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Address: PO Box 178, Texarkana, Texas, United States, 75504-0178
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August 2, 2016 Revdex.comAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220RE: *** *** ** *** * *** ** *** Dear Ms***: Thank you for informing Guardian Protection Services, Inc
(“Guardian”) of Ms***’s complaintGuardian sincerely apologizes to Ms*** for any inconvenience related to her recent onsite service appointments. Upon receipt of your letter, Guardian immediately dispatched a service technician to Ms***’s home on July 19, at no charge to herWhile onsite, Guardian’s technician added five (5) new contacts, one (1) smoke detector and one (1) carbon monoxide detectorThe technician also repaired the zone issues on the system and properly labeled each zoneBefore 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*** several times to inquire if all concerns had been addressed however Guardian has been unable to speak with Ms*** to dateAgain, Guardian apologizes to Ms*** for any inconvenience and would like to thank Ms*** for being a valued customer Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext***Sincerely,Andrew A***, ManagerCustomer Service Department
October 5, 2016 Revdex.com of Western PennsylvaniaAttention: *** ***Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: *** ** *** - Complaint #*** Dear Ms*** Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr***’s additional comments dated October 3, Guardian offers the following information in response Mr*** states in his letter that he was not informed of the option to bring the security monitoring equipment with him from his former homeWhile researching Mr***’s account, Guardian reviewed the telephone conversation which took place with Mr*** on September 5, (Due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Respectfully, Guardian has found Mr***’s assertions to be false During the telephone conversation with Guardian on September 5, 2015, Mr*** inquired if he should take the security equipment with him when he relocatedGuardian’s representative explained to Mr*** that he did have that choice and any equipment he took with him to his new home could be programmed into the new systemMr*** inquired if he should bring the key fobs with him and Guardian’s representative explained that the key fobs could also be programmed into the new systemGuardian’s representative reviewed with Mr*** that his former system contained overhead garage door sensors and carbon monoxide detectors which are expensive devices to replace and recommended that those devices be carried over to the new home if Mr*** decided to bring equipment with himMr*** then inquired if he should bring the security panelGuardian’s representative explained to Mr*** that he did have that choice if he wished. Based on the above conversation, Guardian believes that Mr*** was fully aware that he had the option of bringing any equipment with him to the new home. Guardian has reviewed the proposed settlement resolution found in Mr***’s most recent letterMore specifically, Mr*** has requested that Guardian provide and install in his new home the same security devices found in his previous home at no cost and with no contract extensionRespectfully, Guardian cannot accommodate Mr***’s request The terms of Mrand Mrs***’s Monitoring Agreement (“Agreement”) with *** *** dated November 12, clearly designates an initial term from November 12, through November 11, with a total agreement amount of $2,*** *** made a significant investment in Mr***’s previous home by providing and installing expensive electronic security equipment at little or no cost with the expectation to recover that investment during the initial term of the Agreement. *** *** has not yet been provided the opportunity to recover that investment. It is unreasonable to expect *** *** and/or Guardian to provide additional expensive electronic equipment in Mr***’s new home at no cost to him without extending his contract to allow for the opportunity to recoup both the previous investment and the proposed new investment Should Mr*** wish to install the same devices in his new home, Guardian remains willing to dispatch a technician at no charge to conduct an evaluation of the home and provide a quote for the selected equipment. Guardian’s former offer to provide and install a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (month contract extension) also remains available. Mr***’s most recent letter states, “Again, my desire is to end my affiliation with Guardian.” As previously explained, Guardian is unable to cancel Mr***’s account absent payment of an early termination fee. Section B of Mr***’s Agreement with *** *** clearly sets forth, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.” Based on the above, Guardian’s previous offer to accept a 25% reduction to the early termination fee remains available to Mr***That amount is designated to be $904.53. The offers presented by Guardian shall remain available until close of business on October 27, after which they will be rescinded I am hopeful that the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext***Sincerely, Kathleen V***, DirectorAccount Management Department
December 30, 2016 Revdex.com of Western PennsylvaniaAttn: *** *** *Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** ***, Case #*** Dear Ms***: Guardian Protection Services, Inc(“Guardian”) in in receipt of the
