YMCA of Central Ohio

July 10, 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 welcomes the opportunity to...

provide response and assist in facilitating resolution of his concerns.Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Complete Home Security (“Complete Home”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly with Complete Home, 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 Complete Home. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that Complete Home 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 Complete Home, including security evaluations, sales processes, installation practices or any other aspects of Complete Home’s business. Our records indicate Mr. [redacted]’ initial transaction with Complete Home occurred on June 9, 2016 at which time he executed a Home Improvement Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is 60 months.” Our records indicate that Mr. [redacted]’ system was installed and activated by Complete Home on June 16, 2016. Mr. [redacted]’s letter expresses discontent related to a non-working product which he further stated only worked for three (3) months. Our records indicate Mr. [redacted] did not report any issues to Guardian until April 25, 2017, ten (10) months following installation of his system. At that time, Mr. [redacted] reported issues with the doorbell camera. Guardian immediately informed Complete Home who conducted onsite service at Mr. [redacted]’s residence on April 28, 2017 during which Complete Home’s technician replaced the doorbell camera. Subsequently, Complete Home instructed Guardian to invoice Mr. [redacted] $195 for the onsite service visit. Said invoice was generated on May 25, 2017.On June 29, 2017, Mr. [redacted] contacted Guardian to dispute the billing statement for the service visit on April 28, 2017. In a good faith effort to satisfy Mr. [redacted], Guardian applied a credit to his account in the amount of $100, waiving one-half the cost of the service visit. Mr. [redacted] further stated that he was unhappy with the service, planned to relocate from the monitored premises, and wished to cancel his account. Guardian’s representative informed Mr. [redacted] that forty-seven (47) months remained in the initial term of the Agreement and that he was ineligible to cancel the account absent payment of an early termination fee. Guardian’s representatives also explained that the services could be transferred to Mr. [redacted]’s new residence or if the new homeowner elected to activate services under a new agreement for a 47-month term, Mr. [redacted] would be relieved from all remaining obligation. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Mr. [redacted] expressed discontent with cost of the early termination fee. Guardian’s representative explained that Guardian is willing to work with Mr. [redacted] to reduce the early termination fee, however Mr. [redacted] expressed that he wished for Guardian to contact the new homeowner do determine if they were interested in activating services. Guardian has subsequently reached out to Mr. [redacted] several times to follow up, however Mr. [redacted] has not contacted Guardian in response. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Our records indicate that Mr. [redacted]’s security system has been working properly at all times as evidenced by receipt of all regularly scheduled monthly test signals. While Mr. [redacted] cites dissatisfaction with the doorbell camera, please note Guardian was unaware of any discontent related to the device until April 2017. Upon notification, Guardian immediately informed Complete Home who conducted onsite service three (3) days later. Upon learning of his dissatisfaction with the cost related to the appointment, Guardian waived one-half of the fee in a good faith effort to satisfy Mr. [redacted]. Guardian has at all times honored its obligation under the Agreement. Based on the above information, Guardian respectfully declines Mr. [redacted]’s request to cancel his account without further payment. Should Mr. [redacted] wish to move forward with cancellation, he may do so upon payment of the early termination fee as designated in the terms of his Agreement. That amount is defined as $1,250. Upon receipt of payment of $1,250, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Guardian remains willing to work with Mr. [redacted] to relocate services to his new home, or contact the new homeowner to determine if they are interested in activating services under a new agreement in the equivalent of Mr. [redacted]’s remaining initial term. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me at ([redacted]. Sincerely,Kathleen [redacted], Director Account Management 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]

June 24, 2015
Revdex.com of Western Pennsylvania
Attn[redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian...

welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’ concerns.
For background, please note this account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of the sales transaction took place directly with [redacted]; Guardian was not present during the sales transaction or system installation. [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] business.
Our records indicate an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in the name of “[redacted] [redacted] Bible Bookstore” and dated February 28, 2013 bears the signature of “[redacted].”
Ms. [redacted] has asserted that the signature found on the Agreement was executed by a third party without her permission or knowledge. Upon receipt of your letter, Guardian spoke with Ms. [redacted]’ father, Mr. [redacted], Jr., who stated the monitored premises belongs to him and all responsibility for the account should belong to him as well. Mr. [redacted] further expressed that the account never should have been created in his daughter’s name.
Based on the above information and at the request of the parties, Guardian has made arrangements to transfer the account responsibility to Mr. [redacted]. Upon receipt of the executed documentation authorizing the change, Guardian will remove Ms. [redacted]’ from the account and she will be released from all responsibility and obligation. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Ms. [redacted]’ complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

April 12, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian sincerely regrets that Mr. [redacted] experienced such a traumatic event resulting in the loss of his home....


