YMCA of Central Ohio

For resolution of my complaint, I would like the company to provide the installer and dealer codes for my home security system. This will provide good faith that they are compliant and willing to unlock my owned, home security system.

April 14, 2016
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns and clarifying...

this matter for all parties.
For 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 between [redacted] and Mr./Mrs. [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 Mrs. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on June 21, 2013. The initial term is designated as sixty (60) months. [redacted] installed and activated The [redacted]s’ system on June 24, 2013.
Mr. [redacted]’s letter asserts that Guardian has not consistently monitored his system. Upon learning of Mr. [redacted]’s concerns, Guardian conducted a thorough review of his account. Our records indicate that all regularly scheduled monthly test signals have been properly received by Guardian’s central monitoring station which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Mr. and Mrs. [redacted]’s Agreement recommends that customers test their system on a monthly basis. A review of Mr. [redacted]’s account found no record of Mr. or Mrs. [redacted] requesting to test their system subsequent to activation on June 24, 2013. Additionally, please note that Guardian has no record of Mr. [redacted] expressing concern regarding system communication until receipt of the subject complaint.
Mr. [redacted] has also asserted that Guardian was disrespectful and used profanity during telephone conversations. With all due respect, Mr. [redacted]’s statement is false. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of the telephone interactions between Mr. [redacted] and Guardian’s representatives. Guardian’s investigation revealed that all Guardian representatives conducted themselves in a polite and professional manner at all times in an earnest effort to assist Mr. [redacted]. Should the telephone interactions referenced in Mr. [redacted]’s letter have taken place with [redacted] representatives, Guardian would have no record of those telephone calls.
Finally, Mr. [redacted]’s letter asserts that Guardian has failed to honor its part of the contract and that Guardian has further refused to correct the issue. Respectfully, Guardian finds these assertions to be false. For background, on January 9, 2016 Mr. [redacted] contacted Guardian and expressed discontent regarding a zwave thermostat which was not working properly. Guardian scheduled onsite service to take place four (4) days later on January 12, 2016. A technician arrived for the service appointment as scheduled on January 12th however Mr. [redacted] would not permit the technician to make any repairs to the system and requested that the technician leave the premises.
On January 21, 2016, Mr. [redacted] contacted Guardian and requested cancellation of his account, citing dissatisfaction that onsite service could not be conducted for four (4) days following his initial report of the issue. Guardian’s representative apologized to Mr. [redacted] and explained that he was ineligible to cancel his account as thirty-one (31) months remained in the initial term of the Agreement.
On March 28, 2016, Mr. [redacted] requested onsite service related to his keypad and zwave devices. Onsite service was scheduled for and took place two (2) days later on March 30, 2016. During the service appointment, the technician removed the thermostat and learned it back in, reprogramming it to the keypad. The technician recommended to Mr. [redacted] that he upgrade the thermostat or the keypad if the issue persisted. Guardian received the subject complaint the following day.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Mr. [redacted] stated that he previously attempted to cancel his account during the three-day right of recission period at the time of sale with [redacted] and further asserted that he possessed documentation confirming such. Mr. [redacted] indicated he would forward a copy of that documentation to Guardian for review however Guardian has not received anything from Mr. [redacted] to date. Mr. [redacted] also informed Guardian’s representative that his keypad was not working and that he had requested a new keypad during a recent service appointment. Mr. [redacted] expressed dissatisfaction that the technician did not replace the keypad during the onsite appointment. Guardian’s representative apologized to Mr. [redacted] for his frustration and offered to send a technician at no charge to replace the keypad. Mr. [redacted] declined to schedule onsite service and stated that cancellation of the account is the only resolution he will accept.
Respectfully, Guardian finds Mr. [redacted]’s request to cancel his account without further payment to be unwarranted. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services. Guardian’s records indicate Mr. [redacted]’s system has properly transmitted signals at all times which was further confirmed during the onsite service appointment conducted on March 30, 2016 when the technician tested all devices prior to departing the residence. Guardian also immediately addressed service concerns relayed by Mr. [redacted] by dispatching a technician to his residence on two (2) occasions. Finally, Guardian found no record of any employee using profanity with Mr. [redacted] as stated in his complaint. For these reasons, Guardian declines to simply cancel Mr. [redacted]’s account.
Should Mr. [redacted] wish to cancel his account prior to the end of the initial term, Section 9 of his Agreement states he may do so upon remittance of an early termination fee in the amount of $750. As such, upon receipt of payment of $750, Guardian will terminate Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Mr. and Mrs. [redacted] may continue to remit timely monthly payments and continue to utilize their 24-hour monitoring services until such time that they are eligible to cancel.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service 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.  Although I believe if I had not complained to the Revdex.com I would still be waiting for this company to refund the money owed...they intentionally lied on multiple occasions about their refund policy, and in my opinion, try to give the customer the runaround.
Regards,
[redacted]

