Guardian Protection Services

Guardian [redacted] Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian 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 [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted] Mr [redacted] ’s account is among those for which Guardian provides these servicesMr [redacted] ’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr [redacted] ; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr [redacted] ’s contractual arrangement is with [redacted] , not GuardianGuardian is simply an agent for [redacted] to provide services for [redacted] customers as described above Additionally, please note that [redacted] is a separate and distinct company from GuardianGuardian 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 concernsGuardian has been informed that prior to receipt of the subject complaint, [redacted] had been in contact with Mr [redacted] , 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 [redacted] prior to receipt of the subject complaint Thank you for allowing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] ***, Manager Customer Service Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian 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 [redacted] ***, to provide 24-hour monitoring services, telephone customer support services and billing services for their customersMs***’s account is among those for which Guardian provides these servicesMs***’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms***; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Ms***’s contractual arrangement is with [redacted] ***, not GuardianGuardian is simply an agent for Security Force to provide services for [redacted] customers as described above Additionally, please note that [redacted] *** is a separate and distinct company from GuardianGuardian 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 Ms***’s complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution [redacted] *** is a respected firm and has agreed to cancel Ms***’s account and discontinue 24-hour monitoring and related servicesMs***’s monitoring services will be terminated effective February 28, 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 issueShould you have any questions, please contact me directly at ###-###-#### Sincerely, [redacted] Manager Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response in hopes of assisting Ms [redacted] Upon receipt of your letter, Guardian contacted Ms [redacted] directly to facilitate resolution of her concernsWhile Guardian maintains its legal right to pursue fulfillment of the initial term of Mr [redacted] ’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept the [redacted] s’ request to cancel the accountUpon receipt of Mrand Mrs [redacted] ’s written authorization to cancel, the account will be terminated immediately and they will receive no further billing statements from GuardianMs [redacted] has expressed her satisfaction with this resolution Thank you for the opportunity to respond to Ms [redacted] ’s concernsShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, [redacted] , Director Account Management Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to provide response and facilitate resolution of Ms [redacted] ’s concerns For background, our records indicate Ms [redacted] ’s account came to Guardian by way of an Authorized Dealer known as [redacted] As such, all aspects of Ms [redacted] ’s sales transaction took place directly between [redacted] and Ms [redacted] Guardian was not present during any aspect of the sales transactionGuardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted] Please note that [redacted] is a separate and distinct company from GuardianGuardian 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 Our records indicate Ms [redacted] ’s initial sales transaction with [redacted] occurred on November 9, at which time Ms [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s monitoring servicesThe initial term of the Agreement is designated as thirty-six (36) monthsPursuant to the transaction and Agreement terms, Ms [redacted] ’s system was installed and 24-hour monitoring services activated by [redacted] on November 9, On January 8, with twenty-two (22) months left in the initial term of her Agreement, Ms [redacted] informed Guardian that she had moved from the monitored premises and wished to transfer services to her new homeGuardian’s representative explained to Ms [redacted] that Guardian could install a base package in her new home for an installation fee of $in exchange for a new thirty-six (36) month agreement, or at no charge in exchange for a new forty-eight (48) month agreementMs [redacted] 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 termGuardian’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 chargeGuardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms [redacted] from her remaining obligationMs [redacted] indicated that the tenants had elected to activate services through an alternate security provider and inquired about cancelling the accountGuardian’s representative provided Ms [redacted] with the early termination fee information at her requestMs [redacted] wished to discuss the options with her husband and contact Guardian with a decision Shortly thereafter, Mr [redacted] contacted Guardian and inquired if he could remove the equipment from the former home and self-install the equipment in the new residenceGuardian’s representative explained that removing the equipment would void any warranty and as such Guardian does not recommend such actionsGuardian’s representative reiterated the offers made to Ms [redacted] to install a new base package for an installation fee of $in exchange for a new thirty-six (36) month agreement or at no charge in exchange for a new forty-eight (48) month agreementGuardian’s representative also provided pricing information for any additional devices Mrand Ms [redacted] may wish to purchaseMr [redacted] 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 contractGuardian’s representative respectfully explained that Guardian is unable to comply with Mr [redacted] ’s requestGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Ms [redacted] to review her concerns directlyDuring 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 termGuardian’s representative further explained that Ms [redacted] ’s previous system, which consisted of three (3) door contacts, eleven (11) window contacts and one (1) motion sensor, was provided for a $installation fee because Guardian expected to receive thirty-six (36) monthly payments of $As Ms [redacted] has only remitted fourteen (14) payments to date, Guardian has not recouped that investment Guardian’s representative also explained to Ms [redacted] 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 AgreementMs [redacted] reiterated the request to remove and self-install the equipment from her former residenceGuardian’s representative explained that doing so would void the warranty until the devices are tested back in after installationMs [redacted] then requested that Guardian remove the equipment on her behalf, however Guardian’s representative explained that is not a service we provide Ms [redacted] requested five (5) window contacts in addition to the equipment provided in the base packageGuardian’s representative provided a discounted price of $35/per contactShould Ms [redacted] wish to remove the previous equipment, Guardian’s representative offered to schedule a technician to install the equipment at the new home for a $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 $installation fee in exchange for a new thirty-six (36) month AgreementShould Ms [redacted] 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 $(originally $1,055.78)Ms [redacted] 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 [redacted] will concurGuardian’s offer to relocate services shall be extended until close of business on February 16, after which it will be rescinded I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to respond to Ms [redacted] ’s complaintShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] ***, Director Account Management Department

I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 awayAnyway, 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 ownIf my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service providerSimilarly, 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 costWhat is the big deal? You cannot keep the codes away from the ownerYOU are not the owner of the deviceYou are just a service providerTwo things, if you have the code, please provide those as you are illegally keeping it, 2ndly if you dont, and [redacted] has it, then I will speak to themHowever let me know why you will keep codes for my device and cannot disclose when I own itLet me know where in your Service Contracts this is mentionedAlso, when I cancel the service, then are you oblized to give the codes to me.] Regards, [redacted]

Initial Business Response /* (1000, 14, 2016/03/01) */
***
I wasn't aware that there was a complaint to go unansweredThis must have came in during the time
either our corporate servers were down, or I was in the process of migrating to our new server/host
Amazing considering Mr*** and I resolved this matter weeks ago and I am just now finding out about itObviously he wasn't going to volunteer to me that he had filed a complaint when I was sitting at his kitchen table taking an additional financial loss on him in attempt to prevent any kind of complaint
His municipality cost us months on this job playing games with the permit and we had been in communication the entire time so the one time since opening our doors that we have technical issues he files a complaint, allows me to sit in his home and further my loss on his job to prevent this very complaint that was already filed and I had no idea
So my one and only complaint is from someone else's problemed customer that asked me to come in behind someone and save the dayI spend months having my whole company jump through hoops for months to get a simply permit from Mayberry building department, and pay almost $10,000, food off my kids table to prevent a complaint that was already filed
Prefect
Now that I'm aware of it I will get over my formal response when I am able
Initial Consumer Rebuttal /* (2000, 16, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We did come to a mutual agreement after I filed the complaintI thought he was aware of the complaint but apparently notI am not going to address his response to the complaint since the garage is finished