YMCA of Central Ohio

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

February 12, 2016
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]s complaint. Guardian is a...

customer-focused organization and values the opportunity to assist in addressing his concerns and clarifying this matter for all parties.
For background, Mr. [redacted]s account came to Guardian by way of an Authorized Dealer known as [redacted] Alarm. As such, all aspects of Mr. [redacted]s sales transaction and system installation took place directly between [redacted] Alarm and Mr. [redacted] Alarm 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] Alarm.
Mr. [redacted]s letter indicates his system was not working properly and further asserts that Guardian refused to make repairs. Guardian has reviewed its records and found the following information related to requests for onsite service:
• December 28, 2012 – Onsite service was conducted at which time the technician tested the radio strength, reprogrammed timer tests and fully tested the system.
• February 13, 2013 – A Guardian representative offered to schedule onsite service to assist with an issue with the Zone 8 sensor. Mr. [redacted] declined to schedule service.
• August 17, 2013 – Onsite service was conducted at which time the technician replaced the panel battery, reset the system, reset the clock and cleared all alerts.
• September 14, 2013 – A Guardian representative offered to schedule onsite service related to a radio failure signal received. Mr. [redacted] declined to schedule service.
• September 24, 2013 – A Guardian representative offered to schedule onsite service related to a radio failure signal received. Mr. [redacted] declined to schedule service.
• November 2013 – April 2014 – Guardian made multiple attempts to contact Mr. [redacted] to offer assistance. After speaking with a designated contact, Guardian learned that Mr. and Mrs. [redacted] were out of the country for several months.
• April 22, 2014 – A Guardian representative offered to schedule onsite service. Guardian further offered to waive the trip fee and replace the panel battery at no charge. Mr. [redacted] initially agreed to schedule onsite service. Guardian made several attempts to schedule the appointment however Mr. [redacted] subsequently declined to schedule stating he had engaged an alternate security provider.
Based on the above information, Guardian believes that every reasonable effort was made to schedule onsite service in a genuine attempt to assist Mr. [redacted]. Guardian has no record of Mr. [redacted] making any requests for onsite service which were declined by Guardian. Please note that Guardian would have no record of any requests made by Mr. [redacted] directly to [redacted] Alarm for onsite service.
On May 21, 2104, Mr. [redacted] contacted Guardian to determine the maturity date of his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated October 15, 2012. Guardian’s representative explained the initial term to be thirty-six (36) months with a maturation date of October 20, 2015. Mr. [redacted] acknowledged his understanding.
Two days later on May 23, 2014, Mr. [redacted] contacted Guardian to advise he had engaged an alternate security provider because his system was not working properly. Guardian’s representative explained that onsite service was needed to replace a panel battery. Mr. [redacted] reiterated his request to cancel and Guardian’s representative quoted the early termination fee required as Mr. [redacted] remained within the initial term of his Agreement.
Guardian spoke with Mr. [redacted] regarding the status of his account on November 15, 2014 at which time Mr. [redacted] stated that his account had been cancelled. Guardian’s representative explained that the account remained active and reviewed previous conversations whereby it was explained that he remained within the initial term of his Agreement and an early termination fee was required. Mr. [redacted] disputed that his system was not functioning properly and further stated that Guardian refused to send a technician. Guardian’s representative reviewed the multiple offers made to schedule onsite service and the subsequent efforts made to reach Mr. [redacted] to offer assistance. Guardian’s representative informed Mr. [redacted] that eleven (11) months remain in the initial term of his Agreement and quoted the early termination fee to be $493.66.
Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.
Mr. [redacted]s letter states he engaged an alternate security provider due to Guardian’s failure to make repairs to his system. Respectfully, Guardian’s records above clearly indicate that Mr. [redacted] declined all offers to schedule onsite service. Regretfully, Guardian was not provided the opportunity to make repairs to the system prior to Mr. [redacted] engaging an alternate security provider. Because Mr. [redacted] declined to return any of the subsequent messages left for him by Guardian, his account remained active and Guardian continued to invoice Mr. [redacted] for monthly monitoring fees.
Upon receipt of your letter, Guardian reached out to Mr. [redacted] directly. During that conversation, Guardian’s representative provided the above explanation to Mr. [redacted]. Guardian’s representative also offered to process the cancellation of the account effective February 20, 2016 as well as to waive the balance due. Mr. [redacted] expressed his discontent, but did accept Guardian’s offer.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. [redacted]s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

