YMCA of Central Ohio

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]

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

October 28, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s complaintGuardian values the opportunity to provide response and facilitate resolution of Mr***’s concerns Mr ***’s letter disputes the automatic renewal of his contractOur records indicate Mr***’s initial transaction with Guardian occurred on April 2, at which time Mr [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s servicesThe initial term is designated as a period of sixty (60) months Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr ***’s Agreement, including but not limited to the Agreement’s automatic renewalSection B of Mr***’s Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive year terms unless either party gives to the other at least days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial termFor this reason the Agreement does not automatically terminate after the end of the initial termThe Agreement does provide the option to cancel within thirty days of the end of the initial term upon written requestGuardian’s records indicate Mr***’s initial term renewed on April 21, On September 15, 2015, Mr [redacted] contacted Guardian and requested the cancellation of his account, stating he was unhappy with his servicesGuardian offered to schedule onsite service to inspect and correct any issues, however Mr [redacted] declinedGuardian’s representative informed Mr [redacted] that his initial term had renewed and an early termination fee was required to cancel the accountAs a gesture of good faith, Guardian’s representative offered to accept a 50% reduction of the early termination feeMr [redacted] accepted and remitted the amount of $Upon receipt of Mr***’s early termination fee, Guardian processed the cancellation of Mr***’s account effective October 6, Guardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss his concerns directlyIn good faith and in order to bring swift resolution to this matter, Guardian has agreed to refund the early termination fee previously remitted by Mr [redacted] in the amount of $Mr [redacted] has expressed his satisfaction with this resolution Thank you for the opportunity to address this complaintShould you have any questions, please contact me at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

February 27, 2017 Thank you for forwarding Mr. [redacted] ’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to his concerns. Mr. [redacted] expressed dissatisfaction regarding an error code... received on his keypad which could indicate a communication error. Prior to receipt of your complaint, Guardian remotely accessed Mr. [redacted] ’s system on February 15, 2017 and discovered that the error code referenced by Mr. [redacted] was a result of the system not being programmed to generate a monthly test signal. Guardian remotely reprogrammed Mr. [redacted] ’s system to generate this test signal on a monthly basis. Guardian also confirmed that Mr. [redacted] ’s system was properly communicating with Guardian at all times. Upon receipt of your letter, Guardian made numerous attempts to contact Mr. [redacted] to explain the above findings. Regretfully, Mr. [redacted] has declined to speak with Guardian directly. Based on the above information, Guardian believes that no communication error existed with Mr. [redacted] ’s system. As such, Guardian respectfully cannot accommodate Mr. [redacted] ’s request to cancel his account. Notwithstanding, it is Guardian’s sincere desire to regain Mr. [redacted] ’s trust in our services. To that end, Guardian would be pleased to dispatch a technician to Mr. [redacted] ’s home at no charge to him to fully test the system and confirm proper transmission of all signals. Upon completion of the onsite service appointment, Guardian will place a credit to Mr. [redacted] ’s account equal to six (6) months of monitoring service. This offer is presented by Guardian in good faith to demonstrate to Mr. [redacted] that we value him as a customer. Should Mr. [redacted] wish to schedule onsite service, we ask that he contact Guardian at his convenience. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to respond to Mr. [redacted] ’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. ***. Sincerely, John T [redacted] Manager Customer Care Loyalty Dept.

April 22, RE: [redacted] Case # [redacted] Dear Mrs [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian greatly values the opportunity to address Mrs [redacted] ’s concerns and clarify this matter for all parties For background, please note that Mrand Mrs [redacted] originally met with Guardian in February to review products and services that were available for their new home, which was under construction at the timeGuardian presented various products and services for their consideration, after which Mrand Mrs [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring servicesIn order to memorialize the specifics of their transaction with Guardian, Mrand Mrs [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 14, for an initial term of sixty (60) months commencing from the date of the activation of servicesMrand Mrs [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mrand Mrs [redacted] also executed the Agreement by affixing their signatures at the bottom of the form Mrs [redacted] asserts in her letter that Guardian “snuck in” a contract during the time of saleRespectfully, this assertion is falsePlease be assured that Mrand Mrs [redacted] ’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mrs [redacted] Guardian merely presented low-voltage upgrade options from which Mrand Mrs [redacted] selectedAfter making those selections, which are memorialized in writing and acknowledged by the [redacted] s, Mrand Mrs [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with GuardianThe [redacted] s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the AgreementIt should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mrand Mrs [redacted] not elected to subscribe to Guardian’s 24-hour monitoring servicesOur records indicate Mrand Mrs [redacted] ’s system was installed and activated on May 1, In March 15, with twenty-seven (27) months remaining in the initial term of the Agreement, Mrs [redacted] informed Guardian that they had moved from the monitored premisesMrs [redacted] requested that Guardian contact the new homeowners and inquire if they wished to take over monitoring servicesA short while later, Mr [redacted] contacted Guardian and again stated that the [redacted] s had movedGuardian’s representative offered to transfer services to the [redacted] ’s new home however Mr [redacted] declinedGuardian’s representative explained that twenty-seven (27) months remained in the initial term of the Agreement and that the [redacted] s were ineligible to cancel absent payment of an early termination feeGuardian’s representative also explained that the balance of the initial term could be transferred to a friend or family member, or the new homeowners could activate services under a new contract which would relieve the [redacted] s from all remaining obligationFinally, should the [redacted] s wish to move forward with cancellation, Guardian’s representative offered to reduce the early termination fee by 25% in a genuine effort to assist themMr [redacted] indicated he wished for Guardian to reach out to the new homeowners before making a decisionGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mrs [redacted] to discuss her concerns directlyDuring that conversation, Guardian’s representative offered in good faith to accept a 50% reduction to the early termination fee in the amount of $to cancel the accountMrs [redacted] accepted and remitted payment of the early termination fee on April 18, I am hopeful the above information has assisted to clarify this matter for all partiesThank you for informing Guardian of Mrs [redacted] ’s complaintShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Kathleen V [redacted] Director Account Management Department

