 17th at which time the technician replaced the faulty device. Prior to departing the residence, the technician conducted a full test of Mr. *******’s system and confirmed receipt of all signals in Guardian’s central monitoring station. Mr. ******* has expressed his satisfaction with this resolution.

Guardian apologizes to Mr. ******* for any inconvenience. Guardian values Mr. ******* as our 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 ###-###-####, ext. *****.

Sincerely,

Andrew A****, Manager
Customer Service Department

1/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Has Salesman Sham you into a contract with 100% Early Termination Fees!!! When me and my wife first bought our home we received a letter in the mail in regards to setting up an alarm system with Guardian Protection Services. As our home is in a new development there weren't many options. We called the number and they sent a representative to our home. The salesman made all the usual promises of customer service and satisfaction. However he told us that the service was month to month and there wouldn't be any charges if we chose to cancel. So like i said as it was the only service available we signed up. The only documents we were instructed to sign was for the auto draft and agreement of service. So here I am 2 years later attempting to cancel service and I was told that Guardian has a 100% ETF and they want the remaining balance for the roughly 3 years I have left of service totaling a lil over two thousand dollars. upon finding this out I'm just extremely dissatisfied with the shady business practices of the salesman that this company employs.

Desired Settlement: I want my service cancelled as per the month to month agreement that we were told by their shady salesman.

Business Response: December 22, 2015

RE: ****** ******* – ID #********

Dear Ms. *****

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

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. The subject account is among those for which Guardian provides these services. Mr./Mrs. *******’ sales transaction, system installation and system activation process took place directly between ********** ****** and Mr./Mrs. *******; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr./Mrs. *******’ 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.

As background, Guardian’s records indicate that Mrs. ****** ******* initially engaged ********** ******’s services on May 2, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years. The Agreement bears Mrs. *******’ signature.

On December 7, 2015, Mr. ******* informed Guardian that the parties were moving from the monitored premises. Guardian informed Mr. ******* that monitoring services could be transferred to his new home, or that the new homeowner/tenant could take over monitoring services which would relieve Mrs. ******* from any remaining obligation. Guardian’s representative further explained that Mrs. ******* remained within the initial term of her Agreement with ********** ****** and an early termination fee is required to cancel at the present time. Guardian’s representative also explained that any cancellation request would need to be discussed with Ms. ******* as the only contract signer. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mrs. ******* to discuss the contents of the complaint. Guardian’s representative reiterated the previous offer to relocate services to Mrs. *******’ new home. Mrs. ******* declined and stated she had engaged an alternative security provider. Guardian’s representative also reiterated that the new homeowner could take over monitoring services under a new contract which would relieve Mrs. ******* from all remaining obligation. Mrs. ******* stated she wished to resolve this matter immediately rather than waiting to determine if the new homeowners are interested in services. Guardian’s representative explained that an early termination fee is required to cancel the account prior to the end of the initial term. However, in good faith, ********** ****** has authorized a 50% reduction of the early termination fee amount designated by the terms of Mrs. *******’ Agreement. As such, upon payment of the sum of $1,126.00, ********** ****** will cancel Mrs. *******’ account and she will be released from all remaining obligation. Mrs. ******* requested a copy of her Agreement with ********** ****** and further stated she wished to review the options with her husband before making a decision. Pursuant to her request, a copy of the Monitoring Agreement was mailed to Mrs. ******* on December 8, 2015.

Subsequent to that conversation, Mrs. ******* informed Guardian that they wished to continue making monthly payments until she is eligible to cancel the account. Mrs. ******* also requested that monitoring services be reactivated at the premises. Pursuant to her request, monitoring services were reactivated on December 18, 2015.

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

Sincerely,

Kathleen V****, Director
Account Management Department

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband passed away December 26, 2014, in January 2015 I called to take my husband off the account. At that time all was well and that was the end of the discussion. In November 2015 I called to cancel my services with them because I wanted to go with another alarm company. When I called in I was informed that I still had 5 years on my contract and to get out of the contract I would have to pay 1300. I was in complete shock! After speaking to a supervisor I was informed that when I called to take my husband off the contract the agent signed me onto a new contract and didn't bother to tell me that she was doing so. I never signed any paperwork and when I asked for a copy of the contract they told me I signed they told me that they couldn't send it to me. The supervisor however did say that he could mail me one...still waiting. Anyhow, he told me, his name is Mike by the way, that the agent didn't inform me like she was supposed to and they would cancel and close out my account. Fast forward to December 11, 2015, I received a letter in the mail dated December 4, 2015 saying that my payment failed. When I called there was no notation on the account about anything that mattered concerning my conversations prior. I am currently waiting on Mike to call me back, which I doubt will happen. Regardless, this is fraud and this company should not be allowed to rip people off.

Desired Settlement: 1. Contract that was never signed needs to be cancelled and the 1300$ cancellation fee needs to be taken off. 2. I need to stop receiving billing information for a contract that I'm not in. 3. Mike needs to call me back and tell me why he lied to me about not handling my situation. 4. Mike needs to call me back and tell me why he didn't notate my account so if or when I needed to call back someone would know what I was talking about. Is that not the job of a supervisor?

Business Response: December 17, 2015

RE: ******* ****** – Complaint ID #********

Dear Ms. ****:

Thank you for forwarding Ms. ******* complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and bring swift resolution to this matter.

Prior to receipt of your letter, Guardian had spoken with Ms. ****** on December 14, 2015 and accepted Ms. ******* request to cancel her account. Upon cancellation, the balance due on Ms. ******* account will be waived and she will receive no further billing statements from Guardian. Ms. ****** has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. ****** for any confusion and wishes her the very best.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 7th, 2015 I canceled my service with Guardian Protection services. Cancelation was sent via fax ###-###-#### and USPS Priority mail tracking. Since then Guardian has been sending invoices and threatening letters. Most recently dated 12/7/2015.

Desired Settlement: I would like the following actions (1) Acknowledgment that the account has been canceled and no balance is due.

Business Response: December 23, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ****** ** *******, Complaint #********

Dear Ms. *****

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. ********s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns and clarifying this matter for all parties.

Mr. ******* has expressed discontent related to Guardian’s cancellation process and further disputes receipt of monthly invoices from Guardian. Guardian has reviewed its records and found that the July 2015 cancellation letter referenced by Mr. ******* did not contain a signature or the account password, both of which are required to make changes and/or cancel an account. Upon receipt of Mr. *******’s cancellation letter, Guardian made numerous attempts to contact Mr. ******* to obtain his signature on the paperwork necessary to process his cancellation request. Unfortunately, Mr. ******* declined to return any of the messages left by Guardian. As such, Guardian continued to invoice Mr. ******* for monthly monitoring fees.

Upon receipt of the subject complaint, Guardian made several additional attempts to contact Mr. ******* to provide the above explanation. Regretfully, Mr. ******* again has declined to return the messages left for him by Guardian.

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 Guardian at ###-###-#### at his convenience to finalize this matter.

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

Sincerely,

Andrew A***** Manager
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.

It is clear that Guardian is attempting to make this termination process difficult.  It is a shame that this what a company does to attempt to "Retain" a customer.  A written termination is sufficient for any business transaction.  I again ask that guardian terminate this account and suspend billing and/or collection action.  Or provide, in writing to the address on record, instruction on how to "terminate" this account.  A follow-up complaint has now been filed with the Attorney General of Pennsylvania.

 


Regards,

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

Business Response: December 29, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ****** ** *******, Complaint #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. *******’s additional comments dated December 29, 2015. Prior to receipt of your letter, Guardian spoke directly with Mr. ******* on December 23, 2015. During that conversation, Guardian agreed to cancel Mr. *******’s account and waive any balance due.

A cancellation authorization form has been emailed to Mr. ******* for his signature. Due to the holidays, there was an unforeseen delay in forwarding this form to Mr. *******. Guardian apologizes for any confusion or inconvenience. Upon receipt of the executed document from Mr. *******, his account will be terminated immediately and he will receive no further billing statements from Guardian.

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

Sincerely,

Andrew A***** 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 would like to continue to note that Guardian put many many road blocks to cancel this account.  I do not recommend Guardian Service, and would not use their service again.

Regards,

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

12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been disputing charges with Guardian for over a year. We used their security alarm service when we lived in Florida. We moved to KS 2 years into the 3 year contract due to job relocation. We reviewed the contract and there was no mention at all about what happens if you move out of state however, they claim you have to pay out the contract. When we disputed with Guardian, they claimed the contract "implied" that we had to pay it out. Contracts are legal docs- they do not 'IMPLY' things- they state it clearly. After multiple requests, Guardian has been unable to produce a document that I signed that said that I had to pay the contract out if we moved out of the house and no longer needed the service. The contract has NO MENTION ANYWHERE of what happens in this situation. I have filed complaints with the Florida Attorney General, the Pennsylvania Attorney General, and now, the BBB. I have heard back from the Florida Attorney General and they are investigating.

Desired Settlement: I would like them to close out our obligation to them and waive the last year's fees. We did not have or utilize the service at all during this time- we don't even live in the house where the alarm is.

Business Response: December 15, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: S***** ** ***** – Complaint ID #********

Dear Ms. ****:

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

For background, Mr. *****’s initial transaction with Guardian occurred on February 11, 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 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.

In December 2014 with fifteen (15) months remaining in the initial term of his Agreement, Mr. ***** informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that the initial term of Mr. *****’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. ***** in fulfilling his obligations under the Agreement, Guardian explained that should the new homeowner elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered to place the account in an inactive status for a period of three (3) months to allow Mr. ***** the opportunity to secure new permanent housing. Mr. ***** advised he wished to determine if the new homeowners would like to activate service in their name.

Shortly thereafter, Mrs. ***** contacted Guardian and disputed the remaining term of Mr. *****’s Agreement, further stating she could locate no language in the Agreement which indicated Mr. ***** remained responsible for the remaining term after moving. Guardian’s representative explained that Mr. ***** does indeed remain responsible to fulfill the terms of the Agreement. Mrs. ***** requested to speak with a manager regarding her concerns. A Guardian supervisor did call as requested and left a voicemail message for Mrs. *****.

Guardian received no further contact from Mr. or Mrs. ***** until February 2015 at which time Mr. ***** advised they had moved into a new home. Mr. ***** requested to transfer monitoring services to his new residence for the remaining twelve (12) months of his Agreement. Guardian’s representative explained that in order to transfer services, a minimum Agreement term of thirty-six (36) months is required to offset the upfront costs of relocation. Mr. ***** expressed he no longer wished to relocate monitoring services based on the information provided to him.

Subsequent to that conversation, Guardian made several attempts to contact Mr. and/or Mrs. ***** to follow up regarding the status of their account. Upon reaching Mr. ***** in November 2015, Guardian was advised that Mr. ***** felt he was not responsible for any further payment on the account. Guardian received the subject complaint shortly thereafter.

Mr. *****’s complaint cites that Guardian “has been unable to produce” a copy of his contract stating he remains responsible to fulfill the initial term of his Agreement after moving from the monitored premises. Guardian has reviewed his account and respectfully could find no record of Mr. and/or Mrs. ***** requesting a copy of their Agreement at any time. Guardian apologizes for any confusion. A copy of Mr. *****’s Agreement is attached to this response for his records. Additionally, please note that the language Mr. ***** is requesting is found in Section 5 which states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. Mr. ***** informed Guardian that we must speak with Mrs. ***** who is unavailable until December 22, 2015.

Ms. ***** has requested the cancellation of his account with Guardian. Section 6 of Mr. *****’s Agreement states he may terminate his obligation by remitting an early termination fee which is identified to be “(a) all amounts then due; (b) 20% of the amount due to the Company for the remainder of this Agreement; (c) the Deferred Payment Amount…” The Deferred Payment Amount is defined to be $930 in Section A of Mr. *****’s Agreement. As such, the total early termination fee is $1,218.38 ($270.85 current balance + $17.53 representing 20% of remaining months + $930 Deferred Payment Amount.) However, in a good faith effort to bring swift resolution to this matter, Guardian will agree to accept the current balance of $270.85 as final payment in order to cancel Mr. *****’s account.

Guardian believes the above offer to be fair and reasonable and is hopeful that Mr. and Mrs. ***** will concur. This offer shall remain available to Mr. ***** until close of business on January 15, 2016 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 Mr. *****’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. ******

Sincerely,

Kathleen V****, Director
Account Management Department

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with Guardian Protection for two (2) years. After three (3), I requested cancellation, and was surprised to be informed that I signed a contract for five years. I would have never signed a contract for an alarm company over 1 year, less known 5 years. On top of that, the contract amount was $44.95 and Guardian is deducting the amount listed below: Guardian Customer Number: ******* Payment Amount: $48.66 Fee: $0.00

Desired Settlement: I would like to CANCEL Guardian Protection Services immediately! The reason is the amount of contract is different than agreed upon, one of their representatives changed the number of years agreed upon and I am not SATISFIED with their erroneous business practice.

Business Response: November 25, 2015

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

Ms. *******’ complaint disputes the initial term of her Agreement. Our records indicate Ms. *******’ initial transaction with Guardian occurred on August 30, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) to engage Guardian’s services. The initial term is clearly designated on the Agreement as thirty-six (36) months. Ms. ******* acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “$44.95 for each month of the term of the Agreement, initially 36 months.” Ms. ******* also placed her initials next to the separate clause which states, “The initial term of this Agreement is for 3 years.” Finally, Ms. ******* executed the Agreement by affixing her signature at the bottom of the form.

A “Notice of Cancellation” form, which bears Ms. *******’ signature, was also provided at the time of sale. This form serves to document that Ms. ******* received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. ******* possessed the option to cancel her transaction with no further obligation. Ms. ******* did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. *******’ system was subsequently installed and activated on September 11, 2013.

On January 22, 2015, Ms. ******* requested the cancellation of her account in order to engage an alternate security provider. Guardian’s representative informed Ms. ******* that she remained within the 36-month initial term of her Agreement and was ineligible to cancel without payment of an early termination fee. Ms. ******* disputed the initial term of thirty-six (36) months. Guardian’s representative reviewed Ms. *******’ Agreement and explained that Ms. *******’ initials were found on the Agreement beside the sections designating the term to be thirty-six (36) months. Ms. ******* reiterated her request to cancel the account and Guardian’s representative explained that the terms of the Agreement designate the early termination fee of $750. Guardian’s representative offered to mail a copy of the Agreement to Ms. ******* for her review and records. A copy was mailed to Ms. ******* as promised on January 23, 2015. Guardian received no further contact from Ms. ******* until receipt of the complaint ten (10) months later.

Upon receipt of your letter, Guardian contacted Ms. ******* to discuss her concerns directly. During that conversation, Ms. ******* reiterated that the initial term she agreed to was twenty-four (24) months. Guardian’s representative reviewed Ms. *******’ Agreement and explained that the sales consultant had reduced the original term of sixty (60) months to thirty-six (36) months, which Ms. ******* had authorized by placing her initials on the Agreement. Ms. ******* asserted that the initials were placed on the document by Guardian’s representative and were not authentic. Ms. ******* further stated that copy of the Agreement in her possession indicates an initial term of twenty-four (24) months. Guardian’s representative requested that Ms. ******* forward a copy of the Agreement to Guardian for review. Ms. ******* agreed to mail a copy as requested, however Guardian has not received any documentation from Ms. ******* to date. Subsequent to that conversation, Guardian has left seven (7) voicemail messages for Ms. *******. Guardian has not been contacted by Ms. ******* in response to those messages.

Based on the above information, Guardian respectfully declines to cancel Ms. *******’ Agreement without further payment as she has requested. Guardian’s research into this matter has concluded that Ms. ******* knowingly executed a thirty-six (36) month Agreement. Should Ms. ******* possess documentation to the contrary, she may forward that information to my attention and Guardian will gladly review and research this matter further.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought this new construction house and Guardian Protection Service sales person worked with us to provide security system, ethernet outlets, phone outlets etc. Never during the discussion he mentioned that he is having us sign a contract of 5 years. When I asked about the 5 year clause which I observed in the paperwork while glimpsing through their paperwork, he said that it was just a price lock for 5 years and not a contract. After we moved into the new house I wanted to check on the details about my service with Guardian and got to know that they have pushed me into a 5 years of contract. I know for sure that my neighbors who bought houses little earlier than me were given a 2/3 year contracts so it is completely unethical and illegal on their part to push me into a contract for 5 years without informing me. As far as equipment cost and installation cost is concerned , I am sure they collected that money from the mortgage as I can see a component from Guardian in the mortgage document. These people are into misinforming and cheating their customers and earning money by unethical means. When I contacted them and asked what needs to be done to reduce or end the contract, they tell me that I need to pay them $2000(approx) as early termination fee! Really? Am I buying a car from them that I have to keep paying them for 5 years.

Desired Settlement: I want a solution where Guardian reduces the contract term to 2 or 3 years which is reasonable in my understanding.

Business Response:

December 22, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ******** ******, Case #********

Dear Ms. ****:

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

Upon receipt of Mr. ******’s complaint, Guardian conducted a thorough review of his account. Our records indicate Mr. ******’s initial transaction with Guardian occurred April 1, 2015, at which time he executed a Residential Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as 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.

A “Notice of Cancellation” form, which bears Mr. ******’s signature, was also provided at the time of sale. This form serves to document that Mr. ****** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term period. During that timeframe, Mr. ****** possessed the option to cancel his transaction with no further obligation. Mr. ****** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

Upon receipt of the subject complaint, Guardian contacted Mr. ****** to discuss his concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to reduce the initial term of Mr. ******’s Agreement from sixty (60) months to thirty-six (36) months. Mr. ****** has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A****, 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,
******** ******

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In regards to Customer # ******* I would like to file a complaint against Guardian Protection Services for home alarm security services. The complaint is in regards to the fees charged when having to relocate due to military orders. I had to pay $195 in June 2015 when I received Permanent Change of Station orders. I was recently re-located again due to a duty position transfer and thus forth will have to pay another $195 to get my alarm system properly operating. I have spoken with the Account Management Team of Guardian many times. The management team has not been able to help. On 12/12/2015 I spoke to a team member named "Will" who was helpful and understanding of the situation and advised me that he would get with his supervisors concerning the incident and we call me back on 12/14/15. I did not receive a call back on 12/14/15 so I called the management team. Linda T******** took my call. Linda was extremely rude and non-considerate of my circumstances. In regards to the $195 fee she made comments such as, "We won't go in the hole for you". I advised her that being with this company has been such a bad experience I would rather pay out my contract of over $1,800. She soon replied, "Do you want me to send you the invoice?" in regards to canceling my contract. Linda gave me the worst customer service since I have been with Guardian starting 8/27/2012.

Desired Settlement: My desired outcome is to either have a service technician come to my residence and connect the service without paying the fee or discontinue service breaking the contract without having to pay the total cost of breaking the contract.

Business Response: December 17, 2015

BBB of Western Pennsylvania
Attn: ******** ****
*** ******* ****** ***** ***
*********** ** *****

RE: ***** ** ******, Case #********

Dear *** ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank *** ****** for his business as well as his military service to protect our nation.

Guardian is deeply concerned with *** ******’s expressed discontentment relating to an interaction with a Guardian 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. *** ****** 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 appropriate measures including disciplinary action.

Upon receipt of your letter, Guardian contacted *** ****** to review his concerns directly. During that conversation, Guardian’s representative offered to waive the $195 relocation fee and schedule a technician to activate *** ******’s system at no charge to him in exchange for a new 34-month Agreement. Guardian’s representative further explained that should *** ****** move again in the future, Guardian will offer to relocate his service again and provide a base package at no charge in exchange for execution of a new 60-month Agreement. *** ****** accepted Guardian’s offer and expressed his satisfaction with this resolution.

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

Sincerely,

Kathleen V***** Director
Account Management Department

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. 

Regards,

***** ******

12/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a Guardian security system at my last home. When it was initially activated, the service representative at my home told me that we could cancel if we ever sold our home. Early this summer, we sold our home and my husband called the company to notify them of this. At that time they told him it would be cancelled. We are still receiving a bill months later even though the service was shut off on July 15, 2015. I have called and talked to customer service who state we were under contract until the new owners of our home reactivated the system. Therefore, we are getting billed for a service that we couldn't even access or use.

Business Response:

November 19, 2015

RE: ********* ********, Case #********

Dear Ms. *****

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

Ms. ********’s letters cites dissatisfaction with the balance due on her account after moving from the monitored premises. Guardian has researched its records and offers the following in response.

For background, Ms. ******** executed a Monitoring Agreement (“Agreement”) with Guardian on March 14, 2013. The initial term of the Agreement was designated as a period of thirty-six (36) months.

In June 2015 with ten (10) months remaining in the initial term of her Agreement, Mr. ******** informed Guardian that the parties were moving from the monitored premises and were unable to transfer services to their new home. Guardian’s representative explained that an early termination fee was required to cancel as Mr. and Mrs. ******** remained within the initial term of the Agreement. Guardian’s representative also explained that the new homeowner could activate services under a new Agreement which would relieve Mr. and Mrs. ******** from the remaining term. Mr. ******** acknowledged his understanding and requested that services be disconnected effective July 15, 2015.

In August 2015, Mr. ******** contacted Guardian to dispute receipt of a billing statement, stating his services had been cancelled in June 2015. Guardian’s representative explained that Mr. and Mrs. ******** remained within the initial term of their Agreement and that while monitoring services were disabled in June 2015, Mr. and Mrs. ******** remain obligated to remit monthly payments until the end of the initial term. Guardian’s representative also informed Mr. ******** that the new homeowners had expressed interest in activating monitoring services. Upon the new homeowners’ execution of a monitoring agreement, Mr. and Mrs. ******** would be relieved from all further obligation.

The new homeowners did activate monitoring services effective September 9, 2015. A final invoice was generated and mailed to Ms. ******** on September 10, 2015.

On November 18, 2015, Ms. ******** contacted Guardian to dispute the final invoice. Guardian’s representative explained that the terms of Ms. ********’s Agreement state she remains obligated to remit monthly payments until the end of the initial term even if she moves from or sells the monitored premises. Ms. ******** expressed dissatisfaction with Guardian’s explanation and Guardian received the subject complaint shortly thereafter.

Notwithstanding the above, while Guardian maintains its legal right to pursue full payment of the final balance owed, in this instance and in order to bring swift resolution to this complaint Guardian has waived the balance due on Ms. ********’s account. Accordingly, Ms. ******** will receive no further billing statements from Guardian.

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 me directly at ###-###-####, ext. *****.

Sincerely,

Kathleen V****, Director
Account Management Department

12/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Home exterior intercom system originally installed in March 2010. Stopped working and was replaced in 2011 while inside of warranty. Stopped working again in 2015 outside of warranty. Called customer service which required an upfront $85 fee for technician to come out an troubleshoot. Technician (Anthony) showed me the exterior intercom device and noted the there were rusted internal components due to an improper install (had not been caulked and sealed properly to prevent water penetration). The technician further explained that it would be replaced free of charge as Guardian assumed responsibility for improper install. He explained that he needed to place an order for the part and it should arrive in 1 week. I received a bill after this visit and called customer service which waived the fees and said it was sent in error. I called customer service after 1 1/2 weeks and was told the part was delivered to the warehouse and I would have to wait until the technician picked it up to schedule an install. I did not receive a call to schedule an install for 3 weeks from the original service visit. The same technician, Anthony, arrived to install the replacement intercom. The replacement was a bronze color. The original was white. I inquired about the change in color without my knowledge and was told this is all he had. He replaced the intercom and confirmed again that there was no charge. I received a bill for this 2nd visit and called customer service who explained they would research and get back with me. A return message was left on my voicemail explaining that since the part was out of warranty I would be required to pay. I've now called customer service on 3 additional occasions and have been told they would research and get back with me. In lieu of getting back to be, I receive another copy of the bill. If I am now required to pay for this part and install, I want an exact replacement for what was removed - a white intercom.

Desired Settlement: Waive all pending fees and honor what your technician explained on 2 separate occasions and customer service acknowledged prior to the part being installed.

Business Response: November 19, 2015

RE: ***** *****, Case #********

Dear Ms. ****:

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

Mr. ***** has requested that Guardian waive the costs associated with onsite service conducted at his home on July 29, 2015. Upon receipt of your letter, Guardian spoke with Mrs. ***** and apologized for any confusion or inconvenience. Guardian’s representative explained to Mrs. ***** that normally the cost to replace a device so far out of warranty cannot be waived. Notwithstanding, in a good faith effort to resolve the *****s’ concerns, Guardian’s representative offered to apply a credit to the account for the onsite service conducted on July 29, 2015. Guardian’s representative also offered to replace the brass device with a white device and have it installed at no charge. Mrs. ***** accepted. Accordingly, Guardian conducted onsite service at the ***** residence on November 18, 2015 at which time the brass intercom was replaced with a white intercom at no charge. Subsequent to the onsite service appointment, Guardian spoke with Mr. ***** who expressed his satisfaction with the installation of the device and with Guardian’s resolution to his concerns.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guardian agent, Tyler M***, misrepresented the protection package that we would be getting and what the charges would be. We were told that there would be no installation fee and that everything was part of the package except for the extra window sensors that we wanted. The contract that we signed was in a tri fold format so when we signed the first sheet we did not see all of the charges that Mr. M*** had added on the second page because it was folded under. We have been billed for over $800 in installation fees and other products that were all supposed to be part of the package. It is a very misleading contract because when you sign it, you are not seeing all of the charges and the agent did not disclose any of the charges that he had added without our knowledge.

Desired Settlement: We just want what was promised to us in the package that we thought we were getting and paying an extra fee for the 3 window sensors over a 3 month period. The package that was promised to us included a front door camera, front door lock, motion detector and window sensors with no installation fees.

Business Response:

November 19, 2015

RE: **** ****** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. **** ******. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Mr. ******’s letter expresses discontent with his sales transaction with Guardian. Our records indicate Mr. ******’s initial transaction with Guardian occurred on July 21, 2015 at which time Mr. ****** executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian’s services. The initial term is designated to be thirty-six (36) months.

A Notice of Cancellation form was also provided at the time of sale which served to document that Mr. ****** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian. During that timeframe, Mr. ****** possessed the option to cancel his transaction with no further obligation. Mr. ****** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Mr. ******’s system was installed and activated on August 3, 2015.

Mr. ****** has expressed dissatisfaction with costs associated with equipment he selected at the time of sale. Respectfully, our records indicate the pricing of Mr. ******’s selected equipment was clearly defined in Section G of his Sales Agreement. Additionally, Mr. ****** was provided three (3) days to review the terms of his Sales Agreement, including the cost of his selected equipment, and cancel the transaction with no further obligation. Please note that Guardian did not install Mr. ******’s system until thirteen (13) days after he executed the Sales Agreement, which provided Mr. ****** with additional opportunities to review his Sales Agreement prior to installation.

Upon receipt of your letter, I reached out to Mr. ****** to provide the above explanation and to discuss his concerns directly. Unfortunately, I have been unable to speak with Mr. ****** directly.

Respectfully, Guardian is unable to simply waive the costs associated with the equipment selected by Mr. ****** as he has requested. Notwithstanding, it is Guardian’s sincere desire to earn Mr. ******’s satisfaction. To that end, Guardian proposes the following options:

1. Guardian will waive the cost of the equipment set forth in Section G of his Sales Agreement ($594.29) in exchange for execution of a new 60-month Monitoring Agreement; or

2. Guardian will apply a credit to Mr. ******’s account in the amount of $200.00 toward the cost of the equipment set forth in Section G of his Sales Agreement. Additionally, Guardian will allow Mr. ****** to remit payment of the remaining balance in monthly installments until paid in full.

Guardian believes the above offers to be fair and reasonable and is hopeful that Mr. ****** will concur. The above offers are extended until close of business on December 17, 2015 after which they will be rescinded. Mr. ****** may contact me directly at the telephone number found below to discuss these offers at his convenience.

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

Sincerely,

Andrew A****, Manager
Customer Service Department          

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint: We moved into our house in July of 2015. The previous owners had a Guardian system installed so we decided to keep the original equipment and set up a contract with them. Someone representing Guardian came over to activate our existing system. My husband signed a contract with them, which we never received a copy of. The only piece of paper we have is a service work order in which it states the system was replaced - it was not replaced. We have not used the system and my husband called to cancel service today, 11/4/15, because we don't use it. He was told he signed a 5 year contract and we can not get out of it. We can not review the contract because we never received it. The work order is dated 8/31/15 Resolution:

Desired Settlement: We would like to resolve this issue by getting out of our contract and not pay for anything. Our info: ***** *** **** ******* **** **** ****** ****** East Sarasota, Fl 34243 ###-###-#### ********************** ********************* Business info: Guardian Protection Services, Inc Local: 17

Business Response: November 10, 2015
RE: ***** *** **** *******, Case #********

Dear Ms. *****

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

For background, our records indicate Mr. and Mrs. *******’s original transaction with Guardian occurred on August 6, 2015 at which time Mr. ******* executed a Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was designated as 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. Our records indicate that Mr. and Mrs. *******’s services were activated on August 31, 2015.

On November 4, 2015, Mr. ******* contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. ******* that he remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian contacted Mr. ******* directly. In a genuine effort to earn Mr. *******’s satisfaction, Guardian agreed to reduce the initial term of his Agreement to twelve (12) months. Mr. ******* has expressed his complete satisfaction with this resolution. Guardian values Mr. and Mrs. ******* as customers and appreciates the opportunity to earn their trust in the services we provide.

Thank you for assisting Guardian in resolving this matter with Mr. and Mrs. *******. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A****, Manager
Customer Service Department

11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January 2015, I contacted Guardian to ask about moving my alarm system from my primary residence to my rental property. I was told that the contract for the primary residence would be up in November and it didn't make sense to move the service, so I initiated new service. Information was misrepresented over the phone to bait the customer into new service. I called to day to stop the monthly payments and make sure the service would be stopped in my primary residence and I was told I had a remaining 33 months under contract. THIS IS NOT what I was told when setting up the service. I started with Guardian in November 2011 with a 5 year contract, which technically will be up in November 2016. When I moved my service in April 2013 and again in October 2013, I was told it would only extend the contract a few months. I was not told it would start a NEW CONTRACT from scratch. This is misleading. When I was told my contract would end in November (I was misled to think it would be November of this year, with that being so close at hand I just thought I would start new service at the rental property, since the overlap in payments would be short lived. Today I am told I have an additional 33 months left to this contract and I believe that is in error. One thing is marketed verbally and the printed word states something different. Guardian should be more transparent in their marketing and I find this misleading to the point of it being intentional.

Desired Settlement: I would like my original contract November 2011, adjusted so that I am done with payments in November 2016 and not August 2018. I would have never started NEW service at my rental property, if I knew it was this long owing on the contract. NOW I HAVE TWO CONTRACTS and I only need one. Their misrepresentation cost me in an additional contract.

Business Response: November 24, 2015

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

Upon receipt of your letter, Guardian researched Ms. ********’s account. As a result, Guardian discovered that an error had been made when preparing the paperwork to relocate Ms. ********’s services from one location to another. Guardian immediately reached out to Ms. ******** and apologized for the error. In light of the error, Guardian has cancelled the account associated with ***** ********** ******* ** ********, Maryland. Monitoring services at this location will be disabled effective November 21, 2015 per Ms. ********’s request. As such, Ms. ******** will receive no further billing statements from Guardian relative to this location. Ms. ******** has expressed her satisfaction with this resolution.

Again, Guardian sincerely apologizes to Ms. ******** for the error and any inconvenience. Guardian values Ms. ******** as its customer and appreciates the opportunity to continue providing security monitoring services at her other locations.

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

Sincerely,

Kathleen V***** 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.  Guardian's response is an accurate account of their actions to resolve the matter.  Thank you.

Regards,

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

11/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Unable to cancel our service while experiencing financial difficulties. We called to cancel our service because of a change in employment that left us with less income. The company refused to allow the service to be canceled without payment for the entire rest of the service in full.

Desired Settlement: Want to cancel the contract and not receive service from the company any further without paying a fee equal to the entire amount that would be left if we kept the service.

Business Response: September 23, 2015

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

Mr. ******** has requested the cancellation of his account citing financial reasons. In light of Mr. ********’s request, Guardian has reviewed his account and offers the following information.

For background, Mr. ********’s account came to Guardian by way of an authorized dealer of Guardian known as ****** Technology Solutions (“******”). As such, all aspects of Mr. ********’s sales transaction and system installation 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.

Our records indicate that Mr. ********’s original transaction with ****** occurred on March 6, 2014 at which time Mr. ******** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ****** in order to engage monitoring services. The initial term is designated as five (5) years. Mr. ******** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. ******** also executed the Agreement by affixing his signature at the bottom of the form. ****** activated Mr. ********’s system on March 10, 2014.

On September 12, 2015, Mr. ******** contacted Guardian and requested the cancellation of his account due to financial difficulty. Guardian’s representative explained to Mr. ******** that he remained within the five (5) year initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. In a genuine effort to assist Mr. ********, Guardian’s representative offered to lower his monthly rate and also offered to apply a credit to Mr. ********’s account equal to one month of monitoring services. Mr. ******** declined to lower his rate however accepted the credit to his account. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ******** to review the concerns set forth in his complaint. During that conversation, Guardian’s representative explained that while Guardian is unable to simply cancel the account, Guardian does have a number of options to assist Mr. ******** at this time. Guardian’s representative explained that Mr. ******** is eligible to receive two (2) additional credits to his account which would allow him time to regain financial stability. Guardian’s representative also offered to lower Mr. ********’s monthly monitoring rate. Additionally, Guardian’s representative explained that Mr. ********’s account could be placed in an inactive status for up to nine (9) months, again to allow Mr. ******** the opportunity to regain financial stability. Guardian’s representative apologized to Mr. ******** that these options were not initially presented to him however Guardian sincerely wishes to assist him in any way possible. In a final gesture of good faith, Guardian’s representative offered to accept a 20% reduction to the early termination fee if Mr. ******** wished to cancel the account immediately. Mr. ******** stated he wished to consider the options and would contact Guardian with a decision.

Subsequent to that date, Guardian has left a number of voicemail messages for Mr. ******** to follow up and offer further assistance. To date, Guardian has not heard back from Mr. ********.

Guardian believes the above options to be fair and reasonable and is hopeful that Mr. ******** will concur. Please be assured that Guardian will continue to reach out to Mr. ******** and will make every reasonable effort to resolve his concerns to his satisfaction.

Thank you for informing Guardian of Mr. ********’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A****, Manager
Customer Service Department

Consumer Response: In Response

As Mr. A**** states, I did call on September 12th to request cancellation of my account. The service agent I spoke to on the phone, informed me that my agreement called for an “early termination fee” which was 100% of the amount that remained on my 5 year term. She informed me that I had agreed to this upon signing up with ****** Technology. We advised her and her supervisor that paying out 100% of the remainder of the contract would not be financially feasible, as it was over $2,000.00. She offered us one month’s credit to my account but I had already made a payment for the month so she advised the credit would roll over to next month. We explained again, that we wanted to cancel our service and not receive reduced payment amounts, but were once again informed that we had agreed to an early termination fee. During this call, I requested a copy of our contract so that we could review the agreement for the early termination fee.

I spoke with Joe in Guardian’s customer retention department for the first time on September 15th, where he advised me of the ability to apply more credits to my account or to suspend my account for a period of 3-9 months. Joe did offer to reduce the payment for the early termination fee down to $1,500, but once again reiterated that it was outlined in our contract. I advised Joe that I would consider these options. I attempted to call Joe back on September 16th and left a voicemail.

Over the course of the next week, I also started working in my new position and Joe leaves the office at 3:30 central time, while I am still working. This has not been conducive to our connecting as we have each left the other multiple voice messages. Mr. A****’s statement that they have not heard back from me is not truthful. I left another message for Joe on Monday September 21st and missed a phone call from him on Tuesday September 22nd before Mr. A**** sent his response to you on Wednesday September 23rd.

We received the contract on Friday September 18th. After reviewing the contract, I noted that it did not have any clauses or terms regarding early cancellation fees. I called and spoke with Joe the morning of Thursday September 24th 2015 and informed him that I did not see anywhere in the contract where early termination fees were outlined or explained. Joe referred me to section 12 on Termination and Default, which states the following:

Section 12 Termination; Default
“If you fail to make a payment when payment is due, Your system repeatedly generates false alarms, or You abuse Our staff, We may discontinue installation, monitoring and service, terminate this Agreement, and recover all damages to which We are entitled including, without limitation, the value of the work performed and the amount due to Us for the unexpired term of the Agreement, including loss of profits. You also agree to pay for any and all collection agency fees, attorney fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed. We may impose a monthly late fee on all payments more than thirty (30) days past due in an amount equal to $5.00 each until paid, or the maximum amount permitted by Pennsylvania law, whichever is less. The provisions of this agreement that apply to any claim or suit will survive the cancellation, termination or expiration of this Agreement. You agree to pay Us $25.00 any time Your check, credit card charge, or ACH debit is returned to Us whether for lack of funds or otherwise. Your obligations under this agreement continue even if You sell or leave the Premises.”

I advised Joe that I was not failing to make a payment, but instead wanted to cancel the terms of our contract, and did not view this section as setting forth any type of early cancellations fees that I had agreed to as previously mentioned. Joe placed me on hold while he contacted Guardian’s dealer dept. and came back and stated that cancelling a contract is viewed as failing to make a payment. I informed Joe that I was not failing to make payments, and I just wanted to cancel the current terms. Joe did offer again to lower the early cancellation fee down now to $1,000.00. I, once again, advised Joe that I did not have $1,000 available to pay to cancel their services and did not see this section in the contract as pertinent to any type of early cancellation fee and told him I would be back in touch with him when I had considered my options.

I staunchly disagree that cancelling a contract equates to failing to make a payment and do not believe that this early termination fee Guardian is trying to enforce is something I agreed to. In the name of compromise, I will offer to pay $250 for any costs incurred by the company due to my cancelling but my contract clearly does not specify this and does not include any mention of cancellation fees. I will make access to any equipment they need available as soon as they need it.

Thank you,

**** ********
###-###-####

Business Response:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. ********’s additional comments. Upon receipt of your letter, Guardian did reach out to Mr. ******** to review his concerns. During that conversation, Guardian’s representative explained that Guardian is unable to accept a reduced early termination fee of $250 as proposed by Mr. ********, as it would not allow Guardian the opportunity to recover the investment made in Mr. ********’s home. Guardian did offer to further reduce the early termination fee to $1,000 in a genuine effort to assist Mr. ********. Guardian also offered to accept payments of the early termination fee in monthly installments until the amount is paid in full. Mr. ******** declined all offers.

Respectfully, Guardian is unable to accept payment of an early termination fee which is less than the amount invested in Mr. ********’s home. While Guardian understands that customers may encounter circumstances whereby they wish to end their obligation prior to the end of the initial term, allowing the customer to do so without payment of an early termination would result in Guardian incurring a significant financial loss. Expensive electronic security equipment was provided and installed at little or no cost to Mr. ******** with the expectation to recover that cost over the five (5) year initial term of his Agreement. Guardian has not been provided the opportunity to recover its investment in Mr. ********’s home and therefore cannot accept an early termination fee in the amount of $250 to cancel Mr. ********’s account.

Guardian has made every reasonable effort to satisfy Mr. ******** by providing him a number of options to assist him. To reiterate, Guardian has offered:

• to apply credits to his account,
• to lower his monthly monitoring rate;
• to place his account in an inactive status for up to nine (9) months; or
• to accept a drastically reduced early termination fee.

Regretfully, Mr. ******** has found none of Guardian’s offers to be satisfactory.

Guardian has at all times honored its obligations under the Agreement and respectfully expects Mr. ******** to reciprocate. Guardian believes the above options to be fair and reasonable and is hopeful that Mr. ******** will concur. The above offers shall remain available to Mr. ******** until close of business on November 10, 2015 after which they will be rescinded. Alternatively, Mr. ******** may continue to remit timely monthly payments until such time that he is eligible to cancel his account.

Thank you for allowing Guardian to address Mr. ********’s additional comments. Should you have any questions, please contact me directly at ###-###-####, ext. ******

Sincerely,

Andrew A****, 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.

In Response: 

Mr. A**** and Guardian are not offering the solution I am
requesting. I want to cancel my contract, I do not want reduced rates, credits
applied, or an inactive account that will only extend the terms of said
contract.
I am also not offering an early termination fee to Guardian
Protection Services. My offer of $250 is for any costs incurred with regards to
having to cancel the service or reclaim any equipment. As I initially iterated,
nowhere does the contract state that I will be required to pay an early
termination fee. I have again included what is in the contract that Mr. A****
and Guardian are referring to again below:
Section 12
Termination; Default

“If you fail to
make a payment when payment is due, Your system repeatedly generates false
alarms, or You abuse Our staff, We may discontinue installation, monitoring and
service, terminate this Agreement, and recover all damages to which We are
entitled including, without limitation, the value of the work performed and the
amount due to Us for the unexpired term of the Agreement, including loss of
profits. You also agree to pay for any and all collection agency fees, attorney
fees and related costs, whenever this matter is referred to collection and
whether or not a suit is filed. We may impose a monthly late fee on all
payments more than thirty (30) days past due in an amount equal to $5.00 each
until paid, or the maximum amount permitted by Pennsylvania law, whichever is
less. The provisions of this agreement that apply to any claim or suit will
survive the cancellation, termination or expiration of this Agreement. You
agree to pay Us $25.00 any time Your check, credit card charge, or ACH debit is
returned to Us whether for lack of funds or otherwise. Your obligations under
this agreement continue even if You sell or leave the Premises.”

And to Mr. A****’s statement that
“Expensive electronic security equipment was provided and installed at little
or no cost to Mr. ******** with the expectation to recover that cost over the
five (5) year initial term of his Agreement”, as the first page of the contract
shows, I paid $349 for installation and equipment. Also worth noting, is that
the ****** Technology equipment was already present when we moved into this
location, which is why we contacted ****** in the first place. So the
“expensive equipment” was already present and we paid for installation of any
upgrades that were performed at the initial signing of this contract.

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

Business Response: November 5, 2015
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. *********s additional comments dated October 23, 2015. Guardian has provided Mr. ******** with a number of options available to him, including cancellation of his account, in an effort to satisfy his concerns in a manner that is fair and reasonable to all parties. Guardian regrets that its efforts to resolve this matter have not met Mr. *********s expectations.

On November 5, 2015, I reached out to Mr. ******** directly to discuss his concerns. As a final good faith gesture to bring this matter to a close, I informed Mr. ******** that Guardian will agree to accept a reduced early termination fee in the amount of $500 to cancel his account. This offer is extended to Mr. ******** until the close of business on December 5, 2015 after which it will be rescinded. If Guardian does not receive payment of $500 prior to close of business on December 5, 2015, Guardian will reserve the right to pursue fulfillment of the full terms of Mr. *********s Agreement. Mr. ******** acknowledged his understanding of the offer presented to him and expressed that he wished to review the offer with his wife before making a final decision.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

11/18/2015 Problems with Product/Service
11/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The primary issue is in regard to Guardian Protection Services contract "Auto-renewal" clause and enforcement against me. I am a totally disabled person. When I became disabled, which occurred during my initial five-year contract with said business, I contacted this business to inquire if they had a relief program for customers with disabilities. This was on December 7, 2012. The customer service representative I spoke with that day (her name is Patti) told me that indeed they did and would put my current contract in a forbearance mode. I did not have to pay them for the next three months, but the representative explained that this action would extend my contract by a period of six (6) months. I agreed orally to that arrangement. My contract dates were from April 2, 2010 through April 1, 2015. This new forbearance arrangement would then extend my contract to October 2, 2015, which again, I agreed to. Clause "C" of my contract explained the auto renewal policy and that if I chose to NOT renew for another five years I had to notify them in writing at least 30 days before the renewal date, which I understood was now October 2, 2015. I called customer service several if not many times during my initial five-year contract because the alarm system NEVER worked properly from the day it was installed. Every time that I would "arm" the system it would result in a false alarm within a few hours of arming. I complained to Guardian Protection Services about this many times. It took them more than four (4) years to finally send a technician to my house to try to find the problem. Guardian never did find or fix the problem of the system giving false alarms, but I paid my monthly fee on time every time it was due. I had expressed orally to their customer service department that I had no intention of renewing my contract because I was paying for a service that was defective and therefore couldn't justify continuing to pay for something that didn't work properly. I notified Guardian Protection Services in writing thirty days prior to contract expiry date of October 2, 2015. I received no response. When I telephoned customer service on September 4, 2015 the representative told me that I couldn't cancel because the contract was renewed on April 2, 2015. The only way I could sever ties with them was to pay a fee of $241.73. I protested, but the pleasure of a punitive fee on me seemed their only concern. I have written letters to the company CEO, the VP of Sales and to the Executive Assistant regarding this matter and have received absolutely no response. I sent them a check for their early termination fee which they cashed. I am incensed that for five years I paid for something that didn't even work properly to begin with and that I have been penalized for trying to fire them as my security services company. These facts that I stated in this letter can be corroborated by an audit of Guardian Protection Services records on my account. They record all customer telephone calls and all alarm reports.

Desired Settlement: I believe that I should not only receive my early termination fee of $241.73 back, but should also receive at least a partial refund of the monthly fees that I paid to them from April 2, 2010 through September of this year because the system that they installed in my home did not work properly. Thank you.

Business Response:

October 28, 2015

RE: ***** ***** – Complaint ID #********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *****’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. *****’s concerns.

Mr. *****’s letter disputes the automatic renewal of his contract. Our records indicate Mr. *****’s initial transaction with Guardian occurred on April 2, 2010 at which time Mr. ***** executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. *****’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. *****’s Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. *****’s initial term renewed on April 21, 2015.

On September 15, 2015, Mr. ***** contacted Guardian and requested the cancellation of his account, stating he was unhappy with his services. Guardian offered to schedule onsite service to inspect and correct any issues, however Mr. ***** declined. Guardian’s representative informed Mr. ***** that his initial term had renewed and an early termination fee was required to cancel the account. As a gesture of good faith, Guardian’s representative offered to accept a 50% reduction of the early termination fee. Mr. ***** accepted and remitted the amount of $241.73. Upon receipt of Mr. *****’s early termination fee, Guardian processed the cancellation of Mr. *****’s account effective October 6, 2015. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. In good faith and in order to bring swift resolution to this matter, Guardian has agreed to refund the early termination fee previously remitted by Mr. ***** in the amount of $241.73. Mr. ***** has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

11/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I requested service for the relocation of the panel. I was not made aware of the charges/rates for the service call prior to the tech coming out to the location. Once the service call was completed they charged my account over $137.50. I was not made aware that there is a set charge for the service call and was lead to believe that it was a $25.00 service call fee. After I received the bill, i called the company and they informed me that they did not have to disclose the fee for the service unless I asked for it beforehand. This is unprofessional and slamming me into fees that I did not agree to. If they had informed me of the cost for the service call when I placed the request, I would not have relocated the service.

Desired Settlement: I would like my billed adjusted to the $25.00 service call fee that was we was informed when there is a need for a tech to come to the location.

Business Response: November 11, 2015


RE: ****** ****** ***** – Complaint ID #********

Dear Ms. *****

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.

Mr. ******s letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premises. Upon receipt of your letter, Guardian conducted a thorough review of Mr. ******s account including a review of all recent telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)

Our records indicate Mr. ***** contacted Guardian on September 29, 2015 and requested onsite service to relocate several security devices due to renovations at the monitored premises. Guardian’s representative informed Mr. ***** that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of normal wear and tear. Mr. ***** acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, 2015. Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr. ***** for $137.50.

On October 26, 2015, Mr. ***** disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointment. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ***** to discuss his concerns directly. During that conversation, Guardian’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be needed. Guardian’s representative further explained that the telephone conversation with Mr. ***** on September 29, 2015 had been reviewed and Guardian did find that Mr. ***** was informed that the onsite service appointment was subject to standard billing rates. Notwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%. Mr. ***** accepted and expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A***** 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,

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

11/11/2015 Billing/Collection Issues
11/10/2015 Problems with Product/Service | Complaint Details Unavailable
11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In April of 2015, we had an emergency, which required us to cut back on our bills. I called Guardian Protection Services and asked how I was to cancel services with them. I was told that my services with them would be cancelled. The next month we received a new bill charging us again. I informed them that I don’t have the income to pay them anymore and I had to cancel them services. I informed them that I am a permanent and totally disabled veteran who lives on a fixed income and that I raggedly could not pay them. Again, the representative told me the contract was going to be cancelled and I would be hearing from a representative from the cancellation department. I never received that call. Instead, I received another bill. When I called I was put through the same circle. I ended up pleaded with them to help me out with some sort of rational solution, a cancelation fee, for them to perhaps pick up the equipment, something to simply settle this. Instead, they told me that I would have to pay upward of $3000 to cancel the services. Instead of working with me they continued to pursue money, which I honestly don’t have. I mean I wish I could pay them. I received a notice again this month stating that they have sent my account in for legal action. Again, I called and told them my situation and they refuse to work with me in any way. Instead, they said there was nothing they could do because my account was now in the hands of a collection agency. I highly recommend that you as a consumer do not purchase services with this company. In the event of a financial situation, they will not help you in any way. They simply want their money at all costs. Even the initial salesman told me that we could cancel if necessary. He explained that there was a contract, but it wasn’t hard to cancel and that I could cancel after 12 months if I had to. He explained that the contract was renewed on a 12-month basis and if I needed to cancel I would have to call and give a 60-day notice prior to the end of the 12 month period. He explained that I had to wait until the 12-month term to cancel unless I had kept the services for 60 months. I was completely misled, on multiple occasions.

Desired Settlement: I ultimately desire for this matter to be settled with some sort of reasonable resolution. This account, despite my efforts to work with this company, has been sent to a collection agency. I want this to end. I can not pay this monthly fee anymore and I've communicated with the company from the beginning. The balance of $326.94 needs to be adjusted back to the month of April when I originally informed this company that I wished to cancel. Rather than misleading my family, I also want their sales persons to be more honest about how strict of a contract really is.

Business Response: October 21, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ******* ** ****** – Complaint ID #********

Dear Ms. *****

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

Mr. ****** has requested the cancellation of his account citing financial reasons. Guardian has reviewed Mr. ******’s account and offers the following information.

While Mr. ******’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 ********** ***
, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. 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.

Our records indicate that Mr. ******’s original transaction with ******** ***** occurred on July 19, 2014 at which time Mr. ****** executed an Agreement for Monitoring and Installation of Security System (“Agreement”) in order to engage monitoring services. The initial term is designated as sixty (60) months. Mr. ****** acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. ****** also executed the Agreement by affixing his signature at the bottom of the form. ******** ***** installed and activated Mr. ******’s system on July 19, 2014.

On June 4, 2015, Guardian contacted Mr. ****** regarding the status of his account. During that conversation, Mr. ****** stated he believed his account to have been cancelled in March 2015. Guardian’s representative reviewed its records and politely explained that Guardian had no record of speaking with Mr. ****** since December 2014. Guardian’s representative offered to transfer Mr. ****** to the cancellation department however Mr. ****** declined.

Guardian contacted Mr. ****** several times over the next month to review his account status. During each call, Mr. ****** requested to cancel his account however declined all offers to be transferred to the cancellation department.

The cancellation department did reach Mr. ****** on July 23, 2015. During that conversation, Mr. ****** stated he was experiencing financial difficulty and wished to cancel his account. Guardian’s representative explained that 49 months remained in the initial term of Mr. ******’s Agreement with ******** ***** and that he was ineligible to cancel the account without payment of an early termination fee. Guardian’s representative did offer to apply credits to Mr. ******’s account or to temporarily lower his monthly monitoring rate in a good faith effort to assist him however Mr. ****** declined at that time. Guardian spoke with Mr. ****** several times over the next month in a genuine effort to assist him however the parties were unable to reach a resolution to Mr. ******’s concerns. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ****** who expressed he was willing to remit a reasonable early termination fee to cancel the account. As such, ******** ***** has in good faith authorized Guardian to accept a drastically reduced early termination fee to be paid in monthly installments. Guardian has relayed that offer to Mr. ****** who has accepted and expressed his satisfaction with this resolution.

Thank you for informing Guardian of Mr. ******’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A***** Manager
Customer Service Department

11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I Cancelled service with this company and they have continued to bill me two additional months after I cancelled, Now the company is stated to me that they will not stop billing me until I pay a past due balance of 59.00. I currently have another security system in my home I am no longer being monitored by this business I have asked that they send me the bill so that it could be paid instead they billed me for August and September which was 39.99 each month, They would have been paid off had they stop the payments and sent me a bill. Instead they refused to stop billing me until they received a payment of 59.00. I paid 79.98 when they billed me for two months and another agency was protecting my home. In July of 2015 I faxed this company a copy of my contract this service stared in 2010 and we were no longer in the contract period which implied I could end services at anytime which I did in July 2015.

Desired Settlement: I would like for the company to show that we have paid in full considering we paid for two month of service that they were not our alarm company because we now have **** monitoring our home. And stop trying to take monthly deductions from my bank account I have stopped all payments sense you all have refused.

Business Response: October 21, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ***** ********* Case #********

Dear Ms. *****

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

Upon receipt of your letter, Guardian conducted a thorough review of Mr. ********’ account including all telephone interactions. (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 Mrs. ******** contacted Guardian in July 2015 to request the cancellation of the account in order to engage an alternate security provider. Guardian’s representative informed Mr. and Mrs. ******** that a thirty (30) day written cancellation notice was required. Guardian also informed Mr. and Mrs. ******** that their account reflected a balance due of $59.99 for which payment was required.

