Guardian Protection Services Inc Reviews (758)
Guardian Protection Services Inc Rating
Description: 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
Address: 174 Thorn Hill Rd, Warrendale, Pennsylvania, United States, 15086-7528
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www.stinn.com
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Review: I called Guardian several times complaining about their faulty equipment. The company had a technician come to my home to repair the faulty equipment, but to no avail the problem still persist. The company called my home and my sister's home many times falsely, because to the faulty equipment. Also the two way information box continued to receive radio signals all hours of the night. I was told by the technician that this could not be fixed, therefore I had him disconnect the box so that my family and I may rest at night.
Due to the recurring problem I decided to ask to be released from my contract with Guardian. I no longer felt safe with the equipment they have installed in my home and had to seek new service elsewhere. Furthermore, I was under the impression that in my closing fees for my home in August 2012 I paid for the equipment and wiring service, therefore I don 't understand what additional fee is being applied to the monthly fee for cancelling their poor and unsafe service.
I informed Guardian that I will no longer require their service after August 2017 and that I will send a certified letter stating so. Guardian informed me that they would not accept my letter. If I don't feel safe and am not satisfied with their service after several service calls I don;t understand why they are so unwilling to discontinue the contract.Desired Settlement: Cancel services be released from my contract.
Business
Response:
July 8, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’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. For background, please note that Ms. [redacted] originally met with Guardian in March 2012 to review products and services that were available for her new home, which was under construction at the time. Ms. [redacted] 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, Ms. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on March 27, 2012 for an initial term of sixty (60) months commencing from the date of the activation of services. Ms. [redacted] 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. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Ms. [redacted]’s letter expresses dissatisfaction related to faulty equipment and further states that the issues have persisted after onsite service was conducted at her home. Guardian has reviewed its records and found that onsite service was conducted at Ms. [redacted]’s residence as follows:May 11, 2016 - Guardian’s technician found loose wires at the 1st floor carbon monoxide detector and the control panel. The technician re-wired both devices. May 18, 2016 - Guardian’s technician returned at no charge to replace the carbon monoxide detector. May 30, 2016 - Guardian’s technician returned at no charge to re-wire the carbon monoxide detector and replace the two-way voice module. On June 4, 2016, Ms. [redacted] contacted Guardian and requested the cancellation of her account citing ongoing issues with her security monitoring equipment. Guardian’s representative offered to schedule onsite service at no charge to Ms. [redacted] to repair and/or replace any faulty devices. Ms. [redacted] declined to schedule onsite service and reiterated her request to cancel. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian’s representative explained that amount to be $1,607.84. Ms. [redacted] disputed the amount quoted to her. On June 24, 2016, Ms. [redacted] spoke with Guardian and reiterated her request to cancel the account, again citing ongoing issues with the system. Guardian’s representative reiterated the previous offer to schedule a service appointment at no charge to evaluate and repair any issues however Ms. [redacted] declined. Guardian’s representative explained that the account could not be cancelled until the end of the initial term in August 2017. Ms. [redacted] stated she would continue to remit monthly payments until she was eligible to cancel at that time. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian made several attempts to reach Ms. [redacted] to discuss her concerns directly. Regretfully, Ms. [redacted] has declined to speak with Guardian regarding this matter. Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment as she has requested. Should Ms. [redacted] wish to cancel her account, the terms of her Agreement state she may do so upon remittance of an early termination fee. That amount is designated to be $1,684.13. $1,465.00 – deferred payment amount $ 103.87 – 20% of months remaining$ 115.26 – current balance due$1,684.13 Notwithstanding the above, while Guardian maintains its legal right to pursue payment of the full early termination fee, in this instance Guardian will agree to accept the current balance due on the account in the amount of $115.26 to cancel the account and all remaining obligation under the Agreement. This offer is extended until close of business on August 5, 2016 after which it will be rescinded. Alternatively, should Ms. [redacted] wish to continue to utilize her security monitoring system, Guardian’s previous offer to schedule onsite service at no charge remains available to her. Guardian believes the above offers to be fair and reasonable and is hopeful Ms. [redacted] will concur. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted], ManagerCustomer Service Department
Review: We built a new home and were hustled into a contract with Guardian Protection Services during the initial building phase. The salesman used extremely high-pressure sales tactics to get us to sign on the dotted line of the contract. His bag of tricks included fear-based storytelling where he went into the gory details of the crime scenes he had investigated during his time as a police officer. Of course, every one of these cases could have been avoided if the homeowner had a security system on their home. My husband and I fell for the dishonest and fear-based high-pressure sales tactics. We agreed to having a home security system installed during the construction phase of building our home.
The $250 charge for the equipment was rolled into the paperwork for our home as an upgrade. To compensate for the cost of the equipment, we negotiated 6 months of free service. The cost of the service after the first 6 months was $47.64 a month. The salesman told us that we only needed to sign a 24 month contract. We hesitantly agreed to sign the contract because 24 months is a long time and we weren't sure how the service would be with Guardian Protection Services.
The salesman told us that we needed to have a landline phone in our new house to run the monitoring service, so we had one installed (paid extra with the homebuilder). We only used the land line for our Guardian Protection Services monitoring.
After fulfilling the 24 months of service on our contract, my husband and I discussed canceling our contract with Guardian Protection Services, but ultimately decided to continue service on a month to month basis because we knew we would be traveling a lot in the coming months as our son joined the [redacted].
It has now been 39 months that we have been with Guardian Protection Services. I called today to cancel my service because we no longer want the service. I was told that our contract was for 60 months and that I would need to pay over $1100 to cancel the contract early. I insisted that we only signed a 24 month contract, but the "loyalty representative" insisted that we signed a 60 month contract. I explained to him that we no longer have a land line and we cannot use our services. He replied that we do not need a land line for our services. I explained to him that we specifically had a land line installed in our home when we built it because Guardian Protection Services' sales representative told us that we needed one. I have been paying for a land line for 39 months now that is only used for the monitoring of our system! He rudely insisted that our system is not hooked into a land line and has never used one. Never mind the fact that our system alarm sounded continuously the very second that our land line was disconnected by the phone technician.
A few months ago I did call Guardian to inquire about digital services that did not use a land line. I was told by the representative that we would have to upgrade our entire system and pay hundreds of dollars for new equipment. I did not feel that it was worth it. I'm not sure how our system magically converted to an all digital system as the "loyalty representative" told me today that I had.