June 9, 2016
Revdex.com of Western Pennsylvania
Attn[redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint....

Guardian values the opportunity to provide response in hopes of clarifying this matter for all parties.
Guardian’s records indicate Mrs[redacted]’s account was cancelled on January 13, 2015. Accordingly, Guardian discontinued monitoring of any security devices in Mrs[redacted]’s home effective that date, however Mrs[redacted] remained able to use her system locally without monitored response.
On May 31, 2016, Mrs[redacted] requested onsite service to repair a motion sensor. Because Mrs[redacted] is no longer a Guardian customer, Guardian’s standard service rates applied. Guardian informed Mrs[redacted] of the rates and took payment of an $85 non-refundable deposit towards the cost of the onsite service appointment. Said appointment was scheduled for June 8, 2016.
On June 5, 2016, Mrs[redacted] contacted Guardian and cancelled the onsite service appointment. Mrs[redacted] inquired about the $85 deposit remitted on May 31, 2016 and Guardian’s representative explained that the requirement for the non-refundable deposit is standard procedure. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs[redacted] directly. During that conversation, Guardian’s representative explained that as a one-time courtesy, Guardian will refund the $85 deposit as the onsite service appointment was not conducted. Mrs[redacted] expressed her satisfaction with this resolution. An electronic refund was processed to Mrs[redacted] on June 9, 2016.
Thank you for the opportunity to address Mrs[redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

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

April 7, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Mrs. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mrs. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution.
For background, Mrs. [redacted]’s account came...

to Guardian by way of an Authorized Dealer known as [redacted]). As such, all aspects of Mrs. [redacted]’s sales transaction and system installation took place directly between [redacted] and Mrs. [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 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 Mrs. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”) with [redacted] on June 23, 2014. The initial term is designated as sixty (60) months.
On March 29, 2016 with thirty-nine (39) months remaining in the initial term of her Agreement, Mrs. [redacted] informed Guardian that she had sold the monitored premises. Guardian’s representative explained that the initial term of Mrs. [redacted]’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was required. In an effort to assist Mrs. [redacted] in fulfilling her obligations under the Agreement, Guardian explained that services could be relocated to her new home for a fee of $195 with no contract extension, or at no charge in exchange for execution of a new sixty (60) month Agreement. Mrs. [redacted] indicated she wished to consider the options and would call back at a later time.
Later that day on March 29, 2016, Mr. [redacted] contacted Guardian and stated he had removed all security equipment and wished to cancel the account. Mr. [redacted] also disputed the initial term of the Agreement. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in the complaint. During that conversation, Mr. [redacted] requested that the automatic payment option be disabled on the account. Mr. [redacted] further requested a copy of the Agreement be forwarded to him for review. Guardian’s representative immediately cancelled automatic payment and provided a copy of the Agreement via email as requested by Mr. [redacted]. In an effort to assist Mr. [redacted], Guardian’s representative offered to cancel the account upon payment of an early termination fee of $750. Guardian’s representative explained to Mr. [redacted] that Guardian was unable to reduce the early termination fee any further due to the costs associated with the account. Mr. [redacted] declined to remit an early termination fee and expressed he would seek legal action.
Respectfully, Guardian is unable to accommodate Mrs. [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 Guardian the opportunity to recoup its investment made in the monitored premises. While Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial loss. Guardian has not been provided the opportunity to recover the investment made in Mrs. [redacted]’s former residence and therefore cannot cancel the account.
Section 5 of Mrs. [redacted]’s Agreement states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.” Guardian has made every reasonable effort to assist Mrs. [redacted] in fulfilling her obligation under the Agreement by offering to relocate her system or by accepting the early termination fee as designated by Section 9 of Mrs. [redacted]’s Agreement. Guardian believes these offers to be fair and reasonable and remains hopeful that Mrs. [redacted] will concur. These offers shall remain available to Mrs. [redacted] until close of business on May 5, 2016 after which they will be rescinded. Alternatively, Mrs. [redacted] may continue to remit timely monthly payments until such time that she 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 Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted] Director
Account Management Department