Guardian subsequently left seven (7) voicemail messages for Mr. and Mrs. ******** to follow up regarding the written authorization required to cancel their account. Guardian received no contact from Mr. or Mrs. ******** until September 10, 2015 at which time Mrs. ******** disputed the balance due on the account. Guardian received no further contact from Mr. and Mrs. ******** until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Mr. and Mrs. ******** and obtained the written authorization to cancel their account. Accordingly, the account was cancelled effective October 16, 2015. Additionally, in good faith, Guardian waived the balance due on the account. Mr. and Mrs. ******** have expressed their satisfaction with this resolution.

Guardian apologizes to Mr. and Mrs. ******** for any confusion related to the cancellation process. Guardian regrets losing them as valued customers and hope that they will consider using Guardian again in the future.

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

Sincerely,

Andrew A***** Manager
Customer Service Department

11/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I agreed to purchase an in home protection system under the understanding that I was receiving a service that I did not get. I was told by the salesman that the motion detector would be compatible with a pet and it is not. The installer said that the movement of my pet would set off the alarm so we could only use the system without the motion detector. I would not have purchased this for this reason alone because the windows aren't protected so someone could break in through the windows and the alarm would never go off. However, this is not the only problem. I was also told by the same salesperson that I would be able to use an app on my phone to see if any of the doors were open and if so which one. I can not do that with this system. Additionally, I was told that I would be able to use different codes for different family members to see who was coming in and out of the house but again, I can not do that. Also, guardian uses a cable jack and outlet for its system and we were never told that. With all of this information there is NO way that I would have purchased this system because it lacks the things I found necessary. After speaking with a manager I was told there was no way to cancel and if I wanted to I had to have done so in July when the house was being built. In July I didn't know that there was a conflict regarding what I was promised and what I received. The system was installed yesterday and I tried to cancel immediately because I know I do not want this.

Desired Settlement: I already paid the company for the installation as it was rolled into our mortgage. I just want to cancel the service and not be billed for it since I wouldn't have purchased it because it is not as it was represented and I will not be using it.

Business Response: October 15, 2015

BBB of Western Pennsylvania
Attention: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

Re: ***** ***** - Complaint #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. *****. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Mr. *****’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records and offers the following in response.

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. *****’s home builder. As such, Guardian met with Mr. ***** in March 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. ***** decided to engage Guardian to install a monitored electronic security system in his new home. Mr. ***** acknowledged such engagement in writing by executing a Builder Division Sales and Repair Agreement and a Residential Monitoring Agreement (“Agreement”) with Guardian on March 3, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Mr. ***** placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Mr. *****’s system was subsequently installed and activated on October 1, 2015.

The following day on October 2, 2015, Mr. ***** contacted Guardian and requested the cancellation of his account. Mr. ***** cited that a motion sensor was being activated by pets moving throughout the home. Mr. ***** also expressed dissatisfaction that he was unable to see notification that the overhead garage doors where being opened/closed. Mr. ***** further stated he believed he was to receive a zwave door lock. Guardian’s representative apologized to Mr. ***** for his frustrations and offered to swap the motion sensor for a glass break sensor. Mr. ***** declined. Guardian’s representative also explained that Mr. ***** could subscribe to advanced interactive services for an additional $5/month. Mr. ***** expressed he did not wish to increase his monthly monitoring fees. Guardian’s representative then offered to move the motion sensor and add two (2) window contacts at no charge. Mr. ***** declined and stated he wished to cancel the account. Guardian’s representative explained that an early termination fee is required to cancel the account and provided that amount to be $2,651.56. Mr. ***** disputed the information provided to him and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ***** on October 7, 2015 to review his concerns directly. During that conversation, Guardian’s representative reiterated the offers previously made to move the motion sensor and add two (2) window contacts at no charge, and further offered to upgrade Mr. *****’s service to advanced interactive with no additional monthly cost. Mr. ***** declined and requested the cancellation of his account. In a genuine effort to assist Mr. *****, Guardian’s representative offered to reduce the early termination fee by 30% to $1,856.09. Mr. ***** declined Guardian’s offer to accept a reduced early termination fee.

Guardian reached out to Mr. ***** again on October 13, 2015. Mr. ***** disputed the early termination fee amount, stating he would remit a lesser amount ($1,618.20) over the 36-month course of the Agreement. In good faith, Guardian’s representative offered to accept the sum of $1,618.20 to cancel the account, however Mr. ***** declined. Guardian’s representative explained that the cost to provide and install Mr. *****'s system was $1,602.20. Mr. ***** rolled $250 of that amount into his mortgage. As such, Guardian offered to accept the difference ($1,352.20) to cancel the account which would allow Guardian to recover its costs only. Mr. ***** declined and requested that Guardian accept the sum of $400 to cancel his account. Guardian’s representative explained that it was unable to accept Mr. *****’s proposal and reiterated its offer to send a technician to Mr. *****’s home at no charge to move the motion sensor, add two (2) window contacts, and upgrade to advanced interactive with no further monthly cost. Mr. ***** declined all offers presented by Guardian.

Respectfully, Guardian is unable to simply cancel Mr. *****’s account without further payment. Guardian has made every reasonable effort to address and resolve Mr. *****’s concerns however Mr. ***** has declined to provide Guardian the opportunity to service the security monitoring equipment installed in his home. Guardian remains willing to send a technician to Mr. *****’s home at no charge as described above. Alternatively, should Mr. ***** wish to cancel his account, he may do so upon remittance of the reduced early termination fee of $1,352.20. Guardian believes these offers to be fair and reasonable and is hopeful Mr. ***** will concur. These offers are extended to Mr. ***** until close of business on November 12, 2015 after which they will be rescinded.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

10/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wish to file a complaint. I am a 76 year old female, taking care of my 96
year old Mother. I own a home in **** Arizona.
I did not fully understand that ******* ***** Home Protection owned the
equipment and Guardian only monitors their system. Both ******* and
Guardian did an auto payment out of my bank account. I cancelled
both businesses’ access to my bank account. I wrote a letter of
cancellation.(enclosed copy). I received a letter saying I will have to pay
$1250.00 to cancel the contract with Guardian/*******, (enclosed copy).
I have since learned that the young man did not have a license to sale door
to door in **** *verbal only unless under subpoena). I feel this really does
void the contract and I should not have to adhere to the fee of $1250.00.
Respectfully,
******* ****** *****
**** *********** ***** ** *****
Phone ###-###-####

Desired Settlement: void the contract and I should not have to adhere to the fee of $1250.00

Business Response: October 2, 2015

RE: ******* ****** ***** – Complaint ID #********

Dear Ms. *****

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.

For background, Ms. ******s security system was sold and installed by ******* Security Management, Inc. (“*******”) whereby all aspects of her transaction took place directly with *******. Guardian was not present during any aspect of the sales transaction with Ms. *****. Further, Ms. ******s contractual arrangement is with *******, not Guardian. Guardian is simply an agent for ******* to provide services for ******* customers as described above.

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 assist her with the final payment to her previous security provider. ******* is also conducting an investigation into the door-to-door licensing issue referenced in Ms. ******s complaint. Ms. ***** has confirmed her satisfaction with the resolution offered by *******.

Should you or Ms. ***** wish to contact ******* directly, they may be reached at:

******* Security Management, Inc.
***** ****** **** ***** *** ******* ** ***** ********** ***** ********

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,

April M******, Manager
Dealer Operations

10/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unbeknownst to me, the initial tech screwed the door alarm sensors into my doors, in doing so he voided the warranties. Later, when I became aware of the situation, I called the business and spoke with a representative. I explained that they should have used the sticky tabs that every sensor came with. In addition, he also put a phillips head dent in my front door when he screwed it in, by putting too much pressure on his screw gun, and missing the head of the screw. The representative came up with all kinds of excuses. However, none of their excuses exclude them for voiding the warranties on the doors. Countless times I have called them, and told them to call my cell phone, which they NEVER do. They try to call the house for appointments, hoping no one answers. The tech called our home and was late due to the fact he had to drive from 4 hrs away. However, my wife is often home, and he had to come. They continue to avoid this situation, and claim that it is too late to fix the problem. The technician who came out took pictures of all the doors that were drilled into. Then, the representative denied that they did any damage to the doors by screwing sensors in. Who else would have screwed the sensors in the doors? Who else would have a screw gun up that high in that very location? I asked to be relieved of my contract, and they said no. They offered to give me two months free credit.....that doesn't even come close to the replacement value of my doors. I am not unhappy with the actual monitoring, I just want my doors fixed. However, with the way this is going, and the lack of attention from their customer service, and technical partners, I don't feel I should pay them unless or until they fix my doors. The first customer service representative that I talked to over a month ago said, "Yes, they should be using the sticky tabs." Now, after a month, they say no...The tech who came out said that they do it on metal doors, and not wood ones......I said, "They did it on my sliding back door it is wood." He said it's up to the tech....I said, "So you guys just randomly go around messing peoples doors up?!" Of course he didn't have much to say about that. This is the same thing, with everyone I talk to on their end. Full of excuses....well, they damaged my home, and are not willing to fix it. I told them they could wipe the doors with alcohol in the placement of the sensor area, and heat the doors lightly with a heat gun, to remove moisture, and dirt, and the sticky tabs would stick. The only way those sticky tabs do not work, is if dirt or moisture is under them prior to placement. The science of today is far reaching. My parents have their service, which they stuck the sticky tabs on the metal doors, and they have been there for many years. IF you have made significant alterations to the product, affecting its performance, in anyway, that will void the warranty on doors. Holes in doors, not drilled by the manufacturer is one of these reasons.

Desired Settlement: replace the damaged doors, totaling 3 exterior doors.

Business Response: September 22, 2015

RE: ***** ****** – Complaint ID #********

Dear Ms. *****

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. *******

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.

Mr. ******’ letter asserts that installation of his security system caused damage to three (3) exterior doors. Mr. ****** has requested the replacement of these exterior doors as a result. Guardian has conducted a thorough review of Mr. ******’ account and offers the following information.

Our records indicate Mr. ****** initially engaged ******** *****’s services on March 13, 2014. To commemorate his transaction, Mr. ****** executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with ******** *****. The Agreement bears Mr. ******’ signature. Mr. ******’ system was installed and activated by ******** ***** on March 13, 2014.

On August 3, 2015, more than one year after installation, Mr. ****** contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backing. As a result of using metal screws, Mr. ****** asserted that the warranties on the exterior doors had been voided.
On August 6, 2015, a ******** ***** technician went to Mr. ******’ home to replace a panel battery. While onsite, the technician inspected the exterior doors for any damage. It was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installation. Prior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to ******** ***** for review.

On August 25, 2015, Guardian spoke with Mr. ****** and informed him that ******** ***** had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his system. Notwithstanding, in a good faith effort to satisfy Mr. ******, Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring service. Mr. ****** declined and requested the cancellation of his account. Mr. ****** further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doors. Guardian’s representative politely explained that Guardian and/or ******** ***** is not prepared to replace the exterior doors and further explained that Mr. ****** was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with ******** *****. Guardian received the subject complaint shortly thereafter.

Given that the nature of Mr. ******’ concerns relate to the system installation which took place directly with ******** *****, Guardian notified ******** ***** without delay and provided them with a copy of the complaint. Additionally, Guardian immediately contacted Mr. ****** to discuss his complaint directly. Guardian’s representative reiterated that Guardian and/or ******** ***** is not prepared to replace the exterior doors as Mr. ****** has requested, however ******** ***** is willing to provide Mr. ****** with an alternative form of compensation to satisfy his concerns, such as account credits or free equipment. Mr. ****** indicated he wished to consider the offer and would contact Guardian with a decision. Guardian has since reached out to Mr. ****** several times to follow up regarding his decision, however Mr. ****** has not contacted Guardian to date.

Respectfully, Guardian believes the above offer which was authorized by ******** ***** to be fair and reasonable and is hopeful that Mr. ****** will concur. Guardian will continue to work closely with Mr. ****** and ******** ***** to resolve this matter in a manner that is fair and reasonable to all parties.

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

Sincerely,

Andy A****, Manager
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.

First, both names appear on my contract, either one can take payment from my account.  They are partnered with ******** *****, Inc... one is at the top of the header, and one is at the bottom.

Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors.  I called more than credited in Mr. Andy A**** statement, they never called me concerning the issue...NOT ONE TIME.  I do not appreciate being lied about.  NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A****. After the technician came,  I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A**** they contacted me. All of this should be of no surprise, as they record everything.  I am genuinely upset with the way that this has been handled to date.  It is just a run around and wish the contract to be void, I don't want them in my house, or near my property.  As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise.   

It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me.  He said he doesn't work on Mondays, which is one of my days avaible to contact him.

The contract should be voided, as I do not trust, or wish to do business with this company.  I am tired of this, and I didn't plan on accepting the free gizmos from them.  My house and doors are worth way more than that........and so is my integrity.   I do not appreciate the silliness of all this.  They know what has happened...and not once has ******** *****, Inc tried to contact me regarding this issue.  It's just a big circle.

Regards,
***** ******

Business Response: October 13, 2015

RE: ***** ****** – Complaint ID #********

Dear Ms. *****

Thank you for forwarding Mr. ******* additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. ******* letter expresses discontent with Guardian’s explanation that his contractual obligation is with ******** ***** and not Guardian. In an effort to clarify this matter for Mr. ******, please note that his Agreement states, “This agreement is entered into this 13th day of March, 2014 between ******** ****** ***. hereinafter referred to as “Company” and ***** ******.” Guardian is contracted by ******** *****, to provide 24-hour monitoring services, telephone support services and billing services for Mr. ******. A copy of Mr. ******* Agreement with ******** ***** is attached for your reference.

Mr. ******* letter also asserts that he informed Guardian of his concerns with the exterior door contacts prior to August 3, 2015. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Guardian reviewed Mr. ******* account and found no telephone interactions with Mr. ****** prior to August 3, 2015 related to the exterior doors. If Mr. ****** contacted ******** ***** directly regarding this matter, Guardian would have no record of those telephone interactions. Additionally, if Mr. ****** left voicemail messages for ******** ***** related to this matter, Guardian would have no record of those interactions as well. Our records indicate that Guardian has been professional and responsive at all times in its efforts to assist Mr. ******.

Guardian apologizes that its efforts to satisfy Mr. ****** have not met his expectations. Guardian has relayed Mr. ******* concerns to ******** *****. ******** ***** is not prepared to replace the exterior doors, nor is ******** ***** willing to simply cancel Mr. ******* account as he has requested. ******** ***** does remain willing to provide Mr. ****** with account credits or additional security equipment in an effort to earn his satisfaction. Alternatively, should Mr. ****** wish to cancel his account with ******** *****, he may do so upon remittance of the early termination fee as set forth in Section 3 of his Agreement. That amount is designated to be of $1,574.65. (35 months X $44.99 = $1,574.65.)

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

Sincerely,

Andy A****, Manager
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.

  This is incredibly frustrating.  I will seek damages through alternative measures, implicating both parties, since both are on my contract.  Also, it is a bold face lie about the contact prior to Aug 3,..... I have a year and a half AFTER I noticed the damages.  There are many alternative methods I will utilize to my full advantage. Andy A**** has lied about this situation, and or the administration below him has enabled this outcome.  ******** *****, Inc. has cowardly sat by and never called, or contacted me, but left Guardian Protection purposely dangling in the wind, so says Andy A****. This is just not adding up.

Regards,
***** ******

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I receive calls on my cell phone from Guardian Protection Services EVERY DAY. They leave me messages indicating that there is a low battery signal on my alarm system. I am not aware of any problems with the system, and nothing on my equipment indicates a low battery. I am not a customer of guardian protection services. I believe they monitor my property at the request of my landlord, but I have not spoken to them before and I don't know how they got my contact information. When I call them back, they insist that they can't tell me why they're calling without a "verbal code". I don't have a verbal code because I am not their customer. I can't help them with whatever their problem is but they keep calling, and they have refused to stop. All I want them to do is STOP CALLING ME.

Business Response: October 1, 2015

RE: ***** ***** – ID #********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. *****’s concerns. Guardian has reviewed the subject account and offers the following information in response.

Our records indicate Ms. *****’s landlord, ******** ******** entered into a Residential Monitoring Agreement (“Agreement”) with Guardian to engage monitoring services for the apartment currently occupied by Ms. *****. Our records further indicate that Ms. ******* contacted Guardian in March 2014 at which time she designated Ms. ***** as an emergency contact for the premises. At that time, Ms. ******* also designated a limited password for Ms. *****’s use.

In September 2015, Guardian began receiving alerts from the security system which indicated a low panel battery. Pursuant to the instructions provided by Ms. *******, Guardian contacted Ms. ***** to alert her of a potential issue. Unfortunately, Ms. ***** could not verify the security password and, as such, Guardian was not able to comply with her requests to cease calls in response to the low battery alerts.

Upon receipt of the subject complaint, Guardian contacted Ms. ******* and explained Ms. *****'s frustration with the calls generated in response to the low panel battery alerts. Ms. ******* informed Guardian that she would contact Ms. ***** directly and provide her with a limited password which would allow her to access and/or alter account instructions. During that conversation, Guardian also confirmed that a new panel battery had been mailed to the premises. 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 ###-###-####, ext. *****.

Sincerely,

Andrew A****, Manager
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.

1. The business indicates that they were given my contact information in case of emergency at the property. I reject the idea that a low battery signal constitutes an emergency. Besides which, I never saw any indication that there was ever a low battery to begin with.

2. The business is correct, they did send an unnecessary replacement battery. I received the battery, and replaced the old one as indicated. This DID NOT stop the phone calls.

3. LOW BATTERY ISSUES ASIDE, the response does not address the repeated unwanted phone calls, which is the nature of my complaint. The fact that I did not have to give a "code word" to receive phone calls in the first place, but have to give one to stop the calls is a ludicrous way to run a business. I have never heard of a company that cannot provide an alternate way to verify a caller's identity.

4. Recent changes to the Telephone Consumer Protection Act allow consumers to revoke consent to receive robocalls, like the ones Guardian is issuing to me. Here is the relevant verbiage:

"Empowering Consumers to Say ‘Stop’– Consumers have the right to revoke their consent  
to receive robocalls and robotexts in any reasonable way at any time."

https://www.fcc.gov/document/fcc-strengthens-consumer-protections-against-unwanted-calls-and-texts

I would say that repeated phone calls to a company is a reasonable way to revoke consent. I even told them more than once that what they were doing is illegal, and they did not seem to care at all.

5. I still cannot confirm that the phone calls have stopped, and the response to this complaint does nothing to reassure me. When my landlord last spoke with Guardian, they could not even tell her WHY they were still calling me. As far as I can tell, they may still be trying to call me, but I had to go to my phone carrier to have the number blocked.

Guardian's communication policies are absolutely absurd and need an overhaul. I should not have to go through a third party (like my landlord) or outside organizations (like the BBB and FCC) to resolve a simple request like "STOP CALLING ME". 


Regards,

***** *****

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Completely absurd how I am not able to cancel my account with this company after a "certain date" which i wasn't even notified of. Friday, September 11, 2015, I called this company to try and cancel my account with them but to my surprise i was informed i was not able to. Apparently they have a policy that they don't educate their customers about. This policy states that if an account isn't canceled by a certain date then it shall be renewed for another complete year. I was never told this. Of course, when i call trying to relieve myself of unnecessary payments and they tell me i have to continue paying for services i no longer need nor want for another 5 months, im immensely disappointed and upset with this company.

Desired Settlement: All i want is to cut ties with this company. I no longer want to be apart of this contract and continue paying for services i no longer need nor want.

Business Response: September 17, 2015

RE: ******** *********** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. ***********’s complaint. Guardian values the opportunity to provide response and facilitate resolution of her concerns.

Ms. ***********’s letter disputes the automatic renewal of her contract. Upon receipt of your letter, Guardian reviewed its records and offers the following information.

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 ********** ******* 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. ***********’s sales transaction, system installation and system activation process took place directly between ********** ****** and Ms. ***********. Further, Ms. ***********’s contractual arrangement is with ********** ******* not Guardian. Guardian is simply an agent for ********** ****** to provide services for ********** ****** customers as described above.

Guardian’s records indicate that Ms. *********** initially engaged ********** ******’s services on January 24, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Ms. ***********’s signature.

Respectfully, all of the terms and conditions associated with the services to be provided are detailed in Ms. ***********’s Agreement, including but not limited to the Agreement’s automatic renewal. Section A of Ms. ***********’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 1 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.”

Please understand, Guardian and/or ********** ****** customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Ms. ***********’s initial term renewed on February 7, 2015.

Upon receipt of your letter, Guardian contacted Ms. *********** to provide the above explanation. In a genuine effort to bring swift resolution to this matter, ********** ****** has authorized Guardian to accept Ms. ***********’s request to cancel her account. As such, the account will be cancelled effective October 6, 2015. Ms. *********** has expressed her satisfaction with this resolution.

Thank you allowing Guardian the opportunity to provide the above explanation. Should you have any questions, please contact me at ###-###-####, ext. *****.

Sincerely,

Andrew A***** Manager
Customer Service Department

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved on July 23, 2015. My house was under contract with Guardian Protection Services when we sold it. We were informed that our contract still had approximately 30 months left and that we could not cancel the contract, but would be able to transfer the remaining term to our new house with the installation of a new basic system. We agreed to this verbally with Phillip ***** (customer service) and were told that we would be receiving a call within 2 weeks to set up installation of the new security system. We have yet to be contacted for this installation, however, our monthly monitoring service charge is withdrawn each month from our account ($46.99 per month). I have tried to contact Guardian to address this issue, but all numbers are out of service. I have called ###-###-####; ###-###-####; ###-###-####; ###-###-####. These are the only contact numbers I have to call and cannot reach anyone to fix this issue. I have tried various phones (to call from) and various times of the day, but have not been able to access customer service.

Desired Settlement: I would either like Guardian to fulfill their obligation and install a new system or terminate the monitoring contract. Preferably terminate the monitoring contract due to poor customer service and poor customer satisfaction.

Business Response: September 15, 2015

RE: ******** ** ********** – Complaint ID #********

Dear Ms. ****:

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

Guardian extends its apology to Ms. ********** for the recent difficulty in contacting our office for assistance. It appears that Ms. **********’s attempts to reach Guardian fell during a telephone network outage which was experienced throughout the United States and affected many thousands of businesses and toll-free service users. The service disruption was caused by an outage of a global network telephone provider which began at 4:47pm on September 3, 2015 and was restored several hours later. More information about the national impact of this outage can be found online.

Guardian also apologizes to Ms. ********** for the delay in transferring services to her new residence and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. **********’s account. 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 ******** *****, 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. **********’s sales transaction, system installation and system activation process took place directly between ******** ***** and Ms. **********. As such, Ms. **********’s request to transfer monitoring services to her new home was relayed to ******** ***** as her 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 your letter, Guardian contacted Ms. ********** to discuss her concerns directly. During that conversation, Ms. ********** expressed she wished to move forward with the transfer of monitoring services to her new home however she requested that the service appointment be conducted by a subcontractor in lieu of ******** *****. Guardian has since coordinated with a subcontractor to complete the relocation for Ms. ********** and is currently in the process of scheduling an onsite appointment. Please be assured that Guardian will continue to work closely with Ms. ********** to ensure the system installation is completed timely and to her full satisfaction.

As an additional gesture of apology, Guardian has applied a credit to Ms. **********’s account equal to one (1) month of monitoring service. Guardian values Ms. ********** as a customer and appreciates the opportunity to continue providing her with 24-hour security monitoring services.

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

Sincerely,

Kathleen V***** Director
Account Management Department

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I recently sold our home in ********* *** We made an agreement with the new homeowners that they would accept the transfer of services and billing for Guardian Protection Services. This transfer was agreed to take place on July 1 2015. That was the first day of ownership for the buyers. I spoke with Kevin C****** at EXT ***** on June 8 about the transfer and set it up. Everything was transparent and no mention of continued charges was made. The complaint is this transfer took until 17 August to make. That means my wife and I were charged two full extra months at $55.99/mo that we didn't use the services. On two separate phone calls to guardian and Kevin I was assured that this delay was not the buyers fault AND I would be refunded my money once the transfer took effect. I spoke to Kevin C****** today again about this and he refused to refund (or transfer the charges to the new owners) the money for the previous two months. With almost 10 weeks to transfer the charges and no delays on the buyers or sellers part, it's my opinion that guardian should have either transferred these charges to the new owner or refund the charges altogether since the delay in transfer was claimed by guardian to be guardians fault.

Desired Settlement: I want a refund of $111.98 with either guardian absorbing the hit or them transferring these charges to the buyers (which they expected and agreed to in the sale).

Business Response: September 8, 2015
Re: **** ** **** - Complaint #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian extends its apology to Mr. **** for any confusion related to reimbursement of payments he made during the time in which new homeowners took over security monitoring services in his former home.

Prior to receipt of your letter, Guardian did process a refund to Mr. **** in the amount of $111.98. Said refund will be provided to Mr. **** via check from the ********* Group of Companies and will be forwarded within the next two (2) weeks. Again, Guardian apologizes for any inconvenience. Guardian regrets losing Mr. **** as a valued customer and hopes that he would consider using Guardian again in the future.

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

Sincerely,

Kathleen V****, Director
Account Management Department

9/22/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It's been over a month my system battery,been weak beeping etc. When reported , I told the customer service representative , that I was having surgery And the day and date he wanted to send a service tech , out in one week? Unreal one week. But billing has no problem with the bank draft monthly.

Desired Settlement: Replace the battery , at a reasonable day and time . And adjust my bill for one month of malfunction service .

Business Response: September 17, 2015

Better Business Bureau
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ******* ** ******** – ID #********

Dear Ms. *****

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. ********’s complaint. Guardian extends its apology to Ms. ******** for the delay in scheduling onsite service and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues she has experienced.

Upon receipt of your letter, Guardian contacted Ms. ******** and scheduled an onsite service appointment to take place on September 18, 2015. Please be assured that Guardian will continue working closely with Ms. ******** to ensure her concerns are resolved to her complete satisfaction.

Additionally, Guardian has applied a good faith credit to Ms. ********’s account equal to one (1) month of monitoring services. Guardian values Ms. ******** as its customer and appreciates the opportunity to regain her trust in the services we provide.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

Consumer Response:  From: <**********************
Date: Fri, Sep 18, 2015 at 4:42 PM
Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint #10814375.
To: ***********************


Good afternoon:
 
Thank you for your response , a service tech just left . Problem solved the battery was old (2011) the system installed only 8 months now.
 
Thank You ******* ** ********

9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had issues from day one with this company. They have changed terms we did not agree on in our contract, they also charged my account without my permission. I called them to get this corrected and they continued to bill me while I was disputing which I did win. They shut of all service and connection to my control box, after not being able to turn it off with my phone, I had to unplug it from the wall and remove the battery because nobody was able to help me. nobody was able to assist me in any way other than saying I need to go online and request customer service. My whole experience with Guardian has been a nightmare and I feel helpless and violated.

Desired Settlement: I would like to be refunded for all services and my contract with them to be considered void.

Business Response: August 31, 2015

RE: ******* ***** ******* – Complaint ID #********

Dear Ms. ****:

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 of Mr. ********s concerns.

While Mr. *******’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 ********** ******, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. 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.

As background, Guardian’s records indicate that Mr. ******* initially engaged ********** ******’s services on August 12, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.

Mr. *******’s letter asserts that Guardian changed contract terms without his prior agreement. Guardian has reviewed Mr. *******’s account and offers the following information.

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. Respectfully, at no time did Guardian change the terms of Mr. *******’s Agreement with ********** ****** as asserted in his complaint. Upon receipt of Mr. *******’s Agreement from ********** ******, Guardian began billing Mr. ******* the monthly rate reflected on the Agreement. Upon notification from Mr. ******* that the monthly rate exceeded the amount agreed upon with his ********** ****** sales representative, Guardian informed ********** ****** of Mr. *******’s concerns. In good faith, ********** ****** lowered Mr. *******’s monthly rate and Guardian applied a credit to Mr. *******’s account for the difference between the amounts previously billed and the new rate.

Mr. Elliot has also asserted that Guardian withdrew money from his checking account without permission. Respectfully, Mr. *******’s assertion is false. At the time of sale, Mr. ******* elected to enroll in Guardian’s electronic form of billing and payment. This option enabled Mr. *******’s payment to be made through automatic deduction from his checking account at the same point in time each month. On February 27, 2015, Mr. ******* requested that his enrollment in the automatic payment option be cancelled and Guardian processed his request accordingly.

Finally, Mr. ******* has reported an issue with his system and expressed discontent related to Guardian’s efforts to assist him in resolving these issues. Our records indicate Mr. ******* contacted Guardian on July 24, 2015 for assistance in obtaining the security code needed to disarm his system. While Guardian’s representative was assisting Mr. ******* access the security code through his alarm.com account, Mr. *******’s alarm was tripped and the audible siren began to sound. In an attempt to silence the audible siren, Mr. ******* removed the keypad from the wall causing damage to the screen. Mr. ******* ended the call before Guardian’s representative could offer further assistance.

On August 21, 2015, Mr. ******* contacted Guardian to request onsite service to repair the keypad. Guardian’s represented informed Mr. ******* that onsite service would be subject to Guardian’s standard service rates as the damage was not the result of normal wear and tear. Mr. ******* disputed the cost associated with onsite service and requested the cancellation of his account. Guardian’s representative explained that Mr. ******* remained within the initial term of his Agreement with ********** ****** and an early termination fee is required to cancel the account. Mr. ******* expressed dissatisfaction with this explanation and Guardian received the subject complaint shortly thereafter.

Upon receipt of the subject complaint, Guardian reached out to Mr. ******* to provide the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr. *******’s residence on August 28, 2015 at which time the broken keypad was replaced at no charge. Additionally, Guardian has also applied a credit to Mr. *******’s account in a good faith effort to earn his satisfaction. Mr. ******* has indicated that his concerns have been fully resolved.

Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew A***** Manager
Customer Service Department

9/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 8th, we sent a letter via certified mail to terminate our month to month contract with this company. On July 28th, we received a notice from guardian refusing to terminate our service stating " we will continue to monitor and bill your account until we speak with you". We contacted the billing company on August 15th, to confirm that we want our service terminated and we were told that we have to speak with someone in the "customer loyalty" department. This is the second time we have tried to cancel this contract and they have REFUSED to terminate service. The first time we attempted to terminate service we were told because we did not give them 90 days notice we were signed up for another contract. The only way they would let us out of the second long term contract was if we signed up for a 1 year month to month deal. We signed up and sent in the written termination notice via certified mail and they are once again refusing to terminate our contract. We want our service terminated per the termination notice we sent in certified mail on July 8th and they are holding us hostage,

Desired Settlement: Terminate the contract per the termination notification that was mailed certified mail on July 8th 2015.

Business Response: August 28, 2015

RE: ******* ******, Complaint #********

Dear Ms. ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. ******’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing her concerns and clarifying this matter for all parties.

Ms. ****** has expressed discontent related to Guardian’s cancellation process and further asserts that Guardian refused to terminate services upon receipt of a certified letter instructing us to do so. Guardian has reviewed its records and found that the certified letter referenced by Ms. ****** did not contain a signature or the account password, both of which are required to make changes and/or cancel an account. Upon receipt of Ms. ******’s certified letter, Guardian made a number of attempts to contact Ms. ****** to obtain her signature on the paperwork necessary to process her cancellation request. Guardian did speak with Ms. ****** on August 15, 2015, however was unable to secure written authorization from Ms. ****** to cancel the account at that time. Guardian received the subject complaint shortly thereafter.

On August 18, 2015, Guardian spoke with ***** ********** and provided the above explanation. Guardian explained to Ms. ********** that the account is eligible for cancellation at the end of the initial term on September 30, 2015 however Guardian requires written authorization with a signature and account password before services can be terminated. Ms. ********** acknowledged her understanding and Guardian forwarded cancellation documentation for signature. Guardian received the executed authorization from Ms. ****** and Ms. ********** on August 21, 2015. Accordingly, the account will be cancelled effective September 30, 2015 as promised. Please note, Ms. ****** and Ms. ********** will receive a billing statement for all services rendered through September 30, 2105 for which Guardian will require payment.

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

Sincerely,

Andrew A***** Manager
Customer Service Department

9/14/2015 Problems with Product/Service | Complaint Details Unavailable
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was quoted for a 3 year contract and given 5 year anyways When my wife and I built our first home in 9/2012, the builder set up a meeting with Guardian Protection. The sales/rep for the company came out and met us right after closing (the same day).

Desired Settlement: When my wife and I closed on our first home in 9/2012, the builder set up a meeting with guardian protection for the day of closing. Being first time homeowners and given the fact that we wouldn't be moving everything for another month, we thought it important to protect with a security system. The rep from Guardian, Marion, gave us the attached sheet with a quote for service. With our agreement we'd get the upgraded monitoring and iOS app compatibility for 39.95 because we were ******** Home

Business Response: September 11, 2015

Re: ******* ****** - Complaint #********

Dear Ms. ****:

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

For background, Mr. *******s account came to Guardian by way of an authorized dealer of Guardian known as ****** Technology Solutions (“Ranger”). As such, all aspects of Mr. *******s sales transaction and system installation 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.

Our records indicate that Mr. *******s original transaction with ****** occurred on September 7, 2012 at which time Mr. and Mrs. ****** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ****** in order to engage monitoring services. The initial term is clearly designated as five (5) years. Both Mr. and Mrs. ****** acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. and Mrs. ****** also executed the Agreement by affixing their signatures at the bottom of the form. ****** installed and activated Mr. *******s system on September 14, 2012.

On August 13, 2015, Mr. ****** contacted Guardian and requested the cancellation of his account in order to engage another security provider. Guardian’s representative informed Mr. ****** that he remained within the five (5) year initial term of his Agreement. Mr. ****** stated that he believed his initial term to be three (3) years however he would consult his paperwork and contact Guardian at a later time. No further contact was received from Mr. ****** until receipt of the subject complaint.

Upon receipt of your letter, Guardian made several attempts to contact Mr. ****** to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. ****** via telephone.

It is Guardian’s sincere desire to bring swift resolution to Mr. *******s concerns in a manner that is fair and reasonable to both parties. Pursuant to the terms of Mr. *******s Agreement, Mr. ****** may elect to cancel his account prior to the end of his initial term upon payment of an early termination fee. That amount is designated to be $1,006.80. Notwithstanding, in good faith Guardian is willing to accept a 25% reduction to the early termination fee in the amount of $755.10 to cancel Mr. *******s account and all remaining obligation. Guardian believes this offer to be fair and reasonable and is hopeful Mr. ****** will concur. Guardian’s offer to accept $755.10 to cancel Mr. *******s account is extended until close of business on October 9, 2015 after which it will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. ******

Sincerely,

Andrew A***** 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,

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

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with Guardian back in April 2015 and paid the final bill. Last month I received a bill for $1.00 so i called in they said it was a mistake and credited my account since the account is closed. However, this month I received another bill for $16.36; again this is incorrect since the account is closed. I can't even login to the account to make my complainant because my account has been closed for months How is it that i'm still receiving bills if my account no longer exist. I have my final bill showing zero balance along with the individual I spoke with last month stating that my account is closed, he sent me an email. If I try to call in i would need to remember my security code information from months ago, so this is not possible. I no longer live at the address in which the system was located the home has been sold and a new family lives there. I would like an actual letter from Guardian indicating that my account is closed, I do not owe $16.36 and whatever is generating these errors have been cleared so I don't have to try and fix this every month.

Desired Settlement: I would like an actual letter from Guardian indicating that my account is closed, I do not owe $16.36 and whatever is generating these errors have been cleared so I don't have to try and fix this every month.

Business Response: August 26, 2015


RE: ******* ** *******, Case #********

Dear Ms. *****

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

Upon receipt of your letter, Guardian conducted a thorough review of Ms. *******’ account. In a good faith effort to bring swift resolution to this matter, Guardian has waived the balance due pursuant to Ms. *******’ request. Additionally, please allow this letter to confirm that Ms. ******* has been cancelled and she will receive no further billing statements from Guardian. Guardian apologizes to Ms. ******* for any confusion or inconvenience.

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

Sincerely,

Andrew A***** Manager
Customer Service Department

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: gave 2 month notice of intent to cancel service and get a refund at contracts end. 6 weeks after the end of contract and no refund has been sent. customer number: *********, contract expired 7/13/15...I told them I was cancelling service at the end of my contract and filled out multiple forms to show this months beforehand. I was told I would receive a prorated check for the 4 months of prepaid service in the amount of 143.76 as soon as my contract was up. I was told they couldn't refund my money until the contract was up, even though I filed all the needed forms with them to show I would not be a customer after 7/13/15 and was due a refund. On 7/29/15 I called to ask where my money was since my contract was over for 2 weeks and I was told my money would be refunded at end of contract. I was then told it took 1 month for their system to cut a check and to expect it to be cut 8/13/15. I call back on 8/28/15 to find out why I haven't got a refund and am told my check will be cut tomorrow, and that I was told on 7/29/15 that it would take a month, so that meant it would be cut on 8/29/15...this was not what I was told and they are making up excuses to hold on to my money for 6 weeks and counting after my contract with them is over. If interest rates were higher I would sue for interest and damages...the actions of this company are incompetent at the least and I doubt their customer service and billing departments are that inept, so they must be illegally holding my money as a punitive measure...from my experience this is the way this company operates. That is why I'm filing a complaint with the BBB and will tell everyone I know what a negative experience I have had with this sad excuse of a company.

Desired Settlement: I want my money. They claim to be cutting me a check soon, but have claimed this at least 2 times before. I then would like to see them sued for the way they conduct business. I would like to see them go out of business in ***** and will do everything I can to make this happen. I am filing complaints with the BBB, the state attorney generals office of consumer protection, any agency that stands against shady business practices. I am going to tell everyone my experience in hopes that they never

Business Response:

September 2, 2015

RE: ***** ***** – Complaint ID #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. *****. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Guardian apologizes to Mr. ***** for any confusion related to the refund of his accelerated billing payment upon cancellation of his account. Upon receipt of Mr. *****’s complaint, Guardian reached out to him directly and explained that reimbursement is processed within 30-45 days after the account has been cancelled. In light of Mr. *****’s complaint, Guardian did expedite his request and a refund was processed back to his credit card on September 1, 2015. Mr. ***** has expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. ***** for any confusion or inconvenience.

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

Sincerely,

Andrew A****, 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.  Although I believe if I had not complained to the BBB I would still be waiting for this company to refund the money owed...they intentionally lied on multiple occasions about their refund policy, and in my opinion, try to give the customer the runaround.

Regards,

***** *****

9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guardian Protection said they renewed our contract automatically because we did not tell them not to, sometime in 2013. We received no notice that it was up for renewal and can't find that clause in our contract. They said we will have to pay them over $1000 to finish out the contract. They also said the contract was renewed for three years, but on the phone the clerk said it won't be completed until 2018, which is five years. We need to get out of our contract but are afraid that if we pay they will still find some reason to keep us under contract because they won't send us paperwork saying the contract was terminated until they receive the money. We shouldn't have to pay this to begin with! What do we do next?

Desired Settlement: We need for Guardian to cancel our contract and stop billing us immediately.

Business Response: September 4, 2015
RE: ****** ** ****** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. ******’s complaint. Guardian values the opportunity to respond and facilitate resolution of her concerns.

Ms. ******’s letter disputes the automatic renewal of her contract. Our records indicate Mr. ****** ******’s initial transaction with Guardian occurred on April 16, 2010 at which time Mr. ****** executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as 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” and by affixing his signature at the bottom of the form.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. ******’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. ******’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. ******’s initial term renewed on May 7, 2013.

Upon receipt of your letter, Guardian contacted Mr. and Mrs. ****** to review their concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to cancel Mr. and Mrs. ******’s account effective October 6, 2015. Mr. ****** has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew A****, 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. However, please note that my husband did talk to someone from Guardian on 9/2 (Tuesday). The person said we would receive an email confirming the agreement to cancel our contract within 48 hours but we still have not received the email. We were waiting until after the holiday to contact you about this.

Thank you for your attention and help with all of this!


Regards,

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

9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They told me that I would have a $99 install, that all of my current equipment was in good working order. Once the installers got here they said they needed to replace a few window sensors, but they would still give me the $99 install price. They also promised me cameras, they billed me for the camera, they then told me they DID NOT have cameras, and refunded HALF of my money for the cameras they were unable to provide me with. They then billed my account $473.05 for the $99 install. This company has terrible reviews/complaints, I wish I would have read them before hiring them.

Desired Settlement: I want a FULL refund of everything they have billed me, they can have their window sensors, etc. back. I want my money, all of it. The services have never been rendered, yet they took my money. On 5/15/15 they hit my account for $781.00, on 7/03/15 they refunded $307.95, the difference is $473.05.

Business Response: August 3, 2015

RE: ***** ******, Case #********

Dear Ms. ****:

Thank you for forwarding Mr. ******** complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns and clarify this matter for all parties.

Mr. ****** expressed dissatisfaction in his letter related to the refund provided by Guardian for the camera system. Upon receipt of your letter, Guardian reviewed Mr. ******** account and offers the following information.

For background, Mr. ******** Commercial Agreement (“Agreement”) dated May 14, 2015 designates the total price for all selected equipment (security monitoring and cameras) to be $1,562.00. Of that amount, $1,125.00 reflected the total cost of the camera equipment and $437.00 for the security monitoring equipment ($49 base package price + $388 additional equipment.)

Mr. ****** remitted an initial deposit of $781.00 at the time of sale. Subsequent to that date, Mr. ****** requested the cancellation of the security camera portion of his Agreement. Mr. ****** further requested a refund for all monies paid for the camera equipment. Pursuant to his request, Guardian did cancel the camera portion of Mr. ******** Agreement.

On June 3, 2015, Guardian invoiced Mr. ******** account in the amount of $473.05 ($49 base package price + $388 equipment + $36.05 tax) for the security monitoring equipment reflected in his Agreement. This amount was deducted from the $781 deposit made by Mr. ****** at the time of sale. Guardian issued a refund to Mr. ******** credit card for the difference in the amount of $307.95 on July 2, 2015.

Based on the above information, Guardian does not find any further amounts due to be refunded to Mr. ******.

Upon receipt of your letter, the general manager of Guardian’s ****** branch went to Mr. ******** place of business in a genuine effort to offer assistance and address this matter directly. Regretfully, the general manager was not provided the opportunity to assist in any way. Mr. ****** demanded the cancellation of his account at that time.

Respectfully, Guardian is unable to cancel Mr. ******** account without further payment as he remains within the initial term of his Agreement. Guardian incurred significant cost in Mr. ******** system by providing 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 recover its investment over the thirty-six (36) month term of the Agreement.

Should Mr. ****** wish to cancel his account, the terms of his Agreement state he may do so upon remitting an early termination fee in the amount of $1,433.25. Therefore, upon receipt of payment of $1,433.25, Mr. ******** account will be cancelled and he will be released from all remaining obligation under the Agreement. Alternatively, Mr. ****** may elect to remit timely monthly payments and continue to utilize the security monitoring services to which he engaged Guardian to provide.

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

Sincerely,

Andrew A****, Manager
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 spoke with Robert W*** @ ###-###-#### the General Manager who agreed that I will be given a refund and out of my contract after he came into my showroom and reviewed what happened and agreed that Guardian "misspoke" and lied. I want out of my contract and I want my money back. Your company lied to me. THe represenative ******* ******* came with him and agreed that he misspoke as well. I have recorded phone calls of this. I have documentation that your sales team TOLD ME DIFFERENTLY! 

Regards,

***** ******

Business Response: August 19, 2015

RE: ***** ******, Case #********

Dear Ms. Cook:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. ******** additional comments to the Better Business Bureau.

While Guardian maintains its legal right to pursue fulfillment of the full terms of Mr. ******** Agreement, in good faith Guardian has agreed to release Mr. ****** from all remaining obligation. Upon receipt of Mr. ******** written authorization, Guardian will cancel Mr. ******** account. The balance due on Mr. ******** account will be waived and he will receive reimbursement for all amounts paid to date. I believe this should fully resolve Mr. ******** concerns.

Should you have any questions regarding the above, please feel free to contact me directly at ###-###-####, ext. *****.

Sincerely,

Andrew A***** Manager
Customer Service Department

8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Beginning shortly after installation of the home protection and monitoring system in October 2014, I have experienced numerous false alarms, due to faulty equipment and/or installation. They send technicians out to my home within several days of the event to repair or replace the equipment, sometimes charging for the work, but never satisfactorily fixing the problem. The false alarms have been increasing in frequency to the point I have had 6 false alarms in 15 days. The Guardian Protocol is to first call the customer to establish actual emergency, however they do not call, and so I have placed calls to them while loud alarms are sounding, and I have been put on hold. This has several times resulted in first responders arriving on the scene. The control panel does not work properly, and the alarms can not be turned off without disconnecting power. The system is faulty, unreliable, and apparently can not be made to function properly. I am 91 years old, living alone, and must have a functioning system for home protection as well as personal monitoring, and this system is completely worthless, does not perform as agreed and should not be sold to anyone that relies upon it for security.

Desired Settlement: Because the system does not work, has not worked and never will work properly, I would like to be reimbursed for all payments to Guardian, as properly operating monitoring and alarms has not occurred per the agreement since October 2014. They have not provided anything which was contracted for. Furthermore, I request that all equipment be removed immediately from my home so that I may engage a reputable and reliable agreement with another company. I have stopped automatic bank payments to Guardian as of today.

Business Response: August 12, 2015

Re: ******* ** ******* - Complaint #********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *******’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. *******’s concerns.

For background, 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 and system installation 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.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. *******’s account. Our records indicate Mr. ******* engaged ************s’ services on September 17, 2014 by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated to be five (5) years. Mr. *******’s system was installed and activated by ************ on September 17, 2014.

Several days following installation, Guardian received a trouble alert from Mr. *******’s system which indicated a problem with the panel battery. Guardian immediately reported the trouble to ************ who conducted onsite service to replace the battery at no charge to Mr. ******* on September 23, 2014.

On September 24, 2014, Mr. ******* reported issues with the hallway smoke detector. Guardian immediately notified ************ who dispatched a technician to Mr. *******’s residence on September 27, 2014. While the technician could find no defect with the device, ************ replaced the smoke detector at no charge to Mr. *******.

Mr. ******* did not report any further issues with his system until June 1, 2015 at which time he alerted Guardian that his keypad was non-responsive. Mr. ******* also reported issues with the hallway smoke detector. A technician was dispatched to Mr. *******’s residence on June 11, 2015 at no charge at which time the technician found the smoke detector and keypad both to be operating properly. Prior to departing the residence, the technician provided an explanation and demonstration of the system to Mr. ******* to ensure he was comfortable using the equipment.

On July 7, 2015, Mr. ******* informed Guardian that he continued to experience issues with the hallway smoke detector. A technician was dispatched on July 8, 2015 at no charge to Mr. ******* at which time the smoke detector was replaced in an effort to earn Mr. *******’s satisfaction.

Several days later on July 14, 2015, Mr. ******* informed Guardian that the hallway smoke detector continued to activate. A technician returned at no charge on July 17, 2015 and recommended moving the smoke detector as the location was proving to be unsuitable for proper operation however Mr. ******* declined to relocate the device. Prior to departing the residence, the technician replaced the smoke detector and also replaced an ADC module found to have a broken antenna jack.

Shortly thereafter, Mr. ******* reported additional issues with the smoke detector. Guardian scheduled onsite service to take place on July 30, 2015. Unfortunately, upon the technician’s arrival, Mr. ******* declined to allow the technician to inspect or repair the system. On August 6, 2015, Mr. ******* informed Guardian that he had removed the security monitoring equipment and had engaged a new security provider.

Upon receipt of the subject complaint, Guardian contacted Mr. ******* in an effort to address and resolve his concerns. During that conversation, Guardian offered to reinstall the security system at no charge to Mr. *******. Guardian also offered to relocate the smoke detector to an area better suited for the device. Unfortunately, Mr. ******* declined all offers and reiterated his request to cancel the account.

Respectfully, Guardian and/or ************ have made every reasonable effort to address and resolve Mr. *******’s concerns related to the smoke detector in his home. In a genuine effort to satisfy Mr. *******, the device has been replaced on three (3) separate occasions, all at no charge to Mr. *******. It is also important to note that the device is designed to alert of a change in temperature, heat, smoke, etc. In this particular instance, the smoke detector was found to be installed in an area which caused frequent false alarms. Service technicians have recommended relocating the device into a better suited area to eliminate false activations. Regretfully, Mr. ******* declined to relocate the device and thus continued to experience false alarms.

Mr. ******* has requested the cancellation of his Agreement. Please note that request will need to be communicated directly with ************ due to the fact that Mr. *******’s contractual obligation is with ************, not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of Mr. *******’s complaint to ************ and requested they contact Mr. ******* to address this matter. Guardian is confident that ************ will address this topic with Mr. ******* in a timely and professional manner.

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

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

Sincerely,

April M******, Manager
Dealer Operations

8/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/3/15, our house had been struck by lightning and we lost power to our main cable router in the house causing us to lose internet and phone service. At the same time, we also experienced a loss of power to our alarm system (and were receiving a certain error code) and it started beeping. We called Guardian and explained the situation and they told us that our system wasn't working because we lost phone service. We weren't able to get our phone service restored until late the next day, 8/4/15, however we noticed that the alarm system still wasn't working. On our 2nd call to Guardian, they confirmed to us that the error code wasn't from a lost of phone but instead usually reflects that a circuit board is no longer operational. So we lost a day by the incorrect diagnosis of the error code by Guardian. Guardian then said that the earliest that they could send someone out for service was 8/12/15 so we would be out of alarm service for 8 days (although billing would continue). They said it would cost $25 for the service visit. We called them back on 8/5 to confirm with them that we would be credited for the time that we didn't have service. On 8/12, a Guardian technician showed up and declared that the main panel was fried and needed to be replaced. He wanted to reschedule another time to come back but my husband requested that they complete the repair then because we weren't sure if we would end up being another 8 days without service. After the technician called the dispatcher, he confirmed that he could stay and fix the board. After nearly 3 hours, the technician completed the repair and advised that he couldn't reprogram our key fobs without a $80 charge per keyfob. We declined to have the keyfobs reprogrammed. When the technician gave the paperwork to my husband, he asked my husband if he was aware how billing would work for this service call. When my husband replied that he was aware that it was $25 for the service visit, the technician told him that we would be responsible for the actual cost of the labor and parts for the repair (as damages by lightning are not covered). When my husband told the technician that we were not aware that were for liable for repairs (and only told about the $25 service visit), the technician said that this "happens all the time" and that people at the call center never tell the customers that they are liable for repair costs. My husband asked how much the repair was going to cost and the technician told him that he didn't know and that we would have to call the main toll free number for Guardian. After calling Guardian, we were told that that we had to pay the costs of the repair. My husband asked how much it was and they told him that they didn't know and would have to call him back. My husband asked why we weren't told that the repairs weren't covered under warranty and were only told that we had to pay a $25 service fee. The operator couldn't answer the question and blamed it on the operator that we talked to the 2nd time for not telling us. My husband also asked why weren't made aware that we were liable for repairs when the technician called dispatch prior to the start of the fix or given an estimate. The phone operator could not answer that question either. Guardian called us back about 2 hours later and said the cost would be $388. My husband argued that again that we were never told that we would have to pay for repairs or given an estimate. The phone operator refused to listen and would only keep stating that we would have to pay the amount. Guardian's only concession would be that they would waive the repair amount if we signed a 3 year contract with them. We have been good customers of Guardian's (always paid on time) for over 6 years however we definitely feel that we were deceived in this incident. We were never made aware that we were liable for repair costs or even given an estimate ahead of time so that we could be aware of the potential cost.

Desired Settlement: We feel completely misled when we were only told about a $25 service visit fee and not that we were liable for repair costs. At no time were we even given an estimate of the charges (which could have been done when the technician called the dispatch prior to starting the fix) so we could decide as informed consumers on whether to even continue the fix. We were not given that right as a consumer and deliberately misled.

Business Response: August 26, 2015

RE: ***** *** – Complaint ID #********

Dear Ms. ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above matter. Guardian values Ms. *** as a customer and welcomes the opportunity to address her concerns.

Ms. *** has expressed discontent with the amount invoiced for onsite service which was necessitated by lightning damage to her security system. Upon receipt of your letter, Guardian conducted a thorough review of Ms. ***’s account and offers the following information in response.

On August 4, 2015, Mr. *** informed Guardian that he was experiencing issues with the keypad after experiencing a power outage in the home. Guardian’s representative attempted to assist Mr. *** with troubleshooting techniques however was unable to restore function to the keypad. As such, Guardian’s representative offered to schedule an onsite service appointment to inspect and/or repair the system. Guardian’s representative explained that Mr. *** subscribed to Guardian’s Extended Repair Agreement and any damage found to be due to normal wear and tear was subject to a $25 co-pay, however any damage outside of normal wear and tear would be subject to Guardian’s normal billable rates.

Guardian conducted onsite service at Mr. ***’s residence on August 12, 2015 at which time the technician found the panel and transformer to be damaged by lightning. Both devices were replaced by the technician. Following the service visit, Mr. *** contacted Guardian to dispute the cost of the repairs conducted earlier that day. Mr. *** expressed discontent that the technician replaced the devices without explaining that the repairs were subject to billable rates and without disclosing those rates in advance. Guardian’s representative apologized for the confusion and explained that storm damage is not considered “normal wear and tear” and thus the repairs were subject to billable rates. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reviewed Mr. and Mrs. ***’s account. Guardian’s research revealed that while it was explained to Mr. *** that onsite service would be subject to Guardian’s standard rates if damage was found to be outside of normal wear and tear, it was also found that Mr. *** was not quoted specific billing rates. Guardian apologizes to Mr. and Mrs. *** for the oversight and for any resulting confusion and/or inconvenience. In light of this fact, Guardian has agreed to waive the cost for the service visit conducted on August 12, 2015. A credit has been applied to Mr. and Mrs. ***’s account accordingly. Guardian has also applied a credit to the account for the time in which Mr. and Mrs. *** did not have service. Guardian has spoken with Mr. *** who has expressed his complete satisfaction with this resolution. Again, Guardian extends its sincere apologies to Mr. and Mrs. *** for their recent experience.

