YMCA of Central Ohio

August 9, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with the above-referenced complaint. Guardian...

appreciates the opportunity to provide response and clarify this matter for all parties. For background, please note that Ms. [redacted]’s security system was sold and installed by Skyline Security Management, Inc. (“Skyline”) whereby all aspects of her transaction took place directly with Skyline; Guardian was not present during the sales transaction or system installation. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Skyline 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 Skyline. Guardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s business. Guardian’s records indicate that Ms. [redacted] initially engaged monitoring services on September 21, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. A Notice of Cancellation form was provided by Skyline at the time of sale which served to document that Ms. [redacted] received three (3) full business days to review and cancel her transaction with no further obligation. The document provides cancellation instructions which indicate that the document must be signed, dated and returned before midnight on September 24, 2015 in order to cancel the transaction. Ms. [redacted] asserts that she contacted Skyline “a week and a half after getting the system” to request the cancellation of her account. Guardian conducted a thorough review of Ms. [redacted]’s account and, respectfully, could find no record of Skyline or Guardian receiving the executed Notice of Cancellation form from Ms. [redacted]. Guardian first became aware of Ms. [redacted]’s desire to cancel her 24-hour monitoring services on July 19, 2017, nearly two (2) years after installation of her system. Guardian’s representative explained to Ms. [redacted] that she remained within the 60-month initial term of her Agreement and that an early termination fee was required to cancel the account at the present time. Ms. [redacted] indicated she was experiencing financial difficulty and in a genuine effort to assist, Guardian’s representative offered to apply credits to Ms. [redacted]’s account. Ms. [redacted] accepted the credits. Ms. [redacted] contacted Guardian again on July 31, 2017 and reiterated her request to cancel the account. Guardian’s representative politely explained that Ms. [redacted] had thirty-eight (38) months remaining in the initial term of her Agreement. Ms. [redacted] stated that she could not afford the monthly fee or the early termination fee to cancel. Guardian received the subject complaint shortly thereafter.Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian’s representative reviewed that neither Guardian or Skyline had a record of receiving any cancellation request from Ms. [redacted] until July 2017. Ms. [redacted] reiterated that she could not afford the monthly payments and Guardian’s representative presented several offers in the hopes of providing a long term sustainable financial solution:1) To provide and install two (2) smoke detectors and five (5) additional sensors at no charge and at a reduced rate of $35/month in exchange for execution of a new 60-month Agreement; or 2) To reduce the rate to $31/month in exchange for execution of a new 60-month Agreement; or3) To remove the Voicelink intercom service and reduce the rate to $29.99/month in exchange for execution of a new 60-month Agreement. On August 6, 2017, Guardian reached out to Ms. [redacted] inquire if she had made a decision related to the offers previously presented. Ms. [redacted] stated that she would not accept the offers set forth above and maintained that her son verbally contacted Skyline to cancel within three (3) days of installation, however Skyline did not return those calls. Ms. [redacted] further expressed that the only solution she would accept is to be released from the Agreement at no cost to her. Guardian’s representative politely reviewed that Guardian has no record of an attempt to cancel until July 2017, almost 2 years after installation of the system. Guardian’s representative also explained that Ms. [redacted]’s Notice of Cancellation requires that a cancellation request be provided in writing for this reason. Guardian has at all times honored its obligation under the Agreement by providing the 24-hour monitoring services to which Ms. [redacted] acknowledged in writing in the terms of the Agreement. These services were provided by Guardian for nearly two (2) years without contact from Ms. [redacted] at any time to indicate dissatisfaction related to the services, billings, or Agreement until July 2017. In a good faith effort to assist Ms. [redacted], Guardian has applied credits to her account and presented several offers to reduce her monthly rate. Regretfully, Ms. [redacted] has declined all solutions presented by Guardian to date. After careful review of Ms. [redacted]’s account, Guardian respectfully declines to cancel Ms. [redacted]’s Agreement without further payment. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, she may do so upon payment of the early termination fee as defined in the terms of her Agreement. Alternatively, the offers presented above to reduce her monthly rate shall remain available to Ms. [redacted] should she so desire. Guardian believes the offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’ concerns. Should you or Ms. [redacted] have any questions, please feel free to contact Guardian at [redacted].Sincerely,Agency Complaint Response Team