April 28, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’s complaint. Guardian extends its sincerest apology to Ms. [redacted] for the issues she experienced with her security monitoring equipment immediately following install. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any inconvenience her experience caused.   Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment which took place on April 21, 2017.  During the service appointment, Guardian’s technician adjusted the garage contact, remounted the kitchen and hall magnets, and confirmed receipt of all signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian spoke with Ms. [redacted] who expressed her satisfaction with onsite service.  As an additional gesture of apology, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to one (1) month of monitoring services.  Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.      Thank you for allowing Guardian the opportunity to resolve this matter. Should you have any questions, please contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[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

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

December 11, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Ms. [redacted]’s letter states that...

she recently moved into a new home which contained a pre-existing Guardian security system. Ms. [redacted] expressed discontent related to beeping from the system and further disputed that Guardian declined to assist her with the power down process to silence the audible alerts. Our records reveal that Ms. [redacted] contacted Guardian for assistance on December 9, 2017. During that conversation, Guardian’s representative explained that without the verbal passcode for the account, Guardian was unable to provide specific instructions on the power down process. Guardian’s representative apologized to Ms. [redacted] for any inconvenience, however Ms. [redacted] remained dissatisfied.Shortly thereafter, Ms. [redacted] contacted Guardian and was able to provide the verbal password for the account. Upon verification of the passcode, Guardian’s representative assisted Ms. [redacted] with the power down process and successfully silenced all beeping from the system. At the end of the telephone interaction, Ms. [redacted] confirmed her satisfaction with the resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience related to her access to the account information. It is important to understand that Guardian’s policy of requiring disclosure of the password is intended for the specific purpose of protecting the integrity and safety of a customer’s personal account information. Without such safeguards, any individual may contact Guardian and maliciously impersonate a customer to make changes to an account which could prove life-threatening to the customer. The safety of Guardian’s customers is our #1 priority and our representative was adhering to this policy simply to protect the integrity of the account.Thank you for the opportunity to address this complaint. Should you have any questions, please contact Guardian directly at [redacted].Sincerely,Agency Complaint Response Team

April 16, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the...

opportunity to provide response and clarify this matter for all parties. Mr. [redacted]’ letter disputes the automatic renewal of his contract. Please note, all of the terms and conditions associated with the Builder Division Sales and Monitoring Agreement (“Agreement”) executed by Mr. [redacted] on April 22, 2014 are detailed in the Agreement, including but not limited to the automatic renewal. This language is included so that Guardian may continue to provide services after the end of the initial term. If the Agreement were to automatically terminate, services would also automatically terminate which would create significant issues for the vast majority of customers who wish for monitoring services to continue. The Agreement language also provides an option for cancellation at the end of the initial term by providing a written and signed request to cancel within 30 days of the expiration of the Agreement. On April 10, 2018, Mr. [redacted] requested the cancellation of his account in order to engage another security provider. Guardian’s representative explained that the terms of Mr. [redacted]’ Agreement state an early termination fee is required. Mr. [redacted] remitted the early termination fee of $293.71 on April 10, 2018. Accordingly, Mr. [redacted]’ account was cancelled effective April 12, 2018. Guardian received the subject complaint shortly thereafter. Respectfully, Guardian is unable to accommodate Mr. [redacted]’ request to reimburse the early termination fee. The Agreement clearly defines the automatic renewal terms in Section B which states, “the monitoring services will automatically renew for successive three year terms unless either party gives to the other at least 30 days written notice…” Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