We also had a door sensor stop working and randomly set off our alarm (in the middle of the night, waking up our young children). When I called to inquire about service, I was told that I needed to pay a HEFTY service and repair fee to have someone come out an look at it. The "loyalty representative" told me today that we have a full warranty on all of our equipment. If that's true, why was I told that I would need to pay a HEFTY service and repair fee? We couldn't afford it at the time so we stopped using the system for many weeks (while continuing to pay the monthly fee).
I DID NOT sign a 60 month contract with Guardian Protection Services (who in their right mind would sign a contract for that long?). I was led to believe that I was signing a 24 month contract by Guardian Protection Services' salesman. I paid for all of the equipment and have faithfully paid for the services for 39 months. We no longer need the service and want to cancel. My equipment is unplugged and we are NOT using Guardian Protection Services.Desired Settlement: I want my service cancelled. I do not want to be billed for any further service as it will not be used. I do not want to pay over $1100 to cancel my service "early" as we were led to believe, by Guardian Protection Services' salesman, that we were only signing a 24 month contract. We have more that fulfilled that contract.
Business
Response:
April 8, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to address Ms. [redacted]’s concerns.
For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in July 2012 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. [redacted] 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. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 12, 2012 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] 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. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.
Ms. [redacted] asserts in her letter that the [redacted]s were “hustled” into signing the Agreement during the sales presentation. Please be assured that Mr. and Mrs. [redacted]’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 Ms. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]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. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative forwarded a full copy of the [redacted]s’ Agreement to Mr. [redacted] at his request. Guardian’s representative also reviewed the Agreement with Mr. [redacted] and explained that the cost of the security equipment was not rolled into the [redacted]s’ mortgage as they had believed. Guardian’s representative further explained that Guardian does not offer a two (2) year Agreement and apologized for any confusion. Mr. [redacted] disputed the information provided to him.
Respectfully, Guardian is unable to cancel Mr. and Mrs. [redacted]’s account without further payment. Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.
The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $1,653.79. However in a genuine effort to resolve the [redacted]s’ concerns, Guardian will accept a drastically reduced (70% reduction) early termination fee in the amount of $496.14 which will allow Guardian to recover the costs expended in the [redacted]s’ account. Upon receipt of payment of the sum of $496.14, Guardian will cancel the [redacted]s’ account and they will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. This offer is extended until close of business on June 6, 2016 after which it will be rescinded.
Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department
Consumer
Response:
On Thu, May 26, 2016 at 12:45 PM, [redacted]> wrote:Mrs. [redacted]
Review: When I was solicited for an alarm system and monitoring I was lied to by salesperson on multiple issues. She stated it was a 3 year contract but I found out about a week later it was actually a 5 year contract. I was very unhappy but I was accepting it. The sales women told me that we should get the two way voice on the system. I did not want but she said at any time we could discontinue. I tried calling to discontinue and I was told that I cannot downgrade service until 12 months within contract expiration. I was very mislead. Also, three of our door sensors have fallen off. Very low budget system.Desired Settlement: I want my monthly fee downgraded to exclude the two way voice option and lower my bill to the option I initially wanted and was told I could get at any time.
At the time the price was $36 for the package I wanted.
Business
Response:
August 2, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’ 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. [redacted] has expressed discontent with his monthly monitoring rate and has requested a reduction by cancelling his Voicelink option. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accommodate Mr. [redacted]’ request. Upon cancellation of the Voicelink feature, Mr. [redacted]’ monthly rate will be reduced from $47.95 to $39.95. Guardian has left several voicemail messages for Mr. [redacted] to review this matter with him directly, however Guardian has been unable to speak with him to date. Guardian remains hopeful that the above gesture will completely satisfy Mr. [redacted]’ concerns. Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted], ManagerCustomer Care Department
Review: I am an existing customer with Guardian Protection Services and my A/C is 927423. I was in PA when I started with Guardian Protection Services with 3 years contract. Unfortunately I have to move to Texas 2+ months back due to my job situation. I have 15 more months left on my contract when I moved to Texas. I called the Guardian customer service 2 months back and explained them that I will be paying the monthly fee until I close the home. We are closing our home in PA on 10/27/2016 and today when I called them to cancel the service from 10/28 they are demanding to pay the remaining 15 months payment. Our options are 1.Cancelling the contract without any penalty as we moved out of the state 2 Continue with Guardian Services after we purchase a home in Texas provided the Services in new home are at par with our old home and no additional costDesired Settlement: Here are our options
1.Cancelling the contract without any penalty as we moved out of state
2. Continue with Guardian Services after we purchase a home in Texas provided the services in new home are at par with our old home with no additional cost except the monthly fee
Business
Response:
October 26, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – ID #[redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian appreciates the opportunity to provide response and address this matter. For background, Mr. [redacted]’s initial transaction with Guardian occurred on October 20, 2014 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 however Mr. [redacted] executed a Residential Addendum on June 20, 2014 lowering the initial term to thirty-six (36) months. On July 28, 2016 with seventeen (17) months remaining in the initial term, Mr. [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services to his new apartment. In a good faith effort to assist Mr. [redacted], Guardian explained that services could be transferred to a friend or family member, or that the new homeowner could activate services under a new agreement which would relieve Mr. [redacted] of any remaining obligation. Mr. [redacted] expressed he wished to determine if the new homeowners would like to activate service before making a final decision. Guardian received no further contact from Mr. [redacted] until October 15, 2016 at which time he requested the cancellation of his account. Mr. [redacted] further stated that he was unable to transfer services to his new apartment and the new homeowners did not wish to activate services. Guardian’s representative explained to Mr. [redacted] that fifteen (15) months remain in the initial term of his Agreement and he was ineligible to cancel the account absent payment of an early termination fee. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to place billing of the account in an inactive status for three (3) months to allow Mr. [redacted] time to secure a new home. Mr. [redacted] requested that Guardian relocate services to his new home at no charge to him. Guardian’s representative politely explained that a relocation fee would apply. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter. Upon receipt of Mr. [redacted]’s complaint, Guardian contacted him to discuss his concerns directly. During that conversation, Guardian’s representative explained that Guardian is unable to promise relocation at no charge until Mr. [redacted] secures a new home and Guardian is provided the opportunity to determine his security needs. Guardian’s representative again offered to freeze Mr. [redacted]’s account for a period of three (3) months which will allow him the opportunity to settle into a new home, with the possibility to freeze the account for an additional three (3) months if necessary. If Mr. [redacted] has not secured a permanent home within the next six (6) months, Guardian will agree to accept a reduced early termination fee of $375 to cancel his account. Mr. [redacted] accepted the offer to freeze the account however disputed the early termination fee and offered to remit $200. Guardian’s representative explained to Mr. [redacted] that due to the investment made in his former home, Guardian is unable to accept any further discounts to the early termination fee. Subsequent to that conversation, Guardian did speak with the new homeowners who expressed interest in activating services under a new Agreement. Should that occur, Mr. [redacted] will be released from all remaining obligation. Please be assured that Guardian will continue to work closely with the new homeowners and Mr. [redacted] to ensure this matter is resolved in a manner that is fair and reasonable to all parties. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Kathleen V[redacted], Director Account Management Department
Consumer
Response:
The acceptance is contingent to the New buyers transferring the service on their name. If the buyers are not willing to accept then I do not agree to pay $375 as mentioned. Katleen- I respect people in senior positions but at the same time I would have appreciated if you had know the facts and sent the response. Here are the facts1. I reached out to Guardian in June or July 2016 if I remember correctly when I decided to move to Texas and spoke to Kevin. He suggested to wait until the house is sold and if sold work with buyers to transfer on thier name . I politely told him that I will pay until the house is sold and would try my best to transfer on the buyers name if they agree.He also requested to reach out to him once the house is sold and I reached out to him in Oct 2016 as mentioned by you2. It's not Guardian who reached out to the buyers as mentioned by you but its [redacted] who reached out to the buyers and convinced them to take Guardian. Overall I am very unhappy with Guardian Protection services and would not recommend to anybody
Regards,
Review: In June 2016 we had a security system installed by Guardian. After looking the paperwork over, we felt like we had been mislead about the pricing. We had 3 days to cancel, so the next day we faxed a cancellation notice, we also sent a certified letter regarding cancellation. We went to our bank and put a stop payment on the charges. It was over 3 weeks before they came and got the equipment. They continued to try and take money out of our account and we had to keep putting stop payments on it. I have called the company numerous times regarding this and at first they said it was the problem of another company called [redacted] and that I needed to contact them, which I did. We kept getting billed for this and I have called Guardian and [redacted] both numerous times. They have told me that it is in the system that is has been cancelled. But I am still getting notices that we are past due on the account. The last time I called them, they assured me that it was cancelled and that I would not receive anymore bills. On September 14 I received a letter stating that it was cancelled. Then on October 3rd, I receive yet another bill for this. I want them to quit billing us.Desired Settlement: I would like for the company to leave us alone and quit billing us. And want to make sure they know we do not owe this, we cancelled the services and they have picked up their equipment.
Business
Response:
October 6, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Ms. [redacted]’s concerns. For background, Ms. [redacted]’s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby her transaction took place directly with [redacted]. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian was not present during any aspect of the sales transaction with Ms. [redacted]. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Given that the nature of Ms. [redacted]’s concerns relate to the sales transaction which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] has confirmed that Ms. [redacted]’s account has now been fully cancelled. Accordingly, Ms. [redacted] will receive no further billing statements. Both Guardian and [redacted] apologize to Ms. [redacted] for any confusion or inconvenience. Thank you for the opportunity to clarify this matter. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted] Manager Dealer Operations
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: Fraudulent representation by initial contact person. He indicated he was a rep from my then current alarm company. He was not. He indicated a new contract had to be signed since new equipment was installed.
I was not advised of a $10/mo Interactive Service Fee for downloading smartphone app. I was not advised of a $2/mo non-automatic payment service fee.Desired Settlement: I want to terminate the 3 year contract WITHOUT any penalty.
I want a refund of ALL Interactive and Non-automatic payments fees.
Business
Response:
August 2, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and facilitate resolution of Ms. [redacted]’ concerns. For background, the subject security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of the sales transaction took place directly with [redacted] and Mr. [redacted], the contract signer. Guardian was not present during any aspect of the sales transaction with Mr. [redacted]. Further, Mr. [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above. Please note that [redacted] 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 [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Given that the nature of Ms. [redacted]’ concerns relate to the sales transaction which took place directly with [redacted] and Mr. [redacted], her partner, Guardian notified [redacted] without delay and provided them with a copy of the complaint. Guardian has been informed that [redacted] reached out directly to Mr. [redacted] and Ms. [redacted] several times via telephone and email to discuss this matter further. Regretfully, [redacted] has been unable to reach Mr. [redacted] or Ms. [redacted] to date. [redacted] has indicated they need to speak directly with Mr. [redacted] for additional information before they are able to offer a resolution to Ms. [redacted]’ complaint. [redacted] is a respected firm and Guardian is certain that [redacted] will make every reasonable effort to resolve this complaint in a manner that is fair and reasonable to all parties. Should you wish to contact [redacted] directly, they may be reached at: [redacted] Security Management, Inc., [redacted]. Telephone: ###-###-####.Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations
Review: My husband and I have had our alarm system through these people for years. We added onto our house and signed a new contract with them and the company was supposed to come and put in additional equipment. We have had four scheduled appointments with them and no one has showed up. Why would ANYONE pay for a service they are not getting? I have talked to them numerous times and they gave us two months free but what good does that do when we don't have enough equipment to protect our home? I don't want other people to go through the [redacted] I am going through with them. I pay my bill so they should do their part! If I can't get answers from them, surely you can. Thanks so much.Desired Settlement: Either finish the job or let me out of my contract without hurting my credit.
