YMCA of Central Ohio

Revdex.com:
Guardian Protection's contract is intended for clients who need to pay off "considerations" upon execution of the contract, i.e. if Guardian had installed the system free of charge when the contract began.  The system I am using was in the home I purchased and was not set up or updated when I began my contract.  Therefore, requiring that I continue to pay them would be incorrect, since I did not buy the system (the previous owners did).   They are giving "an out" by saying they are granting me a favor, and I accept the offer, but please note that they had no right to request the over $500 payment from me in the first place.  To that end, 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]

July 17, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] Dear Ms. Gasser: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Ms. [redacted]’s complaint. Guardian is a customer-focused...

organization and values the opportunity to resolve her concerns. Upon receipt of your letter, Guardian immediately reached out to Ms. [redacted] in a genuine effort to assist her. To date, Guardian has been unable to speak with Ms. [redacted], nor has she returned the voicemail messages left for her. Guardian understands Ms. [redacted]’s frustration and sincerely empathizes with her situation. It is Guardian’s desire to assist Ms. [redacted] with removing her billing information and email address from the account as she has requested, however Guardian is unable to move forward without speaking directly to her. Guardian also requires documentation from Ms. [redacted] prior to completing her request. As such, Guardian respectfully requests that Ms. [redacted] contact Ken G. at ([redacted] at her convenience. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,John T[redacted] Manager Customer Care Loyalty Department

October 15, 2015
Revdex.com of Western Pennsylvania
Attention: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr....

[redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.
Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records and offers the following in response.
For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in March 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Repair Agreement and a Residential Monitoring Agreement (“Agreement”) with Guardian on March 3, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Mr. [redacted] placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Mr. [redacted]’s system was subsequently installed and activated on October 1, 2015.
The following day on October 2, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Mr. [redacted] cited that a motion sensor was being activated by pets moving throughout the home. Mr. [redacted] also expressed dissatisfaction that he was unable to see notification that the overhead garage doors where being opened/closed. Mr. [redacted] further stated he believed he was to receive a zwave door lock. Guardian’s representative apologized to Mr. [redacted] for his frustrations and offered to swap the motion sensor for a glass break sensor. Mr. [redacted] declined. Guardian’s representative also explained that Mr. [redacted] could subscribe to advanced interactive services for an additional $5/month. Mr. [redacted] expressed he did not wish to increase his monthly monitoring fees. Guardian’s representative then offered to move the motion sensor and add two (2) window contacts at no charge. Mr. [redacted] declined and stated he wished to cancel the account. Guardian’s representative explained that an early termination fee is required to cancel the account and provided that amount to be $2,651.56. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] on October 7, 2015 to review his concerns directly. During that conversation, Guardian’s representative reiterated the offers previously made to move the motion sensor and add two (2) window contacts at no charge, and further offered to upgrade Mr. [redacted]’s service to advanced interactive with no additional monthly cost. Mr. [redacted] declined and requested the cancellation of his account. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to reduce the early termination fee by 30% to $1,856.09. Mr. [redacted] declined Guardian’s offer to accept a reduced early termination fee.
Guardian reached out to Mr. [redacted] again on October 13, 2015. Mr. [redacted] disputed the early termination fee amount, stating he would remit a lesser amount ($1,618.20) over the 36-month course of the Agreement. In good faith, Guardian’s representative offered to accept the sum of $1,618.20 to cancel the account, however Mr. [redacted] declined. Guardian’s representative explained that the cost to provide and install Mr. [redacted]'s system was $1,602.20. Mr. [redacted] rolled $250 of that amount into his mortgage. As such, Guardian offered to accept the difference ($1,352.20) to cancel the account which would allow Guardian to recover its costs only. Mr. [redacted] declined and requested that Guardian accept the sum of $400 to cancel his account. Guardian’s representative explained that it was unable to accept Mr. [redacted]’s proposal and reiterated its offer to send a technician to Mr. [redacted]’s home at no charge to move the motion sensor, add two (2) window contacts, and upgrade to advanced interactive with no further monthly cost. Mr. [redacted] declined all offers presented by Guardian.
Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Guardian has made every reasonable effort to address and resolve Mr. [redacted]’s concerns however Mr. [redacted] has declined to provide Guardian the opportunity to service the security monitoring equipment installed in his home. Guardian remains willing to send a technician to Mr. [redacted]’s home at no charge as described above. Alternatively, should Mr. [redacted] wish to cancel his account, he may do so upon remittance of the reduced early termination fee of $1,352.20. Guardian believes these offers to be fair and reasonable and is hopeful Mr. [redacted] will concur. These offers are extended to Mr. [redacted] until close of business on November 12, 2015 after which they will be rescinded.
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 17, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of...

