YMCA of Central Ohio

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]

Customer Service IssuesselectProblem: my alarm started beeping non-stop. This lasted several days. I contacted guardian & spoke with Cecilia, who said she would have some one call me back. No one returned my call. I called again several time and was instructed by their technician on how to fix the problem. The "technician" did not even know the right size batteries. to make a long story short nothing they said to do fix the problem. So, I had to rip the wires out to make the beeping stop after days of listening to a high piercing sound 5 feet from my bed resulting in no sleep.This is the second time this malfunction has occurred.I appealed to the Revdex.com several months ago with the same complaint. You had them send out their best "technician" to fix the problem.I would like to be released from my contract from them as, once again , I am paying for a non-working alarm, they are a rip-off.Desired Outcome: I want to be released from my contract. I want to Fire them. Their service is no-existent. Their so-called technicians read from a manual they have no-idea how to resolve any problems. And, their equipment is garbage. This is the second time this had happened in a matter of months

April 8, 2016
RE: [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 Ms. [redacted]’s concerns.
For background, please note that Mr. and Mrs....

[redacted] originally met with Guardian in July 2012 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 12, 2012 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.
Ms. [redacted] asserts in her letter that the [redacted]s were “hustled” into signing the Agreement during the sales presentation. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Ms. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative forwarded a full copy of the [redacted]s’ Agreement to Mr. [redacted] at his request. Guardian’s representative also reviewed the Agreement with Mr. [redacted] and explained that the cost of the security equipment was not rolled into the [redacted]s’ mortgage as they had believed. Guardian’s representative further explained that Guardian does not offer a two (2) year Agreement and apologized for any confusion. Mr. [redacted] disputed the information provided to him.
Respectfully, Guardian is unable to cancel Mr. and Mrs. [redacted]’s account without further payment. Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.
The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $1,653.79. However in a genuine effort to resolve the [redacted]s’ concerns, Guardian will accept a drastically reduced (70% reduction) early termination fee in the amount of $496.14 which will allow Guardian to recover the costs expended in the [redacted]s’ account. Upon receipt of payment of the sum of $496.14, Guardian will cancel the [redacted]s’ account and they will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. This offer is extended until close of business on June 6, 2016 after which it will be rescinded.
Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

February 5, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide...

response in hopes of facilitating resolution of his concerns. For background, Mrs. [redacted] requested the cancellation of the account on September 5, 2017 as the parties were moving from the monitored premises. Guardian’s representative explained that thirty-eight (38) months remained in the sixty (60) month initial term of their Monitoring Agreement (“Agreement”) dated October 31, 2015. Mrs. [redacted] disputed the initial term and declined all offers of assistance from Guardian including transferring services to the new home, freezing the account for up to six (6) months, transferring services to a friend or family member, or contacting the new homeowners to determine if they would like to activate services under a new agreement. Guardian followed up with Mr. and Mrs. [redacted] on October 16, 2017. During that conversation, Guardian’s representative reviewed the options previously presented. Guardian also quoted an early termination fee of $1,248.75 pursuant to the terms of Mr. and Mrs. [redacted]’s Agreement. Mr. [redacted] indicated he wished to accept Guardian’s offer to freeze the account for six (6) months and relocate services to his new home. Accordingly, Guardian placed a hold on all billing of the account for the months of October 2017 through March 2018. In January 2018, Guardian spoke with Mr. [redacted] regarding the relocation of monitoring services. Mr. [redacted] requested a security evaluation of the new home prior to installing equipment. Guardian’s representative explained that Mr. [redacted]’s new residence was located in an area where Guardian utilizes subcontractors to complete installations and onsite service as Guardian does not have any technicians in that area. As such, Guardian does not have a technician who can evaluate the home in advance of install. Mr. [redacted] disputed that a subcontractor would be completing the installation and requested to be released from his Agreement. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Guardian’s representative explained to Mr. [redacted] that all subcontractors must submit to a very detailed licensing process prior to being approved as a Guardian subcontractor. Guardian’s representative also explained that Guardian prefers to install new equipment rather than trust the existing equipment in his new home which could be outdated or unstable, however Guardian is willing tie in the existing equipment if that is Mr. [redacted]’s preference. Guardian offered to schedule a subcontractor to tie in the existing system and if the tech determines that changes need to be made with the equipment, we can discuss those changes and schedule a return service appointment. Alternatively, Guardian offered to accept a reduced early termination fee of $500. After consideration, Mr. [redacted] agreed to remit the reduced early termination fee of $500. A letter has been forwarded to Mr. [redacted] for his signature which authorizes Guardian to cancel the account and which confirms the early termination fee. Upon Guardian’s receipt of that executed document and payment of $500, the subject account will be cancelled and Mr. [redacted] will be released from all remaining obligation. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