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below "The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system." This is NOT "standard practice" and is my core complaintThis is horrible business practice and essentially allows Guardian to hijack the product and hold it ransom to their demandsAn example would be if Microsoft were to deploy a program to your computer that would stop you from installing any other software other than Microsoft's softwareGuardian is NOT "protecting consumers" and is using poor business practices to hold consumers ransom to their monitoring and services The "highly sensitive system-level programming" is a scare tactic to dissuade consumers from using another company to update the system to allow monitoring by anyone but GuardianAgain, this is poor business practicesBeing in the technology industry and working for one of the largest computer companies in the world, the information in the system relates to your house and contained sensors as well as the phone number to Guardian for alarm monitoringThe installer code and dealer code allow you, as a homeowner, to add additional sensors and settings to your system, as well as allow other companies to monitor your homeWithout these codes, ONLY Guardian is able to add sensors, update core settings and monitor your home, making their organization a MONOPOLY on your home alarm system Regards, [redacted]

October 30, 2017Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Ms [redacted] s complaintGuardian values the opportunity to provide response and assist in facilitating resolution of her concernsMs [redacted] has moved from the monitored premises and has disputed ongoing charges for services at that residenceGuardian has reviewed the subject account and offers the following information.For background, Mr [redacted] executed an Interactive Upgrade Addendum (“Addendum”) with Guardian on February 18, to add interactive services, replace the control panel and install a smoke detectorThe initial term of the Addendum is clearly defined as sixty (60) monthsThe hardware was provided and installed by Guardian at a deeply discounted rate in exchange for execution of the 60-month Addendum, with the expectation that Guardian would recover the out-of-pocket costs of the devices over the initial termOn June 30, with forty-five (45) months remaining in the initial term of the Addendum, Ms [redacted] informed Guardian that she had moved from the monitored premisesIn a genuine effort to assist Ms [redacted] in fulfilling the terms of her Addendum, Guardian offered to transfer services to her new home or to a friend or family memberGuardian also explained that the new homeowners could activate services under a new Agreement for the remaining term which would release Ms [redacted] from all remaining obligation.Guardian continued to reach out to Ms [redacted] over the next year in an effort to assist herUnfortunately, the parties were unable to reach a mutually agreeable resolution and the subject complaint followed.Upon receipt of your letter, Guardian reached out to Ms [redacted] directlyDuring that conversation, Guardian’s representative explained that twenty-nine (29) months remain in the initial term of the Addendum and Guardian is unable to cancel the account without further paymentNotwithstanding, in a good faith effort to earn Ms [redacted] s satisfaction, Guardian’s representative offered to transfer services to Ms [redacted] s mother’s home and to waive the fees and contract extension normally requiredRegretfully, Ms [redacted] declinedGuardian’s representative explained that cancellation of the account during the initial term required an early termination feeThat amount is defined to be $Should Ms [redacted] wish to cancel the account, she may do so by remitting the above amountAlternatively, Guardian remains willing to work with Ms [redacted] to transfer services as defined aboveThank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

April 17, Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaintGuardian values the opportunity to address and resolve this matterUpon receipt of your letter, Guardian reached out to Mr [redacted] to discuss his concerns directlyDuring that conversation, Guardian’s representative reviewed with Mr [redacted] the telephone interaction with Guardian on April 5, at which time a Guardian representative quoted an early termination fee of $ Unfortunately, the amount quoted on April 5th was inaccurateMr [redacted] ’s Agreement with Guardian clearly defines the early termination fee to be $ Notwithstanding the above, in a good faith effort to satisfy Mr [redacted] , Guardian has agreed to honor the original quote provided by Guardian and accept $to cancel Mr [redacted] ’s accountMr [redacted] has expressed his satisfaction with this resolutionGuardian apologizes to Mr [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 ( [redacted] *** Sincerely, John T [redacted] , Manager Customer Service Loyalty Department