Mr. [redacted]’s complaint.  Guardian values the opportunity to assist in facilitating resolution of his concerns.  Mr. [redacted]’s letter disputes the automatic renewal of his contract. For background, our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on July 7, 2006 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term is designated as sixty (60) months. Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal.   Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to provide the above explanation however Guardian has been unable to reach Mr. [redacted] to date.   In this instance and in a good faith to earn Mr. [redacted]’s satisfaction, Guardian will agree to cancel the subject account without further payment. Mr. [redacted] will receive separate correspondence confirming the cancellation date of services.  I believe this gesture should fully resolve Mr. [redacted]’s concerns.  Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at [redacted].                           Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

January 9, 2017 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 and address Mr. [redacted]’s concerns.   For background, Mr. [redacted]’s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction with 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.  Given that the nature of Mr. [redacted]’s concerns relate to the system installation which was conducted by [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] immediately reached out to Mr. [redacted] to schedule onsite service to take place on January 11, 2017.  [redacted] has also agreed to reimburse Mr. [redacted] the sum of $377.94 for the six (6) months in which Mr. [redacted]’s system was not operating properly. Mr. [redacted] expressed his satisfaction with this resolution offered by [redacted]. Should you wish to contact [redacted] directly, they may be reached at: [redacted]Thank you for the opportunity to provide Guardian’s response to this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Manager                                    �...⇄ Dealer Operations

July 7, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. Please note that AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Ms. [redacted]’s letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of her concerns. Upon receipt of the complaint, AMP made numerous attempts to contact Ms. [redacted] to schedule onsite service however Ms. [redacted] has not returned the messages left by AMP to date. AMP has informed Guardian that they remain willing to schedule onsite service to inspect Ms. [redacted]’s system and replace any defective equipment. AMP also remains willing to assist Ms. [redacted] with the termination fee due to her previous provider, however AMP requires proof of the amount due in the form of a final invoice from that provider. Absent proof of the final amount due, AMP is unable to assist Ms. [redacted] further in regards to the final invoice to her former provider. Based on the above information, AMP has respectfully declined Ms. [redacted]’s request to cancel the account. Should you or Ms. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] [redacted].Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

June 19, 2017Revdex.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]’s complaint. Guardian values the opportunity provider...

response and facilitate resolution of his concerns. Upon receipt of your letter, Guardian conducted a careful review of the subject account. Due to Mr. [redacted]’s unique circumstances, in this instance and in good faith, Guardian will accommodate his request the cancel the account without further payment. Guardian has contacted Mr. [redacted] directly to provide the above explanation. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

September 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 Mrs. [redacted].   Mrs. [redacted]’s letter expresses discontent that her security system has not functioned properly since installation in August 2016. Upon receipt of the subject complaint, Guardian immediately reached out and spoke with Mr. [redacted]. During that conversation, Guardian’s representative offered to schedule a technician at no charge to evaluate the system and make any necessary repairs. Guardian’s representative also offered to change the initial term to a month-to-month commitment. Mr. [redacted] declined both options and stated he wished to cancel the account.  In light of Mr. and Mrs. [redacted]’s recent experiences, Guardian has agreed to uninstall all security equipment from the monitored premises and cancel the account. Guardian sincerely regrets that the [redacted]s’ experience with Guardian was less than exemplary and apologizes for any inconvenience. Thank you for allowing 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 Service Loyalty Department

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

May 5, 2016
RE: [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 and clarifying this matter for all...

parties.
While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’s transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted] not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
[redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on February 25, 2015, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on February 25, 2015.
On November 30, 2015 with fifty-two (52) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had sold the monitored premises and was unable to transfer services to his new home as it was a rental. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. Guardian’s representative provided that amount to be $749. Guardian’s representative offered to freeze the account for a six-month period to allow Mr. [redacted] the opportunity to find a permanent residence. Guardian’s representative also indicated that the new homeowner could activate services under a new agreement which would release Mr. [redacted] from all remaining obligation. Mr. [redacted] declined to relocate and disputed the early termination fee. Guardian’s representative informed Mr. [redacted] that the monitoring would be placed out of service but that billing would continue until the end of the initial term. Mr. [redacted] acknowledged his understanding.
On January 7, 2016, Mr. [redacted] spoke with Guardian and disputed receipt of a billing statement. Mr. [redacted] also disputed the initial term of his Agreement and the early termination fee. Guardian’s representative reiterated the relocation options previously presented to Mr. [redacted]. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint on April 22, 2016.
Mr. [redacted]’s complaint indicates that the front page of his contract states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property.”
The language referred to by Mr. [redacted] above is found in Section 3 of his Agreement which clearly states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property. Should the client cancel under the above stated terms, the early termination fee of $749.00 shall be immediately due and payable to the company.”
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the above terms of his Agreement. Mr. [redacted] stated he is aware of the sentence outlining the early termination fee however the [redacted] sales representative indicated the early termination fee would be waived due to Mr. [redacted]’s frequent moves. Guardian’s representative reviewed the terms of Mr. [redacted]’s Agreement and advised nothing was noted to indicate the agreement to waive the early termination fee. Mr. [redacted] stated that he possessed documentation confirming the sales representative’s promise. Guardian requested that Mr. [redacted] forward a copy of that document to Guardian to review. To date, Guardian has not received any paperwork from Mr. [redacted], nor has Mr. [redacted] responded to additional voicemail messages left for him.
Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] as the contract holder. Respectfully, [redacted] is unable to accommodate Mr. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow [redacted] the opportunity to recoup its investment made in the monitored premises. [redacted] has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account. Should Mr. [redacted] wish to cancel his account, he may do so by remitting payment of the early termination fee designated by the terms of his Agreement. Alternatively, Mr. [redacted] may remit timely monthly payments until such time that he is eligible to cancel his account.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ([redacted], ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

