YMCA of Central Ohio

May 25, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] [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 clarify this matter for all parties. For background, Ms. [redacted] moved from her previous monitored home and transferred monitoring services to her new home in June 2016. Ms. [redacted] executed a Monitoring Agreement (“Agreement”) with Guardian on June 6, 2016 for the new monitored address. The initial term of the Agreement is designated as thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by placing her initials next to Section E which states, “The initial term of this Agreement is 36 months.” Ms. [redacted] also acknowledged the initial term by placing her signature at the bottom of the form. Ms. [redacted] was also provided with a “Notice of Cancellation” form at the time of sale which bears her signature. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted] has asserted that she was unaware of the 36-month initial term of her Agreement until March 2017, nine (9) months following execution of the Agreement. Guardian has reviewed Ms. [redacted]’s account and has respectfully found Ms. [redacted]’s assertions to be false. On October 1, 2016, Guardian contacted Ms. [redacted] to follow up regarding the installation of the system in her new home. During this recorded call, Guardian inquired if Ms. [redacted] was satisfied with the technician, installation, equipment, etc. Ms. [redacted] expressed dissatisfaction with the 3-year term of her Agreement however stated she would recommend Guardian’s services to others.On March 17, 2017, Ms. [redacted] contacted Guardian to request the cancellation of her account. Ms. [redacted] further stated she was never informed of the new 36-month initial term and that she believed that only the remaining term from her previous home would be transferred to the new site. Guardian’s representative explained that new equipment was installed in her new home, and further explained that the 36-month Agreement term was the minimum term which could be offered to offset the cost of the new equipment. Ms. [redacted] requested that the initial term be lowered and Guardian’s representative explained that the term could not be adjusted. In April 2017, Guardian received a written request from Ms. [redacted] to cancel her account or waive the 36-month initial term. Guardian reached out to Ms. [redacted] and spoke with her directly on April 12, 2017. Guardian’s representative reiterated that the initial term could not be adjusted. Guardian received the subject complaint one month later. Upon receipt of your letter, Guardian spoke with the representative who handled the relocation transaction with Ms. [redacted]. Guardian’s sales representative recalled the transaction and confirmed that Ms. [redacted] was clearly informed at the time of sale that the initial term of the new Agreement would be 36-months. The sales representative further recalled that Ms. [redacted] requested that the new Agreement only reflect the remaining term from her previous location, however Guardian’s representative explained that the minimum term which could be offered is 36-months. Based on the above information, Guardian finds no evidence to support Ms. [redacted]’s assertion that she was unaware of the 36-month initial term at the time of relocation. Ms. [redacted] was verbally informed of the initial term by Guardian’s sales representative. Ms. [redacted] acknowledged the initial term by placing her initials on the Agreement next to Section E which clearly defines the term to be 36-months. Ms. [redacted] also acknowledged the initial term in a recorded call on October 1, 2016 during a telephone survey with Guardian.Should Ms. [redacted] wish to cancel her account at the present time, the terms of her Agreement state she may do so upon remittance of an early termination fee. That amount is designated to be $750. Accordingly, upon Guardian’s receipt of payment of $750, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

September 5, 2017Revdex.com of [redacted]ern PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. Ms. [redacted] has expressed dissatisfaction related to the $2 monthly fee assessed for receipt of paper billing statements. Upon receipt of your letter, Guardian conducted a review of Ms. [redacted]’s account which revealed that this fee was assessed to Ms. [redacted] in error. Guardian sincerely apologizes to Ms. [redacted] for any confusion and inconvenience. Guardian has updated Ms. [redacted]’s account to waive this fee moving forward and has applied credits to Ms. [redacted]’s account to reimburse her for payment of this fee to date. Ms. [redacted] has expressed her satisfaction with this resolution.Thank you for allowing Guardian the opportunity to respond to this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

February 27, 2017Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding billing statements received for camera equipment recently...