above-referenced complaintGuardian values the opportunity to address and resolve Mr***’s concerns. Mr***’s letter cites dissatisfaction with the balance due on the account after moving from the monitored premisesUpon receipt of your letter, Guardian contacted Mr*** and explained, as a courtesy, the final balance has been waived and no further payment is dueMr*** has expressed his satisfaction with this resolution. Thank you for the opportunity to respond to the above complaintShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen V*** Director Account Management Department
October 13, 2017Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220RE: *** / *** ***, Case #***Dear Ms***: Thank you for forwarding Mrand Mrs***’ complaint to Guardian Protection Services, Inc(“Guardian”)Guardian appreciates
the opportunity to facilitate resolution of their concernsUpon receipt of your letter, Guardian contacted Mr*** to review the issues set forth in the complaintDuring that conversation, Guardian’s representative offered the following: 1) To waive the balance due on the account;2) To prepare a new Agreement with a reduced initial term of forty-one (41) months at the rate of $53.99/month3) To provide and install a smoke detector, carbon monoxide detector and key fob at no charge.Mr*** accepted the above offers and expressed his satisfaction with this resolutionGuardian is committed to delivering the highest standards of customer service and is grateful to retain Mrand Mrs*** as valued customersThank you for informing Guardian of this matterShould you have any questions, please feel free to contact Guardian directly at *** ***Sincerely,Agency Complaint Response Team
Dear [redacted],I have some problems (still) with Guardian Protection Services. They did not address the following.They had a salesperson who lied to us and was making commission regardless of what they are saying. Even if it was sub-contracted through another company, that does not matter. He was paid commission by Guardian. They took our equipment and gave us theirs, so basically we paid for two systems and have one left that we are getting rid of, not cool. Another point that they did not address is the fact that our old company let us out of their contract without asking any questions, and I paid the past due with them. Simply, they understood. Guardian insists that we pay for part of the contract that was illegally worked and they are condoning it!My wife and I will never recommend to any of our family and friends their services. Also I have taken over a business in our county and they are using Guardian and I am currently researching the contract and once that is up bye, bye Guardian! My wife and I are both in the service industry and we both agree that we would never hire anyone that has worked for Guardian as they condone illegal activities.Thank you for all your help and I will pay them the $476, but it hurts me that there are companies out there that do not give good service and Guardian is one of them.All the best![redacted]
Revdex.com:
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]
June 1, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to his...
concerns.
Mr. [redacted]’s letter expresses discontent that he was misinformed on how to use the system and further states that he received false alarm fines from local authorities as a result. Mr. [redacted] also expresses that his security equipment is not functioning properly.
Upon receipt of your letter, Guardian reviewed its records and found that onsite service was conducted at Mr. [redacted]’s residence on March 23, 2015 at which time a technician reconfigured Mr. [redacted]’s security system. Prior to departing the residence, the technician conducted a test of all zones and confirmed receipt of all signals in Guardian’s central monitoring station.
Guardian has been in contact with Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative apologized for any confusion or conflicting information provided to him regarding the exit delay on his system. Guardian’s representative reviewed with Mr. [redacted] the onsite service appointment conducted on March 23, 2015 and confirmed with Mr. [redacted] that no issues have arisen subsequent to that date. Guardian greatly values Mr. [redacted]’s feedback and appreciates the opportunity to regain his trust in the services we provide. As a gesture of good faith, Guardian offered to provide a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience. Mr. [redacted] accepted and expressed his satisfaction with this resolution. Guardian appreciates the opportunity to continue serving Mr. [redacted]’s security needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department
On Aug 15, 2016, at 7:57 PM, [redacted]
Hi Ms.[redacted]Thank you for providing an update on the status of my complaint in regards to Guardian Protection Services. I wanted to provide some additional information that occurred from Friday to Monday. After my last call with Guardian on Friday morning, Tarrie advised she would follow up on Mondaybefore she left at 6:00 pm.At this time I have still not been contacted by anyone from Guardian to fix the alarm issue.I do think it is important to note that multiple times they have advised that they have noted on the account to disregard the tamper alarm from the Master Bathroom window. On both Friday night at11:58pm and Saturday night at 11:56 pm, they called the house to let us know the tamper alarm was going off. The notifications on both of our phones trigger each time the tamper alarm is reports and at the end of the Tamper. Is important to note, that they only call to follow up on the tampers in the middle of the night.I will let you know if I hear any additional information from Guardian Protection Services.Thank You,[redacted]###-###-####
Revdex.com:
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.
