Guardian Protection Services

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaintGuardian is a customer-focused organization and values the opportunity to assist in addressing his concerns Mr [redacted] indicates in his complaint that he wishes to cancel the account of his mother, Ms [redacted] ***, as she no longer resides at the monitored premisesOur records indicate Mr [redacted] contacted Guardian on February 12, to make such requestUnfortunately, when Mr [redacted] made the cancellation request he was unable to provide Ms***’s security password and therefore no changes were made to the accountIn a genuine effort to assist Mr [redacted] , Guardian’s representative offered to mail a copy of the password to the monitored premisesAdditionally, Guardian’s representative informed Mr [redacted] that a copy of the Power of Attorney for Ms [redacted] was required before Guardian could process his cancellation requestGuardian received the subject complaint shortly thereafter Guardian understands Mr [redacted] ’s frustration and apologizes for any inconvenience related to the account security passwordPlease understand that the security password authenticates the user and is in place to support the best interests of the customer, Ms*** Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss this matter directlyPursuant to that conversation, Mr [redacted] provided Guardian with a copy of the Power of Attorney for Ms***As such, Guardian has agreed to process the cancellation of Ms***’s account effective February 16, The balance due on Ms***’s account will be waived and she will be released from all further obligationMr [redacted] has expressed his complete satisfaction with this resolution Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] ***, Supervisor Customer Service Department

Thank you for forwarding Mr [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response Guardian has conducted a thorough review of Mr [redacted] ’s account and found that his initial transaction with Guardian occurred on July 29, 2013, at which time he executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring and Repair Agreement (“Monitoring Agreement”) in order to engage Guardian's servicesThe initial term of the Monitoring Agreement was for a period of three (3) years Pursuant to the Sales Agreement executed by Mr [redacted] , Guardian agreed to monitor the existing security system in Mr [redacted] ’s residenceMore specifically, Guardian agreed to takeover/ttwenty-four (24) existing devices, install a new glass break sensor and to replace the existing panel/keypadMr [redacted] was made aware that any existing equipment would not be warranted by Guardian because it was not installed by Guardian; Guardian merely connected to those existing components and agreed to monitor the systemHowever, any additional parts installed by Guardian are warranted by Guardian for a period of ninety (90) days pursuant to the terms of the Sales Agreement Mr [redacted] ’s existing system was activated and new components installed on August 8, Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be working properly as evidenced by receipt of all signals in Guardian’s central monitoring station Subsequent to activation, Mr [redacted] began to experience issues with the existing smoke detector devices in his homeWhile the smoke detectors were not covered under Mr [redacted] ’s warranty as they were not installed by Guardian, as a courtesy Guardian provided and installed five (5) new smoke detectors at no charge to Mr [redacted] in a genuine effort to earn his satisfaction Mr [redacted] also reported issues with window contacts which were components of his existing system and not installed by GuardianIn response to Mr [redacted] ’s concerns, Guardian dispatched a technician to inspect the window contacts and make necessary repairsAs a result, Guardian’s technician found the weather stripping/insulation around the windows to be interfering with the function of the window contactsUpon the technician reporting his findings to Mr [redacted] , Mr [redacted] requested that all existing (hard-wired) window contacts be replaced with new wireless devicesGuardian provided Mr [redacted] with the cost associated with replacing the devices, however Mr [redacted] declinedGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] directly in an effort to facilitate resolution of his concernsDuring that conversation, Guardian’s representative offered to schedule onsite service to fully inspect Mr [redacted] ’s system and make any necessary repairs to ensure the system is functioning to its full potentialGuardian’s representative also explained that Mr [redacted] had subscribed to Guardian’s Extended Repair Agreement, thus onsite service appointments are conducted for a $co-pay in lieu of Guardian’s standard service ratesMr [redacted] declined to schedule onsite service as he refused to remit any payment for onsite service Mr [redacted] reiterated his request to replace the existing hard-wired devices with new wireless devices and further requested that the service be completed at no charge to himGuardian’s representative informed Mr [redacted] that due to the large number of devices in the home which would need to be replaced (approximately devices), Guardian was unable to provide the equipment at no charge however Guardian’s representative offered to provide the equipment to Mr [redacted] at a drastically reduced cost of $25/deviceMr [redacted] expressed dissatisfaction with the cost associated with the devices and declined Guardian’s offer Mr [redacted] informed Guardian’s representative that he wished to cancel his account, and be fully refunded for all monies paid to dateMr [redacted] also requested that Guardian reinstall his original panel which he had in his possessionIn a genuine effort to bring resolution to Mr [redacted] ’s concerns, Guardian’s representative agreed to release Mr [redacted] from his Agreement with no early termination fee and further agreed to refund the nine (9) months of monitoring services paid to dateHowever, Guardian’s representative informed Mr [redacted] that Guardian in unable to reinstall his previous equipmentMr [redacted] informed Guardian that he finds the offer unacceptable and further expressed that he will engage another company to install the equipment and forward the billing statement to Guardian for paymentGuardian’s representative apologized to Mr [redacted] and expressed that Guardian respectfully will not remit payment to another company for the installation of any equipment, however Guardian remains willing to cancel the account and provide the refund requested by Mr [redacted] Mr [redacted] stated that he does not accept Guardian’s offer and refused cancellation of his account Guardian regrets that its efforts to satisfy Mr [redacted] did not meet his expectationsRespectfully, Guardian has assessed Mr [redacted] ’s account and found that Guardian has proposed resolutions that are fair and reasonable to both parties in a good faith effort to resolve Mr [redacted] ’s issuesRespectfully, it is unreasonable to expect that Guardian would incur labor and equipment expenses by providing and installing more than thirty (30) new security devices at no charge to Mr [redacted] , or to incur labor expenses by reinstalling antiquated security equipment Notwithstanding the above, it is Guardian’s sincere desire to bring final resolution to Mr [redacted] ’s concernsTo that end, the offers discussed above remain available to Mr [redacted] should he so desireIn summary, Guardian proposes the following: 1) Guardian will conduct onsite service during service hours (Monday through Friday from 8:00am – 5:00pm) under the $co-pay designated in Mr [redacted] ’s Extended Repair Agreement at which time Guardian’s technician will fully inspect and test the system and make any necessary repairsOR 2) Mr [redacted] may elect to purchase wireless devices at a drastically reduced cost of $25/deviceGuardian will conduct onsite service during service hours (Monday through Friday from 8:00am – 5:00pm) under the $co-pay designated in Mr [redacted] ’s Extended Repair Agreement at which time Guardian’s technician will swap out the existing hard-wired devices with the wireless devices purchased by Mr [redacted] OR 3) Guardian will release Mr [redacted] from the remaining obligation under the Agreement without further paymentGuardian will further provide Mr [redacted] with a refund for all monitoring services paid to date The above offers shall remain available to Mr [redacted] until close of business on January 26, after which they will be rescindedGuardian believes these offers to be fair and reasonable and is hopeful Mr [redacted] will concur Thank you for informing allowing Guardian the opportunity to clarify this matterShould you have any questions, please feel free to contact me directly at ###-###-#### Sincerely, [redacted] *** Manager Customer Service Department

April 3, Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Ms [redacted] ’s complaintGuardian values the opportunity to address and clarify this matter for all parties Ms [redacted] ’s letter asserts that her system malfunctioned causing an audible alarm which Guardian could not or would not repair Ms [redacted] also asserts that Guardian is no longer providing her with any serviceGuardian has conducted a thorough review of her account and, respectfully, Guardian has found Ms [redacted] ’s assertions to be inaccurate For background, our records indicate Ms [redacted] ’s initial transaction with Guardian occurred on December 19, at which time she executed a Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was for a period of sixty (60) months On March 17, 2017, Ms [redacted] contacted Guardian for assistance with beeping sounds emitting from the keypadGuardian determined that a motion sensor seemed to be causing the alertsMs [redacted] requested the cancellation of her account as a result of the audible soundGuardian provided Ms [redacted] with technical troubleshooting in an effort to determine why the keypad was beeping and to turn off the audible alertGuardian did assist Ms [redacted] in muting the sound, however the sounds returnedGuardian’s representatives then assisted Ms [redacted] with temporarily powering down the system until onsite service could be conducted Guardian offered to schedule onsite service at no charge to Ms [redacted] and further offered to apply a one (1) month credit to the account in apology for any inconvenienceMs [redacted] declined to schedule service and stated that cancellation of the account was the only remedy she would acceptGuardian received the subject complaint shortly thereafterSubsequent to receipt of your letter, Ms [redacted] did contact Guardian to schedule onsite service A service appointment was conducted at no charge on March 31, While onsite, Guardian’s technician replaced a backup battery, multiple sensors and the master bedroom wireless touchpad Prior to departing the residence, the technician fully tested the system and confirmed receipt of all test signals in Guardian’s central monitoring station Guardian apologizes to Ms [redacted] for any inconvenienceIn good faith, Guardian has place a credit to Ms [redacted] ’s account equal to one (1) month of monitoring services as promised Thank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

January 2, Re: [redacted] - Complaint # [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and address the concern Guardian extends sincerest condolences to Ms [redacted] for the loss of her husband and apologizes for any confusion related to the transfer of services into her nameBased on Ms [redacted] ’s request, Guardian will discontinue all 24-hour monitoring and related services at her former residence located at [redacted] in [redacted] ***The balance due on the account will be waived and no further billing statements shall be received from Guardian Thank you for allowing Guardian the opportunity to address Ms [redacted] ’s concernsShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] , Director Account Management Department

