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.
Guardian's response that my letters did not include sufficient information to cancel the account is ludicrous. The contract required written notice of cancellation, which was supplied. There is no provision in the contract requiring verbal confirmation or cancelation. Simply put, the contract expired of its own terms at the end of October, and Guardian's attempts to continue it are unconscionable. In my initial notice to Guardian, I informed Guardian that phone calls would not be accepted, and that communication from them must be in writing. To date, the only written communication I have received from Guardian are letters informing me that the alarm self-test failed (which is to be expected, since it has been disconnected) and Guardian's continued invoicing.Guardian apparently insists on my telephoning them, yet Guardian's response to this complaint indicates that my signature is necessary on the certain forms. Such a position is incongruous and inane. Should Guardian require my signature on any form, they should have transmitted the form to me via mail as originally requested. They may do so now if they so desire, but the fact remains that the contract term has ended, so Guardian's continued invoicing for "services" is fraudulent.
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.
You can see from their own records that I don't historically pay my account late ever month I resent that statement, the monitoring services were paid on 7/11/2017, they didn't post it and double billed me, they actually ask me to send confirmation from the electronic payment from my bank and I that and it still hasn't resolved this matter.  This happens every year and when I pay it thur their website it gets lost, This is an attempt to get me to schedule my payments thru their webpay where they can charge my account whatever they want.  Regards,
[redacted] [redacted]

March 8, 2017 Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s complaint.  Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.  Upon receipt of your letter, Guardian conducted a thorough...

review of Mrs. [redacted]’s account including all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian offers the following information.  Mrs. [redacted]’s letter states she was unaware she was extending the initial term of her Agreement with Guardian upon upgrading her security equipment in May 2015. Respectfully, our review into Mrs. [redacted]’s account revealed that both Mr. and Mrs. [redacted] verbally acknowledged the new 60-month term during a telephone conversation with Guardian on April 30, 2015. Further, the Residential Addendum executed by Mrs. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for 60 months hereafter.”  Mrs. [redacted] has also disputed the authenticity of her electronic signature which appears on the Residential Addendum dated May 2, 2015.  Please note, during the telephone conversation with Guardian on April 30, 2015, Guardian’s representative clearly explained that the Residential Addendum would be emailed to Mr. and Mrs. [redacted] for an electronic signature. Guardian’s representative further provided detailed explanation on the process to electronically sign and return the Residential Addendum. Both Mr. and Mrs. [redacted] acknowledged their understanding.  On February 16, 2017 with forty (40) months remaining in the initial term of her Residential Addendum, Mrs. [redacted] informed Guardian that she had engaged an alternate security provider. Guardian’s representative explained that Mrs. [redacted] remained within the initial term of her Residential Addendum and was ineligible to cancel the account absent payment of an early termination fee.  Guardian spoke with Mrs. [redacted] again on February 17, 2017 at which time Guardian’s representative reiterated that forty (40) months remained in the initial term of the Residential Addendum. Guardian’s representative offered to reinstall Mr. and Mrs. [redacted]’s Guardian security system and to apply credits to the account. Mrs. [redacted] declined all offers. Guardian received the subject complaint shortly thereafter. In response to Mrs. [redacted]’s assertion that Guardian’s representatives were “rude and threatening”, Guardian reviewed the telephone interactions with Mrs. [redacted] on February 16, 2017 and February 17, 2017. Respectfully, a detailed review of the subject telephone conversations revealed that Guardian’s representatives remained courteous and conducted themselves with the utmost professionalism in an earnest and good faith attempt to assist Mrs. [redacted].   Upon receipt of your letter, Guardian reached out to Mrs. [redacted] to discuss the concerns set forth in her complaint. During that conversation, Guardian reviewed the above information related to the Residential Addendum, initial term and electronic signature with Mrs. [redacted]. Guardian also explained to Mrs. [redacted] that at no time was she required to test her system on a monthly basis. Guardian only recommends monthly testing. Mrs. [redacted] disputed the information provided to her and terminated the telephone call.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Mrs. [redacted]’s Residential Addendum, in this instance Guardian will accommodate Mrs. [redacted]’s request to cancel her account without further payment. This gesture is presented by Guardian in good faith to bring swift resolution to this matter.  Mrs. [redacted] will be receiving separate correspondence from Guardian related to the cancel date of her account. Upon cancellation, Mrs. [redacted] will receive no further billing statements from Guardian.  I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian to address Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

May 31, 2016
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”).
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request and cancel his account. Upon cancellation, the balance on the account will be waived and Mr. [redacted] will receive no further billing statements from Guardian. Guardian has spoken with Mr. [redacted] directly who has expressed his complete satisfaction with this resolution.
Should you have any questions regarding the above, please do not hesitate to contact me at [redacted], ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

September 17, 2015
Revdex.com
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian...

extends its apology to Ms. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues she has experienced.
Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment to take place on September 18, 2015. Please be assured that Guardian will continue working closely with Ms. [redacted] to ensure her concerns are resolved to her complete satisfaction.
Additionally, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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

October 26, 2016 Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:  [redacted] - Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc....