Regards,
[redacted] Gaurdians response was not what I was expecting, I wish to file a complaint with the California attorney general as well. My nieghbor was tricked by the same sells rep. I don’t answer number I don’t know because I get so many spam calls. Gaurdian please respond via email. I will be putting a stop payment at the bank. I will consider meeting you in the middle gaurdian and paying 375$ but no way I’m paying 750$
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]
May 24, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [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 Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as Spectracom Technologies (“SPECTRACOM”). As such, all aspects of the sales transaction and system installation took place directly between SPECTRACOM and Ms. [redacted]. Please note that SPECTRACOM 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 SPECTRACOM. Guardian does not control any day-to-day business activities or any internal policies or procedures of SPECTRACOM, including security evaluations, sales processes, installation practices or any other aspects of SPECTRACOM’s business. As background, Guardian’s records indicate that Ms. [redacted]’s initial transaction with SPECTRACOM occurred on August 27, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted]’s letter disputes the authenticity of the signature found on a Work Order dated February 7, 2017. Guardian has reviewed the Work Order and determined that the Work Order was electronically signed on a tablet during an onsite service appointment on February 7, 2017. The Work Order reflects no amounts due by Ms. [redacted], as she declined to allow the technician to perform any work while onsite. Our records indicate Ms. [redacted] cancelled her telephone landline in December 2016 which rendered her security system unable to communicate signals. Guardian offered to install a cellular radio device to restore communication from Ms. [redacted]’s system, however Ms. [redacted] declined the costs associated with the device. Guardian offered to provide the device at no charge in exchange for execution of a new Agreement, however Ms. [redacted] declined. Ms. [redacted] has also disputed that she has requested to speak with Guardian supervisors and received no contact in response. Guardian has reviewed its records and has respectfully found Ms. [redacted]’s assertions to be inaccurate. Our records indicate Ms. [redacted] spoke with a Guardian supervisor twice on February 9, 2017 and three times on February 15, 2017. A Guardian supervisor also left voicemail messages for Ms. [redacted] on February 16, 2017, February 21, 2017 and March 14, 2017. Ms. [redacted] has requested the cancellation of her account due to nonworking equipment. Guardian’s research has revealed that the system is not communicating due to Ms. [redacted] altering the telephone service in her home. While the changes to her telephone service is clearly outside of Guardian’s control, Guardian has in good faith offered to provide and install a cellular device in order to restore the security system communication. Regretfully, Ms. [redacted] has declined all offers of assistance. Based on the above information, Guardian respectfully cannot accommodate Ms. [redacted]’s request to cancel her account without further payment. Guardian remains willing to conduct onsite service to install a cellular communication device and to work with Ms. [redacted] in offsetting the cost of the device in execution of a new agreement. Should Ms. [redacted] wish to schedule service, she may do so by contacting our office at her convenience. Alternatively, should Ms. [redacted] wish to cancel her account, she may do so upon remittance of the early termination fee as designated in the terms of her Agreement. I am hopeful the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact me directly at [redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty 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]
April 26, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted], Case #[redacted] Dear Mr. [redacted]: Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection...
Services, Inc. (“Guardian”). Prior to receipt of your letter, Guardian spoke directly with Ms. [redacted] and confirmed that her account was cancelled effective April 20, 2017. The balance due has been waived and Ms. [redacted] will receive no further billing statements from Guardian. Based on this information, I believe Ms. [redacted]’s concerns have been fully resolved. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Thank you for allowing Guardian to address this matter. Should you have any questions, please feel free to contact me directly at [redacted]. ...⇄ Sincerely, ...⇄ John T[redacted], Manager �...⇄ Customer Service Loyalty Department
October 21, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted] 400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian...
values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr. [redacted] has requested the cancellation of his account citing financial reasons. Guardian has reviewed Mr. [redacted]’s account and offers the following information.
While Mr. [redacted]’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 customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [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 process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian 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 Guardian. 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.
Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on July 19, 2014 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) in order to engage monitoring services. The initial term is designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] installed and activated Mr. [redacted]’s system on July 19, 2014.