Upon receipt of your letter, Guardian contacted Mr. [redacted] in an earnest effort to assist him. During that conversation, Mr. [redacted] explained that he relocated from the monitored premises while the home was being rebuilt. Mr. [redacted] further explained that he lives in a rental home and is unable to transfer services.
The terms of Mr. [redacted]’s Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated May 3, 2013 allows 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 $814.67. However in a genuine effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction of the early termination fee in the amount of $400.00 which will allow Guardian the opportunity recover some but not all of its costs expended in Mr. [redacted]’s account. Guardian has spoken with Mr. [redacted] who has accepted the offer of a reduced early termination fee. Mr. [redacted] remitted this amount on April 11, 2016. Accordingly, Mr. [redacted]’s account will be cancelled and he will receive no further billing statements from Guardian.
On behalf of Guardian, I would like to extend my best wishes to Mr. [redacted] and thank him for being a valued Guardian customer. Should he desire security services in the future, it is our hope that he will consider using our firm.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

March 5, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [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 regarding a refund for equipment purchased from Guardian which was not installed. Guardian sincerely apologizes to Mr. [redacted] that the refund was not provided in a timely fashion as promised. Mr. [redacted]’s experiences are not reflective of Guardian’s high quality standards and expectations. Upon receipt of your letter, Guardian immediately processed the refund in the amount of $245. The credit should be reflected in Mr. [redacted]’s account within the next several days. Again, Guardian apologizes to Mr. [redacted] for the oversight. Additionally, Guardian is concerned with Mr. [redacted]’s expressed discontentment relating to his interactions with Guardian representatives in his local area. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. Guardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid these circumstances in the future. Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

April 19, 2016
RE: [redacted], Case #[redacted]
Dear Mrs. [redacted]:
Thank you for forwarding Mrs. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and clarify this matter for all parties.
Mrs. [redacted]’s letter expresses...