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 13, 2016
Re: [redacted] - Complaint [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response to Mr. [redacted]s concerns.
Our records indicate that Mr....

[redacted]s original transaction with Guardian occurred on November 5, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage monitoring services. The initial term is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials in Section C which outlines the 60-month initial term.
Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction at the time of sale. Mr. [redacted] did not alter or cancel the engagement of Guardian therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. Our records indicate Mr. [redacted]s system was installed and activated on November 7, 2013.
In December 2015, Mr. [redacted] requested the cancellation of his account, stating he was informed by the sales representative that he could cancel after one year. Guardian’s representative reviewed Mr. [redacted]s sales paperwork and explained the initial term to be sixty (60) months.
In January 2016, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] disputed executing the Agreement. Guardian’s representative offered to mail a copy to him however Mr. [redacted] declined. Mr. [redacted] requested that billing be discontinued. Guardian’s representative politely explained that he remained within the initial term of his Agreement and therefore billing would continue.
In March 2016, Mr. [redacted] again stated to Guardian that he did not sign the Agreement. Guardian’s representative offered to mail a copy of the Agreement to Mr. [redacted]; Mr. [redacted] declined. Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that thirty-four (34) months remained in the initial term of his Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian had no further contact with Mr. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his complaint. During that conversation, Mr. [redacted] stated he agreed to an initial term of thirty-six (36) months at the time of sale, not sixty (60) months, and that he was promised he could cancel after one year. Guardian’s representative explained that the Agreement defines the initial term to be sixty (60) months and inquired if Mr. [redacted] had documentation indicating a lower term or the option to cancel after one year. Mr. [redacted] expressed that he did possess such documentation which he would email to Guardian that same day.
Guardian did receive documentation from Mr. [redacted] on May 4, 2016. Upon review, the documentation provided by Mr. [redacted] stated that he could transfer service at no charge to him after the first year. Guardian’s representative explained to Mr. [redacted] that this document indicated he could transfer service to someone else however it did not provide for early cancellation. Mr. [redacted] reiterated that he was informed his initial term would be thirty-six (36) months and that he could provide additional documentation to confirm this statement. Guardian’s representative requested that Mr. [redacted] provide that paperwork for review. As of this date, Guardian has not received any additional documentation from Mr. [redacted].
Respectfully, Guardian is unable to cancel Mr. [redacted]s account at the present time absent payment of an early termination fee. Notwithstanding, in good faith Guardian will agree to reduce Mr. [redacted]s initial term from sixty (60) months to thirty-six (36) months in exchange for full payment of the balance currently due on the account. Upon receipt of that sum from Mr. [redacted], Guardian will reduce Mr. [redacted]s initial term to thirty-six (36) months; Mr. [redacted] will then be eligible to cancel his account effective November 18, 2016. This offer is extended to Mr. [redacted] until close of business on June 10, 2016 after which it will be rescinded and at which time Guardian will maintain the right to pursue fulfillment of the full terms of Mr. [redacted]s sixty (60) month Agreement.
In the interim, should Mr. [redacted] possess any documentation confirming a thirty-six (36) month initial term or the option to cancel after one year, Guardian remains willing to review and consider such paperwork.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]s complaint. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

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]  I would like to say that all of the information they are now saying they provided me was only after they were aware of my Revdex.com complaint.  This explanation is totally different from any proceeding by their supervisors, Sara and Phillipee'  The only mention of someone doing something wrong or misinforming me was blamed on the technician, he absolutely said nothing to me, I only heard him talking to someone at his company at Guardian [redacted] so I feel they are totally avoiding their explanation of why a supervisor, Phillipee' told me that I only had cellular back up and when my land line was disconnected by me that was the reason I had no working motion detector.  I would only ask you to have them address my concerns, not dance around the information and bring a technician into it,  perhaps send you a copy of my 2nd phone call to Phillipee', 4 days after my initial conversation with him which had given him plenty of time to do his investigation as he said it would only take a day and never returned my call.  Please explain how every single bit of information I have been told has changed since their knowledge of my contacting you.  May I ask for the recorded calls?