October 27, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional concerns. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. Mr. [redacted] stated that he was he was unaware of his monitoring agreement, further stating that he signed up for the interactive upgrade under the belief that it was only for cameras and had nothing to do with monitoring. Guardian’s representative apologized to Mr. [redacted] for the confusion and inquired if Mr. [redacted] was previously informed during the interactive upgrade that monitoring would cease or if he possessed any documentation confirming such. Mr. [redacted] did not recall if he was informed, nor did he have any documentation stating that monitoring would cease. Guardian’s representative reviewed the Addendum executed by Mr. [redacted] for the interactive upgrade and explained that while the document did include information about the cameras (which have since been removed), the document also lists monitoring and interactive services. Guardian’s representative forwarded a copy of the Addendum to Mr. [redacted] via email for his records.Guardian’s representative explained that he was happy to assist Mr. [redacted] by answering any questions about his monitoring or security system. Mr. [redacted] stated he did not have any questions, wanted to cancel and wanted billing to cease. Guardian’s representative explained that cancellation could not occur absent payment of the Early Termination Fee which is defined to be 100% of the remaining term owed to Guardian for monitoring, and that billing cannot cease until that amount is paid in full. Pursuant to his request, Mr. [redacted]’s enrollment in Guardian’s EZPay program has been cancelled. Guardian’s representative explained to Mr. [redacted] that cancellation of EZPay would not stop billing of the account and that he will receive paper statements in the mail moving forward. Mr. [redacted] acknowledged his understanding. Guardian’s representative again offered assistance with the security system, however Mr. [redacted] declined. Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Should Mr. [redacted] wish to cancel his account, he may do so upon remittance of the Early Termination Fee. Alternatively, Guardian remains willing to schedule onsite service at no charge to inspect the system and ensure that it is fully functional. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

March 22, 2017          Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt Mr. [redacted]’s additional comments regarding the above-referenced complaint.  After Guardian submitted its last response letter dated March 17, 2017, it would appear that Mr. [redacted] spoke directly to Guardian’s General Manager of the San Antonio branch at which time the GM agreed to place an additional credit to the account in the amount of $101.89 for taxes. Guardian was unaware of this conversation until receipt of Mr. [redacted]’s most recent letter.  Please allow this letter to confirm that the credit promised by the GM was applied on March 21, 2017. The balance now due on Mr. [redacted]’s account is $126.71. Mr. [redacted] will be responsible to remit this amount.   Should you have any questions, please feel free to contact me at ###-###-####, extension [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Service Department

July 17, 2017Revdex.comAttn: J[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: T[redacted] [redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to...

assist Ms. [redacted] in facilitating resolution of her concerns. Ms. [redacted] has expressed discontent related to a malfunctioning motion sensor. Prior to receipt of your letter, Guardian had spoken with Ms. [redacted] and scheduled onsite service to take place on July 14, 2017 at no charge to her. The onsite service appointment was conducted as promised during which the technician replaced a faulty motion sensor. Prior to departing the residence, Guardian’s technician conducted a test of the system and confirmed receipt of all signals in Guardian’s central monitoring station. Following the service visit, Guardian contacted Ms. [redacted] who indicated she was satisfied with the results of the service visit. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as our customer and appreciates the opportunity to resolve this matter on her behalf. Thank you for informing Guardian of Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at [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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

November 25, 2015
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Ms. [redacted] concerns.
Ms. [redacted]’ complaint disputes the initial term of her Agreement. Our records indicate Ms....