discontent related to the installation of security equipment during her recent upgrade. For background, Mr. and Mrs. [redacted]’s initial transaction with Guardian occurred on October 10, 2012, at which time Mr. [redacted] executed a Monitoring Agreement to engage Guardian to activate and monitor the existing system in their new home.
In January 2016, Mr. and Mrs. [redacted] elected to upgrade their security system. Mr. [redacted] executed an Interactive Upgrade Addendum (“Addendum”) on January 26, 2016 for an initial term of forty-eight (48) months. On February 11, 2016, Guardian installed all of Mr. and Mrs. [redacted]’s selected equipment with the exception of one (1) device which was damaged out of the box. Guardian’s technician explained that a new sensor would be ordered and a technician would return to install that device upon delivery.
The following day, Guardian received an email from Mrs. [redacted] expressing dissatisfaction with installation of the new equipment, citing displeasure with the cosmetic appearance of the new devices. Mrs. [redacted] requested a different technician return to correct the appearance of the devices and to install the missing device. Guardian apologized to Mrs. [redacted] for any inconvenience and explained that a new sensor had been ordered. Upon the sensor being delivered, Guardian would contact Mrs. [redacted] to schedule an appointment.
An onsite service appointment was scheduled for February 26, 2016 to install the missing sensor and make cosmetic alterations to the new equipment however Mrs. [redacted] subsequently requested that the appointment be rescheduled. Pursuant to her request, the onsite service appointment was rescheduled for March 3, 2016. Guardian’s technician was dispatched as scheduled on March 3, 2016. While onsite, the technician removed glue residue which remained from the installation of the initial security equipment. The technician also made cosmetic changes to the alignment of the new security devices which resulted in the devices being more aesthetically pleasing. The following day, Mrs. [redacted] expressed her pleasure with the work of the technician however stated he had missed several devices on the basement windows. A technician returned to Mrs. [redacted]’s home on March 8, 2016 and made additional cosmetic corrections (i.e. using glue remover and filling holes with white silicon, etc.). The technician also replaced two (2) transmitters. Prior to departing, the technician provided a demonstration to Mrs. [redacted] on arming/disarming the system using the key fob.
On March 9, 2016, Mrs. [redacted] expressed ongoing issues with the window sensors. A technician returned that day on March 9, 2016 and found that serial numbers on several sensors were incorrectly programmed. The technician corrected the programming and replaced the living room window contact. Guardian now believes the issues with the window sensors and the cosmetic appearance of the new devices to be resolved.
Mrs. [redacted]’s letter also expresses concern related to the motion sensor in her home. More specifically, Mrs. [redacted] states that the motion sensor did not detect her movement in the home while the system was armed. Guardian reviewed Mrs. [redacted]’s account including the history log from Mrs. [redacted]’s panel and determined that the system was armed in “stay” mode during the time in question. Please note that arming the system in “stay” only arms the perimeter devices (doors and windows) to allow homeowners to move freely about the residence without tripping any motion-activated devices. Should a customer wish for the motion sensors to be armed, the system must be armed in either “away” or “maximum” mode.
Guardian contacted Mrs. [redacted] on April 5, 2016 to provide the above explanation. During that conversation, Mrs. [redacted] conducted a test of her system while it was armed in “away” mode and the motion sensor did activate properly. Guardian’s representative also provided an explanation to Mrs. [redacted] of the different arming modes (“stay”, “away”, “instant” and “maximum”). Mrs. [redacted] indicated that her touchscreen keypad did not have a “maximum” option and that she had armed the system in “night stay.” Guardian’s representative offered to remotely access Mrs. [redacted]’s system and program the Zone 18 motion sensor to be incorporated with the “night stay” option. Mrs. [redacted] accepted and Guardian edited the programming for the motion sensor via remote access.
Guardian left several voicemail messages for Mrs. [redacted] on April 5, 2016 and April 6, 2016 to advise her of the programming changes and to inquire if she had had the opportunity to test the motion sensor. Mrs. [redacted] emailed Guardian on April 6, 2016 and stated that she had tested the motion sensor twice with no success. Guardian’s representative sent an email response to Mrs. [redacted] requesting that she contact Guardian via telephone to conduct a test of the motion sensor while on the line. Guardian’s representative also offered to send a technician at no charge to test the motion sensor onsite.
On April 7, 2016, a Guardian supervisor spoke with Mrs. [redacted] regarding the motion sensor. Mrs. [redacted] expressed that she wished for the motion sensor to be armed during the night with no entry delay. Guardian’s technical support team has been conducting extensive research and was able to provide instructions on setting the system in “night stay” mode from the number keypad. Guardian’s technical support team also contacted Honeywell to determine why the touchscreen keypad was not compatible with “night stay”. After additional remote programming changes, Guardian believed the motion sensor issue to be resolved.
On April 8, 2016, Guardian left a voicemail message for Mrs. [redacted] informing her of the newest programming changes. Guardian’s representative requested that Mrs. [redacted] contact Guardian to relay whether the motion sensor was now working as she desired. Guardian left additional voicemail messages on both Mr. [redacted]’s cell phone and Mrs. [redacted]’s cell phone on April 11, 2016 to inquire if they had tested arming in “night mode” from all keypads.
Shortly thereafter, Mrs. [redacted] informed Guardian via email that the motion sensor again did not activate while armed in “night stay.” Mrs. [redacted] further stated she did not wish to make any further attempts to alter the programming related to the “night” mode.
Guardian apologizes to Mrs. [redacted] that its efforts to program her motion sensor remotely have not been successful. As previously offered, Guardian would be pleased to dispatch a technician at no charge to make any necessary changes to ensure the motion sensor is armed during “night stay.”
In the interim, Guardian has applied a credit to Mrs. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience.
Thank you for allowing Guardian the opportunity to explain the above matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attached addendum as referenced by Guardian.  It clearly states External Cameras and if you noticed the amount is $299 due per the contract not what they are billing me for of $499.  As far as calling into Guardian, I have phone records that will show that I made numerous attempts to contact them after installation, not just the one attempt in April.  In April is when it was escalated to Revdex.com.  I did not attached any phone records (but I can if needed) because I feel the contract speaks for itself.
Regards,
[redacted]

May 24, 2016
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 assist in facilitating resolution of his concerns.
For...