installed. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including a review of the Addendum executed by Ms. [redacted] at the time of sale. As a result, Guardian confirmed that the amount billed to Ms. [redacted] for the camera equipment was incorrect. Guardian contacted Ms. [redacted] directly and explained that a credit has been applied to her account in the amount of $321.00. Guardian’s representative also confirmed that a new invoice would be mailed to Ms. [redacted] reflecting the credit applied and the correct amount due. Ms. [redacted] expressed her satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion.  Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Care Department

July 3, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to...

address Mrs. [redacted]’s concerns.For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in June 2016 to review products and services that were available for their new home, which was under construction at the time. Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction, Mr. [redacted] executed a Monitoring Agreement (“Agreement”) on June 7, 2016 for an initial term of sixty (60) months commencing from the date of the activation of services. Mrs. [redacted]’s complaint expresses discontent related to faulty equipment and multiple onsite service visits. Guardian has reviewed its records and offers the following information. Guardian most recently conducted onsite service on May 30, 2017 at which time the technician noted that the CAT5E wire for the kitchen camera had been incorrectly terminated. The kitchen camera had already been replaced twice and the technician noted that a return trip was necessary to replace the CAT5E wire as the technician did not have the correct parts with him on the truck. Guardian contacted Mr. [redacted] the following day to schedule the return trip however Mr. [redacted] indicated that he would be cancelling the account and declined to reschedule.On June 5, 2017, Guardian spoke with Mrs. [redacted] who requested cancellation of all services without penalty due to ongoing issues with the cameras. Guardian’s representative offered to schedule onsite service at no charge and at Mr. and Mrs. [redacted]’s convenience to complete the work described by the technician during the most recent service appointment, however Mrs. [redacted] declined. Guardian’s representative also offered to cancel the camera portion of Mr. and Mrs. [redacted]’s Agreement and adjust the monthly rate accordingly, however Mrs. [redacted] declined. Guardian’s representative explained that Guardian was unable to cancel the monitoring portion of the Agreement as the security system was working properly until Mr. and Mrs. [redacted] engaged another security provider. Should Mr. and Mrs. [redacted] wish to move forward with cancellation, they may do so upon payment of the early termination fee designed by their Agreement to be $750. Guardian received the subject complaint shortly thereafter.Upon receiving Mrs. [redacted]’s letter, Guardian immediately reached out and spoke with her directly. During that conversation, Mrs. [redacted] reiterated her request to be released from the Agreement without further payment due to ongoing issues with the camera. Guardian’s representative acknowledged the current camera issues and reiterated the previous offer to a) onsite service at no charge to resolve the issues, or b) to remove the camera services and adjust the monthly rate accordingly. Mrs. [redacted] expressed that she would review the options with Mr. [redacted] and advise Guardian of their decision.Guardian spoke directly with Mr. [redacted] on June 30, 2017 at which time Mr. [redacted] indicated he wished to remain with the new security provider he had recently engaged. Guardian’s representative reviewed with Mr. [redacted] that Guardian remains willing to resolve the camera issues or cancel the camera portion of the Agreement, however Guardian cannot cancel the monitoring portion of the Agreement without further payment. Mr. [redacted] informed Guardian that he would be in touch to remit the early termination amount, however expressed that he remained dissatisfied with Guardian’s services. Guardian regrets that its efforts to resolve Mr. and Mrs. [redacted]’s concerns have not met their expectations. Guardian believes the above offers to be fair and reasonable; said offers shall remain available to Mr. and Mrs. [redacted] should they wish to reconsider their decision to cancel. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

Revdex.com:I spoke to the Executive Branch representative and they also stated that there were not any fees for the service since nothing had to be replaced as agreed from initial contact. They have apologized for the misunderstanding on their end.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

January 27, 2017 Dear Ms. [redacted]  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian values the opportunity to address and resolve this matter for Ms. [redacted]. Ms. [redacted] has disputed the final balance due on her...

account after cancelling.  Our records indicate we spoke with Ms. [redacted] on January 10, 2017 at which time she requested the cancellation of her account. Guardian’s representative explained that 30 days’ cancellation notice is required and that the account would be cancelled effective February 13, 2017 (the next billing cycle date). Ms. [redacted] acknowledged her understanding at that time however Guardian received the subject complaint shortly thereafter.   In a good faith effort to resolve this matter, Guardian will amend the cancellation date of Ms. [redacted]s account to January 13, 2017. Additionally, Ms. [redacted] will receive a refund to her credit card in the amount of $36.77 for the payment remitted in January 2017.  I believe these gestures should fully resolve Ms. [redacted]s concerns. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.   Thank you for providing Guardian the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].             Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

