YMCA of Central Ohio

May 24, 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 greatly values...

the opportunity to address Mr. [redacted]’s concern. For background, please note that Mr. [redacted] originally met with Guardian in October 2016 to review products and services that were available for his new home, which was under construction at the time. Mr. [redacted] engaged Guardian to install electronic security hardware and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Monitoring Agreement (“Agreement”) on October 25, 2016 for an initial term of sixty (60) months commencing from the date of the activation of services. Upon receipt of your letter, Guardian reached out and spoke with Mrs. [redacted] regarding the concerns set forth in Mr. [redacted]’s complaint. During that conversation, Guardian explained that the invoice created on February 22, 2017 represented a $95 charge for a cable installed in the [redacted]s’ basement and was not related to monthly monitoring fees. Guardian apologized to Mrs. [redacted] for any confusion. Guardian’s representative also explained that any monthly fees and/or late fees invoiced to the account prior to activation of services will be waived and billing will restart once the system is fully activated. Mrs. [redacted] acknowledged her understanding. Mr. and Mrs. [redacted]’s system is scheduled to be activated by Guardian on May 31, 2017. Please be assured that Guardian will continue to work closely with Mr. and Mrs. [redacted] to ensure that onsite service is conducted as promised and all concerns are resolved to their full satisfaction. Thank you for advising Guardian of Mr. [redacted]’s concern. Should you have any questions, please do not hesitate to contact me at [redacted]. Sincerely,Andrew A[redacted], Manager Customer Care Department

May 20, 2015
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.
Mr. [redacted] indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,

[redacted] Manager
Customer Service Department

January 19, 2018Revdex.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 greatly...

values any opportunity to address a question or concern. We have conducted a thorough review of the above matter and have determined that the subject account came to Guardian by way of an Authorized Dealer known as Avant Smart Home, LLC (“Avant”). As such, all aspects of the sales transaction and system installation took place directly with Avant. Avant is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring services for customers whose systems were sold and installed by Avant. Guardian does not control any day-to-day business activities or any internal policies or procedures of Avant, including security evaluations, sales processes, installation practices or any other aspects of Avant’s business. Ms. [redacted] also expressed dissatisfaction related to the buyout of her previous security provider. Upon receipt of Ms. [redacted]’s letter, Guardian provided a copy to Avant in an attempt to facilitate resolution of her concerns. Avant is a respected firm and has agreed to reduce the initial term to two (2) years as requested by Ms. [redacted]. Guardian believes this should fully satisfy Ms. [redacted]’s concerns. Should you or Mr. [redacted] wish to contact Avant directly, they may be reached at Avant Smart Home, LLC, [redacted].Thank you for allowing Guardian the opportunity to clarify this matter. Sincerely,Agency Complaint Response Team

May 20, 2015
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.
Mr. [redacted]...

indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,

[redacted] Manager
Customer Service Department

February 5, 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 Mr. [redacted]’ concerns. Guardian appreciates the...

opportunity to provide response and resolve this matter on Mr. [redacted]’ behalf.Upon receipt of your letter, Guardian conducted a thorough review of the subject account including a review of all telephone calls. (Due to the nature of Guardian’s business, all telephone interactions are recorded.) For background, Mr. [redacted]’ account came to Guardian by way of an authorized dealer of Guardian known as US Alarms. Our records indicate Mr. [redacted]’ initial transaction with US Alarms occurred on July 12, 2013 at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement was for a period of three (3) years.On September 11, 2014 with twenty-four (24) months remaining in the initial term, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative offered to relocate Mr. [redacted]’ services to his new home in exchange for execution of a new agreement. Mr. [redacted] accepted the offer to relocate. During that conversation, Guardian’s representative explained that a new agreement would be forwarded to Mr. [redacted] via email. Guardian’s representative also explained in detail how to access the document, review and sign it electronically and return it to Guardian via email. Mr. [redacted] verbally acknowledged his understanding of the process. Mr. [redacted] electronically executed the Sales and Monitoring Agreement (“Relocation Agreement”) on September 11, 2014. The initial term of the Relocation Agreement was clearly defined as sixty (60) months. Mr. [redacted]’ system was installed and activated on October 3, 2014.In June 2017, Mr. [redacted] informed Guardian that he was moving from the premises. Guardian’s representative explained that time remained in the initial term of the Relocation Agreement. Mr. [redacted] disputed the initial term. Guardian offered to work with Mr. [redacted] to fulfill the terms of his Relocation Agreement by relocating services, transferring to a friend or family member, or contacting the new homeowners to determine if they might be interested in activating services under a new agreement. Unfortunately, the parties were unable to reach a mutually agreeable resolution. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian offered to accept a drastically reduced early termination fee in the amount of $570 to cancel the account. Mr. [redacted] accepted and requested written confirmation of the amount. Guardian’s representative explained that a letter would be forwarded for Mr. [redacted]’ review and signature. Upon Guardian’s receipt of the executed document and Mr. [redacted]’ payment of $570, the account will be cancelled and he will be released from all remaining obligation under the Relocation Agreement. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

May 20, 2016
RE: [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, Mr....

[redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted] Security Systems (“[redacted]”). As such, all aspects of Mr. [redacted]’ sales transaction and system installation took place directly between [redacted] and Mr. [redacted]. Guardian was not present for any aspect of the sales transaction or system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’ services and subsequent billings.
Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 8, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated as five (5) years. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “The initial term of this Agreement is 5 years commencing on the day service begins”. Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form.
Additionally, at the time of the sales transaction with [redacted], Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction. Mr. [redacted] did not alter or cancel the engagement of [redacted] to provide and install security equipment and activate 24-hour monitoring services.
Mr. [redacted] has disputed the initial term of his Agreement, stating he was promised a three (3) year initial term. Upon receipt of his complaint, Guardian made multiple attempts to contact Mr. [redacted] to review his concerns directly. Unfortunately, Guardian has been unable to reach Mr. [redacted] to date.
Guardian has conducted a thorough review of Mr. [redacted]’ account including all paperwork received from [redacted]. Respectfully, Guardian was unable to find any reference to the promise of a three (3) year initial term. Should Mr. [redacted] possess any such documentation confirming a three (3) year initial term, Guardian would be happy to review and honor that promise.
Mr. [redacted] has requested the cancellation of his account. The terms of his Agreement provide for cancellation prior to the end of the initial term by remitting an early termination fee. That amount is designated as $841.73. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $420.86. Upon receipt of payment of $420.86, Guardian will cancel Mr. [redacted]’ account and he will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and remains hopeful Mr. [redacted] will concur.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]’ concerns. Should you have any questions, please contact me directly at ([redacted] ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

March 29, 2018Revdex.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 complaint. Guardian values the...

opportunity to provide response and assist Mr. [redacted] in resolving his concerns. Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] to discuss the issues described in his letter. Subsequently, Guardian conducted onsite service at no charge at which time Guardian’s technician was able to connect the network to the audio system and adjusted a device which was improperly installed. While onsite, Guardian’s technician also reviewed the system and telephone app with Mr. [redacted]. Following the service visit, Guardian spoke with Mr. [redacted] who expressed his satisfaction with the results of the service visit. During that conversation, Guardian’s representative explained that in good faith, Guardian would waive the previous service charges in the amounts of $622.50 and $285.00. Mr. [redacted] acknowledged his understanding that a balance of $199.90 remained for the addition of a glass break sensor and a $25.00 activation fee. Mr. [redacted] also acknowledged his understanding that the audio equipment in his home was outside of the warranty period offered by Guardian and that he would need to work with his homebuilder to determine what warranties were available. Thank you for the opportunity to address Mr. [redacted]’ complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

September 27, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. **’s continued dissatisfaction. Guardian apologizes that its efforts to resolve Mr. **’s issues have not met his expectation.  Mr. ** previously expressed dissatisfaction with door locks purchased and installed by Guardian at his place of business, stating the door locks were not functioning properly. On September 13, 2016, Guardian dispatched a technician to inspect/repair/replace the door locks. Upon arrival, Guardian’s technician found that the door locks previously installed by Guardian had been removed and replaced by devices purchased by Mr. **.  Mr. ** would not permit Guardian’s technician to perform any work at that time.  Following the service appointment, Mr. ** requested the cancellation of the door lock portion of his Agreement. Pursuant to his request and the written authorization he provided, Guardian cancelled the door lock portion of Mr. **’s Agreement effective September 27, 2016.  Thank you for providing Guardian the opportunity to address Mr. **’s complaint.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