background, Guardian initially spoke with Mr. [redacted] on April 8, 2015 at which time he requested activation of the existing system in his new home. After discussing options and equipment with Guardian’s representative, Mr. [redacted] elected to activate the existing system, add a cellular communication device and add a new panel in exchange for a $39.95 monthly fee, with the first five (5) months to be provided at no charge.
To commemorate his decision to engage Guardian, Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) on April 8, 2015. The initial term is clearly designated as sixty (60) months in the Special Conditions section, and in the separate and bolded clause which states, “This is a sixty (60) month monitoring agreement.” The Agreement bears Mr. [redacted]’s initials next to this special bolded section. The Agreement also bears Mr. [redacted]’s signature.
At the time of sale, Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction with Guardian. Mr. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form. Guardian did not receive a written request to cancel from Mr. [redacted] and therefore proceeded to provide, install and activate security equipment. Mr. [redacted]’s system was activated on April 30, 2015.
On May 6, 2016 with forty-nine (49) months remaining in the initial term of his Agreement, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained in the initial term of his Agreement and was ineligible to cancel. Mr. [redacted] disputed the initial term of his Agreement. Guardian’s representative reviewed the Agreement and confirmed the initial term to be sixty (60) months. A copy of the Agreement was mailed to Mr. [redacted] for his review.
On May 10, 2016, Mr. [redacted] reiterated his request to cancel the account, stating he believed the initial term to be twenty-four (24) months. Guardian’s representative explained that cancellation could not occur absent payment of an early termination fee. Guardian’s representative provided that amount to be $1,919.52, however offered to discount the amount to $1,300.00 in an effort to assist Mr. [redacted]. Mr. [redacted] disputed the amount provided to him and stated he was willing to remit $480.00. Guardian’s representative offered to make a final reduction to the early termination fee and accept $1,100.00 to cancel. Mr. [redacted] declined.
The following day on May 11, 2016, Guardian’s representative contacted Mr. [redacted] and expressed that he had reviewed the telephone interactions between Mr. [redacted] and Guardian from the time of sale. (Due to the nature of Guardian’s business, all telephone calls and interactions are recorded.) As a result, Guardian’s representative confirmed there was no verbal discussion or promise of a (2) year initial term. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.
Respectfully, Guardian is unable to cancel Mr. [redacted]’s account absent payment of an early termination fee. Mr. [redacted] has fulfilled only eleven (11) months of the sixty (60) month initial term. Guardian incurred significant expense by providing, installing and activating Mr. [redacted]’s security system with the expectation to recover that expense over the initial term. It is therefore unreasonable to accommodate Mr. [redacted]’s request to cancel without further payment.
Guardian previously offered to accept a drastically reduced early termination fee in an effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement. Guardian remains willing to accept payment of $1,100.00 to cancel Mr. [redacted]’s account. This offer is extended until close of business on June 22, 2016 after which it will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments and enjoy the 24-hour monitoring services to which he contracted until such time that he is eligible to cancel.
Thank you for allowing Guardian the opportunity to clarify the above matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

February 12, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a...

customer-centric organization and values the opportunity to address any concern. Guardian extends its apology to Ms. [redacted] for the delay in relocating her security system and for any inconvenience the delay may have caused. Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Upon receipt of your letter, Guardian reached out to Ms. [redacted] directly. Regretfully, Ms. [redacted] declined to speak with Guardian and indicated she would await a response from the Revdex.com.In a good faith effort to earn Ms. [redacted]’s satisfaction, Guardian would like to make the following offer:• Guardian will schedule a same day/evening/weekend appointment at no charge to Ms. [redacted] to install the AT&T card and activate the system communication; • Guardian will reduce the initial term of Ms. [redacted]’s Agreement from forty-eight (48) months to thirty-six (36) months; and • Guardian will reduce Ms. [redacted]’s monthly rate from $36.99 to $29.99. Additionally, Guardian has waived the balance due on the account and has applied a further credit in apology for Ms. [redacted]’s frustration. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and would appreciate the opportunity to regain her trust in our services. Ms. [redacted] may further discuss and/or accept the above offer by contacting Guardian at her convenience.Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

August 31, 2015
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 assist in facilitating resolution of Mr. [redacted]s...