[redacted]’ initial transaction with Guardian occurred on August 30, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) to engage Guardian’s services. The initial term is clearly designated on the Agreement as thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “$44.95 for each month of the term of the Agreement, initially 36 months.” Ms. [redacted] also placed her initials next to the separate clause which states, “The initial term of this Agreement is for 3 years.” Finally, Ms. [redacted] executed the Agreement by affixing her signature at the bottom of the form.
A “Notice of Cancellation” form, which bears Ms. [redacted]’ signature, was also provided at the time of sale. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]’ system was subsequently installed and activated on September 11, 2013.
On January 22, 2015, Ms. [redacted] requested the cancellation of her account in order to engage an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the 36-month initial term of her Agreement and was ineligible to cancel without payment of an early termination fee. Ms. [redacted] disputed the initial term of thirty-six (36) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that Ms. [redacted]’ initials were found on the Agreement beside the sections designating the term to be thirty-six (36) months. Ms. [redacted] reiterated her request to cancel the account and Guardian’s representative explained that the terms of the Agreement designate the early termination fee of $750. Guardian’s representative offered to mail a copy of the Agreement to Ms. [redacted] for her review and records. A copy was mailed to Ms. [redacted] as promised on January 23, 2015. Guardian received no further contact from Ms. [redacted] until receipt of the complaint ten (10) months later.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] reiterated that the initial term she agreed to was twenty-four (24) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that the sales consultant had reduced the original term of sixty (60) months to thirty-six (36) months, which Ms. [redacted] had authorized by placing her initials on the Agreement. Ms. [redacted] asserted that the initials were placed on the document by Guardian’s representative and were not authentic. Ms. [redacted] further stated that copy of the Agreement in her possession indicates an initial term of twenty-four (24) months. Guardian’s representative requested that Ms. [redacted] forward a copy of the Agreement to Guardian for review. Ms. [redacted] agreed to mail a copy as requested, however Guardian has not received any documentation from Ms. [redacted] to date. Subsequent to that conversation, Guardian has left seven (7) voicemail messages for Ms. [redacted]. Guardian has not been contacted by Ms. [redacted] in response to those messages.
Based on the above information, Guardian respectfully declines to cancel Ms. [redacted]’ Agreement without further payment as she has requested. Guardian’s research into this matter has concluded that Ms. [redacted] knowingly executed a thirty-six (36) month Agreement. Should Ms. [redacted] possess documentation to the contrary, she may forward that information to my attention and Guardian will gladly review and research this matter further.
Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

April 28, 2017 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”).  Upon receipt of your letter, Guardian reviewed Mr. [redacted]’s account and discovered that invoices were erroneously mailed to Mr. [redacted] subsequent to cancellation of his account. Guardian sincerely apologizes to Mr. [redacted] for the oversight.  Please allow this letter to confirm that the balance due on Mr. [redacted]’s account has been waived and he will receive no further billing statements from Guardian.   Thank you for allowing Guardian to address this matter. Should you have any questions, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of...

the above-referenced complaint. Guardian greatly values the opportunity to provide response and address Ms. [redacted]’ concerns.   For background, Ms. [redacted]’ initial transaction with Guardian occurred on February 21, 2015, 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 outlines the sixty (60) month initial term.  Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.  Ms. [redacted]’ letter asserts that she did not receive notice from Guardian about her account status before her account was forwarded to an outside agency for collection efforts. Upon receipt of your letter, Guardian carefully reviewed its records and has respectfully determined that Ms. [redacted]’ assertions are false. Our records clearly indicate that Guardian made numerous attempts to contact Ms. [redacted] via telephone and/or written correspondence. Unfortunately, Guardian did not receive return contact from Ms. [redacted] in response to the messages left for her. Upon notification of Ms. [redacted]’ complaint, Guardian reached out to Ms. [redacted] via email and offered to accept the amount of $1,008.78 ($250.78 current balance due + $750 early termination fee) to cancel the account. This offer is extended until close of business on August 12, 2016 after which it will be rescinded. Alternatively, Ms. [redacted] may remit the balance currently due on the account ($250.78) plus any applicable collection fees to reinstate her account and continue receiving 24-hour monitoring services. Ms. [redacted] may then continue to remit timely monthly payments until such time that she is eligible to cancel her account. Guardian believes the above offers to be fair and reasonable and remains hopeful Ms. [redacted] will concur. Thank you for advising Guardian of this issue.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Sharon G[redacted], Credit Manager                                    �...⇄ Credit & Collections Department

February 16, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] [redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional concerns. Guardian sincerely apologizes to Mr. [redacted] for his recent experience related to onsite service. Upon receipt of your letter, Guardian confirmed that service has been rescheduled for March 9, 2018 at no charge to Mr. [redacted]. Guardian has also applied a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience. Once service has been completed on March 9th, Guardian will follow up with Mr. [redacted] to ensure all equipment has been installed to Mr. [redacted]’s full satisfaction. Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact Guardian at ([redacted]. Sincerely,Agency Complaint Response Team

