YMCA of Central Ohio

March 14, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Mike D. [redacted], Complaint ID# [redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the...

opportunity to address the subject concerns. Mr. [redacted]’s letter cites dissatisfaction with the balance due on his account after cancelling monitoring services. In a good faith effort to bring swift resolution to this matter, Guardian has waived the balance in the amount of $8.71. The credit was applied on March 14, 2018. Accordingly, Mr. [redacted] owes no further amount to Guardian. Guardian believes this gesture should fully satisfy Mr. [redacted]’s concerns. Should you have any questions regarding the above, please contact Guardian directly 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

October 28, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr....

[redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on April 2, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months.
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 clearly 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 April 21, 2015.
On September 15, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account, stating he was unhappy with his services. Guardian offered to schedule onsite service to inspect and correct any issues, however Mr. [redacted] declined. Guardian’s representative informed Mr. [redacted] that his initial term had renewed and an early termination fee was required to cancel the account. As a gesture of good faith, Guardian’s representative offered to accept a 50% reduction of the early termination fee. Mr. [redacted] accepted and remitted the amount of $241.73. Upon receipt of Mr. [redacted]’s early termination fee, Guardian processed the cancellation of Mr. [redacted]’s account effective October 6, 2015. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In good faith and in order to bring swift resolution to this matter, Guardian has agreed to refund the early termination fee previously remitted by Mr. [redacted] in the amount of $241.73. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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.Billing issues have not been resolved. As I continue to make monthly payments, I continue to receive past due notices stating I am more than 60 days past due. Which I am not because I was told credits were in the system but never processed. As well as I have been paying for services that have not been working properly for the last couple weeks and due to that I had property stolen off my front porch. And still my cameras are not working. I can't view my cameras on the app, nor do the motion sensors work properly. As well as I get delayed text notifications after disarming/rearming my system. Also when a technician is scheduled to come out between 8-12 he doesn't show until 1-2 so I miss appointments and miss getting stuff done. Also I don't appreciate being told By one certain rep when I call in with an issue, that my devices are not under warranty and that I have to pay a service fee/equipment charge.
Regards,
[redacted]

May 24, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      Marquitta [redacted] – ID #[redacted] Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ further comments regarding this matter.  Respectfully, Guardian has made every reasonable effort to contact Ms. [redacted] and provide explanation to each and every one of her concerns. Guardian regrets that despite the efforts made to clarify her concerns, Ms. [redacted] remains dissatisfied.  Ms. [redacted] has requested written confirmation that her EZPay account has been cancelled. Guardian previously provided written confirmation of this information in the letter written to the Revdex.com on May 17, 2017.  Additionally, Guardian mailed a separate notification directly to Ms. [redacted] on May 22, 2017 which confirmed that her EZPay account was cancelled pursuant to her request.  Ms. [redacted] has disputed that Guardian’s contact attempts were made while she was at work and unavailable to take any telephone calls. Should Ms. [redacted] wish to contact Guardian in response to the messages left for her, she may do so at her convenience outside of work hours. Our Loyalty Department is available Monday through Friday from 7:30am – 10:00pm, Saturday from 8:00am – 10:00pm, and Sunday from 8:00am – 5:00pm, EST. The telephone number is [redacted].  Respectfully, Guardian’s attempts to contact Ms. [redacted] were made in a good faith effort to address her concerns, not to “force” her to listen to a telephone recording as she has asserted. Guardian merely offered to review the recording with Ms. [redacted] in an effort to provide explanation and eliminate any confusion.  In summary, Ms. [redacted] entered into a legally binding and valid Agreement with Guardian on July 25, 2016 in which she acknowledged the monthly rate of $34.95 and the initial term of 60 months.  Ms. [redacted] also executed a “Notice of Cancellation” form at the time of sale which served to document that Ms. [redacted] received three (3) full business days to review her paperwork and possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. At no time has Guardian taken advantage of Ms. [redacted] as asserted in her most recent letter. Should Ms. [redacted] wish to cancel, she may do so upon payment of the $750 early termination fee as designated in Section 8 by her Monitoring Agreement.  Should you have any questions, please contact me directly at [redacted].  Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