May 1, RE: [redacted] , Case # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and address the concern Guardian extends sincerest condolences to Ms [redacted] and her family for their recent lossBased on Ms [redacted] ’s request, Guardian has discontinued all 24-hour monitoring and related services at Ms [redacted] ’s residence located at [redacted] Said cancellation became effective April 15, Additionally, Guardian has agreed to refund the monthly monitoring fees for March and April and has further agreed to release [redacted] ’s estate from all further obligationMs [redacted] has expressed her satisfaction with this resolution On behalf of Guardian, I would like to apologize to Ms [redacted] for any inconvenienceGuardian takes great pride in delivering the finest security monitoring and related services available in the industry and values every opportunity to work with its customers to ensure they are consistently satisfied Thank you for allowing Guardian the opportunity to address this matter on behalf of Ms [redacted] Should you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] , Credit Manager Credit and Collections Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to provide response and facilitate resolution of Ms***’s concerns For background, Ms***’s account came to Guardian by way of an Authorized Dealer known as [redacted] As such, all aspects of Ms***’s sales transaction took place directly between [redacted] and Ms***Guardian was not present during any aspect of the sales transaction with Ms***Ms***’s system installation and activation was also conducted directly by [redacted] [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 Ms [redacted] engaged [redacted] by way of an Authorized Dealer Sales and Installation Agreement (“Agreement”) dated February 1, The initial term of the Agreement is three (3) yearsMs***’s system was activated on February 1, Ms [redacted] has expressed she is unable to utilize her security system due to equipment failureGuardian sincerely regrets the issues Ms [redacted] has experience and apologizes for any inconvenienceUpon receipt of your letter, Guardian reached out to Ms [redacted] directly in an effort to address and resolve her concernsDuring that conversation, Guardian agreed in good faith to waive the current balance due on Ms***’s accountGuardian’s representative further offered to schedule onsite service at no charge to fully inspect the system and make any necessary repairs; if Guardian is unable to resolve the communication issues with Ms***’s system while onsite, Guardian will agree to release Ms [redacted] from all remaining obligation under the Agreement without further paymentMs [redacted] has agreed to Guardian’s offer for onsite servicePlease be assured that Guardian will continue to work closely with Ms [redacted] until her concerns have been resolved to her complete satisfaction Thank you for the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

March 16, Revdex.com of Western Pennsylvania Attn: [redacted] RE: [redacted] Dear [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 [redacted] [redacted] ’s letter expresses discontent that his security system was not functioning properly and that he continued to remit payment for monthly monitoring fees during this timeAs a result, [redacted] has requested reimbursement for six (6) months of monitoring servicesGuardian has reviewed its records in response to [redacted] ’s concerns and offers the following information In November 2014, with just over three (3) months remaining in [redacted] ’s initial term, Guardian did not receive a regularly scheduled test signal from [redacted] ’s residenceGuardian assisted [redacted] in conducting a test of his system which confirmed that signals were not being properly transmitted to Guardian’s central monitoring stationGuardian’s representative reviewed [redacted] ’s account and informed him that his equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4GGuardian’s representative offered to replace the device at no charge to [redacted] in exchange for a new 36-month agreementGuardian’s representative also informed [redacted] that he would receive a 7” tablet at no charge in apology for the inconvenience [redacted] declined the offer as he did not wish to extend his contractIn an effort to assist [redacted] in restoring communication from his system, Guardian’s representative then offered to replace the device at no charge in exchange for a $technician fee [redacted] declined Guardian’s offer and expressed dissatisfaction with the $installation fee [redacted] further stated that he wished to complete the initial term of his agreement and then cancel his account On January 13, 2015, [redacted] contacted Guardian and requested the cancellation of his monitoring services, citing dissatisfaction that he was remitting monthly monitoring fees while his system was not transmitting signalsGuardian’s representative reiterated the previous offer to upgrade the cellular radio at no charge in exchange for a new 36-month agreementIn addition, Guardian’s representative offered to lower [redacted] ’s monthly monitoring rate and to upgrade his system to interactive services [redacted] stated he wished for time to consider the offer Guardian spoke with [redacted] on February 27, and inquired if he had considered the previous offer to upgrade his equipment [redacted] expressed he did not wish to complete the upgrade and that he intended to cancel his account at the end of his initial term [redacted] further expressed discontent that he would be required to remit a $installation fee to replace the device without executing a new agreement On March 11, 2015, [redacted] requested the cancellation of his accountPrior to processing cancellation, Guardian’s representative reviewed the previous offer to upgrade [redacted] ’s equipment to interactive services, provide and install a new cellular radio at