YMCA of Central Ohio

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

August 12, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms[redacted]
Thank you for forwarding Mr. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted] concerns.
Mr....

[redacted] letter expresses discontent that his system was working properly and disputes the balance owed on his account. Guardian has researched its records and offers the following information in response.
Our records indicate Mr. [redacted] contacted Guardian on April 7, 2014 and advised that he had changed phone service providers to [redacted]. Guardian’s representative conducted a test of Mr. [redacted] system over the telephone and confirmed that signals were not received in Guardian’s central monitoring station. Guardian’s representative further informed Mr. [redacted] that [redacted] is not compatible with the security system. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to provide and install a cellular communication device which would restore communication with the security system. Mr. [redacted] declined to add the device.
On April 9, 2014, Guardian spoke with Mr. [redacted] regarding the ongoing communication issue from his system. Guardian’s representative again inquired if Mr. [redacted] would be interested in adding the cellular communication device which would restore communication. Mr. [redacted] declined.
On June 9, 2014, Guardian contacted Mrs. [redacted] after a regularly scheduled test signal from the system was not received. Guardian again offered to install a cellular communication device. Mrs. [redacted] declined and stated she wished to continue making monthly payments until the initial term of the Agreement matured and they were eligible to cancel.
On August 18, 2014, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that an early termination fee of $339.50 was required as ten (10) months remained in the initial term. Mr. [redacted] acknowledged his understanding that his system was not communicating with Guardian and advised that he would continue to pay monthly until he was eligible to cancel.
Guardian spoke with Mr. [redacted] on January 5, 2015 at which time he requested the amount due to cancel the account at the present time. Guardian forwarded a letter to Mr. [redacted] indicating the early termination fee to be $206.50 and stating that upon receipt of his written authorization to cancel and the early termination fee, the account would be cancelled. Our records indicate the written authorization to cancel the account was not returned to Guardian.
No further contact was received from the [redacted]s until July 7, 2015 at which time Mr. [redacted] reiterated his request to cancel his account. Guardian’s representative explained that thirty (30) days’ notice was required and expressed the account would be cancelled effective August 25, 2015 at the end of his billing cycle. Guardian forwarded another cancel letter to Mr. [redacted] for his signature.
Guardian did not receive the executed letter from Mr. [redacted] and spoke to him on August 3, 2015 to inquire about the status. Mr. [redacted] disputed that the account could not be cancelled immediately and expressed that he would not be remitting any further payments. Guardian received the subject complaint shortly thereafter.
Mr. [redacted] states in his letter that his system failed to work for the past year due to faulty equipment and further states that Guardian never corrected the problem. After careful review of Mr. [redacted] account, Guardian respectfully finds these statements to be false. Guardian’s records indicate that Mr. [redacted] changed telephone service providers which altered the communication path from his security system. This change to the telephone service was made without Guardian’s prior knowledge and was clearly outside of Guardian’s control. Upon notification that the telephone service had been altered, Guardian made several offers to provide and install a cellular communication device which would restore communication to Mr. [redacted] system. Regretfully, Mr. [redacted] declined all offers of assistance.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. While Guardian maintains the legal right to pursue full payment of the final balance due on the account, in this instance and in order to bring swift resolution to this matter, Guardian has accommodated Mr. [redacted] request to cancel his account without further payment. The balance due on the account has been waived and the account will be cancelled effective August 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address and resolve this complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

April 4, 2018Revdex.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 appreciates the...

opportunity to address Ms. [redacted]’s concerns.Ms. [redacted]’s letter disputes the remainder of the initial term of her Monitoring Agreement (“Agreement”) with Guardian upon relocating from the monitored premises. For background, our records indicate Ms. [redacted] executed the Agreement on December 5, 2014. The Agreement clearly defines the initial term to be sixty (60) months. In exchange for execution of the Agreement, Guardian provided and installed two (2) pet sensitive motion sensors at no out of pocket cost to Ms. [redacted], with the expectation that Guardian would recover that investment over the 60-month initial term.In April 2018 with twenty-one (21) months remaining in the initial term, Ms. [redacted] informed Guardian that she was moving from the premises. Guardian provided a number of options to Ms. [redacted] in a good faith effort to assist her in fulfilling the obligations under the Agreement. Regretfully, Ms. [redacted] refused all offers presented by Guardian. Guardian received the subject complaint shortly thereafter. Ms. [redacted] has disputed the validity of Guardian’s attempts to fulfill the full terms of the Agreement. Please note, this subject is clearly set forth in Section B of Ms. [redacted]’s Agreement which states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.”Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full initial term of Ms. [redacted]’s Agreement, in an effort to bring this matter to swift resolution, Guardian will accept Ms. [redacted]’s request to cancel the account without further payment. Ms. [redacted]’s monitoring services will be terminated effective April 20, 2018. Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

