YMCA of Central Ohio

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.
First, both names appear on my contract, either one can take payment from my account.  They are partnered with [redacted], Inc... one is at the top of the header, and one is at the bottom.Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors.  I called more than credited in Mr. Andy A[redacted] statement, they never called me concerning the issue...NOT ONE TIME.  I do not appreciate being lied about.  NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A[redacted]. After the technician came,  I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A[redacted] they contacted me. All of this should be of no surprise, as they record everything.  I am genuinely upset with the way that this has been handled to date.  It is just a run around and wish the contract to be void, I don't want them in my house, or near my property.  As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise.   It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me.  He said he doesn't work on Mondays, which is one of my days avaible to contact him.The contract should be voided, as I do not trust, or wish to do business with this company.  I am tired of this, and I didn't plan on accepting the free gizmos from them.  My house and doors are worth way more than that........and so is my integrity.   I do not appreciate the silliness of all this.  They know what has happened...and not once has [redacted], Inc tried to contact me regarding this issue.  It's just a big circle.Regards,[redacted]

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services,...

Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve Mr. [redacted]’s concerns.   Mr. [redacted] has expressed dissatisfaction with an invoice assessed to his account for the addition of security monitoring equipment which was not installed. Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian applied a credit to Mr. [redacted]’s account in the amount of $305.00, representing the amount billed to his account on March 30, 2016.  I believe the application of this account credit should completely satisfy Mr. [redacted]’s concerns. Guardian values Mr. [redacted] as its customer and is grateful for the opportunity to continue providing him with his security monitoring services.   Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager                                    �...⇄ Customer Service Department

February 5, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the...

opportunity to provide response in hopes of clarifying this matter for all parties. Mr. [redacted] has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panel. Our records indicate Mr. [redacted] contacted Guardian for assistance on January 27, 2018 at which time Mr. [redacted] requested the programming code for his security panel. Guardian’s representative explained that Guardian could not provide the programming code and offered to schedule a service visit to complete any programming. Mr. [redacted] declined to schedule onsite service. Guardian received the subject complaint shortly thereafter. Respectfully, while Mr. [redacted] may be technically proficient and capable in such matters, Guardian politely declines to provide the programming code due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company. It may also be helpful to know that Mr. [redacted]’s Builder Division Sales and Monitoring Agreement dated January 22, 2013 incorporates language relating to this subject matter. Section A specifically outlines, “Customer will own the System except for the control/transmitting device which contains the Company’s propriety data and which the company will always own.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.Upon receipt of your letter, Guardian reached out to Mr. [redacted] to provide the above explanation. During that conversation, Guardian respectfully declined to reimburse Mr. [redacted] for the cost of the circuit board which he recently purchased. Guardian remains willing to schedule onsite service at Guardian’s standard service rates to assist with programming any new device. Mr. [redacted] may contact Guardian at his convenience to schedule a service appointment. Guardian is hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact Guardian at [redacted]  Sincerely,Agency Complaint Response Team

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]

September 13, 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 realizes and respects the sacrifices made by military personnel and would like to thank Ms. [redacted] for her business as well as her husband’s military service to protect our nation.   Ms. [redacted] has expressed discontent related to Guardian’s relocation policy. Guardian has reviewed Ms. [redacted]’s account and offers the following information. On May 31, 2016, Ms. [redacted] alerted Guardian that she was moving from the monitored premises. Guardian’s representative offered to activate the system which existed in Ms. [redacted]’s new home, however advised Ms. [redacted] that the security panel/keypad would need to be replaced and a new cellular communication device installed. Guardian’s representative offered to activate the existing system and install the above devices at no cost to Ms. [redacted] in exchange for execution of a new thirty-six (36) month Agreement. Ms. [redacted] disputed the need to execute a new thirty-six (36) month Agreement and in a good faith effort to earn her satisfaction, Guardian offered to reduce the term to eighteen (18) months. Ms. [redacted] accepted and Guardian received the executed Agreement from Ms. [redacted] on June 15, 2016. Upon receipt of the documentation, Guardian notified its subcontractor, [redacted], and requested that they schedule relocation as soon as possible.   Guardian extends its apology to Ms. [redacted] for her negative experiences with [redacted] and apologizes that her security system could not be relocated 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 were a rare oversight and has been appropriately addressed and corrected within their organization.     In light of Ms. [redacted]’s unique circumstances, Guardian has agreed to cancel her account and release her from all remaining obligation. The balance due on Ms. [redacted]’s account will be waived and she will receive no further billing statements from Guardian. Ms. [redacted] has expressed her satisfaction with this resolution.  Guardian sincerely regrets losing Ms. [redacted] as its customer and again apologizes that her relocation experience was less than exemplary.  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