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.Why is it that Guardian is blaming [redacted] and [redacted] is blaming Guardian?  Please note the information I'm receiving contradicts everything.  I will not pay Guardian a dime for services we didn't receive.  Please see the email below from [redacted]:From: [redacted]Date: Tue, May 17, 2016 at 3:17 PMSubject: RE: Guardian Revdex.comTo: [redacted]Mrs. [redacted], I looked into this and it looks like Guardian reduced the buyout to $750.00. What we can do is either set you up for install through [redacted], so you won’t have to do the buyout, or pay Guardian the $750.00 buyout to terminate the agreement.Let me know what you want me to do. Thank you [redacted]Account Manager[redacted] Who am I paying again?   I'll be more than happy to go with [redacted] if Guardian is eliminated from the equation.  I want written proof that I will not have any more dealings with Guardian, however.  I also want clarification on why this information seems contradictory in nature.  Again, seems very shady like every ounce of dealings with Guardian.
Regards,
[redacted]

July 15, 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 Mr. [redacted]’s complaint. Guardian values the...

opportunity to respond and facilitate resolution of his concerns.
Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on January 13, 2010 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]’s system was activated on June 12, 2010 after construction of his new home was completed.
Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted]’s initial term renewed on July 1, 2015.
Upon receipt of your letter, Guardian contacted Mr. [redacted] and offered the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian agreed to cancel Mr. [redacted]’s account effective July 15, 2015. The balance due on the account has been waived and Mr. [redacted] will receive no further contact from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian regrets losing Mr. [redacted] as a valued customer and hopes he will consider Guardian again in the future.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

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 9, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. B[redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.
For background, in...

April 2016 Ms. [redacted] informed Guardian that she had moved from the monitored premises and was interested in relocating services to her new home. After reviewing Ms. [redacted]’s security needs in the new residence, Guardian offered to provide and install security monitoring equipment in exchange for execution of a new thirty-seven (37) month agreement, which represented the months remaining in her current Agreement term. Ms. [redacted] disputed the remaining term and requested a copy of her current Agreement. Guardian mailed a copy of the Agreement pursuant to Ms. [redacted]’s request. Guardian received the subject complaint shortly thereafter.
Ms. [redacted]’s letter has disputed the authenticity of the signature found on her Agreement with Guardian. In light of Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account and all corresponding documentation. Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on May 6, 2014 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. Guardian’s review of the sales documentation confirmed that Ms. [redacted] viewed and executed the Agreement electronically during the initial consultation. At that time, Ms. [redacted] executed a Consent and Notice Regarding Electronic Communications which acknowledged her consent to electronic signatures on the sales documentation, including the Agreement. (A copy is attached hereto for your reference). Accordingly, Ms. [redacted]’s signatures and initials on the Agreement and all other sales documentation would appear as exact replicas of each other. Guardian apologizes to Ms. [redacted] for any confusion.
Ms. [redacted]’s letter also disputes the initial term of her Agreement in that she believed it to be for two (2) years. Please note, during the initial sales transaction Guardian conducts a recorded and documented telephone conversation with the customer whereby the customer orally acknowledges specific information related to the sales transaction including the term of the agreement and the monthly rate. The purpose of this telephone survey is to ensure accurate information and to ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey with Guardian on May 6, 2014 at which time she orally acknowledged the sixty (60) month initial term of her Agreement. Guardian’s research also confirmed that the Agreement is signed and initialed by Ms. [redacted] in the specific areas that clearly indicate the sixty (60) month term. Finally, Guardian could find no evidence that Ms. [redacted]’s sales consultant made other arrangements with Ms. [redacted] related to the initial term outside of the signed Agreement on file. Again, Guardian apologizes to Ms. [redacted] for any confusion. Should Ms. [redacted] wish to listen to the telephone recording referenced above, she may contact me at her convenience and I would be happy to assist her.
Ms. [redacted] has requested that Guardian cancel her account without further payment. Respectfully, Guardian is unable to accommodate Ms. [redacted]’s request. Guardian incurred significant expense by providing and installing expensive security monitoring equipment in Ms. [redacted]’s former home with the expectation to recover those expenses during the five (5) year initial term of her Agreement.
It is Guardian’s desire to maintain Ms. [redacted] as a valued customer. To that end, Guardian’s previous offer to provide and install security equipment in her new home in exchange for a thirty-seven (37) month Agreement remains available to her.
Alternatively, should Ms. [redacted] wish to move forward with cancellation, the terms of her Agreement state she may do so upon payment of an early termination fee. That amount is designated to be $1,573.25. Notwithstanding, in a good faith effort to bring swift resolution to this matter, Guardian is willing to accept a 50% reduction to the early termination fee in the amount of $786.66 to cancel.
Because Ms. [redacted] has requested no further contact via telephone or mail, Guardian was unable to reach out to her directly to provide the above explanation and offers of resolution. Guardian remains hopeful that this letter will assist to clarify the concerns and issues set forth by Ms. [redacted] in her letter. Should Ms. [redacted] wish to discuss the contents of this letter with Guardian directly, she may contact me at her convenience.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

