Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Guardian Interlock to have their device installed in my vehicle and was qouted a price of $87 over the phone. I agreed and went to my appointment where the device was installed, I then was presented a contract stating I would pay three times that amount ever month. I refused to sign the contract and stated I would like the device removed from my vehicle. The installer told me they could not remove the device without the permission of Guardian and that I would need to call their 1800 number. I have now called the 1800 number and sent emails repeatedly for over three months and have never received a response. I have now received a letter from guardian stating I have an outstanding balance per terms of our agreement (which I never signed) and I am responsible for the cost of the device. The letter has no balance listed or method in which to pay the balance. The only contact listed is the 1800 number that I then again called multiple times and left multiple voicemails. I have never received a response from guardian. I have now received a letter from the DMV stating my license will be revoked due to non payment to Guardian Interlock. I have never received a bill, an email, or phone call regarding any payment and am completely unable to resolve this issue due to the Guardians seemingly fraudulent business practices. I am currently in the process of speaking with attorneys on how best to handle this situation.

  Business response

  01/18/2024

  We apologize for any confusion, but Mr. ***** received a special, manually adjusted rate. Our contract numbers pull from the fee group the client is assigned to, so we are unable to alter the contract to show the manual rate given to Mr. ***** on that contact. This was explained to Mr. ***** when he was emailing with one of our representatives on 9/1/23. Mr. ***** responded by saying that he wouldn't sign that contract and would be removing and disposing of our device. The representative advised she would be happy to schedule a removal appointment and advised that he would be responsible for the full cost of the device if he did not return it. Our phone records don't show Mr. ***** attempted to reach us by phone between 8/30/23 and 1/15/24 to resolve this. 

  The Guardian Resolution manager will reach out to you today to see how we can assist you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