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.
Regards,
[redacted]

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.
Regards,
[redacted]This resolution does not satisfy my previous request. They have offered me an early buy out of the rest of my contract that should be dated back to the original request to cancel my service(June). This would then include all the payments that have been made up until now which would leave a balance around $250. I have seen and continue to see hundreds of complaints of the same circumstance and still believe that it is the continued practice of this company to trap people so they have to pay for services they are not even receiving. While they do cover their bases legally to protect themselves to conduct this type of business, I think others should know there is no integrity with this company. It is a game of deception and the owner should be ashamed of his business practices.I believe that I should have no fee as I have continued to pay for services I have not received since June. The company has made enough money for doing nothing already.[redacted]

June 21, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to facilitate resolution of her concerns.
While Ms. [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. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. [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.
Ms. [redacted]’s letter expresses discontent related to false alarm fines assessed by her local municipality. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss these concerns directly. During that conversation, Ms. [redacted] expressed that during several false alarm events she requested that police be dispatched as she was not onsite at the monitored premises to confirm whether the alarm was false or actual. Because these alarms were false on nature, she was subsequently assessed false alarm fines.
In light of Ms. [redacted]’s concerns that the equipment may be malfunctioning and causing false alarms, Guardian’s representative offered to schedule onsite service at no charge to Ms. [redacted] to test the monitoring equipment. Should the technicians find an underlying issue which caused the false alarms, Guardian’s representative offered to request that the fines be waived by the municipality and/or discuss a credit to the account. After consideration, Ms. [redacted] accepted Guardian’s offer.
An onsite service appointment is scheduled to take place on Tuesday, July 28, 2016. Please be assured that Guardian will continue to work closely with Ms. [redacted] and ensure that all of her concerns are resolved to her complete satisfaction during the service visit.
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

October 4, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the...

opportunity to resolve Mr. [redacted]’s concerns. For background, the subject account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc. (“Skyline”). As such, all aspects of the sales transaction and system installation took place directly with Skyline. In order to establish a Guardian account and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of monitoring services and subsequent billings for the subject account. 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 aspect of Skyline’s business. Upon receipt of your letter, Guardian immediately reached out to Mr. [redacted] directly. Due to Mr. [redacted]’s unique circumstances, Guardian has processed the cancellation of the account effective immediately. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian extends its sincere apology to Mr. [redacted] for his negative experiences. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with Skyline who assured Guardian that the circumstances surrounding the sales transaction with Mr. [redacted]’s tenants have been appropriately addressed within their organization. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

June 23, 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]. 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]’ letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of her concerns. AMP is a respected firm and has agreed to accept Ms. [redacted]’ request to cancel her 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 Ms. [redacted]’ system. 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 address and clarify this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

October 11, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ complaint. Guardian values the opportunity to...

assist in facilitating resolution of her concerns. Ms. [redacted] has expressed discontent related to the monthly billing of her account, further stating that she believes to be double-billed. Upon receipt of your letter, Guardian conducted a thorough review of the billing history associated with Ms. [redacted]’ account. Respectfully, Guardian has found Ms. [redacted]’ assertion of being double-billed to be inaccurate. For background, Ms. [redacted] is billed her normal monthly rate of $47.53 on the 21st day of each month. Accordingly, a billing statement is mailed to Ms. [redacted] on the 21st day of each month. Ms. [redacted] then remits payment to Guardian via a written check which is mailed to Guardian. A billing statement was mailed to Ms. [redacted] on July 21, 2017 for the normal monthly fee of $47.53. At the beginning of the next billing cycle on August 21, 2017, Guardian had not yet received payment for the previous invoice. As such, the August 2017 invoice reflected amounts due for the statement issued in July and the monthly fee for August. The following day on August 22, 2017, Guardian received payment from Ms. [redacted] for the July 2017 invoice therefore leaving a $47.53 balance due for August 2017. Simply phrased, Ms. [redacted]’ payment for July 2017 crossed in the mail with the invoice generated in August 2017. As a further explanation, below is a breakdown of the AR History for Ms. [redacted]’ account. A copy of the AR History printout is also attached for your review. DATE         COMMENT                         �...⇄     AMOUNT        BALANCE DUE7/21/17      Billing generated for monitoring services        47.53              47.538/21/17      Billing generated for monitoring services        47.53              95.068/22/17      Check received for 7/21/17 invoice               -47.53              47.539/21...⇄      Billing generated for monitoring services        47.53              95.06As you can see from the above, Ms. [redacted] is not being double-billed by Guardian. Respectfully, it appears that confusion may stem from the fact that Ms. [redacted] historically sends payment at the end of the billing cycle and shortly before the next billing cycle begins. Ms. [redacted] may have mailed payment for July 2017 before the beginning of the next billing cycle, however Guardian did not receive that payment within 30 days and therefore included that balance on the next billing cycle in August 2017. Guardian apologizes to Ms. [redacted] for any confusion. Based on the above information, Guardian finds the invoices generated to Ms. [redacted] to be accurate and no indication of Ms. [redacted]’ being double-billed as she has asserted. The current balance due on Ms. [redacted]’s account ($95.06) reflects charges owed for monitoring services provided in August 2017 and September 2017 respectively. Guardian respectfully requests that Ms. [redacted] remit payment of the balance due at her earliest convenience. Guardian remains hopeful the above information has assisted to clarify this matter for Ms. [redacted] and eliminate any remaining confusion related to the billing of her account. Thank you for providing Guardian the opportunity to respond to this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