April 22, 2016
RE: [redacted] Case #[redacted]
Dear Mrs. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to address Mrs. [redacted]’s concerns and clarify this matter for all...

parties.
For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in February 2013 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 February 14, 2013 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.
Mrs. [redacted] asserts in her letter that Guardian “snuck in” a contract during the time of sale. Respectfully, this assertion is false. 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 Mrs. [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. Our records indicate Mr. and Mrs. [redacted]’s system was installed and activated on May 1, 2013.
In March 15, 2016 with twenty-seven (27) months remaining in the initial term of the Agreement, Mrs. [redacted] informed Guardian that they had moved from the monitored premises. Mrs. [redacted] requested that Guardian contact the new homeowners and inquire if they wished to take over monitoring services. A short while later, Mr. [redacted] contacted Guardian and again stated that the [redacted]s had moved. Guardian’s representative offered to transfer services to the [redacted]’s new home however Mr. [redacted] declined. Guardian’s representative explained that twenty-seven (27) months remained in the initial term of the Agreement and that the [redacted]s were ineligible to cancel absent payment of an early termination fee. Guardian’s representative also explained that the balance of the initial term could be transferred to a friend or family member, or the new homeowners could activate services under a new contract which would relieve the [redacted]s from all remaining obligation. Finally, should the [redacted]s wish to move forward with cancellation, Guardian’s representative offered to reduce the early termination fee by 25% in a genuine effort to assist them. Mr. [redacted] indicated he wished for Guardian to reach out to the new homeowners before making a decision. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative offered in good faith to accept a 50% reduction to the early termination fee in the amount of $560 to cancel the account. Mrs. [redacted] accepted and remitted payment of the early termination fee on April 18, 2016.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department

March 22, 2018Revdex.comAttn: Jennifer [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – 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 bring resolution to this matter.Ms. [redacted]’ complaint expresses dissatisfaction with nonworking equipment and with issues in scheduling onsite service with Guardian. Guardian apologizes to Ms. [redacted] for any inconvenience. Due to Ms. [redacted]’ unique circumstances, Guardian will agree to accommodate her request to cancel the account effective April 15, 2018 and will further agree to waive the early termination fee. Ms. [redacted] has expressed her satisfaction with this resolution.Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

September 11, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to clarify this matter and assist in facilitating resolution.
For background, Mr....

[redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“Ranger”). 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.
Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on September 7, 2012 at which time Mr. and Mrs. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is clearly designated as five (5) years. Both Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form. [redacted] installed and activated Mr. [redacted]s system on September 14, 2012.
On August 13, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account in order to engage another security provider. Guardian’s representative informed Mr. [redacted] that he remained within the five (5) year initial term of his Agreement. Mr. [redacted] stated that he believed his initial term to be three (3) years however he would consult his paperwork and contact Guardian at a later time. No further contact was received from Mr. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.
It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]s concerns in a manner that is fair and reasonable to both parties. Pursuant to the terms of Mr. [redacted]s Agreement, Mr. [redacted] may elect to cancel his account prior to the end of his initial term upon payment of an early termination fee. That amount is designated to be $1,006.80. Notwithstanding, in good faith Guardian is willing to accept a 25% reduction to the early termination fee in the amount of $755.10 to cancel Mr. [redacted]s account and all remaining obligation. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $755.10 to cancel Mr. [redacted]s account is extended until close of business on October 9, 2015 after which it will be rescinded.
I am hopeful this explanation assists in clarifying Guardian’s role in this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