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

Sincerely,

Andrew A****, 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 thank Guardian for stepping up and resolving this matter quickly and efficiently.

Regards,

***** ***

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm an active duty service member in the United States ****** ***** and my family and I have orders to relocate from ************* ** to **** ********** *** I contacted Guardian Protection to let them know I would no longer be needing there services effective July 27, 2015. From on or around August 1st a beeping alarm has been going off about every 5-10 minutes. Once I hit disarm and enter my code then it will stop for about 5 hours then it will begin until the code is reentered. On Saturday the 15th after searching for every do it yourself fix I couldn't find the answer so I call the company. I initially spoke with a woman from customer service who I didn't get her name but she told me all I have to do to stop the beeping was to disconnect the battery and unplug the main power. I told her I had already disconnected the battery but there was no plug in the closet where the main box was located. I told her there was a diagram on the inside of the panel box showing cables hard wired into the mother board. She insisted that there was a plug because that's how all the systems are set up. I asked if they could have someone come out to fix it since it wasn't installed the according to how she said it was suppose to. She told me I would have to pay for it since I no longer had service with them. I asked her why would I have to pay for something that wasn't correctly installed in the first place and she told me she understands what I'm saying but there was nothing she could do since I wasn't a customer. We went back and forth for a while so I finally asked if I could speak with her supervisor. Ashley gets on the phone and asks what the issue is so I tell her. She puts me on hold for a brief minute then tells me that typically it's a plug but she spoke with her professionals and even though they're not licensed electricians they told her that if I disconnect the the #1 and #2 from the mother board that would stop the beeping. I asked why they couldn't send a professional out to fix it and install it the way she had told me it should be but she said the same thing that since I'm no longer a customer I would have to pay.

Desired Settlement: I would like for the installation to have the the wall plug the way they explained it to me sine they were the ones who installed it. I don't understand why they would half do something then expect some one else to come behind them to fix it.

Business Response:

August 21, 2015

RE: ***** ** *** – Complaint ID #********

Dear Ms. ****:

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

Mr. ***’s letter expresses dissatisfaction with the cost associated with conducting onsite service at his residence. Guardian’s records indicate Mr. ***’s account was cancelled effective July 31, 2015. On August 15, 2015, Mr. *** contacted Guardian for technical assistance and requested an onsite service appointment. As a non-customer, Mr. ***’s request for onsite service was subject to Guardian’s standard service rates.

Notwithstanding the above, upon receipt of your letter Guardian agreed as a courtesy to waive the fees associated with the onsite service call. A technician was dispatched to Mr. ***’s residence on August 20, 2015 at which time the system was powered down at no charge. I believe this should fully resolve Mr. ***’s concerns.

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

Sincerely,

Andrew A***** Manager
Customer Service Department

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. 

Regards,

***** ***

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my house broke in were my 75 year old mom was home they came through the window the alarms didn't go off unit they open the door to leave than I had carmes put in the haven't work right since the day I got them that over six month now they put news one in and told me I don't have warranty with the new ones all this was done after 8 sevice calls

Desired Settlement: they give me new camers with out a warranty I fee; as if they broke the contract we had I real no long wait there sevice put am under comtract they didn't do they part of this contract

Business Response: August 7, 2015


RE: *********** *********, Case #********

Dear Ms. *****

Thank you for forwarding Mr. ********** complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.

Mr. ********* expressed discontent related to the camera system installed in his home. Immediately upon receipt of the complaint, Guardian contacted Mr. ********* to discuss his concerns directly. During that conversation, Guardian offered to honor a 90-day warranty on the cameras installed in Mr. ********** home. Additionally, Guardian applied a credit to Mr. ********** account in the amount of $80 representing the time in which Mr. ********** cameras were not functioning properly. Mr. ********* expressed his satisfaction with this resolution. Guardian values Mr. ********* as a customer and is pleased to continue providing him with his security monitoring services.

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

Sincerely,

Andrew A****, Manager
Customer Service Department

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved from ********** to my current address in ****** and used the Guardian Home Relocation Guarantee. I signed a new 4 year agreement with Guardian on 9 Jun 2015 and was soon given an installation date of 17 June 2015. No one showed up. I contacted Ms **** (###-###-####), who apologized and stated Guardian could not do the install, but they will have another company do the install. She stated Guardian would 2 day mail the system to the installer and give me two months credit, since I had already paid for June. I have subsequently talked to Phil (x*****) and Matt K*** on numerous occasions (Supervisor at x *****). Guardian had planned to take over the system that was in the house, which I had told them did not work. The installers discovered the alarm points were not compatible with the Guardian System on July 13. I called and talked to Matt and he said he would ship the installers the system (including two motions I bought). Matt promised me a 3 month credit on my bill, which had already been paid for June and now July. ****** ********** called me today to install the system on Weds, 22 Jul, and while reviewing the package sent to them, it was discovered they were not sent 3 door contacts. There is lot more information, but I am really just sick of trying to get a product installed. I was happy Guardian in the past. ****** ********** is located 60 miles away, so it is not like they can just pop over to do the install. I do not want part of the system - I want the 3 Motion Sensors and 3 contact points as part of he move. .

Desired Settlement: I want the system installed by 29 July or I want out of the contract with Guardian. I also want to ensure I receive the 3 month credit considering I have already paid for June and July by automatic debit.

Business Response: August 5, 2015
RE: ****** ** ****** – Complaint ID #********

Dear Ms. *****

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 extends its apology to Mr. ****** for the delay in installing his security system and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Mr. ******’s account and found that the service appointments referenced by Mr. ****** were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. ******’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Mr. ******’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Subsequent to receipt of your letter, onsite service was conducted at Mr. ******’s residence on July 27, 2015 to complete the transfer of his monitoring services. In a good faith gesture of apology, Guardian has applied a credit to Mr. ******’s account equal to three (3) months of monitoring service.

Again, Guardian sincerely regrets causing Mr. ****** 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 ###-###-####, ext. *****.

Sincerely,

Kathleen V***** Director
Account Management Department

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had central station monitoring service with Guardian Protection since moving into my first home in *********** ** in 2011. I recently purchased a home that already had another company's security equipment installed and in talking with Guardian, I was told by Michelle that Guardian could do a takeover of the other company's equipment and add any additional equipment I requested such as a wired-in smoke detector, wired-in heat detector, and 2 key fobs. I was told that this would cost me $85 and I would be signing up for a new 4 year contract if I agreed to have the equipment installed and continue with central station monitoring through Guardian Protection. I agreed and signed the necessary paperwork and was informed that a third party installation company would be installing the new equipment and taking over the existing system. The installer came out on Friday, July 24th and initially told me the heat detector that I had requested had not come in, and that he would have to return at a later date to install it. After 5 hours at my home, the installer determined that one of the pieces of equipment (the ********* module which is a remote that communicates the signals from my control panel directly to Guardian central station monitoring) was defective and that a new one would have to be ordered. Because of this, my installation was not completed and my alarm system was unable to be activated. I received 3 different stories about receiving the new module: 1) That the 3rd party installer would order it and call me when they received it to get me back on the schedule to complete the installation; 2) That Guardian Protection had ordered the parts and were having them shipped directly to my home, and that I was to contact the installation company upon receipt; and 3) that the installer would bring the necessary equipment with him once I was back on the schedule. I was contacted by the 3rd party group and told that the only day and time the installer could return to finish the job would be on Thursday, August 6th at noon. I told them that I work full time and that I was unable to rearrange my schedule to be there, and I was told that the installer did not have any other availability until mid-September. Fed up with having lived in my home for 21 days with no security service and getting the runaround from both companies, I contacted Guardian and asked to cancel my service. I spoke with Emily on the Customer Loyalty Team and she informed me that because some equipment had already been installed in my house, that I was now locked into the new 4 year contract despite not being up and running and having no monitoring service. She confirmed this with her supervisor Matt who was on his way to a meeting. I asked how much it would cost for me to opt out of the contract, and I was told I was on the hook for the full price of the 4 year contract, which is approximately $2400 ($49.95/month x 48 months). I expressed how unhappy I was and how I did not feel this was fair and asked her to have her supervisor call me back. Matt did call me back and while he was apologetic, he provided me with the same information. I asked him if the equipment could be uninstalled and he said that generally Guardian does not uninstall their equipment, and that they have already paid the technician to come out and do some of the work. I expressed my displeasure to him and he stated that he would try to see if he could find someone to come and finish the installation some time next week that would work better with my schedule. I do not understand how I could be responsible for and locked into this new contract when I do not even have the service and he confirmed that I will not be billed until the equipment is fully installed and my monitoring is set up.

Desired Settlement: I would like to be released from the 4 year contract with Guardian Protection Services without having to pay the $2400 fee. No security services have yet been rendered, and I do not feel that I should be locked into a contract when my system is not up and running. I would be more than happy to return any equipment that has not yet been installed or activated, such as my smoke detector and key fobs, and would gladly make arrangements for someone to come and uninstall equipment in the home if necessary.

Business Response: August 12, 2015

RE: ******* ** ********** – Complaint ID #********
Dear Ms. ****:

Thank you for forwarding Ms. ************ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Ms. ********** for the delay in installing her security system and for any inconvenience the delay may have caused. Ms. ************ recent experiences are not reflective of Guardian’s high quality standards and expectations. Subsequent to receipt of your letter, onsite service was conducted at Ms. ************ residence on August 7, 2015 at which time the relocation of the system was completed.

Guardian has applied a credit to Ms. ************ account equal to one (1) month of monitoring services. Again, Guardian sincerely 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,

Kathleen V****, 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.  Thank you for your help with this matter. 

One additional item that I would like to bring to the attention of Guardian Protection is that I had spoken with someone in their customer service department over a week ago because my first and last names are misspelled on my account and I am unable to edit them myself on the ********* app or website.  I was told that a request would be forwarded to Guardian's data entry department but I have not seen the changes corrected yet.  Can someone get back to me on this?

Regards,

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

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received services from Guardian for a three year term from June of 2012 to June of 2015 and during the last year of the contract services were not provided by Guardian due faulty equipment, so for the last year of my contract I paid for services in which I did Not receive and Guardian Never corrected the problem. There company records will reveal that they did not monitor my security for over a year. I made request to cancel and not renew my contract after 6-26-2015 Guardian delayed sending a cancelation form which they claim I needed to sign. after not receiving the form I contacted the company again at which time I was sent a form to sign and return. I then received notice that they had automatically renewed the account again even after receiving a certified letter signed cancelling the account . I am now according to Guardian billed 150.00 and being threaten to turn the account over to collection a threat of suit. Guardian has attempted to extort another two or three months fees because delayed canceling my account when I request. I paid for services in which I didn't receive because of the contract , I refuse to continue business after my original contract expire

Desired Settlement: I am requesting cancellation of the 150.00 bill and removal of all negative information from all credit reporting agency

Business Response: August 12, 2015

RE: **** ** ***** – Complaint ID #********

Dear Ms* *****

Thank you for forwarding Mr. ******* complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. ******* concerns.

Mr. ******* letter expresses discontent that his system was working properly and disputes the balance owed on his account. Guardian has researched its records and offers the following information in response.

Our records indicate Mr. ***** contacted Guardian on April 7, 2014 and advised that he had changed phone service providers to ***** ****. Guardian’s representative conducted a test of Mr. ******* system over the telephone and confirmed that signals were not received in Guardian’s central monitoring station. Guardian’s representative further informed Mr. ***** that ***** **** is not compatible with the security system. In a genuine effort to assist Mr. *****, Guardian’s representative offered to provide and install a cellular communication device which would restore communication with the security system. Mr. ***** declined to add the device.

On April 9, 2014, Guardian spoke with Mr. ***** regarding the ongoing communication issue from his system. Guardian’s representative again inquired if Mr. ***** would be interested in adding the cellular communication device which would restore communication. Mr. ***** declined.

On June 9, 2014, Guardian contacted Mrs. ***** after a regularly scheduled test signal from the system was not received. Guardian again offered to install a cellular communication device. Mrs. ***** declined and stated she wished to continue making monthly payments until the initial term of the Agreement matured and they were eligible to cancel.

On August 18, 2014, Mr. ***** requested the cancellation of his account. Guardian’s representative explained that an early termination fee of $339.50 was required as ten (10) months remained in the initial term. Mr. ***** acknowledged his understanding that his system was not communicating with Guardian and advised that he would continue to pay monthly until he was eligible to cancel.

Guardian spoke with Mr. ***** on January 5, 2015 at which time he requested the amount due to cancel the account at the present time. Guardian forwarded a letter to Mr. ***** indicating the early termination fee to be $206.50 and stating that upon receipt of his written authorization to cancel and the early termination fee, the account would be cancelled. Our records indicate the written authorization to cancel the account was not returned to Guardian.

No further contact was received from the *****s until July 7, 2015 at which time Mr. ***** reiterated his request to cancel his account. Guardian’s representative explained that thirty (30) days’ notice was required and expressed the account would be cancelled effective August 25, 2015 at the end of his billing cycle. Guardian forwarded another cancel letter to Mr. ***** for his signature.

Guardian did not receive the executed letter from Mr. ***** and spoke to him on August 3, 2015 to inquire about the status. Mr. ***** disputed that the account could not be cancelled immediately and expressed that he would not be remitting any further payments. Guardian received the subject complaint shortly thereafter.

Mr. ***** states in his letter that his system failed to work for the past year due to faulty equipment and further states that Guardian never corrected the problem. After careful review of Mr. ******* account, Guardian respectfully finds these statements to be false. Guardian’s records indicate that Mr. ***** changed telephone service providers which altered the communication path from his security system. This change to the telephone service was made without Guardian’s prior knowledge and was clearly outside of Guardian’s control. Upon notification that the telephone service had been altered, Guardian made several offers to provide and install a cellular communication device which would restore communication to Mr. ******* system. Regretfully, Mr. ***** declined all offers of assistance.

Upon receipt of your letter, Guardian contacted Mr. ***** to review his concerns directly. While Guardian maintains the legal right to pursue full payment of the final balance due on the account, in this instance and in order to bring swift resolution to this matter, Guardian has accommodated Mr. ******* request to cancel his account without further payment. The balance due on the account has been waived and the account will be cancelled effective August 25, 2015. Mr. ***** has expressed his satisfaction with this resolution.

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

Sincerely,

Andrew *****, Manager
Customer Service Department  

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up for services with Guardian the sales representative made clear that our first year of service would be free with a five year agreement. Two weeks into service they have already charged my account for the first months service. When I called to question the payment they say there is nothing they can do because they do not have my paperwork on file yet. Hard to believe that they can bill me before they have my contract on file. Also the sales representative assured me that there was no big penalty for cancellation of service(it was the first question I asked her). After speaking to the customer service representative I find out that I am responsible for 100% of the 5 year contract if I discontinue services. I have only had service for a few weeks and have been lied to twice by a company that I was trusting to protect my home. They will not even offer me a deal to break contract, but they sure did charge me for the "free" first years service.

Desired Settlement: I would like to discontinue service with them.

Business Response: July 27, 2015

RE: ***** ** ******, Case #********

Dear Ms. ****:

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 of his concerns.

For background, Mr. ******’s initial transaction with Guardian occurred on May 11, 2015, 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 sixty (60) months. Mr. ******’s system was activated by Guardian on July 6, 2015.

On July 22, 2015, Mr. ****** requested the cancellation of his account stating he does not use the system. Guardian’s representative explained that Mr. ****** remained within the initial term of his Agreement and an early termination fee is required to cancel the account at the present time.

Shortly thereafter, Mr. ****** contacted Guardian again to dispute that monthly monitoring fees for July 2015 were drawn from his credit card as he was promised twelve (12) months of monitoring at no charge. Guardian’s representative explained that Mr. ******’s sales paperwork had not yet been loaded into his account and he was unable to immediately confirm the terms of Mr. ******’s sales transaction, however he promised to research and adjust the account appropriately. Mr. ****** disputed the information provided to him and Guardian received the subject complaint immediately thereafter.

Upon receipt of the complaint, Guardian reviewed the terms of Mr. ******’s Agreement and confirmed the Special Conditions clause clearly states, “12 Months free monitoring.” Guardian apologizes to Mr. ****** for any confusion or inconvenience. Guardian has applied a refund to Mr. ******’s credit card for the payment drawn for July 2015. Guardian has also corrected Mr. ******’s account to reflect twelve (12) months of monitoring at no charge.

Guardian spoke with Mrs. ****** on July 24, 2015 and offered the above explanation. In a good faith effort to earn Mrs. ******’s satisfaction, Guardian also offered to waive the cost of the key fob ($162.38) which was invoiced to the ******s’ account. Mrs. ****** reiterated the request to cancel the account and declined to entertain any resolution offered by Guardian which did not include cancellation without further payment.

While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. ******’s Agreement, in this instance Guardian has agreed to accommodate the ******s’ request to cancel their account without further payment. Guardian has waived the balance due on Mr. ******’s account and upon cancellation the ******s will receive no further billing statements from Guardian.

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

Sincerely,

Andrew *****, Manager
Customer Service Department

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starting in January, 2015, my Guardian Home Security system alarmed at all times. We called the Service Technician to come out and check the system. The technician found a loose wire in the expansion module. He said he had no parts to fix it but just replacing the battery should resolve the issue. He tried to sell us a new system that we did not want. His repair did not last. The system started to alarm on its own again. We called the service department again and reported the same problem. We asked them to make sure that they brought out the replacement part this time. Another service technician came out and said he could not fix the system, he did not being any parts with him. He told us that we should buy the new system. He should me how to disconnect the alarm if it occurred again. this was not acceptable to us. I called the service department and took off a third day of work to resolve this issue. Another technician with a new trainee came out and also could not repair the system because he did not have the right parts. The system is currently alarming at all hours. finally, I got so disgusted with the alarm that I pulled the plug on the system and it is still alarming. I then called the service department and the earliest they can come out is in two weeks. I asked to speak with the supervisor and Ashley came on the line. She said she could not help me. she told me to climb a ladder in my attic to disconnect the main power source. I recently injured my back and am not stable on a ladder yet. I told her that I just need a technician to disconnect this main power supply. and her reply to me was to flag down a neighbor and ask them to climb the ladder and disconnect the main power source for the alarm. This is not customer service.

Desired Settlement: I just want this system removed from my house. I no longer want this contract with them due to their poor service. I also want to warn other individuals of the poor service offered by Guardian Protection Services. DO NOT DO BUSINESS WITH COMPANY!!!

Business Response: July 27, 2015

RE: ***** ******* – ID #********

Dear Ms. *****

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. ********s complaint.

Ms. ********s letter expresses dissatisfaction related to the service of the security system in her home. Guardian extends its apology to Ms. ******* for any inconvenience. Guardian is committed to delivering the highest standards of customer service and sincerely regrets the issues she has experienced.

Upon receipt of your letter Guardian immediately contacted Ms. ******* to address her concerns directly. In light of Ms. ********s unique circumstances, Guardian has agreed to accommodate her request to cancel her account. As such, Ms. ********s account was terminated effective July 21, 2015. Additionally, Guardian will issue a refund to Ms. ******* in the amount of $29.95 for the last payment received. Guardian sincerely apologizes to Ms. ******* that her experience with our firm was less than exemplary.

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

Sincerely,

Andrew *****, Manager
Customer Service Department

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guardian had my Spouse sign a document after they put in cameras to our security system and they did not work. They asked for her initials which she assumed was completion of the removal. In fact it was an extension of our contract for 47 months. We have not liked their treatment of us as once the replaced a carbon monoxide detector that failed and extended our contract for two years without telling us. We waited out the contract unknown to us they had extended another 47 months. My Wife would NEVER have sign a contract extension as we were anxious to change to another company. Thinking we were out of contract we had *** survey the home at a charge of $99.00 and called Guardian to inform them we wanted to terminate the service. After 20 minutes on hold the rep came back to inform us that my Wife extended the contract for 47 months and she hit the ceiling. They told me we have 10 months remaining and our payment is $40.00 a month. I argued she was unaware of the extension and they wanted to send me a copy with her initials. They said she is over 21 and should read what she signs. I told them I would send them the $400.00 for the remaining contract and they told me if I wanted to terminate early the cost was $1,285.00. I am compelled to pay the fine or continue the service and if I don't cancel exactly on the first of April it will extend again without our signature. I think this is a gotch approach and very unprofessional of a large corporation. We are in our 70's and I guess they thought let's take advantage of an older woman older people are the easiest to victimize. I would like some sort of arbitration to resolve this to the satisfaction of all concerned instead of make up the rules as you go.

Desired Settlement: Offer us a reasonable settlement and we will go away quietly.

Business Response: July 24, 2015
RE: ******* ******** – Complaint ID #********

Dear Ms. ****:

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

Mr. ********’s complaint expresses discontent with the extension of his initial term with Guardian upon upgrading the security equipment in his home. Guardian has reviewed its records and offers the following information in response.

Our records indicate that Mr. ******** initially engaged Guardian’s services on March 27, 2010 for an initial term of thirty-six (36) months.

On June 18, 2012, Mrs. ******** expressed that she was interested in adding cameras to her security system. As such, Guardian scheduled a consultation to take place in the ********s’ home with a Guardian sales consultant. Said appointment took place on June 19, 2012. After reviewing products and services available to them, Mr. and Mrs. ******** elected to upgrade their security system to include interactive services and to purchase four (4) security cameras. In order to offset the upfront cost of the equipment, Guardian offered to provide the devices at a discount in exchange for a new forty-seven (47) month agreement. The ********s accepted Guardian’s proposal. To commemorate their decision, Mrs. ******** executed a Residential Sales and Monitoring Agreement (“Agreement”) on June 19, 2012. The initial term was clearly designated as forty-seven (47) months. Mrs. ******** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 47 month monitoring agreement.” Mrs. ******** also placed her initials next to the Special Conditions section which clearly states, “Term to be 47 month.” Finally, Mrs. ******** executed the Agreement by affixing her signature at the bottom of the form.

Shortly after installation of the new cameras, Mr. and Mrs. ******** expressed discontent with the equipment and requested a refund. Per their request, Guardian dispatched a technician to remove the equipment and a refund was provided accordingly.

On July 8, 2015, Mr. ******** requested the cancellation of his account as he wished to engage another security provider. Guardian’s representative explained that he remained within the initial term of his Agreement and an early termination fee was required. Guardian received the subject complaint shortly thereafter.

Mr. ********’s letter asserts that his spouse was unaware she extended the initial term of their Agreement by placing initials on a document authorizing the removal of the cameras. Guardian has reviewed its records in light of Mr. ********’s assertions and, respectfully, finds his statements to be inaccurate.

Prior to providing and installing the new camera system, Guardian presented a new Agreement to the ********s for review and signature. The Agreement, dated June 19, 2012, clearly designated the initial term to be forty-seven (47) months in several sections, all of which required written acknowledgment by the ********s. Mrs. ******** placed her initials accordingly.

A “Notice of Cancellation” form, which also bears Mrs. ********’s signature, was provided at the time to document that Mr. and Mrs. ******** received three (3) full business days to review their transaction and related paperwork and possessed the option to cancel their transaction with no further obligation. The ********s did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

The camera system was removed on July 16, 2012 at the request of the ********s. While on site, Guardian’s technician obtained Mrs. ********’s signature on an “Equipment Requisition – Additions/Deletions Form”. This form served to memorialize that four (4) IP Cameras and one (1) Router was removed from the ********s’ residence. The document also confirmed that the ********s’ monthly monitoring rate would be reduced to $39.95/month. Please note, this document did not extend the ********s’ initial term as asserted in the complaint.

Respectfully, at no time did Guardian “victimize” the ********s as stated in the complaint. Guardian provided and installed expensive electronic security equipment at a discount in exchange for execution of a new Agreement. Subsequent to removing the camera system and providing a refund accordingly, at no time did Mr. or Mrs. ******** express concerns related to the transaction until they requested the cancellation of their account to engage another provider and were informed that an early termination fee was required.

Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full terms of Mrs. ********’s Agreement, in this instance and in order to bring swift resolution of this matter, Guardian has agreed to accept a reduced early termination fee of $450.45 as proposed by Mr. ********. Accordingly, upon receipt of Mr. ********’s early termination fee, Guardian will cancel his account and he will be released from all further obligation to Guardian.

Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.

Sincerely,

Andrew *****, Manager
Customer Service Department

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am dissatisfied with the service provided by ***. The alarm does not function properly and I am unable to secure my home. I receive several automated phone calls during the night regarding technical issues that they are unable to resolve over the phone without further fees and technician visits. The motion sensors do not work, the alarm units do not function properly and the technicians online are incompetent. Several phone calls have been initiated by myself and my wife to try and resolve this issue without success. Calls have been made to me/wife from *** to upgrade to 4G service and sign a new 5 yr contract at all hours of the day. Aggressive sales pitch and bullying tactics employed. I called to cancel service and was told I would need to pay the remainder of my contract ($1500). Why am I paying for an alarm service that does not work, technicians who are incometent and callous customer service who practice their sales pitch more than their empathy or problem solving skills? I am not happy with the service, the product provided or the customer service. I would never recommend this company and will tell all my friends, neighbors and family to STAY AWAY FROM GUARDIAN PROTECTION SERVICE. Do whats right and cancel my service and waive the remainder of my contract. I am not satisfied with the service period.

Desired Settlement: Cancel my service. Cancel my contract. Waive $1500 for the remainder of my contract since you are not providing me with adequate service. I do not want to deal with this company further, Huge headache and waste of time

Business Response: July 24, 2015

RE: ******* ** ****** – Complaint ID #********

Dear Ms. *****

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 letter expresses discontent that his security system was not functioning properly and further disputes the service fees associated with conducting onsite service to inspect and repair the system. Mr. ****** also disputes a proposed contract extension to upgrade his radio to a 4G unit.

Upon receipt of the complaint, Guardian reached out to Mr. ****** to discuss his concerns directly. During that conversation, Guardian’s representative apologized to Mr. ****** for any confusion or inconvenience. In a genuine effort to earn Mr. ******’s satisfaction, Guardian scheduled onsite service to upgrade to the 4G radio at no charge to him and with no contract extension. Guardian also applied a credit equal to two (2) months of monitoring services in apology.

Regretfully, due to a scheduling error on Guardian’s part, the technician was not dispatched to Mr. ******’s residence at the scheduled date and time. Upon learning of the discrepancy, Guardian contacted Mr. ****** and offered its sincerest apologies for the error. In a good faith effort to demonstrate Guardian’s willingness to earn Mr. ******’s satisfaction, Guardian agreed to apply an additional credit to his account equal to six (6) months of monitoring service. Additionally, Guardian has rescheduled onsite service to be conducted on July 25, 2015.

Again, Guardian deeply regrets causing Mr. ****** any inconvenience. Guardian values Mr. ****** as its customer and will continue to work diligently to earn his full satisfaction.

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

Sincerely,

Andrew *****, Manager
Customer Service Department

8/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company salesman misrepresented the product to me. He was in my home and told me he could provide perimeter alarm defense. When the installer came, he told me that my home did not qualify for that system, as I had the wrong doors. He told my wife he had to install an inferior system to the one agreed upon. The inferior system did not meet my needs, and I asked it be removed. The company refused and is attempting to collect money that is not owed. The installer changed the terms of the original agreement, and I should have had three business days to cancel if not satisfied. The company was notified within one day, and I personally uninstalled the system. I do not wish to pay for a system that I do not use and do not want. I do not trust this company to provide security for my home, due to their dishonesty.

Desired Settlement: The company is attempting to bill me for services not provided or desired. I have told them that their bill is invalid due to their failure to provide the product and service originally promised. I reported them to my credit card company and my credit card company has issued me a refund. I want Guardian Protection Services to cease and desist from bill collecting activity

Business Response: July 22, 2015

RE: ****** ** *** – Complaint ID #********

Dear Ms. ****:

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. ***** initial transaction with Guardian occurred on March 25, 2015, at which time he executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian's services. The initial term of the Monitoring Agreement was for a period of sixty (60) months.

A “Notice of Cancellation” form, which bears Mr. ***** signature, was also provided at the time of sale. This form serves to document that Mr. *** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term period. During that timeframe, Mr. *** possessed the option to cancel his transaction with no further obligation. Mr. *** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Mr. ***** system was installed and activated on April 21, 2015.

Mr. ***** letter asserts that Guardian’s installer indicated his “home did not qualify” for the system selected during the sales transaction and that “he had to install an inferior system” instead. With all due respect, Mr. ***** assertions are false. Mr. ***** Sales Agreement clearly defines the equipment selected at the time of sale. More specifically, Mr. *** selected:

• one (1) ***** XTI security system
• one (1) ***** dead bolt door lock
• two (2) keyfob/remotes
• two (2) overhead door switches
• four (4) glass break sensors
• seven (7) micro door contacts
• nine (9) micro door/window contacts
• four (4) smoke detectors
• one (1) pet immune motion detector

Guardian’s records indicate each of the above-referenced devices was installed as promised on April 21, 2015 with the exception of one (1) door contact. Guardian’s records indicate the technician was unable to install the selected wireless door contact as it was not compatible with the steel door connecting the interior of the garage to the main home. Guardian’s technician informed Mrs. *** of the discrepancy who was present during installation. Mrs. *** expressed no concern at that time.

On April 23, 2015, Guardian received a notification from Mr. ***** system which indicated a potential communication issue from Zones 13 and 14, the garage windows. Guardian spoke with Mrs. *** and attempted to assist by providing troubleshooting techniques. Guardian was unable to clear the error by troubleshooting and scheduled onsite service for May 27, 2015. Guardian’s representative also submitted a request to schedule onsite service at an earlier date and promised to advise Mrs. *** when onsite service could take place.

On April 25, 2015, Guardian spoke with Mr. *** who expressed dissatisfaction that onsite service could not be conducted in a more timely fashion. Guardian’s representative apologized for the inconvenience and informed Mr. *** that a request had been submitted to move up the service appointment. In a gesture of apology, Guardian’s representative also applied a credit to the account equal to one (1) month of monitoring services.

Mrs. *** contacted Guardian on May 4, 2015 to cite dissatisfaction with the alarm system and requested the cancellation of the account. Mrs. *** also cited dissatisfaction that a wireless contact could not be installed on the steel door. Guardian’s representative apologized for the issues and offered to research contacts which could be placed on a steel door, further offering to conduct onsite service as soon as possible. Guardian’s representative also offered to apply a credit equal to two (2) months of monitoring services in apology. Mrs. *** reiterated her request to cancel the account. Guardian’s representative informed Mrs. *** that an early termination fee would be required.

On May 12, 2015, Mrs. *** contacted Guardian to dispute receipt of an invoice, stating the account was to be cancelled. Guardian’s representative reiterated the previous offer to conduct service to evaluate the steel door to possibly add a commercial level contact and again offered to schedule onsite service as soon as possible. Mrs. *** declined all offers of assistance.

On May 30, 2015, Mr. *** contacted Guardian reiterating dissatisfaction that a wireless contact could not be installed on a steel door. Guardian reviewed its previous offer to conduct onsite service to evaluate the door for a commercial level contact. Mr. *** declined to allow onsite service to take place.

On May 31, 2015, Mr. *** informed Guardian that he had removed all security monitoring equipment and instructed Guardian to have no further contact with him. 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. In a genuine effort to resolve this matter, Guardian’s representative proposed the following:

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. **l.
2) Guardian will install commercial grade sensors on the steel doors.
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. ***** account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. ***** account for returned payment fees.
6) Following installation, should Mr. *** experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. *** to cancel his account without further payment.

Regretfully, Mr. *** declined to entertain any offers presented by Guardian and declined to speak with Guardian any further.
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 incurred significant cost by providing and installing expensive electronic equipment for which it has the right to recover. Guardian has at all times honored its obligation under the Monitoring Agreement and has made consistent good-faith efforts to resolve this matter with Mr. **l.

Guardian believes the above offer to be fair and reasonable and is hopeful Mr. *** will reconsider. This option remains available to Mr. *** should he so choose until close of business on Wednesday, **gust 19, 2015 after which it will be rescinded. Should Mr. *** wish to cancel his account and remaining obligation immediately, he may do so by remitting the sum of $2,169 which represents the cost for the equipment provided and installed in his home.

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

Sincerely,

****** *****, Manager
Customer Service Department

Consumer Response: The response from Guardian Protection Services contains several inaccuracies.

On March 25, 2015 I contracted with Guardian to provide an alarm system for my house, and I did not cancel within 3 days because I believed that I was to receive the system that I was promised.  On April 21, 2015, the installer came to my home to install the system.  He told my wife that he could not install alarms on my doors which entered my garage, nor my second floor entrance, because they were steel doors.  I was not informed of this fact by the salesman prior to installation, because if I had, I would not have ordered the system.  The system that was installed left an entire wall of my house unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.  This system was installed while I was not home and I was not fully informed of the changes.  I was not one door uncovered, I was two entry points.  The lack of information about our system was compounded by the installer;  He said that he did not know the extent of the job and could not explain things to my wife as he had to attend to another customer that was irate at his tardiness.  He told my wife to "look thing up on the internet if she wanted to learn about the system".  Guardian say that it was not an inferior system, but the fact remained that it was not the same system I was promised.
   On April 22, 2015, not April 23 as Guardian contends, the system that was installed failed and we were getting alarm messages about the failure.  My wife called Guardian and was told that it could not be fixed until May 27, 2015, five weeks later. I thought this was outrageous.  The system was disarmed.  On April 23, I complained about the failed system and the lack of timely response.  I told the that I was not going to start paying for a non-functioning system and placed a hold on the account.  It was not a gesture of apology on their part, but a failure to provide service on their part which caused my action.  We do not have a valid contract for service, unless I have a working system in my home.
On April 23, 2015, another part of the system failed, and I told them to stop monitoring my house as the system was disarmed.  They said they could not stop monitoring, and they called my relatives when I ignored the alarms of a disarmed system.  I asked them to stop because the system was disarmed and had not been repaired.  Guardian refused.
On April 25,  I expressed dissatisfaction with the system; guardian would "look into it" and get back to me.  We still did not have a valid contract, as I had a non-functioning system and I was not going to authorize payment to Guardian.

Business Response: July 29, 2015

RE: ****** ** *** – Complaint ID #********

Dear Ms. ****:

Thank you for forwarding Mr. ***** additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has conducted a thorough review of Mr. ***** account including a review of the telephone interactions with Mr. and Mrs. ***. (Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr. ***** additional comments.

Mr. ***** system was installed by Guardian on April 21, 2103. On April 23, 2015 at 2:37am (not April 22, 2015 as believed by Mr. ***) Guardian received notification from the system indicating a potential communication issue from the garage windows. Guardian’s representative recommended onsite service and explained to Mrs. *** that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier date. Mrs. *** acknowledged her understanding and accepted an appointment for May 27, 2015.

Shortly thereafter, Guardian spoke with Mr. *** on April 23, 2015 and explained that Guardian had reached out to possibly move the service appointment to an earlier date. Guardian’s representative stated he would research the new service date and ask someone to contact Mr. *** with that information. Mr. *** expressed satisfaction with this explanation. Please note, at no time during this conversation did Mr. *** express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system.

On April 25, 2015, Guardian spoke with Mr. *** who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, 2015. Guardian’s representative assured Mr. *** that Guardian was working on having service rescheduled to an earlier date. In good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenience. Again, at no time during this conversation did Mr. *** instruct Guardian to stop monitoring his security system. Guardian’s records indicate the Mr. *** did not request the cancellation of his account until May 4, 2015.

Mr. ***** letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr. ***** assertions are inaccurate.

Mr. ***** sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultation. I did, however, speak directly with the technician who installed Mr. ***** system. The technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless device. Notwithstanding, the technician explained that all points of entry leading into the garage (i.e. the windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussion. Additionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panel. After providing explanation to Mrs. ***, the technician recommended installing motion sensors which would detect any intrusion from this exterior loft door. Mrs. *** agreed with the technician’s recommendation and the motion sensors were installed accordingly. Based on the above information, Guardian finds Mr. ***** statement that the home was left unprotected to be false.

Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs. *** and Mrs. ***** mother prior to departing the residence. Further, Mr. ***** installation was the only appointment scheduled for the technician on that date. At no time did the technician rush Mrs. *** through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times.

As previously stated, Guardian incurred significant cost in Mr. ***** home by providing 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 recover its investment over the sixty (60) month term of Mr. ***** Agreement. It is unreasonable for Mr. *** to expect Guardian to simply cancel his account without further payment.

The terms of Mr. ***** Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $750 plus all amounts currently due. That amount is currently designated to be $2,919.00. In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. ***** account, which will allow Guardian to recover the cost of the equipment installed in Mr. ***** home only. Guardian believes this offer to be more than fair. This offer shall remain available to Mr. *** until close of business on August 19, 2015.

Alternatively, the following proposal remains available to Mr. *** until close of business on August 19, 2015 as well.

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. ***.
2) Guardian will install commercial grade sensors on the steel door.
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. ***** account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. ***** account for returned payment fees.
6) Following installation, should Mr. *** experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. *** to cancel his account without further payment.

Thank you for allowing Guardian to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. ******

Sincerely,

Andrew ****** Manager
Customer Service Department

Consumer Response: To review the facts of the case.  

I contracted with Guardian to provide perimeter defense of my home, which the salesman assured me would not be a problem.  In their first rebuttal, Guardian wrote that  it was one door that could not be alarmed, and they would take 35 days to repair a non-functioning system.  In their second rebuttal, guardian has admitted that it was two doors that could not be alarmed, and their solution was to install motion detectors.  They have admitted as much in writing.   This was not the system that was promised to me at the time of sale, yet it was the system that I was told that I had to accept.  The customer service representative on the phone told me that they would come to install motion sensors in my garage to compensate for the steel door's lack of alarm.  No mention of a commercial grade sensor or wireless repeaters was made until after I complained to the Better Business Bureau.  
   When the installer saw that he could not install the system that I was promised, he should have stopped and allowed us time to consider the proposed changes.  That did not happen; he installed a system that I did not want, was not functioning properly, and was not going to be fixed for 35 days.  Guardian wanted to start billing me for a non-functioning system; I said no.  Then they wanted to come into my home and install motion sensors that I did not want; I said no.  In the interim, negotiations broke down.  They dispute my account of events, but it does not change the fact that the system in my house is not the one that I ordered.  The expense that Guardian incurred is irrelevant, and the argument is red herring logic.  But for the fact that Guardian forced an install of a system that I did not want, they would not have incurred that expense.  Their offer of 2169.00 is outrageous for a system that does not function, and does not meet my needs.
  I wanted to have security for my home.  What I got was dishonest salesman, an installer that was not properly informed or trained, and rude customer service agents that do not know their products or what was installed in my home.  I was told by more that one representative that a steel door could not be alarmed and I had to accept motion detectors.  Motion detectors cannot be armed when I am at home, or they would give off false alarms as my family walks around inside the house.  I have small children, and I would want to know when doors are opened.  If I had known I would have these problems, I would not have contracted with this company.  I do not trust them with the security of my home, and I do not believe they are being honest now.  My wife knows what the installer did and what he told her. She gave an honest account, yet Guardian disputes it.  These are reasons why I will not have a business relationship with Guardian.  They are the perception of my wife and myself, and perception can be disputed.  What cannot be disputed are the facts of the case to which Guardian has admitted in writing.  My contract with Guardian is rescinded due to non-performance.  They may retrieve their unused equipment, but I will not remit further payment.

Business Response: August 5, 2015
RE: ****** ** *** – Complaint ID *********

Dear Ms. ****:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. ***** additional comments. Guardian regrets that Mr. *** remains dissatisfied with the efforts made to resolve his complaint. Notwithstanding, Guardian’s position respectfully remains the same.

In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. ***** account, which will allow Guardian to recover the cost of the equipment installed in Mr. ***** home only. Mr. *** has indicated that Guardian may retrieve the security monitoring equipment from his home however it is important to understand that Guardian is unable to install previously used equipment in another customer’s home, much like Mr. *** would not want previously used equipment installed in his home.

Alternatively, Guardian has offered:

1) Guardian will reinstall all security monitoring equipment which was removed by Mr. ***.
2) Guardian will install commercial grade sensors on the steel door(s).
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. ***** account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. ***** account for returned payment fees.
6) Following installation, should Mr. *** experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. *** to cancel his account without further payment.

Guardian believes it has made every reasonable effort to resolve Mr. ***** concerns in a manner that is fair to all parties. The above offers shall remain available to Mr. *** until close of business on August 19, 2015.

Should you have further questions or concerns, I may be reached at ###-###-####, ext. *****.

Sincerely,

Andrew *****, Manager
Customer Service Department

Consumer Response: My position is clear, and Guardian's demands are neither reasonable nor fair.  They want full retail price for substandard work.  The so called waiver of fees or credits that they offer are arbitrary and carry no bearing on the facts of this case.
They came into my home, made a mess, and expect me to pay them to clean it up. That is outrageous.  Their offer of continued business is self serving and out of the question.
I would look at this as a marriage gone wrong.
Think of a couple that decides to marry.  The man travels across the country to ******* ***** at great expense to buy an engagement ring. The marriage falls apart due to deception on the part of the man.  The woman is under no obligation to reimburse the man for his travel expenses he paid in buying the ring; she merely returns the ring.  He begs and tells her he will give her everything she wants, but she refuses.  She does not trust the man, after having been once deceived.  She states that she would be a fool to marry him, as she would look forward to a life of misery.  No one forces a person to marry someone in whom they do not trust.  
So it is with myself and Guardian.  They did not deal honestly with me from the beginning, and their offer is not acceptable for reasons stated in my previous replies

Regards,
****** ***

8/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with Gaurdian protection services in March 2013 for them to monitor my residence in ********** ** that I was renting. This January the owner of the home was forced to move back io his home for prsonal reason which left me having to exit the residence in short notice I called gaurdian to cancel service but was told I would still be responsible for the remaing months of the contract unless I transfer the service to another residence. I'm living with a family member so I cannot use the service any longer and have been paying $47.44 a month since I moved for a service that is and cannot be used. I called again and they told me I could pay a lump sum of $3,000 dollars this is riddiculous and extortion that I hav to pay for a service that's not being used and I'm ired of being taking advantage of things happen and they should be understanding instead of telling consumers they cannot make exceptions.

Desired Settlement: I would like to have the remaining months of the contract suspended without fees and penalty and to have the money I have been paying for the last 7 months refunded since I have not used the system this is free money they are taking from me.

Business Response: July 22, 2015

RE: ****** ****** ***** – Complaint ID #********

Dear Ms. *****

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.

For background, Ms. *****’s initial transaction with Guardian occurred on April 7, 2014, at which time she 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 sixty (60) months. Ms. ***** acknowledged the term of the Agreement by affixing her initials beside the separate clause outlining the initial term and by affixing her signature at the bottom of the form.

On May 21, 2015 with forty-eight (48) months remaining in the initial term of her Agreement, Ms. ***** informed Guardian that she had moved from the monitored premises and was unable to transfer services to her new home. Guardian’s representative explained that the initial term of Ms. *****’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was required. In an effort to assist Ms. ***** in fulfilling her obligations under the Agreement, Guardian explained that should the new tenant elect to activate monitoring services under a new Agreement, her Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee. Ms. ***** advised she would continue to make monthly payments until such time she was eligible to cancel. Guardian received no further contact from Ms. ***** until receipt of the subject complaint.

Upon receipt of Ms. *****’s letter, Guardian reviewed its records including the May 21, 2015 telephone interaction with Ms. *****. (Due to the nature of Guardian’s business, all telephone calls are recorded.)
As a result, Guardian discovered that inaccurate information was provided to Ms. ***** during the telephone interaction on May 21, 2015 related to the early termination fee amount required to cancel her account. Guardian has since reached out to Ms. ***** several times to offer explanation, however Ms. ***** has declined to speak with Guardian as of this date. Guardian apologizes to Ms. ***** for any confusion and for the misinformation provided regarding the early termination fee. Guardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid such circumstances in the future.

Ms. ***** has requested the cancellation of her account with Guardian. Section F of Ms. *****’s Agreement states she may terminate her obligation by remitting an early termination fee which is identified to be $750. Accordingly, upon receipt of payment of the sum of $750, Guardian will cancel Ms. *****’s account and she will be released from all remaining obligation. Alternatively, she may continue to remit timely monthly payments until such time she is eligible to cancel her account.

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,

Kathleen *****, Director
Account Management Department

8/7/2015 Problems with Product/Service
8/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our residence at ** *********** ***** ******* *** had a Guardian Protection Services residential security system installed about 1 year. In order to sell our house in January, 2015, we needed to pass a Fire Inspection for the town of ****** *** Mr. **** ***, Fire Inspector: ****************** informed us that we failed for two reasons: (1) Fire Alarm did not go off when he tested it (2) Guardian Fire Security System did not meet ****** Fire Code (missing a critical stairway sensor) We had to beg Guardian to expedite a service call to fix the broken system that did not pass fire code, or we would NOT be able to close on our house sale. After a significant amount of pleading, they sent a technician who was only authorized to fix the service (e.g. Fire detection problem), but he was not authorized to resolve the Fire Code deficiency. This was a major problem and jeopardized our house sale. Eventually it was resolved, but clearly, we had been paying for a service that did not properly work nor passed local fire code. I have spoken to Guardian a number of times about our disatisfaction, but they are not responsive. In fact, back in January 2015, one service manager told me Guardian is not responsible for installing systems that meet local fire code!!!!! Tonight, July 7, I again spoke to an account manager, named Mike x ***** who would not give me his last name. I asked Mike whether Guardian installs Security Systems that meet local Fire Codes. Mike would not answer my question since my account has been turned over to collection. l I have been paying for bad service. Now Guardian has charged me to resolve the system they didn't install correctly the first time, and has turned a deaf ear when I have tried to get the situation resolved amicably.

Desired Settlement: My desired outcome is for Guardian to: (1) answer the question as to whether they install security systems that pass local fire codes?????? (2) address my satisfaction issue, adjust the bill lower and take my account out of collection status.

Business Response: July 22, 2015

RE: ********* ******** – Complaint ID #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. ********. Guardian values the opportunity to address her concerns.

For background, Ms. ********’s account came to Guardian by way of an authorized dealer of Guardian known as ******* Security (“*******”). As such, all aspects of Ms. ********’s sales transaction and system installation took place directly with *******; Guardian was not present for any aspect. 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.

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.

Ms. ******** has expressed dissatisfaction with the fire detection devices in her home. Our records indicate Ms. ******** met with *******’s sales consultant in November 2010 after which she elected to activate the security monitoring devices already installed in her home, which included one (1) smoke detector located in the basement, one (1) smoke detector located on the first floor and one (1) smoke detector located on the second floor. Guardian was not present during the sales transaction between Ms. ******** and ******* and therefore was not privy to any additional recommendations made by the sales consultant at that time. To commemorate her decision to activate her existing devices Ms. ******** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ******* on November 23, 2010. That documentation served to memorialize the scope of work and services to be provided by ******* as it relates to the activation of her 24-hour monitoring services with Guardian. Additionally memorialized in her Agreement is the fact that Ms. ******** knowingly declined any additional components that were available to her through *******; Ms. ******** acknowledged her decision in writing. Specifically, Ms. ********’s Agreement expresses the following to which she provided her written acknowledgement: “(1) We have explained to you the full range of equipment and services available to you; (2) Additional equipment and services over that described herein are available and may be obtained from us at an additional cost to you; (3) You have chosen and have contracted for only the equipment and the services described in this Agreement.”

In her complaint, Ms. ******** expressed discontent that the configuration of her smoke detection devices did not meet the requirements of her local municipality. Respectfully, all documentation associated with Ms. ********’s account indicates the scope of work was limited to monitoring the devices already existing in her home. There is no indication of any request at any time during her sales transaction or service period with Guardian whereby Ms. ******** has mentioned or requested evaluation of her home as it relates to her local municipality codes or requirements. Throughout her relationship with Guardian which began November 2010, there is no record of Ms. ******** voicing any concerns to Guardian regarding the configuration or operation of her system until January 2015 at which time she requested the installation of additional equipment.

Guardian’s position is that Ms. ******** was served in accordance with the highest standards of security monitoring and related services and at no time has Guardian failed to provide professional and expert services. In a show of good faith and to facilitate swift closure to this matter, Guardian has agreed to waive the balance on the account and has closed all related billing activity.

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

Sincerely,

Bill ****, Manager
Customer Service Department

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased our home in 2011 and my husband was approached by a sales guy outside our home while I was at work. The salesman made the sale and installed the equipment. According to my husband we had a 3 year contract and signed an electronic signature contract. When I called a few years later, thinking we only had a year or so left, I was informed we had a 5 year contract. We had no problems with the company at that time so it was not that big of a deal. Well we decided to sell our home and move back to Washington State in November 2014. My husband was going to remove the equipment and bring it to our new home and he was told by "Chris" to leave the equipment that we were paying for with the 5 year contract for the new homeowner and if they continued the contract, we would be let out of our contract, he also said if they could not provide service in our new home, we would be let out of the contract. So, now we are in March, in the new home and Chris calls.. states we need to sign a new 3 year contract to pay for the new installation of equipment in the new home. What happened to bring the equipment from our new home? My husband swears he was never told about the 3 year contract for new equipment... the voice recording Guardian let me listen to with Chris telling my husband this 3 year additional contract information, cannot be verified with a time or date stamp and Guardian stated they could not pull up other recordings because of needing date and times, so how did they find the one I listened to??? a little fishy to me and makes me wonder how legit the one I listened to is.. They have notes and can find the recordings. I asked for copies of our contract because I do not recall getting one at the time and I do not have one in our files. I am emailed a PDF copy that you cannot read because the text is extremely small. So they mailed me the same PDF copy of the contract.. Still very hard to read. Guardian is now billing us again. There is no guarantee the system will work where we live since we cannot get wireless internet outside our cell phones. I do not want to sign another 3 year contract with the possibility that it will not work, or only work when cell service is available. We call Guardian again and now we are told of this Arizona clause in our contract that back in December when our house sale was final, we could have bought out our contract for $250.00. We asked for a final bill and agreement for this and still have not gotten one. We now have 3 payments due and are now being told that to get our of the contract we have to pay the 3 payments and the $250.00.. So this morning at 7:52am my phone rings and it is Jessica at Guardian who leaves a voicemail, I call them back, I ask Jessica what the law is on the times to call customers, she stated what time she works, nope, then she said when we agree on a time, we have not agreed on a time.. I told her she needed to go have a talk with her supervisor because it is 8am to 9pm and she called me at 7:52am. I told her to send me a bill for the $250.00 cancellation fee and we will be done.. but now, after thinking of all the hassle and problems and basic run around with them not telling us of the buy out, we need to be let out of our contract and be done with it. I am going to look into an attorney and see if I can get a class action lawsuit to help myself and others and maybe Guardian will wake up and start doing business right.

Desired Settlement: I want out of our contract with no penalty, no charges, no fees, no credit issues and I want written proof of the release of our contract.

Business Response: July 15, 2015

RE: ****** ** ******* – ID #********

Dear Ms. ****:

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

While Ms. ********* 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. 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.

As background, Guardian’s records indicate that Mr. and Ms. ******* initially engaged ********** ******’s services on April 29, 2011, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.

On November 11, 2014 at 10:23am EST, Mr. ******* informed Guardian that they were moving from the monitored premises and wished to transfer services to their new location. Guardian’s representative offered to place Mr. ********* account in an inactive status for a 3-month period to allow him time to get settled into a new residence. Guardian’s representative also explained that a 3-year agreement would be required to relocate services. An excerpt of that conversation is found below.

Guardian: “When we set up service for you in **********, ****, you’ll start over. You’ll have a new agreement up there. We always require at least a minimum three year commitment. If you want to renew for the five years like your original contract, you can do that as well. It will just keep your rate locked in for the full time…”

On February 27, 2015 at 11:02am EST, Guardian followed up with Mr. ******* regarding the status of his relocation. During that conversation, Guardian’s representative explained the relocation program and again informed Mr. ******* that a minimum 3-year agreement is required. Below is an excerpt of that discussion.

Guardian: “The minimum agreement that we would require for the new system would be three years….”

Mr. *******: “How about just keeping it to the balance of the agreement now? What can I get? Just the basic package?”

Guardian: “Unfortunately, there’s not even going to be an option that we can offer for that. Any time we have service set up somewhere else, we have to have at least a minimum three year commitment because that does allow us the time to recover our investment. We’re going to be providing a system at little to no cost for you but we have to have a way to recover that cost. Just doing the balance of the Agreement is not going to do that so we will need at least a minimum three year agreement. And that’s not a three year agreement plus the 18 months that you have left if you don’t want to do that five year term. That’s just a new three-year agreement and then your current 18 month Agreement goes away.

Mr. *******: “Ok.”

Guardian spoke with Mr. ******* several times over the next few months to follow up regarding the status of the relocation. On April 9, 2015, Mr. ******* indicated he was prepared to move forward. Guardian’s representative reviewed the previous relocation offer and the 3-year minimum term required. Mr. ******* indicated he was not aware of the minimum 3-year term and stated he did not wish to relocate services.