August 14, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity...

to provide response and clarify this matter for all parties.For background, Mr. [redacted]’s account was sold and installed by Skyline Security Management, Inc. (“Skyline”), an Authorized Dealer of Guardian. Guardian was not present during any aspect of the sales transaction or system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Guardian’s records indicate that Mr. [redacted] initially engaged Skyline on September 24, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. [redacted]’s system was installed and activated by Skyline on September 24, 2015.Mr. [redacted]’s complaint expresses discontent related to his security cameras. Mr. [redacted] has requested the cancellation of his account without further payment as a result. Guardian has conducted a thorough review of Mr. [redacted]’s account and offers the following in response. Mr. [redacted] has asserted that he worked directly with Skyline prior to March 2017 to address the issues with his cameras. Respectfully, Guardian has found this assertion to be inconsistent with our records. Upon receipt of your letter, Guardian obtained Skyline’s service records for Mr. [redacted]’s account. Skyline’s records indicate that Mr. [redacted] contacted Skyline on one (1) occasion on June 20, 2016. During that conversation, Skyline directed Mr. [redacted] to contact Guardian directly for further assistance. Skyline’s records further confirmed no onsite service visits conducted by Skyline following installation. Guardian first became aware of Mr. [redacted]’s camera concerns in March 2017, eighteen (18) months following installation by Skyline. At that time, Mr. [redacted] expressed discontent that he did not receive an SVR recording device as promised during the time of sale with Skyline. Guardian’s representative explained that his Agreement with Skyline did not reference an SVR unit and offered to provide one at a discounted cost. Mr. [redacted] declined to purchase an SVR unit and requested the cancellation of his account. Guardian’s representative explained that the account could not be cancelled absent payment of the early termination fee in the amount of $1,250. A Guardian technician conducted onsite service at Mr. [redacted]’s residence on March 28, 2017 at which time the technician moved and adjusted the cameras. The technician also adjusted the camera settings to view the property as requested by Mr. [redacted]. One month later in April 2017, Mr. [redacted] contacted Guardian and stated that the cameras were not installed properly and that the cameras were out of memory. Mr. [redacted] further asserted that the security system hasn’t worked for a year and requested the cancellation of his account. Guardian’s representative explained that the cameras are a separate system from his security monitoring equipment and that Guardian’s records indicate the security monitoring equipment to be functioning as designed. Guardian’s representative also explained that Mr. [redacted]’s cameras were functioning properly, however they can only record 5,000 clips per month which did not provide enough clips for Mr. [redacted]’s needs. In order to increase the number of clips which could be recorded, Guardian’s representative strongly recommended an SVR unit. Mr. [redacted] declined the SVR unit however accepted an onsite service appointment. Accordingly, onsite service was conducted on April 27, 2017. While onsite, the technician “blinded” the camera motions from the main road to deter