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], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’s 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.
As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 12, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.
Mr. [redacted]’s letter asserts that Guardian changed contract terms without his prior agreement. Guardian has reviewed Mr. [redacted]’s account and offers the following information.
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. Respectfully, at no time did Guardian change the terms of Mr. [redacted]’s Agreement with [redacted] as asserted in his complaint. Upon receipt of Mr. [redacted]’s Agreement from [redacted], Guardian began billing Mr. [redacted] the monthly rate reflected on the Agreement. Upon notification from Mr. [redacted] that the monthly rate exceeded the amount agreed upon with his [redacted] sales representative, Guardian informed [redacted] of Mr. [redacted]’s concerns. In good faith, [redacted] lowered Mr. [redacted]’s monthly rate and Guardian applied a credit to Mr. [redacted]’s account for the difference between the amounts previously billed and the new rate.
Mr. Elliot has also asserted that Guardian withdrew money from his checking account without permission. Respectfully, Mr. [redacted]’s assertion is false. At the time of sale, Mr. [redacted] elected to enroll in Guardian’s electronic form of billing and payment. This option enabled Mr. [redacted]’s payment to be made through automatic deduction from his checking account at the same point in time each month. On February 27, 2015, Mr. [redacted] requested that his enrollment in the automatic payment option be cancelled and Guardian processed his request accordingly.
Finally, Mr. [redacted] has reported an issue with his system and expressed discontent related to Guardian’s efforts to assist him in resolving these issues. Our records indicate Mr. [redacted] contacted Guardian on July 24, 2015 for assistance in obtaining the security code needed to disarm his system. While Guardian’s representative was assisting Mr. [redacted] access the security code through his alarm.com account, Mr. [redacted]’s alarm was tripped and the audible siren began to sound. In an attempt to silence the audible siren, Mr. [redacted] removed the keypad from the wall causing damage to the screen. Mr. [redacted] ended the call before Guardian’s representative could offer further assistance.
On August 21, 2015, Mr. [redacted] contacted Guardian to request onsite service to repair the keypad. Guardian’s represented informed Mr. [redacted] that onsite service would be subject to Guardian’s standard service rates as the damage was not the result of normal wear and tear. Mr. [redacted] disputed the cost associated with onsite service and requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and an early termination fee is required to cancel the account. Mr. [redacted] expressed dissatisfaction with this explanation and Guardian received the subject complaint shortly thereafter.
Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to provide the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr. [redacted]’s residence on August 28, 2015 at which time the broken keypad was replaced at no charge. Additionally, Guardian has also applied a credit to Mr. [redacted]’s account in a good faith effort to earn his satisfaction. Mr. [redacted] has indicated that his concerns have been fully resolved.
Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext. 12373.
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

May 5, 2016
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 provide response and facilitate resolution of Mr. [redacted]’s concerns.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all paperwork and telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian confirmed that Mr. [redacted]’s warranty period was designated as one (1) year on his Builder Division Sales and Monitoring Agreement (“Agreement”) dated July 26, 2015. Please note that the warranty period begins on the date Guardian completes installation of the structured wiring, not on the date the customer moves into the home. Our records indicate Guardian completed Mr. [redacted]’s structured wiring on October 25, 2013, and that the warranty expired on October 25, 2014. Mr. [redacted]’s initial request for onsite service was placed on December 18, 2015, which was outside of the warranty period. Additionally, please note that had the warranty period been two (2) years as Mr. [redacted] had believed, his request for service would still have been outside the warranty. Guardian apologizes to Mr. [redacted] for any confusion.
Guardian has contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative also explained that a review of the recent telephone interactions concluded that our representative misunderstood that Mr. [redacted] wished to cancel the onsite service appointment if it was deemed to be billable and not covered under warranty. As such, Guardian has waived the cost associated with the onsite service appointment conducted on January 4, 2016. Said credit of $102.50 was applied to Mr. [redacted]’s account on April 29, 2016. Mr. [redacted] expressed his satisfaction with this resolution and acknowledged his understanding that any future service visits needed to address structured wiring would be billable at Guardian’s standard service rates.
Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

July 10, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] complaint. Guardian values its customers and welcomes...

any opportunity to address a question or concern. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted]. During that conversation, Guardian’s representative explained that upon completion of the initial term the account renews on a month to month basis to avoid a lapse in services provided, which is why a 30-day notice to cancel is required. Notwithstanding, Guardian will accommodate Mr. [redacted] request to cancel the account effective immediately. Guardian will also provide Mr. [redacted] with a refund of the payment deducted on July 5, 2017. Mr. [redacted] expressed his satisfaction with this resolution.On behalf of Guardian, I would like to wish Mr. [redacted] the best and thank him for allowing Guardian to serve his security needs. Should he desire security services in the future, I hope he will consider Guardian.Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ([redacted]. Sincerely,John T[redacted], Manager Customer Care 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]