Guardian discussed this matter with Mr. and Ms. ******* several times over the course of the next several months. Unfortunately, Guardian was unable to reach a resolution with Mr. and Ms. ******* that was agreeable to both parties. On April 28, 2015, Ms. ******* requested the early termination fee amount in order to cancel the account. Pursuant to the terms of Ms. ********* Agreement with ********** ******, Guardian’s representative quoted an early termination fee of $250, plus the current balance due on the account. Guardian received the subject complaint several months later.

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss the complaint directly. During that conversation, Mr. ******* agreed to remit the early termination fee in the amount of $250. As such, upon Guardian’s receipt of said amount from Mr. *******, his account will be cancelled and the balance due on the account will be waived. Upon cancellation, Mr. ******* will be released from all further obligation under his Agreement with ********** ******.

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

Sincerely,

Kathleen ****** Director
Account Management Department

7/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We received a call from Guardian in May 2015 regarding an update that needed to be done on alarm system or it would stop working. They wanted to charge and I said no they agreed to do the upgrade at no charge. We have had a repair person out here twice, come to find out the system is out of date and they needed to order the correct part. We have had two service calls scheduled and no one showed up. We are retired and do not spend our time sitting at home waiting for people to not keep appointments. I talked to another supervisor today and told him James that they needed to come get this equipment out of my house and to cancel the balance of the contract. I do not feel that I should pay for faulty equipment that they for some reason can not get repaired. The system has been down since May of this year. They have not charged for the service, but the fact that the system does not work they should not charge. Also while the system has been down our house has been unprotected while we have been on several week or longer trips.

Desired Settlement: Cancel the remained of the contract which is 12 months and do not contact us for any other reason.

Business Response: July 29, 2015


RE: ****** ********* – Complaint ID #********

Dear Ms. ****:

Thank you for forwarding Ms. *********** complaint to Guardian Protection Services, Inc. (“Guardian”).

Prior to receipt of your letter, Guardian spoke with Ms. ********* on July 16, 2015 and apologized for her recent experiences. Guardian immediately dispatched a technician to Ms. *********** that same day at which time the security panel was upgraded at no charge to Ms. *********. Prior to departing the residence, the technician tested all zones and confirmed receipt of all signals in Guardian’s central monitoring station.

Following the onsite service appointment, Guardian contacted Ms. ********* and in a good faith gesture of apology, Guardian offered to apply a credit to her account equal to two (2) months of monitoring services. Ms. ********* accepted the credit and expressed her satisfaction with this resolution.

Again, Guardian sincerely apologizes to Ms. ********* for any inconvenience. Guardian values Ms. ********* as a customer and appreciates the opportunity to regain her trust in the services we provide.

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

Sincerely,

Andrew *****, 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,

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

7/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I initially inquired about a home security system back in September of 2014. My home already had Guardian equipment installed by the previous owner so naturally I contacted Guardian. I was verbally offered a 36 month agreement, three months of which were "free" if I signed up for service using autopay. When January 2015 rolled around I called Guardian to inquire why I had never been charged a monthly fee on my ****, the card I told Guardian to use for automatically processing payments. Guardian informed me that due to an initial credit I was issued when service was started and the three months free promotion that I would be charged until February. Shortly after, I became victim to fraudulent activity on my credit card. I attempted to login to Guardian Protection to update my payment method because my **** had to be cancelled due to the aforementioned fraud. The Guardian system wouldn't allow me to access the part of their systems where payment methods are entered. So, I called. The customer care representative tried a couple times to "reset" my account without success. The proposed resolution method was for me to read my credit card number to them so they could input into their system. I was told to monitor my email for a reset option soon to come. This email never arrived. I tried again today (July 2015) to login to update my payment information. The Guardian system kept cycling me back and forth. When I tried to access the customer login page, it stated that my account was locked out due to too many access attempts. So, I called Guardian. I was told that they would reset my account, to wait 10 minutes and try again. I hung up. I waited three hours and tried again. I was able to create a new login for the main Guardian Protection site; however, when I tried to access the payment system via the link to "make a payment" it stated that I was already an "autopay customer". I called Guardian again. This time, I stated that I initially tried to gain access to their site a few months back without success and that I was experiencing the same troubles again. Additionally, I told them that I have NEVER been able to gain access and that each time I try to change my payment method, a bandaid is placed on the situation and I'm told I have to just read them my credit card number. I told her that due to recent fraudulent issues I wasn't going to give her my card information. She assured me that she would "reset" my account to resolve the problem. I explained that the reset option was already done. She put me on hold, returned some time later and said to wait for an email indicating that my account password was reset; this email was to include a temporary password. I hung up. I did receive the email with the temporary password, but this time, the Guardian system wouldn't allow me to re-register. I called customer care again. She assured me that my account could be fixed by "resetting". I told her I've already been through that, twice today plus once back in March. I explained to this agent that I also asked for access to the system back in March without success. She put me back on hold. She told me that I should just read her my credit card numbers and I explained my recent fraudulent charge issues and that I wasn't comfortable giving her my card number...............back on hold. While on hold I continued to try to register. Criteria for password as follows................ 8-32 characters, first or last character can't be numeric. Also, I was directed to change my challenge question, which I did. I tried entering all of the information, multiple times without success. When I say multiple times, I literally mean SEVERAL different options for passwords, all of which met the required criteria. The agent returned to the line and I asked to speak with a supervisor who did take over the call. She apologized and told me she could resolve the issue. I explained that I've never had access to their payment system despite multiple calls back in March and now again in July. I was fed up at this point and explained that I was fed up and just wanted to cancel. Here comes the fun part..............contract. Sandy stated there was a termination fee to cover equipment cost. I responded with the fact that I didn't receive new equipment. Rather, it was already installed in the home. It was at that point that Sandy changed her answer to me owing 30 more monthly payments at $31.95 per month. I asked her why she changed her answer from "equipment cost" to "monthly payments". She didn't have a response. I asked Sandy to read to the verbiage in the contract which covers how many times a customer should have to call about an issue before it's actually resolved. She stated she was reviewing the contract and said that she couldn't find anything covering problem resolution. She, AGAIN, asked me for my credit card information verbally over the phone. I explained my identity theft issue. I escalated the issue to Sonny, another level supervisor. I explained the entire landscape of the situation. He explained that the termination fee applies similarly to wireless technology companies such as ****. I explained that **** termination fees apply to cover subsidy in equipment costs, not service. He then stated that unfortunately I was locked in to 30 more months of payments. I asked him to do the math...............service started in September of 2014. It is now July 2015. On a 36 month contract I should owe 30 more payments. He stated that the three month free offer means that the three free months don't count towards the 36 months. (lied to by initial sales rep). We went around for about 45 minutes. I requested the issue to be escalated higher. He did, and called me back 30 minutes later. He stated that his senior leadership team acknowledged their lack of ability to resolve the account access issues, but they firmly believe their service has been acceptable. He stated he could do something to help me get access to their online system...................but at this point, I have zero faith. Here I sit in a contract that, per Sonny, doesn't now end until "March of 2018"??? How is this possible. This doesn't even make any sense! When I asked how many attempts a customer should have to make to resolve an issue before the problem is resolved, he said "one". Terrible company. I'm left with no option to have payments processed except to read them my credit card numbers and risk another fraud issue. That, or pay their $958 termination fee.

Desired Settlement: Contract Cancellation

Business Response: July 27, 2015

Re: **** ** ******** - Complaint #********

Dear Ms. ****:

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 to his concerns.

Mr. ********** letter expresses dissatisfaction with the online access to his enrollment in Guardian’s auto pay program. Guardian understands Mr. ********** frustration and offers the following explanation.

Mr. ******** was enrolled in Guardian’s EZPay program at the time of his initial sales transaction with Guardian. As such, his enrollment was completed by Guardian on his behalf. When a customer attempts to access their account as a “new user” for the first time after being enrolled by Guardian, an error message occurs which indicates the customer is already registered in the system. When this occurs, Guardian’s Customer Service Department can reset the password which will generate an e-mail to the customer with a temporary password. Unfortunately at times, the e-mail with the temporary password is not immediately generated by the system which creates additional confusion and frustration. Guardian is aware of this delay with the website and is working on a new platform that will eliminate this problem.

Additionally, in reviewing Mr. ********** account, it appears that several Customer Service representatives may have misunderstood the issues Mr. ******** was experiencing and were resetting the Customer Care website, not the billing website. Guardian apologizes to Ms. ******** for any confusion and for the misinformation provided. Guardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid such circumstances in the future.

Upon receipt of your letter, a Guardian supervisor contacted Mr. ******** and offered the above explanation. Guardian’s supervisor was able to successfully assist Mr. ******** in gaining access to his account. In apology, Guardian offered to apply a credit to Mr. ********** account equal to six (6) months of monitoring services. Mr. ******** accepted the credit however reiterated his request to cancel his account.

Respectfully, Guardian is unable to release Mr. ******** from his contractual obligation absent payment of an early termination fee. Guardian apologizes to Mr. ******** for his frustration related to the billing issues however Guardian believes these issues to be fully resolved. Guardian successfully reinstated online access to Mr. ********** auto pay account and as a further gesture of good faith Guardian applied a credit to Mr. ********** account on July 20, 2015 equal to six (6) months of monitoring services. Mr. ******** has not reported any service issues and Guardian has received all regularly scheduled test signals from Mr. ********** system which would indicate his security system is functioning properly.

Should Mr. ******** wish to cancel his account at the present time, the terms of his Monitoring Agreement (“Agreement”) with Guardian dated September 11, 2014 state he may do so by remitting an early termination fee. That amount is designated to be $766.80. As such, upon Guardian’s receipt of payment of $766.80, Guardian will cancel Mr. ********** account and he will be released from all remaining obligation under the Agreement.

Thank you for allowing Guardian the opportunity to address Mr. ********** issues. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. *****.

Sincerely,

Andrew ****** 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.

Regards,

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

7/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold my home recently at *** ********* ****** *** ******* ** *****. I had 3 months left on my contract. As per guidelines and the contract I signed, I was obligated to either pay the remainder of a 3 year contract, find someone else that they could contract with, or have someone take over the remainder of my contract. Being a responsible person, I had someone take over my contract. Apparently, the person that signed up had second thoughts about Guardian Protection Services and the 60 month contract that he was burdened with. As a result, Guardian Protection Services called me to pay the remainder of my contract. This is not the deal specified in my contract. I got someone to take over the services, at that point I was done. In fact, I called twice to confirm, and even have a copy of this new contract, which I will attach. I fulfilled my obligations, whether or not the person that took over my contract payed or not is not of my concern, I am not a collections agency.

Desired Settlement: I paid the last 3 months of this transferred contract, a total of 146.85. I am requesting a refund.

Business Response:

July 13, 2015

RE: ****** *********, Case #********

Dear Ms. ****:

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

Mr. *********** letters cites dissatisfaction that an early termination fee was required to cancel his account prior to the end of the initial term after he relocated from the monitored premises. Guardian has researched its records and offers the following in response.

For background, Mr. ********* executed a Residential Sales and Monitoring Agreement (“Agreement”) with Guardian on October 3, 2012. The initial term of the Agreement was designated as a period of thirty-six (36) months.

On June 1, 2015 with four (4) months left in the initial term of his Agreement, Mr. ********* informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that an early termination fee was required to cancel at the present time. In a genuine effort to assist Mr. ********* in fulfilling his obligation under the Agreement, Guardian’s representative explained that the new homeowner could activate services under a new Agreement which would relieve Mr. ********* from the remaining term. Mr. ********* stated he wished to contact the new homeowner and inquire if they might be interested in services.

Guardian spoke directly with the new homeowner, ***** *********, on June 3, 2015. Mr. ********* expressed interest in activating monitoring services and Guardian forwarded an Agreement to him for signature. Shortly thereafter on June 22, 2014, Mr. ********* informed Guardian that he was no longer purchasing the home. Guardian relayed this information to Mr. ********* on July 1, 2015 at which time Mr. ********* remitted an early termination fee in the amount of $146.85 to cancel the account. Guardian received the subject complaint shortly thereafter.

Mr. *********** letter states he “got someone to take over the services” and disputes payment of the early termination fee after the purchase of his home fell through, further stating, “This is not the deal specified in my contract.” With all due respect, Mr. *********** statements are inaccurate. The terms of Mr. *********** Agreement do not obligate Guardian to release Mr. ********* from the remainder of his contract because Mr. ********* initially expressed interest in activating monitoring services. To the contrary, Section 5 of Mr. *********** Agreement clearly states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Guardian’s relocation policy is offered as a courtesy to assist customers in fulfilling their obligation under the Agreement. Guardian does offer to cancel a customer’s remaining obligation if the new homeowner/tenant elects to activate monitoring services under a new Agreement. Had Mr. ********* purchased the home and executed a Monitoring Agreement in his name, Mr. ********* would have been released from the remainder of the initial term. Unfortunately, Mr. ********* did not purchase the home and Mr. ********* remained obligated to fulfill his Agreement. Mr. ********* did remit the early termination fee as designated in the terms of his Agreement and Guardian cancelled his account effective July 8, 2015.

Based on the above information, Guardian respectfully finds Mr. *********** request for a refund to be unwarranted.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Mr. *********** complaint. Should you have any questions, please contact me directly at (800) 533-4827, ext. 13614.

Sincerely,

Kathleen Vinay, Director
Account Management 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 response is creative, but misses the point.  The point is that my contract states that if I get someone to sign a contract I am released.  The contract was clearly signed and executed, which was attached to previous email.  I cannot help it if the signer of this new contract decided not to fulfill this new contract.  Again, contract signed was attached to previous email.  It's plain and simple.

Regards,

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

Business Response: July 24, 2015

RE: ****** *********, Case #********

Dear Ms. ****:

Thank you for forwarding Mr. *********** additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. ********* asserts, “my contract states that if I get someone to sign a contract I am released.” Respectfully, Mr. *********** understanding of the terms of his contract is inaccurate. There is no language in Mr. *********** Agreement which contractually obligates Guardian to release him from his remaining term if a new homeowner/tenant elects to activate services under a new agreement. Guardian does verbally offer this option to customers as part of its relocation policy simply as a courtesy to assist customers in fulfilling their contractual obligation upon relocation. In order to qualify for this option, a new homeowner/tenant must activate services under a new agreement. In this instance, new services were not activated as the sale of Mr. *********** was not completed.

Guardian spoke with Mr. ********* on July 1, 2015 and relayed that Guardian had been informed the home purchase was not completed. Mr. ********* acknowledged this fact to be true and requested the amount due to simply cancel the account. Guardian’s representative explained the early termination fee to be $146.85 and Mr. ********* willingly remitted payment at that time.

Based on the above information, Guardian’s position on this matter has not changed. Mr. ********* remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premises. In good faith, Guardian presented several options to assist him in completing his contractual obligation, including relocation of monitoring services to his new residence, transferring services to the new homeowner upon activation under a new agreement, or remitting an early termination fee. Mr. ********* willingly remitted payment of the early termination fee in order to cancel his account. As such, Guardian respectfully declines to provide Mr. ********* a refund.

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

Sincerely,

Kathleen *****, Director
Account Management 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.

Again, new owner entered into a contract. 

Regards,

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

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been using Guardian Protection Services for approximately four years. Contacted Guardian Protection Services to have my security monitoring service discontinued on 6/22 due to the fact that they did not monitor my house from 5/4/15 through 6/21/15. The panel's phone line was not in communication with the central monitoring service and Guardian Protection Services tried to contact the first phone number of the four listed in our emergency contact list. We continued to arm and disarm the panel all the while, we were under the false security that the system was protecting my family. It was not. We were informed by Guardian that since they received an answer from our answering service that they considered it appropriate contact for the panel failure. There was no other attempt to get in contact with any of the other three contact phone numbers that are on file at Guardian Protection Services. How is this appropriate monitoring service and not a breach of their contract? Guardian's policy that an answering service is an appropriate contact for the failure of a panel and doesn't treat it like a "larger/more important emergency" (Guardian's words during our phone conversation) But what would have happened if our home was broken into while the house was unarmed and an individual simply disconnected the panel then proceeded to threaten our lives? No alarm would have been triggered and Guardian doesn't think of that as a true emergency to reach the emergency contact numbers. We have no idea how often this problem occurred in the past without knowing if we were being provided the service that we were promised and paid for. I cannot continue to put my family's lives in danger due to this policy and breach of contract. I want refunded for the monthly monitoring service payment made for May and June and the contract to be voided.

Desired Settlement: Refunded for the May and June payments made for the monitoring services that were not provided. And, the remaining 15 months of the monitoring agreement to be voided. Also, to change their policy of a loss of signal to ensure contact of all emergency contact lists to ensure the safety of their customers. How many people are being affected by this "protocol"

Business Response:

July 10, 2015

RE: **** ******* – Complaint ID *********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. ********* concerns.

Our records indicate a regularly scheduled test signal was not received from Mr. ********* system on May 4, 2015. Guardian’s automated system reached out to Mr. ******* via telephone to inform him of a potential issue; a voicemail message was left for Mr. ******* on his home telephone number.

On May 30, 2015, Guardian did receive a test signal from Mr. ********* residence which indicated his system was properly communicating with Guardian’s central monitoring station however on June 21, 2015 Guardian again received notification of a failed test signal. As such, Guardian reached out to Mr. ******* via telephone and left a voicemail for him on his home telephone number.

On June 22, 2015, Mrs. ******* contacted Guardian and requested the cancellation of their account as they had engaged another security provider who offered upgraded equipment/technology. Guardian’s representative offered to provide that same technology however Mrs. ******* declined and stated she wished to move forward with cancellation. Guardian’s representative explained that an early termination fee was required as sixteen (16) months remained in the initial term of the Sales and Monitoring Agreement (“Agreement”). Mrs. ******* stated that she wished to discuss the offer to upgrade equipment with Mr. *******.

On June 26, 2014, Mrs. ******* contacted Guardian and reiterated her request to cancel the account. Mrs. ******* also expressed dissatisfaction that Guardian did not reach out to the people designated on the emergency contact list to advise of a potential communication issue. Guardian’s representative explained that a failed test signal is a different priority than an emergency and further explained that Guardian did leave voicemail messages for Mr. and Mrs. ******* requesting that they contact Guardian to conduct a test of their system. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mrs. ******* to review her concerns directly. During that conversation, Guardian’s representative explained that the failed test signal is not a guarantee that the system is not communicating and could be caused by marginal signal strength between the control panel and the cellular towers, which is most likely the case as Guardian received a signal failure from the ******* residence on June 21, 2015 however the signal was restored on June 22, 2015. Guardian did reach out and leave voicemail messages for Mr. and Mrs. ******* advising of a potential issue however this situation is not considered an emergency as Guardian cannot know for certain that the system is not communicating until the customer conducts a test of the system, thus Guardian does not reach out to individuals listed as emergency contacts. Guardian’s representative apologized to Mrs. ******* for any confusion and offered to apply a credit for two (2) months of monitoring services as requested in the complaint. Mrs. ******* expressed she wished to discuss this matter further with Mr. *******.

On July 1, 2015, Guardian spoke with Mr. ******* who reiterated his request to cancel the account. Guardian’s representative again apologized for any confusion and expressed that it was Guardian’s sincere desire to resolve this matter to his complete satisfaction. To that end, Guardian offered to accept a drastically reduced early termination fee of $200. Mr. ******* accepted Guardian’s offer and conveyed that he believed this to be a fair resolution. As such, upon receipt of Mr. ********* payment of $200, Guardian will cancel his account and he will be released from all remaining obligation. Again, Guardian apologizes to Mr. and Mrs. ******* for any confusion.

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

Sincerely,

Bill ***** Manager
Customer Service Department

7/29/2015 Problems with Product/Service
7/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My contract expired in April. I was informed at that point I could cancel. I called in June to cancel and was told I could cancel but they tried to sell me a new service. I called back a week later to cancel the account and decline their offer to renew. They now told me my account automatically renewed and I could not cancel. I never consented to any renewal.

Desired Settlement: Cancel account.

Business Response: July 1, 2015

RE: ******** ***** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. ****** complaint. Guardian appreciates the opportunity to clarify this matter for all parties.

Mr. ****** letter disputes the automatic renewal of his contract. Our records indicate Mr. ****** initial transaction with Guardian occurred on March 2, 2010 at which time Mr. ***** executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as 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.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. ****** Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. ****** Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. ****** initial term renewed on March 21, 2015.

Mr. ****** letter also states that Guardian recently declined to cancel his account as his initial term had been renewed. Guardian has reviewed its records and respectfully finds Mr. ****** assertions to be inaccurate. Mr. ***** contacted Guardian on June 25, 2015 to request the cancellation of his account as he wished to engage another security provider. Regretfully, Mr. ***** declined to allow Guardian’s representative the opportunity to obtain the necessary information to process his cancellation request prior to abruptly terminating the telephone call.

Notwithstanding the above, in an effort to bring swift resolution to this matter Guardian will accommodate Mr. ****** request to cancel his account. Upon cancellation, the balance due on Mr. ****** account will be waived and he will receive no further contact from Guardian.

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

Sincerely,

Bill ****, Manager
Customer Service Department

7/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We built a new home in ******* ** *nd closed on the home in July 2014. We signed a contract with Guardian after speaking with a Guardian representative during our visit to the builder’s design center. When we spoke with Rep, we agree to security monitoring as well as the purchase of surround sound and receiver). When we call to have the receiver/amplifier delivered and connected, we were told we didn’t purchase the receiver. Although I spoke with several people at Guardian, they refused to provide the receiver, stating that I should have known based on the code (not sure how). When I asked to speak with the sales rep I was told that he had been fired. After numerous phone calls to Guardian, I was told that if I wanted the receiver, I would have to purchase it again because the Rep didn’t note that on the sales form. Basically they said the Rep made a mistake and there was nothing they could do about it. I reluctantly accepted their refusal to resolve the issue. Now there is another issue…..While we had intended for the ** home to be our retirement home, my job unexpectedly moved to ******* 7 months after closing on the home. We moved and placed our home on the market. Now that we have finally sold the ** home, I contacted Guardian to stop the service and was reminded that we have a 5 year contract. We originally had no issues with the long contract as we weren’t planning on moving. Had I known I would be moving a few months after closing on the home, I would have never built the home nor signed any long term contracts, definitely not a 5 year contract. I explained our situation to Chris **** (Guardian) and told him that we were living in a rental unit in ******* and we weren’t sure when we would be buying a new home as we were financially strained due to maintaining two homes for 5 months. I also explained that we were living on one income as my spouse had not found employment in ******** We don’t know when/if we will buy a home in ** or when/if we will be able to afford it given our current financial situation. The Guardian representative (Chris ***** listened but was only interested in collecting 5 years of payments. He told me we had three choices: (1) get the new buyers to take over the contract, (2) find someone else to take over the contract, or (3) pay Guardian approximately $2,200 for the remaining months (50 months) left on the contract. I could understand them forcing us to pay if I simply wanted to change companies; however, our situation is completely different, and to force us to pay over $2,000 for services we don’t have is absolutely in sane and should be illegal if it isn’t. I find it hard to believe that they have only one policy, regardless of any unexpected life events. I pray that Guardian does the right thing.

Desired Settlement: Release of 5-year contract given that my job unexpectedly moved to *******.

Business Response: July 1, 2015

RE: ****** ***** – Complaint ID #********

Dear Ms. *****

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

For background, please note that Guardian met with Mr. and Ms. ***** in February 2014 to discuss their low voltage wiring needs for their new home which was under construction at the time. Guardian reviewed products and services offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. and Ms. ***** decided to engage Guardian to install a monitored electronic security system in their new home. Mr. ***** acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 5, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. ***** also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Ms. ******* letter asserts that the ****** had requested an additional piece of equipment at the time of sale which they did not receive and further asserts that Guardian “refused” to resolve the issue. Guardian has reviewed the ******’ account and respectfully could find no record of the ****** raising the issue of missing equipment until receipt of the subject complaint. If Mr. and Ms. ***** raised their concerns directly with the homebuilder, Guardian would have no record of those interactions.

On June 22, 2015, Ms. ***** informed Guardian that she was moving from the monitored premises. Ms. ***** further advised that she was moving into a rental home and was unable to transfer services to the new residence. Guardian’s representative explained to Ms. ***** that she remained within the initial term of her Agreement and was ineligible to simply cancel her account at the present time. In an effort to assist Mr. and Ms. ***** in fulfilling their obligations under the Agreement, Guardian explained that the new homeowner/renter of their home could activate monitoring services under a new Agreement which would satisfy the ******’ remaining obligation. Guardian’s representative also explained that the account could be cancelled upon receipt of payment of an early termination fee, which Guardian offered to discount by 10%. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. ***** to address her concerns directly. In an effort to assist the ******, Guardian’s representative offered to freeze their account for 6-12 months to allow them the opportunity to find a new home. Ms. ***** declined the offer and reiterated her request to cancel her account. Ms. ***** also reiterated dissatisfaction related to the piece of missing equipment from the time of sale. In an effort to satisfy Ms. ****** Guardian offered to accept a 50% reduction to the early termination fee and to further reduce the early termination fee by $370 (the cost of the piece of equipment in question.) Ms. ***** accepted Guardian’s proposal. Accordingly, upon Guardian’s receipt of the early termination fee, Guardian will cancel Mr. and Ms. ******* account and they will be under no further obligation to Guardian.

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

Sincerely,

Kathleen *****, Director
Account Management Department

7/27/2015 Problems with Product/Service | Complaint Details Unavailable
7/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Contract renewal without notice and refusal to cancel service after 5 year fulfillment completed by customer. I signed up for Guardian home alarm service with the purchase of my new home with a 5 year contract. I fulfilled my obligation and decided to go in another direction to reduce my expenses. When I called Guardian to cancel after completing my five years of services commitment, the sales representative mentioned the contract renewed and I will owe them an additional $400 to cancel. I've never heard of such and I plan to use every avenue to fight this non-sense.

Desired Settlement: Full release from their services after fully completing my five year payment commitment agreement.

Business Response: July 15, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ***** ****** – Complaint ID #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. ******’s complaint. Guardian values the opportunity to respond and facilitate resolution of his concerns.

Mr. ******’s letter disputes the automatic renewal of his contract. Our records indicate Mr. ******’s initial transaction with Guardian occurred on January 13, 2010 at which time Mr. ****** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as 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. Guardian’s records indicate Mr. ******’s system was activated on June 12, 2010 after construction of his new home was completed.

Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. ******’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. ******’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. ******’s initial term renewed on July 1, 2015.

Upon receipt of your letter, Guardian contacted Mr. ****** and offered the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian agreed to cancel Mr. ******’s account effective July 15, 2015. The balance due on the account has been waived and Mr. ****** will receive no further contact from Guardian. Mr. ****** has expressed his complete satisfaction with this resolution. Guardian regrets losing Mr. ****** as a valued customer and hopes he will consider Guardian again in the future.

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

Sincerely,

**** ****, Manager
Customer Service Department

Consumer Response: I have reviewed the response made by the Guardian Protective Services in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I worked with **** ******** and he promised after signing their cancelled service form, which removed them from any fault with regards to monitoring my address, Guardian would disregard the auto-renewal of my contract. I e-signed their cancellation agreement enacting the verbal agreement I owed Guardian no monies going forward. 

Regards,

***** ******

7/15/2015 Advertising/Sales Issues
7/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In April we upgraded our services to include using the guardian app where we could rid ourselves of our telephone landline. I ordered the upgrade after receiving an advertisement from Guardian where we would receive an Android tablet and 50% off monthly billing for 6 months. When the salesman got here he said (mid April) that promotion no longer existed. Okay. The very day he came, I received another promotion in the mail from Guardian advertising the very same promotion. I still have that promotion and it does not have a deadline. The technician came a couple of days later and finished our upgrade. I informed Guardian of my new advertised promotion and I believed that I was eligible. They didn't even know about the new promotion therefore I wasn't eligible. I then notified our salesman via email where he assured me he would look into it and give us the advertised promotions. His reply was that it came from corporate and the ************ office wasn't informed of the promotion. He then notified me a couple of more times and asked if we received the tablet. since, according to him, we were indeed eligible. No, we have not received the tablet nor the price discount and this is almost 2 1/2+ months past. If you are going to advertise something for upgrades, it is important for companies to comply with their advertisements. I thought then that if we didn't get anything by July, I would send in to the BBB, give a complaint on our local Yelp, or do whatever to get the attention of the marketing department of Guardian Protection Services.

Desired Settlement: Desired Outcome: delivery of the Android tablet and a billing adjustment for the next 6 months showing a 50% reduction.

Business Response: July 13, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ***** ******** – Complaint ID #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. ********. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Guardian sincerely apologizes to Ms. ******** for any confusion related to her recent upgrade and the corresponding promotions offered by Guardian. Upon receipt of the subject complaint, Guardian contacted Ms. ******** directly and apologized for any miscommunication regarding the computer tablet and the discount to her monthly monitoring fees. Guardian has placed a credit to Ms. ********’s account equal to a 50% discount of monitoring fees for a six-month period, as well as an additional credit for one full month of monitoring services in apology. Guardian also confirmed that Ms. ******** will receive a computer tablet at no charge however the tablets are currently on backorder for approximately four (4) weeks. Guardian will follow up with Ms. ******** in a few weeks to ensure that she has received the tablet as promised. Ms. ******** has expressed her complete satisfaction with this resolution.

Again, Guardian apologizes to Ms. ******** for any inconvenience. Guardian values Ms. ******** as a customer and appreciates the opportunity to continue providing her with her 24-hour security monitoring services.

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

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,

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

7/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Installed security system for elderly parents who had no understanding how system worked and continued billing their account even after they called to say system was inoperative because they had no phone service and did not have password to cancel. Try to sell different system. They sent password to me via mail and continued to say it was incorrect and would not cancel. Finally got loyalty depth who would only cancel with proof of my parents docs even though they spoke with ******* **** to cancel but had no trouble installing on his say.

Desired Settlement: Not to take advantage of elderly

Business Response:

July 8, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: **** ********, Complaint #********

Dear Ms. ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. *********s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing her concerns.

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 ******** ****** to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. The subject sales transaction, system installation and system activation process took place directly between ******** ***** and Ms. ********’s father, 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.

Ms. ******** indicates in her complaint that she wishes to cancel Mr. ****’s account as he no longer resides at the monitored premises. Our records indicate Ms. ******** contacted Guardian on June 25, 2015 to make such request. Our records also indicate this was the first that Guardian became aware that Mr. **** no longer lived in the premises or wished to cancel the account. Unfortunately, when Ms. ******** made the cancellation request she was unable to provide Mr. ****’s security password and therefore no changes were made to the account. In a genuine effort to assist Ms. ********, Guardian’s representative informed her that the account cancellation could be processed upon Guardian’s receipt of a copy of the Power of Attorney for Mr. ****. Guardian received the subject complaint shortly thereafter.

Guardian understands Ms. ********’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Mr. ****.

Upon receipt of your letter, Guardian contacted Ms. ******** to discuss this matter directly. Pursuant to that conversation, Ms. ******** provided Guardian with a copy of the Power of Attorney for Mr. ****. As such, Guardian has agreed to process the cancellation of Mr. ****’s account effective July 13, 2015. Ms. ******** has expressed her complete satisfaction with this resolution.

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

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.

Regards,

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

7/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December of 2014, I was contacted by a collection agency (***** * ******) regarding past due amounts through this company. Upon receiving proof of debt, I immediately contacted the company and informed them of fraud. The signature included on the paperwork was NOT my signature nor did I authorize any services. This company was illegally given my name and social security number and refuses to rectify the situation. I have contacted them several times throughout the past few months and the issue has yet to be resolved. If we must take this issue before courts to prove that it is not my signature, then I am more that available to do so. I have even been told by a representative of the company to pay off the debt and they will take it out of my name. The debt is not mine and is unauthorized

Desired Settlement: This business should remove discontinue any services provided illegally under my name and personal information. This business should in no way affect my credit score and should no longer contact me regarding this illegal activation of services.

Business Response: June 24, 2015

BBB of Western Pennsylvania
Attn* ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ******** ********, Case #********

Dear Ms. ****:

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

For background, please note this account came to Guardian by way of an Authorized Dealer known as **** ******. As such, all aspects of the sales transaction took place directly with **** ******; Guardian was not present during the sales transaction or system installation. **** ****** 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.

Our records indicate an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in the name of “***** * ******* **** ******** Bible Bookstore” and dated February 28, 2013 bears the signature of “******* *. ********.”

Ms. ******** has asserted that the signature found on the Agreement was executed by a third party without her permission or knowledge. Upon receipt of your letter, Guardian spoke with Ms. ********’ father, Mr. ***** ********, Jr., who stated the monitored premises belongs to him and all responsibility for the account should belong to him as well. Mr. ******** further expressed that the account never should have been created in his daughter’s name.

Based on the above information and at the request of the parties, Guardian has made arrangements to transfer the account responsibility to Mr. ********. Upon receipt of the executed documentation authorizing the change, Guardian will remove Ms. ********’ from the account and she will be released from all responsibility and obligation. Guardian has spoken with Ms. ******** who has expressed her complete satisfaction with this resolution. Guardian apologizes to Ms. ******** for any confusion or inconvenience.

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

Sincerely,

**** ****, Manager
Customer Service Department

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Moving Price Gouging I entered into service with a third party provider *** and have been in contract for over a year of a 3 year contract. I recently sold my home and need to un-install/re-install service. *** the third part provider quoted me a price of $99 to move and re-install, which is reasonable but they said the contract was with Guardian. Guardian quoted me a price of $450 to for the whole un-install/re-install and keep 22 month contract. The remaining amount owed on my contract is $750 and the moving cost is over 60% of contract. This is unacceptable and i am being price gouged and this is an unfair business practice.

Desired Settlement: I would like to either have my contract terminated at the end of June 2015 with no additional chargers Or Approve *** to do the un-install/re-install

Business Response: June 17, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: ***** ***** – Complaint ID #********

Dear Ms. ****:

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

On April 1, 2015, Mr. ***** advised Guardian that he may be moving from the monitored premises. Guardian informed Mr. ***** that he would need to contact *** to coordinate relocation of his system as he remained within the first year of his initial term. Mr. ***** did reach out to *** who offered to relocate his system for a $99 installation fee and no contract extension. Mr. ***** informed *** that he was not sure how soon he would be moving and did not schedule an onsite service appointment with *** at that time.

On June 2, 2015, Mr. ***** contacted Guardian and advised that he was moving and wished to relocate his security system. Because Mr. ***** was now outside of the first year of his initial term, the relocation of his system would need to be conducted by Guardian instead of ***. As such, Guardian provided Mr. ***** with several relocation options. More specifically, Guardian offered to relocate Mr. *****’s system at no charge in exchange for a new 48-month Agreement; or to relocate the system for an installation fee of $100 for a new 36-month Agreement; or to relocate the system for an installation fee of $450 with no contract extension. Mr. ***** disputed the options provided by Guardian as *** had previously quoted him a fee of $99 to reinstall the equipment. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ***** to address his concerns and provide further explanation. During that conversation, Guardian explained that the fees quoted by Guardian to relocate his system were higher because Guardian had made an investment in Mr. *****’s home when taking over his account from ***. Additionally, Guardian would incur further costs by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services at Mr. *****’s new residence. Guardian is unable to relocate Mr. *****’s system at a $99 installation fee with no contract extension as it would not allow Guardian the opportunity to recover the investment made in his previous home or his current home during the twenty-two (22) months remaining in his initial term. Guardian further explained that *** was able to quote a lower relocation fee because they had no costs to recover in Mr. *****’s account.

Mr. ***** has requested that *** handle the relocation of his security system. Guardian reached out to *** and has been advised that *** is willing to relocate Mr. ***** for the $99 installation fee previously quoted to him with no contract extension. *** has scheduled relocation of Mr. *****’s system to take place on June 25, 2015. Mr. ***** has expressed his satisfaction with this resolution.

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

Sincerely,

******** *****, Director
Account Management Department

7/7/2015 Problems with Product/Service
7/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently inquired with a Guardian salesman about switching my alarm service from *** Guardian. Salesman #1 came to my home in mid may. Upon meeting with him, I informed him that I was also meeting with another company and that I would let him know my final decision within a couple weeks. Over the next couple weeks I spoke with the salesman #1 a couple times and on 5/29 informed him that I was interested in switching to Guardian. Salesman #1 inquired if I wanted him to come to my home to sign the paperwork or if he could do everything via email. I agreed to complete everything via email. As such, Salesman #1 informed me that I would be required to complete an electronic consent agreement but that he had to have someone else assist him with this process. As such, on 6/1 Salesman #2 forwarded the electronic consent agreement which I signed and returned to him on 6/2. Over the next couple days, Salesman #2 scheduled an install date and collected certain information from me over the phone such as SS#, Credit card, emergency contacts, etc. On the morning of June 3, I asked Salesman #2 about the contract document (as I had not yet received a copy) and he said that it had just been emailed to me. That morning I received 2 emails from Salesman#1, the first sent at 8:55 with the subject of "Please sign Packet". Three minutes later at 8:58 I received another email from Salesman#1 with the subject of "Packet between Guardian Protection Services, *** ******* and Salesman#1 is Signed and Filed!" The second email was surprising as how could I have signed a copy of a contract that I received 3 minutes prior. When I attempted to open the document in the first email, I got the following message "This document has already been signed." When I opened the second email, not only had Salesman#1 FORGED my signature to the contract but to add insult to injury he spelled both my first and last names incorrectly. Further, Salesman #1 had inserted a 60 month term for the contract term. I had not discussed whether I wanted 36 or 60 month term with Salesman #1, he had only informed me of my options when he visited my home. Initially, after opening the emails, I requested a blank copy of the contract for review but after thinking about it for a few minutes (literally), I decided that I did not want to do business at all with Guardian. I immediately informed Salesman#1 and Salesman #2. The next day, 6/4, Salesman #1 emailed me stating that we should speak as there had been a misunderstanding. I informed him via email that there was no misunderstanding as he had forged my signature and filed the contract prior to me ever actually receiving the document. This whole process has been completely unprofessional and illegal. At no point did I give any Guardian employee any permission to sign any documents on my behalf. The electronic consent agreement (which I actually signed) allowed for me to receive communications via email and to provide electronic signatures but did not allow for anyone to sign anything on my behalf. I am writing because although I spoke with Salesman #2 on 6/3 and told him to cancel everything, he did not, as I was still getting calls on 6/4 regarding the installation. At this point I want to be clear, I DID NOT sign any contract document (which according to the email was signed and filed) and any document that you have with a signature relating to my address has been FORGED. And I do not want to be held responsible by Guardian in any way, financially or otherwise.

Desired Settlement: I want to ensure that everything with Guardian has been cancelled and that I will not be held liable in any manner.

Business Response: June 17, 2015

BBB of Western Pennsylvania
Attn: ******** ****
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220

RE: **** ******** – Complaint ID #********

Dear Ms. ****:

Thank you for forwarding Ms. ********’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Ms. ******** for any confusion related to her recent transaction with Guardian. Please allow this letter to confirm that Ms. ********’s transaction has been cancelled and she is under no obligation to Guardian.

Additionally, Guardian is deeply concerned with Ms. ********’s expressed discontentment relating to the interactions with her Guardian sales consultants. 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. 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 for informing Guardian of Ms. ********’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. *****.

Sincerely,

**** ****, Manager
Customer Service Department

7/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our alarm system has been down for a couple of days. I called them twice already to try and get somebody out here to fix the problem. Twice they told me they reported it already to their contracted service company. I still have not heard from anyone, yet. We are not in a very safe neighborhood, and we need our medical clinic secured, especially overnight. By the way, we only had this alarm system for a month. The guy I talked to the first time tried to charge me for the service call. I had to argue with him so I don't get charge for the call. Maybe that's the reason they're not coming out?

Desired Settlement: dependabe security system, and peace of mind. and to be fair, some kind of credit for the time we were not protected and the anxiety this is causing us.

Business Response: July 1, 2015

BBB of Western Pennsylvania
Attn: ******** ****
*** ******* ****** ***** ***
*********** ** *****

RE: ****** ********* – Complaint ID #*******

Dear *** ****:

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

*** *********’s letter expresses discontent with the delay in scheduling onsite service at his place of business. Guardian has reviewed its records and found that prior to receipt of *** *********’s complaint, Guardian conducted onsite service at the premises on June 23, 2015. During the service visit, the technician found the telephone had been removed from the security system. The technician reconnected the telephone to the system and confirmed receipt of all signals in Guardian’s central monitoring station. Said service appointment was conducted at no charge to *** *********.

Guardian apologizes to *** ********* for any inconvenience. As a gesture of good faith, Guardian has applied a credit to *** *********’s account equal to two (2) months of monitoring services. Guardian has since been in contact with *** ********* who has expressed his complete satisfaction with this resolution. Guardian appreciates the opportunity to continue serving *** *********’s security needs.

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

Sincerely,

Bill K***, Manager
Customer Service Department

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. 

Regards,

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

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Guardian Protection Service has added additional months of service to my account after upgrading my system from a land montering service a web type. In August 2013 the service board was change and I was charge $50.00. With this change they added additional months on my initial 3 year contract to 60 months just because of the new equipment. In April 2015 I called to find out was my contract had ended and was told it had ended. When call back to cancel the service I was told the person who told me that my contract had end was incorrect and had been punished for given me the wrong information and was not in the department which she should transferred me too. I asked to speak to a supervisor named Patty and she stated I had 51 more months and I had to pay $1374.46 to cancel the service. This is a dishonest action to stop me from leaving their service because the cost along is unfair for 1 and additional months should not be added to a repair bill. Guardian should be put on notice for unfair Business practices and unfair charges accessed to customers.

Desired Settlement: Cancel my account at the 3 year service without any other charges added.

Business Response: June 26, 2015

BBB of Western Pennsylvania
Attn: ******** ****
*** ******* ****** ***** ***
*********** ** *****

RE: ******* ***** – Complaint ID #********

Dear *** ****:

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

For background, *** ******* account came to Guardian by way of an Authorized Dealer known as ***** ******** *********. As such, all aspects of *** ******* sales transaction and system installation took place directly between ***** and *** *****. 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 *****.

*** ******* complaint expresses discontent related to the initial term of her Agreement and further expresses her belief that Guardian added months to her term on a “repair bill.” In light of *** ******* assertions, Guardian has reviewed its records including all telephone interactions with *** *****. (Please note that due to the nature of Guardian’s business, all customer telephone conversations and interactions are recorded.) After review of *** ******* account, Guardian offers the following information.

Our records indicate that *** ***** engaged *****’s services on April 3, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”). The initial term of the Dealer Agreement is designated as a period of thirty-six (36) months. The Dealer Agreement bears *** ******* signature. Guardian’s records indicate *** ******* system was installed and activated by ***** on April 4, 2012.

On July 8, 2014, Guardian did not receive a regularly scheduled test signal from *** ******* system. Upon notification from Guardian that a potential communication issue may exist, *** ***** advised that she had switched telephone providers. Guardian explained to *** ***** that the change in phone services had disrupted the communication from the security system. Guardian offered to install a cellular communication device which would allow *** ******* system to transmit signals without use of her telephone line. To offset the upfront cost of the device, Guardian offered to provide and install the device at a discounted cost of $50 in exchange for execution of a new 60-month agreement. Please note, a review of this telephone interaction revealed that Guardian’s representative clearly explained that the initial term would be extended to sixty (60) months and that *** ***** acknowledged her understanding and accepted Guardian’s offer. Guardian forwarded a new Sales and Monitoring Agreement (“Agreement”) to *** ***** for her review and signature. *** ***** executed the Agreement on August 8, 2013. In addition to signing the document, *** ***** placed her initials next to the separate and bolded clause which states, “This is a sixty (60) month Monitoring Agreement.” The initial term was also clearly defined in the Special Conditions section which states, “THIS IS A 60 MONTH AGREEMENT.” Upon receipt of the executed document, Guardian installed and activated the cellular communication device on September 10, 2013.

On April 9, 2015, *** ***** contacted Guardian to inquire when her monitoring services began. Guardian’s representative informed *** ***** that her services began on April 4, 2012. Please note, a review of this telephone interaction revealed no discussion related to the end of *** ******* initial term, nor did Guardian’s representative inform *** ***** that the initial term had expired.

On April 10, 2015, *** ***** requested the cancellation of her account. Guardian explained to *** ***** that she remained within the initial term of her Agreement and that an early termination fee was required to cancel at the present time. *** ***** disputed that she remained within the initial term and that her term had been extended upon installation of the cellular communication device. Guardian explained that *** ***** agreed to extend her initial term both verbally and by executing the new Agreement. Guardian’s representative further offered to mail a copy of the Agreement to *** ***** for her review. In a genuine effort to assist *** *****, Guardian offered to accept a 25% reduction to the early termination fee. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to *** ***** to discuss her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the full terms of *** ******* Agreement, in this instance and in order to bring swift resolution to her concerns, Guardian has agreed to cancel *** ******* account without further payment. *** ***** has expressed her satisfaction with this resolution.

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

Sincerely,

Bill K***, Manager
Customer Service Department

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. 

Regards,

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

6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Been a customer since 2006, received letter stating that our security system was not working aprox.1 month ago. The letter stated they would recheck system every 30 days and if it still wasn't working after 60 days would cancel my account. Initially called company at that time to cancel service but "lines were busy" and recording said to leave a phone number and would be returned next business day. Never received call back. When I called back today, I learned that they knew the security detection wasn't working since March. After aprox 30 minutes of being moved from person to person to determine issue (I figured it probably was the cancellation of our land line phone), they agreed and attempted to sell me a different system. Every person told me how I'd lose loyalty points etc. if I cancelled. After aprox 30 minutes they finally cancelled service and agreed not to charge me for the first 2 days of June. I had already paid for March, April despite not having security service. I requested payment for May to be cancelled ($29.71). They disagreed stating that I had still had fire coverage(they agreed no intruder coverage) although without a phone line I find that difficult to believe how the fire company/Guardian could be notified.

Desired Settlement: I find the reaction of the personnel who likely were following company protocol very upsetting. I actually will be upgrading system to a cell phone/monitor based one in the near future but wanted to shop around. Several of my friends did think Guardian offered the best service so there was a good chance of me upgrading with them anyway. Also upsetting was the fact that Guardian knew my system wasn't working since 3/15 and they stated they attempted to call me (land line had been cancelled so if they did call they would have known) but not through other means( email, letter, or emergency contact) until May. I feel they should have been more proactive in protecting my family, especially since they are requesting payment. I desire reconsideration of the May charge. For my part I will not contest the March and April bill I already paid. I feel this is a very fair compromise.

Business Response: June 10, 2015

RE: ***** ** ***** – Complaint ID #********

Dear Ms. ****:

Thank you for forwarding Mr. *****’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. *****’s concerns.

Mr. *****’s letter expresses discontent that his system was working properly and disputes the final balance owed upon cancellation of his account. Guardian has researched its records and offers the following information in response.

Our records indicate a regularly scheduled test signal was not received from Mr. *****’s system on March 12, 2015. Guardian’s automated system reached out to Mr. ***** via telephone to inform him of a potential issue however Guardian was unable to reach him as the phone number had been disconnected.

Guardian did not receive the scheduled test signal from Mr. *****’s system on April 12, 2015 and Guardian again was unable to reach Mr. ***** via telephone. As such, Guardian sent written notification to Mr. ***** on April 12, 2015 advising that a potential communication issue existed and requesting that Mr. ***** contact Guardian to conduct a test of the system. The letter also indicated that Guardian would continue to reach out to Mr. ***** over the next 60 days however absent any contact from Mr. *****, Guardian would assume that he had abandoned use of the system.

On June 3, 2015, Mr. ***** contacted Guardian in response to the letter he recently received and informed Guardian that he had disconnected his landline and would like to cancel his account. Mr. ***** further expressed he may be interested in upgrading his system to interactive services in the future. Mr. ***** also expressed dissatisfaction that Guardian had not attempted to reach him in a more urgent manner regarding the potential communication issue with his system. Guardian’s representative explained the importance of testing the system monthly which is outlined in the terms of Mr. *****’s Agreement. Guardian’s representative also offered to review options to upgrade the system to interactive services however Mr. ***** stated he was not interested at the present time and wished to move forward with cancellation. Guardian’s representative explained that the terms of Mr. *****’s Agreement state that a 30-day notice is required to cancel the account, however Guardian would agree to waive that notice as a courtesy and cancel the account effective May 31, 2015. Upon cancellation, Mr. *****’s account would reflect a final balance of $29.71. Mr. ***** disputed the final balance as he had cancelled his landline in February 2015 rendering the system inoperable. Guardian’s representative explained that Guardian did attempt to contact Mr. ***** via telephone and mail as a courtesy to inform him of a potential issue however the terms of Mr. *****’s Agreement provide that the customer must maintain a compatible landline for Guardian to provide monitoring services. Mr. ***** stated he would consider whether he wished to remit the final balance and ended the call.

Shortly thereafter, Mr. ***** contacted Guardian to confirm that his account had been cancelled pursuant to the previous conversation. Guardian’s representative confirmed that the cancellation had been processed. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ***** to review his concerns directly. During that conversation, Guardian’s representative agreed in good faith to waive the final balance due on the account. Mr. ***** expressed his satisfaction with this resolution. Guardian’s representative also discussed interactive options with Mr. ***** who requested that a proposal be mailed to him for review.

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

Sincerely,

**** ****, Manager
Customer Service Department

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a signed contract from guardian protection services for a 36 month monitoring agreement. After I completed my term and decided to cancel they claim I have a 60 month agreement. I have been unable to resolve this issue despite the fact that I have faxed them a copy of my original agreement which clearly states it was for 36 months.

Desired Settlement: Cancel my services because I no longer need them and have completed my original term.

Business Response: June 10, 2015

RE: ***** *******, Case #********

Dear Ms. ****:

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

Upon receipt of Mr. *******’s complaint, Guardian conducted a thorough review of his account. Our records indicate 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 for any aspect of the sales transaction with Mr. ******* or the 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 by ***** thereby facilitating activation of Mr. *******’s services.

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.

Mr. *******’s complaint disputes the initial term of his agreement with *****. Guardian’s records indicate Mr. ******* executed a sixty (60) month Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with ***** on April 12, 2012. 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.

Notwithstanding the above, upon receipt of Mr. *******’s complaint Guardian contacted Mr. ******* directly and in good faith agreed to release Mr. ******* from the remainder of his Agreement. The balance due on Mr. *******’s account will be waived and he will receive no further billing statements from Guardian. Mr. ******* has expressed his complete satisfaction with this resolution.

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

Sincerely,

**** ****, Manager
Customer Service Department

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: System installed improperly. Security system installed on a circuit controlled by a light switch. Can be accidently turned off. Faulty door switch broke, rendering the system inoperable. Being charged a monthly fee for a system I can't use, and worse, putting my family in potential danger. Guardian is blaming sub contractor ******* ******** in ********* **

Desired Settlement: Force the contractor to make repairs, or find a new one that will

Business Response: June 5, 2015

RE: ***** ******** – Complaint ID #********

Dear Ms. ****:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr* ********’s concerns. Guardian sincerely apologizes for his recent experiences and values the opportunity to address this matter.

For background, Mr. ********’s security system was sold and installed by ******* ******** Management, Inc. (“*******”) whereby all aspects of his transaction took place directly between ******* and Mr. ********. Guardian was not present during any aspect of the sales transaction or system installation with Mr. ********. ******* is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by *******.

Given that the nature of Mr. ********’s concerns relate to the system installation which took place directly with *******, Guardian notified ******* without delay and provided them with a copy of the complaint. Guardian understands that ******* conducted onsite service at Mr. ********’s residence on May 26, 2015 at which time a technician relocated the security panel and sensors. Subsequent to the onsite service appointment, Guardian spoke with Mr. ******** who expressed that all concerns have been addressed to his complete satisfaction.
Should you or Mr. ******** wish to contact ******* directly, they may be reached at:

******* ******** Management, Inc.
***** ****** **** ***** ***
******* ** *****
Telephone: ###-###-####

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

Sincerely,

***** *******, Manager
Dealer Operations

6/22/2015 Problems with Product/Service
6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first got Guardian Protection in 2009 or 2010 when I lived in *** **********. The company was able to come out within a day or two and install the alarm system with no problem or wait. In 2013 I moved to ****** ******** **. The company told me that they would have to call another company to install and that it would be about a month until everything was worked out. During this time, I continued to pay my monthly payment of $43.25 even though it was the company's fault I did not currently have an alarm system. So I waited the month or so. In 2014 I married my husband, whose is active military, and moved into different housing. I called guardian protection and again they told me it would be a month or so before the alarm system could be set up in the new house but I was required to still pay my monthly installments. During this time, we had had 3 break-in in the neighborhood and I called Guardian again to see if they could speed up the process or how I could get out of my contract. They told me the same thing as before. I ended up having to get an alarm system through a different company who was able to install it the same day because I was scared for my safety, especially due to the fact of being a military family and being on high alert status.

Desired Settlement: I would like a refund since they were not able to give me what I had asked for. Or atleast out of my contract. I am currently paying $43.25 a month and I dont even have an alarm system through the company because they cannot provide me one in a reasonable time frame and i was not told that when i signed my contract.

Business Response: June 1, 2015

Re: ***** ***** ******** - Complaint #********

Dear Ms. *****

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 Ms. ******** for her business as well as her husband’s military service to protect our nation.

Guardian extends its apology to Ms. ******** that her security system could not be relocated in a more suitable timeframe. Ms. ********’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor handling the relocation who assured Guardian that Ms. ********’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Upon receipt of your letter, Guardian contacted Ms. ******** to discuss her concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to her concerns to which Ms. ******** has expressed her complete satisfaction. Again, Guardian sincerely apologizes to Ms. ******** for her recent experiences.