September 19, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. **’s complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns. Prior to receipt of your letter, Guardian spoke with Mr. ** on September 7, 2016. During that conversation, Mr. ** disputed that he would be charged to replace the door lock. Guardian’s representative explained that the labor rates had been waived and Mr. ** would only be billed $175 for the replacement door lock. Alternatively, Guardian’s representative offered to replace the door lock at no charge in exchange for a 12-month contract extension. Mr. ** disputed both offers.  Finally, Guardian’s representative informed Mr. ** that the door locks could be removed from the account which would reduce the monthly rate by $4/month. Mr. ** declined this option as well. Guardian received the subject complaint shortly thereafter.  On September 13, 2016, Guardian’s technician arrived onsite as previously scheduled to replace the door lock. Upon arrival, the technician found the door lock to have been replaced with a device not belonging to Guardian. Mr. ** declined to allow Guardian’s technician to perform any work and, as such, the technician left the premises without making any changes.  Later that day, Mr. ** contacted Guardian and requested the cancellation of the door lock portion of his Agreement. Guardian informed Mr. ** that the door lock services could be cancelled upon Mr. **’s written authorization and forwarded documentation to Mr. ** for signature. Upon Guardian’s receipt of the executed document from Mr. **, Guardian will cancel the door lock portion of the Agreement as he has requested.   Thank you for providing Guardian the opportunity to address Mr. **’s complaint.  Should you have any questions, please feel free to contact me directly at [redacted], ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

January 22, 2016
Revdex.com of Western Pennsylvania
Attention: [redacted]
[redacted]
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint....

Guardian values the opportunity to clarify this matter and assist in facilitating resolution.
For background, Mr. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] (“[redacted]”). As such, all aspects of Mr. [redacted]s sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]s services and subsequent billings.
Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on February 15, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. [redacted]s system on February 21, 2014.
On April 12, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he was surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a two (2) year term. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term. Mr. [redacted]s concerns were forwarded to [redacted], who spoke directly with the customer. [redacted] subsequently informed Guardian that after speaking with Mr. Schwark, [redacted] also confirmed the initial term to be five (5) years.
On January 19, 2016, Mr. [redacted] informed Guardian that he does not use the system and wished to cancel. Guardian’s representative explained that he remained within the five (5) year initial term and was ineligible to cancel at the present time. Mr. [redacted] stated he believed his initial term to be less than five (5) years. Guardian’s representative mailed a copy of the Agreement to Mr. [redacted] for his review. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. In a genuine effort to earn Mr. [redacted]s satisfaction, Guardian’s representative offered to reduce the initial term from five (5) years to three (3) years. Mr. [redacted] expressed his complete satisfaction with this resolution.
Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Only reason I rejected the was because it said no other credit would be offered.  I attached a copy of the last email I received from Guardian protection service that agreed since they credited my account part of the remaining balance was taxes to be collected for money I didn't owe.  I am very happy with how the local office is handling this issue.  I now am getting what the salesman promised me and nothing more. 
Regards,
[redacted]

April 6, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint. Guardian values the opportunity...