February 25, 2016
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ complaint and values the opportunity to respond. The complaint prompted a thorough investigation of Ms. [redacted]’ account and the...

following information is provided in hopes of assisting and clarifying the matter for all parties.
Ms. [redacted]’ initial transaction occurred with Guardian on December 14, 2013, at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically designates the sixty (60) month term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
Ms. [redacted] has requested that her name be removed from the account and into the name of Mr. [redacted]. In order to accommodate Ms. [redacted]’ request, Guardian requires that Mr. Jeremy [redacted] execute a new Agreement which acknowledges his acceptance of responsibility for the remaining initial term. Accordingly, Guardian forwarded a new Agreement to Mr. [redacted] for signature however that document was not returned. In September 2015, Guardian forwarded another copy of the Agreement to Mr. [redacted] for signature. To date, Mr. [redacted] has not executed or returned the new Agreement. Guardian has made numerous attempts to contact Mr. [redacted] to discuss this matter with him directly however Mr. [redacted] has not returned the messages left for him by Guardian.
Unfortunately, Guardian is unable to remove Ms. [redacted] from the account absent Mr[redacted]’ execution of the new Agreement. Guardian has made every reasonable effort to reach Mr. [redacted] in order to accommodate Ms. [redacted]’ request. Regretfully, Guardian is at an impasse until such time that Mr. [redacted] contacts Guardian and/or returns the executed Agreement. In the interim, Guardian will continue to reach out to Mr. [redacted] in the hopes that this matter can be resolved in a timely manner.
I am hopeful the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Sharon G[redacted], Credit Manager
Credit & Collections Department

February 27, 2017 Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to his concerns. Mr. [redacted] expressed dissatisfaction regarding an error code...

received on his keypad which could indicate a communication error. Prior to receipt of your complaint, Guardian remotely accessed Mr. [redacted]’s system on February 15, 2017 and discovered that the error code referenced by Mr. [redacted] was a result of the system not being programmed to generate a monthly test signal. Guardian remotely reprogrammed Mr. [redacted]’s system to generate this test signal on a monthly basis. Guardian also confirmed that Mr. [redacted]’s system was properly communicating with Guardian at all times. Upon receipt of your letter, Guardian made numerous attempts to contact Mr. [redacted] to explain the above findings. Regretfully, Mr. [redacted] has declined to speak with Guardian directly. Based on the above information, Guardian believes that no communication error existed with Mr. [redacted]’s system. As such, Guardian respectfully cannot accommodate Mr. [redacted]’s request to cancel his account.  Notwithstanding, it is Guardian’s sincere desire to regain Mr. [redacted]’s trust in our services. To that end, Guardian would be pleased to dispatch a technician to Mr. [redacted]’s home at no charge to him to fully test the system and confirm proper transmission of all signals. Upon completion of the onsite service appointment, Guardian will place a credit to Mr. [redacted]’s account equal to six (6) months of monitoring service. This offer is presented by Guardian in good faith to demonstrate to Mr. [redacted] that we value him as a customer.  Should Mr. [redacted] wish to schedule onsite service, we ask that he contact Guardian at his convenience.   I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to respond to Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄ John T[redacted] Manager                                                                               Customer Care Loyalty Dept.