(“Guardian”). Guardian values the opportunity to address his concerns. Mr. [redacted] has expressed discontent with Guardian’s website and online payment system. Subsequent to receipt of Mr. [redacted]’s letter, Guardian confirmed that the error referenced by Mr. [redacted] related to the online payment method has been corrected. Guardian made several attempts to reacdh Mr. [redacted] to provide this information, however Guardian has not been contacted by Mr. [redacted] in response to the messages left for him.   Guardian’s records indicate that Mr. [redacted] has since remitted payment on his account via Guardian’s website on October 17, 2016.  Based on this information, Guardian assumes that Mr. [redacted]’s concerns have been fully addressed. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                         ...⇄ Care Department

April 19, 2018Revdex.com of Western PennsylvaniaAttn: Jennifer [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ complaint. Guardian is a customer-focused...

organization and values the opportunity to assist in addressing her concerns. Ms. [redacted] has expressed dissatisfaction that a company impersonated Guardian and took over her mother’s account. Guardian regrets to learn of Ms. [redacted]’ negative experience with another security company. Upon receipt of your letter, Guardian immediately reached out and spoke with Ms. [redacted] directly. During that conversation, Guardian’s representative explained that her mother’s account could be cancelled upon receipt of a copy of Ms. [redacted]’ Power of Attorney. Alternatively, Guardian would need to speak with Ms. [redacted] directly as the contract holder in order to process a cancellation. Guardian has since made several attempts to reach Ms. [redacted] to follow up regarding the Power of Attorney paperwork. Guardian has been unable to speak with Ms. [redacted] to date. Please be assured that Guardian will continue to make every reasonable effort to contact Ms. [redacted] and ensure this matter is handled to her satisfaction. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please 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.  The issue has been resolved and a credit of $120 was applied to our account  by Mr. Omar B[redacted] ext [redacted] and our monthly bill was reduced to the correct amount based on the adjustment. I have been informed by Mr. B[redacted] that if any additional problems occur to contact him directly. Thank you. 
Regards,
[redacted]

July 13, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms....

[redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.
Guardian sincerely apologizes to Ms. [redacted] for any confusion related to her recent upgrade and the corresponding promotions offered by Guardian. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly and apologized for any miscommunication regarding the computer tablet and the discount to her monthly monitoring fees. Guardian has placed a credit to Ms. [redacted]’s account equal to a 50% discount of monitoring fees for a six-month period, as well as an additional credit for one full month of monitoring services in apology. Guardian also confirmed that Ms. [redacted] will receive a computer tablet at no charge however the tablets are currently on backorder for approximately four (4) weeks. Guardian will follow up with Ms. [redacted] in a few weeks to ensure that she has received the tablet as promised. Ms. [redacted] has expressed her complete satisfaction with this resolution.
Again, Guardian apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue providing her with her 24-hour security monitoring services.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted]
Sincerely,
[redacted], Manager
Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like confirmation provided once the paper billing charges have been permanently removed. 
Regards,
[redacted]

May 12, 2016
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s most recent comments. Guardian apologizes that its efforts to satisfy Ms. [redacted] have not met her expectations. Notwithstanding, Guardian remains unwilling to incur the substantial costs to dispatch a technician to activate a system in Ms. [redacted]’s new home for the remaining seventeen (17) months in her initial term.
Should Ms. [redacted] wish to cancel her account, she may do so upon remittance of a 30% reduction to the early termination fee in the amount of $487.00. This offer shall remain available to Ms. [redacted] until close of business on June 6, 2016 after which it will be rescinded. Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel her account.
Guardian has made every reasonable effort to address Ms. [redacted]’s concerns and remains 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,
Kathleen V[redacted] Director
Account Management Department

March 13, 2017Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values its customers and appreciates the opportunity to address Mr. [redacted]’s concerns. As background, Mr. [redacted]’s account was sold and installed by [redacted]...