to provide response and assist in resolving her concerns. For background, Ms. [redacted]’s security system was sold and installed by Skyline Security Management, Inc. (“Skyline”). All aspects of the transaction took place directly with Skyline. Skyline is a separate and distinct company from Guardian for which Guardian provides 24-hour monitoring services for Skyline customers. In order to establish a Guardian account and activate services, Guardian requires certain paperwork from Skyline including an executed Agreement. All such required paperwork was provided for the subject account, thereby facilitating activation of monitoring services and subsequent billings. Ms. [redacted]’s letter indicates that she did not agree to the terms and conditions of the sales transaction. Respectfully, all of the terms and conditions, including the initial term, are clearly defined in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”) which Ms. [redacted] executed with Skyline on April 30, 2015. Ms. [redacted] placed her initials next to Section E which clearly states, “The initial term of his Agreement is 36 months.” Ms. [redacted] also placed her signature at the bottom of the form. Ms. [redacted] also asserts that she was promised thirty (30) days in which to cancel the transaction. Respectfully, a review of her Agreement with Skyline reveals no indication that Ms. [redacted] was promised an extension of time to cancel outside of the standard three (3) business days which is defined in Section J of the Agreement. Ms. [redacted]’s letter states that she attempted to contact Guardian to cancel her account however “no one will answer the phone.” Guardian is perplexed by Ms. [redacted]’ statement as our records reveal no contact from M. [redacted] since September 2017 at which time she requested onsite service for a contact causing false alarms. Please note, if Ms. [redacted] contacted Skyline directly to request the cancellation of her account, Guardian would have no record of those interactions. Upon receipt of your letter, Guardian reached out to Ms. [redacted] to address her concerns. During that conversation, as a courtesy, Guardian waived the current balance on the account in the amount of $57.50. Guardian’s representative also offered to cancel the account without further payment. Ms. [redacted] was unsure if she wished to cancel the account or continue monitoring services. Guardian has since reached out to Ms. [redacted] several times to determine if she had made a decision. Guardian has been unable to speak with Ms. [redacted] again to date. Guardian remains willing to cancel Ms. [redacted]’s account as she has requested. In order to process the cancellation, Guardian will need to speak with Mr. [redacted] directly. Guardian asks that she contact Guardian at her convenience with her decision. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

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]Guardian said they would have someone call me from AMP within 24  hours because the issue was theirs and not Guardian.  AMP is a distributor for Guardian, so, as far as I'm concerned, Guardian should be responsible for their suppliers.  Anyhow, mom just received a cancellation notice from Guardian.  That is not what I asked for.  The AMP people, representing Guardian, did not install correctly, nor did they teach her how to use the system.  They walked into her house and replaced Life Alert with their system, without her consent (unless they forged it, she said she did not sign anything).Guardian wants to pass this on to AMP (who never called me back nor did they go to mom's to correct the lousy installation when they broke into her house - according to my mother that is what they did - forced their way into her house), but I feel that both parties are responsible, especially since the only name of which I was aware was Guardian, and not AMP, until after I contacted Guardian.This is a mess.  My mom is about ready to have a stroke.  I am NOT satisfied, and I expect a better response from both Guardian and AMP.  If AMP is representing Guardian, then Guardian should accept the blame!  When an employee (contract or paid by firm) does something wrong, it is the main company who needs to correct the problem.  I am tired of companies and people passing things on to the next company or person.  Guardian is the one to blame for using AMP as a distributor![redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
ALCON: No contact from Guardian has been “refused.” I have informed the agent several times that I do not have the ability to speak on the phone until after work hours due to the inability to have wireless devices at work. Additionally, the call has not been to “resolve” my issues, but to force me to listen to a recorded call which again, does not resolve the concerns that I still have nor does it support the “DOCUMENT” that guardian sent to me in writing and is using and the enforceable document for this service. There is NOTHING in the contract that states that a promotion was agreed to, nor that there is a “promotional  Additionally, per the copied data that was entered which is NOT available to me anywhere online, where were the complete 6 months of “promotion” offered? If in the first 30 days, per your document, I was charged $24.97 and for 4 months (through December 2016), I was billed 17.95 and in January I WAS Overcharged, as I stated. It was not until days later that an “account credit” was posted. No notification was sent to me, no information was provided without me initiating this complaint, and none of this information is available on the website. I have to call and request this information or file complaints. I see no evidence, based on this information that was provided. I have sent an letter and am officially revoking all privileges for Guardian to remove ANY monies from my bank account effective immediately. I will mail payment at my discretion. Also, the terms do not indicate that payment needs to be made in full PRIOR TO termination of service as I have requested. If this is indicated somewhere in a document I have signed, I’m requesting evidence of that. Though Guardian has alleged cancellation, I have requested evidence of the cancellation THREE TIMES and have yet to receive any documentation via US Mail or Email as requested. I am yet again asking for that to be sent to me. A Recorded telephone call means nothing when it contradicts the document that I SIGNED MY NAME TO! I regret EVER doing business with Guardian and will ensure that I communicate my poor experience to fellow residents for the Association I represent, the FTC, and CFPB to ensure that crooks like this do not take advantage of consumers like myself. 
Regards,
[redacted]