My position is clear, and Guardian's demands are neither reasonable nor fair.  They want full retail price for substandard work.  The so called waiver of fees or credits that they offer are arbitrary and carry no bearing on the facts of this case.They came into my home, made a mess, and expect me to pay them to clean it up. That is outrageous.  Their offer of continued business is self serving and out of the question.I would look at this as a marriage gone wrong.Think of a couple that decides to marry.  The man travels across the country to [redacted] at great expense to buy an engagement ring. The marriage falls apart due to deception on the part of the man.  The woman is under no obligation to reimburse the man for his travel expenses he paid in buying the ring; she merely returns the ring.  He begs and tells her he will give her everything she wants, but she refuses.  She does not trust the man, after having been once deceived.  She states that she would be a fool to marry him, as she would look forward to a life of misery.  No one forces a person to marry someone in whom they do not trust.  So it is with myself and Guardian.  They did not deal honestly with me from the beginning, and their offer is not acceptable for reasons stated in my previous replies
Regards,
[redacted]

August 12, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
For...

background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] As such, all aspects of Mr. [redacted]’s 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.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. Our records indicate Mr. [redacted] engaged [redacted]s’ services on September 17, 2014 by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated to be five (5) years. Mr. [redacted]’s system was installed and activated by [redacted] on September 17, 2014.
Several days following installation, Guardian received a trouble alert from Mr. [redacted]’s system which indicated a problem with the panel battery. Guardian immediately reported the trouble to [redacted] who conducted onsite service to replace the battery at no charge to Mr. [redacted] on September 23, 2014.
On September 24, 2014, Mr. [redacted] reported issues with the hallway smoke detector. Guardian immediately notified [redacted] who dispatched a technician to Mr. [redacted]’s residence on September 27, 2014. While the technician could find no defect with the device, [redacted] replaced the smoke detector at no charge to Mr. [redacted].
Mr. [redacted] did not report any further issues with his system until June 1, 2015 at which time he alerted Guardian that his keypad was non-responsive. Mr. [redacted] also reported issues with the hallway smoke detector. A technician was dispatched to Mr. [redacted]’s residence on June 11, 2015 at no charge at which time the technician found the smoke detector and keypad both to be operating properly. Prior to departing the residence, the technician provided an explanation and demonstration of the system to Mr. [redacted] to ensure he was comfortable using the equipment.
On July 7, 2015, Mr. [redacted] informed Guardian that he continued to experience issues with the hallway smoke detector. A technician was dispatched on July 8, 2015 at no charge to Mr. [redacted] at which time the smoke detector was replaced in an effort to earn Mr. [redacted]’s satisfaction.
Several days later on July 14, 2015, Mr. [redacted] informed Guardian that the hallway smoke detector continued to activate. A technician returned at no charge on July 17, 2015 and recommended moving the smoke detector as the location was proving to be unsuitable for proper operation however Mr. [redacted] declined to relocate the device. Prior to departing the residence, the technician replaced the smoke detector and also replaced an ADC module found to have a broken antenna jack.
Shortly thereafter, Mr. [redacted] reported additional issues with the smoke detector. Guardian scheduled onsite service to take place on July 30, 2015. Unfortunately, upon the technician’s arrival, Mr. [redacted] declined to allow the technician to inspect or repair the system. On August 6, 2015, Mr. [redacted] informed Guardian that he had removed the security monitoring equipment and had engaged a new security provider.
Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] in an effort to address and resolve his concerns. During that conversation, Guardian offered to reinstall the security system at no charge to Mr. [redacted]. Guardian also offered to relocate the smoke detector to an area better suited for the device. Unfortunately, Mr. [redacted] declined all offers and reiterated his request to cancel the account.
Respectfully, Guardian and/or [redacted] have made every reasonable effort to address and resolve Mr. [redacted]’s concerns related to the smoke detector in his home. In a genuine effort to satisfy Mr. [redacted], the device has been replaced on three (3) separate occasions, all at no charge to Mr. [redacted]. It is also important to note that the device is designed to alert of a change in temperature, heat, smoke, etc. In this particular instance, the smoke detector was found to be installed in an area which caused frequent false alarms. Service technicians have recommended relocating the device into a better suited area to eliminate false activations. Regretfully, Mr. [redacted] declined to relocate the device and thus continued to experience false alarms.
Mr. [redacted] has requested the cancellation of his Agreement. Please note that request will need to be communicated directly with [redacted] due to the fact that Mr. [redacted]’s contractual obligation is with [redacted], not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] and requested they contact Mr. [redacted] to address this matter. Guardian is confident that [redacted] will address this topic with Mr. [redacted] in a timely and professional manner.
Should you or Mr. [redacted] wish to contact [redacted], they may be reached at: [redacted]. Telephone ###-###-####.
Thank you for advising Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
April M[redacted], Manager
Dealer Operations