August 5, 2015
RE: [redacted] – Complaint ID [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] additional comments. Guardian regrets that Mr. [redacted] remains dissatisfied with the efforts made to resolve his complaint. Notwithstanding, Guardian’s position respectfully remains the same.
In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Mr. [redacted] has indicated that Guardian may retrieve the security monitoring equipment from his home however it is important to understand that Guardian is unable to install previously used equipment in another customer’s home, much like Mr. [redacted] would not want previously used equipment installed in his home.
Alternatively, Guardian has offered:
1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].
2) Guardian will install commercial grade sensors on the steel door(s).
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.
6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.
Guardian believes it has made every reasonable effort to resolve Mr. [redacted] concerns in a manner that is fair to all parties. The above offers shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Should you have further questions or concerns, I may be reached at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

February 21, 2017   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. [redacted]’s concerns.       For background, Ms. [redacted]’s account came to Guardian by way of...

an authorized dealer of Guardian known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Ms. [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 Ms. [redacted]’s services and subsequent billings.   [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.   Ms. [redacted] has requested the cancellation of her Agreement with [redacted]. Because Ms. [redacted]’s contract is with [redacted], not Guardian, please direct all future communications regarding this matter to [redacted] directly. [redacted] may be reached at: [redacted] S[redacted]  [redacted]  [redacted]
  Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####.                                           ...⇄ Sincerely,                                         ...⇄ April M[redacted], Director                                         ...⇄ Dealer Operations

April 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Mrs. [redacted]:
Thank you for forwarding Mrs. [redacted]s additional comments to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian immediately forwarded a copy of the Agreement to Mr. and Mrs. [redacted] via email.
Guardian spoke with Mr. [redacted] on April 11, 2016 at which time Mr. [redacted] confirmed receipt of the Agreement. Mr. [redacted] further informed Guardian that he would be remitting the early termination fee as designated in the terms of the contract.
Thank you for assisting Guardian in addressing Mr. and Mrs. [redacted]s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management 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.  It isn't satisfactory, but I am tired of fighting them.  They are truly a bad business, as I have seen by all of the reviews on line.  I had to pay someone else to get my landline functioning properly.  Even they could not figure out how it was installed that resulted in my landline being non-functional.  So, it had to be redone.  There was no way I was going to give Guardian any more money.I realize I received no resolution from them, but their actions will be repeated by me to everyone I know.  I will continue to write reviews when I find one I haven't already written on and comment on how unscrupulous they are.I appreciate the Revdex.com's help in this matter.  Unfortunately, you just can't make some companies do what they should do.Regards, [redacted]

September 11, 2017Revdex.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 Ms. [redacted]’ complaint. Guardian extends sincerest...

condolences to Ms. [redacted] and her family for their recent loss.While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of Security Force to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s transaction, system installation and system activation process took place directly between Security Force and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. Our records indicate that Ms. [redacted] and Ms. [redacted] engaged Security Force’s services on February 27, 2017 as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is designated as thirty-six (36) months. Ms. [redacted] and Ms. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 36 months from the above date.” Ms. [redacted] and Ms. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Ms. [redacted]’s system was installed and activated by Security Force on February 27, 2017. On June 2, 2017 with thirty-four (34) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative offered to suspend billing and monitoring services for three (3) months to allow Ms. [redacted] time to settle into a new home and then relocate services to that new home. Ms. [redacted] accepted and Guardian agreed to suspend services until October 1, 2017. On August 29, 2017, Ms. [redacted] informed Guardian that she had moved into a new residence. Guardian’s representative discussed with Ms. [redacted] the security needs for the new home and provided relocation options accordingly. The following day, Ms. [redacted] and Ms. [redacted] contacted Guardian and disputed the need to execute a new Agreement in order to relocate services. Ms. [redacted] and Ms. [redacted] further requested to cancel the account, stating that Ms. [redacted]’s husband passed away shortly after Ms. [redacted] executed the Agreement with Security Force. Guardian’s representative explained that the terms of the Agreement with Security Force indicate the account can be cancelled prior to the end of the initial term upon payment of an early termination fee of $749. Ms. [redacted] and Ms. [redacted] requested a reduction to the early termination fee. On August 31, 2017, Guardian contacted Ms. [redacted] and explained that Security Force’s early termination fee could not be reduced as the parties had only remitted three (3) payments towards the thirty-six (36) month term. Ms. [redacted] remitted the early termination fee of $749 however stated that she remained dissatisfied with the amount. Guardian received the subject complaint shortly thereafter. Respectfully, Guardian must abide by the terms of the Agreement provided by Security Force. In this instance, Section 3 of Ms. [redacted]’s Agreement 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 shall be immediately due and payable to the company.” Based on the above information, Guardian is unable to accommodate Ms. [redacted]’s request to refund the early termination fee remitted to Security Force. Should you or Ms. [redacted] wish to contact Security Force directly, they may be reached at: Security Force, Inc., [redacted].I am hopeful the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