March 24, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian extends its apology to Mr. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may...

have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues he has experienced.
Upon receipt of your letter, Guardian contacted Mr. [redacted] and scheduled an onsite service appointment to take place on March 23, 2016. During the service appointment, Mr. [redacted] expressed discontent with sensors which were to be installed in his home and requested that Guardian order smaller sensors. Guardian has placed the order as requested and will return to Mr. [redacted]’s residence as soon as possible to install the sensors as promised. Please be assured that Guardian will continue working closely with Mr. [redacted] to ensure his concerns are resolved to his complete satisfaction.
Additionally, Guardian has applied a good faith credit to Mr. [redacted]’s account equal to one (1) month of monitoring services, as well as a credit of $60 for the false alarm fine Mr. [redacted] recently received. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

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

November 11, 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 address Mr. [redacted]s concerns.
Mr. [redacted]s...

letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premises. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account including a review of all recent telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)
Our records indicate Mr. [redacted] contacted Guardian on September 29, 2015 and requested onsite service to relocate several security devices due to renovations at the monitored premises. Guardian’s representative informed Mr. [redacted] that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of normal wear and tear. Mr. [redacted] acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, 2015. Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr. [redacted] for $137.50.
On October 26, 2015, Mr. [redacted] disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointment. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be needed. Guardian’s representative further explained that the telephone conversation with Mr. [redacted] on September 29, 2015 had been reviewed and Guardian did find that Mr. [redacted] was informed that the onsite service appointment was subject to standard billing rates. Notwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%. Mr. [redacted] accepted and expressed his satisfaction with this resolution.
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 Service Department

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

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 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

March 17, 2017         Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt Mr. [redacted]’s additional comments regarding the above-referenced complaint. Guardian offers the following information in response.  Prior to receipt of your most recent letter, Guardian spoke with Mr. [redacted] and agreed to place a credit to his account in the amount of $1,235.00. This gesture was presented by Guardian in a good faith effort to satisfy Mr. [redacted]. This credit was applied to Mr. [redacted]’s account on March 14, 2017.  Please note, the balance now due on Mr. [redacted]’s account is $228.60. Mr. [redacted] will be responsible to remit this amount; no further credits will be offered or applied.   Should you have any questions, please feel free to contact me at ###-###-####, extension [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager                                    �...⇄ Customer Service Department

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

RE:      [redacted], Case #[redacted] Dear Ms. Cook:   Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ additional comments related to the above matter.  Respectfully, Guardian is perplexed by Mr. [redacted]’ statements. Mr. [redacted]’ letter asserts that he was, “guaranteed a new supervisor would review my entire account and contact me to try to come to a resolution in which has yet to occur.” Please note that subsequent to receipt of Mr. [redacted] complaint, Mr. [redacted] has engaged in several telephone conversations with Del, a Guardian Supervisor, related to his concerns. During each conversation, Del has identified himself as a Supervisor. Del has also reviewed each and every concern set forth in Mr. [redacted]’ letters, further inquiring if Mr. [redacted] had any concerns remaining which needed to be addressed and resolved. During each conversation, Mr. [redacted] has expressed that his concerns have all been addressed and that he required no further assistance. Unfortunately, the additional information provided by Mr. [redacted] to the Revdex.com would seem to contradict the information he has provided to Guardian. Upon receipt of Mr. [redacted]’ most recent letter, Del again reached out and spoke with Mr. [redacted] regarding the contents of his complaint. During that conversation, Mr. [redacted] stated that he was under the assumption the balance of his account would be waived upon resolution of his [redacted] issues. Guardian has reviewed Mr. [redacted]’ account including all previous telephone conversations and while Guardian has no record of any such promises being made, Del agreed to apply a credit to Mr. [redacted]’ account in the amount of $195.95 in order to bring this matter to a final resolution. The credit was applied on April 7, 2017. Mr. [redacted]’ acknowledged his understanding that no further credits will be offered or applied moving forward. I am hopeful the above information is sufficient to close this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Care Department