March 27, 2017Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer focused company and appreciates the opportunity to facilitate resolution of Mr. [redacted]’s concerns.  Upon receipt of your letter, Guardian immediately...

reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative was able to verify Mr. [redacted]’s Social Security number from his sales paperwork and after which Mr. [redacted]’s account was updated to reflect the correct information. Guardian’s representative also confirmed with Mr. [redacted] the time remaining in the initial term of his agreement and further assisted him with reenrollment in Guardian’s autopay program. Mr. [redacted] expressed his satisfaction with this resolution.   Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience related to his recent interactions with Guardian. Guardian greatly values Mr. [redacted] as its customer and appreciates the opportunity to continue providing him with security monitoring services.    Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, I may be reached at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

December 5, 2016 Revdex.com of Western...

PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]   Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of his concerns.  Mr. [redacted] has expressed dissatisfaction with the camera system installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian agreed to cancel the camera portion of Mr. [redacted]’s Agreement with Guardian. Accordingly, Mr. [redacted]’s monthly rate will be reduced to $53.99/month with twenty (20) months remaining in the initial term of his Monitoring Agreement. Guardian also provided Mr. [redacted] with a refund of all payments remitted by Mr. [redacted] for camera services to date.  During that conversation, Mr. [redacted] also requested the cancellation of the monitoring portion of his account with Guardian. Guardian’s representative explained that the camera system is a separate Agreement from the Monitoring Agreement. Guardian’s records indicate that Mr. [redacted]’s security monitoring equipment is working properly as evidenced by Guardian’s receipt of all regularly scheduled test signals from Mr. [redacted]’s system. As such, Guardian is respectfully unable to cancel Mr. [redacted]’s security monitoring contract absent payment of an early termination fee.  Should Mr. [redacted] wish to move forward with cancellation, he may do so by contacting Guardian at his convenience, however Guardian remains hopeful that Mr. [redacted] will elect to continue utilizing the security monitoring equipment as designed to provide Mr. [redacted] and his family with peace of mind. Thank you for the opportunity to respond to this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted] Manager                                                                        Customer Service Loyalty Department

July 29, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has conducted a thorough review of Mr. [redacted] account including a review of the telephone interactions with Mr. and Mrs. [redacted]. (Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr. [redacted] additional comments.
Mr. [redacted] system was installed by Guardian on April 21, 2103. On April 23, 2015 at 2:37am (not April 22, 2015 as believed by Mr. [redacted]) Guardian received notification from the system indicating a potential communication issue from the garage windows. Guardian’s representative recommended onsite service and explained to Mrs. [redacted] that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier date. Mrs. [redacted] acknowledged her understanding and accepted an appointment for May 27, 2015.
Shortly thereafter, Guardian spoke with Mr. [redacted] on April 23, 2015 and explained that Guardian had reached out to possibly move the service appointment to an earlier date. Guardian’s representative stated he would research the new service date and ask someone to contact Mr. [redacted] with that information. Mr. [redacted] expressed satisfaction with this explanation. Please note, at no time during this conversation did Mr. [redacted] express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system.
On April 25, 2015, Guardian spoke with Mr. [redacted] who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, 2015. Guardian’s representative assured Mr. [redacted] that Guardian was working on having service rescheduled to an earlier date. In good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenience. Again, at no time during this conversation did Mr. [redacted] instruct Guardian to stop monitoring his security system. Guardian’s records indicate the Mr. [redacted] did not request the cancellation of his account until May 4, 2015.
Mr. [redacted] letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr. [redacted] assertions are inaccurate.
Mr. [redacted] sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultation. I did, however, speak directly with the technician who installed Mr. [redacted] system. The technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless device. Notwithstanding, the technician explained that all points of entry leading into the garage (i.e. the windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussion. Additionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panel. After providing explanation to Mrs. [redacted], the technician recommended installing motion sensors which would detect any intrusion from this exterior loft door. Mrs. [redacted] agreed with the technician’s recommendation and the motion sensors were installed accordingly. Based on the above information, Guardian finds Mr. [redacted] statement that the home was left unprotected to be false.
Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs. [redacted] and Mrs. [redacted] mother prior to departing the residence. Further, Mr. [redacted] installation was the only appointment scheduled for the technician on that date. At no time did the technician rush Mrs. [redacted] through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times.
As previously stated, Guardian incurred significant cost in Mr. [redacted] home 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 sixty (60) month term of Mr. [redacted] Agreement. It is unreasonable for Mr. [redacted] to expect Guardian to simply cancel his account without further payment.
The terms of Mr. [redacted] Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $750 plus all amounts currently due. That amount is currently designated to be $2,919.00. In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Guardian believes this offer to be more than fair. This offer shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Alternatively, the following proposal remains available to Mr. [redacted] until close of business on August 19, 2015 as well.
1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].
2) Guardian will install commercial grade sensors on the steel door.
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.
6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.
Thank you for allowing Guardian to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew [redacted] Manager
Customer Service Department