Business
Response:
August 2, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience related to her recent onsite service appointments. Upon receipt of your letter, Guardian immediately dispatched a service technician to Ms. [redacted]’s home on July 19, 2016 at no charge to her. While onsite, Guardian’s technician added five (5) new contacts, one (1) smoke detector and one (1) carbon monoxide detector. The technician also repaired the zone issues on the system and properly labeled each zone. Before departing the residence, the technician conducted a complete test of all zones and confirmed receipt of signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian reached out to Ms. [redacted] several times to inquire if all concerns had been addressed however Guardian has been unable to speak with Ms. [redacted] to date. Again, Guardian apologizes to Ms. [redacted] for any inconvenience and would like to thank Ms. [redacted] for being a valued customer. Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely,Andrew A[redacted], ManagerCustomer Service Department
Review: On August 23, 2016 Guardian Protection installed a security system at our house. On August 29, 2016 at 10:39 pm the alarm system sounded an alarm. We received an alert that the basement window was breached. We received a call from guardian, the guardian representative informed us that if we wanted they would call the police. We agreed to have the police investigate. The guardian rep informed us over the phone that the issue was not a breach rather a faulty siren and they would have to come back to fix the siren. When we informed the rep that the system would not re-arm they were perplexed. We later trouble shoot the issue and informed the rep that the issue was due to poor install of a sensor on the basement window. The rep advise to just tape it back up and that they would send a rep as soon as they could. This experience has been a complete debacle, and has emotionally scared our children, we will not use the system because we don't trust that any other sensors were installed correctly. Guardian refuses to refund us and will only say that they will come back and fix the sensor. How do we know they will fix it right.Desired Settlement: We have only had the system for one week and a 3 day cancellation for convenience does not apply the same as a cancellation for just cause and dissatisfaction. We would like a refund and a cancellation of the contract with Guardian
Business
Response:
September 12, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: 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 Mrs. [redacted]. Mrs. [redacted]’s letter expresses discontent that her security system has not functioned properly since installation in August 2016. Upon receipt of the subject complaint, Guardian immediately reached out and spoke with Mr. [redacted]. During that conversation, Guardian’s representative offered to schedule a technician at no charge to evaluate the system and make any necessary repairs. Guardian’s representative also offered to change the initial term to a month-to-month commitment. Mr. [redacted] declined both options and stated he wished to cancel the account. In light of Mr. and Mrs. [redacted]’s recent experiences, Guardian has agreed to uninstall all security equipment from the monitored premises and cancel the account. Guardian sincerely regrets that the [redacted]s’ experience with Guardian was less than exemplary and apologizes for any inconvenience. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted] Sincerely, John T[redacted], Manager Customer Service Loyalty Department
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: I purchased a security system by this company 12/2015 and moved to a new address on May 4, 2016. I first called Guardian protection services on about May 8th to transfer my security system to the new home. They gave me the run around transferring me to various people and having me on hold for a long time. We called back and forth for the past 3 months and finally around July 16, 2016 I spoke with someone named "Moses" who said they would be sending out a technician and he would confirm it and call me back - he never called back. I also spoke with someone from [redacted] Security who is connected to Guardian security who told me the same thing that they would send a technician, but no one has called me back. They refused to service my security system that I continue to pay for and it is a waste of my money especially for the past 3 months and 2 weeks. I really want to remedy this by getting this contract cancelled because they have not kept their part of the bargain and I am still paying for the security system which is not operable at the new address because they never sent anyone out to connect it. I would like you to contact them and cancel my service and to get a refund for the months I paid with no service please as soon as possible.Desired Settlement: Cancel the 5 yr contract because they are not keeping their part of it and get a refund of all the money I paid and had no service for the past 3 months. I only continue to pay so that my credit is not destroyed by this company. Their customer service department needs training.
Business
Response:
August 19, 2016 Revdex.com of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Ms. [redacted]’s concerns. For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security Management, Inc. (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted]. Please note that [redacted] 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 [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Ms. [redacted] has expressed dissatisfaction that monitoring services have not been transferred to her new home after relocating in May 2016 and has requested the cancellation of her account as a result. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted]. Upon receipt, [redacted] conducted a thorough review of Ms. [redacted]’s account and offers the following information in response. On June 9, 2016, Ms. [redacted] informed [redacted] that she was moving from the monitored premises and wanted to relocate services. After further discussion, Ms. [redacted] indicated she wished to inquire if the new homeowners were interested in taking over services before she made a final decision to relocate. Subsequently, [redacted] and/or Guardian left ten (10) voicemail messages for Ms. [redacted] between June 19, 2016 and July 26, 2016 asking that she return the telephone call and to inquire about the status of her relocation. On July 28, 2016, Ms. [redacted] informed [redacted] that she had re-installed her security system and requested onsite service as the system was not working. [redacted] indicated that they would review available service dates and contact Ms. [redacted] later that day. (Please note, neither [redacted] nor Guardian have a record of completing relocation/reinstall of Ms. [redacted]’s system.) Later that day on July 28, 2016, [redacted] left two (2) voicemail messages for Ms. [redacted] to schedule onsite service for either August 1, 2016 or August 2, 2016. A voicemail message was also left for Ms. [redacted] the following day on July 29, 2016. Ms. [redacted] returned [redacted]’s message on the afternoon of July 29, 2016. Unfortunately, by that time the August 1st service date was no longer available and Ms. [redacted] indicated she was unavailable on August 2nd. Ms. [redacted] contacted [redacted] on July 30, 2016 to schedule onsite service. [redacted] informed Ms. [redacted] they would review the service schedule and contact her with available dates. [redacted] subsequently left a voicemail message for Ms. [redacted] offering to schedule onsite service for August 15, 2016. Ms. [redacted] contacted [redacted] on August 11, 2016 and requested the cancellation of her account, further stating she would not agree to relocate monitoring services. Based on the above information, [redacted] has informed Guardian that [redacted] respectfully declines to release Ms. [redacted] from her contractual obligation at this time. Should Ms. [redacted] wish to cancel her account, she will need to communicate directly with [redacted] related to that topic. Alternatively, [redacted] has informed Guardian that [redacted] remains willing to schedule a technician to service Ms. [redacted]’s system as soon as possible. [redacted] is also willing to apply a credit to Ms. [redacted]’s account equal to three (3) months of monitoring services for the time in which she did not have service. Should Ms. [redacted] wish to contact [redacted], they may be reached at: [redacted] Security Management, Inc., [redacted]. Telephone: ###-###-####. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations
Consumer
Response:
Much of the information in the business's response is incorrect especially concerning contacting me/returning my calls. If it were true my security system would be installed and operating and I would not need a refund for four months without service. The business has terrible customer service and it should not take this long to schedule a technician to come out and service the security system. They have until August 31st to get a technician scheduled to ensure my security system is working properly and that a refund of payments for the past four months is sent to my current address.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: Requested to have intercom repaired, in new house wired by guardian, less than a year in, intercom stops working. Called twice to request service, told they didn't install it and refused service. At year two when warranty ran out, then they decided to acknowledge that they installed the system. Quoted 500-700 for repair. Repairs took over 5 months, multiple no show appointments that were verified with numerous calls to customer service. Repairman replaced parts that were clearly not broken and never quoted pricing. Ordered more parts and kept replacing things until it started working. Told us he would 'take care of the main router that was not working due to it taking over 5 months and all the hassle." Month later received a bill for $1350 for repairs including the parts that didn't need to be replaced. When I called, was told that's the price and they're not discussing the issue. When I requested they look into it, they spoke to a 'supervisor' internally, never contacted me, and responded just pay the bill. When I asked to not pay for the parts that didn't need to be replace and just pay for the broken parts, I was told they would take 700 off the bill only IF I signed up for 60months of service and that was my only option.Desired Settlement: Meet in the middle to be fair, will pay the labor but not parts that should have been properly quoted and not quoted than switched without my consent or knowledge. Would like to settle at $900-$1k Max to be fair and conclude this process. $600 above max quote seem excessive to not make customer aware prior to adding parts and additional labor when one trip and order could have save time AND money.