January 7, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. Cook:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to respond and clarify this matter for all parties.
While Ms. [redacted]’s complaint was...

directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [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.
As background, Guardian’s records indicate that Ms. [redacted] initially engaged [redacted]’s services on March 27, 2013, 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. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. A copy of the Agreement is attached hereto for your review. Guardian’s records indicate Ms. [redacted]’s system was installed and activated by [redacted] on March 29, 2013.
Our records indicate that Guardian had no contact with Ms. [redacted] until two (2) years after installation of her security system. On March 24, 2015, Ms. [redacted] contacted Guardian and stated that her system was not working properly. Ms. [redacted] requested the cancellation of her account as a result. Guardian’s representative informed Ms. [redacted] that all monthly test signals were being received by Guardian which would indicate her system was properly communicating all signals. Guardian’s representative offered to schedule a technician to evaluate the system for any issues however Ms. [redacted] declined and reiterated her request to cancel. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement with [redacted] and was ineligible to cancel her account without payment of an early termination fee.
On March 26, 2015, Ms. [redacted] requested the cancellation of her account due to false alarms. Guardian again offered to schedule a technician at no charge to inspect and repair her system, however Ms. [redacted] declined. Guardian’s representative reviewed Ms. [redacted]’s account and explained that Guardian has no record of receiving false alarm signals from her system. Guardian’s representative also explained that Ms. [redacted] remained within the initial term of her Agreement with [redacted] and was ineligible to simply cancel without further payment. Ms. [redacted] disputed the five (5) year term of her Agreement, further asserting that her copy of the Agreement designated a two (2) year term. Guardian’s representative explained that the Agreement on file with Guardian reflects a five (5) year term and requested that Ms. [redacted] forward a copy of her two (2) year Agreement for Guardian to review. Ms. [redacted] stated she did not possess a copy of the Agreement.
Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.
Ms. [redacted]’s letter expresses concern that her system is not working properly. Please note, Guardian’s records reflect that all monthly test signals from Ms. [redacted]’s system are being received at the designated time which would indicate Ms. [redacted]’s system is properly transmitting signals. Ms. [redacted] has also expressed concern regarding false alarm events from her system however Guardian has no record of receiving false alarm signals from Ms. [redacted]’s residence. Guardian has on several occasions offered to send a technician to Ms. [redacted]’s residence at no charge to her. Regretfully, Ms. [redacted] has declined all offers of assistance. Guardian’s offer to send a technician at no charge to inspect and make any necessary repairs to Ms. [redacted]’s system remains available to her should she so desire.
Respectfully, Guardian is unable to cancel Ms. [redacted]’s Agreement with [redacted] without further payment as she has requested. Guardian’s records indicate Ms. [redacted] knowingly and willfully executed a five (5) year Agreement with [redacted]. Should Ms. [redacted] locate a copy of her Agreement bearing a two (2) year term, Guardian would be happy to forward that document to [redacted] for review.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

January 12, 2018Revdex.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 Ms. [redacted]’ complaint. Guardian values the opportunity to...

provide response. Ms. [redacted] has disputed the $2 fee associated with receipt of monthly billing statements via mail. Upon receipt of your letter, Guardian reviewed Ms. [redacted]’ account and confirmed that monthly statements are electronically transmitted to Ms. [redacted]’ banking institution. Guardian further concluded that the $2 statement fee was being assessed to Ms. [redacted]’ account in error. Guardian sincerely apologizes to Ms. [redacted] for the oversight. A credit in the amount of $14 was applied to Ms. [redacted]’ account on January 11, 2018 to waive the $2 statement fees which have accrued over the past seven (7) months. Guardian has also ensured that the $2 fee will no longer be assessed to Ms. [redacted]’ account. A copy of Ms. [redacted]’ AR History is attached to verify the account credit. Thank you for allowing Guardian the opportunity to respond. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team