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

Sincerely,

******** *******, Director
Account Management Department

6/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company representative posed as upgrading my existing *** security and misrepresented their intentions to switch services. After continuous questioning, I was finally informed that I would be changing from *** to Guardian. I agreed to a 3 -day trial on April 30th. I faxed and phone a notice of cancellation on May 1, 2015. I have made 3 attempts request credit for the full amount charged to my account. Additionally at no time was I informed that they would not re-connect the existing *** monitor that they un-installed.

Desired Settlement: Full amount of $139.99 credited back to my account and $25 to cover the cost of reinstalling my *** unit.

Business Response: June 3, 2015

RE: ********* **** **** – Complaint ID #********

Dear Ms. *****

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 AHS, including security evaluations, sales processes, installation practices or any other aspects of ***’s business.

Ms. **** has requested the cancellation of her account. Respectfully, Guardian is merely the provider of 24-hour monitoring services for Ms. **** on behalf of ***. Guardian is unable to cancel Ms. ****’s account due to the fact that her contractual obligation is with ***. However, in a genuine effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. ****’s complaint to ***. *** is a respected firm and has informed Guardian that prior to receipt of the subject complaint, Ms. ****’s account and contractual obligation to *** had already been cancelled and a refund in the amount of $139.99 was forwarded to Ms. **** as requested.

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 Operations

6/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had numerous issues with my alarm system that was purchased as part of my monitoring agreement with Guardian, along with customer service issues. I started my contract with Guardian in June of 2013. I called for the first time in October of 2013 with issues with my exit delay. Customer service told me that my exit delay only allows one exit. In later discussions with the technician, I was told that this was not true. In November of 2013, due to misinformation from Guardian's customer service team, my alarm system went off during my exit out of my garage. The police were then sent to my home because Guardian noted the incorrect contact primary contact number. I was charged with a $50 false alarm bill by the police department. When I called Guardian, customer service said that they misinformed me earlier about how my exit delay worked. They then told me that I should not exit during the last 30 seconds of the exit delay timer. In later discussions with the technician, I was told that this was not true as well. I received two more false alarms and charged $50 for each occurrence, once in December of 2013 and another time in May of 2014. It wasn't until the May incident that the technician concluded that my equipment was either defective or installed incorrectly. This issue was what caused all my false alarms and customer service gave me incorrect instructions the previous two false alarms. After all this I receive a call in June of 2014 that my alarm was not giving out a signal. We found that the control box would sometimes get unplugged, causing all of my home's entry points not to communicate to the main box. Guardian sent a technician out 4 days after I called for service, due to the number of technicians available, leaving my home with a non-working alarm system for 4 days. Guardian contends that as long as the main box is communicating to them, they are fulfilling their obligation, even if none of my home's entry points were communicating with the main box. Leaving my home and my family without alarm and monitoring protection for 4 days is not acceptable for any alarm monitoring provider. So in summary, I have been assessed 3 false alarms, provided incorrect information by customer service two times, and Guardian does not have enough technicians to provide timely service calls.

Desired Settlement: I want to be able to cancel my monitoring contract with Guardian without paying the $750 cancellation penalty

Business Response: June 1, 2015

RE: **** ******* *** ******* – Complaint ID #********

Dear Ms. ****:

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 his concerns.

Mr. *** *******’s letter expresses discontent that he was misinformed on how to use the system and further states that he received false alarm fines from local authorities as a result. Mr. *** ******* also expresses that his security equipment is not functioning properly.

Upon receipt of your letter, Guardian reviewed its records and found that onsite service was conducted at Mr. *** *******’s residence on March 23, 2015 at which time a technician reconfigured Mr. *** *******’s security system. Prior to departing the residence, the technician conducted a test of all zones and confirmed receipt of all signals in Guardian’s central monitoring station.

Guardian has been in contact with Mr. *** ******* to review his concerns directly. During that conversation, Guardian’s representative apologized for any confusion or conflicting information provided to him regarding the exit delay on his system. Guardian’s representative reviewed with Mr. *** ******* the onsite service appointment conducted on March 23, 2015 and confirmed with Mr. *** ******* that no issues have arisen subsequent to that date. Guardian greatly values Mr. *** *******’s feedback and appreciates the opportunity to regain his trust in the services we provide. As a gesture of good faith, Guardian offered to provide a credit to Mr. *** *******’s account equal to two (2) months of monitoring services in apology for any inconvenience. Mr. *** ******* accepted and expressed his satisfaction with this resolution. Guardian appreciates the opportunity to continue serving Mr. *** *******’s 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   

6/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had a system installed at our home 2 years ago and the sales rep at the time was very helpful and knowledgeable. When we were signing the papers, he shortened the contract term from 60 months to 36 and warned us that the company has a track record of locking customers in for excessive terms without clearly disclosing the terms and conditions. A year later we were moving to a new home and I called Guardian to schedule to have it moved with us. I had read online (I believe from Guardian's website, but not 100% sure of that) that equipment transfers were offered free when you moved, but the sales rep I spoke with on the phone quoted me a charge of approx. $400 to move our equipment to the new home. The new home already had a system installed, so it did not make sense why they even needed to install their own equipment and not simply transfer monitoring to the new address. At any rate, I was not interested in paying the fee and the rep said that he could waive it if we renewed our contract. I agreed to do so, assuming the original 36 mo term would be in place. However, in the busyness of moving I did not read the fine print to see that he had increased the term back to 60 months. Rather than extending our existing contract by 12 months, he added an additional 36 months to the 24 that were remaining. I have spoken to Guardian's customer service team 3 times now trying to find someone that will recognize the deception in Guardian's actions and make an attempt to correct the situation. To date, I have not had any help and each phone call ends in frustration. I am not sure where else to turn or what options might be available. In order to terminate my contract, Guardian will require a payment of $1,225 for equipment and $425 for services. The $1,225 will not go away for 4 years. Please advise.

Desired Settlement: I would like to have the entire contract voided at no charge so that we can part ways.

Business Response: May 29, 2015

RE: J***** ** ****, Case #********

Dear Ms. *****

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

Mr. ****’s letter expresses discontent with the initial term of the agreement he executed upon relocation to his new residence. Upon receipt of your letter, Guardian contacted Mr. **** to review his concerns directly.

Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. As such, Guardian reviewed the telephone interactions with Mr. **** as well as the relocation paperwork and found that Guardian’s representative clearly explained the initial term of the relocation agreement to be 60 months. Notwithstanding, Guardian apologizes to Mr. **** for any misunderstanding or confusion.

In a genuine effort to satisfy Mr. **** and bring swift resolution to his complaint, Guardian has agreed to reduce the initial term of Mr. ****’s current agreement. Mr. **** has expressed his satisfaction with this resolution. Guardian values Mr. **** as its customer and is pleased to continue providing him with his 24-hour security monitoring services.

Thank you for the opportunity to resolve Mr. ****’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. *****.

Sincerely,

**** ****, Manager
Customer Service Department

6/17/2015 Problems with Product/Service | Complaint Details Unavailable
6/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told by a Guardian Rep in person that if i was to move and not be able to set-up service at my next home that my contract would be voided. However, when i contacted Guardian they told me i signed a contract and that it doesnt matter what i was told i would be required to pay the balance for a service i cannot use. I have contacted them multiple times with the same result and have found that they just do not care if they take advantage of people it "Is what it is". I was taken advantage of and this company is just not willing to work with me other than a BUYOUT when i should not be required to pay anything! It is a sad thing that companies won't take responsibility for their own errors. I will make sure everyone i know is aware of the misleading and deceptive practices this company operates under.

Desired Settlement: I would like to have my contract voided without any re-payment required.

Business Response: May 27, 2015

RE: **** ** ***** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. *****’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, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. *****’s home builder. As such, Guardian met with Mr. ***** in February 2012 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. ***** decided to engage Guardian to install a monitored electronic security system in his new home. Mr. ***** acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2012, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. ***** also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

On February 18, 2015 with thirty (30) months remaining in the initial term of his Agreement, Mr. ***** informed Guardian that he was moving from the monitored premises and unable to transfer services to the new residence. Guardian’s representative explained that the initial term of Mr. *****’s Agreement had not yet been satisfied and in order to cancel his Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. ***** in fulfilling his obligations under the Agreement, Guardian explained that should the purchaser of his home elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee designated by the terms of Mr. *****’s Agreement. Mr. ***** disputed the information provided to him and stated that his Guardian sales representative promised the account could be terminated should he relocate within the initial term. Guardian’s representative reviewed Mr. *****’s sales paperwork and could find no written indication of any such early termination promises made by the Guardian sales representative.

Guardian spoke with Mr. ***** again on May 14, 2015 at which time Guardian reiterated the offer to accept a 25% reduction to the early termination fee. Mr. ***** inquired if the early termination fee could be reduced any further. Guardian’s representative promised to review Mr. *****’s request with a supervisor and contact him back with further information. Guardian received the subject complaint shortly thereafter.

In his complaint, Mr. ***** states he was misled by his Guardian sales representative who indicated Mr. ***** could cancel his Agreement at any time upon relocation. Please be assured that Mr. *****’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mr. *****. All sales agents receive comprehensive training regarding the Agreement and its term. In addition, all company employees are trained with respect to Agreement terms and the early termination fees that apply should a customer wish to cancel prior to the end of the initial term of their Agreement. Mr. *****’s sales agent has been an employee of Guardian for more than six (6) years and has an outstanding track record of excellent customer communication, relationship and support. Notwithstanding, Guardian apologizes to Mr. ***** for any confusion related to its relocation policy and early termination policy.

Upon receipt of your letter, Guardian made several attempts to contact Mr. ***** to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. ***** via telephone.

It is Guardian’s sincere desire to bring swift resolution to Mr. *****’s concerns in a manner that is fair and reasonable to both parties. To that end, in good faith, Guardian is willing to accept a drastically reduced early termination fee in the amount of $261.65 which would allow Guardian the opportunity to recover its costs only. Guardian believes this offer to be fair and reasonable and is hopeful Mr. ***** will concur. Guardian’s offer to accept $261.65 to cancel Mr. *****’s account is extended until close of business on June 19, 2015 after which it will be rescinded. Should Mr. ***** wish to accept this offer, I ask that he contact **** ****, Supervisor, at ###-###-####, ext. ******

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

Sincerely,

******** *****, Director
Account Management Department

6/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am 93 years old & I am now in a nursing facility and no longer need security services. I have talked to ***** on Monday 5/11/15 @ 4:00 P.M. and asked for services to be terminated. He would not do this stating that on Feb. 5, 2015 I signed an extended agreement for services that I hadn't used for years. If I signed anything at the time they were at my home repairing equipment it was only for the repair. I did not sign any agreement. A reputable company would allow services to be disconnected for a client that is no longer in the home and does not need the service. I paid them over $5,000.00 for unused services for 15 years.

Desired Settlement: Cancel my monthly service.

Business Response: May 20, 2015

RE: ***** *****, Complaint #********

Dear Ms. *****

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. *****’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.

Mr. ***** indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. *****’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. *****’s residence have been discontinued and Mr. ***** is under no further obligation to Guardian. Guardian apologizes to Mr. ***** for any confusion and would like to wish him all the best.

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

Sincerely,

**** ***** Manager
Customer Service Department

Business Response: May 20, 2015

RE: ***** *****, Complaint #********

Dear Ms. *****

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. *****’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.

Mr. ***** indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. *****’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. *****’s residence have been discontinued and Mr. ***** is under no further obligation to Guardian. Guardian apologizes to Mr. ***** for any confusion and would like to wish him all the best.

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

Sincerely,

**** ***** Manager
Customer Service Department

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Guardian Protection system for my new home on August 30, 2013. At that time, I was told I had a three year contract. In October 2014, I put my home on the market for sale. In an attempt to be proactive, I spoke with **** at Guardian to let him know my house was on the market and I will be living temporarily in an apartment. At that time, **** stated that would be no problem, just call back and let him know when I got a contract on my house. **** also said my account would be put on hold until my new home was built and I would purchase another Guardian security system and pick up services at that time. Fast forward to March 2015; I left several messages on ****'s extension and never received a call back. I asked to speak to a different representative in the relocation department and I spoke to ******* I let ****** know that there is a contract on my home with a May settlement date and to put my services on hold at that time. ****** said no problem, he would take care of it. On May 5, I received an email stating my account was being debited for the monthly Guardian monitoring fee. I immediately called and spoke with ****. **** informed me that my account would be credited for May and not charged until I called back to have a Guardian system installed in my new home. On May 8, I contacted Guardian once again and informed them that I had not been credited and I spoke with ***** who informed me that I should have signed an agreement for the six month hold on my account. I stated to ***** that out of the three Guardian representatives that I spoke with, none of them informed me of this. ***** became very rude and defensive of the fact that I was mis-informed, he said I have a five year contract and I need to listen to him, regardless of what anyone else previously stated incorrectly. I refused to be talked down to, so I abruptly ended the call. I called back later that day after closing on my house and spoke with **** who stated he was manager at Guardian's corporate office. I explained to **** all of the difficulty I'd been having and I wanted out after the way I had been treated. **** apologized and transferred me to ******** who stated my bill would be $1053 (including a 25% discount) for the remaining 39 months on the 60 month contract. I received a letter from ***** dated May 11, 2015 stating I would have to pay $1398 to be released from my contract. I feel as though their sales tactics are very deceiving, as I don't see where it states 60 months in my contract. Also, the Guardian equipment that I purchased conveyed with the sale of my previous home and the new tenants have activated service with Guardian. I really don't understand why Guardian gets to capitalize from me AND the purchasers of my home.

Desired Settlement: Since I was deceived about the terms of the contract, I would like that shown to me. I knew when I purchased the home that I was going to be there for less than three years, that is why I chose Guardian. Lastly, I would like to have the final payment adjusted to reflect the 25% discount I was offered as well as receive an additional credit for referring Guardian to the purchasers of my home through their activation of monitoring services. Thank you.

Business Response: June 1, 2015

RE: ***** ***** – Complaint ID #********

Dear Ms. *****

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. *****’ complaint. Guardian values the opportunity to provide response and facilitate resolution of her concerns.

For background, 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. ****s. Guardian was not present for any aspect of the sales transaction or system installation. 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 for Ms. ****s 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 security evaluations, sales processes, installation practices or any other aspects of *** ********’s business.

Guardian’s records indicate Ms. ****s executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on August 15, 2013 to engage 24-hour monitoring services. The initial term is designated in “Section E” as five (5) years. Ms. ****s acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “the initial term of this Agreement is five (5) years commencing on the day service begins…” Ms. ****s also executed the Agreement by affixing her signature at the bottom of the form.

On November 6, 2014 with forty-six (46) months remaining in the initial term of her Agreement, Ms. ****s informed Guardian that she was moving from the monitored premises. Ms. ****s expressed that she wished to keep monitoring services active until the home sold.

Guardian spoke with Ms. ****s on March 17, 2015 to inquire about the status of her relocation. Ms. ****s advised that the home had sold and she would be moving from the monitored premises on May 13, 2015. Ms. ****s also informed Guardian that she was in the process of building a new home which would not be completed for 5-6 months. Ms. ****s then inquired if her account could be placed in an inactive status pending completion of her new home. Guardian’s representative informed Ms. ****s that her account could be frozen for up to six (6) months. Ms. ****s expressed that she would contact Guardian closer to her moving date.

On May 8, 2015, Ms. ****s contacted Guardian to dispute receipt of a monthly billing statement. Guardian’s representative explained that the initial term of Ms. ****s’ Agreement had not yet been satisfied and, as such, billing of the account continued. Ms. ****s inquired why the billing of her account had not been frozen as previously discussed. Guardian’s representative explained that while they had discussed placing her account in an inactive status, Ms. ****s had indicated she wished to wait until closer to her moving date to make arrangements. Guardian’s representative offered to forward Ms. ****s the documentation necessary to place her account in an inactive status. Ms. ****s declined to have this paperwork forwarded and instead requested paperwork explaining the early termination fee. Guardian’s representative agreed to forward the documentation to Ms. ****s as requested and in good faith offered to accept a 25% reduction to the early termination fee designated by the terms of Ms. ****s’ Agreement. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian reached out to Ms. ****s to address her concerns directly. Guardian’s representative apologized to Ms. ****s for any misunderstanding related to freezing her account and the need for her written authorization prior to placing the account in an inactive status. Ms. ****s disputed that the initial term of her Agreement was sixty (60) months and stated her belief that it was a thirty-six (36) month term. Guardian’s representative emailed copy of the Agreement to Ms. ****s and explained where on the Agreement Ms. ****s could review the language pertaining to the initial term. Ms. ****s disputed the information provided to her, stating her sales representative did not inform her of the sixty (60) month term. Guardian’s representative apologized to Ms. ****s for any confusion, however as Guardian was not present during the sales consultation, Guardian must rely on the information found in her Agreement. Guardian’s representative also informed Ms. ****s that Guardian had contacted the new homeowner on May 7, 2015 to inquire if he was interested in activating monitoring services which would satisfy the remaining term of her Agreement. The new homeowner indicated he wished to obtain prices from other security providers before making a decision. Guardian’s representative reiterated the previous offer to accept a 25% reduction in the early termination fee to cancel Ms. ****s’ account. Ms. ****s accepted and Guardian forwarded a cancellation letter to Ms. ****s for her signature. Ms. ****s returned the form to Guardian on May 20, 2015. Guardian spoke with Ms. ****s on May 29, 2015 at which time she advised she would forward the early termination fee within the next several days. Please note that upon receipt of the full early termination fee amount from Ms. ****s, Guardian will cancel Ms. ****s’ account and she will be under no further obligation to Guardian.

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

Sincerely,

Kathleen Vinay, Director
Account Management 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 details of the recorded call are not properly reflected in the response letter to the Better Business Bureau.  Also, Guardian is not accepting responsibility for the sales representing their brand and their product and that is an issue for consumers.

***** *****

6/2/2015 Problems with Product/Service
5/29/2015 Advertising/Sales Issues
5/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Guardian Services on 21 Feb 2015 thinking that we lived in a neighbor hood that needed the protection according to the Sales Person ***** ****, but we learned very quickly that he deceived us into this service so we cancelled the contract in writing prior to midnight on the 24th of Feb 2015 as the contract called for. I did not know that the service was not cancelled until my account was charged for the monthly bill. I immediately called them and they indicated that they did not cancel the contract. I again informed them that I did not want the service and they disarmed my home and stopped the service. The still continue to bill me .. We do not have the alarm working. It has not for more than a month. They are trying to rip me off. Please help me I am a disabled vet who desperately needs your assistance

Desired Settlement: I want them to stop billing me for a service that I do not want and that I legally cancelled by ******** law and for a service that I have never utilize. We never once activated the alarm.

Business Response:

May 22, 2015

RE: ******* ****** ***** – Complaint ID #********

Dear Ms. ****:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. *****. Guardian is a customer-focused organization and values the opportunity to address any question or concern.

Mr. *****’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records in response to Mr. *****’s complaint and offers the following in response.

Our records indicate Mr. *****’s initial transaction with Guardian occurred on February 20, 2015 at which time Mr. ***** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as sixty (60) months. Mr. *****’s system was activated on March 7, 2015.

A Notice of Cancellation form was also provided at the time of sale which served to document that Mr. ***** received three (3) full business days to review and cancel his transaction with no further obligation.
Mr. ***** asserts that he submitted the Notice of Cancellation form to Guardian within the designated timeframe to cancel his transaction. Guardian conducted a thorough review of Mr. *****’s account including all telephone calls with Mr. *****. (Please note that due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Respectfully, Guardian could find no record of receiving the executed Notice of Cancellation form from Mr. ***** until receipt of the copy attached to his Better Business Bureau complaint. Additionally, a review of the telephone interactions with Mr. ***** found no record of Mr. ***** verbally informing Guardian that the form had been submitted for processing.

Guardian first became aware of Mr. *****’s desire to cancel his 24-hour monitoring services on April 6, 2015 at which time he contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. ***** that he remained within the 60-month initial term of his Agreement and that an early termination fee was required to cancel the account at the present time.

Guardian spoke with Mr. ***** again on April 9, 2015 and confirmed the early termination fee amount required to cancel Mr. *****’s transaction. In lieu of remitting the early termination fee, Mr. ***** informed Guardian that he wished to continue making monthly payments until the contract was fulfilled. Guardian received no further contact from Mr. ***** until receipt of the subject complaint.

Upon receipt of Mr. *****’s letter, Guardian contacted Mr. ***** directly to discuss his concerns. During that conversation, Guardian’s representative explained that an investment had been made in Mr. *****’s home to which Guardian had not been provided the opportunity to recover. Notwithstanding, in a good faith effort to bring swift resolution to Mr. *****’s concerns, Guardian offered to accept a drastically reduced early termination fee in the amount of $550 which would allow Guardian to recover costs only. Mr. ***** accepted Guardian’s proposal. Upon receipt of Mr. *****’s payment of the early termination fee, Guardian will cancel Mr. *****’s account and he will be released from all remaining obligation.

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

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.

I do not agree with the write up and the explanation.  I did send in the cancellation.  I have agreed to pay to settle this but this does not resolve my complaint against the company.  I want this logged in as a valid complaint against them

Regards,

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

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Guardian to provide monitoring services for an existing alarm system in a home that I purchased less than a year ago. Although we've only had the service for a few months, the alarm system is defective and keeps sending out treble signals and error messages. It has happened at least 8 times in the past 2 months. When I contacted Guardian about it they said they would send someone out to fix it, but I would have to pay them. After I said I didn't want the service any longer they said I either had to pay $900 or honor the rest of my monitoring contract, but they offered to send someone out to fix the system. They sent a technician out on April 8th, but we continue to have issues. In just the past week, it has sent out a treble signal twice. I would just like to terminate my service contract and not use the system as there is an obvious problem with it.

Desired Settlement: At this time, I would just like to be released from my contract without having to pay the early termination fee.

Business Response: May 1, 2015
RE: ******* ****** – Complaint ID #********
Dear Ms. ****:

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

Ms. ******’ letter expresses dissatisfaction with her security monitoring equipment and further disputes that onsite service visits to repair the equipment would be subject to billable rates. Ms. ****** has requested the cancellation of her account as a result.

Upon receipt of your letter, Guardian conducted a thorough review of Ms. ******’ account including the terms of her Sales and Monitoring Agreement (“Agreement”) dated December 3, 2014. A review of Ms. Ms. ******’ sales paperwork indicates that she declined to subscribe to Guardian’s Extended Repair Agreement under which all onsite service appointments would be conducted at a $25 co-pay in lieu of Guardian’s full standard service rates. Ms. ******’ decision was clearly identified in the “Special Conditions” section of her Agreement, “Customer has declined Extended Repair Agreement.” Accordingly, any onsite service appointments are subject to Guardian’s standard billable rates.

Notwithstanding the above, Guardian contacted Ms. ****** on April 17, 2015 and offered to schedule an onsite service appointment at no charge to her in a good faith effort to earn her satisfaction and resolve her concerns. Ms. ****** accepted and a service appointment was scheduled for April 22, 2015. During said service appointment, a technician rewired Ms. ******’ keypad and power cycled the system. Prior to departing the residence, the technician conducted a full test of Ms. ******’ system and confirmed receipt of all signals in Guardian’s central monitoring station.

Subsequent to the onsite service appointment, Guardian contacted Ms. ****** to confirm that all issues have been resolved to her satisfaction. Ms. ****** advised that she wished to wait several days to ensure the system did not continue to malfunction before expressing her satisfaction with Guardian’s efforts to resolve her complaint.

Please be assured that Guardian will continue to work closely with Ms. ****** to make certain all issues have been resolved to her satisfaction. 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

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.

Subsequent to the last repair, the system continues to go off from time to time. Another service visit was conducted today, but I am not confident the issue is resolved. Each time a technician comes out they say they fixed the problem only to have it happen again. I will wait another week or so and continue to call Guardian until they cancel the service or fix the problem. Please be advised that every time they come out, I have to leave the office early or go in late so it's an inconvenience for me as well as them.  

Regards,

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

Business Response: May 20, 2015
RE: ******* ****** – Complaint ID *********
Dear Ms. ****:

Thank you for forwarding Ms. ******’ additional concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Ms. ****** for any inconvenience.

Our records indicate onsite service was conducted on May 6, 2015 at no charge to Ms. ******. During the service appointment, Guardian’s technician installed a resistor to prevent the siren from pulling too much current. Subsequent to the service appointment, Ms. ****** has not reported any additional issues with the siren.

In the interim, Ms. ****** has informed Guardian that she will be moving from the monitored premises and has been in contact with Guardian’s Account Management Department with regard to the transfer of her monitoring services.

Again, Guardian apologizes to Ms. ****** for her recent negative experience. As a good faith gesture of apology, Guardian has applied a credit to Ms. ******’ account equal to two (2) months of monitoring fees.

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

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,

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

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother died on March 22, 2015. Her alarm went off accidentally a few days later as I was cleaning out the house. I called Guardian and asked them to terminate the service. They told me my mother had signed a non-cancellable 5-year contract. I feel it is unethical for Guardian to sell an ailing, 90-year old woman such a contract, as well as to expect her estate to pay for a service that is no longer needed. I am the executor of the estate. I told them I needed to deactivate the alarm, as I did not want it going off accidentally again while I was there and I was putting the house up for sale. They emailed me a letter of agreement, but it needed a password to view. When I clicked on the link to get the password, I got a non-functioning email form (it was blank, no email address). Going through this after my mother died was extremely stressful. They were the only company we had trouble with. Additionally, they charged her for another month of service on March 27, 2015. My lawyer suggested I complain through the BBB before she gets involved.

Desired Settlement: I want my mother's contract cancelled. I also want a refund for the March 27th billing.

Business Response: May 1, 2015

RE: ***** ******, Case #********

Dear Ms. ****:

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

Guardian extends sincerest condolences to Ms. ****** and her family for their recent loss. Based on Ms. ******’s request, Guardian has discontinued all 24-hour monitoring and related services at Ms. ******* ******’s residence located at ***** ** **** ******* *********** ** ****** Said cancellation became effective April 15, 2015. Additionally, Guardian has agreed to refund the monthly monitoring fees for March and April 2015 and has further agreed to release ******* ******’s estate from all further obligation. Ms. ****** has expressed her satisfaction with this resolution.

On behalf of Guardian, I would like to apologize to Ms. ****** for any inconvenience. Guardian takes great pride in delivering the finest security monitoring and related services available in the industry and values every opportunity to work with its customers to ensure they are consistently satisfied.

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

Sincerely,

****** ******, Credit Manager
Credit and Collections Department

5/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up for Guardian Protection services in 2013. Since that time I have been divorced and forced to sell the home we owned. I am now renting a small house and can no longer afford the Guardian services. I notified them at the time I moved that the services were to be discontinued. I was notified several times by the company with attempts to have my service switched but I can not afford the $500 I was quoted for new equipement at my new appartment as I am now a single mother living on 1 income. As humilitaing as my situation is I explained this three times on the phone with their representatives and 3 times I was told they would speak with their managers to see what they could do to help me, and was promised a call back. I never recieved a call back trying to resolve my situation only more calls trying to collect payment. I can barely make end meet let alone pay for service I do not have. I am willing to try to negotiate something but Guardian is totally unwilling to negotiate the terms of my contract, they just keep billing for services that are not being provided. Now they have turned me into a collection agency instead of calling me back as promised.

Desired Settlement: Resolution with the company cancellation of my contract due to a change in my life situation.

Business Response: April 29, 2015
RE: ****** *******, Case #********

Dear Ms. *****

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

For background, Ms. *******’ initial transaction with Guardian occurred on October 12, 2012 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as a period of thirty-six (36) months.

On September 16, 2014 with fourteen (14) months left in the initial term of her Agreement, Ms. ******* informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home located at **** ******** ****** ** ******* **. Guardian’s representative explained to Ms. ******* that Guardian could install a base package in her new home at no charge in exchange for a new sixty (60) month agreement, with five (5) additional contacts at a discounted price of $35/each (a total installation cost of $175.

Guardian contacted Ms. ******* on September 23, 2014 to follow up regarding relocation of her monitoring services. Ms. ******* explained that her family was in the midst of unpacking and settling into the new home, and further asked if Guardian could contact her later in the week to discuss her options.

As requested, Guardian reached out to Ms. ******* several times during the following week and reached Ms. ******* on October 8, 2014. During that conversation, Ms. ******* stated that the purchase of her home “fell through” and that she needed time to find a new residence. In a genuine effort to assist her, Guardian’s representative offered to place Ms. *******’ account in an inactive status for a period of three (3) months to allow her the opportunity to find a new home.

On February 3, 2015, Guardian spoke with Ms. ******* regarding the status of her account. At that time, Ms. ******* stated that her account had been cancelled as she had moved from the monitored premises. Guardian’s representative explained that nine (9) months remained in the initial term of Ms. *******’ Agreement. In an effort to assist Ms. ******* in fulfilling her obligation under the Agreement, Guardian’s representative reiterated the previous offer to transfer monitoring services to Ms. *******’ new home. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. ******* from her remaining obligation. Finally, Guardian’s representative explained that in order to cancel the account at the present time, an early termination fee is required. Ms. ******* stated that her husband had lost his job and disputed the information provided to her. Guardian received no further contact from Ms. ******* until receipt of the subject complaint.

Upon receipt of your letter, Guardian contacted Ms. ******* to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to simply cancel her account without further payment. In a good faith effort to bring swift resolution to this matter, Guardian offered to accept a 35% reduction to Ms. *******’ early termination fee in order to cancel her account immediately. Ms. ******* accepted Guardian’s proposal. As such, upon receipt of Ms. *******’s early termination fee and written confirmation of her cancellation request, Guardian will terminate her account and all obligation under the Agreement will cease.

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

Sincerely,

******** ****** Director
Account Management Department

5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: paying for a service that I can not use when I am not Home. I am very upset at this point and had more than 3 techs come out to my home I do not want to have this service anymore simply due to the fact that there are two many Issues that my family and I are having this early. I have had this service for less than a month. My wife was treated very rude on the phone when see needed help for a service this company provides. I will not have a company talk down to me or my family when we need help when we pay top dollar. We have tried to have an open mind with all the problems but We just cant take it anymore. I cant understand how a company tries to put a customer in harms way. Im done!

Desired Settlement: do not want this service going forward. I do not think any company should try to scare a customer when you cant keep a promise. I do have my attorney standing by If needed. Thanks

Business Response: Thank you for forwarding Mr. ********’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.

Mr. ******** has expressed discontent related to the camera system installed in his home. Immediately upon receipt of the complaint, Guardian contacted Mr. ******** to discuss his concerns directly. During that conversation, Mr. ******** informed Guardian that contractors working in his home had tripped electrical outlets which tied into the camera system, thus causing loss of power to the camera through no fault of Guardian or Guardian’s equipment. Mr. ******** has since restored power to the camera system and has informed Guardian that the equipment is functioning properly.

Mr. ******** also inquired about reducing his monthly monitoring rate. In good faith, Guardian offered to reduce Mr. ********’ rate to $52.95 per month. Mr. ******** has indicated his complete satisfaction with this resolution and further expressed that he no longer wishes to cancel his account. Guardian values Mr. ******** as a customer and is pleased to continue providing him with his security monitoring services.

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

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,

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

5/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: would not cancel service upon my request and now has my account in collections. The alarm system was installed on 10/4/2014. 10/06/2014 written request to cancel service and remove equipment was sent via mail and email, so I would have proof of date sent. Never heard anything back. A week or so later I forwarded the same signed request to the guy that installed the system. He said he would look into it. Still no word. I then got a bill to which I called and explained this was to be canceled on 10/6/2014. They said they would look into it and get back to me. This has gone on ever since. Now they say my account is in collection and nothing anyone can do about it unless I pay. " if you pay the balance we can then cancel the service and refund you your money" is what I was told today. Like I believe that. Can someone please help in pointing me in the correct direction? They now have a choke hold on my credit over this and I couldn't even set the home alarm if I wanted cause they never came back to fix the new defective parts they installed! They charged me $100 at the time of installation, which per there agreement was to be refunded when I canceled. I want account wiped clean and money refunded and credit fixed.

Desired Settlement: I am looking for my $100 refunded they can come remove equipment they installed and the account closed and my credit fixed.

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 ********** ******. 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.

Upon receipt of Mr. *******’s letter, Guardian contacted ********** ****** and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that prior to receipt of the subject complaint, ********** ****** had been in contact with Mr. *******, had removed the security equipment from his home, and authorized the cancellation of his account.

Based on the above information, Guardian believes this matter to have been fully resolved by ********** ****** prior to receipt of the subject complaint.

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

Sincerely,

**** ****, Manager
Customer Service Department

5/5/2015 Problems with Product/Service
4/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: misrepresented contract and did not stand behind how the contract was represented. We were told we would have fire protection on the contract they even put the fire department phone number on the contract to make it look like we had fire protection. Did not know until we got the certificate for home owners that we did not have fire. When we called about it they want more money.our home owners insurance went up for not having fire protection.They installed alarm with wrong code so it triggered at 2am when someone else's house was being tampered with.Alarm went off every half hour after that until we just completely shut it off. The company tried to charge a copay to come and fix there mistake had to argue to get the copay removed.then they acted like they did us a favor for wavying the copay. There copay was nothings for the panic we went thru that night. We set the alarm off one night accidentally and they came over the loud speaker my husband not thinking gave them the distress code (when you give this code they are automatically suppose to send the cops and not go any further) instead they tell him over the loud speaker that he gave the distress code snd was he sure that was the right code. When we called the next day all they said was "oh it was a new employee" there employees are always new and untrained. Found out our glass break sensors were cut and never hooked up when we were told they were good to go. POORLY WRITTEN CONTRACT that can be interrupted in many different way. Once we termed our contract early they are telling us we owe the remainder of the contract. But now they want to give us new equipment, fire protection everything we were suppose to have from the begining. But after 3 years of horrible service there is nothing they can do to keep us. While we are in the process of terminating the contract (going thru there hoops to terminate) we keep getting calls every night at 10:30 for false alarms which we have disconnected the alarm but the calls continue (even though we have talked to 3 different supervisor s that say have each said we will suspend the monitor until the termination can be completed but the calls continue. D

Desired Settlement: Guardian to accepted where they went wrong and offer a reasonable termination fee. To rewrite the contract where its is spelled out and not misrepresented. Train employees

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. **********.

For background, Ms. ********’ 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. **********. Guardian was not present during any aspect of the sales transaction or subsequent installation of Ms. **********’s system. 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.

Our records indicate that Mr. ******* ********** executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) on May 19, 2011. The initial term of the Agreement is designated as a period of sixty (60) months. Mr. and Mrs. **********’s system was installed and activated by *** on May 19, 2011.

Ms. **********’s letter to your office has requested that Guardian “offer a reasonable termination fee” in order to cancel her account. Upon receipt of Ms. **********’s complaint, Guardian reached out to her directly to discuss her concerns further. During that conversation, the parties were able to reach a mutually agreeable early termination fee amount. Guardian confirmed that upon receipt of the early termination fee, Ms. **********’s account will be cancelled and she will be released from all further obligation. Ms. ********** has expressed her satisfaction with this resolution.

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

Sincerely,

**** ****, Manager
Customer Service Department

4/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have not payee Guardian because I no longer use Guardian. The reason is I have moved from ******** *****(west coast) to **** ***** and unfortunately Guardian Is NOT in the area that I am now living.I used Guardian for 4 1/2 years when I lived in a gated community 24/7. I am NOT living in a gated community. I am very concern about my safety. I did not want to use a subcontractor that I never heard about.However in response to changes in my life I have had to change residencies to ******* which ,is an area Guardian does not support.I am a senior citizen, who lives alone ,in a NON gated community and should not be forced to use a services of a security company that I never heard about. Guardian has offered a subcontractor, and is stating that I am required to use the services of the subcontract, or pay a fee for breaking the contract. It is not written in the contract that I must use a service of the subcontractor should I relocated.For this reason I should not pay the fee .I have recently received a letter of final notice from Guardian threatening to hurt my credit should I not pay the fee on 30 days from the date of the letter .(March 23).

Desired Settlement: I do not want to pay the fee of $154.88 that Guardian require.My contract was with guardian and not with a subcontract.Since I moved I notify immediately and disconnect the service .So I do not owe them anything.

Business Response: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. *********’s complaint. Guardian welcomes the opportunity to provide response.

Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Ms. *********’s account. For background, Ms. *********’s initial transaction with Guardian occurred on March 2, 2010 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.

In May 2014, Ms. ********* informed Guardian that she was moving from the monitored premises. Guardian’s representative explained to Ms. ********* that she remained within the initial term of her Agreement and an early termination fee was required to cancel the account immediately. Guardian’s representative also provided additional options including the transfer of services to the new home or that the buyer/tenant of Ms. *********’s home could activate Guardian’s services which would satisfy her obligation. Guardian also offered to place Ms. *********’s account in an inactive status for a period of six (6) months to allow Ms. ********* time to complete construction of her new home. Ms. ********* accepted Guardian’s offer to freeze her account for a six (6) month period. As such, the account was placed in an inactive status from June 2014 – November 2014.

In December 2014, Guardian spoke with Ms. ********* to discuss relocation of monitoring services to her new home. During that conversation, Guardian offered to install a basic package in Ms. *********’s new home in exchange for payment of a $195 installation fee and execution of a new 36-month Agreement. Guardian also explained that installation would be completed by either a local subcontractor or a technician from Guardian’s ***** branch. Ms. ********* expressed dissatisfaction that a subcontractor may complete the install and disputed the necessity of executing a new 36-month Agreement. Ms. ********* expressed that she wished to explore other security providers and would contact Guardian back at a later time.

Ms. ********* informed Guardian in January 2015 that she was ready to move forward with installation. Shortly thereafter, Guardian informed Ms. ********* that the installation would be conducted by a local subcontractor. Ms. ********* expressed dissatisfaction that install could not be completed by a Guardian technician and requested to cancel her account. Guardian’s representative indicated an early termination fee was required to cancel the account at the present time and in a good faith effort to satisfy Ms. *********, Guardian offered to accept a 25% reduction to the early termination fee in the amount of $262. Ms. ********* declined to remit an early termination fee, stating the early termination fee did not apply to her as she vacated the monitored premises.

On March 16, 2015, Guardian received written correspondence from Ms. ********* advising that she had engaged an alternate security provider. Guardian made subsequent attempts to contact Ms. ********* to discuss the cancellation of her account. Guardian received no contact from Ms. ********* until receipt of the subject complaint.

Upon receipt of Ms. *********’s letter, Guardian contacted Ms. ********* to discuss her concerns directly. During that conversation, Guardian’s representative explained that Ms. *********’s Agreement provides Guardian the authorization to engage a subcontractor without prior consent. Notwithstanding, while Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. *********’s Agreement, in this instance Guardian will accommodate her request to cancel her account without further payment. The balance due on Ms. *********’s account has been waived and her account cancelled effective April 10, 2015. 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. ******

Sincerely,

******** *****, Director
Account Management Department

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a home through *** ***** and wanted to install a home security system. We were subsequently referred to Guardian. We met with the sales Rep with Guardian who mentioned the contract terms were flexible when asked. Forward 6 months and the service tech came to review the contract and explained it was for FIVE (5) MONTHS!! I was extremely upset and contacted Customer Service who mentioned I had no options other than to pay a $1.9k early termination fee. I told her this was completely unacceptable as their sales practices were very deceiving! The sales rep rushed through the contract and simply said sign on each 'x' and did NOT mention anything about a 5-yr term!

Desired Settlement: I demand a contract readjustment at the very least!! Guardian uses highly questionable sales tactics to get unsuspecting customers to sign, locking them into extremely long terms, much longer than any peer of theirs in the industry, claiming they need a 'return on their investment'. If they are signing customers to such long terms they need to be VERY explicit with this upfront so customers are fully aware of the terms.

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.

Upon receipt of Mr. *******’s complaint, Guardian conducted a thorough review of his account. Our records indicate Mr. *******’s initial transaction with Guardian occurred on September 29, 2014, at which time he executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as 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.

A “Notice of Cancellation” form, which bears Mr. *******’s signature, was also provided at the time of sale. This form serves to document that Mr. ******* received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term period. During that timeframe, Mr. ******* possessed the option to cancel his transaction with no further obligation. Mr. ******* did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

Upon receipt of the subject complaint, Guardian made several attempts to contact Mr. ******* to discuss his concerns directly. Unfortunately, Mr. ******* has declined to speak with Guardian.

Notwithstanding the above, in a good faith effort to bring swift resolution to this matter, Guardian will agree to reduce the initial term of Mr. *******’s Agreement from sixty (60) months to thirty-six (36) months. Guardian believes this offer to be fair and reasonable and is hopeful Mr. ******* will concur.

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

Sincerely,

**** ****, Manager
Customer Service Department

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been experiencing unaccepted service from Guardian Protection Services, which is BBB “A” Rated as per their website *********************************/. With companies that achieve this rating from BBB, I expect much better service and customer satisfactions which I didn’t experience. I have been a Guardian customer for over seven years. During this period, I would say the service is acceptable. When I decided to move from my current house to a new house, I was told that I have the option to get a new system installed, and add new 3 years contract to what I have today, or pay the monthly full price for the remaining period “about 25 months” without having any service!! I never heard such a thing. I expect when someone have a contract and decide to cancel to pay some penalty for the remaining period, but not the entire payment without having service. If I agree to pay the entire payment, this means that Guardian price their service with zero dollars because I am simply paying only for the equipment. Also, I wasn’t going to cancel the service without a good reason, but I was moving. Also Guardian didn’t offer any possible way to move my old system from to the new house in order to continue my contract, but instead I had to get a new system and have a longer contract. This was the first disappointment. After further discussion with Guardian, I agreed as I don’t have other choices to a five years contract to get what I need. Then the time came to schedule the system install in my house. Guardian doesn’t offer weekend or night installs which are not acceptable. I had to wait for almost one month to get my install done. I had to take a vacation day which cost me around $300. Then a ridiculous thing, after all, this that the technician engineer received the wrong Carbon Monoxide for the system panel I have. This meant that I have to wait for couple more weeks for a new Carbon Monoxide to arrive, and schedule a different time for it to be installed. This was the second disappointment. The old security system I had included two remotes which are basic, and the new system didn’t any remotes at all. When I called the Account Executive ***** **** on this regard, he said that he didn’t think I would need them, so he didn’t mention they aren’t included. ***** offered me one remote at $63.00 after 50% discount. This mean I will pay $126.00 for two remotes. After further discussions and frustration, ***** agreed to send me only one Remote with no cost. This was the third disappointment. Moving forward, I received a phone call from the technician engineer that he received the new Carbon Monoxide, and scheduled time to replace it for me. On the install day morning, I received another call from him that he received the same wrong Carbon Monoxide!! Another delay and the forth disappointment. Does this sound like an “A” BBB rated business? Does this present the highest customer satisfaction experience? I am very disappointed with this service, and errors that occurred while I am paying for the service that I am not having completely yet.

Desired Settlement: With this time waste, and the cost i am taking on to get this install complete, I expect few months of free service

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 extends its apology to Mr. **** for any inconvenience and confusion related to the Carbon Monoxide detector. Upon receipt of your letter, Guardian researched Mr. ****’s account and found that the service appointments referenced by Mr. **** were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. ****’s recent experiences are not reflective of Guardian’s high quality standards and expectations.

Upon receipt of the complaint, Guardian contacted Mr. **** to address his concerns directly. During that conversation, Guardian’s representative offered to apply a credit to Mr. ****’s account equal to seven (7) months of monitoring service in apology for any inconvenience.

Additionally, Guardian’s subcontractor returned to Mr. ****’s residence on April 2, 2015 at which time he replaced the Carbon Monoxide detector. Prior to departing the residence, the technician conducted a full test of Mr. ****’s system and confirmed receipt of all signals in Guardian’s central monitoring station.

Again, Guardian sincerely apologizes to Mr. **** for the issues he has experienced. 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 ###-###-####, ext. ******

Sincerely,

******** ****** Director
Account Management Department

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The problem started with my previous alarm system not able to make proper communication with the monitoring center. Guardian sent a technician to come and replaced the old system with a new one and told me it would cost me around $200 for the replacement unless I sign up a new contract to extend it for 18 additional months. I agree to sign up for the contract but the system randomly still run into communication issues afterwards. Sometimes I would stay on the phone for a long time to test the communication. Sometime it worked but it just delayed in sending the signal to the center. Currently my alarm system does not communicate with the center at all. I called in to Guardian and wanted to back out the contract due to improper equipment and they had explained that I used voice over ip (as a phone line for communication) and it is not compatible with that type of service. When the technician installed the new system, they never inform me that the replaced system does not work if I don't use the LAN line and I don't have the LAN line. I cannot afford to pay for the LAN line and would not be willing to sign to the new contract if they had informed me that the system would not work with my current voice-over-ip phone service. Guardian does not let me back out of the contract even though they knowingly installed a system that won't work with my current phone service.

Desired Settlement: I want to cancel my service with Guardian because I don't want to pay additional fees to upgrade to their wireless system since my current voice over ip does not work with their alarm system.

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

For background, Mr. ****** transacted with Guardian on September 7, 2007 for monitoring services at his new residence which was under construction at that time. Mr. ****** commemorated his decision by executing a Builder Division Sales and Monitoring Agreement with an initial term of 60 months. Mr. ******’s system was activated on February 7, 2008. 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.

In September 2013, Mr. ****** began experiencing communication issues from his system. At that time, Mr. ****** informed Guardian that he used a VOIP phone system. Guardian’s representative explained that not all VOIP systems are compatible with the security system and offered to schedule onsite service at a discount in an effort to evaluate the issue. Onsite service was conducted on October 1, 2013 at which time the technician replaced the security panel. While onsite, the technician noted that the panel was dialing out very slowly and informed Mr. ****** that this was caused by his VOIP phone service. The technician recommended a cellular communication unit to ensure proper communication, however Mr. ****** declined.

In an effort to assist Mr. ****** in offsetting the upfront cost of a new security panel, Guardian offered to cover up to $150 of the service visit in exchange for execution of a new 36-month Agreement. Mr. ****** accepted and executed the new Sales and Monitoring Agreement (“Agreement”) on October 7, 2013. Upon receipt of Mr. ******’s executed Agreement, Guardian placed a credit to the account in the amount of $150 as promised.

In February 2014, Mr. ****** began to experience communication issues with his security system. Guardian spoke with Mr. ****** who indicated that ******** had recently installed some equipment which may have affected the telephone lines. Mr. ****** also indicated he had recently moved the phones and altered the wiring. Guardian’s representative recommended that Mr. ****** install a cellular communication device however Mr. ****** declined and stated he would follow up with his phone service provider.

In September 2014, Mr. ****** informed Guardian that communication issues continued and that he had changed VOIP service to ***** **** approximately six (6) months prior. Guardian’s representative offered to test the system over the phone however Mr. ****** was not at home and stated he would call back to test.

On January 19, 2015, Mr. ****** asserted that Guardian had altered his security system in some way to cause the incompatibility between the system and the VOIP telephone service. Guardian’s representative assured Mr. ****** that Guardian had in no way altered his system and further stated that the ***** **** VOIP phone service has never been compatible. Guardian again recommended that a cellular communication device be installed to ensure proper communication from the system. Mr. ****** declined.

On March 17, 2015, Mr. ****** requested the cancellation of his account. Guardian’s representative explained to Mr. ****** that numerous offers had been presented to provide and install a cellular communication device at a discount in a genuine effort to assist Mr. ******. Unfortunately, Mr. ****** has declined all offers of assistance. In a final gesture of good faith, Guardian offered to place Mr. ******’s account in an inactive status to allow Mr. ****** the opportunity to find an alternative phone service provider. Mr. ****** declined and Guardian received the subject complaint shortly thereafter.

For background, the system purchased by Mr. ****** is designed to utilize the customer’s standard telephone line to transmit alarm signals. It is important to understand that while the ***** **** product may meet Mr. ******’s telephone needs perfectly, the services to which he originally engaged Guardian to provide were, at no time, based on ***** **** compatibility. In order to further assist Mr. ****** in understanding the incompatibility issue with the ***** **** telephone service, using a computer USB port brings inherent computer-related issues and downtime, such as computer malfunctions, computer viruses, computer speed, reboots, lock-ups, data corruption, port priority assignments, power outages or other such computer-related problems which will disrupt the transmission of alarm signals. These are a few of the reasons that particular service is not conducive to life-safety services whereby immediate police, fire and/or medical response may be needed 24 hours every day.

Unfortunately, Mr. ****** altered the telephone configuration at the site after the alarm system was installed and essentially removed the communication path utilized by the alarm system to transmit alarm signals. Respectfully, Guardian is not responsible for changes or modifications made by the customer at the site that disables the ability of the alarm system to transmit alarm signals. This was clearly a choice made by the customer, whereby Guardian had no control. Guardian remained willing to assist Mr. ****** in reactivating his security system; however, Mr. ****** declined all offers of assistance, disputing the cost associated with the additional equipment. Respectfully, it is unreasonable to expect Guardian to incur the expenses associated with the reconfiguration of Mr. ******’s system due to the changes made to the telephone system in the premises.

Upon receipt of the subject complaint, Guardian contacted Mr. ****** and discussed his concerns directly. As a result of that conversation, Guardian agreed to accept a drastically reduced early termination fee to cancel Mr. ******’s account. Upon receipt of the early termination fee, Mr. ******’s account will be cancelled and he will receive no further billing statements from Guardian. Mr. ****** has expressed his satisfaction with this resolution.

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

Sincerely,

**** ****, Manager
Customer Service Department

4/17/2015 Problems with Product/Service
4/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: With the purchase of my ** home, a Guardian Protection Services equipment system was included free of charge. Upon initially meeting with the Guardian sales representative, I expressed that I was unsure if I wanted to commit to a monitoring contract at the time. The sales representative drafted a monitoring contract, which I signed, stating the contract would be void until activation. It was explained to me that if I did not want to continue with the contract, I could decline activating the system upon move in to my home (6-13-15). Prior to move-in, I decided I did not want to proceed with monitoring activation. I contacted guardian at let them know this. At the same time, I scheduled a technician visit finalize the equipment installation which came with the house. I was very clear on the phone that I did not want the monitoring services activated. Upon the technicians visit, he was informed that the equipment installation needed to be finalized, and that he should not activate the security monitoring services. We we never given a "Guardian yard sign", as expected. A few months later, I received a visit from a door-to-door Guardian salesmen asking if we would like to learn more about a monitoring contract. I declined, stating I was not interested in security monitoring. Six months after move-in I received a bill in the mail from Guardian for a first payment of a monitoring services contract. At this time, I contacted a Guardian support representative, explaining that there was a mistake, and I did not want monitoring services. The representative claimed that when the original technician visited my home, our service was activated, thus enabling the monitoring contract. I was astounded by this, since I was very clear I did not want the monitoring contract activated. She explained that my only option was the pay a $2,300 cancellation fee, to cease monitoring. I feel like I have been taken advantage of and forced into a monitoring agreement that I do not want.

Desired Settlement: As originally requested when the equipment installation finalization was scheduled, I do not wish to be provided monitoring services, and request any outstanding bill amounts to be removed/corrected.

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 of his concerns.

For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. *****’s home builder. As such, Guardian met with Mr. ***** in February 2013 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. ***** decided to engage Guardian to install a monitored electronic security system in his new home. Mr. ***** acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 9, 2013, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. ***** also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”

Mr. ***** asserts in his letter that he was “forced” into a Monitoring Agreement that he did not want. Please be assured that Mr. *****’s sales consultant in no way coerced Mr. ***** into purchasing security equipment and/or executing the Agreement. Guardian merely presented low-voltage upgrade options from which Mr. ***** selected. After making those selections, which are memorialized in writing and acknowledged by Mr. *****, Mr. ***** had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with Guardian. Mr. ***** acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Mr. ***** and therefore proceeded to provide and install security equipment and activate 24-hour monitoring services. Mr. *****’s security system was activated on June 19, 2014.

On January 17, 2015, Mrs. ***** contacted Guardian to dispute receipt of a billing statement for monthly monitoring fees, further stating that the *****s had not agreed to engage monitoring services. Guardian’s representative explained that Mr. ***** executed an Agreement for an initial term of sixty (60) months with the first six (6) months of monitoring services to be provided at no charge. Guardian’s representative also explained that the recent billing statement reflected monthly monitoring fees which were now billable to the *****s.

Guardian spoke with Mrs. ***** again on January 19, 2015 at which time Mrs. ***** stated she was unaware the security system was being monitored. Guardian’s representative confirmed that the system had been activated on June 19, 2014 and that the *****s received the first six (6) months of services at no charge. In a genuine effort to assist Mrs. *****, Guardian’s representative offered to schedule a technician at no charge to demonstrate the use of the system to Mr. and Mrs. *****. Mrs. ***** declined to schedule an onsite demonstration. Guardian received the subject complaint shortly thereafter.

Upon receipt of the complaint, Guardian contacted Mr. ***** to discuss his concerns directly. While Guardian maintains its legal right to enforce the terms of the Agreement, in this instance and as a show of good faith Guardian agreed to accept Mr. *****’s cancellation request. Upon receipt of Mr. *****’s written authorization to cancel his account, the balance due on the account will be waived and the account will be terminated. Mr. ***** has expressed his complete satisfaction with this resolution.