December 8, 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]. 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 Mr. [redacted]. 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 Mr. [redacted]’s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of his concerns. AMP is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services without further payment. Please note, upon cancellation Guardian will no longer respond to any signals from Mr. [redacted]’s system. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] [redacted].Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact Guardian directly at ([redacted]. Sincerely,Agency Complaint Response Team

May 31, 2017Revdex.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 Ms. [redacted]’s complaint. Guardian values the opportunity to...

provide response in hopes of facilitating resolution. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including all telephone interactions with Mr. and Ms. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc. (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly with Skyline, not Guardian. In order to establish a Guardian account for Ms. [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 Ms. [redacted]’s services and subsequent billings. Please note that Skyline 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 Skyline. Guardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s business. Our records indicate Ms. [redacted]’s initial transaction with Skyline occurred on September 12, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “The initial term of this Agreement is 36 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services. The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Mr. and Mrs. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of thirty-six (36) months. A similar telephonic survey was conducted between Skyline and Mr./Ms. [redacted] following installation of the system whereby Mr. and Ms. [redacted] again orally confirmed the initial term to be thirty-six (36) months. Upon receipt of your letter, Guardian contacted Ms. [redacted] to provide the above explanation. During that conversation, Guardian’s representative reviewed with Ms. [redacted] that Guardian possessed a copy of an email sent to Ms. [redacted] on May 1, 2017 which contained a copy of the Agreement as she had previously requested. Guardian’s representative forwarded another copy of the Agreement to Ms. [redacted] via email. Guardian’s representative also reviewed with Ms. [redacted] the above information related to the telephone recordings wherein Mr. and Ms. [redacted] verbally confirmed the thirty-six (36) month initial term. In a genuine effort to assist Ms. [redacted], Guardian’s representative again offered to relocate monitoring services to Ms. [redacted]’s new home. More specifically, Guardian offered to install the same equipment in the new home as what was located in Ms. [redacted]’s previous residence, all at no charge, in exchange for execution of a new thirty-six (36) month Agreement at the same monthly rate. Should Mr. and Ms. [redacted] wish to relocate, Guardian will agree to waive the current balance due on the account and will further agree to waive the four (4) months remaining in the current initial term. Ms. [redacted] informed Guardian that she wished to discuss the offer with her husband before making a decision. Guardian believes the above offer to be fair and reasonable and remains hopeful that Mr. and Ms. [redacted] will concur. This offer shall remain available until close of business on June 28, 2017. Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

May 18, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [redacted]            Dear Ms. [redacted]:...

   Thank you for forwarding Ms. [redacted]’s complaint. Guardian Protection Services, Inc. (“Guardian”) values the opportunity to provide response and to clarify this matter for all parties.  For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as Skyline Security (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly between Skyline and Ms. [redacted]. Please note that Skyline 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 Skyline. Guardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s business.  Ms. [redacted]’s complaint asserts that she believed the initial term of her Agreement to be three (3) years. Our records indicate that Ms. [redacted] initially engaged Skyline’s services on April 10, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as a period of sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials in Section F which states, “The initial term of this Agreement is 60 months.” Mr. [redacted] also executed the Agreement by placing her signature at the bottom of the form.  During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services.  The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey at the time of sale during which she orally acknowledged an initial term of sixty (60) months.   Upon receipt of your letter, Guardian made several attempts to contact Ms. [redacted] directly to provide the above explanation and to offer to play the recording of telephone conversation at the time of sale with Skyline.  To date, Ms. [redacted] has not contacted Guardian in response to the voicemail messages left for her.  Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment. After review of the telephone survey conducted by Skyline at the time of sale and after review of the Agreement terms, Guardian does not feel that Ms. [redacted] was misled in any way.  Should Ms. [redacted] wish to cancel her account at the present time, she may do so upon payment of an early termination fee pursuant to the terms of her Agreement. That amount is designated to be $1,250.  Accordingly, upon receipt of payment of $1,250, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation.  Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account.   Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ([redacted].  Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