June 17, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, 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 provide response and clarify this matter for all parties.
For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
On April 1, 2015, Mr. [redacted] advised Guardian that he may be moving from the monitored premises. Guardian informed Mr. [redacted] that he would need to contact [redacted] to coordinate relocation of his system as he remained within the first year of his initial term. Mr. [redacted] did reach out to [redacted] who offered to relocate his system for a $99 installation fee and no contract extension. Mr. [redacted] informed [redacted] that he was not sure how soon he would be moving and did not schedule an onsite service appointment with [redacted] at that time.
On June 2, 2015, Mr. [redacted] contacted Guardian and advised that he was moving and wished to relocate his security system. Because Mr. [redacted] was now outside of the first year of his initial term, the relocation of his system would need to be conducted by Guardian instead of [redacted]. As such, Guardian provided Mr. [redacted] with several relocation options. More specifically, Guardian offered to relocate Mr. [redacted]’s system at no charge in exchange for a new 48-month Agreement; or to relocate the system for an installation fee of $100 for a new 36-month Agreement; or to relocate the system for an installation fee of $450 with no contract extension. Mr. [redacted] disputed the options provided by Guardian as [redacted] had previously quoted him a fee of $99 to reinstall the equipment. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to address his concerns and provide further explanation. During that conversation, Guardian explained that the fees quoted by Guardian to relocate his system were higher because Guardian had made an investment in Mr. [redacted]’s home when taking over his account from [redacted]. Additionally, Guardian would incur further costs by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services at Mr. [redacted]’s new residence. Guardian is unable to relocate Mr. [redacted]’s system at a $99 installation fee with no contract extension as it would not allow Guardian the opportunity to recover the investment made in his previous home or his current home during the twenty-two (22) months remaining in his initial term. Guardian further explained that [redacted] was able to quote a lower relocation fee because they had no costs to recover in Mr. [redacted]’s account.
Mr. [redacted] has requested that [redacted] handle the relocation of his security system. Guardian reached out to [redacted] and has been advised that [redacted] is willing to relocate Mr. [redacted] for the $99 installation fee previously quoted to him with no contract extension. [redacted] has scheduled relocation of Mr. [redacted]’s system to take place on June 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

September 8, 2016 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ concerns. Guardian values the opportunity to address and clarify this matter for all parties. Please be advised that Guardian is a separate and distinct company engaged by [redacted]...

[redacted] LLC to provide 24-hour alarm monitoring and related services for [redacted] customers. Guardian provided said services to [redacted] customers until [redacted] recently transacted an arrangement with [redacted] for future servicing of their customers. As part of that arrangement, [redacted] requested that Guardian direct future customer inquiries to [redacted].  [redacted] can be reached at ###-###-####. Also please note that Ms. [redacted]’ sales transaction, including but not limited to any contractual arrangement to which she may have entered with [redacted] took place directly between [redacted] and Ms. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Ms. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted].  [redacted] can be reached at:  [redacted] LLC, [redacted] Telephone: ###-###-####.  Thank you for allowing Guardian to clarify its role in this matter. Should you have any questions, please feel free to contact me at ###-###-####.                                         ...⇄ Sincerely,                                         ...⇄ April M[redacted] Manager                                    �...⇄ Dealer Operations