March 31, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to address and resolve Mr. [redacted]’ concerns.
Mr. [redacted]’ letters cites...

dissatisfaction with the balance due on the account after moving from the monitored premises. Upon receipt of your letter, Guardian contacted Mr. [redacted] and explained that the final balance has been waived and no further payment is due. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.
Thank you for the opportunity to respond to the above complaint. Should you have any questions, please contact me directly at (800) 533-4827, ext. 13614.
Sincerely,
Kathleen V[redacted], Director
Account Management Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It would seem that Guardian is being less than truthful about the interaction for said security system.  It was not all on Skyline.  Guardian approached the house, Guardian sold the security system, and Skyline arrived at the same time to do the installation!  A copy of current invoice attached.  Please note how Guardian and Skyline share the same letterhead.  Surely, they work in conjunction with each other.While I appreciate their willingness to cancel service. I have to wonder why it wasn’t cancelled per the letter sent 9/18/17 (tracking no [redacted]).I also wonder about the invoices sent to me (charges to date: $101.13).  What about them?  No security service was ever provided as the system installation was never complete.  Why should I have to pay when I sent a letter on 9/18/17 asking for cancellation?In addition to cancellation of service, I request all billings cease and all previous invoices be cancelled with no impact to me or my credit rating.     
Regards,
[redacted]

May 4, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’ complaint.  Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.  Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone conversations are recorded.)   For background, Ms. [redacted] contacted Guardian on July 25, 2016 after moving into a new home with an existing Guardian system. Ms. [redacted] expressed interest in activating services. After reviewing Ms. [redacted]’ security needs, Guardian’s representative offered to provide and install a new security panel, a new keypad and to activate all existing equipment at no charge in exchange for a new sixty (60) month agreement. Guardian would provide all 24-hour monitoring services, cellular communication and interactive services at a monthly rate of $34.94/month with the first six (6) months to be provided at a 50% discount.  Ms. [redacted] verbally acknowledged her understanding of the terms as follows:  GUARDIAN:    I can do that for the $34.95 a month and still do the 6 months at 50% off if that still sounds good for you guys.  MS. [redacted]:   With the app? GUARDIAN:    Yeah, girl! MS. [redacted]:   Ok. Alright. As long as you got me. Pursuant to the above conversation, Ms. [redacted] executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring Agreement (“Agreement”) on July 25, 2016. Ms. [redacted] acknowledged the monthly rate by placing her initials in Section D next to a clear and separate statement, “Your Monthly fee is $34.95.” Ms. [redacted]’ letter has disputed the monthly rate assessed to her account, further asserting that the amounts differ each month. Our records indicate Ms. [redacted]’ first invoice of $24.79 was prorated however still contained a 50% discount as promised.  Ms. [redacted]’ next four (4) invoices for $17.47 reflected a 50% discount as promised.  In January 2017, Guardian erroneously invoiced Ms. [redacted] for the full monthly rate of $34.95 without applying the final 50% discount promised at the time of sale. As such, a credit of $17.47 was applied to Ms. [redacted]’ account on January 23, 2017.  Ms. [redacted] has now received all six (6) discounted invoices as promised at the time of sale. Accordingly, Guardian has begun to remit invoices for the full monthly rate of $34.95 pursuant to the terms of the Agreement. Ms. [redacted] has stated in her letter that she did not agree to the monthly rate of $34.95. Respectfully, Guardian’s records clearly indicate that Ms. [redacted] verbally acknowledged her understanding of the monthly rate during a recorded telephone call on July 25, 2016. Ms. [redacted] also acknowledged the monthly rate in writing in the Monitoring Agreement she executed on July 25, 2016. Guardian has reached out to Ms. [redacted] to provide the above explanation. Ms. [redacted] disputed the information provided to her and requested the cancellation of the account.  Respectfully, Guardian is unable to cancel the account without further payment. Guardian incurred significant expense by providing and installing security monitoring equipment in Ms. [redacted]’ home at no up-front cost to her with the expectation to recover those expenses during the sixty (60) month initial term. Should Ms. [redacted] wish to move forward with cancellation, the terms of her Agreement state she may do so upon payment of an early termination fee. That amount is designated to be $750. Upon receipt of payment of $750, Guardian will cancel Ms. [redacted]’ account and she will be released from all remaining obligation.  Alternatively, Ms. [redacted] may continue to remit timely monthly payments and utilize all 24-hour monitoring services until such time that she is eligible to cancel. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to respond. Should you have any questions, please contact me directly at [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