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

April 28, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to clarify this matter for all parties and to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding billing statements received for onsite service conducted at her residence. Ms. [redacted] further stated that she was promised the service would be completed at no charge to her. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account, including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)  A review of the telephone conversation with Ms. [redacted] on April 5, 2017 indicated that Ms. [redacted] verbally acknowledged her understanding that the trip fee of $50 would be waived and that she would be billed Guardian’s standard rates for the onsite service appointment.  Guardian has contacted Ms. [redacted] directly to provide the above information. During that conversation, Guardian agreed as a one-time courtesy to waive the labor fees associated with the above mentioned service visit. Guardian also agreed to apply a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Ms. [redacted] has acknowledged her understanding that Guardian has now applied credits for four (4) months of monitoring services and that no further credits will be offered or applied. Ms. [redacted] will also receive separate correspondence from Guardian outlining a new payment arrangement for the balance due on her account.  Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

September 19, 2016   Revdex.com Attn[redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220   RE:      [redacted] [redacted]   Dear Ms. [redacted]    Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Mr. [redacted]’s concerns. Guardian values the opportunity to address and clarify this matter for all parties.   Please be advised that Guardian is a separate and distinct company engaged by [redacted] LLC to provide 24-hour alarm monitoring and related services for [redacted] customers. Guardian provided said services to [redacted] customers until [redacted] recently transacted an arrangement with [redacted] for future servicing of their customers. As part of that arrangement, [redacted] requested that Guardian direct future customer inquiries to [redacted].  [redacted] can be reached at ###-###-####.   Also please note that Mr. [redacted]’s sales transaction, including but not limited to any contractual arrangement to which he may have entered with [redacted], took place directly between [redacted] and Mr. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Mr. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted].  [redacted] can be reached at:  [redacted], LLC, [redacted]  [redacted]. Telephone: ###-###-####.   Thank you for allowing Guardian to clarify its role in this matter. Should you have any questions, please feel free to contact me at ###-###-####.                                           ...⇄ Sincerely,                                               ...⇄ April M[redacted], Manager                                         ...⇄ Dealer Operations

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]

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 8, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian extends its apology to Mr. [redacted] for any confusion related to reimbursement of payments he made during the time in...

which new homeowners took over security monitoring services in his former home.
Prior to receipt of your letter, Guardian did process a refund to Mr. [redacted] in the amount of $111.98. Said refund will be provided to Mr. [redacted] via check from the [redacted] Group of Companies and will be forwarded within the next two (2) weeks. Again, Guardian apologizes for any inconvenience. Guardian regrets losing Mr. [redacted] as a valued customer and hopes that he would consider using Guardian again in the future.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

June 5, 2017Revdex.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]’ complaint and values the opportunity to provide...

response in hopes of clarifying this matter for all parties. While Mr. [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 Security Force, 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]’ sales transaction, system installation and system activation process took place directly between Security Force and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or installation process. Further, Mr. [redacted]’ contractual obligation is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. Security Force 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 Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business. For background, our records indicate Mr. [redacted]’ initial transaction with Security Force occurred on December 31, 2016 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force. The initial term is designated in Section 3 as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials next to the statement, “Company agrees to provide monitoring services for a period of 60 months.” Mr. [redacted] also executed the Agreement at the bottom of the form. Guardian’s records indicate Mr. [redacted]’ system was installed and activated by Security Force on December 31, 2016.On May 13, 2017, Guardian contacted Mr. [redacted] as part of a customer survey to inquire if Mr. [redacted] was satisfied with his system installation and security monitoring. Mr. [redacted] informed Guardian that he does not utilize the system and further declined to take part in Guardian’s customer satisfaction survey. Mr. [redacted] inquired when the initial term of his Agreement expired and the early termination fee to cancel. Guardian’s representative provided Mr. [redacted] with that information pursuant to his request.On May 26, 2017, Mr. [redacted] contacted Guardian and expressed dissatisfaction with the motion sensor in his home as his dog was tripping the device. Mr. [redacted] further stated that the Security Force technician indicated the sensor would not detect his dog’s movements. Guardian’s representative offered to schedule onsite service at no charge to reposition the motion sensor, however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter. Mr. [redacted] has requested the cancellation of his account. Given that the nature of Mr. [redacted]’ complaint relates to his sales transaction with Security Force, his request will need to be directed to Security Force as the contract holder. In an effort to assist in facilitating resolution, Guardian provided a copy of the complaint to Security Force. After careful review of Mr. [redacted]’ account, Security Force has informed Guardian that they are unable to cancel Mr. [redacted]’ account absent payment of the early termination fee as designated in the terms of his Agreement. Alternatively, both Guardian and Security Force remain willing to schedule onsite service at no charge to Ms. [redacted] to inspect and reposition the motion sensor should he so desire. Should you wish to contact Security Force directly, they may be reached at: Security Force, Inc., [redacted].Thank you for providing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], DirectorDealer Operations