March 10, 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, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in January 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on January 16, 2015, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
At the time of sale, Mr. [redacted] had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with Guardian. Mr. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Mr. [redacted] and therefore proceeded to provide and install security equipment.
Mr. [redacted] expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Please note, Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced on October 28, 2015 pursuant to the terms of the Agreement.
Mr. [redacted] has offered to remit the sum of $1,475 in exchange for cancellation of his account. Respectfully, Guardian incurred significant expense by providing and installing expensive electronic equipment in Mr. [redacted]’s home. Unfortunately, the sum of $1,475 will not cover Guardian’s expenses.
Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian offered to accept the sum of $2,303.68 to cancel the account. Please note, the sum of $2,303.68 will allow Guardian the opportunity to recover its expenses only. Subsequent to that conversation, Guardian has reached out to Mr. [redacted] several times to finalize a resolution. Guardian has been unable to confirm Mr. [redacted]’s satisfaction with this proposal to date. Please rest assured that Guardian will continue to make every reasonable effort to contact Mr. [redacted] and ensure this matter is resolved to his complete satisfaction.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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

Good morning, As a follow up, attached is a copy of the marketing postcard which outlines the promotion which was offered to Ms. [redacted] for 6 months at 50% off. The Terms and Conditions state, “To receive one-half off your full monthly monitoring for six months, you must sign a 60-month monitoring agreement.” Please let me know if I can assist further. Thank you, Kristine N[redacted] | Guardian Protection Services, Inc.

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]

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

August 3, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns and clarify this matter for all parties.
Mr. [redacted] expressed...

dissatisfaction in his letter related to the refund provided by Guardian for the camera system. Upon receipt of your letter, Guardian reviewed Mr. [redacted] account and offers the following information.
For background, Mr. [redacted] Commercial Agreement (“Agreement”) dated May 14, 2015 designates the total price for all selected equipment (security monitoring and cameras) to be $1,562.00. Of that amount, $1,125.00 reflected the total cost of the camera equipment and $437.00 for the security monitoring equipment ($49 base package price + $388 additional equipment.)
Mr. [redacted] remitted an initial deposit of $781.00 at the time of sale. Subsequent to that date, Mr. [redacted] requested the cancellation of the security camera portion of his Agreement. Mr. [redacted] further requested a refund for all monies paid for the camera equipment. Pursuant to his request, Guardian did cancel the camera portion of Mr. [redacted] Agreement.
On June 3, 2015, Guardian invoiced Mr. [redacted] account in the amount of $473.05 ($49 base package price + $388 equipment + $36.05 tax) for the security monitoring equipment reflected in his Agreement. This amount was deducted from the $781 deposit made by Mr. [redacted] at the time of sale. Guardian issued a refund to Mr. [redacted] credit card for the difference in the amount of $307.95 on July 2, 2015.
Based on the above information, Guardian does not find any further amounts due to be refunded to Mr. [redacted].
Upon receipt of your letter, the general manager of Guardian’s [redacted] branch went to Mr. [redacted] place of business in a genuine effort to offer assistance and address this matter directly. Regretfully, the general manager was not provided the opportunity to assist in any way. Mr. [redacted] demanded the cancellation of his account at that time.
Respectfully, Guardian is unable to cancel Mr. [redacted] account without further payment as he remains within the initial term of his Agreement. Guardian incurred significant cost in Mr. [redacted] system by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recover its investment over the thirty-six (36) month term of the Agreement.
Should Mr. [redacted] wish to cancel his account, the terms of his Agreement state he may do so upon remitting an early termination fee in the amount of $1,433.25. Therefore, upon receipt of payment of $1,433.25, Mr. [redacted] account will be cancelled and he will be released from all remaining obligation under the Agreement. Alternatively, Mr. [redacted] may elect to remit timely monthly payments and continue to utilize the security monitoring services to which he engaged Guardian to provide.
Thank you for providing Guardian the opportunity to clarify this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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

September 25, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity...

to facilitate resolution of his concerns.Mr. [redacted] has expressed discontent related to the expiration of the initial term of his Agreement. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to review his concerns directly. During that conversation, Guardian offered to reduce the initial term by two (2) months and to accept a reduced early termination fee of $281.94. Mr. [redacted] accepted Guardian’s offer. Upon receipt of Mr. [redacted]’s signed cancel letter and payment of $281.94, Guardian will cancel Mr. [redacted]’s account and he will be relieved from all remaining obligations under the Agreement. Thank you for providing Guardian the opportunity to respond to Mr. [redacted]’s letter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team