Our Commitment to Service Excellence
At Guarino Security, we stand behind the quality of our professional installation and technical support services. This policy outlines our commitment to customer satisfaction and the process for addressing service concerns through fair and reasonable resolutions.
1. Policy Overview
This service resolution policy applies to all professional services provided by Guarino Security. By scheduling or purchasing our services, you acknowledge and agree to this policy. We handle service concerns on an individual assessment basis with the goal of reaching a fair and reasonable resolution for all parties.
Important Notice
Service concern submissions must be made within 30 calendar days of service completion. Submissions received after this period may not be eligible for formal review, though we will still attempt to address legitimate concerns.
2. Service Commitment & Guarantee
Our Service Promise
We guarantee that our installation and technical support services will be performed with professional skill, care, and attention to detail. If you have concerns about our work, we commit to working with you to reach a satisfactory resolution.
3. Service Resolution Eligibility
3.1 Eligible for Resolution Consideration
Service Not Completed
If we cannot complete the agreed-upon service as specified
Workmanship Issues
Significant concerns with professional workmanship that require resolution
Timely Cancellation
Service cancellation with appropriate advance notice as specified below
3.2 Generally Not Eligible for Refund
Change of Preference
Service was performed correctly but preferences changed afterward
External Factors
Issues with manufacturer equipment, internet service, or other external factors beyond our control
Late Cancellation
Cancellation without required advance notice as specified below
4. Service Concern Resolution Process
Contact us within 30 days of service completion via email or phone. Provide service details and specific concerns for resolution consideration.
Our team reviews your concern, examines service documentation, and may request additional information or schedule a follow-up assessment.
We propose a resolution, which may include repair, re-service, service credit, partial adjustment, or other fair solution based on our assessment.
If a financial adjustment is agreed upon, it is processed using the original payment method. Processing time depends on your financial institution.
Resolution Timeline Overview
Concern submission and acknowledgment
Review and assessment period
Resolution decision and communication
Implementation and completion
5. Resolution Options & Methods
Resolution Options
- Service Repair/Re-service: Address concerns through additional service work
- Service Credit: Credit toward future services with Guarino Security
- Partial Adjustment: Partial service fee adjustment based on circumstances
- Full Adjustment: Complete service fee adjustment in rare circumstances
Adjustment Methods
Financial adjustments are issued to the original payment method:
Third-party payment processing fees may apply and are typically non-refundable.
6. Special Service Categories
6.1 Remote Technical Support Services
Remote Support Resolution
For remote technical support services (starting at $79.99), if we cannot resolve your technical issue during the scheduled session, no charge will apply for that session. This applies to remote support services only.
6.2 On-Site Installation Services
Installation Service Resolution
For on-site installation services, we first attempt to resolve any concerns through repair or additional service work. Financial adjustments are considered only if we cannot resolve the concern through additional service.
6.3 Service Cancellation Policy
Cancellation Terms
- 24+ hours notice: Full return of any deposit or prepayment
- Less than 24 hours notice: 50% service preparation fee may apply
- No-show/no-call: Full service preparation charge may apply
- Company-initiated cancellation: Full return of any payment if we need to cancel
7. Frequently Asked Questions
8. Contact Information
Need to Discuss a Service Concern?
Contact our customer service team through any of the following methods:
Phone Support
+1 (409) 934-5391 For service resolution inquiriesResponse Time
24-48 hours
Monday-Friday, 9AM-5PM ESTFor most efficient processing, include "Service Concern" in your email subject line and provide complete information in your initial communication.
9. Policy Updates
Updates and Revisions
We reserve the right to update this service resolution policy at any time. Revisions will be effective immediately upon posting to our website. We encourage periodic review of this policy.
Last Updated:
Effective Date: January 1, 2024
Our Commitment to Fair Resolution
At Guarino Security, we believe in fair treatment and reasonable resolutions for service concerns. We approach each situation with careful consideration, aiming for outcomes that maintain professional relationships and mutual respect between our customers and our business.