May 24, 2016
RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s additional comments. Guardian appreciates the copy of Mr. [redacted]’s business card provided by Mr. [redacted]. Guardian has determined that the business card utilized by Mr. [redacted] does not follow Guardian’s guidelines for marketing materials. Mr. [redacted] is, in fact, an employee of [redacted] and should not identify himself as a Guardian employee.
All of Guardian’s authorized dealers including [redacted] agree in writing to operate in compliance with all applicable Federal, state, and local laws, regulations, and ordinances applicable to their business activities and to otherwise comply with generally accepted fair sales and business practices. Guardian considers compliance with these provisions of the dealer’s agreement with us to be material to our business relationship. As such, we have forwarded the complaint to [redacted] and have advised them that the type of business practices outlined in the complaint cannot be condoned, and to the extent that this is in fact occurring, it must be stopped immediately. Please be assured that we will continue to monitor [redacted]’s activities and take appropriate action if we determine that they are not abiding by the terms of their dealer agreement with us.
Mr. [redacted]’s letter states he has experienced several false alarm events to which Guardian did not respond. As previously explained, Guardian’s records indicate that all regularly scheduled monthly test signals have been properly received which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Additionally, at no time did Mr. [redacted] raise these concerns until filing the subject complaint.
Please note that if Mr. [redacted] activated his system then quickly cancelled the activation at his keypad, such cancellation likely could have prevented the alarm signal from being transmitted to Guardian’s central monitoring station. It should be noted that that manufacturers of today’s high-tech alarm system hardware intentionally program a delay of 15-30 seconds in order to mitigate the potential of false alarms whereby authorities may be dispatched needlessly. Immediate cancellation of the activation at the keypad disables alarm signals from transmitting; this again is an intentional false alarm reduction strategy that is embraced by FARU (Law Enforcement False Alarm Reduction Unit) and security companies such as Guardian.
Guardian previously offered to assist Mr. [redacted] in conducting a test of his system, however Mr. [redacted] declined. Should Mr. [redacted] reconsider and desire to test his system, he may do so anytime by contacting Guardian at the toll-free customer service telephone number. There is no fee for customers who wish to test their system or receive telephone assistance.
Mr. [redacted]’s recent letter references documentation he emailed to Guardian for review. Guardian has conducted a thorough search of all email accounts and has been unable to locate any electronic communication from Mr. [redacted]. Should Mr. [redacted] wish to forward documentation for review, he may do so to my attention at [redacted]
Respectfully, Guardian cannot accommodate Mr. [redacted]’s request to cancel his account absent further payment. Mr. [redacted] may end his obligation by remitting payment of the early termination fee of $750 as designated in the terms of his Agreement. Alternatively, Guardian remains willing to schedule onsite service at no charge to Mr. [redacted] to replace the keypad and fully test his system.
Guardian has made every reasonable effort to resolve Mr. [redacted]’s concerns. I am hopeful the above information is sufficient to close the file with the Revdex.com.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

December 22, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] [redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]s complaint. Guardian is a customer-focused...

organization and values the opportunity to assist in addressing his concerns and clarifying this matter for all parties. Mr. [redacted] has expressed discontent related to Guardian’s cancellation process and further disputes receipt of monthly invoices from Guardian. Guardian has reviewed its records and found that the cancellation letters referenced by Mr. [redacted] did not contain the details necessary to confirm his identity and to make changes and/or cancel an account. Upon receipt of Mr. [redacted]s cancellation letter, Guardian made numerous attempts to contact Mr. [redacted] to obtain his signature on the paperwork necessary to process his cancellation request. Unfortunately, Mr. [redacted] declined to accept Guardian’s calls. As such, Guardian continued to invoice Mr. [redacted] for monthly monitoring fees. Upon receipt of the subject complaint, Guardian made several additional attempts to contact Mr. [redacted] to provide the above explanation. Regretfully, Mr. [redacted] again has declined to accept Guardian’s calls.Guardian is a fair and reasonable company and is willing to work with Mr. [redacted] to process the cancellation of his account. In order to do so, Guardian requires direct contact from Mr. [redacted]. Mr. [redacted] may contact Guardian at [redacted] at his convenience to finalize this matter. Guardian is unable to cancel Mr. [redacted]s account absent direct contact via telephone. Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Sincerely,Agency Complaint Response Team

April 3, 2017 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to address and clarify this matter for all parties. Ms. [redacted]’s letter asserts that her system malfunctioned causing an audible alarm which...