no charge and lower his monthly monitoring fee in exchange for a new 36-month agreementIn good faith, Guardian’s representative also offered to provide [redacted] with six (6) months of monitoring service at no charge in apology for the inconvenience [redacted] declined Guardian’s offer and requested to move forward with cancellationPursuant to his request, Guardian has processed [redacted] ’s account to be terminated effective March 31, Guardian received the subject complaint shortly thereafter Upon receipt of the complaint, Guardian reached out to [redacted] directly to provide explanationDuring that conversation, Guardian’s representative reviewed with [redacted] the upgrade offer presented to [redacted] in November At that time, [redacted] declined to upgrade his equipment and informed Guardian that he wished to cancel his account when his initial term expired in a few monthsGuardian’s representative explained that had [redacted] pursued cancellation of his account in November 2014, the terms of his agreement would have required an early termination fee in excess of $1,By continuing to remit monthly monitoring fees until the end of his initial term on February 28, (four payments of $= $171.40), [redacted] saved a significant amount of money [redacted] expressed his understanding with Guardian’s explanation and further stated that he is happy with his decision to complete his initial term prior to cancelling his account Thank you for allowing Guardian the opportunity to address this matter for [redacted] Should you have any questions, please contact me directly at [redacted] Sincerely, [redacted] ***, Manager Customer Service Department

Thank you for informing Guardian of Mr [redacted] ’s additional concernsGuardian apologizes that Mr [redacted] ’s overall customer experience has not met his expectations As previously stated, Mr [redacted] ’s Agreement and contractual obligation is with [redacted] Guardian merely provides 24-hour monitoring services to Mr [redacted] on behalf of [redacted] Notwithstanding, in a genuine effort to facilitate resolution, Guardian immediately relayed Mr [redacted] ’s concerns to [redacted] As a result, [redacted] has authorized Guardian to accept Mr [redacted] ’s request to cancel his account and release him from all remaining obligation under his Agreement with [redacted] Upon cancellation, Guardian will no longer respond to any signals received from Mr [redacted] ’s residence Should you have any questions, please contact me at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response in hopes of assisting Ms [redacted] For background, Ms [redacted] ’ account came to Guardian by way of an Authorized Dealer known as [redacted] As such, all aspects of Ms [redacted] ’ sales transaction took place directly between [redacted] and Ms [redacted] Guardian was not present during any aspect of the sales transaction with Ms [redacted] In order to establish a Guardian account for Ms [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 Ms [redacted] ’ services and subsequent billingsPlease 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 the nature of Ms [redacted] ’ concerns, Guardian has agreed to accept her request to cancel her account and discontinue 24-hour monitoring and related servicesMs [redacted] ’ account will be cancelled effective November 30, Additionally, Guardian will issue a refund to Ms [redacted] in the amount of $for monitoring payments made to datePlease note that upon cancellation of monitoring services, Guardian will no longer respond to any signals from Ms [redacted] ’ system Thank you for allowing Guardian the opportunity to address and resolve this matterShould you have any questions, please contact me directly at ###-###-#### Sincerely, [redacted] , Manager Dealer Operations

Thank you for providing Guardian Protection Services, Inc(“Guardian”) with Mr [redacted] additional commentsMr [redacted] has expressed dissatisfaction that Guardian has declined to provide him with its proprietary system code, which would allow access the control panel’s digital transmitter and other critical system-level programming functionsAs previously stated, the use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the systemIn no way is this protocol an “illegal practice” as asserted by Mr [redacted] Mr [redacted] letter states, “If 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 something which impacts the security, then what are you there for?” Respectfully, making configuration changes to a computer will not result in alarms nor result in armed police officers responding to Mr [redacted] home unnecessarilyPlease note that multiple alarms can result in fines being assessed against Mr [redacted] by his local municipalityAdditionally, Mr [redacted] programming changes may not only result in alarms, but could render his system unable to communicate signals in an actual alarm event which could be detrimental to his safetyIt is for this reason that Section B of Mr [redacted] Agreement clearly states, “The Customer will not tamper or interfere with the System, nor permit others to do so.” Additionally, please understand that the proprietary code utilized by Mr [redacted] system is also used by many other Guardian customersReleasing this programming code to Mr [redacted] places other Guardian customers in a vulnerable positionAccordingly, Guardian cannot release this code to Mr [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Mr [redacted] Mr [redacted] letter also asserts “When I cancel the service, then you are oblized (sic.) to give the codes to me.” Respectfully, Mr [redacted] assertion is inaccurateSection B of Mr [redacted] Agreement states, “The Customer agrees that the Company can make program changes to the Company’s proprietary data located in the transmitting device, including making the System non-functional, if the Agreement is ended.” Notwithstanding, should Mr [redacted] wish to cancel his account at the end of the initial term of his Agreement, Guardian will agree to delete its proprietary coding and other information from the control panel and replace it with a default codeBy doing so, Mr [redacted] will have access to make changes to his programming or to allow an alternate security company to take over his systemHowever, while Mr [redacted] system is actively being monitored by Guardian, Guardian respectfully declines to release the proprietary code information to him Thank you for allowing Guardian the opportunity to clarify this matter for Mr [redacted] Should you have any questions, please feel free to contact me at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