November 1, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [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 Mr. [redacted]. Guardian sincerely apologizes to Mr. [redacted] for his recent interactions and expressed discontent with his Guardian sales consultant. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian’s research into this matter is continuing and will be addressed appropriately within the company. It is Guardian’s desire to resolve Mr. [redacted]’s concerns to his complete satisfaction. To that end, Guardian is willing to provide and install a cellular communication device at no charge to Mr. [redacted] and to waive the customary $10/month fee associated with the cellular service. This cellular device will allow Mr. [redacted]’s security system to communicate without the need for a landline telephone which Mr. [redacted] was unable to have furnished by his local cable company. Accordingly, Mr. [redacted]’s rate will be lowered to $29.99/month. Guardian will also reduce the initial term of Mr. [redacted]’s Agreement from thirty-six (36) months to twenty-four (24) months as concession for the issues Mr. [redacted] had with the equipment installation and interactions with his Guardian sales representative. Finally, Guardian will provide and install one (1) door contact at no charge to provide protection to the uncontacted door referenced in Mr. [redacted]’s complaint. Guardian also remains willing to work with Mr. [redacted] directly to address and resolve any additional concerns he may have. Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Guardian provided and installed expensive equipment in Mr. [redacted]’s home with the expectation to recover that investment over the initial term of his Agreement. While Mr. [redacted] did remit payment towards the cost of the equipment at the time of sale, that amount was not enough to cover Guardian’s full investment in the low voltage wiring, equipment and security system chosen by Mr. [redacted]. Should Mr. [redacted] wish to cancel his account, he may do so upon payment of the early termination fee as defined in the terms of his Agreement. Alternatively, Guardian would be pleased to work with Mr. [redacted] as described above to earn his trust and satisfaction in our services. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact Guardian at [redacted]Sincerely,Agency Complaint Response Team

January 22, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide...

response in hopes of facilitating resolution of his concerns. Upon receipt of the subject complaint, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, Guardian originally met with Mr. [redacted] in December 2014 to review products and services available for his new home, which was under construction at that time. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on December 20, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.” Mr. [redacted]’s system was installed and activated by Guardian on May 28, 2015. On December 28, 2017 with twenty-eight (28) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had sold the monitored premises and did not want to relocate services to his new home. Guardian explained that the new homeowners could activate services under a new Agreement for the remaining term which would relieve Mr. [redacted] from further obligation. Mr. [redacted] stated that the premises was being rented and further advised that the renters were not interested in services. Guardian’s representative explained that an early termination fee is required to cancel prior to the end of the initial term. 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’s representative confirmed the early termination fee of $1,465.00 as defined in Section A of the Agreement. Notwithstanding, in an effort to bring swift resolution to this matter, Guardian offered to accept a drastically reduced early termination fee in the amount of $750.00. Mr. [redacted] accepted and remitted the reduced early termination fee to Guardian on January 22, 2018. Accordingly, monitoring services at the premises have been terminated effective December 28, 2017 and Mr. [redacted] has been released from all remaining obligations under the Agreement. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

June 3, 2015
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.
We have conducted a thorough...

review of the above matter and have determined that Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [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 AHS, including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Ms. [redacted] has requested the cancellation of her account. Respectfully, Guardian is merely the provider of 24-hour monitoring services for Ms. [redacted] on behalf of [redacted]. Guardian is unable to cancel Ms. [redacted]’s account due to the fact that her contractual obligation is with [redacted]. However, in a genuine effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. [redacted]’s complaint to [redacted]. [redacted] is a respected firm and has informed Guardian that prior to receipt of the subject complaint, Ms. [redacted]’s account and contractual obligation to [redacted] had already been cancelled and a refund in the amount of $139.99 was forwarded to Ms. [redacted] as requested.
I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Dealer Operations

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.  BUT, I have tried to contact Guardian several times and left messages each time. I will accept if my new contract is a continuation of the prior contract " in- terms of months left". Also, may I make the 95.00 payments each week until paid off. 
Regards,
[redacted] [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.  I thank Guardian for stepping up and resolving this matter quickly and efficiently.
Regards,
[redacted]

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] [redacted]

December 15, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: S[redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the...

opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties.
For background, Mr. [redacted]’s initial transaction with Guardian occurred on February 11, 2013 at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) 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 36 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
In December 2014 with fifteen (15) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the new homeowner elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered to place the account in an inactive status for a period of three (3) months to allow Mr. [redacted] the opportunity to secure new permanent housing. Mr. [redacted] advised he wished to determine if the new homeowners would like to activate service in their name.
Shortly thereafter, Mrs. [redacted] contacted Guardian and disputed the remaining term of Mr. [redacted]’s Agreement, further stating she could locate no language in the Agreement which indicated Mr. [redacted] remained responsible for the remaining term after moving. Guardian’s representative explained that Mr. [redacted] does indeed remain responsible to fulfill the terms of the Agreement. Mrs. [redacted] requested to speak with a manager regarding her concerns. A Guardian supervisor did call as requested and left a voicemail message for Mrs. [redacted].
Guardian received no further contact from Mr. or Mrs. [redacted] until February 2015 at which time Mr. [redacted] advised they had moved into a new home. Mr. [redacted] requested to transfer monitoring services to his new residence for the remaining twelve (12) months of his Agreement. Guardian’s representative explained that in order to transfer services, a minimum Agreement term of thirty-six (36) months is required to offset the upfront costs of relocation. Mr. [redacted] expressed he no longer wished to relocate monitoring services based on the information provided to him.
Subsequent to that conversation, Guardian made several attempts to contact Mr. and/or Mrs. [redacted] to follow up regarding the status of their account. Upon reaching Mr. [redacted] in November 2015, Guardian was advised that Mr. [redacted] felt he was not responsible for any further payment on the account. Guardian received the subject complaint shortly thereafter.
Mr. [redacted]’s complaint cites that Guardian “has been unable to produce” a copy of his contract stating he remains responsible to fulfill the initial term of his Agreement after moving from the monitored premises. Guardian has reviewed his account and respectfully could find no record of Mr. and/or Mrs. [redacted] requesting a copy of their Agreement at any time. Guardian apologizes for any confusion. A copy of Mr. [redacted]’s Agreement is attached to this response for his records. Additionally, please note that the language Mr. [redacted] is requesting is found in Section 5 which states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Mr. [redacted] informed Guardian that we must speak with Mrs. [redacted] who is unavailable until December 22, 2015.
Ms. [redacted] has requested the cancellation of his account with Guardian. Section 6 of Mr. [redacted]’s Agreement states he may terminate his obligation by remitting an early termination fee which is identified to be “(a) all amounts then due; (b) 20% of the amount due to the Company for the remainder of this Agreement; (c) the Deferred Payment Amount…” The Deferred Payment Amount is defined to be $930 in Section A of Mr. [redacted]’s Agreement. As such, the total early termination fee is $1,218.38 ($270.85 current balance + $17.53 representing 20% of remaining months + $930 Deferred Payment Amount.) However, in a good faith effort to bring swift resolution to this matter, Guardian will agree to accept the current balance of $270.85 as final payment in order to cancel Mr. [redacted]’s account.
Guardian believes the above offer to be fair and reasonable and is hopeful that Mr. and Mrs. [redacted] will concur. This offer shall remain available to Mr. [redacted] until close of business on January 15, 2016 after which it will be rescinded.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management Department

I have reviewed the response made by the Guardian Protective Services in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I worked with [redacted] and he promised after signing their cancelled service form, which removed them from any fault with regards to monitoring my address, Guardian would disregard the auto-renewal of my contract. I e-signed their cancellation agreement enacting the verbal agreement I owed Guardian no monies going forward. 
Regards,
[redacted]

February 14, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Guardian apologizes to Ms. [redacted]...

for her recent experiences related to onsite service.Upon receipt of your letter, Guardian contacted Ms. [redacted] directly at which time Ms. [redacted] remitted the early termination fee over the telephone. Guardian also provided Ms. [redacted] with written confirmation of the cancellation of her account. Accordingly, Ms. [redacted] will receive no further billing statements from Guardian.Additionally, Guardian has noted Ms. [redacted]’s expressed discontentment relating to an interaction with a Guardian representative. Guardian’s research into this matter is continuing. Ms. [redacted]s may be assured that should Guardian find the interaction did not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

January 9, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’s complaint.  Guardian appreciates the opportunity to provide response and facilitate resolution of her concerns. Ms. [redacted]’s letter expresses discontent related to the extension of her contract term in exchange for an upgrade to her security system.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. In a genuine effort to earn Ms. [redacted]’s satisfaction, Guardian agreed to honor the original 36-month contract term. Accordingly, Ms. [redacted]’s agreement term will mature on July 13, 2017. Ms. [redacted] expressed her complete satisfaction with this resolution. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to resolve this matter on her behalf.  Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                             Sincerely,                                   ...⇄ John T[redacted] Manager                                         ...⇄ Customer Care Loyalty Department

July 11, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:       [redacted] - Complaint...