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

Sincerely,
**** **** Manager
Customer Service Department

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had several issues with the service department of Guardian Protection Services. The latest issue all started on March 7th, 2016. I received a call at 4:00 am to let me know that I have a sensor issue on my house. This call was not a break in but just a low battery call. I was out of town at the time and I thought the call was a little early for a advisory call. When I returned on March 13th I called Guardian to schedule an appointment to have the batteries on all my sensors replaced. I have lived in my house for almost 5 years and was advised that that all the batteries might be getting low. The customer service representative also stated that my radio would need to be updated to a 4G since their provider is going to all 4G system. They could not tell me when this was going to happen, but advised I have mine done right away. I scheduled an appointment for both the batteries and the radio upgrade to be done on March 30th between 8:00 - 9:00 am (I was told I would be the first stop for the day). on Saturday the 28th I was called to be advised that the service request for the battery replacement was never submitted, so I would have to reschedule that and pay a second service call fee of $75.00. I spoke to a supervisor and finally was able to get a service technician that could do both my requests on Monday the 30th. I was told again that I was first call for that day, I took the day off on Monday to have the required services done to my alarm services. At 9:20 am there was still no service technician at my house. I called the service number for Guardian and after several inquires by the customer representative I was told that my technician was not coming at a later time. I asked why I had not been called, and they could not give me a reason. I explained that I had another appointment that day and could not be there later. The customer representative was being quite irritating, but then asked if I could have a neighbor come over to wait for the technician. At this point I became very irritated since I had a small window to get the work done, which I explained several times on the 13th, 28th and the 30th. I was told that I could reschedule an appointment, but my schedule would not allow me to do this for several months. I then asked when the service provider would be changing over to 4G, and they told me they had no idea. This mean that if the provider decides to turn off my current radio because it is not 4G, I will not have any alarm service for my house. I was told to get out of my contact it would cost me $1,472.77, but they would not tell me what that amount was for. I asked if I returned all the equipment in my house would I still be charged that amount, and they stated that they would not take back any equipment, At this point I feel that they have me over a barrel that is unfair and unacceptable. When I purchased my house the equipment was already installed and I had very little choice but to use their service. When I upgraded my radio in 2012 to be able to monitor my home with a tablet or laptop the representative told me that I needed to sign an 5 year contract. I asked him what the cost to get out of my contract and he stated that it would be minimal fee. I have read through my contract and there is no where on the form that gives a break down of any costs if you decide to end the contract prior to the expiration date. I have been with them 27 out of the 60 months of my contract. They are charging me more that any other company that is now available, and I feel they are trying to bully their customers into staying with them by stating that they are going to charge this fee if you break their contract. My husband and I have been self employed for well over 30 years and would never treat one of our customers like this. We have decided to leave this company even though they are going to charge us almost $1,500.00 to do so. I will not be bullied by a company that does not know how to treat their customers with respect.

Desired Settlement: I feel that since I have been with the company for 27 months that the fee should be adjusted for the time I have upheld the contract. I feel that I should have several options to break my contract with this company. I feel that either I should be able to return the equipment (which I am more that willing to do), and pay no fee. Or pay a partial fee for the service time of my contract. My calculations are: 1,500 / 60 = 25.00 25.00 x 23 (time left on my contract) = $575.00

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

Ms. ******’s letter expresses discontent regarding an onsite service visit scheduled for March 30, 2015. Guardian sincerely apologizes to Ms. ****** that the technician was unable to arrive for the appointment during the scheduled timeframe of 8:00am-9:00am. Guardian’s records indicate the technician did arrive at the residence at 10:17am however found no one to be at home. Guardian’s technician contacted Ms. ****** via telephone who stated she had cancelled the service appointment as she had to leave for another appointment outside the home.

Upon receipt of the subject complaint, Guardian contacted Ms. ****** and offered to reschedule the service appointment. Guardian also offered to lower Ms. ******’s monitoring rate after she expressed discontent with her monthly payment. Ms. ****** initially wished to consider the offer however subsequently declined to reschedule service and reiterated her request to cancel her account.

While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. ******’s agreement, in this instance and in good faith, Guardian will accept Ms. ******’s proposal to accept a drastically reduced termination fee to cancel Ms. ******’s account. Upon receipt of Ms. ******’s payment of the early termination fee, Guardian will cancel Ms. ******’s account and she will be released from all remaining obligation.

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

Sincerely,

**** ***** Manager
Customer Service Department

Consumer Response: After doing much research and many calls I feel that the company has taken advantage of me as a customer.  I would like to resolve this matter, but need time to figure out what is fair.  I have spent much time reviewing my contract, and found it confusing to say the least.  I have made an error to a prior statement of not finding a stated fee on my contract for early terminations.  I spoke with a representative on April 1st, to try to clarify the amount that they are saying I owe for early termination and he did not identify what the charges are for. 

I have spoke with several security companies that offer the services that I need, and found that they offer the same product for much less.  They also do not have cancellation fee for early termination.  Their contract terms are much shorter time period, and have very specific wording on the contract itself to make it more understandable.  

I did state that I was willing to make some sort of payment, but I have now spent so mush time and effort on this matter that I feel I should not have to pay anything.

Original day off work to have work done:
3 hours x $50.00 = $150.00

Phone calls made:
4 hours x $50.00 = $200.00

Full day off work on Wednesday 8th to have other companies discuss their product:
8 hours x $50.00 = $400.00

Time off work to get my system working and upgraded (the original reason that Gaurdian was supposed to make a service call to my house).
4 hours x $50.00 = $200.00

This totals  = $950.00 which to more that my original amount that I was willing to pay.

At this time I feel that Guardian should of handled the problem from the beginning, and not caused tha situation that I have had to deal with. 

Their monthly service fee that they were willing to drop $10.00 per month is still above the most expensive service by $12.00, and $25.00 above the least expensive service.

At this point I still need time to decide what I want to do, and possibly get another service for my home.  If I go with the company that I feel has better service and a lower monthly fee I will need time to get that in place.  I really do not want my home left with no security service. 

Sincerely;
****** ******
 

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my system installed with this company over three mouths and from day one it has been a problem, they have been out 3 different times to replace the cellphone back up and on 3/28/2015 when I got home that night from work my alarm was going off I had not got a call from the control center about my alarm going off, so I went into my home and disarmed my system and still no phone call from the security company, so I called them and the monitor center had not got an alarm from my home?? I told them that i wanted my system replaced with a ********* system because as they know that this system has been off and on since I bought this system. Well I took Thursday off from work 4/02/2015 for them to change my system out well again that did not happen they wanted to trouble shoot it again so I'm tired of this and I want my home system replace with the type of system that I want in my home, they say when it was tested to day they got the alarm and it does it works sometimes and sometimes it doesn't so I want a new system in my home

Desired Settlement: I want a new system In my Home one that is going to work all the time!!I do want the ********* system installed in my home at No Charge and take this ** no good for nothing alarm out of my home

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 his concerns.

Prior to receipt of your letter, Guardian had spoken with Mr. **** and scheduled onsite service to take place on April 9, 2015. The service appointment was conducted as scheduled at which time Guardian’s technician replaced Mr. ****’s ***** *** system with a ********* system at no charge to him. 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. Mr. **** has since expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Guardian values Mr. **** as a customer and appreciates the opportunity to serve his security needs.

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

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,

****** ****

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02/06/13 I signed a 3 year monitoring agreement with Guardian Protection Services (company). The agreement on its face shows only the monthly fee of $39.95 and $127.50 for additional equipment. Likewise, the "residential site survey" shows only the cost related to the additional equipment. When I originally signed the agreement, ******* ****** the salesman, told me that if I moved, the service could be transferred to my new address. Likewise, the agreement I signed states that with the consent of the company, which cannot be unreasonably withheld, the agreement can be transferred. On 02/14/15 I called the Account Management office and spoke with *********** ******** about transferring service because I had just moved. Mr. ******** was not able to complete the transfer. On 02/18/15 I spoke with ******* ****** in the same office and he informed me that I would need to send in a form to cancel the alarm monitoring at my old address, which I did. On 02/19/15 I again spoke with Mr. ****** and he informed me that my service could not be transferred and that I would have to sign a new contract. I informed him that I did not want to sign a new agreement but rather transfer my existing agreement. On 02/20/15, Mr. ******' manager, ****, spoke with me and agreed to transfer my existing agreement and told me that Mr. ****** would call me the next day, which he never did. After multiple weeks of phone calls and emails, and after the company trying to tack on extra fees not in the agreement I signed, and learning that I would not be reimbursed for the service that I did not receive from February 18th to the present, in an email dated 03/02/15 I asked Mr. ******** to cancel my service according to the terms of the agreement I signed. On 03/07/15, I spoke with **** another manager in the Account Management office and she informed that total amount needed to cancel my service was larger than what my agreement stated. When I informed her of the discrepancy she rudely told me that I was wrong and that she would call her lawyers. When I asked her about the fact that I was paying for services I was not receiving, she told me that I had to pay a fee and that the company did not have to provide me with any services. *** told me she would call me back after she had spoken with her lawyers, and I have not spoken to her since.

Desired Settlement: Guardian Protection Services is in material breach of the contract I signed for alarm monitoring service, therefore I would like a refund for the days I paid in February for alarm monitoring that I did not receive and for my obligation to pay any future fees to Guardian Protection Services be canceled so that I am free to seek services from a different vendor.

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.

Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Mr. ****’s account. For background, Mr. ****’s initial transaction with Guardian occurred on February 8, 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 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.

In February 2015 with twelve (12) months remaining in the initial term of his Agreement, Mr. **** advised Guardian that he was moving and wished to activate the existing security system in his new home. Guardian’s representative offered to take over the existing system, replace the keypad and replace the security panel at no cost to Mr. **** in exchange for a new 36-month Monitoring Agreement. Mr. **** stated he did not wish to execute a 36-month Agreement and requested that Guardian transfer the remaining 12 months in his initial term to the new home. Guardian’s representative explained that in order to activate services at the new residence, a new monitoring agreement is required to reflect the actual monitored site. Additionally, there is a cost associated with replacing the keypad and panel which can be offset by executing a new 36-month Agreement. In an effort to earn Mr. ****’s satisfaction, Guardian offered to activate the existing system for the twelve (12) months remaining in Mr. ****’s initial term at billable rates for installation and equipment. Mr. **** expressed interest in this offer and further requested pricing information for additional equipment.

Pursuant to Mr. ****’s request, Guardian offered to take over the existing system, install one (1) new keypad, one (1) new security panel, three (3) glass break sensors and one (1) cellular communication unit. Guardian presented three (3) options to Mr. ****, as follows:

1) 12-month Agreement + $195 relocation fee + $915 equipment = $1,110 installed.
2) 36-month Agreement + $195 relocation fee + $0 equipment = $195 installed.
3) 60-month Agreement + $0 relocation fee + $0 equipment = $0 installed.

Upon receipt of the above options, Mr. **** contacted Guardian and indicated he would execute a new 36-month Agreement however requested that Guardian waive the $195 installation fee. In good faith, Guardian agreed to accommodate Mr. ****’s request. Shortly thereafter, Mr. **** informed Guardian that he was no longer agreeable to adding time to his initial term nor did he wish to remit payment of the relocation fee and/or the costs associated with additional equipment. Mr. **** further requested to remit the early termination fee to cancel his account.

On March 5, 2015, Guardian’s supervisor contacted Mr. **** to review his concerns. During that conversation, Guardian’s supervisor explained the terms of the early termination fee as set forth in his Agreement and provided Mr. **** with the amount he would need to remit in order to cancel his account. Guardian’s supervisor also stated that it was Guardian’s desire to maintain Mr. **** as a customer and reiterated that the relocation offers presented to him were very generous. Mr. **** disputed the early termination amount provided to him and requested that his Agreement terms be reviewed by Guardian’s legal counsel. Guardian’s supervisor expressed she would relay Mr. ****’s concerns to the legal team and would contact him when she had received the attorney’s response. Guardian received the subject complaint shortly thereafter.

Mr. ****’s letter asserts that Guardian is “in material breach of contract.” With all due respect, Guardian finds this statement to be false. Guardian has at all times honored its obligation under the Agreement and respectfully expected Mr. **** to reciprocate by remitting timely monthly payments until the end of his initial term. Upon notification that Mr. **** was moving from the monitored premises, Guardian made every reasonable effort to assist Mr. **** in fulfilling his obligation under the Agreement by presenting several good faith relocation options. Unfortunately, Mr. **** rejected all offers of assistance.

While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. ****’s Agreement, in order to satisfy the complaint Guardian has agreed to accept Mr. ****’s request to cancel his account. Mr. ****’s account was terminated effective March 11, 2015. As such, Mr. **** will receive no further billing statements from Guardian. Guardian has also reviewed Mr. ****’s request for reimbursement and respectfully finds his request to be unwarranted at this time.

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

Sincerely,

******** *****, Director
Account Management Department

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/26/14 I signed an agreement with Guardian Protection to install an alarm system in my home. I did not receive any communication from Guardian about the install so I called Guardian on 1/15/15 and was advised it would be expedited to the supervisor and I should be contacted within a day or two for install. I did not receive any contact from Guardian Protection, so I again called on 1/21/15 and was advised the equipment was overnighted that day to the installer. The installer called a day or two later and scheduled the install for Saturday 1/24/15 at 8am and advised it would take 2-3 hours. The installer called at approximately 7:30am on 1/24/15 and advised he was two hours away and running late. We had plans for that afternoon and had to reschedule for the next Saturday 1/31/15 which was his next available time. On 1/31/15 the installer called and again advised he was running 1 1/2 hours late for his 9am appointment. He arrived at approximately 10:45 am. The installer was alone and in a small car (did not bring a ladder or step stool). I would have expected a team to install 25 sensors, 2 panels, smoke alarm and motion detector. We allowed the installer to use our ladder and step stool to install the contacts, smoke alarm and motion detector. The installer was unable to get the system working properly and advised it would still send messages but they would not be timely. He also did not have all the contacts required and did not have any extras. He left after 4pm and our system was not working properly and all the windows did not have sensors. That night the sensors began to fail and we had alarm going off in the middle of the night for several days. I spoke with technical support three times and finally was told how to completely turn off the system to stop the beeping in the middle of the night. However, at that point we began receiving automated phone calls at 10:43 pm every night to tell us the system was not functioning. I talked to several people at Guardian who advised our system was in test mode and should not be calling. The calls finally stopped after approximately 10 days. I spoke with **** ****, Guardian sales supervisor numerous times about all the problems. He said they would get the system up and running for us. However, as soon as I agreed to allow the installer to return, the phone calls resumed at 10:43 pm. The installer attempted to schedule appointments with us but only had availability on Saturdays. My husband confirmed with him today 3/4/15 that he is only a subcontractor and only works for Guardian on Saturdays. Now we are informed that no matter what the technical problem with our alarm, it will not be addressed except on Saturdays. There is no local Guardian service here. The installer does not have any extra Guardian equipment. He does not even have his own ladders or step stools to install the equipment. I requested my contract be cancelled and my installation deposit returned on 3/4/15 from **** ****. He advised that since the install began they are unable to cancel my contract. I have had no actual service performed, except a non-functioning alarm panel and non-functioning window and door sensors. Guardian is welcome to come back and pick up the equipment from our home. I do not feel that my family and our belongings can be safely monitored by Guardian Protection at my home due to the lack of service available, the equipment problems and the inability of the technical service to stop the nightly automated calls.

Desired Settlement: Cancel contract and refund deposit paid.

Business Response: Thank you for forwarding Ms. *****’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.

Guardian extends its apology to Ms. ***** for the delay in installing her security system and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. *****’s account and found that the service appointments referenced by Ms. ***** were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Ms. *****’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Ms. *****’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.

Subsequent to receipt of your letter, Guardian’s subcontractor did conduct onsite service at Ms. *****’s residence on March 7, 2015. Ms. ***** informed Guardian that she was pleased with the subcontractor’s technician. The installation of the system was completed however the technician was unable to achieve signal transmission and will need to return to Ms. *****’s residence to install an antenna. Guardian has delivered the equipment to the subcontractor who will be contacting Ms. ***** directly to schedule onsite service. Please be assured that Guardian will continue to work closely with Ms. ***** to ensure the system installation is completed to her full satisfaction.

Additionally, please note that Guardian will apply a credit to Ms. *****’s account equal to six (6) months of monitoring service after installation of her system has been completed. Guardian has also agreed to waive the $200 installation fee. Again, Guardian sincerely 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,

******** *****, Director
Account Management Department

4/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Here is my situation… I had a guardian alarm system put in my home when I built the house. I was promised by the sales rep that by signing the multiyear contract that I would be protected against false alarms of pet movement in my house. Since the system was installed I have had numerous alarms go off (false) police dispatched and technicians come to fix the sensitivity. After speaking to the highest level customer service manager in your company, I was told that you would give me 6 free window contacts since the system I have DOES NOT prevent false alarms with cats jumping on a table. I would need 20+ contacts to make this work not 6. They are not willing to do this. Another solution of yours was to put my cat in a room when I leave the house. Yes, that was actually your solution. So the summary is that your product does not work as promised and they are in breach of contract. I asked to get out of contract. I cannot. My only solution is to now get a lawyer or pay every month for an alarm system that does not work. I cannot use it since the alarm goes off every time I leave the house. Please help me get out of the contract. I am paying a monthly fee for something I can not use.

Desired Settlement: I want out of my contract without paying anything.

Business Response: April 8, 2015

BBB of Western Pennsylvania
Attn: ******** ****
*** ******* ****** ***** ***
*********** ** *****

RE: ******* ******* – Complaint ID #********

Dear *** ****:

Thank you for forwarding *** ********* complaint to Guardian Protection Services, Inc. (“Guardian”).

*** ******* expressed dissatisfaction in her letter regarding issues with the motion sensors in her home. Upon receipt of your letter, Guardian contacted *** ******* to discuss her 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 *** ********* request to cancel her account effective April 30, 2015. *** ******* has agreed to remit a final balance of $49.17 and has further expressed her satisfaction with this resolution.

Thank you for advising Guardian of the aforementioned complaint. Should you have any questions, please feel free to contact me directly at ***** ********.

Sincerely,

**** ****, Manager
Customer Service Department

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. 

Regards,

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

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had six months left on a 3-year contract with Guardian Protection Services. The company monitors my alarm system through a **** *****, which utilizes cellular towers to communicate instead of a land-line. The towers that the **** ***** run off of are through ****, and were upgraded to support 4G. Once updated, my **** ***** ceased to communicate with Guardian. I contacted Guardian customer service about the issue and their first resolution was to send a technician out ($75) to install a new upgraded **** ***** ($150+). The alarm system was installed when my house was built, so the **** ***** was free with my purchase. I contacted Guardian again a few weeks later to find out when my contract was matured; the customer service representative asked me to explain the issue again. Their resolution this time was to sign a new contract with them, and they would upgrade my system to the new interactive system and I would have to purchase a new **** *****. I declined their proposal and decided to let my contract mature. The company contacted me again a couple months later about upgrading my **** *****, in which I had to explain my situation again. Once more I was given the upgraded system proposal, in which I declined. It dawned on me that if my **** ***** was not communicating with Guardian, how are they monitoring my system? Since they weren't monitoring my system, why was I paying $42.85/mo for their monitoring services? After six months of no service from Guardian, I contacted customer service again to cancel their services. Once again I was given the option to upgrade my system and sign a new contract, but why would I continue to pay for their services when they weren't rendering them in the first place? If the company is known for monitoring security systems, why didn't they call me to let me know that they lost communication with my system? Because they aren't truly monitoring the system. They are waiting for the system to send them an alarm. This is poor business practice and I will never recommend them to anyone seeking those types of services.

Desired Settlement: Six months of monitoring services cost me $257.10. I would like a refund of this amount for services that weren't rendered.

Business Response: March 16, 2015

BBB of Western Pennsylvania
Attn: ******** ****
*** ******* ****** ***** *** *********** ** *****

RE: ****** ** ****** * ********* ** *********

Dear *** ****:

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 *** ******.

*** ******’s letter expresses discontent that his security system was not functioning properly and that he continued to remit payment for monthly monitoring fees during this time. As a result, *** ****** has requested reimbursement for six (6) months of monitoring services. Guardian has reviewed its records in response to *** ******’s concerns and offers the following information.

In November 2014, with just over three (3) months remaining in *** ******’s initial term, Guardian did not receive a regularly scheduled test signal from *** ******’s residence. Guardian assisted *** ****** in conducting a test of his system which confirmed that signals were not being properly transmitted to Guardian’s central monitoring station. Guardian’s representative reviewed *** ******’s account and informed him that his equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4G. Guardian’s representative offered to replace the device at no charge to *** ****** in exchange for a new 36-month agreement. Guardian’s representative also informed *** ****** that he would receive a 7” tablet at no charge in apology for the inconvenience. *** ****** declined the offer as he did not wish to extend his contract. In an effort to assist *** ****** in restoring communication from his system, Guardian’s representative then offered to replace the device at no charge in exchange for a $75 technician fee. *** ****** declined Guardian’s offer and expressed dissatisfaction with the $75 installation fee. *** ****** further stated that he wished to complete the initial term of his agreement and then cancel his account.

On January 13, 2015, *** ****** contacted Guardian and requested the cancellation of his monitoring services, citing dissatisfaction that he was remitting monthly monitoring fees while his system was not transmitting signals. Guardian’s representative reiterated the previous offer to upgrade the cellular radio at no charge in exchange for a new 36-month agreement. In addition, Guardian’s representative offered to lower *** ******’s monthly monitoring rate and to upgrade his system to interactive services. *** ****** stated he wished for time to consider the offer.

Guardian spoke with *** ****** on February 27, 2015 and inquired if he had considered the previous offer to upgrade his equipment. *** ****** expressed he did not wish to complete the upgrade and that he intended to cancel his account at the end of his initial term. *** ****** further expressed discontent that he would be required to remit a $75 installation fee to replace the device without executing a new agreement.

On March 11, 2015, *** ****** requested the cancellation of his account. Prior to processing cancellation, Guardian’s representative reviewed the previous offer to upgrade *** ******’s equipment to interactive services, provide and install a new cellular radio at no charge and lower his monthly monitoring fee in exchange for a new 36-month agreement. In good faith, Guardian’s representative also offered to provide *** ****** with six (6) months of monitoring service at no charge in apology for the inconvenience. *** ****** declined Guardian’s offer and requested to move forward with cancellation. Pursuant to his request, Guardian has processed *** ******’s account to be terminated effective March 31, 2015. Guardian received the subject complaint shortly thereafter.

Upon receipt of the complaint, Guardian reached out to *** ****** directly to provide explanation. During that conversation, Guardian’s representative reviewed with *** ****** the upgrade offer presented to *** ****** in November 2014. At that time, *** ****** declined to upgrade his equipment and informed Guardian that he wished to cancel his account when his initial term expired in a few months. Guardian’s representative explained that had *** ****** pursued cancellation of his account in November 2014, the terms of his agreement would have required an early termination fee in excess of $1,500. By continuing to remit monthly monitoring fees until the end of his initial term on February 28, 2015 (four payments of $42.85 = $171.40), *** ****** saved a significant amount of money. *** ****** expressed his understanding with Guardian’s explanation and further stated that he is happy with his decision to complete his initial term prior to cancelling his account.

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

Sincerely,

**** ****, Manager
Customer Service Department

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. 

Regards,

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

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/24/12, I signed a contract with Guardian Protection Services for installation of an alarm system for home protection. As all people who purchase alarm systems, they do so to deter intruders. For the following 3 years that I had the alarm system, I was under the impression that any intruder would set off a siren, therefore detering him from entering my home. On 1/24/15 I accidentally set off my alarm and was surprised that I did not hear a siren. It was this day, 3 years after installation, that I realized my siren was never activiated. On 1/28/15, I had a service call with Guardian for an unrelated issue and while the technician was in my home I requested he activate the siren. This has to be done by a Guardian technician and cannot be turned on and off my the homeowner. I feel this issue makes Guardian responsible for the losses I suffered from my 3/4/14 break in. On that day I was burglarized but had been under the impression the alarm had sounded. Had it done so, as it should have, I believe the intruder would not have entered my home and therefore I would not have sustained any losses. Guardian also failed to provide me with window stickers that are included in the Basic package. This package also promises a "built in alarm". Since my intruder entered the back door, he saw no signs of an alarm system, and no siren went off when he entered. The lack of a siren also falied to alert any neighbors who live in close proximity. My total losses that I claimed with my insurance company were $13,170. I only recieved $5332.06 from insurance due to having a jewlery limit clause as well as depreciation. I am seeking the difference from Guardian: $7837.94 I am seeking $1000 for emotional distress which includes meeting with a psychiatrist and receiving a prescription for PTSD related symtoms. As Guardian states on their website -"Houses with home security monitoring services are 3 times less likely to be burglarized" and "it's the only form of insurance that can prevent a burglary from occuring at all". Due to their failure to properly activate my system or provide my window stickers, they did not provide me with the appropriate protection. Guardian also has a user review on their website promoting their burglary protection stating - "The burglars tried to get in by busting the lock off the door and then ripping my Guardian keypad off the wall. But the burglars couldn't stop those Guardian sirens so they ran away".

Desired Settlement: I am seeking $8837.94 from Guardian as a result of losses I sustained from a burglary. I lost jewlery, perfume, and electronics. I also suffered emotional trauma and have since been experiencing PTSD related symptoms.

Business Response: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. *******’s complaint. Guardian values the opportunity to provide response and address her concerns.

Guardian regrets that a burglary event occurred at Ms. *******’s home. For clarification, on the day of the burglary event on March 4, 2014, Guardian received the alarm signals and responded appropriately and immediately as indicated below:

18:43:57 Guardian received an alarm signal from an activation of the back door contact.
18:43:58 Guardian received an alarm signal from an activation from the foyer motion sensor.
18:44:08 Within ten (10) seconds, Guardian called the premises telephone number to verify the condition. Ms. ******* answered and instructed Guardian to dispatch the authorities in response to the alarm signals received.
18:44:45 Guardian contacted the ****** **** * ****** County Police Department and notified the PD Operator of the alarm condition at Ms. *******’s home.

Within fifty-two (52) seconds of receiving the alarm, Guardian contacted Ms. ******* to verify the condition and dispatched the police pursuant to her instructions.

Ms. ******* expressed concern that the audible siren did not activate during the burglary and further states she believes the siren was not properly programmed at installation to audibly engage during an alarm. Guardian has reviewed its records and Ms. *******’s account in response to her concerns. Please note that Guardian’s standard procedure when installing a new system is to test the siren annunciation while testing communication with all zones. This protocol also applies to any and all subcontractors who install equipment on behalf of Guardian. Additionally, the security panel in Ms. *******’s home is delivered by the manufacture with the siren set to annunciate by default. In order to disable the audible siren, the system would need to be specifically programmed accordingly. Finally, it is important to understand that the configuration of the audible siren is controllable at the keypad by the customer, thus can easily be turned off by a user who elects to change system configurations. Respectfully, Guardian is unable to control circumstances whereby alterations made at the premises affect the operation of the system. Guardian urges customers to conduct a frequent test of their alarm system (at least monthly) to ensure proper signal transmission. Ms. *******’s Agreement with Guardian also highlights this aspect.

Again, Guardian sincerely regrets that Ms. ******* experienced an actual burglary event. Guardian recognizes that this is a serious event, however it should be understood that a security system in its design cannot prevent a forced or unauthorized entry; the security system is designed to detect unauthorized entry when the system is properly armed. Guardian’s review of the alarm incident revealed that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.

Upon receipt of the subject complaint, Guardian contacted Ms. ******* and reviewed the above information with her. Ms. ******* acknowledged her understanding of Guardian’s explanation of the event in question. Guardian also discussed with Ms. ******* her request for reimbursement for the losses sustained during the burglary. While Guardian explained to Ms. ******* that it could not accommodate her request for reimbursement, the parties were able to reach a mutually agreeable resolution to her request. I believe Ms. *******’s concerns have been fully resolved. Please be assured that Guardian will continue to work closely with Ms. ******* to ensure her continued satisfaction with 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

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a new battery from them for my home panel 4 months ago, and just recently started getting messages and phone calls of low battery. I also did not renew my contract with them and shortly after that is when the problem started. Notified customer service of the issue and the gentleman on the phone put in a request for a refund which just today March 10, 2015 called me and stated it was denied because I did not renew my contract. The customer service rep. advised me that the battery should last 1 to 3 years (which the last one I had lasted 3 years). It's been 4 months since I had this battery and ran all tests that they wanted me to. Just because I did not renew my contract does not mean that I have to pay for a defective battery.

Desired Settlement: I would like a refund for the defective battery that I purchased 4 months ago

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

Mr. ******** has requested a refund for the cost of a panel battery which he purchased in November 2014. Guardian has reviewed its records in response to Mr. ********’s request and offers the following.

On November 2, 2014, Mr. ******** requested a new panel battery for his system. Per his request, Guardian shipped a battery to Mr. ********’s residence. Mr. ******** received the battery and installed it on November 6, 2014. Guardian invoiced Mr. ******** the sum of $43.76 for the cost of the battery.

Mr. ******** contacted Guardian on January 28, 2015 and requested the cancellation of his account as he was no longer using the system. Mr. ********’s account was cancelled pursuant to his request effective February 20, 2015.

On February 26, 2015, Mr. ******** contacted Guardian and expressed dissatisfaction that he was receiving low panel battery notifications at the keypad. Mr. ******** requested a refund for the cost of the panel battery. Guardian’s representative offered to assist Mr. ******** with technical troubleshooting in an effort to assist him. Mr. ******** declined all offers for assistance and reiterated his request for a refund. Guardian’s representative expressed that he would need to review the request for reimbursement with a supervisor as Mr. ******** was no longer a monitored customer of Guardian.

On March 10, 2015, Guardian contacted Mr. ******** and informed him that his request for a refund could not be approved as the 90-day warranty for the panel battery had expired. Due to storms in Mr. ********’s area which had likely caused the battery to go low, Guardian’s representative offered to assist Mr. ******** by conducting a sensor test to ensure the battery was restored in the system. Guardian’s representative also offered to schedule onsite service at standard billable rates to repair and/or replace the battery. Mr. ******** declined all offers of assistance. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ******** to discuss his concerns directly. During that conversation, Guardian reiterated that the warranty on the panel battery had expired and thus he did not qualify for reimbursement. Notwithstanding, in order to satisfy Mr. ********, Guardian has agreed in good faith to provide the refund pursuant to his request. Mr. ******** will be receiving payment via check within the next several weeks.

Thank you for allowing Guardian the opportunity to address this matter. 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. 

Regards,

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

3/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I relocated to another state, which as part of the contract I was supposed to be able to transfer my service to my new home. I signed the relocation agreement, and heard nothing from them for weeks. I finally started calling in, and they were "working on it" and would call me back when they found a technician to install my new alarm system. Six weeks after signing my relocation contract, I started to call regularly, and was consistently promised a call back. As things escalated up the management chain, I was still met with empty promises of returned calls. Eventually, they were able to find an installer for my system. At this point, I'm nearly two months (which I have still been paying a monthly fee for a service I was not receiving) without an alarm system. I am told they can have an installer available Friday between noon and five. It's a holiday weekend, and I am not available. Outside of that, they are opening an office in three months when they can provide service. I tell them this is unacceptable for an alarm company to expect me to wait five months without any sort of security, and I am told that since the service cannot be provided (it will be 5 months from the time I signed the relocation), they would let me out of the contract. I found a new alarm company right away and signed up. However, I received a call stating that since a new office is opening in 90 days in my area, they would not let me out of my contact, and I would have to pay for the remaining 8 months, regardless if service is provided or not. Since this concerns my personal safety as well as the safety of my family and belongings, they said they would discount the termination fee, which at this point having already signed up for a new company I felt I had no choice.

Desired Settlement: I believe Guardian should have allowed me out of my contract due to the fact that I wanted to complete (in fact, extend) my current contract but they were unable to provide service. I did not voluntarily choose to terminate, but I cannot ignore the safety of myself and my family at my new home. A security alarm company should not be able to force clients to wait 5 months to protect their lives, and I believe I am owed the termination fee.

Business Response:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. ******’s complaint. Guardian values the opportunity to respond and assist in facilitating resolution.

While Mr. ******’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 ********** ******, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. 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.

As background, Guardian’s records indicate that Mr. ****** initially engaged ********** ******’s services on October 11, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. ******’s signature.

On October 25, 2014, Mr. ****** informed Guardian that he was moving from the monitored premises. Guardian informed Mr. ****** that his account could be placed in an inactive state for a period of three (3) months to allow him the opportunity to secure a new residence.

On December 22, 2014, Mr. ****** informed Guardian that he had purchased a new home and requested that monitoring services be transferred. Guardian immediately informed ********** ****** of Mr. ******’s desire to relocate services and requested that ********** ****** contact Mr. ****** directly to coordinate installation and activation of his new system. Unfortunately, ********** ****** does not have a local presence near Mr. ******’s new home and was unable to locate a subcontractor in the area who could install the new system on their behalf. Due to the unique situation, ********** ****** authorized Guardian to accept a 50% reduction of the early termination fee to allow Mr. ****** to cancel his account. Guardian presented the offer to Mr. ****** who accepted and remitted said payment on February 9, 2015. Guardian received the subject complaint immediately thereafter.

Guardian apologizes that the efforts made by ********** ****** to relocate Mr. ******’s monitoring services did not meet his expectations however please understand that Mr. ******’s relocation from the premises does not alter his legal obligations to ********** ****** pursuant to the terms of his Agreement. ********** ****** provided and installed expensive electronic security equipment at no charge to Mr. ****** with the expectation to recover that investment made over the 3-year term of the Agreement. Had Mr. ****** elected to cancel his account immediately upon relocation, an early termination fee would also have also been required at that time.

Because ********** ****** was unable to accommodate Mr. ******’s request to relocate services, ********** ****** in good faith offered to reduce Mr. ******’s early termination fee by 50% as a courtesy. Mr. ****** accepted the proposal and remitted payment accordingly. Therefore, based on the above information, ********** ****** finds Mr. ******’s request for reimbursement of the early termination fee unwarranted at this time.

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

Sincerely,

******** *****, Director
Account Management Department

3/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There are many issues even though I selected “Sales” on the drop down menu above. There is also service, contract, delivery and advertising, but I will say sales because that where it started with the snake oil salesman saying and telling anything to my wife to get the sale. After verbal agreement he changed it from 3 years to 5 years without telling us and tricking the signature (if he indeed got it). So this was a 3 year contract verbally and Guardian claims I signed for 5, though I never seen the contract and don't recall signing one. They may have got me on an e-signature situation where length of contract was hidden, but I honestly don’t remember signing an agreement. Further, we were sold an outdated system. The reason we chose Guardian is we had it in our old home (3yr contract). When we moved we chose Guardian again but this time it was a snake oil salesman and I was not there and he was able to fool my wife. (BBB should ask Guardian to determine how many complaints against this salesman and I would not be surprised if he moved on b/c of all his questionable ethics that Guardian accepted). The system was installed and was so bulky, awkward and out of date, no voice, no remote and none of the features or ability of previous system. After installation and during the course of the first 3 years I tried more than a few times to reach Guardian to complain about the system, the functionality and usage but calls were unanswered or sent to voicemails and no call backs - poorest customer service I have ever experienced. I also asked many times to see or receive a copy of the contract and have never received it. I do not have a copy and now wonder if Guardian can produce it indicating 5 years. What was the worst is in July 2014 our alarm went off. We had always completed and kept up to date the ******* County (where we live) Police Department Alarm System Registration Form in case of emergency. The very reason we have an alarm system was for emergencies. The alarm went off and Guardian didn’t call and the police never came. Fortunately everything was ok. Once we recovered we then had to determine why no one called or came. We found out. As known to snake-oil salesman, we had ****** (voice over IP) as our phone system. This means Guardian could not service us because they need a land line. This fact, vital and material, was not mentioned. That means Guardian could not and had not been protecting or monitoring our property as they claimed they would for over 3 years. Guardian had however gleefully accepted payments for the past 3 years from us when they knew they were not monitoring or protecting us. We had been taken for a ride, paying for a service that was never delivered or capable of being delivered. And if Guardian could or now can monitor over VOIP, why did they not? So in conclusion, even if Guardian can produce my signature on a 5 year contract (which I would like them to), the issue remains that they contracted to monitor our house, my family and protect us and they did not. They did not provide the service they promised. There is more to the sad story, but for the purposes of this complaint, I hope sufficient details have been given and that I hope you are able to have Guardian remove the injury to my good credit and have them refund us.

Desired Settlement: 1. Contact Credit Agency and remove negative history they reported. 2. Refund for 3 years of payments we made for non service. 3. Promise not to sell products and services to families you cannot and will not protect. 4. Mandatory ethics training to all current and future salespersons. Make sure they understand there are families they are playing with for that commission. 5. Withhold sales commission for 6 months after sale and keep sales person as point of contact for customer after installation to resolve issues for 6 months.

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 discontent related to his Agreement with Guardian related to his relocation which occurred in February 2011. Guardian has researched its records in response to Mr. *****’s letter and offers the following.

On February 14, 2011, Mrs. ***** informed Guardian that the parties had moved from the monitored premises and wished to relocate monitoring services to the new home. After lengthy discussion regarding the security needs at the new home, Guardian’s representative offered to provide a basic package at no charge in exchange for a new 60-month Agreement. Guardian’s representative also provided pricing information for security devices in addition to those included in the basic package. Ms. ***** accepted Guardian’s proposal. As such, Guardian prepared and mailed a new Agreement to Mr. and Mrs. ***** for review and signature.

Shortly thereafter, Guardian received the executed Sales and Monitoring Agreement (“Agreement”) dated February 14, 2011. The initial term of the Agreement is clearly designated in the “Special Conditions” section which states: “This is a 60 month initial term.” 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. A copy of the Agreement is attached hereto for your records. Please note, a review of Mr. *****’s account revealed no record of him requesting a copy of the Agreement prior to receipt of the subject complaint.

Pursuant to the terms of the Agreement, Guardian scheduled a technician to install the new security monitoring devices on May 24, 2011. Upon arrival, the technician found that the telephone service utilized by Mr. and Mrs. ***** was not compatible with the security system. The technician relayed this information to Mr. ***** and indicated that a cellular transmitting device could be installed which would allow the security system to transmit signals without the use of a telephone line. Mr. ***** stated he would contact ****** and request that the phone jack be activated. Guardian’s technician continued with installation of the selected security monitoring equipment and stated he would return to activate the system once Mr. ***** had secured a compatible telephone line.

On May 26, 2011, Mrs. ***** contacted Guardian to express dissatisfaction with the size of the contacts installed and with the keypad which did not “talk.” Mrs. ***** further stated she had desired a key fob which she did not receive. Guardian’s representative reviewed the account and explained to Mrs. ***** that Guardian had no previous knowledge of her desire for a talking keypad or a key fob. In a genuine effort to satisfy Mrs. *****’s concerns, Guardian’s representative offered to upgrade the keypad and provided pricing information for the new device. Guardian’s representative also offered to provide and program a key fob at no charge to the *****s. Guardian’s representative inquired if the *****s had secured a compatible telephone line. Mrs. ***** stated she would contact ****** to activate the phone jack. Guardian’s representative reiterated the previous offer to install a cellular transmitting device. Mrs. ***** indicated she would contact Guardian when the parties were prepared to activate services.

Guardian spoke with Mrs. ***** on August 4, 2011 at which time she requested that the system be removed and replaced with a different system. Guardian’s representative informed Mrs. ***** that Guardian could accommodate her request however could not do so at no charge. Mrs. ***** also informed Guardian that they had been unable to activate the telephone lines in the home. Guardian’s representative reiterated the offer to install a cellular transmitting device. Guardian’s representative informed Mrs. ***** that he would research the cost involved with replacing the system and providing a cellular unit and would contact her with that information.

Guardian subsequently made numerous attempts to reach the *****s regarding their request for a replacement system. Guardian did speak with Mr. ***** on October 20, 2011 at which time Mr. ***** requested the cancellation of his account. Guardian’s representative explained to Mr. ***** that he remained responsible for the initial term of the Agreement as Guardian had already provided and installed security monitoring equipment. Guardian’s representative urged Mr. ***** to schedule activation of the monitoring equipment so that he could take full advantage of the system.

On July 8, 2013, Mrs. ***** contacted Guardian and reiterated her request to replace the current security system. Mrs. ***** expressed discontent that the current system was not compatible with the ****** phone service. Guardian’s representative offered to replace the keypad and install a cellular unit at a 20% discount of the normal price. Mrs. ***** indicated she would discuss Guardian’s offer with Mr. ***** and call back.

Guardian received no further contact from the *****s until July 10, 2014 at which time Mr. ***** requested the cancellation of his account. Guardian’s representative explained that the *****s were ineligible to cancel the account at the present time without remitting an early termination fee. The call was abruptly terminated and Guardian received no further contact from the *****s until receipt of the subject complaint.

Mr. *****’s letter expresses discontent that Guardian did not respond to an alarm event in July 2014 and further states Guardian “had not been protecting or monitoring our property as they claimed they would for over 3 years.” With all due respect, Guardian finds Mr. *****’s assertions to be both misleading and blatantly false. Mr. and Mrs. ***** were keenly aware that their security system was not activated at the time of installation as it was not compatible with their telephone service, thus their system could not transmit signals to Guardian. Guardian made numerous offers to provide and install a cellular transmitting device which would eliminate the need for a telephone line, however Mr. and Mrs. ***** declined all offers for a cellular unit. Mr. and Mrs. ***** also declined to secure an alternate phone service which was compatible with their security system.

Mr. *****’s Agreement with Guardian clearly outlines the customer’s responsibility to provide a working telephone line. Section B of the Agreement states, “If the Company cannot connect the System to the telephone lines, then the Customer must contact the telephone company, which will install and bill the Customer directly for any telephone lines and equipment.”

Additionally, Section 10 states: “Customer understands that: (a) the System communicates with the monitoring facility over one or more transmission systems, such as POTS (plain old telephone systems), VOIP, DSL, broadband, cellular, radio, internet, etc…. (c) these transmission systems may not always be reliable or available… (e) for an additional fee, Customer may obtain further protection for the Premises, including alternate communication services. CUSTOMER UNDERSTANDS THAT COMPANY AND/OR ANY THIRD PARTY MONITORING PROVIDER ENGAGED BY COMPANY WILL NOT RECEIVE SIGNALS FROM THE SYSTEM IF CUSTOMER’S TRANSMISSION SYSTEM IS NOT WORKING PROPERLY.”

In summary, Mr. and Mrs. ***** were acutely aware that the system was not compatible with their ****** phone service and was not communicating at any time. Mr. and Mrs. ***** declined to secure alternate telephone service and declined all offers made by Guardian to provide and install a cellular transmitting device. Based on the above information, Guardian finds Mr. *****’s request for reimbursement unwarranted at this time. Guardian has at all times honored its obligation under the Agreement and respectfully expected Mr. ***** to reciprocate. Guardian provided and installed expensive electronic security equipment at no charge to Mr. ***** with the expectation to recover that investment made over the 60-month term of the Agreement. Mr. ***** agreed to these terms by executing the attached Agreement.

Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. *****’s Agreement, in order to bring swift resolution to this matter Guardian will accommodate Mr. *****’s request to cancel his account without further payment. Guardian has removed Mr. *****’s account from the third-party agency and he will receive no further billing statements from Guardian.

Thank you for the opportunity to respond to Mr. *****’s letter and to further clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. ****** 

Sincerely,

****** ******, Credit Manager
Credit & Collections Department

2/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have had this security system for about 5 years with the fire, police, and medic button on which I was told all worked. While I was on contract for 3 years, I kept paying monthly payments 32.99 up to November 2014. I found out my medic button did not work. They sent a man from ********* to fix it. He said he fixed it . He had the buttons checked on the system and I had fire and two police button since the beginning and no medic access. I told them I would not pay another bill until it was fixed or I will take it out.They sent a guy Jan23 2015 to fix it. He said I had a ********* system and the office deals with ** products and alarm did not go off in the office when I hit it in my home. My mom died in my house 2011.This panic button was just fixed Jan 23 2015.They called today and said I have to sign a contract to get 60 months for 18.99Isaid I will not sign anymore contracts with them. They lied to me so I told **** to take it out . He said I had to give them 30 days notice and he would bill me to Feb 20 2015. This is January 2015 and I told them in November 2014 I will not pay any more for services I never had. I do not want to keep it and told them that. They continue to say they will fix it and keep billing me. I want a refund for the services that I paid for all this time and didn't recieve and have the system removed.

Desired Settlement: 5 years at 32.99 a month for services I did not have. Also gave notice in November and not going to pay for 30 days notice now that they fixed it

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 ******** *****, 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. *****’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 Security Force 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. ******** ***** is a respected firm and has agreed to cancel Ms. *****’s account and discontinue 24-hour monitoring and related services. Ms. *****’s monitoring services will be terminated effective February 28, 2015. Additionally, the balance due on Ms. *****’s account has been waived and she will receive no further billing statements.

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

Sincerely,

**** ***** Manager
Customer Service Department

2/24/2015 Problems with Product/Service | Complaint Details Unavailable
2/19/2015 Billing/Collection Issues
2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been made POA over my Mother who has been placed in a nursing home, I have been trying to protect her financial assets, she has a ACH Payment coming out of her account to Guardian Protection, the women has demintia and can't tell me anything about her situation much less anything about this system that was in the house, she is no longer living in the house and I just want this canceled before anymore money comes out of her account. I am trying to save what I can to pay for her medical and nursing home bills, she does not have access to her mail anymore and I have had to forward her mail to me, I am in another city. They were asking me for phone numbers and passwords that this woman can not tell me, I am going through a mountain of paperwork now. They want to mail me a password that I can only hope will get to me, mean time they are charging her for a service she no longer needs. Her name is; *** ***** **** ********* *** ********* ** was her address, she will now be residing in a memory care unit in ********** **. She has no clue what is going on around her.

Desired Settlement: I just wat the payment stopped without any further funds coming out of her account.

Business Response: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. *******’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.

Mr. ******* indicates in his complaint that he wishes to cancel the account of his mother, Ms. *** *****, as she no longer resides at the monitored premises. Our records indicate Mr. ******* contacted Guardian on February 12, 2015 to make such request. Unfortunately, when Mr. ******* made the cancellation request he was unable to provide Ms. *****’s security password and therefore no changes were made to the account. In a genuine effort to assist Mr. *******, Guardian’s representative offered to mail a copy of the password to the monitored premises. Additionally, Guardian’s representative informed Mr. ******* that a copy of the Power of Attorney for Ms. ***** was required before Guardian could process his cancellation request. Guardian received the subject complaint shortly thereafter.

Guardian understands Mr. *******’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Ms. *****.

Upon receipt of your letter, Guardian contacted Mr. ******* to discuss this matter directly. Pursuant to that conversation, Mr. ******* provided Guardian with a copy of the Power of Attorney for Ms. *****. As such, Guardian has agreed to process the cancellation of Ms. *****’s account effective February 16, 2015. The balance due on Ms. *****’s account will be waived and she will be released from all further obligation. Mr. ******* has expressed his complete satisfaction with this resolution.

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

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. 
****** called me from Guardian; he was very polite and professional and resolved this in no time. I do appreciate the company getting
to me and helping me get this done. This has been a very stressful time and when I made the initial call I was knee deep in a rough
situation with my mom’s case. I probably should have waited when I was calmer. ****** found a way through that frustration and I am grateful.

Regards,

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

2/17/2015 Problems with Product/Service | Complaint Details Unavailable
2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 14th, 2015 at 06:25 a.m., my home security alarm sounded. I ensured my son was in a safe location, retrieved my firearm and proceeded to check my home. The Guardian representative came over the intercom system, but the communication was garble and barely intelligible. I requested to know which sensor set off the alarm, I could not understand his response, he requested my password, which I provided, he terminated the conversation. I had not yet sweept my house to ensure it was safe, and he just hung up. I had no idea if the authorities were on their way, if Guardian would call me back, and I was scared. My son was scared to death too. Guardian had called my cell phone during all of this, and I had missed the call. I called them back, they clarified which sensor set off the alarm, I asked if they had notified the authorities, which they had not and we ended the call.I called customer customer service to ask if this was the appropriate protocal. Because I had disarmed the alarm at the panel, after comm was disconnected, after I missed 2 calls from the service department, they considered this an all clear and disregarded the alarm. While trying to determine the series of events, I requested a status of my contract. 2 representative lied to me 3 times regarding the term of my contract, stating 5 years, rather the the actual 3 year obligation.

Desired Settlement: 1. Internal review of the transcript from 14 January 2015. Was protocal followed? Corrective action plan. Inform customer of the results, in writing.2. Equipment review is underway. Provide customer, in writing, the results of the equipment review, root cause and failure and corrective action.3. Review communications with customer service and customer on 14, 15, and 23 January. Was protocal followed? Contract clarification POC? Where are CS reps getting contract info? Lessons learned?

Business Response: Re: **** ******** - Complaint #******** 

Dear Ms. ****:

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 dissatisfaction related to Guardian’s response to a burglary alarm signal received from her home. Guardian has conducted a thorough analysis of the event in question and offers the following information.

On January 14, 2015 at 6:28:03am, Guardian received an alarm from Ms. ********’s residence indicating an activation of Zone 4, the Kitchen Glass Break sensor. Less than one second later at 6:28:04am, Guardian contacted Ms. ********’s premises through her Voice Link intercom system in an attempt to verify the condition pursuant to industry protocol and FARA (False Alarm Reduction Association) standards. A female voice responded through the Voice Link intercom system however the communication was unclear and Guardian’s operator was unable confirm the status of the alarm condition. As such, Guardian disconnected from the Voice Link intercom system and dialed Ms. ******** at her designated telephone number for the premises at 6:29:04am. Guardian was unable to reach Ms. ******** or a designated contact at this telephone number and a voicemail message was left. Guardian then dialed Ms. ******** at the second number designated by Ms. ******** as an emergency contact. While Guardian’s operator was dialing this number, a signal was received at 6:30:03 which indicated the alarm had been cancelled by a designated user at the keypad by entering the disarm code. Because the disable signal had been received prior to dispatch of the authorities, Guardian cleared the event and no further action was taken. The entire sequence above took place within two (2) minutes of receiving the initial burglary alarm signal.

Upon receipt of Ms. ********’s complaint, Guardian’s Central Station Manager conducted a thorough analysis of Ms. ********’s account, including Guardian’s response to the alarm event in question and the corresponding Voice Link and telephone interactions during the event. (Please note, due to the nature of Guardian’s business all customer telephone calls and interactions are recorded.) After thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms. ********’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type.

A review the Voice Link interaction revealed that Guardian’s operator made initial contact with Ms. ********’s residence and inquired if everything was ok. A female voice responded to the operator’s inquiry, however the only word which was clearly understood was, “ya.” Guardian’s operator did not consider this response as confirmation that the event was a false alarm as the remainder of the communication was unclear. The Voice Link conversation was ended after several attempts to communicate were unsuccessful. Guardian’s operator then attempted to reach Ms. ******** at the premises telephone number and a voicemail message was left. While Guardian’s operator was attempting to contact Ms. ********’s at an alternate telephone number, the signal was received which indicated the alarm had been cancelled at the keypad. As a result, the alarm was cleared with no further action.

Upon receipt of the complaint, Guardian reached out to Ms. ******** to discuss her concerns directly. During that conversation, Guardian explained alarm response protocol and the findings of the Central Station Manager. After discussing the procedures, Ms. ******** expressed that she has a better understanding of the situation and will adjust the way she disarms and handles alarm situations to ensure she is connected accordingly with a central station operator over the Voice Link system. Ms. ******** also indicated she will no longer disarm the system during an alarm event until she has cleared the home for safety. Guardian’s representative apologized for any confusion related to the alarm response. Guardian’s representative also indicated the procedure can be amended on Ms. ********’s account to dispatch the proper authorities any time Guardian is unable to confirm a password regardless of receipt of any cancel signals from the keypad.

Guardian also reviewed with Ms. ******** the connectivity issues with the Voice Link intercom system. Guardian confirmed that onsite service had been conducted on January 23, 2015 to inspect and repair Ms. ********’s Voice Link connection. Said service was conducted at no charge to Ms. ********. During said appointment, Guardian’s technician moved the Voice Link antenna to achieve better reception and testing confirmed all transmissions to be clear.

Finally, Guardian reviewed with Ms. ******** the initial term of her Agreement and confirmed it to be thirty-six (36) months. Ms. ******** expressed frustration that several Guardian agents had provided her with conflicting information related to the length of the initial term. Guardian’s representative apologized to Ms. ******** for any confusion and expressed that Guardian would utilize this situation as an opportunity to coach agents to avoid such mistakes in the future. Ms. ******** expressed her gratitude for the opportunity to review the situation and her appreciation that Guardian is addressing these matters internally.

Again, Guardian sincerely apologizes to Ms. ******** for any confusion or inconvenience. Guardian values Ms. ******** as a customer and is appreciative of the opportunity to regain her trust in the services we provide.

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

Sincerely,

**** ****, Manager
Customer Service Department

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with GPS and agreed on all of the equipment that was to be installed. On the day of installation, their tech showed up and began installing equipment. He advised me that I should get smoke detectors as an add on. I explained I didnt want them, told him why I didnt want them etc and explained that I was busy with the three other contractors that were there working. He kept insisting and pushing and explained that after certain rebates they would be free, so I old him fine do it. I signed some papaers for him as he was leaving and didnt read over them. The smoke detectors were not free, there were no rebates and I was informed later, they were 200.00 each. I told the company that I was pressured into it, I didnt want them, please come get them and they refused. They kept going off and after a few weeks, i called again and told them not to monitor them becasue they kept calling the fire dept to our house. I have tried for months to work with the company and they refuse. Recently I had a technical problem with my system and called and was told that they could not help me until I paid the 400 for the smoke detectors, even though I pay my monitoring bill ontime every month. This month they sent me a notice in writing that they would no longer respond to any security alerts from my house until the 400.00 was paid. I called again and asked to be released from the contract and they said yes for 750 plus the 400 for the monitors. I feel like I was pressured and deceived into getting the smoke detectors and now the company refuses to work with me.