July 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to...

provide response and facilitate resolution of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account. Our records indicate Ms. [redacted]’s initial transaction occurred on December 7, 2009 at which time she executed a Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is defined as sixty (60) months. Guardian’s records further reveal that Ms. [redacted] executed a Residential Addendum (“Addendum”) on November 19, 2015 for a system upgrade at no charge. The Addendum clearly defines an initial term of sixty (60) months. On July 6, 2017, Ms. [redacted] contacted Guardian and requested the cancellation of her account as she planned to move from the monitored premises. Guardian’s representative explained that forty-one (41) months remained in the initial term of the Addendum. In a good faith effort to assist Ms. [redacted], Guardian explained that services could be transferred to her new home, to a friend or family member, or that the new homeowner could activate services under a new agreement for the remaining term which would relieve Ms. [redacted] from further obligation. Alternatively, Guardian offered to accept a 25% reduction to the early termination fee amount. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Ms. [redacted] to discuss her concerns directly. While Guardian maintains the legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Addendum, Guardian has agreed to accommodate her request to cancel her account without further payment. Ms. [redacted] has expressed her full satisfaction with this resolution. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

October 26, 2016 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...

Mr. [redacted]’s concerns.  Guardian appreciates the opportunity to provide response and address this matter.  For background, Mr. [redacted]’s initial transaction with Guardian occurred on October 20, 2014 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months however Mr. [redacted] executed a Residential Addendum on June 20, 2014 lowering the initial term to thirty-six (36) months.   On July 28, 2016 with seventeen (17) months remaining in the initial term, Mr. [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services to his new apartment. In a good faith effort to assist Mr. [redacted], Guardian explained that services could be transferred to a friend or family member, or that the new homeowner could activate services under a new agreement which would relieve Mr. [redacted] of any remaining obligation. Mr. [redacted] expressed he wished to determine if the new homeowners would like to activate service before making a final decision. Guardian received no further contact from Mr. [redacted] until October 15, 2016 at which time he requested the cancellation of his account. Mr. [redacted] further stated that he was unable to transfer services to his new apartment and the new homeowners did not wish to activate services. Guardian’s representative explained to Mr. [redacted] that fifteen (15) months remain in the initial term of his Agreement and he was ineligible to cancel the account absent payment of an early termination fee. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to place billing of the account in an inactive status for three (3) months to allow Mr. [redacted] time to secure a new home. Mr. [redacted] requested that Guardian relocate services to his new home at no charge to him. Guardian’s representative politely explained that a relocation fee would apply.  Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter. Upon receipt of Mr. [redacted]’s complaint, Guardian contacted him to discuss his concerns directly. During that conversation, Guardian’s representative explained that Guardian is unable to promise relocation at no charge until Mr. [redacted] secures a new home and Guardian is provided the opportunity to determine his security needs. Guardian’s representative again offered to freeze Mr. [redacted]’s account for a period of three (3) months which will allow him the opportunity to settle into a new home, with the possibility to freeze the account for an additional three (3) months if necessary. If Mr. [redacted] has not secured a permanent home within the next six (6) months, Guardian will agree to accept a reduced early termination fee of $375 to cancel his account. Mr. [redacted] accepted the offer to freeze the account however disputed the early termination fee and offered to remit $200. Guardian’s representative explained to Mr. [redacted] that due to the investment made in his former home, Guardian is unable to accept any further discounts to the early termination fee.   Subsequent to that conversation, Guardian did speak with the new homeowners who expressed interest in activating services under a new Agreement. Should that occur, Mr. [redacted] will be released from all remaining obligation. Please be assured that Guardian will continue to work closely with the new homeowners and Mr. [redacted] to ensure this matter is resolved in a manner that is fair and reasonable to all parties.  Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