the cameras from recording passing vehicles and using available clips. Subsequent to that service appointment, Guardian received no further contact from Mr. [redacted] until four (4) months later in August 2017 at which time Mr. [redacted] asserted the cameras were not working. Mr. [redacted] requested the account be cancelled without further payment. Guardian explained that the early termination fee could not be waived and offered to cancel the camera portion of the account. Mr. [redacted] declined and stated that he would accept no resolution except cancellation without penalty.On August 11, 2017, a Guardian supervisor spoke with Mr. [redacted] and again offered to cancel the camera portion of his account however Mr. [redacted] declined. Mr. [redacted] stated that he had worked directly with Skyline to resolve camera issues prior to March 2017. (Guardian has since found this assertion to inconsistent with our records.) Guardian’s representative explained that Guardian has no record of calls made directly to Skyline and offered to obtain that information from Skyline. Mr. [redacted] stated that he was dissatisfied with the initial installation of the cameras and that he was promised the ability to record. Guardian reiterated its previous offers to install an SVR unit which would allow Mr. [redacted] to record as he desires, however Mr. [redacted] again declined. Mr. [redacted] requested to speak with someone who would grant his request to cancel the account without penalty. Guardian received the subject complaint shortly thereafter.Mr. [redacted]’s letter states that Guardian has sent technicians to his home “on numerous occasions.” Respectfully, Guardian has confirmed that Skyline did not conduct onsite service at any time following installation. Further, Guardian’s records reveal only two (2) service visits: March 28, 2017 and April 27, 2017. Guardian’s records also confirm that Mr. [redacted]’s security monitoring equipment has properly functioned at all times as evidenced by Guardian’s receipt of all regularly scheduled monthly test signals. Additionally, it would appear that the cameras are not malfunctioning but do not have enough memory to record the amount of clips desired by Mr. [redacted]. Guardian has made several offers to resolve Mr. [redacted]’s camera issues, including the installation of an SVR unit which would allow Mr. [redacted] to record more clips, or to cancel the camera portion of his account altogether. Unfortunately, Mr. [redacted] has rejected all offers presented by Guardian. It is Guardian’s desire to resolve Mr. [redacted]’s concerns in a manner that is fair and reasonable to both parties. To that end, Guardian remains willing to provide and install an SVR unit which will allow Mr. [redacted] to increase the recordings as he desires. As a further gesture of good faith, Guardian will agree to provide and install the device at no charge to Mr. [redacted]. Guardian believes this offer to be fair and remains hopeful that Mr. [redacted] will concur. Alternatively, Guardian remains willing to cancel the camera portion of Mr. [redacted]’s account and reduce the monthly rate by $5. Respectfully, based on the above information, Guardian is unable to accommodate Mr. [redacted]’s request to cancel the account without further payment. Should Mr. [redacted] wish to pursue cancellation of his account, he may do so upon payment of the early termination fee in the amount of $1,250 as designated in the terms of his Agreement. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