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.
The response is creative, but misses the point.  The point is that my contract states that if I get someone to sign a contract I am released.  The contract was clearly signed and executed, which was attached to previous email.  I cannot help it if the signer of this new contract decided not to fulfill this new contract.  Again, contract signed was attached to previous email.  It's plain and simple.
Regards,
[redacted]

February 4, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.
For...

background, Ms. [redacted]’s initial transaction with Guardian occurred on September 16, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically designated the thirty-six (36) month initial term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
On July 7, 2015 with fourteen (14) months remaining in her initial term, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and offered to transfer monitoring services to her new home. Guardian’s representative also explained that should the new homeowner elect to activate monitoring services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied.
On August 31, 2015, Guardian spoke with Ms. [redacted] regarding the status of her relocation. Guardian’s representative offered to transfer monitoring services to Ms. [redacted]’s new home in exchange for execution of a new thirty-six (36) month Agreement. Ms. [redacted] expressed discontent with the requirement for a new thirty-six (36) month term. Guardian’s representative also explained that Ms. [redacted] could cancel the account upon payment of an early termination fee.
On September 8, 2015, Ms. [redacted] informed Guardian that she did not wish to relocate services and that she would remit monthly monitoring fees until she was eligible to cancel the account. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.
Ms. [redacted]’s letter cites discontent regarding ongoing billing after moving from the monitored premises. Please note, Section 11 of Ms. [redacted]’s Agreement clearly states, “YOUR OBLIGATIONS UNDER THIS AGREEMENT CONTINUE EVEN IF YOU SELL OR LEAVE THE PREMISES.” Guardian apologizes to Ms. [redacted] for any confusion.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Ms. [redacted] reiterated that she did not wish to transfer monitoring services to her new home. Guardian’s representative explained that thirteen (13) months remain in the initial term of her Agreement and explained the early termination fee to be $549.31. However, in a genuine effort to assist Ms. [redacted], Guardian’s representative offered to accept a 50% reduction of the early termination fee in the amount of $275.00. Ms. [redacted] accepted Guardian’s offer. As such, upon receipt of Ms. [redacted]’s payment of $275.00, the account will be cancelled and she will receive no further billing statements from Guardian.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department

April 10, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values Ms. [redacted] as our customer and appreciates the opportunity to facilitate resolution of her concerns.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to review the issues set forth in her complaint. During that conversation, Guardian’s representative apologized for Ms. [redacted]’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trust. To that end, Guardian’s representative offered to restart Ms. [redacted]’s Agreement term with the first 10 months of service to be provided at no charge.  Guardian has scheduled an onsite service appointment for April 18, 2017 at no cost to Ms. [redacted] to replace her security panel and to fully test her system.  Guardian has also forwarded a new Agreement to Ms. [redacted] reflecting a thirty-six (36) month initial term at $44.95/month with a credit of $449.50 to be applied for the first ten (10) months of service. Ms. [redacted] has expressed her satisfaction with this resolution.   Again, Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Guardian is committed to delivering the highest standards of customer service and is grateful to retain Ms. [redacted] as a valued customer.   Thank you for informing Guardian of Ms. [redacted]’s letter.  Should you have any questions, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

August 12, 2015
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Ms. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern....