Guardian could not or would not repair.  Ms. [redacted] also asserts that Guardian is no longer providing her with any service. Guardian has conducted a thorough review of her account and, respectfully, Guardian has found Ms. [redacted]’s assertions to be inaccurate.   For background, our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on December 19, 2013 at which time she executed a Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months.   On March 17, 2017, Ms. [redacted] contacted Guardian for assistance with beeping sounds emitting from the keypad. Guardian determined that a motion sensor seemed to be causing the alerts. Ms. [redacted] requested the cancellation of her account as a result of the audible sound. Guardian provided Ms. [redacted] with technical troubleshooting in an effort to determine why the keypad was beeping and to turn off the audible alert. Guardian did assist Ms. [redacted] in muting the sound, however the sounds returned. Guardian’s representatives then assisted Ms. [redacted] with temporarily powering down the system until onsite service could be conducted.  Guardian offered to schedule onsite service at no charge to Ms. [redacted] and further offered to apply a one (1) month credit to the account in apology for any inconvenience. Ms. [redacted] declined to schedule service and stated that cancellation of the account was the only remedy she would accept. Guardian received the subject complaint shortly thereafter. Subsequent to receipt of your letter, Ms. [redacted] did contact Guardian to schedule onsite service.  A service appointment was conducted at no charge on March 31, 2017.  While onsite, Guardian’s technician replaced a backup battery, multiple sensors and the master bedroom wireless touchpad.  Prior to departing the residence, the technician fully tested the system and confirmed receipt of all test signals in Guardian’s central monitoring station.  Guardian apologizes to Ms. [redacted] for any inconvenience. In good faith, Guardian has place a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services as promised.  Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄                         Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

June 9, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian offers its sincerest condolences to Mr. [redacted] and his family for the recent loss of Mrs. [redacted].
In an...

effort to clarify this matter for all parties, Guardian offers the following information. Mr. and Mrs. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security Management, Inc. (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings.
Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Guardian’s records indicate that Mr. and Mrs. [redacted] initially engaged [redacted]’s services on December 6, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. and Mrs. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Mr. and Mrs. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Guardian’s records indicate Mr. and Mrs. [redacted]’s system was installed and activated by [redacted] on December 8, 2014.
During the initial sales transaction, [redacted] routinely conducts a recorded and documented telephone conversation between the customer and [redacted] 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. A similar recorded telephone call is conducted between the customer and [redacted] following installation and activation of the security system. The purpose of [redacted]’s telephone surveys is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that both Mr. and Mrs. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of sixty (60) months with a monthly rate of $49.99. Upon installation and activation of the system, a similar call was conducted whereby Mr. [redacted] again orally acknowledged the initial term and monthly rate.
Upon receipt of the complaint, Guardian contacted [redacted], a designated representative for Mr. [redacted], and provided the above explanation. Guardian’s representative explained that the recorded telephone conversations are available should she wish to review them. Guardian’s representative also explained that the sales transaction was conducted with an employee of [redacted] and not Guardian; Guardian was not present during the sales transaction or system installation. Ms. [redacted] requested a copy of Mr. [redacted]’s Agreement and Guardian’s representative mailed a copy to Mr. [redacted]’s residence on May 31, 2016 pursuant to Ms. [redacted]’s request.
Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. The terms of Mr. and Mrs. [redacted]’s Agreement state the account may be cancelled upon payment of an early termination fee. That amount is designated as $1,250 as set forth in Section 11 of the Agreement. However, in a good faith effort to assist Mr. [redacted], Guardian is willing to accept a 50% reduction of the early termination fee in the amount of $625 to cancel his account. Please note, remittance of the sum of $625 would allow Guardian to recover some but not all of its costs and expenses incurred in establishing Mr. [redacted]’s account.
Alternatively, should Mr. [redacted] wish to utilize the security monitoring equipment installed in his home, Guardian would be happy to schedule an onsite service appointment at no cost to Mr. [redacted] to fully test the system and provide a demonstration to ensure Mr. [redacted] is comfortable with its use. Guardian would also be happy to work with Mr. [redacted] to lower his monthly monitoring rate or install/provide additional equipment such as another smoke detector, key fob or any other device which Mr. [redacted] may find beneficial.
Finally, should Mr. [redacted] be moving from the monitored premises, Guardian has a number of options available to assist him in fulfilling his obligations under the Agreement. For instance, should the new homeowner elect to activate services under a new agreement, Mr. [redacted] would be released from any remaining obligation. Mr. [redacted] may also transfer services to a friend or family member.
It is Guardian’s sincere desire to work with Mr. [redacted] to resolve this matter to his full satisfaction. To that end, Guardian asks that Mr. [redacted] or his representative contact us directly to discuss the above options further. Guardian values Mr. [redacted] as its customer and remains hopeful that he will allow Guardian to continue assisting him with his security monitoring needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

May 3, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc....