September 13, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Case #[redacted] Dear Ms. [redacted]   Thank you for forwarding Mr. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of his concerns.  Mr. [redacted] has expressed dissatisfaction with the camera system installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that call, Guardian explained that the cameras can be programmed for motion activation via alarm.com however Guardian does not support this feature. Guardian’s representative explained that Guardian does not recommend motion activation for outdoor cameras as any small movement (i.e. a moving vehicle, a flag blowing in the wind, a bird flying by, etc.) will activate the recorder. Because Mr. [redacted] has limited video storage, the motion feature will quickly fill Mr. [redacted]’s storage capacity.  Guardian’s representative further explained to Mr. [redacted] that the cameras are not “junk”; the cameras are very sensitive and programming the motion sensors can be complex. Guardian’s representative offered to send a technician at no charge to assist Mr. [redacted] in programming the motion feature and to conduct a motion test to ensure it is programmed to suit Mr. [redacted]’s needs. Should Mr. [redacted] be dissatisfied with the results of the onsite service appointment, Guardian’s representative offered to cancel the camera portion of Mr. [redacted]’s Agreement. Mr. [redacted] inquired if the outdoor cameras were to be removed if a large hole would remain in the residential siding. Guardian’s representative explained that could not be determined without being onsite and further explained that Guardian would not be responsible for repairing any such holes. Mr. [redacted] acknowledged his understanding and scheduled onsite service to take place on September 9, 2016. Onsite service was conducted as scheduled on September 9, 2016 at which time the technician adjusted the camera settings to better detect motion outside the home.  While onsite, the technician presented an upgraded option which would provide Mr. [redacted] the capability to record and store video footage via an internet connection. Guardian’s technician quoted the Stream Video Recorder (SVR) device at a cost of $399. Mr. [redacted] expressed interest in the device and, as such, Guardian’s technician will order the equipment and return to Mr. [redacted]’s home to install the device at his earliest convenience.  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

June 1, 2015
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.
Guardian extends its apology to Ms. [redacted] that her security system could not be relocated in a more suitable timeframe. Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor handling the relocation who assured Guardian that Ms. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to her concerns to which Ms. [redacted] has expressed her complete satisfaction. Again, Guardian sincerely apologizes to Ms. [redacted] for her recent experiences.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[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.In response to this statement....."The following day, Guardian informed Mr. [redacted] that after review with a Guardian supervisor, it was approved to offer a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension.)  Guardian also advised that for any future relocations, the [redacted]s can remove and take any security equipment with them to be installed and activated in their new home for an install fee of $195 and a minimum new 12-month Agreement. Guardian received the subject complaint shortly thereafter."  This statement is false.  This offer was extended to me after my complaint.  Prior to my complaint, no options were given to me other than extending my contract, or cancellation of contract, of which I was quoted over $1,000.  My concern, which has not been addressed in this response is why I was never told I needed to bring my equipment to the new home if I did not want to extend my contract!  This is my main complaint, I find this misleading and deceptive in order to trap a client into contract extensions.  I would have been happy to remove the equipment from my previous home, which is wireless equipment and easy to remove.  However, as aforementioned, I was not informed that this was an option.  This whole ordeal has put a bad taste in my mouth, which is why I haven't decided to extend my contract to the proposed 24 months.  I am simply afraid to sign any further contracts with this company.  After doing some research, I found multiple websites dedicated to this company and the way they go to business.  In order to bring this matter to a close, I am asking for my contract to be terminated, due to the deceptive business practice this company employs.   
Regards,
[redacted]

January 8, 2016
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.
For background,...

Mr. [redacted]’ account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“[redacted]”). As such, all aspects of Mr. [redacted]’ 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]’ 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.
Our records indicate that Mr. [redacted]’ original transaction with [redacted] occurred on February 4, 2014 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. and Ms. [redacted]’ system on February 15, 2014.
On March 27, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he and Ms. [redacted] were surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a month to month contract. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term.
On November 13, 2014, Mr. [redacted] requested the cancellation of the account in an effort to cut back on costs. Guardian’s representative explained that he remained within the initial term of the Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian’s representative further offered to apply a credit to Mr. [redacted]’ account in a good faith effort to provide assistance, however Mr. [redacted] declined the credit at that time.
Guardian had no further contact with Mr. or Ms. [redacted] regarding cancellation of the account until receipt of the subject complaint in December 2015.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. Mr. [redacted] acknowledged his understanding however expressed that he felt five (5) years to be too long of a commitment. In a genuine effort to earn Mr. [redacted]’ satisfaction, Guardian’s representative offered to reduce the initial term by thirteen (13) months. As such, the initial term will be reduced from sixty (60) months to forty-seven (47) months. Mr. [redacted] expressed his complete satisfaction with this resolution. Guardian values Mr. and Ms. [redacted] as its customers and appreciates the opportunity to continue providing them with their security monitoring services.
Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department