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

Sorry I cannot accept the business proposal. First of all we did sign up for 36 months in 11/2016 and it was a continuation of that contract (22) months left. Next we had problems with them in the past and on one occasion my husband had to replace to censor himself. When there is a problem we waited  2 to 3 weeks before a technician showed up.  We just need to get out of the contract.  That would be better for us.

April 1, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted] complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties....


For background, Ms. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] [redacted] Security, Inc. ([redacted]”). As such, all aspects of Ms. [redacted]s sales transaction 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.
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 Ms. [redacted]s initial transaction with [redacted] occurred on August 29, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside Section E of the Agreement which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
After engagement of [redacted]’s services, Ms. [redacted] received three (3) full business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is explained in Section K of Ms. [redacted]s Agreement. [redacted] did not receive Ms. [redacted]s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]s system was installed and activated by [redacted] on August 29, 2014.
In May 2015 with fifty-three (53) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative requested that [redacted] contact Ms. [redacted] directly to discuss relocation further. Guardian’s records indicate [redacted] spoke directly to Ms. [redacted] on May 12, 2015.
Guardian had no further contact with Ms. [redacted] related to relocation from the monitored premises until January 16, 2016. At that time, Ms. [redacted] informed Guardian that she had moved and was unable to relocate monitoring services. A Guardian representative made several attempts to contact Ms. [redacted] to discuss the status of her account and relocation however Guardian was unsuccessful in reaching her.
On March 15, 2016, Mr. [redacted] contacted Guardian and advised that he and Ms. [redacted] had moved from the monitored premises and did not wish to relocate services. Mr. [redacted] further stated that the [redacted] sales consultant indicated the initial term to be month-to-month. Guardian’s representative explained that a month-to-month contract is not offered by Guardian or [redacted] and forwarded a copy of the Agreement to Mr. and Ms. [redacted] for their reference. Guardian received the subject complaint shortly thereafter.
Ms. [redacted] has expressed dissatisfaction related to her sales transaction with [redacted]. Guardian apologizes to Ms. [redacted] for her expressed discontent. Guardian was not present during Ms. [redacted]s sales consultation and, as such, has no knowledge of the details surrounding her sales meeting with [redacted]. Upon learning of Ms. [redacted]s dissatisfaction, Guardian conducted a thorough review of her account. As a result, Guardian found no record of Ms. [redacted] informing Guardian of any discontent regarding her sales transaction with [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative presented several options to Ms. [redacted] in a genuine effort to assist her in fulfilling her obligation under the Agreement. More specifically, Guardian offered to relocate Ms. [redacted]s security system to her new home, or to transfer the remaining term to a friend or family member. Guardian also indicated that should the new homeowner elect to activate services under a new monitoring agreement that Ms. [redacted]s obligation would be relieved. Ms. [redacted] declined the above options. In a good faith effort to assist Ms. Santucci, Guardian’s representative offered to accept a reduced early termination fee and further offered to accept payment in monthly installments until paid in full. Ms. [redacted] accepted Guardian’s offer to remit monthly payments of a reduced early termination fee.
Thank you for informing Guardian of Ms. [redacted]s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
Kathleen V[redacted] Director
Account Management Department