Thank you for forwarding Ms [redacted] s’ complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to address her concerns Ms [redacted] s’ letter expresses dissatisfaction regarding issues with equipment subsequent to the upgrade of her security systemUpon receipt of your letter, Guardian contacted Ms [redacted] s to discuss her concerns directlyIn a good faith effort to bring swift resolution to this matter, Guardian has agreed to apply the following credits to Ms [redacted] s’ account: 1) $towards the cost of the equipment installed during the upgrade; 2) $for batteries recently replaced in a bedroom window contact; 3) $for the co-pay assessed for recent onsite service; 4) $for one month of monitoring service; and 5) $representing a lump sum credit of $5/month for the remaining months of Ms [redacted] s’ Agreement The above credits were applied to Ms [redacted] s’ account on October 22, Ms [redacted] s has expressed her satisfaction with this resolution Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please feel free to contact me directly at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr [redacted] ’s complaintGuardian values the opportunity to provide response and facilitate resolution of his concerns Guardian has conducted a thorough review of the above account and offers the following informationFor background, Mr [redacted] ’s account came to Guardian by way of an authorized dealer known as [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 Mr [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, for an initial term of five (5) years On October 8, with sixteen (16) months remaining in the initial term of his Agreement, Mr [redacted] informed Guardian that had moved from the monitored premisesGuardian’s representative informed Mr [redacted] that the initial term of his Agreement had not yet been satisfied and in order to terminate the account prior to the end of its initial term, payment of an early termination fee was requiredIn an effort to assist Mr [redacted] in fulfilling his obligations under the Agreement, Guardian offered to transfer his services to his new residence under a new AgreementMr [redacted] declined all offers and Guardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss his concerns directlyWhile Guardian maintains the legal right to pursue fulfillment of the terms of Mr [redacted] ’s Agreement, in good faith Guardian has agreed to cancel Mr [redacted] ’s account and release him from further obligationMr [redacted] ’s account was cancelled effective October 17, and he will receive no further billing statements from GuardianMr [redacted] has expressed his complete satisfaction with this resolution Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] , Director Account Management Department

Thank you for forwarding Mr. [redacted] ’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. [redacted] ’s concerns. Mr. [redacted] has requested a refund for the cost of a panel battery which he purchased in November 2014. Guardian has reviewed... its records in response to Mr. [redacted] ’s request and offers the following. On November 2, 2014, Mr. [redacted] requested a new panel battery for his system. Per his request, Guardian shipped a battery to Mr. [redacted] ’s residence. Mr. [redacted] received the battery and installed it on November 6, 2014. Guardian invoiced Mr. [redacted] the sum of $43.76 for the cost of the battery. Mr. [redacted] contacted Guardian on January 28, 2015 and requested the cancellation of his account as he was no longer using the system. Mr. [redacted] ’s account was cancelled pursuant to his request effective February 20, 2015. On February 26, 2015, Mr. [redacted] contacted Guardian and expressed dissatisfaction that he was receiving low panel battery notifications at the keypad. Mr. [redacted] requested a refund for the cost of the panel battery. Guardian’s representative offered to assist Mr. [redacted] with technical troubleshooting in an effort to assist him. Mr. [redacted] declined all offers for assistance and reiterated his request for a refund. Guardian’s representative expressed that he would need to review the request for reimbursement with a supervisor as Mr. [redacted] was no longer a monitored customer of Guardian. On March 10, 2015, Guardian contacted Mr. [redacted] and informed him that his request for a refund could not be approved as the 90-day warranty for the panel battery had expired. Due to storms in Mr. [redacted] ’s area which had likely caused the battery to go low, Guardian’s representative offered to assist Mr. [redacted] by conducting a sensor test to ensure the battery was restored in the system. Guardian’s representative also offered to schedule onsite service at standard billable rates to repair and/or replace the battery. Mr. [redacted] declined all offers of assistance. 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 reiterated that the warranty on the panel battery had expired and thus he did not qualify for reimbursement. Notwithstanding, in order to satisfy Mr. [redacted] , Guardian has agreed in good faith to provide the refund pursuant to his request. Mr. [redacted] will be receiving payment via check within the next several weeks. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####. 