Business
Response:
August 5, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to facilitate resolution of his concerns. Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the intercom system installed in his home. Mr. [redacted] also disputed billing statements associated with onsite service conducted at his residence related to the intercom issues. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. Guardian contacted Mr. [redacted] directly and explained that a credit has been applied to his account in the amount of $632.66 towards the cost of the service appointment and associated parts. Mr. [redacted] accepted Guardian’s offer and expressed his complete satisfaction with this resolution. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to resolve this matter on his behalf. Thank you for advising Guardian of Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted] Manager Customer Care Department
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: according to the sales person, going door to door. The alarm system was free, all we were required to do was to advertise the company in our front lawn to our neighbors. Upon the death of my wife, I learned that the alarm company was withdrawing monthly payments. I called to inform them that I didn't want it if I had to pay, and they told me my wife had signed a contract. Neither of us signed a contract as far as we understood, we are elderly and believed the guy that was putting in the system. I tried to get a copy of the contract that I had supposedly signed and even offered a death certificate to the company. The Guardian Company has not responded to my (4) request for this supposed copy of the contract and they have not stopped withdrawing a monthly payment.Desired Settlement: my monthly funds are limited, so I wish for cancellation of this service that I never signed up for.
Business
Response:
June 9, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian offers its sincerest condolences to Mr. [redacted] and his family for the recent loss of Mrs. [redacted].
In an effort to clarify this matter for all parties, Guardian offers the following information. Mr. and Mrs. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security Management, Inc. (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings.
Please note that [redacted] 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 [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Guardian’s records indicate that Mr. and Mrs. [redacted] initially engaged [redacted]’s services on December 6, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. and Mrs. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Mr. and Mrs. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Guardian’s records indicate Mr. and Mrs. [redacted]’s system was installed and activated by [redacted] on December 8, 2014.
During the initial sales transaction, [redacted] routinely conducts a recorded and documented telephone conversation between the customer and [redacted] whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services. A similar recorded telephone call is conducted between the customer and [redacted] following installation and activation of the security system. The purpose of [redacted]’s telephone surveys is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that both Mr. and Mrs. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of sixty (60) months with a monthly rate of $49.99. Upon installation and activation of the system, a similar call was conducted whereby Mr. [redacted] again orally acknowledged the initial term and monthly rate.
Upon receipt of the complaint, Guardian contacted [redacted], a designated representative for Mr. [redacted], and provided the above explanation. Guardian’s representative explained that the recorded telephone conversations are available should she wish to review them. Guardian’s representative also explained that the sales transaction was conducted with an employee of [redacted] and not Guardian; Guardian was not present during the sales transaction or system installation. Ms. [redacted] requested a copy of Mr. [redacted]’s Agreement and Guardian’s representative mailed a copy to Mr. [redacted]’s residence on May 31, 2016 pursuant to Ms. [redacted]’s request.
Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. The terms of Mr. and Mrs. [redacted]’s Agreement state the account may be cancelled upon payment of an early termination fee. That amount is designated as $1,250 as set forth in Section 11 of the Agreement. However, in a good faith effort to assist Mr. [redacted], Guardian is willing to accept a 50% reduction of the early termination fee in the amount of $625 to cancel his account. Please note, remittance of the sum of $625 would allow Guardian to recover some but not all of its costs and expenses incurred in establishing Mr. [redacted]’s account.
Alternatively, should Mr. [redacted] wish to utilize the security monitoring equipment installed in his home, Guardian would be happy to schedule an onsite service appointment at no cost to Mr. [redacted] to fully test the system and provide a demonstration to ensure Mr. [redacted] is comfortable with its use. Guardian would also be happy to work with Mr. [redacted] to lower his monthly monitoring rate or install/provide additional equipment such as another smoke detector, key fob or any other device which Mr. [redacted] may find beneficial.
Finally, should Mr. [redacted] be moving from the monitored premises, Guardian has a number of options available to assist him in fulfilling his obligations under the Agreement. For instance, should the new homeowner elect to activate services under a new agreement, Mr. [redacted] would be released from any remaining obligation. Mr. [redacted] may also transfer services to a friend or family member.
It is Guardian’s sincere desire to work with Mr. [redacted] to resolve this matter to his full satisfaction. To that end, Guardian asks that Mr. [redacted] or his representative contact us directly to discuss the above options further. Guardian values Mr. [redacted] as its customer and remains hopeful that he will allow Guardian to continue assisting him with his security monitoring needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: Guardian protection services was the promoted security vendor for our new subdivision. They offer home security services and offer them in contract lengths form 1-3 years. We thought seriously about the service, and gave the go ahead for a 1 yr service and a 3 yr service. we got a quote for the 3 yr, but decided on a 1yr. then we had an issue with a rude installer, and the salesman, Mark W[redacted], offered us a 1 yr provisional no charge contract. the 1 yr free ended in august, and now Guardian is telling us that we had a 3 yr. We only ever got a QUOTE for a 3 yr. So now they are trying to charge our card $50 per month for a service we didn't sign up for. In talking with Mark, who quit guardian over their terrible business practice, that he had a provisional 3 yr contract saved to our file, but that he has seen guardian in the past take those quotes and process them as contracts. Thus, I am filing a complaint with the Revdex.com. I did sign the 1 yr free, but was told that since Mark did not sign my copy, it is void.Desired Settlement: my desired outcome is this: I want my money back for the billing in aug-sept 2016, I want this bogus contract voided, and I want Guardian to cease and desist all contact with me and my family.