Desired Settlement: I want them to come get the smoke detectors and refund the 400.00 that I just paid them so that if there was an emergency at my house, they would take the call instead of letting someone murder or rob me because I didnt give them the money for the smoke detectors.

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. ***** has expressed dissatisfaction with costs associated with smoke detectors installed by Guardian. Guardian has reviewed Ms. *****’s account in response to her concern. Our records indicate Ms. ***** executed a Residential Addendum on June 13, 2014 authorizing the installation of two (2) smoke detectors at a cost of $165/each. Guardian has also reviewed its paperwork in relation to Ms. *****’s belief that the smoke detectors were to be provided at no charge. Respectfully, Guardian can find no documentation evidencing any such promises. Guardian apologizes to Ms. ***** for any confusion.

Upon receipt of your letter, Guardian contacted Ms. ***** to discuss her concerns directly. During that conversation, Ms. ***** agreed to return the smoke detectors to Guardian’s office via mail. Upon receipt of the smoke detectors, Guardian will apply a credit to Ms. *****’s account. Ms. ***** has expressed her satisfaction with this resolution.

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

2/17/2015 Problems with Product/Service
2/10/2015 Problems with Product/Service | Complaint Details Unavailable
2/6/2015 Problems with Product/Service | Complaint Details Unavailable
2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a year ago I signed a contract with Guardian Protection Services. At the time I knew I would be moving soon, and I asked the representative if I was going to be able to transfer the same service to the new home and his response was YES. Today I contacted them to transfer the service and the representative told me I had to signed up for a new 3 year contract in order to transfer the service. She never appologized for the misleaded information. My husband contacted them a couple hours later and he was told he had to sign up for a new 4 year contract and that it would only cover the alarm panel and the doors; excluding all the windows. My contract now includes all the windows and doors and the said the most they can do is give me a discount of $35 per window.I am very unhappy with the service and I let them know that and they never even appologized. All I want is for them to follow through with the original agreement. In other word, I want to transfer the same service to my new home which includes all windows, doors, and alarm panel without having to sign another contranct.

Desired Settlement: All I want is for them to follow through with the original agreement. In other word, I want to transfer the same service to my new home which includes all windows, doors, and alarm panel without having to sign another contranct.

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

For background, our records indicate 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 any aspect of the sales transaction. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by ************. 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. *******’s initial sales transaction with ************ occurred on November 9, 2013 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 designated as thirty-six (36) months. Pursuant to the transaction and Agreement terms, Ms. *******’s system was installed and 24-hour monitoring services activated by ************ on November 9, 2013.

On January 8, 2015 with twenty-two (22) months left in the initial term of her Agreement, Ms. ******* informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home. Guardian’s representative explained to Ms. ******* that Guardian could install a base package in her new home for an installation fee of $100 in exchange for a new thirty-six (36) month agreement, or at no charge in exchange for a new forty-eight (48) month agreement. Ms. ******* disputed the requirement to execute a new agreement and stated she wished to install a new system at no cost for the remaining time in her initial term. Guardian’s representative explained that Guardian had not been provided the opportunity to recoup the investment made in her previous home and was therefore unable to provide and install additional security equipment at no charge. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. ******* from her remaining obligation. Ms. ******* indicated that the tenants had elected to activate services through an alternate security provider and inquired about cancelling the account. Guardian’s representative provided Ms. ******* with the early termination fee information at her request. Ms. ******* wished to discuss the options with her husband and contact Guardian with a decision.

Shortly thereafter, Mr. ******* contacted Guardian and inquired if he could remove the equipment from the former home and self-install the equipment in the new residence. Guardian’s representative explained that removing the equipment would void any warranty and as such Guardian does not recommend such actions. Guardian’s representative reiterated the offers made to Ms. ******* to install a new base package for an installation fee of $100 in exchange for a new thirty-six (36) month agreement or at no charge in exchange for a new forty-eight (48) month agreement. Guardian’s representative also provided pricing information for any additional devices Mr. and Ms. ******* may wish to purchase. Mr. ******* declined the offers presented to him and requested the equivalent of his current system be installed in his new home without the requirement of a new contract. Guardian’s representative respectfully explained that Guardian is unable to comply with Mr. *******’s request. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Ms. ******* to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to offer another system at no charge for only the twenty-two (22) months remaining in her Agreement term. Guardian’s representative further explained that Ms. *******’s previous system, which consisted of three (3) door contacts, eleven (11) window contacts and one (1) motion sensor, was provided for a $99 installation fee because Guardian expected to receive thirty-six (36) monthly payments of $47.99. As Ms. ******* has only remitted fourteen (14) payments to date, Guardian has not recouped that investment.

Guardian’s representative also explained to Ms. ******* that the terms of her Agreement do not provide that Guardian will transfer services at no charge and without a new agreement however Guardian offers a relocation program in a genuine effort to assist customers in fulfilling their obligations under the Agreement. Ms. ******* reiterated the request to remove and self-install the equipment from her former residence. Guardian’s representative explained that doing so would void the warranty until the devices are tested back in after installation. Ms. ******* then requested that Guardian remove the equipment on her behalf, however Guardian’s representative explained that is not a service we provide.

Ms. ******* requested five (5) window contacts in addition to the equipment provided in the base package. Guardian’s representative provided a discounted price of $35/per contact. Should Ms. ******* wish to remove the previous equipment, Guardian’s representative offered to schedule a technician to install the equipment at the new home for a $495 installation fee in exchange for a new twenty-two (22) month agreement (the remaining term of her current Agreement.) Alternatively, Guardian will install the previous equipment for a $100 installation fee in exchange for a new thirty-six (36) month Agreement. Should Ms. ******* wish to cancel her account prior to the end of the initial term, Guardian offered to accept a discounted early termination fee in the amount of $791.80 (originally $1,055.78). Ms. ******* expressed that she wished to consider the offers and would contact Guardian at a later date.

Guardian believes the above offers 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 February 16, 2015 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 me directly at ###-###-####, ext. *****.

Sincerely,

******** *****, Director
Account Management Department

2/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I deposited an entry to win a **** **** lawn mower at a local mall. Shortly thereafter, I received several calls offering a free monitoring system with installation and no hidden cost, or obligation because I had not won the mower. In addition this system was presented as lowering the cost of home owners insurance. At no time was a three year contract for monitoring mentioned. When the technician came to install the system, I was not at home. I work two counties away. When I came home my husband had been told by the installation technician after the installation was finished there was a non-optional three year agreement that had to be signed before he could leave. My husband is disabled from the military and has PTSD. He stated that he felt a confrontation was eminent and signed my name to the contract per the technicians instructions. We tried to honor the contract but were financially unable to. I have had six conversations with the company requesting the service be discontinued but have been unable to get cooperation from them. They call several times a day while I am at work despite me telling them that I can only speak with them after 630 pm. I will happily return the system and have stated so to them. Their response is "sorry there was a contract signed". I feel that they used unscrupulous methods. I want only to be free of them and do not feel that I owe them for a service obtained in such a manner. My husband does not do well under those conditions. They do not have my signature. Please help.

Desired Settlement: Contract terminated with no fee and monthly payments erased.

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 this matter.

While Ms. *******’ 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. 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, *** *******’ 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. *******’ complaint, Guardian contacted ******** ***** and provided a copy of same in an attempt to facilitate resolution. ******** ***** is a respected firm and has agreed to cancel Ms. *******’ account and discontinue 24-hour monitoring and related services. Please note, upon cancellation Guardian will no longer respond to any signals from Ms. *******’ system. Additionally, the balance due on Ms. *******’ account will be waived and she will receive no further billing statements from Guardian.

In order to finalize the cancellation of her account, I ask that Ms. ******* contact me at the telephone number listed below at her earliest convenience.

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

Sincerely,

****** *****, Supervisor
Customer Service Department

1/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First lets start with how this came to my attention. In Jan of 2014 I registered for a contest at a local mall for a chance to win a free **** *****. A few days later i received a phone call saying i had won a free security system through some company i can not remember the name of. I listened to what the sales man had to say (****). Sounded to good to be true but I agreed to have them come out to my house. When the Installer came out Early Feb he was telling me about the the product and services, i had begun to become worried of this. I told the installer that maybe i didn't need the services and he had called the sales rep i had talked to earlier. i had told **** that i didn't want to have this service. He responded by offering all of this other services. Sweetening the pot so to say. i had told him that if i didn't like the service i was stuck with it no matter what. he began to offer more for the same price and finally got me to agree by saying that if i didn't like the service i could cancel the service within the first six months. I had finally agreed to have it installed. the first month or two we used it no problems. As the time passed my wife felt like a prisoner in our house. so we decided to cancel it in May. When i called to cancel the office let me know that i was under contract. I let the lady on the line know what the sale rep had told me. She had spent some time searching her records and said she couldn't find any record of it. She said she would set up an inquire. A few days later she called me back but could not find any thing about this. i told her i would not pay any more. I canceled that credit card and started receiving bills and collection call. i have told those collection agents that i was told i had a six months to cancel and i had canceled in early May and pd Mays. they all said that they would place this in the records and goodbye. every time they called they called after that they had nothing about the six months. I am just tired of the harassment******** *********

Desired Settlement: I want my contract canceled, the remaining balance to stop from back to May because i had paid Feb, Mar, Apr, and May, and most of all i want he harassing phone calls to stop.

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. **********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. 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 Security Force 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 Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above.

Additionally, please note that Security Force 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 Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business.

Our records indicate that Mr. **********s original transaction with Security Force occurred on January 27, 2014 at which time Mr. ********* executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force in order to engage monitoring services. The initial term of the Agreement was for a period of thirty-six (36) months.

Upon receipt of the complaint, Guardian reviewed Mr. **********s account and his Security Force documentation. Guardian then contacted Mr. ********* to provide explanation in an attempt to address his concerns. During that conversation, Guardian’s representative explained the paperwork on file with Guardian, which included Mr. **********s Security Force Agreement which bears his initials beside the term of thirty-six (36) months and also bears his signature. At the time of sale with Security Force, Mr. ********* was also provided with three (3) full business days to review his transaction and related paperwork to contemplate the decision to engage monitoring services. During that timeframe, Mr. ********* possessed the option to cancel his transaction with no further obligation. Mr. ********* did not cancel the transaction and Security Force proceeded to fulfill its obligations as set forth in the Agreement.

Mr. ********* reiterated that his Security Force sales representative promised the account could be cancelled at any time within the first six (6) months without penalty. Guardian’s representative reviewed the account and all corresponding paperwork and could find no indication of any such promises. As such, Guardian immediately contacted Security Force and provided a copy of Mr. **********s complaint in an attempt to facilitate resolution. Upon learning of Mr. **********s concerns, Security Force reviewed its paperwork and also could find no reference to any promise that the account could be cancelled without penalty during the first six (6) months.

Because Guardian is contracted by Security Force to provide 24-hour security monitoring for Mr. **********s account, Guardian does not possess the authority to terminate Mr. **********s Agreement with Security Force as he has requested. Guardian has advised Security Force of Mr. **********s complaint and his desire to cancel his Agreement with their firm. Security Force is a highly respected firm and has agreed to accept a drastically reduced early termination fee in the amount of $597.84 (a 50% reduction) to cancel Mr. **********s account and remaining obligation.

The above offer presented to Mr. ********* by Guardian is the same offer to which Security Force has authorized Guardian to extend. Guardian believes this offer to be fair and reasonable and is hopeful Mr. ********* will concur. This offer is made available to Mr. ********* until close of business on February 9, 2015 after which it will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in servicing customers of Security Force. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at (866) 352-6734.

Sincerely,

**** ****, Manager
Customer Service Department

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently contacted Guardian to have a camera installed. They scheduled a date and said they would upgrade our whole system including a new keypad. When the workers came to install the camera they told us that we have the newest keypad which is a push button pad we had installed approximately 6 or 7 years ago. Throughout the day, after the camera installation, we kept logging on to the app they had us install to view the camera scenes. We then noticed that the camera has about a 5 second delay. We called Guardian and explained the problem. They told us it is NOT supposed to have a delay and that they would send someone out to fix it. They picked a date and time which did not work for us so they said they would call back. (we explained to them that the mornings/afternoons work best for us) A week later, a representative called and gave another date which was also inconvenient for us. She, too, said she would call back. Approximately another 5 or 6 days went past and I decided to call to see what the problem was. I spoke to a representative and again, explained my concerns of the camera not working correctly and how they kept blowing us off. The representative then told me that he/she would look into it and call me back right away that evening for sure with a solution. It has been approximately two weeks and I have not heard from a Guardian representative. In the several years we have had Guardian we have not had an issue. This, to me, is extremely unprofessional and is a concern that they do not genuinely care about their customers which says a lot being that they are a security company.

Desired Settlement: I would like to have my camera fixed. It has been over a month now that we are paying for this camera that is completely worthless. I also feel that I should not be charged the camera fees that are being applied to my monthly bill for a product that is not working.

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 appointments. Upon receipt of your letter, Guardian contacted Ms. ***** to discuss her concerns directly. As a result, Guardian scheduled an onsite service appointment to inspect and repair Ms. *****’s camera. Said service appointment was conducted on December 31, 2014 at no charge to Ms. *****. During the service appointment, Guardian’s technician inspected the camera and determined the delays in video were related to the internet service provider. In order to eliminate the delay in video, Guardian’s technician recommended that the router be replaced. The technician did not have the proper router with him and informed Ms. ***** that a return appointment would need to be scheduled to install the router. While onsite, Ms. ***** expressed concern related to the limited view of the camera due to its current placement. The technician inspected the camera and determined the camera could be relocated during the return service appointment in order to achieve better visibility.

Guardian has scheduled a return service appointment to take place on January 16, 2015. During said appointment, Guardian’s technician will relocate the camera pursuant to Ms. *****’s recent request and will replace the current router at no charge to Ms. *****. In the interim, Guardian has applied a credit to Ms. *****’s account equal to 1 ½ months of monitoring service. Guardian values Ms. ***** as a customer and will continue to work closely with her to regain her trust and satisfaction 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

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,

*** *****

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone has been bypassing the alarm system and entering my house for the last 2 years.I have some robbery issues and breakage issues too.I called on numerous times to try to rectify this problem.Finally I decided I wanted out of the contract cause I wasn't feeling safe.I was urged by ********** to try a camera and I agreed which also increased the contract time.This wasn't a camera--it turned out to be a image sensor which from day one caused me more stress than ever.it worked and didn't work.I had numerous techs out trying to figure the problem.Finally someone changed this sensor into a something that causes the alarm to go off when someone passes by it--which wasn't the case before--there were 3 false alrms which entailed the cops--not good.I complained many times that as they by passed the alarm so they would the image sensor--which occurred.I had the sensor removed then asking for an out door camera--which I had thought I was getting initially.I was told that I had to pay $20.00/mo for the camera and $20.00/mo for a repair contract.I can hardly pay the regular monthly charge now--not $40.00 added on.There was a tech out here who told me that there was a hardwired camera added to my system that Guardian had no idea of. I do not know what kind of crap is going on here but your customer service manager--a gentleman--is rude and has no people skills.I am a disabled senior.

Desired Settlement: I want out of my contract as dealing with guardian is so time consuming and stressful.I cannot keep repeating myself to all your people and the quality of service is dreadful.How could you expect me to sign a contract with a no repair clause-with the poor record of your equipment?I am a prisoner in my own home --I actually had packed my things to move until ***** talked me into getting a camera which turned out to be a great big dud.

Business Response: Thank you for forwarding Ms. *******’s complaint to Guardian Protection Services, Inc. (“Guardian”).

Ms. ******* expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. ******* to address her 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 Ms. *******’s request to cancel her account without further payment. Ms. *******’s 24-hour monitoring services were terminated effective January 8, 2015. Additionally, Guardian has agreed to issue a refund to Ms. ******* in the amount of $16.53. Ms. ******* has expressed her satisfaction with this resolution.

Thank you for advising Guardian of Ms. *******’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. 

Regards,

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

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Date Installed 04/25/2011. Customer # ******* , Although I signed a contract for 60 months/5-years (which I've been told is illegal), I have had nothing but trouble with the system since installed. Now they tell me my phones line is the problem and want me to set up with cell which I declined, they continue to collect $42.99/month even though the system doesn't monitor back east. Have contacted their office several times, to no avail. Therefore, I would like to get out of this contract without hurting my credit and I notice several complaints regarding this company. Thank you for your attention to this matter.

Desired Settlement: Cease payment for services (not provided anyway) immediately without penalty!!!

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 *** Security, LLC (“***”). 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 April 25, 2011 to engage monitoring services. The initial term is designated as sixty (60) months. Mr. *******’s letter asserts that the 60-month term is illegal in the state of California. Respectfully, this statement is false. Both Guardian and *** operate their businesses in compliance with all local, state and Federal laws.

Mr. *******’s letter expresses discontent that his security system is not functioning properly. Upon receipt of Mr. *******’s complaint, Guardian reviewed its records and found that Mr. *******’s security system had been disconnected by his phone service provider while onsite making phone repairs. Upon being notified of the issue, Guardian dispatched a technician to Mr. *******’s home at which time it was discovered that his phone service (VOIP) was not compatible with his security system as his internet service did not provide enough bandwidth to support his phone system and the security system. The technician recommended a cellular transmitting device in order to achieve communication between his security system and Guardian. Mr. ******* declined to install a cellular transmitting device at that time.

Guardian subsequently spoke with Mr. ******* on several occasions and made numerous offers to provide a cellular transmitting device at a discount in a genuine effort to assist Mr. *******. Mr. ******* declined all offers of assistance presented by Guardian.

Guardian understands Mr. *******’s frustration; unfortunately it would appear the issue lies with Mr. *******’s telephone service which is outside of Guardian’s control. Notwithstanding, it is Guardian’s sincere desire to resolve this matter to Mr. *******’s complete satisfaction. To that end, 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 January 9, 2015 without further payment. Mr. ******* has expressed his satisfaction with this resolution.

Thank you for allowing Guardian the opportunity to address this matter for Mr. *******. 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,

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

1/5/2015 Billing/Collection Issues | Complaint Details Unavailable
1/5/2015 Problems with Product/Service
1/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The installation is not the subject of this review, but the service that followed. I am writing you as a member because I just learned Guardian Services is a company that carries your excellent service recognition. Excellent service is not what I am currently receiving. I have sought help from ******** in Account Services, but cannot get a return phone call.When our home was purchased in ****** **** in 1999, my husband (******* *********), bought a security system from Guardian. It was installed and monitoring services were provided and paid for on a monthly basis. Once the initial contractual agreement was fulfilled, the services were maintained without a new contract. In January of 2013, my husband died. I contacted Guardian to advise of his death. After providing proof of the death, the account was then changed to my name, ***** *******. I kept the service and continued making monthly payments as required. August 2014, I sold my home and relocated to ******* to be closer to family. When I called Guardian to request service disconnection, I was advised I was under a new contract and had approximately 18 months more to pay. I have continued to pay, but it is a hardship. The company's response to this matter seems most unfair and without compassion. My husband and I were loyal customers and never defaulted on payments. While grieving his loss, I was simply being responsible in notifying him of the death. The representative I spoke with never advised that transferring the name on the account would initiate a new contract. Had I been aware, I would have never changed the name, as I had already embarked on plans to sell our home. While I recognize this is business and not personal, I was hoping they would treat it personally and make an exception, extending some grace in light of my most unfortunate circumstances. To date, I have struggled to make payments for services I don't receive. I don't know the new owners of my previous home and I have no need of a transfer of the service here. I cannot get the representative in account services to return my calls regarding this matter. Perhaps you cannot act as a mediator, but I wanted ******* **** to be aware of this very callous behavior and lack of professionalism and compassion by Guardian Protection Services. I would never use their services again nor recommend them.

Desired Settlement: Cancel the existing contract forcing payment for services, I don't use.

Business Response:

January 2, 2015

Re: ***** ******* - Complaint #********

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

Guardian extends sincerest condolences to Ms. ******* for the loss of her husband and apologizes for any confusion related to the transfer of services into her name. Based on Ms. *******’s request, Guardian will discontinue all 24-hour monitoring and related services at her former residence located at **** ********* ***** in ****** ****. The balance due on the account will be waived and no further billing statements shall be received from Guardian.

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

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,

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

1/2/2015 Problems with Product/Service
12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since the begging i had issues with these company, I dint know the way these company where grabbing new clients, till I got a orange notice in my main door claiming that the parcel was not able to deliver a special package for me and that i need it to call the number________ i though that it might be legitimate since the house was just purchased and i was waiting for documentation from HOA.I call the number and the person who answered tell me that in fact they were trying to deliver a coupon package but they where able to send it to me by email, then she mention that if i would like to schedule a appointment with a Alarm system adviser that he could look at my system, make it work, and upgraded for me if I need it to. I tell here "if your person comes here, do what ever he needs to, and spec me to pay for installation equipment or upgrade and initial fee, listen I don't want you to lose my time nor your technician or sells representative" she agree and mention to me that if i don't like the deal I don't have any compromises the tech will shake my hand and leave.The tech shows up and did an estimate, as I figured out he did what he need to and at the end he wanted to me to pay for a system of almost 400 dlls I told him what i told the lady, he told me that was because there was no way to upgrade my old system then i tell him well that not what they tell me by the phone but it ok you can leave now. He try to intimidate me and tell me that all cal where recorded, I say "fine bring it on" he call an after the call WOW my system was candidate to upgrade LOL funny ah? well after some struggling with the installer they fix what they need to during the next 3 month till my system started to work properly, I did send the order to cancel during the period i could do it and they call me back lower my bill from 50 to 34 but oh they didn't figure out that they dint make the change on my account so they did charge me the $50 for 2 months now they are charging me late fees each month how come? its auto on cc

Desired Settlement: Just Cancel My Serviceand is not only because the pay, is because ALL they pain i had added to these

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.

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.

Upon receipt of the complaint, Guardian researched Mr. *******’s account records on file with Guardian.
Our records indicate Mr. *******’s initial transaction with ********** ****** occurred on March 21, 2014 at which time Mr. ******* executed a Monitoring Agreement (“Agreement”) with Protection Source for an initial term of two (2) years.

Shortly after engaging Protection Source, Mr. ******* negotiated a lower monthly monitoring rate directly with ********** ******. A credit was applied to Mr. *******’s account on May 27, 2014 reflecting Mr. *******’s new rate retroactively. Upon application of this credit, a minimal balance remained due on Mr. *******’s account. As that amount remained unpaid each month, late fees began to accrue. Upon receipt of the subject complaint, Guardian reviewed Mr. *******’s account and in good faith waived the balance due in order to satisfy Mr. *******’s concerns.

Guardian contacted Mr. ******* on November 7, 2014 and reviewed the above information in a further effort to address his concerns. During that conversation, Guardian apologized to Mr. ******* for any confusion and as a further gesture of good faith, Guardian offered to apply a credit to Mr. *******’s account equal to two (2) months of monitoring services. Mr. ******* expressed dissatisfaction with Guardian’s gesture and requested the cancellation of his account. Guardian’s representative informed Mr. ******* that he was ineligible to cancel his account as he remained within the initial term of his Agreement with ********** ******. Guardian received the subject complaint shortly thereafter.

Respectfully, Guardian is unable to simply cancel Mr. *******’s account with ********** ******. Should Mr. ******* wish to cancel his account prior to the end of his initial term, Mr. *******’s Agreement with ********** ****** states he may do so upon payment of “100% of the amount due to the Company for the remainder of this Agreement”. That amount is designated to be $593.11 (19 months X 34.95/month – 70.94 credit applied by Guardian in good faith). Upon receipt of payment of $593.11, Mr. *******’s account will be cancelled and he will be under no further obligation to ********** ******* Alternatively, Mr. ******* may remit timely monthly payments and continue to enjoy 24-hour monitoring services until such time that he is eligible to cancel his account.

Thank you for providing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

11/26/2014 Problem: 

So, i got response for a past complaint and of course these company does not take responsibility about what their sales people or their affiliates work and do business, that's why they claim they can not cancel my contract.I just had an alarm trigger at my house and i did not got to the phone because i was at the shower, and but the company does have a second PH# that they have Always call, well guess what Today They don't have that phone number on FILE really so who remove the number?.I call the central or their number and after being in hold for 5 minutes a lady answered and tolled me that they will try to cancel the police dispatch. well i really hope they did because ill get a bill from the police if not, because these will be the 3rd false alarm having in count that the other 2 where because the system was not proper installed and the technician they send was so lazy to fix things that only experiment with cheap fixes.I guess i'll get another call from these company about these complaint and they will not assume any responsibility getting whatever excuse. and they will send a response to the BBB explaining all their loop holes. bottom line DON'T FALL IN TO THE SAME MISTAKE I DID, DON'T USE THESE COMPANY TO TAKE CARE OF YOU HOUSE.

Desired Outcome:
Cancel my contract and pick up your system.

 

12/01/2014 Problem:
So as always something goes wrong with these company and they dont take responsibility of what they do, funny that when something dost work they dont have documentation of the call or they dont have a LEGAL department. I receive a call from them after another review and the resolution is that because of the contractor that sold my system is independent they can not cancel my contract. then i had an alarm i didnt have my phone handy they call the police directly, i call them and ask why they didnt call the 2nd number and they claim that they never had a 2nd number "please they used to call ALWAYS" but of course i asked "then tell me who remove the number" the operator had the usual answer my system is not giving me the information now "Please".Now my alarm started reporting a tampered attempt since Wednesday November the 24th because the lazy ass of tech that they send to install tape the cables of the translator a is just doing no contact. I call they schedule a service call for today Monday December the 1st between 12 pm and 5pm.have in mind i spend all my thanksgiving weekend with a horrible beep in my house that wakes me up all night.i called 3 times to have an ETA for the tech and the answer was. we don't have that information but the tech will be there before 5 i call 3 times to speak with the legal department the first time answer was: Is a subcontractor and is not at the office, what can i help you with.second: please hold, hold for 20 minutes and hang up. of course they wont call back third: our legal department is close now is 7 pm here. Of course the technician NEVER SHOWED OFF i wasted 5 hours waiting for these unprofessional.

Desired Outcome:
Cancel my Service or put me in with you legal departmentPick up your system





Business Response: Thank you for informing Guardian of Mr. *******’s additional concerns. Guardian apologizes that Mr. *******’s overall customer experience has not met his expectations.

As previously stated, Mr. *******’s Agreement and contractual obligation is with ********** ******. Guardian merely provides 24-hour monitoring services to Mr. ******* on behalf of ********** ******. Notwithstanding, in a genuine effort to facilitate resolution, Guardian immediately relayed Mr. *******’s concerns to ********** ******. As a result, ********** ****** has authorized Guardian to accept Mr. *******’s request to cancel his account and release him from all remaining obligation under his Agreement with ********** ******. Upon cancellation, Guardian will no longer respond to any signals received from Mr. *******’s residence.

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

Sincerely,

**** ****, Manager
Customer Service Department

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started using Guardian Protection services in 2011 in the ******* area of **. I signed up for a 3 year contract, in which the salesman had waved from the typical 5 year contract because we were renting and my husband was military and we most likely wouldn't stay at the same location. So we moved into a new rental property the following year, and to keep with my 3 year contract I contacted Guardian Protection services to come out and install a new system at that location. Within a few months my husband received unexpected military orders to south **. Again, to remain in my 3 year contract I had them come out and set up services at our new location. The following year (we're now at end of 2013) we relocated again and the services were no longer needed at the new location so I called to see how I could get out of the rest of the contract. Well I did not know that every time I moved I added time to my contract when I thought I was fulfilling my contract. I asked what the payout was at the time and it was over $1000. As a stay at home mom, single income military family who has to move around a lot this was a real slap in the face. I was not told that I was signing up for a new contract every time I moved. I can no longer afford to keep paying for these services that I cant use. We have since relocated again to *******. I can not believe it is legal to do this to a military family that moves around a lot to do this and not explain to me the process.

Desired Settlement: I have not been able to use this service since November of 2013, I would like to be refunded for the services I have not been able to use and for the contract to be terminated.

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 Ms. ******* for her business as well as her husband’s military service to protect our nation.

Ms. *******’s letter expresses dissatisfaction with the initial term of the Agreement she executed upon relocating monitoring services to a new residence as a result of her husband’s military orders. Guardian apologizes to Ms. ******* for any confusion related to the term of her Agreement and/or its relocation program. Guardian has reviewed its records and found that the initial term of the Agreement is clearly designated on the form to which Ms. ******* placed her signature. Notwithstanding, in a genuine effort to bring swift resolution to her concerns, Guardian contacted Ms. ******* and agreed to cancel the remaining obligation under the Agreement without further payment. Ms. ******* has expressed her complete satisfaction with this resolution. Guardian extends best wishes and thanks to Ms. ******* for the opportunity to serve her security needs and hopes she will consider Guardian again should she desire security services in the future.

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

Sincerely,

******** *******, Director
Account Management Department

12/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Guardian is keeping the Dealer and Installer code for my monitoring system which own and is refusing to disclose to me. Since I own the system, though I am taking Guardian Services, I being the owner, I would need the code from Guardian. This is illegal as they are keeping my monitoring system under their control without my permission and authorization. I understand that they might need to service or program the unit as and when required, and at that time, they need to ask my permission and use the code. As of now, its like they owning and controlling the unit and I as a customer do not have control on my unit.Also, they do this so that they can charge me $25 for any time they send a technician to do any minor or small programming, which I will be able to do if they provide the code to me, which will result in their business loss, however this I treat as malpractice.Also this means that Guardian can lock me out or make any changes to my system without my authorization as they have the code.

Desired Settlement: I want them to hand over the unit dealer and installation code to me as I am the owner of the unit and they are holding it without my consent.

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

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. *********** 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.

Mr. ********* has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panel. While Mr. ********* may be technically proficient and capable in such matters, Guardian politely declined to provide such due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company.

Guardian apologizes that Mr. ********* is displeased with the fact that Guardian is unwilling to release proprietary information; however, Guardian would be pleased to provide technical service to assist Mr. ********* in customizing his system configuration. To do so, Mr. ********* may contact Guardian at ###-###-#### to schedule a service technician who can assist him with any selected programming changes.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr. *********** complaint. Should you have any questions, please feel free 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I understand the response, however since I own the device, why is it that the codes becomes proprietary of Guardian? If tomorrow I cancel the service, does your stand remains same or you will then disclose the codes? This I see as illegal practice to keep customer tied to Guardian and not move away. Anyway, my concern is that since the device belongs to me, it becomes my responsibility if somethign goes wrong because of what I do to it, which is true with any product that I own. If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do somethign which impacts the security, then what are you there for? I will then reach out to you and then you provide service at a cost. What is the big deal? You cannot keep the codes away from the owner. YOU are not the owner of the device. You are just a service provider. Two things, if you have the code, please provide those as you are illegally keeping it, 2ndly if you dont, and ********** ****** has it, then I will speak to them. However let me know why you will keep codes for my device and cannot disclose when I own it. Let me know where in your Service Contracts this is mentioned. Also, when I cancel the service, then are you oblized to give the codes to me.]

Regards,

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

Business Response: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. *********** additional comments. Mr. ********* has expressed dissatisfaction that Guardian has declined to provide him with its proprietary system code, which would allow access the control panel’s digital transmitter and other critical system-level programming functions. As previously stated, the use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. In no way is this protocol an “illegal practice” as asserted by Mr. *********.

Mr. *********** letter states, “If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do something which impacts the security, then what are you there for?” Respectfully, making configuration changes to a computer will not result in false alarms nor result in armed police officers responding to Mr. *********** home unnecessarily. Please note that multiple false alarms can result in fines being assessed against Mr. ********* by his local municipality. Additionally, Mr. *********** programming changes may not only result in false alarms, but could render his system unable to communicate signals in an actual alarm event which could be detrimental to his safety. It is for this reason that Section B of Mr. *********** Agreement clearly states, “The Customer will not tamper or interfere with the System, nor permit others to do so.”

Additionally, please understand that the proprietary code utilized by Mr. *********** system is also used by many other Guardian customers. Releasing this programming code to Mr. ********* places other Guardian customers in a vulnerable position. Accordingly, Guardian cannot release this code to Mr. ********* in order to protect the integrity and safety of other Guardian customers as well as the security of Mr. *********.

Mr. *********** letter also asserts “When I cancel the service, then you are oblized (sic.) to give the codes to me.” Respectfully, Mr. *********** assertion is inaccurate. Section B of Mr. *********** Agreement states, “The Customer agrees that the Company can make program changes to the Company’s proprietary data located in the transmitting device, including making the System non-functional, if the Agreement is ended.” Notwithstanding, should Mr. ********* wish to cancel his account at the end of the initial term of his Agreement, Guardian will agree to delete its proprietary coding and other information from the control panel and replace it with a default code. By doing so, Mr. ********* will have access to make changes to his programming or to allow an alternate security company to take over his system. However, while Mr. *********** system is actively being monitored by Guardian, Guardian respectfully declines to release the proprietary code information to him.

Thank you for allowing Guardian the opportunity to clarify this matter for Mr. *********. Should you have any questions, please feel free to contact me at ###-###-####.

Sincerely,

**** ****, Manager
Customer Service Department

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10351252, and find that this resolution is satisfactory to me.  I am fine since Guardian will default the proprietary and other relevant codes to default when they will not be under obligation to protect me as the contract term would be complete. I will wait till the end of the term to get the code.

Regards,

Kiran Choudhary

12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: a guardian sales rep gaurenteed that guardian could take over my security system that was already installed in my home but my wife and i have had nothing but trouble with false alarms. they have tried to fix it numerous times with no good results. We have resolved to just turning our guardian protection service off. Through the course of trying to make their system work they have changed the main panel and all of my smoke alarms except for one that they missed , so for the first 6 months of our service our house had no smoke alarms,we have been shaken out of bed numerous times for false fire alarm and intruder alarms.

Desired Settlement: a full refund and restore my original security system to the proper working order that it was when they started

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

Guardian has conducted a thorough review of Mr. *******’s account and found that his initial transaction with Guardian occurred on July 29, 2013, at which time he executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian's services. The initial term of the Monitoring Agreement was for a period of three (3) years.

Pursuant to the Sales Agreement executed by Mr. *******, Guardian agreed to monitor the existing security system in Mr. *******’s residence. More specifically, Guardian agreed to takeover/tie-in twenty-four (24) existing devices, install a new glass break sensor and to replace the existing panel/keypad. Mr. ******* was made aware that any existing equipment would not be warranted by Guardian because it was not installed by Guardian; Guardian merely connected to those existing components and agreed to monitor the system. However, any additional parts installed by Guardian are warranted by Guardian for a period of ninety (90) days pursuant to the terms of the Sales Agreement.

Mr. *******’s existing system was activated and new components installed on August 8, 2013. Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be working properly as evidenced by receipt of all signals in Guardian’s central monitoring station.

Subsequent to activation, Mr. ******* began to experience issues with the existing smoke detector devices in his home. While the smoke detectors were not covered under Mr. *******’s warranty as they were not installed by Guardian, as a courtesy Guardian provided and installed five (5) new smoke detectors at no charge to Mr. ******* in a genuine effort to earn his satisfaction.

Mr. ******* also reported issues with window contacts which were components of his existing system and not installed by Guardian. In response to Mr. *******’s concerns, Guardian dispatched a technician to inspect the window contacts and make necessary repairs. As a result, Guardian’s technician found the weather stripping/insulation around the windows to be interfering with the function of the window contacts. Upon the technician reporting his findings to Mr. *******, Mr. ******* requested that all existing (hard-wired) window contacts be replaced with new wireless devices. Guardian provided Mr. ******* with the cost associated with replacing the devices, however Mr. ******* declined. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. ******* directly in an effort to facilitate resolution of his concerns. During that conversation, Guardian’s representative offered to schedule onsite service to fully inspect Mr. *******’s system and make any necessary repairs to ensure the system is functioning to its full potential. Guardian’s representative also explained that Mr. ******* had subscribed to Guardian’s Extended Repair Agreement, thus onsite service appointments are conducted for a $25 co-pay in lieu of Guardian’s standard service rates. Mr. ******* declined to schedule onsite service as he refused to remit any payment for onsite service.

Mr. ******* reiterated his request to replace the existing hard-wired devices with new wireless devices and further requested that the service be completed at no charge to him. Guardian’s representative informed Mr. ******* that due to the large number of devices in the home which would need to be replaced (approximately 30 devices), Guardian was unable to provide the equipment at no charge however Guardian’s representative offered to provide the equipment to Mr. ******* at a drastically reduced cost of $25/device. Mr. ******* expressed dissatisfaction with the cost associated with the devices and declined Guardian’s offer.

Mr. ******* informed Guardian’s representative that he wished to cancel his account, and be fully refunded for all monies paid to date. Mr. ******* also requested that Guardian reinstall his original panel which he had in his possession. In a genuine effort to bring resolution to Mr. *******’s concerns, Guardian’s representative agreed to release Mr. ******* from his Agreement with no early termination fee and further agreed to refund the nine (9) months of monitoring services paid to date. However, Guardian’s representative informed Mr. ******* that Guardian in unable to reinstall his previous equipment. Mr. ******* informed Guardian that he finds the offer unacceptable and further expressed that he will engage another company to install the equipment and forward the billing statement to Guardian for payment. Guardian’s representative apologized to Mr. ******* and expressed that Guardian respectfully will not remit payment to another company for the installation of any equipment, however Guardian remains willing to cancel the account and provide the refund requested by Mr. *******. Mr. ******* stated that he does not accept Guardian’s offer and refused cancellation of his account.

Guardian regrets that its efforts to satisfy Mr. ******* did not meet his expectations. Respectfully, Guardian has assessed Mr. *******’s account and found that Guardian has proposed resolutions that are fair and reasonable to both parties in a good faith effort to resolve Mr. *******’s issues. Respectfully, it is unreasonable to expect that Guardian would incur labor and equipment expenses by providing and installing more than thirty (30) new security devices at no charge to Mr. *******, or to incur labor expenses by reinstalling antiquated security equipment.

Notwithstanding the above, it is Guardian’s sincere desire to bring final resolution to Mr. *******’s concerns. To that end, the offers discussed above remain available to Mr. ******* should he so desire. In summary, Guardian proposes the following:

1) Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. *******’s Extended Repair Agreement at which time Guardian’s technician will fully inspect and test the system and make any necessary repairs. OR

2) Mr. ******* may elect to purchase wireless devices at a drastically reduced cost of $25/device. Guardian will conduct onsite service during normal service hours (Monday through Friday from 8:00am – 5:00pm) under the $25 co-pay designated in Mr. *******’s Extended Repair Agreement at which time Guardian’s technician will swap out the existing hard-wired devices with the wireless devices purchased by Mr. *******. OR

3) Guardian will release Mr. ******* from the remaining obligation under the Agreement without further payment. Guardian will further provide Mr. ******* with a refund for all monitoring services paid to date.

The above offers shall remain available to Mr. ******* until close of business on January 26, 2015 after which they will be rescinded. Guardian believes these offers to be fair and reasonable and is hopeful Mr. ******* will concur.

Thank you for informing allowing Guardian the opportunity to clarify this matter. 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 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,

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

12/22/2014 Problems with Product/Service | Complaint Details Unavailable
12/22/2014 Problems with Product/Service
12/15/2014 Problems with Product/Service
12/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I recently retired from the Military after twenty-two years of service. Prior to our retirement, we decided to have a home built to reside. After we made our decision on a builder, we meet with a representative from the design center. While at the design center my wife and I were given a presentation from a Guardian Specialist. During his presentation, he stated we would be responsible for the installation fee ($328.00) and monitoring fee. The base package price for the system was $0.00 (This is written in the contract). After our home was built, Guardian gave me a call to set up an appointment to activate the monitoring service. On the day of the appointment, I asked the tech would it be possible to upgrade the system from keypads to flat panels and add motion detection upstairs. He told me I would have to call Guardian in that respect. I told him not to activate the system until I had a confirmation from Guardian stating I could upgrade. I contacted Guardian that day and was told there was nothing they could do. So, basically I was stuck with what I had. Therefore, I decided not to have the system activated if I couldnt have the system upgrades I desired. Two months pass, I get a letter in the mail stating I owe Guardian $90 dollars for monitoring. Why, I ask? Guardian is not monitoring my home. The system was not activated. My installation fee was paid through my lender. I owe Guardian nothing.

Desired Settlement: Monitoring services were never activated. I owe Guardian nothing. My balance should be zero.

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

For background, please note that Mr. and Mrs. *** originally met with Guardian in February 2014 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 Mrs. *** decided to engage Guardian to install electronic security hardware in their new home contingent upon activation of 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. *** executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 15, 2014 for an initial term of sixty (60) months commencing from the date of the activation of services.

After their engagement of Guardian’s services, Mr. and Mrs. *** received three (3) full business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. and Mrs. ***’s written acknowledgment in the Notice of Cancellation form which is a separate document. Guardian did not receive Mr. and Mrs. ***’s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided and installed expensive security equipment had Mr. and Mrs* *** not elected to subscribe to Guardian’s 24-hour monitoring services.

Mr. ***’s letter expresses that he contacted his Guardian sales representative prior to installation to request an upgrade to the equipment he originally selected and was dissatisfied to learn that his selections could not, in fact, be upgraded as he desired. Upon learning of Mr. ***’s concerns, Guardian conducted a thorough review of its records and Mr. ***’s account. Our records indicate that upon reviewing available products at the time of sale, Mr. and Mrs. *** selected a GE Concord 4 hard-wired security system with hard-wired contacts. Guardian completed the installation of the above-referenced hard-wired system and corresponding devices on June 17, 2014.

The activation of Mr. ***’s security system was scheduled to take place on August 1, 2014. Upon the technician’s arrival, Mr. *** inquired about upgrading equipment to include a touchscreen keypad. The technician informed Mr. *** that he would need to discuss the upgrade with his Guardian sales representative. As such, Mr. *** postponed the activation of his security system until he had spoken with Guardian regarding the upgrade.

On August 4, 2014, Mr. *** discussed the upgrade with a Guardian representative at which time Mr. *** reiterated his desire for a touchscreen keypad. Guardian’s representative explained that the touchscreen keypad is a component of a Simon XT wireless security system and not compatible with the hard-wired Concord 4 system or the hard-wired devices already installed in Mr. ***’s home. Guardian’s representative further explained that in order to upgrade to a touchscreen keypad, Mr. *** would need to purchase new wireless devices and that all hard-wired equipment currently installed in his home would need to be replaced with the aforementioned wireless devices. Guardian provided Mr. *** with pricing information related to replacing the hard-wired devices for wireless devices in order to achieve a touchscreen keypad. After learning the cost associated with swapping out the devices, Mr. *** informed Guardian that he wished to retain the hard-wired system which had already been installed in his residence.

Subsequently, Guardian made several attempts to contact Mr. *** to reschedule the activation of his security system. Guardian reached Mr. *** on September 15, 2014 at which time he expressed that he had engaged an alternative security provider and no longer wished to activate Guardian’s services.

Guardian received no further contact from Mr. *** until October 25, 2014 at which time Mr. *** requested the cancellation of his account. Guardian’s representative informed Mr. *** that he remained within the initial term of his Agreement and was ineligible to cancel his account without payment of an early termination fee. Guardian received the subject complaint shortly thereafter.

Mr. ***’s letter expresses dissatisfaction about receiving billing statements from Guardian as he had not activated 24-hour monitoring services. Respectfully, Guardian incurred significant expense (equipment and labor expenses) to provide and install Mr. ****s system as specified in his Agreement. 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 receipt of the complaint, Guardian contacted Mr. *** to discuss his concerns directly. In a genuine effort to bring swift resolution to this matter, Guardian’s representative offered to accept a drastically reduced early termination fee of $660 (originally more than $2,000 pursuant to the terms of the Agreement) which would allow Guardian to recoup the costs associated with the equipment provided and installed in Mr* ***’s residence. Upon receipt of the amount of $660, Mr. ****s account will be cancelled and he will be under no further obligations to Guardian. The above offer shall remain available until close of business on January 12, 2015 after which it will be rescinded. Guardian believes this offer to be fair and reasonable and is hopeful Mr. *** will concur.

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

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,

****** ***

12/9/2014 Problems with Product/Service
12/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Was contacted at my home door by a gentleman who identified himself as ****** with *********. He provided me with my name as if he had my information about my account with a local security company and stated that he was in my neighborhood replacing outdated keypads for free for my service provider. I explained to him that I was not made aware of the situation by my service provider, at which time he tried to tell me that if I had the keypad replaced by my provider that it would cost me but he was in the area replacing the pads at no charge. Once again I stated that I would not be discussing my security account with an unsolicited person at my doorstep. I immediately contacted my security provider (**** ******** in ***********) who confirmed to me that they did not give out my information and that the individual was most likely either a salesman for another company or a scammer. I stepped outside and confronted "******" to get additional information where he revealed that he was in fact a salesperson for Guardian. I asked for a card, but he only flipped around his name tag quickly stating that he was "****** with Guardian" and did not have any other means of identification. When asked about how he received my information he was not forthcoming, but when I suggested that he only got my name through public records and not through the means he originally gave me (saying he had my information from my providers info), he began to backtrack and said he was sorry I misunderstood. I repeated that I did not misunderstand and that I clearly saw through his attempts to represent my security company. A note has been filed with my security company account regarding this incident.

Desired Settlement: Would like to have this companies sales policies and tactics looked into, as less informed people could be tricked into believing they were agreeing to services authorized by their service company when in fact this company is preying on people by leading them to believe their equipment is outdated or inferior.

Business Response: Thank you for forwarding Mr. ******** concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian takes such matters very seriously and has conducted a thorough investigation into Mr. *******’ assertions. Our research into this matter has revealed that Guardian has no employees, no business offices and no authorized dealers operating in Mr. *******’ area and therefore our company has been unable to tie Mr. *******’ allegations to any activity conducted by our firm. Please note that Mr. *******’ complaint was vague and lacked factual detail; in an effort to obtain additional information, Guardian contacted Mr. *******’ at the daytime telephone number indicated in his complaint (###-###-####) but was unable to leave a voicemail message. As such, Guardian also sent an email requesting further information related to his complaint. To date, Mr. *******’ has provided no response or further information.

Our research has further revealed there are several security companies operating within the surrounding area of Mr. *******’ address that use a form of the name “Guardian” to identify their company. Guardian has no way of knowing whether a representative from any of those companies may have approached Mr. ******* as described in his complaint; however, our research into this matter has revealed that Guardian did not approach Mr. ******* as alleged.

For the record, such conduct as described in Mr. *******’ complaint would violate Guardian’s policies, practices, code of ethics and philosophies and would be addressed immediately and appropriately.

Guardian will gladly continue its investigation into this matter should additional information surface that warrants such. Meanwhile, based on the information revealed from our investigation and provided herein, Guardian respectfully requests that 1) Mr. ******* rescind his complaint against our firm, and 2) this matter be closed.

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

Sincerely,

**** ***** Manager
Customer Service Department

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2012 my husband sought the services of an alarm company to replace our former system. He signed a contract with Guardian protection services. (The contract says that I, as the joint owner of the home, am also legally obligated to pay despite the fact that I never signed the agreement.) He has paid his monthly fees since the time the alarm was installed. In late August, he was told by his employer that he would be moving out of NJ to CA. He notified Guardian that he would be moving and requested that he be allowed to terminate the contract. He was told by Guardian that he had to pay the contract in full (make three more years of payments through 2017) despite the fact that the house is sold and he cannot even benefit from the services. When asked for a copy of the contract, we were given a copy that was not even duly executed (no signatures by them.) Guardian has refused to work with us and not only is this bad business but deceptive business practices as it is an impossibility for him to receive services any longer.

Desired Settlement: Cancellation of the existing contract

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. **********

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 Mr. *********’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept the *********s’ request to cancel the account. Upon receipt of Mr. and Mrs. *********’s written authorization to cancel, the account will be terminated immediately and they will receive no further billing statements from Guardian. 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. ******

Sincerely,

******** *******, Director
Account Management Department

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guardian Protection Services,The company has refused to cancel the 5 year contract that my business was entered without notice. One of their sales representatives named ******** has used deceitful strategies in order to receive commission. We were lied into having some kind of upgrade when in reality we were placed in a contract with Guardian Protection Services. Not only were we placed in a 5 year contract but we were billed for Guardian Protection Services and my previous alarm system (or should I say the company I am still being billed.) We were also informed that if we wanted to get out of the contract, we needed to buy it out, which is an incredible amount that exceeds the hundreds.Meanwhile, ******** returned my call about 3 weeks ago and I explained the situation. He continued to lie to me saying that he only did an upgrade. Unfortunately, this rep, the dealership ****** ***** *********, and Guardian Protection services have refused to remove me from the contract. When I contacted ****** ***** ********* a rep named ****** said what ******** did was a LEGAL act, to lie to customers and that the people above him would say the same thing. Really? At first, I was intimidated to continue the service but then I learned, this sales rep has not only done it to me but hundreds more. How much deceitful commission has he received? A lot. With regards to a contract in California and that it was signed and done in California, the longest (in time) contract that can be done is a max of 3 years.

Desired Settlement: I would like to receive a refund. At first, I wanted to agree to a lower year contract but this company is based on lies therefore, I want nothing to do with this company.

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. ********

For background, Ms. *******’ account came to Guardian by way of an Authorized Dealer known as ****** ***** *********. As such, all aspects of Ms. *******’ sales transaction took place directly between ****** ***** ********* and Ms. ******** Guardian was not present during any aspect of the sales transaction with 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. *******’ 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.

Given the nature of Ms. *******’ concerns, Guardian has agreed to accept her request to cancel her account and discontinue 24-hour monitoring and related services. Ms. *******’ account will be cancelled effective November 30, 2014. Additionally, Guardian will issue a refund to Ms. ******* in the amount of $209.70 for monitoring payments made to date. Please note that upon cancellation of monitoring services, Guardian will no longer respond to any signals from Ms. *******’ system.

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

Sincerely,

***** *******, Manager
Dealer Operations

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,

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

11/24/2014 Problems with Product/Service | Complaint Details Unavailable
11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called to cancel service. 1 year later not cancelled. called and was told i should have known i signed a contract, that it should have been discussed. Whatever the opposite of "Better Business" is, Guardian Protection Services is the poster child. Upon selling my house, I called to cancel my service in October of 2013 and was satisfied that my request had be resolved. In October of 2014 I noticed on bank statements that I was still being charged $38 every month. I called to find out what was going on. The person on the phone showed that I had called in October 2013 and insinuated that at that time I should have been told that I was on a 4-year contract and that was the reason why I was still being billed. That is not accurate - I never knowingly signed a long-term contract of any length. It was never discussed - not when I initiated service, and not when I called to cancel. This person tried to get me to agree to continue the contract at my current residence. I told them that it was not an option. This person said that they would talk to their supervisor and call me back. I suggested that whatever cancellation policy they have in place would be retroactive to when I had called to cancel. I was told not necessarily. It was quite possibly the most devious customer service I have ever encountered. And in turn, the fact that I was sold this service with no up front discussion of long-term contracts makes the company itself worthy of the devious label as well.

Desired Settlement: I am seeking immediate cancellation of my contract and 100% compensation for the 12 months of charges since I canceled my service and sold the property for which the service was intended. That I was never told about a contract, before, during or upon requesting cancellation of my service tells me that the way this company makes profits is through the shameful deception of its customers.

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

For background, Mr. ******* contacted Guardian on October 12, 2011 to advise he was moving and wished to relocate monitoring services. In order to commemorate the transaction and prior to beginning monitoring services at his new residence, Guardian requested that Mr. ******* execute a new Sales and Monitoring Agreement (“Agreement”). Said Agreement was executed by Mr. ******* on October 12, 2011. The initial term of the Agreement is clearly stated to be forty-six (46) months. Pursuant to the terms of the Agreement, Guardian activated monitoring services at the new residence on November 23, 2011.

On October 7, 2013, Mr. ******* informed Guardian that he had moved from the monitored premises and was unable to relocate monitoring services to his new home. Guardian’s representative informed Mr. ******* that two (2) years remained in the initial term of his Agreement and provided options to assist Mr. ******* in fulfilling the Agreement, one being that the buyer of Mr. *******’s home could activate Guardian’s services which would satisfy his obligation. Mr. ******* indicated he did not have contact information for the new homeowner, however Guardian’s representative expressed he would attempt to contact the new homeowner via mail at the home address. In the interim, Guardian’s representative informed Mr. ******* that while monitoring services could be placed out of service, billing of the account would continue while Mr. ******* remained within the initial term of his Agreement. Guardian subsequently made many attempts to reach the new homeowners via mail. Unfortunately, Guardian was not contacted in response to any of its mailings.

Guardian received no further contact from Mr. ******* until October 31, 2014 at which time he disputed that Guardian continues to remit monthly invoices after his relocation from the monitored premises. Guardian’s representative informed Mr. ******* that billing continues as he remains within the initial term of his Agreement. Guardian’s representative provided several options to assist Mr. ******* in fulfilling his obligation under the Agreement, including relocation of monitoring services to his new premises. Mr. ******* declined all offers presented by Guardian and requested the cancellation of his account without further payment. Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian conducted a thorough review of Mr. *******’s account including a review of the telephone call with Mr. ******* on October 7, 2013. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Guardian’s research concluded that Guardian’s representative did inform Mr. ******* on October 7, 2013 that two (2) years remained in the initial term of his Agreement and that billing of the account would continue until the initial term concludes.