Revdex.com:The acceptance is contingent to the New buyers transferring the service on their name. If the buyers are not willing to accept then I do not agree to pay $375 as mentioned. Katleen- I respect people in senior positions but at the same time I would have appreciated if you had know the facts and sent the response. Here are the facts1. I reached out to Guardian in June or July 2016 if I remember correctly when I decided to move to Texas and spoke to Kevin. He suggested to wait until the house is sold and if sold work with buyers to transfer on thier name . I politely told him that I will pay until the house is sold and would try my best to transfer on the buyers name if they agree.He also requested to reach out to him once the house is sold and I reached out to him in Oct 2016 as mentioned by you2. It's not Guardian who reached out to the buyers as mentioned by you but its [redacted] who reached out to the buyers and convinced them to take Guardian.  Overall I am very unhappy with Guardian Protection services and would not recommend to anybody
Regards,
[redacted]

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.
In Response: Mr. A[redacted] and Guardian are not offering the solution I amrequesting. I want to cancel my contract, I do not want reduced rates, creditsapplied, or an inactive account that will only extend the terms of saidcontract. I am also not offering an early termination fee to GuardianProtection Services. My offer of $250 is for any costs incurred with regards tohaving to cancel the service or reclaim any equipment. As I initially iterated,nowhere does the contract state that I will be required to pay an earlytermination fee. I have again included what is in the contract that Mr. A[redacted]and Guardian are referring to again below:Section 12Termination; Default“If you fail tomake a payment when payment is due, Your system repeatedly generates falsealarms, or You abuse Our staff, We may discontinue installation, monitoring andservice, terminate this Agreement, and recover all damages to which We areentitled including, without limitation, the value of the work performed and theamount due to Us for the unexpired term of the Agreement, including loss ofprofits. You also agree to pay for any and all collection agency fees, attorneyfees and related costs, whenever this matter is referred to collection andwhether or not a suit is filed. We may impose a monthly late fee on allpayments more than thirty (30) days past due in an amount equal to $5.00 eachuntil paid, or the maximum amount permitted by Pennsylvania law, whichever isless. The provisions of this agreement that apply to any claim or suit willsurvive the cancellation, termination or expiration of this Agreement. Youagree to pay Us $25.00 any time Your check, credit card charge, or ACH debit isreturned to Us whether for lack of funds or otherwise. Your obligations underthis agreement continue even if You sell or leave the Premises.”And to Mr. A[redacted]’s statement that“Expensive electronic security equipment was provided and installed at littleor no cost to Mr. [redacted] with the expectation to recover that cost over thefive (5) year initial term of his Agreement”, as the first page of the contractshows, I paid $349 for installation and equipment. Also worth noting, is thatthe [redacted] Technology equipment was already present when we moved into thislocation, which is why we contacted [redacted] in the first place. So the“expensive equipment” was already present and we paid for installation of anyupgrades that were performed at the initial signing of this contract.Thank you, [redacted]

January 15, 2018Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity...

to facilitate resolution of his concerns. Mr. [redacted]’s letter cites dissatisfaction with a recent service appointment wherein he states Guardian’s technician did not show up as scheduled on January 9, 2018. Guardian has reviewed the service history of the account and respectfully has found Mr. [redacted]’s statements to be inconsistent with our records. On January 9, 2018 while en route to Mr. [redacted]’s home, Guardian’s technician tried to reach Mr. [redacted] via telephone to inform him of the arrival time, however the call went unanswered. The technician arrived at Mr. [redacted]’s home as scheduled at 8:08am. Upon ringing the doorbell several times and finding no one to be at home, the technician waited approximately 30 minutes before leaving a tag on the door and departing the premises at 8:37am. Guardian received the subject complaint shortly thereafter. Upon receipt of Mr. [redacted]’s letter on January 10, 2018, Guardian contacted Mr. [redacted] and did conduct onsite service that same day. Guardian’s technician delivered the blue tooth unit to Mr. [redacted] and assisted Mr. [redacted] in programming and testing the device while onsite. Guardian also reviewed its records regarding Mr. [redacted]’s dissatisfaction with the delay in receiving the blue tooth unit. Our records indicate the device requested by Mr. [redacted] was timely ordered by Guardian however, unfortunately, was on back order with the manufacturer. The device was delivered to Guardian on December 28, 2017. Guardian contacted Mr. [redacted] that same day to schedule a service appointment. While the shipping delay was outside of Guardian’s control, Guardian apologizes for any inconvenience. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

September 19, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian values the opportunity to...

address this matter. Ms. [redacted] has disputed the final balance due on her account after cancelling. Our records indicate that Guardian spoke with Ms. [redacted] on June 14, 2017 at which time she requested the cancellation of her account. Guardian’s representative explained that 30 days’ cancellation notice is required and that the account would be cancelled effective July 7, 2017 (the next billing cycle date). Guardian also advised Ms. [redacted] of the final balance due on the account. Guardian subsequently spoke with Ms. [redacted] on August 12, 2017 and September 15, 2017 in an effort to clarify the final balance due on the account. Ms. [redacted] declined to remit further payment and the subject complaint was received shortly thereafter. While Guardian maintains the legal right to pursue fulfillment of the payment of the final amount owed by Ms. [redacted] per the terms of her Agreement with Guardian, in this instance Guardian will agree to waive the balance due on the account as a courtesy. A credit in the amount of $53.20 has been placed to Ms. [redacted]s account accordingly. Ms. [redacted] will receive no further billing statements from Guardian. Thank you for providing Guardian the opportunity to respond to this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