Business
Response:
September 26, 2014 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Case #[redacted] Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to address and resolve Mr. [redacted]’s concerns. Mr. [redacted] has expressed discontent related to the initial term of his Agreement with Guardian. For background, Mr. [redacted] originally met with Guardian in May 2015 to review products and services that were available for his new home, which was under construction at the time. After consideration, Mr. [redacted] engaged Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction, Mr. [redacted] executed a Monitoring and Repair Agreement (“Agreement”) on May 30, 2015 for an initial term of thirty-six (36) months commencing from the date of the activation of services. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which outlined the thirty-six (36) month initial term. Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Additionally, at the time of sale Mr. [redacted] was provided with three (3) full business days to review documentation as well as alter or cancel his decision with respect to any aspect of the transaction with Guardian. Mr. [redacted] 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. On September 6, 2016, Mr. [redacted] informed Guardian that his sales representative was to contact him after the first year of service to determine if he wanted to continue monitoring services. Guardian’s representative reviewed the Special Conditions section of Mr. [redacted]’s Agreement and found the sales representative noted, “1st year free monitoring. 3 year agreement.” Guardian’s representative relayed this information to Mr. [redacted] and provided a copy of the Agreement to Mr. [redacted] via email. Upon further investigation, Guardian became aware that Mr. [redacted] executed an Addendum to his Agreement on July 31, 2015 which changed the initial term from 36-months to 12-months in exchange for a $99 installation fee. According to this Addendum, Mr. [redacted]’s initial term expired on August 31, 2016. Guardian immediately reached out to Mr. [redacted] on September 20, 2016 to inform him of our findings and inquire if he would like to renegotiate his contract or if he wished to cancel his account. Guardian left a voicemail message for him on that date. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian made several further attempts to contact Mr. [redacted] via telephone however was unable to leave a voicemail message for him as his mailbox was full. Guardian also reached out to Mr. [redacted] via email however has not been able to connect with Mr. [redacted] to date. Based on the Addendum dated July 31, 2015, Guardian has reduced the initial term of Mr. [redacted]’s Agreement from 36-months to 12-months. Mr. [redacted] is eligible to cancel his account should he wish to do so. If Mr. [redacted] would like to move forward with cancellation, Guardian requires that he contact us directly to finalize the cancellation process which includes obtaining his written consent to terminate 24-hour monitoring services. Guardian is hopeful that the above information will satisfactorily resolve Mr. [redacted]’s concerns. Guardian sincerely apologizes to Mr. [redacted] for any confusion related to the initial term of his Agreement. 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. [redacted]. Sincerely, John T[redacted] Manager Customer Service Loyalty Department
Review: The service tech has been to my home 5 times. Two of the times, he did not bring the necessary parts. This time (5th) visit, he brought the wrong part. When I called, I received an apology, and was assured that the problem would be corrected. He then proceeded to activate my alarm 12 times before he realized that the two way speaker was malfunctioning. He is in the process of changing that part, (over three hours and still not finished). There is a lack of professionalism and a respect of your time. The worst company that I have done business with.Desired Settlement: I want the correct equipment installed, and working properly.
Business
Response:
June 30, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values Mr. [redacted] as its customer and appreciates the opportunity to address his concerns. Mr. [redacted] expressed dissatisfaction in his letter regarding onsite service conducted at his home. Prior to receipt of your letter, Guardian contacted Mr. [redacted] and scheduled onsite service to take place at no charge to him on June 27, 2016. Guardian’s technician was dispatched to Mr. [redacted]’s residence as scheduled on that date at which time he replaced the volume control in the master bedroom. Prior to departing the residence, Guardian’s technician conducted a test of Mr. [redacted]’s system and confirmed receipt of all signals in Guardian’s central monitoring station. Upon completion of the service appointment, Guardian believes this matter to now be fully resolved. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. As a good faith gesture, Guardian has applied a credit to Mr. [redacted]’s account equal to one (1) month of monitoring services. Thank you for informing Guardian of Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely,Andrew A[redacted], ManagerCustomer Care Department
Review: At the end of January 2016, I contacted Guardian, I informed them that my mother wad deceased and that I wanted to cancel the service. I was told that I needed to send in a copy of the death certificate and to provide Guardian with the name of her attorney. I did everything that they asked. I was told that I needed to make another payment on the account before that account could be closed. I do not understand why. I finally paid the $37.16 and now I am being asked to pay another $37.16 as soon as possible as I will incur fees.
I have spoken with a number of people in customer service about this matter. The last person I spoke to was Dorothy in February about the matter, and she advised me that the account is closed. Today, I received two letters from Guardian. One letter was addressed to my mother (how insensitive is that) and the other addressed to the estate of my mother.
I do not know what else to do. I am trying to cope with the death of my mother and am being continually harassed by Guardian about a payment that I do not owe. I am writing in hopes that Revdex.com can get to the bottom of this. Please advise.Desired Settlement: I would like to be refunded for a payment that I made on an account that is supposed to be closed and no more communications from Guardian Protection Services.
Business
Response:
May 12, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Mr. [redacted]’s concerns.
Guardian extends sincerest condolences to Mr. [redacted] and his family for their loss. Prior to receipt of your letter, Guardian discontinued all 24-hour monitoring and related services at Ms. [redacted]’s residence effective February 29, 2016. Guardian has spoken directly with Mr. [redacted] and confirmed that a refund of $37.16 will be provided. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, I may be reached at [redacted], ext. [redacted]
Sincerely,
Sharon G[redacted], Credit Manager
Credit and Collections Department
Review: Having problem with Alarm system, it will take over a week to get someone to service. I fine this ridiculous!Desired Settlement: Get Someone out to my house ASAP.
Business
Response:
May 13, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Prior to receipt of your letter, Guardian contacted Ms. [redacted] and rescheduled her onsite service appointment for May 6, 2016. The service appointment was conducted as scheduled at which time Guardian’s technician corrected the Zone 2 front door sensor cover and replaced batteries in the Zone 5 living room motion sensor. Prior to departing the residence, Guardian’s technician tested the devices and confirmed receipt of all signals in Guardian’s central monitoring station.
Subsequent to the onsite service appointment, Guardian reached out to Ms. [redacted] several times to inquire if all concerns had been addressed however Guardian has been unable to speak with Ms. [redacted] to date. As such, Guardian will assume that all issues have been resolved to Ms. [redacted]s satisfaction. Guardian apologizes to Ms. [redacted] for any inconvenience and would like to thank Ms. [redacted] for being a valued customer.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: I have been a Guardian Customer since 2015. In early 2016, I called Guardian to install 3 new security sensors on the new windows we just installed. The customer service agent quoted me an installation price of $305. The order number is 39422516.