(“Guardian”) of Mr. [redacted]’s complaint. Guardian appreciates the opportunity to respond and to resolve this matter for Mr. [redacted].  Guardian extends its apology to Mr. and Mrs. [redacted] for their recent experiences related to onsite service at their residence. Upon receipt of your letter, Guardian researched Mr. and Mrs. [redacted]’s account and found that the service appointments were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. and Mrs. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Mr. and Mrs. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.     Upon receipt of your letter, Guardian reached out and spoke with Mrs. [redacted] regarding the contents of the complaint. In a genuine effort to assist Mr. and Mrs. [redacted], Guardian’s representative offered to replace the security panel and cellular card at no charge, and to place a credit to the account equal to five (5) months of monitoring services. Mrs. [redacted] declined and requested the cancellation of the account.  In light of Mr. and Mrs. [redacted]’s recent experience, Guardian has agreed to accommodate their request to cancel. Accordingly, Mr. and Mrs. [redacted]’s account will be placed out of service effective May 4, 2017. Mrs. [redacted] expressed her satisfaction with this resolution.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ([redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

December 12, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [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 [redacted] Security, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Mr. [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 whose systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to remove the security equipment from Mr. [redacted]’s home and cancel Mr. [redacted]’s account. Based on this information, Guardian believes this matter to have been fully resolved by [redacted].  Should you wish to contact [redacted] directly, they may be reached at: [redacted] [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ 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 2, 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 complaint. Guardian values the...

opportunity to provide its response in hopes of clarifying this matter for all parties. Ms. [redacted] has requested that Guardian release proprietary code information so that she may access the configuration programming of her security system control panel. While Ms. [redacted] may be technically proficient and capable in such matters, Guardian politely declined to provide such 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. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. 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. Additionally, the proprietary code utilized by Ms. [redacted]’s system is also used by many other Guardian customers. Releasing this programming code to Ms. [redacted] places other Guardian customers in a vulnerable position. Accordingly, Guardian cannot release this code to Ms. [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Ms. [redacted].Ms. [redacted]’s letter asserts, “This alarm system belongs to me yet I’m unable to use it.” Respectfully, Ms. [redacted]’s assertion is inaccurate. Section 4 of Ms. [redacted]’s Agreement states, “You will own the System, except for the control/transmitting device which contains Our proprietary data and which We will always own.” Guardian has contacted Ms. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative explained that the hardware installed in Ms. [redacted]’s home (door contacts, motion sensor, glass breaks and keypad) belong to Ms. [redacted], however the control panel and the programming contained within belong to Guardian. Should Ms. [redacted] wish to engage another security provider, she may work with that company to have a new control panel installed with that company’s programming. Ms. [redacted] accepted Guardian’s explanation.I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Ms. [redacted]’s complaint. 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]

May 4,2016 Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11392984, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). Once I moved is when it all with downhill with Guardian, not [redacted]. I explained I worked nights and wished to keep communication via email and asked that no calls be made to me during the day hours because I sleep. This was not followed. I sent emails to Mary Beth with questions that were never answered. My address in **, as of my last call on 4.9.16 with Brian M[redacted], has still not been updated. It was still showing as **. Guardian told us [redacted] would call us, but never did. I asked for a number to contact them and was told they didn't have that. I had to push in order to get the number. When I called them, they informed me they NEVER received anything from Guardian to reach out to us. I had to forward the paperwork. What bothers me most about this paperwork is that I received these instructions. “On Mar 9, 2016, at 7:28 AM, [redacted]> wrote: Morning I'm sorry, but I'm not signing his name to anything. Can't be certain but I'm thinking it's not all that legal to sign somebody else's name to a binding contract. You need to call him at [redacted] if that's what you need. Or, he can give me permission to sign for him, but I won't do anything without it. XXXXs will be used because our payment information is on file. Thank you, [redacted] On Wednesday, March 9, 2016, [redacted] Hello [redacted], We can schedule your install as soon as you complete the ppwrk. Please sign it with Michaels name, and if you are not comfortable entering your credit card info please just put all “xxxx” where it is requiring your numbers. We can just use the info we have on file. Please call me if you have any questions. Justin S[redacted] Account Management Guardian Protection Services ###-###-#### [redacted] Do you feel that is legal? My husband finally requested the name of his supervisor on 4.19.16 and, as you will see, it was ignored. I finally asked if Mike ever heard back on 5.3.16 and was told no. This is what it is like with this company. I will forward all email threads upon request to show this is not how Ms. V[redacted] portrays it. Yet, another reason why I prefer to deal with email. Thank you, [redacted]

May 25, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to...

provide response and facilitate resolution of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account. Due to Ms. [redacted]’s unique circumstances, Guardian will agree to accommodate her request to cancel her account without further payment. Accordingly, Ms. [redacted]’s account was cancelled effective May 25, 2017. As such, Ms. [redacted] will receive no further billing statements from Guardian. Guardian reached out to Ms. [redacted] directly and left a voicemail message for her to relay the above information. I am hopeful the above gesture fully satisfies Ms. [redacted]’s concerns. Guardian values Ms. [redacted] as a customer and hopes that she will consider using Guardian again in the future. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department