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 clarify its role in this matter While Ms [redacted] ’ 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 [redacted] ’ account is among those for which Guardian provides these servicesMs [redacted] ’ sales transaction, system installation and system activation process took place directly between [redacted] and Ms [redacted] ; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, [redacted] ’ 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 Ms [redacted] ’ 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 [redacted] ’ account and discontinue 24-hour monitoring and related servicesPlease note, upon cancellation Guardian will no longer respond to any signals from Ms [redacted] ’ systemAdditionally, the balance due on Ms [redacted] ’ account will be waived and she will receive no further billing statements from Guardian In order to finalize the cancellation of her account, I ask that Ms [redacted] contact me at the telephone number listed below at her earliest convenience Thank you for allowing Guardian the opportunity to respond to Ms [redacted] ’ complaintShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, [redacted] ***, Supervisor Customer Service Department

Thank you for forwarding Ms. ***’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern. Guardian extends its apology to Ms. [redacted] for the delay in installing her security system... and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. ***’s account and found that the service appointments referenced by Ms. [redacted] were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Ms. ***’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Ms. ***’s issues were a rare oversight and has been appropriately addressed and corrected within their organization. Subsequent to receipt of your letter, Guardian’s subcontractor did conduct onsite service at Ms. ***’s residence on March 7, 2015. Ms. [redacted] informed Guardian that she was pleased with the subcontractor’s technician. The installation of the system was completed however the technician was unable to achieve signal transmission and will need to return to Ms. ***’s residence to install an antenna. Guardian has delivered the equipment to the subcontractor who will be contacting Ms. [redacted] directly to schedule onsite service. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure the system installation is completed to her full satisfaction. Additionally, please note that Guardian will apply a credit to Ms. ***’s account equal to six (6) months of monitoring service after installation of her system has been completed. Guardian has also agreed to waive the $200 installation fee. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs. Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. ***. Sincerely, [redacted] ***, Director Account Management Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian realizes and respects the sacrifices made by military personnel and would like to thank Ms [redacted] for her business as well as her husband’s military service to protect our nation Ms [redacted] ’s letter expresses dissatisfaction with the initial term of the Agreement she executed upon relocating monitoring services to a new residence as a result of her husband’s military ordersGuardian apologizes to Ms [redacted] for any confusion related to the term of her Agreement and/or its relocation programGuardian has reviewed its records and found that the initial term of the Agreement is clearly designated on the form to which Ms [redacted] placed her signatureNotwithstanding, in a genuine effort to bring swift resolution to her concerns, Guardian contacted Ms [redacted] and agreed to cancel the remaining obligation under the Agreement without further paymentMs [redacted] has expressed her complete satisfaction with this resolutionGuardian extends best wishes and thanks to Ms [redacted] for the opportunity to serve her security needs and hopes she will consider Guardian again should she desire security services in the future Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] , Director Account Management Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaintGuardian values the opportunity to respond and assist in facilitating resolution 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] [redacted] , to provide 24-hour monitoring services, telephone customer support services and billing services for their customersMr [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 As background, Guardian’s records indicate that Mr [redacted] initially engaged [redacted] ’s services on October 11, 2012, as memorialized in the Monitoring Agreement (“Agreement”)The initial term of the Agreement is three (3) yearsThe Agreement bears Mr [redacted] ’s signature On October 25, 2014, Mr [redacted] informed Guardian that he was moving from the monitored premisesGuardian informed Mr [redacted] that his account could be placed in an inactive state for a period of three (3) months to allow him the opportunity to secure a new residence On December 22, 2014, Mr [redacted] informed Guardian that he had purchased a new home and requested that monitoring services be transferredGuardian immediately informed [redacted] of Mr [redacted] ’s desire to relocate services and requested that [redacted] contact Mr [redacted] directly to coordinate installation and activation of his new systemUnfortunately, [redacted] does not have a local presence near Mr [redacted] ’s new home and was unable to locate a subcontractor in the area who could install the new system on their behalfDue to the unique situation, [redacted] authorized Guardian to accept a 50% reduction of the early termination fee to allow Mr [redacted] to cancel his accountGuardian presented the offer to Mr [redacted] who accepted and remitted said payment on February 9, Guardian received the subject complaint immediately thereafter Guardian apologizes that the efforts made by [redacted] to relocate Mr [redacted] ’s monitoring services did not meet his expectations however please understand that Mr [redacted] ’s relocation from the premises does not alter