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.To Whom It May Concern; I apologize for the delay in responding I was away for 9 days without internet access. I have read the response from Guardian and it did nothing more than restated what I have said all along.  Guardian claims they did the work properly and I disagree.  I do not have a working landline jack. I do not remember, the offer stated below, in my conversations with Guardian, from paragraph 5 in their response to Revdex.com about my complaint, “Guardian previously offered to relocate the gateway however Mr. [redacted] declined”. If by this statement they are talking about moving the [redacted] Router from its current location, in the third bedroom, into the wiring closet. Then yes we had a conversation.  But they did not offer to move the router.  They suggested that I move the router.  As explained many times to Guardian my moving the router is not an acceptable resolution.  The router in the third bedroom is there so I can have a ‘Hard Wired Connect’ to the Desktop computer in the bedroom which provides better internet speed.  Also by moving the router into the Wiring Closet it would virtually end the wireless signal throughout the house.  The wiring closet has a metal door on it. There are 224 houses built in the Liberty Hills plan.  My house was approximately the 209th built.  Guardian stated they completed the work order as written.  I told Guardian that I explained to their sales representative, [redacted] where I wanted communications lines run and why.  I also told Jeff that I would be having [redacted] Play installed for my Phone, TV and Internet.  I believe an experience sales representative would know if any additional wiring requirements are needed, if there would be additional charges, and explain them to me.  I believe if Guardian completed the work order as written then Jeff must not have written the work order correctly to satisfy my wiring requirements.
Regards,
[redacted]

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.
Regards,
[redacted]

To Whom It May Concern,      This is [redacted] and I am rejecting the response given by Guardian. Per Guardian’s advice, I contacted SFI and requested to speak to someone in customer service about an ongoing issue. SFI then offered to transfer me to “the department that could help” and after the transfer, I was greeted by a customer service representative from Guardian. The CSR offered again to have the motion detector moved (regardless of my pointing out that there’s only one possible room and it would point the same direction from any corner) and then offered to have the motion detector removed, window sensors installed (for a cost), and the agreement would still be for the same amount of time. They claimed that I had electronically signed forms (which I have no memory of) and agreed to send a copy of those forms. I will definitely be getting those forms in the hands of a lawyer of Revdex.com is unable to resolve this dispute. Again, I’m not asking for any compensation for this headache and substandard service, only that it’s removed at no cost to me. Sincerely,[redacted]

---------- Forwarded message ----------From: Vele, Shawn A<[email protected]>Date: Thu, Apr 7, 2016 at 1:39 PMSubject: Revdex.com ID # 11298026To: "[email protected]" <[email protected]>GreetingsResponse to Guardian: [redacted] security company was in the process of going door to door to switch over [redacted] security systems and the gentlemen that made the sales pitch mentioned nothing of early termination, moving fees or a 5 year contract.  My wife and I would have lined out or not participated knowingly in any such agreement. [redacted] [redacted]Math Department

September 6, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to...

facilitate swift resolution of his concerns. Mr. [redacted]’s letter asserts that his system is malfunctioning due to poor Verizon LTE coverage in his area. Mr. [redacted] also asserts that the system continues to fail after two (2) onsite service appointments. Guardian has conducted a thorough review of Mr. [redacted]’s account and, respectfully, Guardian has found Mr. [redacted]’s assertions to be inconsistent with our records. Our records indicate that Guardian conducted onsite service at Mr. [redacted]’s premises on two (2) occasions. The first service visit was requested by Mr. [redacted] to tie in a new device. The second service visit was requested by Mr. [redacted] to replace a keypad which became damaged when attempting to change a battery. Guardian has no record of Mr. [redacted] requesting onsite service to address concerns related to the cellular coverage in his home. Additionally, Guardian was unaware of Mr. [redacted] concerns until receipt of the subject letter. Upon receipt of Mr. [redacted]’s complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian provided the above explanation and offered to schedule a technician at no charge to address any concerns related to the cellular communications. Mr. [redacted] stated he would need to review his schedule and requested a call back on Monday, September 11, 2017. Please be assured that Guardian will continue to work closely with Mr. [redacted] to ensure that his concerns are addressed in a timely fashion and to his full satisfaction. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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]

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.
I will await the receipt of the letter confirming the cancellation of EZ Pay that was just mailed on 5/22 despite my repeat attempts to collect it. Additionally, the reason for contacting the Revdex.com was that Guardian refused to modify the service and did not provide written evidence that I signed for a "promotion" that would end after a 6 month period. Based on my review of the responses, they have maintained that this information is not available in the contract or anywhere written. While the Loyalty department is open, I was given a specific contact person who is NOT in the office until the times that were mentioned by Guardian- I believe her name was Lorena. The Loyalty Department was unable to assist me which led to this complaint in the first place. In my last response, which Guardian did not answer, I requested evidence that Guardian provided a full 6 months of service at the rate of 17.47. I have yet to receive a response to that via the Revdex.com forum, phone or via US Mail as requested multiple times now. I have no choice but to further this complaint. I appreciate the effort in attempts to resolve my disgust and dissatisfaction in doing business with an organization as unethical as Guardian. 
Regards,
[redacted]