On 2/18/2016, The installation technician came. After looking at our specific situation, he recommended a different security solution, which uses two motion sensors and one window sensor, with a total price of $270. I took his recommendation and he put in the sensors. He also put in a work order of $270 (order # [redacted] and said would cancel the original order of $305.
A month later, I received a bill from Guardian of $575. Obviously, they did not cancel the old work order of $305. I called Guardian several times. The customer service agents I spoke to each time always promised to take care of the issue. But they never did. Guardian keeps sending me bills and now the 2nd notice of collection.Desired Settlement: Guardian should cancel the original order of $305 that is never installed.
Business
Response:
August 2, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve Mr. [redacted]’s concerns. Mr. [redacted] has expressed dissatisfaction with an invoice assessed to his account for the addition of security monitoring equipment which was not installed. Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian applied a credit to Mr. [redacted]’s account in the amount of $305.00, representing the amount billed to his account on March 30, 2016. I believe the application of this account credit should completely satisfy Mr. [redacted]’s concerns. Guardian values Mr. [redacted] as its customer and is grateful for the opportunity to continue providing him with his security monitoring services. Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted] Manager Customer Service Department
Review: I signed a 5 year contract with Guardian Protection Services(Guardian), to provide me security services and monitor my place of residence after I was burglarized on June 14, 2016. After paying $250.00 as a down payment and $58.00 monthly fee, Guardian called me stating they were unable to detect and monitor the door the burglars had gone through. When I asked them to work on my schedule since I worked during the day,the company was more concerned about paying someone an overtie payment rather than solving the issue of the defective device they had installed. It hadn't even been a month and their devices were already not performing. What really concerned me was when the Customer Service Agent stated that they would send out a Technician since I was still under the 90 day warranty! I do not want to remain in a contract with a company that does not fulfill its part of the contract within 30 days, and will soon have my warranty expire and have me paying out of pocket for their faulty devices. I have let Guardian know they have breached their contract within less than 30 days. They would not even come to repair the issue on the Monday they scheduled the repair, and had someone here on a Saturday when I was getting ready to leave.
The professionalism and deceit of this company is the reason I want my $250.00 back. I cannot have a company I cannot trust providing my security and monitoring my house. Guardian has continuously harassed me with telephone calls. I have pictures in which the panel has nothing on it, so I have stopped using the system and just need my refund and they can have their system. I have never purchased an item that defaulted within 30 days that I could not return especially when it was the company's fault.
[redacted]Desired Settlement: Withdraw from contract. Guardian can pick up their defaulted system and refund my money and I will never deal with them again.
Business
Response:
August 16, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to address and clarify this matter for all parties. Ms. [redacted]’s letter expresses dissatisfaction with the security monitoring equipment installed in her home. Ms. [redacted] has requested the cancellation of her account, as well as a refund of all funds paid to date. Upon receipt of Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account and offers the following information. Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on June 23, 2016, at which time she executed a 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. [redacted] 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 60 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Ms. [redacted]’s security system was installed and activated on June 24, 2016. In July 2016, Guardian contacted Ms. [redacted] to inform her of a signal received from the laundry room door which could indicate a problem with the sensor. Ms. [redacted] informed Guardian she felt the equipment was failing and requested the removal of the security system. Guardian offered to send a technician and an appointment was scheduled with a request to dispatch a technician at an earlier date if possible. A technician was dispatched that same day to Ms. [redacted]’s home however Ms. [redacted] declined to allow the technician access to her home unless he agreed to remove the security monitoring equipment. Guardian subsequently spoke with Ms. [redacted] several times and offered to schedule onsite service at no charge to her to make any necessary repairs to her system. Ms. [redacted] has declined all offers of onsite service and has repeatedly requested that the security system be removed from her home. Guardian received the subject complaint shortly thereafter. Upon receipt of Ms. [redacted]’s letter, Guardian reached out to her directly to discuss her concerns. During that conversation, Ms. [redacted] stated she was very upset that Guardian’s technician came to her home on a date earlier than the scheduled service appointment date and declined all offers of onsite service. Ms. [redacted] reiterated her request that the equipment be removed and she be provided with a refund of $250. With all due respect, Guardian cannot accommodate Ms. [redacted]’s request to cancel her account. Ms. [redacted] cites her desire to cancel is based on malfunctioning equipment however Guardian has not been provided the opportunity to conduct onsite service to inspect and repair the system. Guardian recognizes that Ms. [redacted] suffered a traumatic experience in the past which is the reason she engaged Guardian to provide 24-hour security monitoring services. It is Guardian’s sincere desire to provide Ms. [redacted] with those services and to provide her with peace of mind that her family and her home are fully protected. To that end, Guardian remains willing to schedule onsite service at no charge to Ms. [redacted] and at a time that is convenience for her to fully test her system and make any necessary repairs. Additionally, Guardian will apply a credit to Ms. [redacted]’s account equal to three (3) months of monitoring services in a good faith effort to earn her trust in our services. Alternatively, should Ms. [redacted] wish to cancel her account, she may do so by remitting the early termination fee as designated by the terms of her Agreement. 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 ###-###-####, ext. [redacted]. Sincerely, John T[redacted], Manager Customer Care Loyalty Department
Consumer
Response:
Review: HELLO
ON 11/05/2013,I SIGN ON JEFF D[redacted]'S IPAD,CUSTOMER AGENT OF GUARDIAN PROTECTION SERVICE,
A CONTRACT OF 3 YEARS MONITOTRING FOR [redacted].
HE TOLD ME BEFORE THE SIGNATURE,THAT IF THE MONITORING IS NO LONGER WANTED AFTER 1 YEAR,I WILL NOT BE CHARGED FOR ANYTHING.
I HAVE A PAPER HE TYPES TO CONFIRM IT
ON 10/31/2015 AFTER PAYING THE MONTLY BILL,I TOLD THE CUSTOMER SERVICE AGENT MY INTENTION TO STOP THE MONITORING AS AGREED WITH JEFF D[redacted].
NO CONFIRMATION NUMBER HAS BEEN PROVIDED IT TO ME
THE FOLLOWING MONTH A BILL WAS SENT TO ME.
WHEN I CALLED FOR EXPLANATION,I WAS TOLD THAT I SIGN FOR 6 YEARS
I DO NOT KNOW HOW BECAUSE I DID NOT DO IT
I TRY TO GET IN TOUCH WITH JEFF D[redacted] TO FIX THE PROBLEM BUT I WAS IGNORED.