On June 4, 2015, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] stated he believed his account to have been cancelled in March 2015. Guardian’s representative reviewed its records and politely explained that Guardian had no record of speaking with Mr. [redacted] since December 2014. Guardian’s representative offered to transfer Mr. [redacted] to the cancellation department however Mr. [redacted] declined.
Guardian contacted Mr. [redacted] several times over the next month to review his account status. During each call, Mr. [redacted] requested to cancel his account however declined all offers to be transferred to the cancellation department.
The cancellation department did reach Mr. [redacted] on July 23, 2015. During that conversation, Mr. [redacted] stated he was experiencing financial difficulty and wished to cancel his account. Guardian’s representative explained that 49 months remained in the initial term of Mr. [redacted]’s Agreement with [redacted] and that he was ineligible to cancel the account without payment of an early termination fee. Guardian’s representative did offer to apply credits to Mr. [redacted]’s account or to temporarily lower his monthly monitoring rate in a good faith effort to assist him however Mr. [redacted] declined at that time. Guardian spoke with Mr. [redacted] several times over the next month in a genuine effort to assist him however the parties were unable to reach a resolution to Mr. [redacted]’s concerns. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] who expressed he was willing to remit a reasonable early termination fee to cancel the account. As such, [redacted] has in good faith authorized Guardian to accept a drastically reduced early termination fee to be paid in monthly installments. Guardian has relayed that offer to Mr. [redacted] who has accepted and expressed his satisfaction with this resolution.
Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service Department
June 2, 2017
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 in hopes of assisting Ms. [redacted].
For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. AMP 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 AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business.
Upon receipt of Ms. [redacted]’s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of her concerns. Guardian has been informed that AMP has agreed to cancel the account and to provide Ms. [redacted] with a refund. AMP has also advised that Ms. [redacted] may keep the equipment installed in her home. Based on this information, Guardian believes this matter to have been fully resolved by AMP.
Should you wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted].
Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me directly at [redacted].
Sincerely,
April M[redacted], Director
Dealer Operations
August 23, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted], Case #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. and Mrs. [redacted]’s complaint to Guardian...
Protection Services, Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve their concerns. Mr. and Mrs. [redacted] have expressed dissatisfaction with an invoice assessed to their account for the addition of a security monitoring device during a recent onsite service appointment. Guardian sincerely apologizes to Mr. and Mrs. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian researched Mr. and Mrs. [redacted]’s account and confirmed that the account was to be invoiced the sum of $80, not $165. Guardian spoke directly with Mr. [redacted] on August 18, 2016 to provide the above explanation. Guardian’s representative also explained that Mr. [redacted] will receive a refund in the amount of $85. Mr. [redacted] expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. and Mrs. [redacted] for any confusion. Guardian values Mr. and Mrs. [redacted] as our customers and is grateful for the opportunity to continue providing them with 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
August 2, 2016 Revdex.com of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, 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 address Mr. [redacted]’s concerns. For background, Mr. [redacted]’s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction with Mr. [redacted]. Further, Mr. [redacted]’s 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 Mr. [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] is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Should you or Mr. [redacted] 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
July 3, 2017Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [redacted] - Complaint #[redacted] Dear Ms. [redacted]:Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the...
opportunity to address Mr. [redacted]’s concerns. Upon receipt of your letter, I immediately reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, I apologized to Mr. [redacted] for any inconvenience related to the need for a second service appointment to install the doorbell camera. In apology and in a good faith effort to earn Mr. [redacted]’s satisfaction, Guardian has agreed to waive the $100 cost of the doorbell unit. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian sincerely values Mr. [redacted] as our customer and appreciates the opportunity to resolve this matter on his behalf.Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at [redacted]. Sincerely, John G[redacted] Inside Sales Supervisor
September 23, 2015
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr. [redacted] has requested the cancellation of his account citing...
financial reasons. In light of Mr. [redacted]’s request, Guardian has reviewed his account and offers the following information.
For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“[redacted]”). As such, all aspects of Mr. [redacted]’s 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.
Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on March 6, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] activated Mr. [redacted]’s system on March 10, 2014.