April 17, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 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 address and resolve this matter. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative reviewed with Mr. [redacted] the telephone interaction with Guardian on April 5, 2017 at which time a Guardian representative quoted an early termination fee of $370.  Unfortunately, the amount quoted on April 5th was inaccurate. Mr. [redacted]’s Agreement with Guardian clearly defines the early termination fee to be $750.   Notwithstanding the above, in a good faith effort to satisfy Mr. [redacted], Guardian has agreed to honor the original quote provided by Guardian and accept $370 to cancel Mr. [redacted]’s account. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.  Thank you for providing Guardian the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ([redacted].                            Sincerely,        ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

February 22, 2017 Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of her concerns. Ms. [redacted] has expressed dissatisfaction with the delay in scheduling...

onsite service to make repairs to her system. Subsequent to receipt of your letter, onsite service was conducted by [redacted] Security Management (“[redacted]”) on February 18, 2017 at Ms. [redacted]’s home. Upon completion of the service visit, Guardian contacted Ms. [redacted] who confirmed her satisfaction with the service appointment.  During that conversation, Ms. [redacted] reiterated her displeasure with the cost of the siren previously installed.  Guardian’s representative offered to place a credit to Ms. [redacted]’s account in the amount of $99.50 representing the cost of the siren and the trip fee. Ms. [redacted] accepted and confirmed that all issues have been resolved to her satisfaction. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.   Guardian extends its sincere apology to Ms. [redacted] for her negative experiences with [redacted] and apologizes that her security system could not be serviced in a suitable timeframe. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with [redacted] who assured Guardian that Ms. [redacted]’s issues have been appropriately addressed and corrected within their organization.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

November 22, 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 Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has reached out to Mr. [redacted] in an effort to resolve his concerns. Regretfully, Mr. [redacted] has declined to speak with Guardian directly.   Mr. [redacted] has expressed that he has no confidence in the security system installed in his home. Guardian would like to reassure Mr. [redacted] that all regularly scheduled test signals from his system have been received in Guardian’s central monitoring station which would indicate the system is properly functioning as designed to protect Mr. [redacted] and his family.  Respectfully, Guardian is unable to cancel Mr. [redacted]’s account absent payment of an early termination fee. Guardian’s previous offer to conduct onsite service at no charge during an evening or weekend appointment remains available. Upon completion of the onsite service appointment, Guardian will apply a credit to Mr. [redacted]’s account equal to four (4) months of monitoring services. Following completion of the onsite service appointment, should issues persist with the door locks related to intermittent signal strength from the repeaters installed in the area of the door locks, Guardian will then accept Mr. [redacted]’s request to cancel his account without further payment.  Thank you for allowing Guardian the opportunity to respond to Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                                                          Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

June 26, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
RE: [redacted] – Complaint ID #[redacted]

Dear [redacted]:
Thank you for forwarding [redacted] complaint. Guardian Protection Services, Inc. (“Guardian”) values the...