RECENTLY I RECEIVED A LETTER FROM [redacted] COMPANY
I CALLED TO LET [redacted] KNOW THAT I DO NOT OWE ANYTHING TO GUARDIAN THAT IS TRYING TO DESTROY MY CREDIT
NOW I TURN TO B.B.B HOPING TO HAVE HELP AGAINST THIS HARASSMENT
SINCERELY, [redacted]Desired Settlement: HAVE THE PROBLEM FIXED AND LEAVE ME ALONE
Business
Response:
May 13, 2016
Re: [redacted] - Complaint [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response to Mr. [redacted]s concerns.
Our records indicate that Mr. [redacted]s original transaction with Guardian occurred on November 5, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage monitoring services. The initial term is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials in Section C which outlines the 60-month initial term.
Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction at the time of sale. Mr. [redacted] did not alter or cancel the engagement of Guardian therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. Our records indicate Mr. [redacted]s system was installed and activated on November 7, 2013.
In December 2015, Mr. [redacted] requested the cancellation of his account, stating he was informed by the sales representative that he could cancel after one year. Guardian’s representative reviewed Mr. [redacted]s sales paperwork and explained the initial term to be sixty (60) months.
In January 2016, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] disputed executing the Agreement. Guardian’s representative offered to mail a copy to him however Mr. [redacted] declined. Mr. [redacted] requested that billing be discontinued. Guardian’s representative politely explained that he remained within the initial term of his Agreement and therefore billing would continue.
In March 2016, Mr. [redacted] again stated to Guardian that he did not sign the Agreement. Guardian’s representative offered to mail a copy of the Agreement to Mr. [redacted]; Mr. [redacted] declined. Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that thirty-four (34) months remained in the initial term of his Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian had no further contact with Mr. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his complaint. During that conversation, Mr. [redacted] stated he agreed to an initial term of thirty-six (36) months at the time of sale, not sixty (60) months, and that he was promised he could cancel after one year. Guardian’s representative explained that the Agreement defines the initial term to be sixty (60) months and inquired if Mr. [redacted] had documentation indicating a lower term or the option to cancel after one year. Mr. [redacted] expressed that he did possess such documentation which he would email to Guardian that same day.
Guardian did receive documentation from Mr. [redacted] on May 4, 2016. Upon review, the documentation provided by Mr. [redacted] stated that he could transfer service at no charge to him after the first year. Guardian’s representative explained to Mr. [redacted] that this document indicated he could transfer service to someone else however it did not provide for early cancellation. Mr. [redacted] reiterated that he was informed his initial term would be thirty-six (36) months and that he could provide additional documentation to confirm this statement. Guardian’s representative requested that Mr. [redacted] provide that paperwork for review. As of this date, Guardian has not received any additional documentation from Mr. [redacted].
Respectfully, Guardian is unable to cancel Mr. [redacted]s account at the present time absent payment of an early termination fee. Notwithstanding, in good faith Guardian will agree to reduce Mr. [redacted]s initial term from sixty (60) months to thirty-six (36) months in exchange for full payment of the balance currently due on the account. Upon receipt of that sum from Mr. [redacted], Guardian will reduce Mr. [redacted]s initial term to thirty-six (36) months; Mr. [redacted] will then be eligible to cancel his account effective November 18, 2016. This offer is extended to Mr. [redacted] until close of business on June 10, 2016 after which it will be rescinded and at which time Guardian will maintain the right to pursue fulfillment of the full terms of Mr. [redacted]s sixty (60) month Agreement.
In the interim, should Mr. [redacted] possess any documentation confirming a thirty-six (36) month initial term or the option to cancel after one year, Guardian remains willing to review and consider such paperwork.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]s complaint. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department
Consumer
Response:
The monitoring service is good, however, the small print and inflexibility to work with what they call "loyal customers" is very disappointing and this is why I would not rate this as positive or recommend to anyone. I do not know why they feel it is a good idea to keep "locking" customers into extended contracts each time a change is made in service, this does not reflect well for a business that claims to be customer focused. We have been a 'loyal customer' of Guardian Protection Services since 2006. We have moved several times and each time took this service with us. We even received approval from a landlord to change the entire system to guardian at one home. We have paid our bills on time. All was well until we were transferred out of state and called to cancel our service. My husband was treated very rudely by the representative and was told that we would need to pay the remainder of a 36 month extension when we added a service in 2014 (of course this was not pointed out at the time of the added service). When he mentioned this to the rep the reply was "then why is your signature on the form". There is more to this story however the short of this is we found there was also a form we signed stating a 24 month ext. We were living out of the country for over a year and when we returned we were transferred. At this point we do not feel we own any additional payment. We have tried to communicate via email without any response. We would appreciate any assistance in resolving this matter where we would not need to incur any additional payments.
Review: I signed up with Guardian Protection Services for a security system for my home. After finding that the system did not meet my expectations, I decided to cancel the service well within the 3 day RoR. My issue isn't with the cancellation, as that seems to have gone through without too much hassle, but it's now been 17 business days after they received the notice of cancellation (sent via certified mail) and I still haven't seen a refund.
Contact dates:
Date Cancelled: 8/12/16 - certified mail sent with notice of cancellation and phone call made to state the same.
Date company received written notice: 8/15/16
First phone call made: 8/26/16 - I was told that they wouldn't issue refund until after they collect the equipment. Equipment collection scheduled by them for 8/31/16, then rescheduled by them for 9/2/16. I told them that they have to refund it within 10 business days per their contract / FTC. They said they would open a case.
Second phone call made: 8/29/16 - I was told that the refund case is with billing and is supposed to be processed today.
Third phone call made: 9/2/16 - I was told again that the refund case is with billing and that they would send them an email / update the case.Desired Settlement: I'd like to see the company follow their legal / contractual responsibilities. If a consumer is late on a payment, they receive penalties / late fees / collections.l
Business
Response:
September 7, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted] 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. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC ([redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Ms. [redacted], the contract signer. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] 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, [redacted] removed the security equipment from Ms. [redacted]’s home on September 2, 2016 and provided a refund on September 3, 2016 in the amount of $259.99. Based on the above information, Guardian believes this matter to have been fully resolved by [redacted] prior to receipt of the subject complaint. Should you wish to contact [redacted] directly, they may be reached at: [redacted] Security, LLC, [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M[redacted], Manager Dealer Operations
Consumer
Response:
While disappointed in [redacted]s handling of the refund and their refusal to even process the refund prior to picking up the equipment, despite their legal / contractual obligation, I understand that it is not a matter that pertains to Guardian Protection Services.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.