Guardian has contacted Mr. ******* and discussed the above findings with him directly. During that conversation, Guardian explained that relocation from the monitored premises does not automatically relieve him from obligation under the Agreement. Notwithstanding, Guardian apologized to Mr. ******* for any misunderstanding and in a genuine effort to bring swift resolution to his concerns, Guardian agreed to cancel Mr. *******’s account without further payment. Mr. ******* accepted Guardian’s offer and his account was cancelled effective November 3, 2014.

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

Sincerely,

******** *******, Director
Account Management Department

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently got an alarm system that I was assured of I could cancel at anytime. The service representative was dishonest in her information. Then after it was installed it quit working. I called several times about this and cold get no help so I called to cancel and was told I could not cancel without being charged over $700 cancellation fee. I was supposed to get a service call on September 11, 2014 and as of today there has still not been anyone come out to fix the system. Meanwhile, they are still taking $44.90 out of my checking account for an alarm that cannot be set.

Desired Settlement: I would like to cancel the system and I do not feel I should be charged the cancellation fee since I have talked to several people several times with no resolution.

Business Response: Re: ***** ****** - Complaint #********

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 ******** *****, Inc. 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.

Our records indicate that Ms. ******’s original transaction with ******** ***** occurred on May 6, 2014 at which time Ms. ****** executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with ******** ***** in order to engage monitoring services. The initial term of the Agreement was for a period of sixty (60) months. Ms. ******’s system was installed and activated by ******** ***** on May 6, 2014.

Ms. ******’s letter states that her security system does not functioning properly and further expresses dissatisfaction in that she has been unable to have the system repaired. Guardian has conducted a thorough review of Ms. ******’s account, 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 offers the following information in response.

On May 10, 2014, Ms. ****** contacted Guardian and expressed dissatisfaction that door contacts were not working after renovations to her home. Guardian’s representative offered to schedule onsite service to repair the contacts and quoted standard service rates for the service appointment as the damage was not the result of normal wear and tear. Ms. ****** disputed the service rates quoted and requested the removal of all security equipment and cancellation of her account. Ms. ****** further stated that her ******** ***** sales representative promised all onsite service appointments to be conducted at no charge. In a good faith effort to satisfy Ms. ******, Guardian’s representative offered to waive the costs associated with onsite service, however Ms. ****** declined and the call was abruptly terminated. Immediately following the telephone exchange, Guardian informed ******** ***** of Ms. ******’s concerns and request for onsite service. ******** ***** made several attempts to reach Ms. ****** directly to address her concerns and schedule onsite service. Messages were left for Ms. ****** by ******** ***** on June 3, 2014, June 5, 2014 and June 18, 2014.

On July 4, 2014, Ms. ****** contacted Guardian for assistance after experiencing a false alarm from the Zone 4 smoke detector. Ms. ****** expressed that renovations were being conducted in the home and Guardian’s representative explained that dust from renovations can sometimes trigger a smoke alarm. Guardian’s representative offered several suggestions to assist Ms. ****** in eliminating false alarms from the smoke detector during construction.

Ms. ****** contacted Guardian on August 26, 2014 and requested the cancellation of her account without further payment stating her system had never worked. Guardian’s representative explained that Ms. ****** remained within the initial term of her Agreement with ******** ***** and that an early termination fee would apply. Guardian’s representative offered to schedule onsite service at no charge to evaluate Ms. ******’s system and repair any damaged contacts. Ms. ****** accepted Guardian’s offer for onsite service and Guardian forwarded Ms. ******’s request to ******** *****, the servicing company. An onsite service appointment was scheduled for September 11, 2014. On September 12, 2014, Ms. ****** informed Guardian that the technician did not attend the appointment scheduled for September 11, 2014. Guardian received the subject complaint shortly thereafter.

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. ****** at a time and date convenient for her. During the service appointment, ******** *****’s technician will evaluate the system, repair and/or replace any damaged contacts, and replace batteries in the smoke detector. Additionally, a credit will be applied to Ms. ******’s account equal to two (2) months of monitoring service; alternatively

2) Ms. ****** may elect to cancel her account and remaining obligation to ******** ***** by remitting a reduced early termination fee in the amount of $674.10.

The above offers presented to Ms. ****** by Guardian are the same offers to which ******** ***** has authorized Guardian to extend. Guardian believes these offers to be fair and reasonable and is hopeful Ms. ****** will concur. These offers are made available to Ms. ****** until close of business on November 21, 2014 after which they will be rescinded.

I am hopeful this explanation assists in clarifying Guardian’s role in servicing customers of ******** *****. Thank you for allowing Guardian the opportunity to address 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They have not left me messages.  The only phone number I have is ###-###-####.  I have had no missed calls and no voice mail messages from either ******** ***** or Guardian.  I did agree to let them come out on Sept 11 and to date NO ONE has contacted me by phone or email.  The system still does not work.  This is poor business practice and according to other complaints I am not the only one who has been made promises by these companies and failed to follow through.  I want this service cancelled.  I am no longer going to pay $44.95 per month for service that does not exist.  The system cannot even be set.  I would like a call and a follow up email from the companies ASAP.


Regards,

***** ******

Business Response: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. ******’s additional comments dated October 28, 2014. Guardian is perplexed by Ms. ******’s assertions that no attempts have been made to contact her in an effort to resolve her complaint.

Upon receipt of your letter, Guardian reviewed Ms. *******s account and all associated telephone calls. (As previously stated, all telephone calls and interactions with customers are recorded due to the nature of Guardian’s business.) Our records indicate Guardian made five (5) attempts to reach Ms. ****** at the telephone number provided in her letter (###-###-####) prior to submission of our October 28, 2014 response. A voicemail message was left for Ms. ****** during each of these five (5) attempts. (Please see attached document evidencing Guardian’s efforts to contact Ms. ******. The associated .wav files are available should the Better Business Bureau so desire.)

Upon receipt of Ms. ******’s most recent letter requesting that she be contacted as soon as possible, Guardian made six (6) additional attempts to reach her at ###-###-####. A detailed voicemail message was left for Ms. ****** during each attempt. (Evidence of these attempts can also be found on the attached document.) To date, Ms. ****** has declined to return the messages left for her by Guardian. (Please note, our records do indicate Ms. ****** contacted Guardian on October 28, 2014 to request cancellation of enrollment in Guardian’s electronic payment option. Ms. ****** did not discuss any aspect of her Better Business Bureau complaint with Guardian’s representative at that time.)

Based on the above information, Guardian is confident that every reasonable effort has been made to contact Ms. ****** in response to her Better Business Bureau complaint. Guardian remains willing to address Ms. ******’s concerns with her directly. Should Ms. ****** wish to discuss this matter further, she may contact me at the telephone number listed below.

In the interim, the resolution offers previously presented by Guardian on behalf of ******** ***** remain available to Ms. ****** until close of business on November 21, 2014 after which they will be rescinded. Guardian believes these offers to be fair and reasonable and is hopeful Ms. ****** will concur.

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

Sincerely,

**** ****, Manager
Customer Service Department

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Guardian Protection since 1999. On August 23, 2011 I upgraded my system to a ******* ******** ******* and my system has malfunctioned since the installation date. While I have paid for a few service calls Guardian bait and switch me on my contract where they did not provide plain language contractual details that my ******* ******** ******* System was using ******** ************. I learned that after several service calls 3 years into the contract. Understand while other competitors are charging more than a fraction of the cost I not only had to pay for parts in excess of $645.00 none of these ********* parts required a Translator to the ******* ******** ******* System. Pardon but is it me I am more than 4k knee deep into paying Guardian Protection and it took 3 years to marginally get my system up to par but yet they still want to be paid $78.55 monthly with a mere 2-3 months credit. The Customer Service Agents would telling me it was programming and all I had to do was enter my security code with various #'s and it would delay the beeping for a few hours so my family could get some sleep or they would tell me to shut down the system altogether remember I am their 4k customer. Pardon me but was the idea of getting a home security system was to have me and family protected and mind you I registered my system with the local law enforcement authorities to only have false alarms and had to pay fees because my system translator for my ******* ******** ******* System.

Desired Settlement: A desired settlement would be 3 years credit of service or credit for any monies paid intially at contract commencement. A reduced billing for the end of the contractual term by 50%. Any and all future upgrades complimentary since I have been a customer for almost 15 years.

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

Ms. ******s’ letter expresses dissatisfaction regarding issues with equipment subsequent to the upgrade of her security system. Upon receipt of your letter, Guardian contacted Ms. ******s to discuss her concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to apply the following credits to Ms. ******s’ account:

1) $200 towards the cost of the equipment installed during the upgrade;

2) $10.06 for batteries recently replaced in a bedroom window contact;

3) $25 for the co-pay assessed for recent onsite service;

4) $78.55 for one month of monitoring service; and

5) $115 representing a lump sum credit of $5/month for the remaining 23 months of Ms. ******s’ Agreement.

The above credits were applied to Ms. ******s’ account on October 22, 2014. Ms. ******s has expressed her satisfaction with this resolution.

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

Sincerely,

**** ****, Manager
Customer Service Department

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

Complaint: WE ORIGINALLY SET UP OUR SERVICE TO PROTECT THE DOGS IN OUR KENNEL, THEY CLAIMED THERE EQUIPMENT WOULD REMOTELY CONNECT TO THE BASE UNIT FROM 100 FT. AWAY. THIS HOWEVER PROVED TO BE UNTRUE AND WHEN THEY CAME OUT TO CHECK THE SERVICE AT A FEE OF $90.00, SO WHEN THEY FOUND THEIR FIRE DETECTOR WOULD NOT REACH THE BASE UNIT, SO THEY SWITCHED IT OUT WITH A MOTION DETECTOR INSIDE THE HOUSE, WHICH WAS COMPLETELY UNACCEPTABLE. THEY SAID THAT WAS THE BEST THEY COULD DO. THIS VOIDED THE REASON FOR THE SERVICE BECAUSE IT NEVER PROVIDED PROTECTION FOR OUR DOGS. OTHER KENNELS IN OUR AREA HAD BEEN TORCHED PRIOR TO AND AFTER SETTING UP OUR SERVICE. WE REQUESTED CANCELLATION OF OUR SERVICE BECAUSE IT DIDN'T SUIT OUR NEEDS. WE ATTEMPTED TO CANCEL MULTIPLE TIMES OVER THE LAST 3 AND A HALF YEARS.THE DOGS WERE FULLY ABLE TO PROTECT THE PROPERTY, BUT THE SYSTEM WAS UNABLE TO PROTECT THE DOGS. WE NO LONGER HAVE OUR DOGS AND HAVE MOVED TO A RETIREMENT COMMUNITY AND NOW ARE LIVING STRICTLY ON SOCIAL SECURITY AND CANNOT AFFORD OR NEED THIS SERVICE, BUT THEY STILL REFUSE TO CANCEL THE SERVICE, EVEN THOUGH WE NO LONGER LIVE AT THE SERVICE ADDRESS. PLEASE LET US KNOW IF OTHERS ARE HAVING THE SAME PROBLEM.

Desired Settlement: SINCE WE HAVE REQUESTED THEM TO CANCEL THE SERVICE REPEATEDLY WE WOULD LIKE THEM TO CANEL OUR SERVICE AND STOP THE HARASSING CALLS AND BILLING AND CANCEL OUR SERVICE AS OF OUR LAST REQUEST SINCE JULY WHEN WE MOVED. WE ARE BACKING THIS UP WITH A WRITTEN REQUEST THAT THEY CANCEL THE SERVICE AND STOP THE HARASSING CALLS AT A RATE OF 6 A WEEK.

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

Guardian has conducted a thorough review of the above account and offers the following information. 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 and system installation 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.

Mr. ****** entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2011 for an initial term of five (5) years.

On October 8, 2014 with sixteen (16) months remaining in the initial term of his Agreement, Mr. ****** informed Guardian that had moved from the monitored premises. Guardian’s representative informed Mr. ****** that the initial term of his Agreement had not yet been satisfied and in order to terminate the account prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Mr. ****** in fulfilling his obligations under the Agreement, Guardian offered to transfer his services to his new residence under a new Agreement. Mr. ****** declined all offers and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. ****** to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the terms of Mr. ******’s Agreement, in good faith Guardian has agreed to cancel Mr. ******’s account and release him from further obligation. Mr. ******’s account was cancelled effective October 17, 2014 and he will receive no further billing statements from Guardian. Mr. ****** has expressed his complete satisfaction with this resolution.

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

Sincerely,

******** *******, Director
Account Management Department

11/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a **** **** in March 2010. We added a home security system with Guardian. We were told by our sales representative, ****** ****, that the term would be for 36 months. We signed an agreement on 9/23/2009. We moved from this home on 9/11/2014 and called to cancel the monitoring. We were sent a cancellation by ******* ******. We informed him that we may continue service, but were unsure at the time. He said that was no problem. Our credit card was charged in October for our monthly monitoring fee. I called Guardian to see why we were still being charged for monitoring. It was only then that we were told by Rick that we had signed a 5-year agreement and we had to continue paying for the next 7 months. It was very deceitful for Guardian to tell us it was a 3-year term and then have us sign a 5-year term contract. In the process of buying a home, you are asked to sign a multitude of papers, and this one slipped through the cracks. As we no longer live in the **** ****, I think it is unfair for us to continue paying for a monitoring service we no longer use. I would like for Guardian to waive the remainder of the term and have our service end as of 9/11/2014.

Desired Settlement: Waive 60-month monitoring term and end contract as of 9/11/2014

Business Response: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. ********’s complaint to your office. Guardian values the opportunity to provide response and facilitate resolution of her concerns.

For background, please note that Mr. and Ms. ******** originally met with Guardian in September 2009 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 September 23, 2009. The initial term of the Agreement was clearly designated as a period of sixty (60) months. Mr. and Ms. ******** acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Ms. ******** also executed the Agreement by affixing their signatures at the bottom of the form.

Additionally, during the sales process Mr. and Ms. ******** were provided with three (3) business days to review and consider the transaction to which they were entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. and Ms. ********’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Mr. and Ms. ******** did not cancel their transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating their system and 24-hour monitoring services. Mr. and Ms. ********’s system was installed and activated on May 5, 2010.

On September 11, 2014 with eight (8) months remaining in the initial term of her Agreement, Ms. ******** informed Guardian that she had moved from the monitored premises and expressed interest in activating the existing security system in her new home. Ms. ******** expressed that she would gather further information regarding the existing security system and contact Guardian so that the transfer of services could be coordinated.

On October 10, 2014, Ms. ******** contacted Guardian to dispute an invoice received for monthly monitoring fees. Guardian’s representative explained that the initial term of Ms. ********’s Agreement had not yet been satisfied and that billing would continue until the term expired. Alternatively, Ms. ******** may remit an early termination fee to cancel her account immediately. Guardian’s representative reiterated the previous offer to activate the existing security system in Ms. ********’s new home however Ms. ******** declined and stated she would contact the new tenants to inquire if they wished to activate services under a new agreement. Guardian received the subject complaint shortly thereafter.

Ms. ******** has expressed, “I think it is unfair for us to continue paying for a monitoring service we no longer use.” It is important to note that the ********s’ relocation from the monitored premises did not alter their legal obligation pursuant to the terms of their Agreement, which specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”

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 Mr. and Ms. ********’s Agreement, in good faith Guardian agreed to accommodate Ms. ********’s request to cancel her account without further payment. Ms. ********’s account was cancelled effective October 17, 2014 and she will receive no further billing statements from Guardians. Ms. ******** has expressed her 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 ###-###-####, ext. ******

Sincerely,

******** *******, Director
Account Management Department

10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had guardian protection services when we lived in Chandler Arizona until we moved back to Farmington Arkansas at the end of May of 2014. I have now received another bill from them for a partial month of service. The account was put on hold because the next home owner was taking over the policy when they moved in, but I kept getting billed because there were issues with the next home owner or Guardian finishing the transaction. I made a payment at the end of July to a gentleman named ***** at Guardian because he said that my account was past due even though I hadn't lived in the house since May. ***** told me this would be my last payment to Guardian because the new home owner was scheduled to have everything completed that week. I received another bill from guardian stating that I owed them more money because it took longer than expected to get it completed. I called Guardian again today the 13th of October and ended up speaking with a gentleman named ***** in their accounting department about this bill. He told me that I was responsible for this bill due to the new home owner or guardian not being able to find the time to get it completed, and that's when I told ***** that I was contacting the BBB because of this situation. He then asked if I was really going to contact the BBB over the $11.92 that he felt I owed Guardian. I do not feel that I should have been responsible for any of the bills because Guardian was unable to complete the transaction in June. ***** gave me a couple examples to why it was completed and why I should pay it. Example 1. Was that Guardian installers couldn't get to the new house because they were busy or the vehicles broke down and couldn't make it. Example 2. was the new home owner couldn't make time for Guardian and it was pushed back until the home owner had time. So honestly I feel I shouldn't had to pay them anything because it not in my controll of the new home owner or guardian installers to get the job completed. Thank You

Desired Settlement: I want Guardian to drop the $11.92 that they feel I owe them.

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 ********** ******** business.

As background, Guardian’s records indicate that Mr. ***** initially engaged ********** ******** services on August 30, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. *****’s signature.

On May 21, 2014, Mr. ***** informed Guardian he would be moving from the premises. On behalf of ********** ******, Guardian presented a number of options in a good faith effort to assist Mr. ***** in fulfilling his obligation to ********** ****** under the Agreement. For example, Guardian indicated that the new homeowners could elect to activate monitoring services which would relieve Mr. ***** from further obligation. Guardian also indicated that Mr. ***** may cancel the account prior to the end of the initial term by remitting a reduced early termination fee of $350.

On July 18, 2014, Mrs. ***** provided Guardian with the contact information for the new homeowner. Guardian immediately reached out to the new homeowner and offered to activate monitoring services in her name. The new homeowner accepted and an Agreement was emailed to the new homeowner for her signature on July 18, 2014. Guardian received the executed paperwork from the new homeowner on July 31, 2014. Upon receipt, Guardian immediately provided the documentation to ********** ******, the scheduling and installing company. ********** ****** contacted the new homeowner and scheduled onsite service to activate monitoring services. Said service appointment was conducted on August 7, 2014, one week after receiving all executed paperwork from the new homeowner. Upon activation of monitoring services by the new homeowner, Mr. *****’s account was cancelled and an invoice was generated indicating a final balance of $11.92.

Mr. ***** has disputed the final balance owed and has further indicated that Guardian failed to “complete the transaction in June”. Respectfully, Mr. *****’s assertions are inaccurate. Guardian was provided with the new homeowner’s contact information on July 18, 2014. Upon receipt of this information, Guardian immediately contacted the new homeowner that same day to inquire if she wished to activate services in her name. The new homeowner agreed to activate monitoring services and returned the executed paperwork to Guardian two (2) weeks later. ********** ****** activated her monitoring services one (1) week following receipt of the executed Agreement. Respectfully, the transfer of monitoring services to the new homeowner was all conducted in a timely manner.

Further, please understand that Mr. *****’s relocation from the monitored premises did not alter his legal obligation to ********** ****** pursuant to the terms of his Agreement. Section B of Mr. *****’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Accordingly, Mr. *****’s obligation to continue remitting timely monthly payments continued until such time that the new homeowner’s services were activated.

While ********** ****** maintains the legal right to pursue payment of the final balance owed by Mr. *****, prior to receipt of your letter ********** ****** authorized Guardian to waive the final balance due on Mr. *****’s account. The aforementioned credit of $11.92 was applied on October 13, 2014. Accordingly, Mr. ***** will receive no further billing statements from Guardian and his obligation to ********** ****** has ended.

It is my hope that this letter has sufficiently addressed all questions related to this matter. Should you have any questions, please contact me directly at ###-###-####, ext. ******
Sincerely,

******** *******, Director
Account Management Department

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The dealer sales represented lied to me and forged my initials on a new 5 year contract. I was already under contract with another company and this sales person said Guardina was taking over.My daughter has called Guardian many times and sent complaint to dealer (****** ***** ******** *** ** ** **********). Guardian will not cancel the contract. I am now under two alarm contracts.

Desired Settlement: cancel the contract and refund my money (since January, 2014)

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. ****.

For background, 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 any aspect of the sales transaction with 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 ****** ***** ********** 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. Upon receiving written confirmation of Ms. ****’s request to cancel, Guardian will issue a refund to Ms. **** in the amount of $399.50 for monitoring payments made to date and will cancel Ms. ****’s account. Please note that upon cancellation of monitoring services, Guardian will no longer respond to any signals from Ms. ****’s system.

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

Sincerely,

***** *******, Manager
Dealer Operations

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There is a breach of contract by the company, repair issues, customer services issues,product defect. I have paid for services for over 13+- months. For two months I received services, shortly after that our system continued to fail and we have not been able to utilize our system due to the failure. We have had over 4 technicians at our house to resolve, multiple calls to test system. Over and over when dealing to customer svc. we continue to be handed down the line of supervisors. The last supervisor **** ****** Ext. *****, has made promises and has shown lack of commitment. I was schedule to have another tech. at the house yesterday at noon. No one showed up. 11pm I was called to reschedule for the no show. This company has exhausted my patience. I have asked that they cancel services, but they want to charge me cancellation fees. I did not break contract. This company has broke contract by not providing services, and has robbed me a monthly payment for services that have not been rendered, has robbed me of my time, and has caused me stress. This is unfair that a customer has to go through this continuous mount of effort and still has to bit the bullet. This is my last attempt... I want services cancelled and NO fees applied. I'm tired. I don't anymore time to spare

Desired Settlement: Cancel services without any fee's. Delete any outstanding bills. (I have refused to pay for the last few months due to the company never coming out to resolve/fix issue.

Business Response: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Ms. ****’s concerns.

For background, 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 any aspect of the sales transaction with Ms. ****. Ms. ****’s system installation and activation was also conducted directly by ****** ********. ****** ******** 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 Ms. **** engaged ****** ******** by way of an Authorized Dealer Sales and Installation Agreement (“Agreement”) dated February 1, 2013. The initial term of the Agreement is three (3) years. Ms. ****’s system was activated on February 1, 2013.

Ms. **** has expressed she is unable to utilize her security system due to equipment failure. Guardian sincerely regrets the issues Ms. **** has experience and apologizes for any inconvenience. Upon receipt of your letter, Guardian reached out to Ms. **** directly in an effort to address and resolve her concerns. During that conversation, Guardian agreed in good faith to waive the current balance due on Ms. ****’s account. Guardian’s representative further offered to schedule onsite service at no charge to fully inspect the system and make any necessary repairs; if Guardian is unable to resolve the communication issues with Ms. ****’s system while onsite, Guardian will agree to release Ms. **** from all remaining obligation under the Agreement without further payment. Ms. **** has agreed to Guardian’s offer for onsite service. Please be assured that Guardian will continue to work closely with Ms. **** until her concerns have been resolved to her complete satisfaction.

Thank you for 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.  

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, when my alarm went off after my front door was kicked in it took guardian longer than 3 minutes to call me to see "if I wanted authorities called". 25 minutes later the cops showed up. Too late of course. The intruder was gone and thank god my children and I were not homeSecond, they only move you alarm system if you move within the first year. Would haw have great if the sales people didn't lie and told the truth. I was told anytime through out my contract the system could be moved. But nope! Third, when I tried to get things taken care of like end the contract because they wouldn't move it to tell me a cost to move it and continue my contract they just sent me to collections and want me to pay over $3000.00. For what???? Crap alarm service, crap customer service, and make money off hardworking people. I don't think so. I'm very very upset and will do everything I can to spread the word about this company.

Desired Settlement: Just cancel the contract and remove unnecessary charges.

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. 

 

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”) on March 16, 2013 for an initial term of sixty (60) months.  

 

On July 19, 2014 with forty-five (45) months remaining in the initial term of her Agreement, Ms. ****** advised she had moved from the monitored premises.  Guardian’s representative offered to relocate security services to Ms. ******’s new home however Ms. ****** elected to contact the new tenant to determine if they wished to activate monitoring services under a new Agreement which would relieve her from further obligation. In the interim, Guardian agreed to discontinue monitoring services at the premises and informed Ms. ****** that billing would continue through the end of the initial term. 

 

Guardian subsequently made numerous attempts to contact Ms. ****** to follow up with her decision on relocation. Guardian received no further contact from Ms. ****** until receipt of the subject complaint. 

 

Ms. ******’s letter expresses dissatisfaction related to Guardian’s response to a burglary alarm signal received from her home prior to relocation. Guardian has conducted a thorough analysis of the event in question and offers the following information.

 

On May 7, 2014 at 3:44:35pm, Guardian received an alarm from Ms. ******’s residence indicating an activation of Zone 2, the Front Door. Three (3) seconds later at 3:44:38pm, Guardian contacted Ms. ******’s premises through her Voice Link intercom system in an attempt to verify the condition pursuant to industry protocol and FARA (False Alarm Reduction Association) standards.  Guardian was unable to reach Ms. ****** or any authorized contact through the Voice Link system and as such, Guardian dialed Ms. ****** at her designated telephone number at 3:46:11pm. Ms. ****** answered the call at 3:46:44pm and requested that Guardian notify the police of the alarm event. Pursuant to Ms. ******’s instructions, Guardian dialed the ********* ******* ** Police Department at 3:47:47pm and requested immediate dispatch.  The entire sequence above took place within three (3) minutes of receiving the initial burglary alarm signal. Guardian’s response to this signal was not only consistent with Ms. ******’s best interests and life safety in mind, Guardian’s response was also consistent with security industry standards and response protocol established for that signal type.

 

Ms. ****** also expressed dissatisfaction with the police department’s delayed response to the event in question.  Respectfully, Guardian has no control over the length of time it takes for police or other authorities to respond to an alarm event. This is specifically addressed in Section 3.3 of Ms. ******’s Agreement which states, “We have no control over the response time or capability of any agency or person who may be notified as a result of the system being used and we make no representations or warranties as to the promptness of their response, if any.”  Additionally, Section 16(F) states, “It is difficult to determine in advance how fast the police or fire department or others would respond to an alarm signal.”

 

Upon receipt of the complaint, Guardian reached out to Ms. ****** to discuss her concerns directly. During that conversation, Guardian offered to relocate monitoring services to Ms. ******’s new residence in exchange for execution of a new 42-month Agreement and payment of a $245 installation fee. Upon execution of the new Agreement, Guardian agreed to waive the balance currently due on Ms. ******’s account. Ms. ****** has accepted Guardian’s offer and expressed her satisfaction with this resolution.


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

 

Sincerely,

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

Account Management Department

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had Guardian installed in a townhouse that was under construction. I met with Guardian representative who I do not remember explaining the 60 month contract. He was too busy selling all of the upgrades, of which I was not interested. I also had my mother accompany me to this meeting. I was not aware of the 60 month contract until I tried to cancel the security services. At activation, the service man had no idea how to set alarm with cell phone, and gave me the instructions to do it myself. Well that did not work correctly from day one. I called the alarm system assistance number a few times, who told me what to do, and each time it did not work, and then she wanted to me to arrange for a service call to my home and charge me for the service call. I did not, as I was disgusted. I have since sold townhouse, and received a certified letter stating service was canceled, and then received a paper bill in mail with a $1.00 service charge for paper billing. This is the worse company to deal with. Throughout this process and upon leaving messages, there is a 2 day wait to receive a return call. Guardian wants me transfer service to a new location or have the new buyers sign on and have service transferred to them. Someone from Guardian contacted the buyers, but I was told that since there was no record of this in my file, that my contract could not be canceled. I will never ever have Guardian services again. What they promise and the reality are definitely different. I don't feel as though I should be responsible for balance of contract, and paying for something I was unaware of. Today, I called and asked a customer agent the balance on account and she gave me the wrong amount, until I questioned where that number came from. All phone calls to this company take way too much time to reach a live person.

Desired Settlement: Contract canceled.

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

For background, please note that Ms. ********* originally met with Guardian in May 2012 to review products and services that were available for her new home, which was under construction at the time. Guardian presented various products and services for her consideration, after which Ms. ********* decided to engage Guardian to install electronic security hardware in her new home and provide 24-hour security monitoring services. In order to memorialize the specifics of her transaction with Guardian, Ms. ********* executed a Residential Monitoring Agreement (“Agreement”) on May 16, 2012. The initial term of the Agreement was clearly designated as 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.

Additionally, during the sales process Ms. ********* was provided with three (3) business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Ms. *********’s written acknowledgment in the Notice of Cancellation form which is a separate document. When Ms. ********* did not cancel her transaction, Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing, installing and activating her system and 24-hour monitoring services. Ms. *********’s system was installed and activated on September 11, 2012.

Ms. *********’s letter expresses dissatisfaction related to the use of her cell phone to activate/deactivate her alarm system and further expresses that a “number” of calls to Guardian for assistance did not resolve the issue. Upon receipt of your letter, Guardian conducted a thorough review of Ms. *********’s account including a review of all telephone conversations. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Our records indicate Ms. ********* contacted Guardian on November 29, 2012 to inquire which application should be downloaded to enable her to activate and/or deactivate her security system through her cellular telephone. Guardian’s representative assisted Ms. ********* by providing that information to her. Subsequent to November 29, 2012, Guardian received no further requests for technical assistance from Ms. ********* related to any aspect of her security system.

Guardian received no further contact from Ms. ********* until July 2, 2014 at which time she informed Guardian that she was moving from the monitored premises. Guardian’s representative 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.

On September 11, 2014, Ms. ********* informed Guardian that she did not wish to relocate services to her new residence. Ms. ********* further requested that Guardian contact the new homeowners to determine if they wished to activate monitoring services under a new agreement. Guardian made several attempts to contact the new homeowners through their real estate agent, however to date Guardian has not received a return call from any party.

Guardian spoke with Ms. ********* on October 16, 2014 and informed her of the status of her account as well as the early termination fee required to cancel her account prior to the end of the initial term. Guardian received the subject complaint shortly thereafter.

Ms. ********* has expressed, “I don’t feel as though I should be responsible for balance of contract” due to her relocation. It is important to note that Ms. *********’s relocation from the monitored premises did not alter her legal obligation pursuant to the terms of her Agreement. Ms. *********’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.”

Upon receipt of your letter, Guardian contacted Ms. ********* directly to facilitate resolution of her concerns. Notwithstanding the above, in a good faith effort to assist Ms. *********, Guardian offered to accept a reduced early termination fee and further offered to accept that amount in monthly installments until the balance is paid in full. Ms. ********* accepted Guardian’s offer and agreed to remit the early termination fee in monthly installments. Upon Guardian’s receipt of the final installment payment, Ms. *********’s account will be cancelled and her obligations under the Agreement will end.

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

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,

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

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Guardian Protection Services on or about 9/15/14 to cancel my service that I paid on automatically for many years and did not use. The agent tricked me into signing (on line) for another contract. At the time, I was in a hurry and did not read the agreement. I didn't realize that it was for another 5 years at $20/month. I will be retiring in a few months and called again to ask them to correct my mistake of agreeing to something I didn't understand over the phone. They have told me that I will be billed for the entire amount of this contract and will not cancel it. I can't pay this and they have threatened that it will be an uncollected bill on my credit report. Please help with this. Thank you!

Desired Settlement: Cancel this agreement/contract.

Business Response: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. *******’s complaint. Guardian appreciates the opportunity to address her concerns and facilitate resolution.

Ms. *******’s letter expresses that she was “tricked” into signing a new agreement in order to lower her monthly rate and that she “didn’t realize that it was for another 5 years at $20/month.” Upon receipt of Ms. *******’s letter, Guardian conducted a thorough review of her account including a review of all recent telephone calls. (Due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) Respectfully, Guardian has found Ms. *******’s assertions to be false.

Our records indicate Ms. ******* contacted Guardian on September 15, 2014 to request the cancellation of her account as she would be retiring and wished to cut expenses. Guardian’s representative reviewed with Ms. ******* the benefits of having 24-hour fire and burglary protection in the home. Guardian’s representative further explained that Ms. *******’s monthly rate could be lowered should she wish to retain monitoring services. Ms. ******* expressed interest in retaining services at a lower rate and Guardian’s representative offered to lower her current rate to $23.95/month. Guardian’s representative further explained that the new rate could be locked in for as long as Ms. ******* desired, whether that be one year or five years, etc. Ms. ******* expressed that she wished to lock in the new rate for “as long as possible.” In response, Guardian’s representative offered to lower Ms. *******’s rate to $23.95/month for five (5) years with five (5) months of monitoring service at no charge. Ms. ******* accepted Guardian’s offer and the five-year term.

Guardian: “So you wanted to go ahead and do it and drop it down to $23.95 for 5 years?”

Ms. *******: “OK.”

Shortly after accepting Guardian’s offer for a lower rate, Ms. ******* inquired, “What happens after the five years?” Guardian’s representative explained to Ms. ******* that her new rate would be locked in for the initial five-year term after which it may be eligible for a rate increase once her agreement entered the renewal stage. Ms. ******* then inquired if the rate could be lowered further than $23.95/month. After reviewing Ms. *******’s request with a supervisor, Guardian’s representative offered to lower Ms. *******’s current rate to $19.95/month for a five-year term.

Guardian: “I did go ahead and get approval to go ahead drop that rate a little bit further down to $19.95 a month before taxes. So we can go $19.95 a month for the five years. That will be locked in for five years.”

Ms. *******: “OK.”

Based on the above information, Guardian can find no indication that its representative “tricked” or misled Ms. ******* in any way related to the five-year term of her new agreement. To the contrary, Guardian’s representative clearly defined the five-year term on several occasions during his conversation with Ms. *******. Further, Ms. ******* clearly acknowledged her understanding that she was accepting a lower monthly rate for a term of five-years.

Guardian discussed the above findings directly with Ms. ******* on October 17, 2014. Ms. ******* acknowledged her understanding of the above information and stated that she simply cannot afford monitoring services any longer. While Guardian maintains its legal right to pursue fulfillment of Ms. *******’s agreement, in good faith Guardian agreed to cancel Ms. *******’s account pursuant to her request. Said cancellation became effective October 17, 2014. Ms. ******* has expressed her complete 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

Consumer Response: I never said that I wanted to continue any new arrangement for "as long as possible".  I also never acknowledged my understanding of the new terms of this contract.  They should not pressure customers to sign electronically, but rather send the agreement out by mail so they have time to review the new terms of the contract.

However, I am grateful that the manager at Guardian has agreed to cancel this contract.  Thank you for your assistance with this matter.

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

Regards,
**** *** *******

10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had to use Guardian Protection Services to do the wiring on our new home purchase because that is who our home manufacturer uses. In the meeting to go over the wiring, they sold us on a home security system. What the representative failed to disclose was that by signing up for the home security system, we were committing to a full 5 years of monitoring services from Guardian. There was a section where we had to initial multiple items and one of them was that we agreed to the terms. This however was not verbally disclosed by their representative. I feel that something of that magnitude should not be glossed over. I can't tell you how many pieces of paper we had to sign and initial when getting this house. Also, the contract states that we only had three days from signing the contract to terminate the agreement. The house had not even been built yet. How are we supposed to know if we like the system or their service if it does not yet exist? I feel this is also a poor business practice. Calls to their customer service resulted in having them send a copy of the contract and basically threatening to send us into collections if we refuse to pay for their service. We are still in the free six month monitoring period. We do not like the service. Why can we not cancel a product/service we do not like? It was billed as a free trial, not something we were stuck with for five years.

Desired Settlement: Termination of the contract.

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

 

For background, please note that Mr. and Mrs. ******* originally met with Guardian in September 2013 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 Mrs. ******* 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 Mrs. ******* executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 25, 2013 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. ******* acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. ******* also executed the Agreement by affixing their signatures at the bottom of the form.

 

Additionally, at the time of sale Mr. and Mrs. ******* were provided with three (3) full business days to review documentation as well as alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The *******s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement.

 

Upon receipt of your letter, Guardian’s General Manager contacted Mrs. ******* directly to discuss her concerns. During that conversation, Guardian’s General Manager apologized to Mrs. ******* for any confusion related to the initial term of the Agreement.  In a genuine effort to resolve the *******s’ concerns, Guardian offered to reduce their initial term from sixty (60) months to thirty-six (36) months. As an additional gesture of good faith, Guardian offered to waive monitoring fees for an additional three (3) months, thus providing the *******s with monitoring services at no charge for the first nine (9) months of the initial term of their Agreement.  Mrs. ******* indicated she wished to review this offer with Mr. ******* and would contact Guardian with their decision.  Guardian has made several subsequent attempts to contact the *******s to follow up, however has been unable to reach them to date. 

 

Guardian believes the above offer to be fair and reasonable and is hopeful the *******s will concur.  Should the *******s wish to accept, they may do so by contacting me directly at the telephone number listed below. Guardian values the *******s as customers and appreciates the opportunity to regain their satisfaction in the services we provide.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

10/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a guardian customer since 2006. Guardian protection installed the wiring in my house along with the security system. I was pleased with their service and when I received a coupon to upgrade my system to an interactive system with cameras I was very interested. I called and had the wireless camera installed on the exterior of my home. I wanted a camera in this area because it covers a blind slide of my house. I felt that the motion censored camera would record any activity including lurking around my home or even worse, if the person actually entered or attempted to enter my property in that area. My troubles begin with the upgrade to the camera in March of 2012. The initial installation was an indication of what lie ahead. The technicians told me that the cameras were new products for them and they really didn’t know all the technology that was required for the camera to operate. I have had approximately 9 services tickets over the past 30 months of my (60) month contract (3/30/2012, 5/12/2012, 5/31/2013, 6/25/13, 9/2/2013, 11/6/13, 6/13/14, 7/11/2014, 8/22/2014). My camera currently doesn’t record on motion and it has not for several months. I have taken off from work on 3 separate occasions i the last two months and the camera still does not record on motion. I have asked at least 3 ***es in the last few months to have Guardian Protection terminate the remaining 30 months of my contract and they refuse to do so. The company personnel (******** *** ***) offered me a resolution of reducing the remaining payments for the cost of the camera which equals about half; however, I would not be able to purchase a security system with a working camera for another 30 months. They always say they (******** * ***) don’t have the authority to cancel my contract, but they refuse to connect me with someone that does. I am stuck with a product that Guardian has purchased from ********* that does not work, at no fault of my own. I think this entire situation is absurd. The customer loyalty technician (***) wants to continue to run service calls to my home to try to figure out why the system will not work instead on conceding that they do not know how to fix the problem. The last technician was in my home for 3 hours talking to the technicians in the office over the phone and when he left the camera still does not record. He was supposed to have had the absolute fix for the problem; however, the part he brought was a part I already had. Now, Guardian customer support personnel say I need another part called a “repeater.” I have informed them that I am no longer interested in the system being fixed. I need this contract cancelled. As a “valued” customer of guardian for the past 8 years and an innocent consumer, I am being punished for their inability to resolve this problem. I feel I have purchased a product that is a “lemon” and I should no longer to bond to a contract for a product that does not work properly. I want the remaining 30 months of this contract cancelled which equals $59.95 plus $3.39 tax per month ($1,770). The customer service person just told me that the camera I feel I am being taken advantage of because I am a single female. I purchased does not record on motion;even though, that the reason I purchased it.

Desired Settlement: I want the current contract I have for monitoring to be cancelled so I can purchase a camera from another vendor that records on motion as well as, the other interactive features.

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

 

Ms. ******* expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. ******* to discuss her concerns directly. In light of Ms. *******’s unique circumstances, Guardian has in good faith agreed to accept Ms. *******’s request to cancel her account and all remaining obligation.  A credit of $60.76 has been applied to Ms. *******’s account and cancellation will become effective September 24, 2014.  Ms. ******* has expressed her satisfaction with this resolution. Guardian regrets losing Ms. ******* as a customer and would like to apologize for the issues she experienced.

 

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

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales Rep for Guardian advised that this was a 2 year contract however the buried on the 5th page in tiny writing this is a 5 year contract. The sensors stop working for my front door and sliding door the main entrances that is the reason why I have the device by me being a single mother they advised that they are unable to come out over the weekends to fix the issue and I would have to call them and schedule a time Mon-Fri between the hours of 8-5pm which they do not mention in the contract. According to the contract the state that they are providing protection to my home they are in contempt of this contract seeing as how my home currently is unprotected due to non working sensors. I have called serveral times about this issue and documented it I have also inquired about the termination fee and it appears that I'm not the only customer they have gotten all customers have been advised that they were on two year contracts only to find out that they are on 5 years with the only option to terminating the service is paying the remainder of your contract in the contract it advises that this is just a montioring fee that i would be paying however when inquiring about terminating the service they advised that the system cost $1220.00 on top of 20% of my remaining monitoring fee which isn't referenced in the contract this whole contract is fabricated and deceitful this company should not be allowed to operate and taking advantage of a customer who is seeking security when they are the robbers themselves.

Desired Settlement: I would like the service to be provided that they advised of in their contract if they expect for me to pay for a service then they need to provide the service. I would like my contract that was verbally stated of 2 years to be in effect and not one hidden in tiny writing that the salesrep clearly checked after I had already signed. I would like my 24 month contract not a 60 year contract. If this doesn't happen i would like for this to stay on their BBB file so that future customers are scam .

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 Ms. ********’ complaint, Guardian conducted a thorough review of her account. Our records indicate Ms. ********’ initial transaction with Guardian occurred on December 29, 2012, at which time she 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.  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.

 

A “Notice of Cancellation” form, which bears Ms. ********’ signature, was also provided at the time of sale.  This form serves to document that Ms. ******** received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period.  During that timeframe, Ms. ******** possessed the option to cancel her transaction with no further obligation.  Ms. ******** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.

 

Ms. ********’ letter expresses dissatisfaction regarding Guardian’s hours of availability for onsite service.  Please note, Guardian’s service hours are specifically set forth in Section 10 of Ms. ********’ Agreement which states, “The Company will do work only during the Company’s normal business hours of 9:00 a.m. to 5:00 p.m. on weekdays excluding holidays.” Guardian apologizes to Ms. ******** for any confusion or inconvenience. In a genuine effort to accommodate Ms. ********, Guardian scheduled and conducted onsite service at her residence on Saturday, September 20, 2014 at no charge to her. During the service appointment, Guardian’s technician adjusted the transmitters for the Zone 1 (front door) and Zone 3 (kitchen slider). Prior to departing the residence, Guardian’s technician tested the zones and confirmed receipt of all signals in Guardian’s central monitoring station. 

 

Subsequent to the onsite service appointment, Guardian contacted Ms. ******** directly to address her concerns related to the initial term of her Agreement.  In a good faith effort to bring swift resolution to this matter, Guardian offered to reduce the initial term of Ms. ********’ Agreement from sixty (60) months to thirty-six (36) months. Ms. ******** has accepted Guardian’s offer and has expressed her satisfaction with this resolution. 

                                                  

It is my hope that this letter has sufficiently addressed all questions related to this matter. Thank you for allowing Guardian the opportunity to address Ms. ********’ issues. Should you have any questions, please do not hesitate to contact me at ###-###-####. 

 

Sincerely,

 

**** ***** Manager

Customer Service Department

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We renewed our antiquated system with a more modern system (so we thought). The camera they sold us for $100 requires it to be hardwired into the wall outside. So that, every time our internet is out, or the system fails, someone has to come out and take it off the wall and connect it to our router in our spare room. When it was installed, we were told this was the only camera which would suit our outside needs. It was $100.00 ***** installed it, and we should have known, when he asked US for an Ethernet cable and longer screws to install it, there would be problems. There were. It failed later that night. We had Guardian's Partner ********** ****** (******* company) come out again. They missed their window between 8-12. After three calls to Guardian, ***** finally showed up and gave excuse after excuse. He not only failed to install correctly, with the correct bolts to lock it down, but he insulted me by calling me a liar. The system worked for half a day, we called again, specifically stating ***** from ********** ****** was not to come on our property. Appointment was set three days prior to appointment. 8-12pm Are you sensing a theme? Yes, Failure to show up again. Three calls later, my husband talked with ****** **** ***** **** *****. They were sorry, but ***** is the only person who knows how to configure the cameras. HUH? Your company only has 1 person, (a tech) to configure your products? What if he quits, gets hurt, etc. "Sorry all, ********** ****** has no way to install anything because our tech quit." We were told we would have to have him come or nothing. We said, pull all of it out. They said it will be a $1200 early termination fee. For what? They never delivered a working product and the person who they wanted on our site, is not welcome. If they cannot provide someone else, why is this my concern? Still a failure to deliver goods and services.

Desired Settlement: I want out of my contract. Guardian and its subsidiaries/partners have proven they are not able to service the needs of my community or us. They have a system (camera) which is antiquated and non-responsive. They have wasted two days of work, waiting for a service person-twice. They will not allow us to cancel the contract they offered us stating they cannot complete the "repairs" because we will not allow the tech on site. Sorry he insulted me and lost the ability to insult me 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 ********** ******. Ms. ***** account is among those for which Guardian provides these services. ********** ****** 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 ********** ******** 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. ****’ letter expresses dissatisfaction regarding onsite service conducted at her residence by a ********** ****** technician. Upon receipt of Ms. ****’ complaint, Guardian contacted Ms. **** and offered to schedule onsite service with a Guardian technician to address the issues with her system.  Ms. **** accepted Guardian’s offer and an appointment has been scheduled for September 29, 2014.  Please be assured that Guardian will continue to work closely with Ms. **** and ********** ****** to ensure that Ms. ****’ concerns are fully addressed and resolved to her satisfaction.

 

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

 

Sincerely,

 

**** ****, Manager

Customer Service Department

10/7/2014 Problems with Product/Service
9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I keep getting called about the cellular going down on my alarm system, they at first told me that someone would call and schedule a service appointment in 2 days, 2 1/2 weeks later they called and scheduled an appointment. On the day of the appointment I was home waiting (told me between 12 and 2) at 2:30 I called them they laughed and said the person coming to the house had an emergency. Nobody called me they rescheduled for the next day technician came out told me the problem was fixed 2 days later I received a call and told me my cellular device is out again.

Desired Settlement: Fix the alarm or get me out of my contract so I can go else where

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

 

For background, Ms. *****’ account came to Guardian by way of an Authorized Dealer known as *** ********* *** (“***”). As such, all aspects of Ms. *****’ 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.

 

Given that the nature of Ms. *****’ concerns relate to onsite service conducted by ***, Guardian notified *** without delay and provided them with a copy of the complaint. Guardian has been informed that *** immediately contacted Ms. ***** and offered its sincerest apologies for the confusion and inconvenience related to recent onsite service appointments. Guardian was also informed that an *** technician returned to Ms. *****’ residence on September 19, 2014 at which time the technician installed a WiFi chip which increased signal strength. Prior to departing Ms. *****’ residence, ***’s technician tested all zones and confirmed receipt of all signals in Guardian’s Central Monitoring Station. *** is a premier security provider and Guardian is confident that *** will continue to work closely with Ms. ***** to resolve her concerns to her complete satisfaction.

 

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

 

Sincerely,

 

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

Dealer Operations

 

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.

 
This is totally unacceptable I pay guardian each month for service, why are they pushing this towards ***, Guardian should except responsibility my alarm has not been working properly for 3 weeks I should be reimbursed for that time frame I signed up for Guardian it's their responsibilities to ensure it works and whoever they contract with is Guardians problem no mine.

Regards,

***** *****

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Thursday, August 21st, I called Guardian Protection in an effort to simply schedule an equipment upgrade. Making an appointment for a service call should be a quick, easy and a pleasant task not a prolonged hassle and complete inconvenience as Guardian has demonstrated in this horrible example of poor customer service. In the past, I have scheduled multiple service calls to my home for cable companies, appliance repair, plumbers and even the city water department ALL of which work WITH the customer to accommodate the needs of the PAYING customer not attempt to make the customer work around the company. In my interaction on Thursday, I spoke to a call center representative who merely read scripts and offered meaningless empathy and did nothing to resolve my dilemma. I asked to speak to a supervisor, and was connected to ****. Again, I explained to her I have limited daytime availability during the week, and would gladly schedule my equipment upgrade appointment on ANY Tuesday or Wednesday from 8am to Noon, or anytime on a Saturday. She took my contact information and was going to coordinate with the actual technician department for a resolution. Today, I receive a phone call from her telling me the company is unwilling to accommodate the needs of their customer. At this point, I am almost sorry I renewed my contract with this company. Guardian Protection falsely alleges they provided excellent customer service on the first page of their website Guardian has received an "A" rating, meeting the BBB's high standards for trust and performance in customer care and an ******** **** ***** ******* ****** honors excellence among service providers that have maintained a superior service rating. Guardian home security systems are among those which validate the excellence of the top 5% of businesses on ******* ****. These statements are either gross exaggerations or completely fraudulent claims. I contacted a competitor, ***, inquiring about service. They can schedule ANYTIME!

Desired Settlement: Service has been nothing but a nightmare since day one with this company. This is our last attempt to see an example of this "award winning" customer service before we TERMINATE our contract for breach of service and become customers of ***. We demand an appointment to upgrade our service on ANY Thursday from 8am-12pm, or ANY Saturday anytime - one would think someone in the company could make this simple request happen. Again, empowerment and incredibly poor customer service.

Business Response: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. *******’s complaint. Guardian appreciates the opportunity to address his concerns and facilitate resolution.  

 

Mr. *******’s letter expresses dissatisfaction related to the scheduling of onsite service to upgrade the security system in his home. Guardian extends its apology to Mr. ******* for any inconvenience. 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. 

 

Upon receipt of your letter, Guardian contacted Mr. ******* directly.  During that conversation, Mr. ******* confirmed his availability for onsite service appointments. Subsequently, Guardian was able to schedule onsite service during the timeframes requested by Mr. *******.  An onsite service appointment has been scheduled for Tuesday, September 23, 2014 at 8:00am. Guardian has reached out to Mr. ******* to confirm this appointment is at a time convenient for him but has been unable to reach him as of the date of this letter.  Guardian will continue to reach out to Mr. ******* to ensure the service appointment scheduled for September 23rd will accommodate Mr. *******’s availability. 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,

 

**** ****, Manager

Customer Service Department

9/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I THINK THAT IT IS UNFAIR TO CHARGE ME A CANCELLATION FEE OF MORE THAN $600. I had a three-year home security service contract with the Guardians from 2010 to 2013. This noon, when I had the *** company to install a home security system, I got a phone call from the guardians saying that I still have 19 months under the contract including about $33 monthly fee for 19 months. This is because the three-year contract from 2013 to 2016 was automatically renewed as I did not call them to cancel it even thought it was expired. For the last four years. We have never received any letter, email, bill statement or a phone call from the Guardians. However, the monthly bill has been automatically charged from my bank account since 2013, which we failed to notice it. Now the representative from the Guardians told me that I cannot cancel their service until I pay the full-three year service fee. We believe that this is not fair because: 1. The Guardian protection service Inc. has not informed us that we have a renewed contract with Guardians. No one from the Guardians informed us that the contract was renewed until I called them this afternoon. There had been not a phone call or a letter informing us a renewed contract. 2. the salesman did not inform us that the service will automatically be renewed for three years if we do not call them when the term is expired and their cancellation fee is a full three year service fee. The salesman should make it clear and let us to sign our initials in the first contract, that we should call them if we do not want to renew it. 3. we have only used the system for the first five months, but we never get a call or letter from Guardians for the last three years. This made us think that our house was no longer monitored by the Guardian protection service Inc.

Desired Settlement: Cancel the protection service and Wave the cancellation fee.

Business Response: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian values its customers and welcomes any opportunity to address a question or concern. 

 

Upon receipt of your letter, Guardian immediately contacted Mr. **** to discuss the concerns stated in his complaint. During that conversation, Mr. **** was informed that Guardian has implemented additional checkpoints in its account processing protocol to avoid fraudulent cancellation of the customer’s security services by unscrupulous competitors. Guardian has discovered fraudulent activities in the marketplace whereby unscrupulous competitors have attempted to impersonate Guardian customers in an effort to cancel their account with Guardian and convert the customer’s services to their firm. In these cases, the customer was unaware this was occurring. There have been numerous instances whereby these dishonest competitors stated to Guardian customers they were sent by Guardian to “perform an update on their systems” or other such untruthful comments in order to access their system and/or coerce the customer into switching providers. Due to this deceptive activity in the marketplace, prior to Guardian’s cancellation of a customer account or discontinuance of 24-hour security monitoring services, Guardian performs additional steps to ensure it is the actual customer making the request. Sometimes this requires more than one conversation with the customer, as in the case with Mr. ****. 

 

Please note that Guardian is actively investigating each instance potentially involving any type of deceptive practice or fraudulent solicitation of Guardian customers and has engaged legal counsel to aggressively pursue individuals perpetrating such activities.   

 

Guardian sincerely apologizes to Mr. **** for any confusion or inconvenience and extends its appreciation for his understanding. Guardian has discussed this matter directly with Mr. **** and has resolved his concerns to 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

Consumer Response:


Better Business Bureau:

 

 

I have reviewed the response made by the business in reference to complaint ID ********.   

I have, however,  received a letter from the Guardians dated Sept. 8, 2014, which informed me that a payment of $690. 27 will fully satisfy the agreement and release me from further contractual obligations.  

On Sept. 9, 2014,  Mr. ****** from the Guardian Protection Services Inc. called and told me that the Guardian protection services Inc will cancel my home monitoring service agreement with the Guardian protection services Inc and release me from further contractual obligations without charging me a payment of $690.27.  Therefore, I reject the response in their letter, but sati