Guardian extends its apology to Ms. [redacted] for the delay in installing her security system and for any inconvenience the delay may have caused. Ms. [redacted] recent experiences are not reflective of Guardian’s high quality standards and expectations. Subsequent to receipt of your letter, onsite service was conducted at Ms. [redacted] residence on August 7, 2015 at which time the relocation of the system was completed.
Guardian has applied a credit to Ms. [redacted] account equal to one (1) month of monitoring services. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management Department

April 21, 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 complaint. Guardian values the opportunity to provide response and assist Mr. [redacted] in resolving his concerns.  Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] to discuss the issues described in his letter. During that conversation, Guardian offered to apply credits to Mr. [redacted]’s account totaling $214.75. Mr. [redacted] agreed to remit the remaining balance due of $196.25 which Guardian received on April 17, 2017. On April 19, 2017, Guardian conducted onsite service at Mr. [redacted]’s home at no charge to him at which time Guardian’s technician reprogrammed the master light switch and accessory dimmers, and fully tested the devices before leaving the premises. Thank you for the opportunity to address Ms. [redacted]’s complaint.  Should you have any questions, please feel free to contact me directly at ([redacted].                                          ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                          Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,[redacted]

March 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to address his concerns.
Our...

records indicate Mr. [redacted] contacted Guardian on November 7, 2015 and requested a lower monthly monitoring rate. Guardian offered a reduced rate of $20.02/month in exchange for execution of a new 60-month agreement. Guardian also offered to provide one (1) month of free monitoring and a new panel battery at no charge. Mr. [redacted] accepted Guardian’s proposal. As such, a new Agreement was forwarded electronically to Mr. [redacted] for signature. Mr. [redacted] signed the Agreement and returned it to Guardian on December 8, 2015.
While being reviewed by Guardian’s auditing department, it was discovered that an error was made in the language of Mr. [redacted]’s new Agreement. More specifically, the Agreement stated, “The Monthly Services Fee under the terms of the Agreement will be $20.02 beginning as of the date hereof. The initial term will be extended for 60 months. Notwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive 60-month/5-year renewal terms, unless We receive a written notice of cancellation from You.”
Upon discovery of the error, Guardian prepared and sent a new Agreement to Mr. [redacted] for signature. The new Agreement language was amended to state, “The Monthly Services Fee under the terms of the Agreement will be $20.02 beginning as of the date hereof. The current term of the Agreement will begin as of the date hereof and continue for 60 months hereafter. Notwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive MONTH to MONTH renewal terms, unless We receive a written notice of cancellation.”
To clarify, the Agreement was amended to reflect a new 60-month term in lieu of adding 60 months to the existing term. The Agreement was also amended to reflect a month to month renewal term in lieu of a 60-month renewal term.
A Guardian representative did make a number of attempts to contact Mr. [redacted] to explain the language amendments. Unfortunately, Guardian was unable to reach Mr. [redacted] to provide the above explanation until after receipt of the subject complaint. Guardian did speak with Mr. [redacted] on March 17, 2016 and agreed to mail copies of the Agreements to him as he has requested. Guardian’s representative further explained to Mr. [redacted] the amendments made to the language of the Agreement and apologized for the error. Guardian’s representative also explained that a billing error had occurred and that a refund has been authorized back to Mr. [redacted]’s credit card. Mr. [redacted] inquired how to cancel his account at the present time and Guardian indicated that an early termination fee would be required. Guardian’s representative ended the conversation by expressing Guardian’s desire to rebuild Mr. [redacted]’s trust in the services we provide.
Again, Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience. As a gesture of apology, Guardian has applied a credit to Mr. [redacted]’s account equal to three (3) months of monitoring fees. Guardian is committed to delivering the highest standards of customer service and hopes that Mr. [redacted] will provide us the opportunity to regain his faith and trust in our services.
Thank you for providing 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