his legal obligations to [redacted] pursuant to the terms of his Agreement [redacted] provided and installed expensive electronic security equipment at no charge to Mr [redacted] with the expectation to recover that investment made over the 3-year term of the AgreementHad Mr [redacted] elected to cancel his account immediately upon relocation, an early termination fee would also have also been required at that time Because [redacted] was unable to accommodate Mr [redacted] ’s request to relocate services, [redacted] in good faith offered to reduce Mr [redacted] ’s early termination fee by 50% as a courtesyMr [redacted] accepted the proposal and remitted payment accordinglyTherefore, based on the above information, [redacted] finds Mr [redacted] ’s request for reimbursement of the early termination fee unwarranted at this time Thank you for advising Guardian of Mr [redacted] ’s concernsShould you have any questions, please contact me directly at ###-###-#### Sincerely, [redacted] ***, Director Account Management Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to address Mr [redacted] ’s concerns Please note 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 the complaint, Guardian researched Mr [redacted] ’s account records on file with Guardian Our records indicate Mr [redacted] ’s initial transaction with [redacted] occurred on March 21, at which time Mr [redacted] executed a Monitoring Agreement (“Agreement”) with Protection Source for an initial term of two (2) years Shortly after engaging Protection Source, Mr [redacted] negotiated a lower monthly monitoring rate directly with [redacted] A credit was applied to Mr [redacted] ’s account on May 27, reflecting Mr [redacted] ’s new rate retroactivelyUpon application of this credit, a minimal balance remained due on Mr [redacted] ’s accountAs that amount remained unpaid each month, late fees began to accrueUpon receipt of the subject complaint, Guardian reviewed Mr [redacted] ’s account and in good faith waived the balance due in order to satisfy Mr [redacted] ’s concerns Guardian contacted Mr [redacted] on November 7, and reviewed the above information in a further effort to address his concernsDuring that conversation, Guardian apologized to Mr [redacted] for any confusion and as a further gesture of good faith, Guardian offered to apply a credit to Mr [redacted] ’s account equal to two (2) months of monitoring servicesMr [redacted] expressed dissatisfaction with Guardian’s gesture and requested the cancellation of his accountGuardian’s representative informed Mr [redacted] that he was ineligible to cancel his account as he remained within the initial term of his Agreement with [redacted] Guardian received the subject complaint shortly thereafter Respectfully, Guardian is unable to simply cancel Mr [redacted] ’s account with [redacted] Should Mr [redacted] wish to cancel his account prior to the end of his initial term, Mr [redacted] ’s Agreement with [redacted] states he may do so upon payment of “100% of the amount due to the Company for the remainder of this Agreement”That amount is designated to be $(months X 34.95/month – credit applied by Guardian in good faith)Upon receipt of payment of $593.11, Mr [redacted] ’s account will be cancelled and he will be under no further obligation to [redacted] Alternatively, Mr [redacted] may remit timely monthly payments and continue to enjoy 24-hour monitoring services until such time that he is eligible to cancel his account Thank you for providing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please contact me at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Ms [redacted] ’s complaintGuardian values the opportunity to provide response and address her concerns Guardian regrets that a burglary event occurred at Ms [redacted] ’s homeFor clarification, on the day of the burglary event on March 4, 2014, Guardian received the alarm signals and responded appropriately and immediately as indicated below: 18:43:Guardian received an alarm signal from an activation of the back door contact 18:43:Guardian received an alarm signal from an activation from the foyer motion sensor 18:44:Within ten (10) seconds, Guardian called the premises telephone number to verify the conditionMs [redacted] answered and instructed Guardian to dispatch the authorities in response to the alarm signals received 18:44:Guardian contacted the [redacted] County Police Department and notified the PD Operator of the alarm condition at Ms [redacted] ’s home Within fifty-two (52) seconds of receiving the alarm, Guardian contacted Ms [redacted] to verify the condition and dispatched the police pursuant to her instructions Ms [redacted] expressed concern that the audible siren did not activate during the burglary and further states she believes the siren was not properly programmed at installation to audibly engage during an alarmGuardian has reviewed its records and Ms [redacted] ’s account in response to her concernsPlease note that Guardian’s standard procedure when installing a new system is to test the siren annunciation while testing communication with all zonesThis protocol also applies to any and all subcontractors who install equipment on behalf of GuardianAdditionally, the security panel in Ms [redacted] ’s home is delivered by the manufacture with the siren set to annunciate by defaultIn order to disable the audible siren, the system would need to be specifically programmed accordinglyFinally, it is important to understand that the configuration of the audible siren is controllable at the keypad by the customer, thus can easily be turned off by a user who elects to change system configurationsRespectfully, Guardian is unable to control circumstances whereby alterations made at the premises affect the operation of the systemGuardian urges customers to conduct a frequent test of their alarm system (at least monthly) to ensure proper signal transmissionMs [redacted] ’s Agreement with Guardian also highlights this aspect Again, Guardian sincerely