September 30, 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 address and clarify this matter for all parties.   Mr. [redacted] has expressed discontent related to structured wiring installed in his home by Guardian. Upon receipt of your letter, Guardian contacted Mr[redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] stated that in 2013 he paid Guardian to install a functioning landline in his loft which he did not receive. Guardian’s representative politely explained to Mr. [redacted] that all structured wiring work conducted at his home was completed according to the terms of the Installation Agreement. Guardian’s representative further explained that Guardian does not install a “functioning landline” but rather Guardian installs a voice line to the selected room. Once that installation is complete, Guardian has no control over where services are placed which are acquired from other companies (in this case, the Comcast triple play gateway). Guardian’s records indicate a functioning voice line was installed in Mr. [redacted]’s home pursuant to the term of his Installation Agreement.  Guardian’s representative reviewed with Mr. [redacted] that if he would be willing to relocate the gateway from its current location in the home to the structured wiring panel, he could connect the line that runs to the loft and obtain a functioning voice line. Mr. [redacted] declined and requested that Guardian drop the spare cat5 line that runs from the attic to the structured wiring panel to the necessary floor, and add a voice/data in bedroom 3, which would allow him to backfeed the phone service from his gateway to the panel, then feed it from the panel back up to the loft.  Guardian’s representative explained to Mr. [redacted] that the above scenario may be a possibility however Guardian does not perform any work that will require the cutting of drywall / sheetrock without written confirmation from the Builder that they have someone who can complete the drywall repair. Guardian’s representative also reviewed that no guarantees can be made that a technician will be able to access the spare cable in the attic after cutting open the drywall. Further, Guardian’s representative explained to Mr. [redacted] that any work conducted as described above will be billable at Guardian’s standard time and material rates.  Mr. [redacted] disputed that he would be required to pay for work to be completed as it should have been completed in 2013.  Guardian’s representative reiterated that Guardian did complete the work that was originally requested, and that Mr. [redacted] is responsible for remitting payment for any work being performed beyond the scope of the original job. Mr. [redacted] stated he would relay this conversation to the Revdex.com and ended the call.  In summary, Mr. [redacted] utilizes a VoIP telephone service which is transmitted through his internet rather than a traditional telephone line. Mr. [redacted]’s modem/router combo from his internet service provider is not installed at the structured wiring panel therefore the phone line cannot be connected to the panel to access the service. Guardian previously offered to relocate the gateway however Mr. [redacted] declined. All structured wiring, including a functioning voice line, was properly installed by Guardian in 2013 according to the specifications in Mr. [redacted]’s Installation Agreement. Should Mr. [redacted] wish for any additional work to be completed by a Guardian technician, all services will be billed at Guardian’s standard service rates. Thank you for allowing Guardian the opportunity to clarify this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄             Andrew A[redacted], Manager                                         ...⇄ Customer Service Department

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]

When I signed up for the cameras, I thought I was signing up for the cameras only and signing for the cameras only. The rep never said I was signing a 5 year additional contract . He swindled me into signing a 5 year contract when I thought I was only signing for the cameras. I called the company and they said I signed a 5 year contract and I explained I only signed up for the cameras with no additional contract signing and they refused to hear me out.Desired Outcome: No further contracts by this business...

May 12, 2016
RE: [redacted] – ID #[redacted]
Dear Mrs. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s additional comments. Upon receipt of your letter, I reached out to Mrs. [redacted] via email on May 5, 2016. I informed Mrs. [redacted] that her account had been reviewed by several members of Guardian including myself as the Director of the Account Management Department. I reiterated that [redacted] has offered to accept an early termination fee of $750 to cancel the account. (Please note Guardian is unable to authorize cancellation of Mrs. [redacted]’s Agreement due to the fact that her contractual obligation is with [redacted]). Alternatively, I reiterated that Guardian remains willing to facilitate relocation of her monitoring services with [redacted] at a lower rate and with three (3) months of monitoring services at no charge.
As of this date, I have not received a response from Mrs. [redacted]. As I informed Mrs. [redacted] in my email, I am happy to discuss her options directly with her should she wish to contact me via telephone or email.
Should you have any further questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

November 30, 2016 Revdex.comAttn[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr....

[redacted]’s complaint. Guardian values the opportunity to respond and assist in facilitating resolution of his concerns.  While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], Inc. (“[redacted]) to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.   Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Given that the nature of Mr. [redacted]’s complaint relates to his sales transaction with [redacted], Guardian has provided a copy of the complaint to [redacted] and requested that they contact Mr. [redacted] directly. [redacted] has subsequently informed Guardian that Mr. [redacted]’s system has been reinstalled by [redacted] and that Mr. [redacted]’s system now contains the exact protection that was previously being provided by [redacted]. To commemorate the transaction, Mr. [redacted] has executed a new Agreement with [redacted] for an initial term of forty-one (41) months. Based on this information, Guardian believes Mr. [redacted]’s concerns to be fully resolved. Should you or Mr. [redacted] need to reach [redacted] directly, they may be contacted at:  [redacted] Thank you for providing 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]

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.
Them assuming I am now happy is not any help to me. They did not address any issues in my letter. We may close the case but please leave it as a negative unsolved case. Thank you.
Regards,
[redacted]