Security as a former Authorized Dealer of Guardian. [redacted] Security is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose monitored security systems were sold and installed by [redacted] Security.  Mr. [redacted]’s complaint expressed concern related to his security camera. Please note that Mr. [redacted]’s Agreement with Guardian contains no reference to any camera equipment and therefore any issue related to such camera equipment is not included in the scope of services provided by Guardian. Since Mr. [redacted] purchased his camera equipment from [redacted] Security as a separate transaction, any questions related to the camera would need to be directed to [redacted] Security.  Prior to receipt of your complaint, Mr. [redacted] contacted Guardian on February 28, 2017 to advise that he had engaged another security provider who offered two (2) interactive cameras for $55/month. Guardian’s representative explained that Guardian would be happy to provide those same services, however Mr. [redacted] stated he had not been happy with his security camera since install. Guardian’s representative explained to Mr. [redacted] that his security camera was purchased from and installed by [redacted] Security, not Guardian. Guardian’s representative further explained that Mr. [redacted]’s camera is not covered under his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian therefore any issues with the camera would need to be addressed under his camera agreement directly with [redacted] Security. Guardian’s representative also explained to Mr. [redacted] that he has twenty-six (26) months remaining in the five (5) year initial term of his Agreement with Guardian and is ineligible to cancel absent payment of an early termination fee. Mr. [redacted] expressed dissatisfaction with the information provided to him and Guardian received the subject complaint shortly thereafter. Upon receiving Mr. [redacted]’s letter, Guardian immediately reached out to Mr. [redacted] to discuss his concerns. Regretfully, Mr. [redacted] has declined to return the voicemail messages left for him by Guardian. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Guardian’s records indicate that Mr. [redacted]’s security monitoring equipment was properly functioning at all times as evidenced by Guardian’s receipt of all regularly scheduled monthly test signals until February 19, 2017 at which time Mr. [redacted] engaged another provider for reasons unrelated to Guardian and/or Guardian’s services.  Section 12 of Mr. [redacted]’s Agreement states he may cancel his account prior to the end of the initial term by remitting payment of, “the value of the work performed and the amount due to Us for the expired term of the Agreement, including loss of profits.” That amount is designated to be $1,319.74 ($1,249.75 + $69.99 current balance due.) Therefore, upon Guardian’s receipt of full payment of $1,319.74 from Mr. [redacted], his account will be cancelled and he will be released from all remaining obligation under the Agreement.   Thank you for allowing Guardian the opportunity to address and clarify this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                                     ...⇄             John T[redacted] Manager                                    �...⇄ Customer Care Loyalty Department

October 18, 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”). Please allow this letter to confirm that a cancellation authorization was mailed to Ms. [redacted] on October 17, 2017. Upon Guardian’s receipt of the signed authorization from Ms. [redacted] and upon receipt of the early termination fee of $224.55, Ms. [redacted]’s account will be cancelled. Guardian has reached out to Ms. [redacted] directly to provide the above explanation, however has been unable to speak with Ms. [redacted] to date. Guardian remains hopeful that the above information has sufficiently addressed the inquires in Ms. [redacted]’s most recent letter. Should you or Ms. [redacted] have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team

January 23, 2017RE:      [redacted], Case #[redacted]Dear Ms. [redacted] Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian deeply regrets Ms. [redacted]’s negative experience with our company. Due to Ms....

[redacted]’s unique circumstances, Guardian has accepted her request to cancel her account. Guardian received Ms. [redacted]’s written cancellation authorization on January 19, 2017. Accordingly, Ms. [redacted]’s account is in the process of being terminated without further payment. Guardian sincerely apologizes to Ms. [redacted] for her recent experience. Guardian takes great pride in providing excellent customer service and regrets that Ms. [redacted]’s interaction with our firm was less than exemplary.Thank you for allowing Guardian to address this matter for Ms. [redacted]. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty 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.I don't do business with companies that are capable of fraud and/or affiliated  with companies who are fraudulent in their actions I am contacting the Department of Consumer Affairs for California and will see what they say about the subject of fraud.Regards,
[redacted]

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

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 don't need the system in my house they can come and get it. I am not paying for something that's out of date.  I hope we can resolve this issue by just ending my contract.  its that simple Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.AMP Customer Representative Manage just reached out to me and asked me to take all the complains back for AMP and Guardian to resolve my issues.Here, I am requesting Revdex.com to take off all my complains for AMP and Guardian in order for AMP to release me out of their any contract with me without any extra payments to them now or in the future.
Regards, [redacted]

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