regrets that Ms [redacted] experienced an actual burglary eventGuardian recognizes that this is a serious event, however it should be understood that a security system in its design cannot prevent a forced or unauthorized entry; the security system is designed to detect unauthorized entry when the system is properly armedGuardian’s review of the alarm incident revealed that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received Upon receipt of the subject complaint, Guardian contacted Ms [redacted] and reviewed the above information with herMs [redacted] acknowledged her understanding of Guardian’s explanation of the event in questionGuardian also discussed with Ms [redacted] her request for reimbursement for the losses sustained during the burglaryWhile Guardian explained to Ms [redacted] that it could not accommodate her request for reimbursement, the parties were able to reach a mutually agreeable resolution to her requestI believe Ms [redacted] ’s concerns have been fully resolvedPlease be assured that Guardian will continue to work closely with Ms [redacted] to ensure her continued satisfaction with the services we provide Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-#### Sincerely, [redacted] ***, Manager Customer Service Department

Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and clarify this matter for all parties Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Mr***’s accountFor background, Mr***’s initial transaction with Guardian occurred on February 8, at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was for a period of thirty-six (36) monthsMr [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mr [redacted] also executed the Agreement by affixing his signature at the bottom of the form In February with twelve (12) months remaining in the initial term of his Agreement, Mr [redacted] advised Guardian that he was moving and wished to activate the existing security system in his new homeGuardian’s representative offered to take over the existing system, replace the keypad and replace the security panel at no cost to Mr [redacted] in exchange for a new 36-month Monitoring AgreementMr [redacted] stated he did not wish to execute a 36-month Agreement and requested that Guardian transfer the remaining months in his initial term to the new homeGuardian’s representative explained that in order to activate services at the new residence, a new monitoring agreement is required to reflect the actual monitored siteAdditionally, there is a cost associated with replacing the keypad and panel which can be offset by executing a new 36-month AgreementIn an effort to earn Mr***’s satisfaction, Guardian offered to activate the existing system for the twelve (12) months remaining in Mr***’s initial term at billable rates for installation and equipmentMr [redacted] expressed interest in this offer and further requested pricing information for additional equipment Pursuant to Mr***’s request, Guardian offered to take over the existing system, install one (1) new keypad, one (1) new security panel, three (3) glass break sensors and one (1) cellular communication unitGuardian presented three (3) options to Mr***, as follows: 1) 12-month Agreement + $relocation fee + $equipment = $1,installed 2) 36-month Agreement + $relocation fee + $equipment = $installed 3) 60-month Agreement + $relocation fee + $equipment = $installed Upon receipt of the above options, Mr [redacted] contacted Guardian and indicated he would execute a new 36-month Agreement however requested that Guardian waive the $installation feeIn good faith, Guardian agreed to accommodate Mr***’s requestShortly thereafter, Mr [redacted] informed Guardian that he was no longer agreeable to adding time to his initial term nor did he wish to remit payment of the relocation fee and/or the costs associated with additional equipmentMr [redacted] further requested to remit the early termination fee to cancel his account On March 5, 2015, Guardian’s supervisor contacted Mr [redacted] to review his concernsDuring that conversation, Guardian’s supervisor explained the terms of the early termination fee as set forth in his Agreement and provided Mr [redacted] with the amount he would need to remit in order to cancel his accountGuardian’s supervisor also stated that it was Guardian’s desire to maintain Mr [redacted] as a customer and reiterated that the relocation offers presented to him were very generousMr [redacted] disputed the early termination amount provided to him and requested that his Agreement terms be reviewed by Guardian’s legal counselGuardian’s supervisor expressed she would relay Mr***’s concerns to the legal team and would contact him when she had received the attorney’s responseGuardian received the subject complaint shortly thereafter Mr***’s letter asserts that Guardian is “in material breach of contract.” With all due respect, Guardian finds this statement to be falseGuardian has at all times honored its obligation under the Agreement and respectfully expected Mr [redacted] to reciprocate by remitting timely monthly payments until the end of his initial termUpon notification that Mr [redacted] was moving from the monitored premises, Guardian made every reasonable effort to assist Mr [redacted] in fulfilling his obligation under the Agreement by presenting several good faith relocation optionsUnfortunately, Mr [redacted] rejected all offers of assistance While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr***’s Agreement, in order to satisfy the complaint Guardian has agreed to accept Mr***’s request to cancel his accountMr***’s account was terminated effective March 11, As such, Mr [redacted] will receive no further billing statements from GuardianGuardian has also reviewed Mr***’s request for reimbursement and respectfully finds his request to be unwarranted at this time Thank you for the opportunity to respond to Mr***’s concernsShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, [redacted] ***, Director Account Management Department