#[redacted]                        Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution.   Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian agreed to waive the collection fees associated with the account and allow Ms. [redacted] to continue with the payment arrangements to Guardian. Ms. [redacted] elected to remit full payment of the balance due. Based on the above information, I believe Ms. [redacted]’s issues to be fully resolved.  Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Sharon G[redacted], Credit Manager                                    �...⇄ Credit & Collections Department

October 20, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted]Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any...

opportunity to address any customer concern. Ms. [redacted] has expressed discontent related to the final amount owed in her payment arrangement with Guardian. Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to provide explanation. During that conversation, Guardian confirmed that two (2) payments remain, however in an effort to bring this matter to swift resolution, Guardian agreed to accept one (1) full payment and one (1) partial payment as payment in full. As a final courtesy, Guardian also waived the late fees owed 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 regarding the above, please contact Guardian at ([redacted]. Sincerely,Agency Complaint Response Team

January 26, 2016
RE: [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 respond and clarify this matter for all parties.
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], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [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 process. Further, Mr. [redacted]s contractual arrangement is with [redacted], not Guardian. Guardian 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 Guardian. 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.
As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 4, 2014, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Both Mr. and Mrs. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Both Mr. and Mrs. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on August 4, 2014.
Mr. [redacted]s letter expresses discontent related to low battery issues and “door open messages.” Guardian’s records indicate Mr. [redacted] contacted Guardian for assistance with a low panel battery on September 20, 2014. Mr. [redacted] also informed Guardian that the door sensor had fallen off, however advised he would remount the device himself. Guardian assisted Mr. [redacted] with silencing the beeping related to the low battery. Guardian also immediately notified [redacted] of Mr. [redacted]s concerns and requested that they schedule onsite service as soon as possible. Our records indicate [redacted] did contact Mr. [redacted] to schedule onsite service however Mr. [redacted] informed them that he no longer needed assistance. Guardian has no record of any service appointments whereby the technician missed the appointment as asserted by Mr. [redacted] in his letter.
On May 30, 2015, Mr. [redacted] contacted Guardian for assistance in clearing an error from his keypad. Guardian’s representative successfully assisted Mr. [redacted] in resetting his master user code and clearing the keypad. Prior to ending the telephone call, Mr. [redacted] requested to speak with a supervisor in order to express his gratitude for the assistance provided by Guardian’s representative.
On August 31, 2015, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and that an early termination fee was required to cancel. Mr. [redacted] disputed the five-year initial term of the Agreement. A copy of the Agreement was mailed to Mr. [redacted] at that time for his review.
Guardian made numerous attempts to contact Mr. [redacted] over the next several months regarding the status of his account. Guardian was unable to speak with Mr. [redacted] until January 17, 2016 at which time he requested assistance for a low panel battery. Guardian’s representative explained that onsite service could not be scheduled due to the past due balance on the account. Mr. [redacted] called back on January 19, 2016 for assistance with beeping from the keypad related to the low battery issue. Guardian’s representative assisted Mr. [redacted] in silencing the audible beeping. Mr. [redacted] again requested onsite assistance, however Guardian’s representative politely explained that a payment would need to be remitted before onsite service could be scheduled. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. During that conversation, Guardian offered to schedule a technician to replace the panel battery at no charge to Mr. [redacted]. Guardian also offered to apply a good faith credit to the account in the amount of $140.48. Mr. [redacted] declined the credit to the account however did accept the offer for onsite service. [redacted] has scheduled onsite service to take place on January 29, 2016. Mr. [redacted] informed Guardian that the only resolution he would accept is full cancellation of the account effective July 2016, essentially reducing his initial term from five (5) years to two (2) years. Guardian’s representative politely explained that Guardian was unable to accommodate his request.
Guardian apologizes to Mr. [redacted] that its efforts to resolve his concerns have not met his satisfaction. Respectfully, Guardian is unable to cancel Mr. [redacted]s’ Agreement with [redacted] in July 2016 as he has requested. Guardian’s records indicate Mr. and Mrs. [redacted] knowingly and willfully executed a five (5) year Agreement with [redacted]. Guardian believes the resolution offered above to be fair and reasonable to all parties and is hopeful the Revdex.com will concur.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