opportunity to provide response and assist in facilitating resolution of her concerns.
For background, [redacted] account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of [redacted] sales transaction and system installation took place directly between [redacted] and [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].
[redacted] complaint expresses discontent related to the initial term of her Agreement and further expresses her belief that Guardian added months to her term on a “repair bill.” In light of [redacted] assertions, Guardian has reviewed its records including all telephone interactions with [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone conversations and interactions are recorded.) After review of [redacted] account, Guardian offers the following information.
Our records indicate that [redacted] engaged [redacted]’s services on April 3, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”). The initial term of the Dealer Agreement is designated as a period of thirty-six (36) months. The Dealer Agreement bears [redacted] signature. Guardian’s records indicate [redacted] system was installed and activated by [redacted] on April 4, 2012.
On July 8, 2014, Guardian did not receive a regularly scheduled test signal from [redacted] system. Upon notification from Guardian that a potential communication issue may exist, [redacted] advised that she had switched telephone providers. Guardian explained to [redacted] that the change in phone services had disrupted the communication from the security system. Guardian offered to install a cellular communication device which would allow [redacted] system to transmit signals without use of her telephone line. To offset the upfront cost of the device, Guardian offered to provide and install the device at a discounted cost of $50 in exchange for execution of a new 60-month agreement. Please note, a review of this telephone interaction revealed that Guardian’s representative clearly explained that the initial term would be extended to sixty (60) months and that [redacted] acknowledged her understanding and accepted Guardian’s offer. Guardian forwarded a new Sales and Monitoring Agreement (“Agreement”) to [redacted] for her review and signature. [redacted] executed the Agreement on August 8, 2013. In addition to signing the document, [redacted] placed her initials next to the separate and bolded clause which states, “This is a sixty (60) month Monitoring Agreement.” The initial term was also clearly defined in the Special Conditions section which states, “THIS IS A 60 MONTH AGREEMENT.” Upon receipt of the executed document, Guardian installed and activated the cellular communication device on September 10, 2013.
On April 9, 2015, [redacted] contacted Guardian to inquire when her monitoring services began. Guardian’s representative informed [redacted] that her services began on April 4, 2012. Please note, a review of this telephone interaction revealed no discussion related to the end of [redacted] initial term, nor did Guardian’s representative inform [redacted] that the initial term had expired.
On April 10, 2015, [redacted] requested the cancellation of her account. Guardian explained to [redacted] that she remained within the initial term of her Agreement and that an early termination fee was required to cancel at the present time. [redacted] disputed that she remained within the initial term and that her term had been extended upon installation of the cellular communication device. Guardian explained that [redacted] agreed to extend her initial term both verbally and by executing the new Agreement. Guardian’s representative further offered to mail a copy of the Agreement to [redacted] for her review. In a genuine effort to assist [redacted], Guardian offered to accept a 25% reduction to the early termination fee. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian reached out to [redacted] to discuss her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the full terms of [redacted] Agreement, in this instance and in order to bring swift resolution to her concerns, Guardian has agreed to cancel [redacted] account without further payment. [redacted] has expressed her satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
Bill K[redacted], Manager
Customer Service Department

January 27, 2017Thank you for forwarding a copy of Mr. [redacted]’s most recent comments to Guardian Protection Services, Inc. (“Guardian”).  Pursuant to his request, attached please find a copy of the Residential Addendum electronically executed by Mr. [redacted] on September 2, 2015.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty 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.  Thanks for personally following up....by phone and responding in writing.
Regards,
[redacted] [redacted]

December 22, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]  400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [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 assist in facilitating resolution of her concerns. Ms. [redacted] has expressed discontent related to a billing statement received for a doorbell camera installed in her home. Upon receipt of her complaint, Guardian reviewed Ms. [redacted]’s account and confirmed that the doorbell camera was to be provided and installed by Guardian at no charge. Guardian sincerely apologizes to Ms. [redacted] for the error. A credit of $269.54 has been applied to Ms. [redacted]’s account to waive the charge for the doorbell camera.Ms. [redacted] has also expressed concern that window contacts were not installed in her home as promised by the Guardian sales consultant. Upon learning of her concern, Guardian reached out and spoke with Mr. [redacted] During that conversation, Guardian reviewed with Mr. [redacted] that security needs in the home. As a result, Guardian has agreed to provide and install additional window contacts, glass break sensors and a smoke detector at no charge to Mr. [redacted] and/or Ms. [redacted]. Mr. [redacted] expressed his satisfaction with this resolution. Again, Guardian apologizes for any confusion or inconvenience. Thank you for informing Guardian of the above complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team