From: [redacted] [redacted] [redacted]Date: Fri, Apr 29, 2016 at 6:35 PMSubject: Update information for complaint #[redacted]To: Revdex.com <[redacted]Dear [redacted],I couldn't figure out how to send a message via website and it was after the...

business hours to call.I'd like to thank you for following up with my subject complaint. I greatly appreciate the help regarding this.Today, 29 APR 2016 around 5:45 pm, I received a call from Guardian Protection Services supervisor Ms. Tana (only first name provided) that Guardian Protection Services is going to waive the fees regarding this complaint and will settle the charges as I requested. I tried for three months to resolve this and your involvement has greatly helped resolving this issue. This was my first time going through Revdex.com and, I appreciate the Revdex.com's efforts to help consumers. Is there anything I can do to help Revdex.com, please do not hesitate to let me know. Once again, thank you so much for your help with this!Sincerely, [redacted]

December 28, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] [redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]s additional comments. Guardian apologizes that its cancellation process does not meet Mr. [redacted]s expectations. Please understand that this process is in place to protect customers from harmful access to confidential account information by unauthorized parties (i.e. estranged spouses, business partners, etc.) Should Guardian accept written instructions to cancel an account without verification from the customer, Guardian could place a customer in harm’s way without the customer’s knowledge that the home was no longer being actively monitored. Additionally, a review of Mr. [redacted]s original complaint revealed that the contact information (telephone number and email address) as listed in the complaint do not match the information in Mr. [redacted]s account. While Guardian recognizes this could be the result of a typographical error or that Mr. [redacted] could utilize more than one email address, Guardian is unable to cancel Mr. [redacted]s account based on his written complaint without direct confirmation and verification from Mr. [redacted]. As previously stated, Guardian is more than willing to work with Mr. [redacted] to process the cancellation of his account. Upon completion of this process, the balance on Mr. [redacted]s account will be waived and he will receive no further billing statements from Guardian. Mr. [redacted] may contact Guardian at [redacted] at his convenience to finalize this matter. Sincerely,Agency Complaint Response Team

April 18, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ additional comments. Attached to this letter, please find a copy of Mr. [redacted]’ Builder Division Sales and Monitoring Agreement (“Agreement”). The automatic renewal terms can be found in Section B. Upon receipt of Mr. [redacted]’ most recent letter, Guardian reviewed the telephone recordings from his conversations with Guardian in December 2015. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.) Guardian’s research revealed that Mr. [redacted]’ was, in fact, informed that his Agreement term would renew on a month to month basis. Guardian sincerely apologizes to Mr. [redacted] for any confusion.Due to Guardian’s findings, Guardian has processed a refund to Mr. [redacted]’ credit card in the amount of $293.71. The credit should appear on Mr. [redacted]’ credit card statement within 7-10 days. Thank you for assisting Guardian with resolving this matter for Mr. [redacted]. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

October 11, 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 Ms. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and address this matter.   For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. [redacted]’s home builder. As such, Guardian met with Ms. [redacted] in August 2015 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Ms. [redacted] engaged Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on August 18, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Ms. [redacted] placed her initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.”  Additionally, Ms. [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. [redacted] and therefore proceeded to provide and install security equipment.   Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. As such, Guardian has agreed to release Ms. [redacted] from all obligation under the Agreement and to waive the balance currently due on the account. Ms. [redacted] has expressed her satisfaction with this resolution.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

March 21, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted] additional comments and concerns. Attached hereto, please find a copy of the Authorized Dealer Monitoring and Repair Agreement (“Agreement”) which Ms. [redacted] executed with [redacted] on May 4, 2015. The initial term of sixty (60) months is outlined in Section F of the Agreement.
Please note, Ms. [redacted] 24-hour monitoring and related services with Guardian was cancelled effective March 4, 2016. As such, Guardian is no longer monitoring Ms. [redacted] premises. Additionally, Ms. [redacted] will receive no further billing statements from Guardian. As a result of the above, Guardian no longer has any association with Ms. [redacted] account.
As previously stated, Ms. [redacted] request to cancel her Agreement with [redacted] must be communicated directly with [redacted] due to the fact that her contractual obligation is with [redacted], not Guardian. [redacted] may be reached at: [redacted] Security Management, Inc., [redacted]. Telephone: [redacted].
Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
April M[redacted], Manager
Dealer Operations