Complaints for Guardian Protection in Warrendale, PA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Guardian Protection

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12/6/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $750.00 Amount Settled: $0.00

Customer Complaint

11/22/2021

I am moving and can not continue my services with Guardian Protection and they are also refusing for me to even offer for the new home owner to transfer services. They said my contract is through simply safe. Guardian was wanting to charge me $1200 to cancel or my other option given was to stop monitoring my home and me continue to pay my bill for the next 23 months. 2 people would not help at all and I requested speaking with a supervisor. The supervisor called and told me if I pay $750 instead of $1200 they would let me cancel. They will not negotiate at all. They told me that I can not transfer to the new home owner but I would have to pay this amount or continue to pay monthly without services. I explained to them I could not move their services to my new home it's just not an option I have. They also said the new home owner could sign their own contract which I see as them getting paid twice for the services and I'm not even using them. Can you please help me I don't think I should have to pay this if I am moving and don't have a choice to be able to continue their services. Resolution Sought Help me get out of paying $750 because I have to move and they won't let me cancel my service.

Company Response

11/23/2021

Hi Wendi, To clarify, you signed up for your home security system through our authorized dealer Safe n Sound. Your monitoring contract is not with "simply safe"; it is with Guardian Protection. I’m sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is very important to Guardian. Because Guardian makes a significant upfront investment when new electronic security hardware is installed and activated in your property, the costs of such hardware are recouped by the provider over the initial contract period. This is the reason an early termination fee may apply if you wish to cancel prior to the end of the initial contract period. The contract also serves to protect both the consumer and the provider, by defining services to be provided, rates, terms and obligations of each party. Sincerely, Mary Lynn M. Customer Satisfaction Advocate

8/15/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $140.15 Amount Settled: $0.00

Customer Complaint

7/13/2021

I officially had a contract with SFI for security services. This contract was made for three years. That contract is no longer a valid contract due to the fact that it has been well over three years. The official start date for the contract was July 7th 2011. March of 2019, the service was switched to Guardian Protection Services. I have continually paid the monitoring fee for almost 10 years without fail. I had my phone services turned off in February2021 because of very annoying phone calls, and even call the police department about it. They stated that there was nothing they could do. With the pandemic and so many people being at home the calls were becoming to be an extreme annoyance. I reached out to the phone company to find out if there was something they could do about the calls, and there wasn't. I requested that they turn off the service and they graciously did. The security system began to chirp several times during the day and night. I assumed it was the battery and asked my husband to change it. He looked at it and there was no battery to be changed. After a few weeks of the constant chirping I called Guardian to see if they could help. I was only advised on what steps to take in order to stop the chirping noise, but I was never told that I needed a landline in order to keep my security system. Those steps I was walked through worked for a few weeks before the chirping started again. I called again and this representative stated that I needed a loa Resolution Sought I wish to no longer be contacted by the company, and to not be charged for a service that could not be provided .

Company Response

7/14/2021

UPDATED 8/3/21: A Guardian Protection supervisor spoke to Ms. Canada on Monday, August 2. She understood that Guardian first learned about her change in phone service when she called to notify us on April 22 at which time we canceled her account with a 30-day cancellation notice. Ms. Canada owed Guardian for monitoring services rendered between February 1 and May 22, 2021. However, as a show of good faith, Guardian accepted a final payment of $68.58 from Ms. Canada to cover services rendered only for the months of February and March. Guardian credited Ms. Canada for the remainder and has amicably resolved and settled the issue. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- UPDATED 7/30/21: We have conducted additional research and have located this consumer within our customer database. Today, our supervisor telephoned the customer in an attempt to settle this complaint amicably. The supervisor was unable to reach the customer. Because the supervisor will be away the next couple of days and because she would very much like to resolve the issue, a voice message was left with a request for Ms. Canada to please return the supervisor's call anytime between Monday, August and Thursday, August 5. With issues of this nature, we do not email clients, we communicate via phone on a recorded line and we must speak with the customer in order to resolve. If you are in contact with Ms. Canada, please let her know that we would like to work with her on this and please alert her to our voicemail message. We look forward to following up with BCA after speaking to Ms. Canada. Sincerely, Mary Lynn Moriarity Customer Satisfaction Advocate -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- I am sorry for the difficulties that you have experienced and would like to get you some assistance with your request. So that we can locate your account, kindly email your Guardian account information (name, premises address, phone number) to wecare@guardianprotection.com. Thank you for your patience and I look forward to hearing from you. Mary Lynn M. Customer Satisfaction Advocate

Customer Rebuttal

8/2/2021

I received a call from a Guardian representative Debby (Special liaison). She left a message instructing me to call her at 18666087567. I called the number, but no one answered the call. I followed the instructions on the messaging system leaving a voicemail with my name, phone number, and address. I also stated that the call was about being billed for a service that they could not provide for me. My called was placed on August 2, 2021 at about 1:50p.m.

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