August 11, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [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 Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. Please note that AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Ms. [redacted]’s letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of her concerns. In response, AMP immediately reached out to Ms. [redacted] and reached a resolution as follows: • Ms. [redacted] will provide photos of any damage directly to AMP; • Ms. [redacted] is scheduled for onsite service on August 18, 2017; and• AMP has applied a credit to the account in the amount of $143.30 in apology for the inconvenience. Ms. [redacted] has expressed her satisfaction with the above resolution. Should you or Ms. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] [redacted].Thank you for allowing Guardian the opportunity to clarify this matter. Sincerely,Agency Complaint Response Team

September 27, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Ms. [redacted]’s letter indicates she is experiencing beeping from her system and has requested the cancellation of her account as a result. Our records indicate that Ms. [redacted] first alerted Guardian to the issue on September 13, 2017. At that time, Guardian’s representative provided troubleshooting techniques to assist Ms. [redacted] in clearing the trouble alerts from the keypad. Ms. [redacted] could not recall the master code necessary to make other changes and in a genuine effort to assist, Guardian’s representative scheduled a remote access of the system to pull the master code, and further waived the standard fee as a courtesy. Unfortunately, Guardian’s attempt to remotely access the system was unsuccessful and it was determined that an onsite technician was needed. Several hours later, Ms. [redacted] contacted Guardian to dispute that she had not received a return telephone call yet. Guardian’s representative apologized to Ms. [redacted] for the delay and aided in disabling the audible beeping from the system. Guardian’s representative further explained that the beeping indicated the batteries needed to be changed in the touchscreen keypad located in the master bedroom. Guardian’s representative provided troubleshooting assistance to assist Ms. [redacted] in changing the batteries however upon locating the battery size, Ms. [redacted] determined that she did not have the proper replacement batteries and that she would need to purchase them. Guardian continued to reach out to Ms. [redacted] to assist her with the battery replacement and/or to offer onsite service. Voicemail messages were left for Ms. [redacted] on September 14, 2017, September 18, 2017 and September 19, 2017. On September 23, 2017, Guardian received a voicemail message from Ms. [redacted] which stated that she was unhappy with Guardian’s attempts to contact her via telephone and requested that all telephone contact cease immediately. Ms. [redacted] also requested the removal of the security equipment from her home. Guardian received the subject complaint shortly thereafter.In light of Ms. [redacted]’s request to cease all telephone contact, Guardian was unable to speak directly with Ms. [redacted] to assist with the issues stated in her letter. However, a review of Ms. [redacted]’s account revealed that the beeping is caused by an alert from the system which indicates that the batteries in the touchscreen keypad still need to be replaced. Guardian would be pleased to schedule onsite service at no charge to Ms. [redacted] to replace these batteries and fully test the system. Ms. [redacted]’s letter also expresses that her system is not working. Please note, this statement is inaccurate. A review of Ms. [redacted]’s account revealed that Guardian has received all monthly test signals from her system which would indicate that the system is functioning and communicating properly. Guardian does, however, continue to receive daily notifications from Ms. [redacted]’s system that the batteries in the touchscreen keypad need to be replaced. Once the batteries have been replaced, Ms. [redacted]’s system will be restored to full working order. Additionally, please understand that batteries in a security system have a life span much like batteries in any other device. It is reasonable to expect batteries to need replaced after a certain length of time due to normal wear and tear. Ms. [redacted] has expressed dissatisfaction that she experienced this same issue previously, however our records indicate the previous issue was related to the batteries in a motion sensor and not the touchscreen keypad. Based on the above information, Guardian is respectfully unable to cancel Ms. [redacted]’s account without further payment. Should Ms. [redacted] wish to cancel her account, she may do so upon payment of an early termination fee as set forth in the terms of her Agreement. That amount is designated to be $449.10. However, in good faith, Guardian is willing to accept a 50% reduction of the early termination fee in the amount of $224.55 to cancel. Alternatively, Guardian remains willing to schedule a technician to replace the batteries in the keypad at no charge to Ms. [redacted]. Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for providing Guardian the opportunity to respond to Ms. [redacted]’s letter. Should you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team