On September 12, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account due to financial difficulty. Guardian’s representative explained to Mr. [redacted] that he remained within the five (5) year initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to lower his monthly rate and also offered to apply a credit to Mr. [redacted]’s account equal to one month of monitoring services. Mr. [redacted] declined to lower his rate however accepted the credit to his account. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the concerns set forth in his complaint. During that conversation, Guardian’s representative explained that while Guardian is unable to simply cancel the account, Guardian does have a number of options to assist Mr. [redacted] at this time. Guardian’s representative explained that Mr. [redacted] is eligible to receive two (2) additional credits to his account which would allow him time to regain financial stability. Guardian’s representative also offered to lower Mr. [redacted]’s monthly monitoring rate. Additionally, Guardian’s representative explained that Mr. [redacted]’s account could be placed in an inactive status for up to nine (9) months, again to allow Mr. [redacted] the opportunity to regain financial stability. Guardian’s representative apologized to Mr. [redacted] that these options were not initially presented to him however Guardian sincerely wishes to assist him in any way possible. In a final gesture of good faith, Guardian’s representative offered to accept a 20% reduction to the early termination fee if Mr. [redacted] wished to cancel the account immediately. Mr. [redacted] stated he wished to consider the options and would contact Guardian with a decision.
Subsequent to that date, Guardian has left a number of voicemail messages for Mr. [redacted] to follow up and offer further assistance. To date, Guardian has not heard back from Mr. [redacted].
Guardian believes the above options to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Please be assured that Guardian will continue to reach out to Mr. [redacted] and will make every reasonable effort to resolve his concerns to his satisfaction.
Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department
February 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties....
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone interactions with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.)
For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] As such, all aspects of Mr. [redacted]’s sales transaction 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.
Our records indicate Mr. [redacted]’s initial transaction with [redacted] occurred on December 5, 2013 at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement was for a period of five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is 5 years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
In May 2015 with forty-four (44) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had moved from the monitored premises. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. Mr. [redacted] indicated he was interested in relocating services to his new home but was not prepared to do so at the present time. Guardian’s representative offered to place a freeze on Mr. [redacted]’s account for a two (2) month period to allow him the opportunity to make a decision. Mr. [redacted] inquired if he would be responsible for payment of the remaining forty-four (44) months in the initial term if he elected not to relocate. Guardian’s representative confirmed that Mr. [redacted] remained under obligation for the full initial term and further explained that the new homeowners/tenants could activate services under a new Agreement which would relieve Mr. [redacted] from all remaining obligation. Mr. [redacted] acknowledged his understanding and accepted Guardian’s offer to freeze his account for a two (2) month period.
Guardian spoke with Mr. [redacted] in September 2015 to discuss the status of his relocation. Mr. [redacted] indicated he was not prepared to relocate at that time. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel without payment of an early termination fee. Mr. [redacted] indicated he would like to determine if the new homeowners wished to activate monitoring services. Guardian’s representative indicated willingness to reach out to the new homeowner if Mr. [redacted] could provide their contact information.
On February 5, 2016, Guardian spoke with Mr. [redacted] at which time he disputed receipt of billing statements for the monitored premises. Guardian’s representative explained that Mr. [redacted] remained obligated under the Agreement until the end of the initial term unless he wished to remit payment of the early termination fee. Mr. [redacted] disputed the information provided to him. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian offered in good faith to provide and install a free base package plus a free medical pendant in exchange for execution of a new 36-month Agreement with a lowered monthly rate of $30. Alternatively, Guardian offered to accept a reduced early termination fee in the amount of $859. Regretfully, Mr. [redacted] declined Guardian’s offers and stated that the only acceptable resolution is to cancel the account without further payment.
Respectfully, Guardian is unable to accommodate Mr. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made in the monitored premises. While Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial loss. Guardian has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account.
Section 12 of Mr. [redacted]’s Agreement states, “Your obligations under this Agreement continue even if You sell or leave the Premises.” Guardian has made every reasonable effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement by offering to relocate his system, offering to reach out to the new homeowners upon being provided contact information, or by accepting a reduced early termination fee. Guardian believes these offers to be fair and reasonable and remains hopeful that Mr. [redacted] will concur. These offers shall remain available to Mr. [redacted] until close of business on March 17, 2016 after which they will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments until such time that he is eligible to cancel his account.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management Department