July 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] ***, Case # [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) in in receipt of the above-referenced complaintGuardian values the opportunity to provide response and facilitate resolution of Ms***’s concernsUpon receipt of your letter, Guardian conducted a thorough review of Ms***’s accountOur records indicate Ms***’s initial transaction occurred on December 7, at which time she executed a Monitoring Agreement (“Agreement”) to engage Guardian’s servicesThe initial term is defined as sixty (60) monthsGuardian’s records further reveal that Ms [redacted] executed a Residential Addendum (“Addendum”) on November 19, for a system upgrade at no chargeThe Addendum clearly defines an initial term of sixty (60) monthsOn July 6, 2017, Ms [redacted] contacted Guardian and requested the cancellation of her account as she planned to move from the monitored premisesGuardian’s representative explained that forty-one (41) months remained in the initial term of the AddendumIn a good faith effort to assist Ms***, 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 obligationAlternatively, Guardian offered to accept a 25% reduction to the early termination fee amountGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian reached out to Ms [redacted] to discuss her concerns directlyWhile Guardian maintains the legal right to pursue fulfillment of the full terms of Ms***’s Addendum, Guardian has agreed to accommodate her request to cancel her account without further paymentMs [redacted] has expressed her full satisfaction with this resolutionThank you for the opportunity to respond to Ms***’s complaintShould you have any questions, please contact me directly at [redacted] ***Sincerely,Kathleen V***, Director Account Management Department

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Them assuming I am now happy is not any help to meThey did not address any issues in my letterWe may close the case but please leave it as a negative unsolved caseThank you Regards, [redacted]

June 6, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] ***, Case # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’ concernsGuardian appreciates the opportunity to provide response and clarify this matter for all parties.Upon receipt of your letter, Guardian conducted a thorough review of Mr***’ accountFor background, Mr***’ account came to Guardian by way of an authorized dealer of Guardian known as Global Alarm Solutions (“Global Alarm”)As such, all aspects of Mr***’ sales transaction took place directly with Global Alarm, not GuardianGuardian was not present during any portion of the sales transactionIn order to establish a Guardian account for Mr [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Global AlarmAll such required paperwork was provided thereby facilitating activation of Mr***’ services and subsequent billingsPlease note that Global Alarm 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 Global AlarmGuardian does not control any day-to-day business activities or any internal policies or procedures of Global Alarm, including security evaluations, sales processes, installation practices or any other aspects of Global Alarm’s businessOur records indicate Mr***’ initial transaction with Global Alarm occurred on September 23, at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”)The initial term of the Agreement was for a period of five (5) yearsMr [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically outlines the initial termMr [redacted] also executed the Agreement by affixing his signature at the bottom of the formOur records indicate that Mr***’ system was installed and activated by Global Alarm on September 26, On May 23, with sixteen (16) months remaining in the initial term of his Agreement, Mr [redacted] informed Guardian that he was moving from the monitored premisesGuardian’s representative explained to Mr [redacted] that he was ineligible to cancel the account absent payment of an early termination feeIn a good faith effort to assist Mr***, Guardian’s representative explained that services could be transferred to Mr***’ new home, or to a friend/family memberAlternatively, should the new homeowner activate monitoring services under a new Agreement for a minimum of sixteen (16) months, Mr [redacted] would be relieved from all remaining obligationMr [redacted] stated that he did not wish to transfer services and requested a discount to the early termination feeAfter review of Mr***’ account, Guardian informed Mr [redacted] on May 24, that Guardian would accept a discounted early termination fee of $to cancelGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian contacted Mr [redacted] to review his concerns directlyDuring that conversation, Mr [redacted] expressed discontent with the sales transaction and further stated that he felt the sale representative had lied to himGuardian’s representative reviewed the terms of the Agreement and that the initial term was clearly defined in the AgreementMr [redacted] confirmed that he did not read the Agreement until after he had executed the documentMr [redacted] also expressed discontent with the early termination fee amountGuardian’s representative explained that the terms of the Agreement define the early termination fee to be $1,however Guardian previously offered to accept a discount of $to assist Mr***Mr [redacted] stated he was unwilling to remit that amount and offered to pay $Guardian’s representative explained that Guardian could not accept $however in a final gesture of good faith, Guardian would be willing to split the difference and accept $Mr [redacted] disputed the offer of $Guardian’s representative explained that $was the lowest amount that Guardian could accept and that this amount provided a discount of $from the full early termination feeIn a good faith effort to bring swift resolution to this matter, Guardian remains willing to accept the sum of $to cancel Mr***’ accountGuardian believes the above offer to be fair and reasonable and remains hopeful that Mr [redacted] will concurThis offer shall remain available until close of business on July 5, Alternatively, Mr [redacted] may remit timely monthly payments until such time that he is eligible to cancel the accountThank you for allowing Guardian the opportunity to address and clarify this matterShould you have any questions, please contact me at [redacted] ***Sincerely,Kathleen V***, Director Account Management Department

July 24, RE: [redacted] , Case # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] additional comments to Guardian Protection Services, Inc(“Guardian”) Mr [redacted] asserts, “my contract states that if I get someone to sign a contract I am released.” Respectfully, Mr [redacted] understanding of the terms of his contract is inaccurateThere is no language in Mr [redacted] Agreement which contractually obligates Guardian to release him from his remaining term if a new homeowner/tenant elects to activate services under a new agreementGuardian does verbally offer this option to customers as part of its relocation policy simply as a courtesy to assist customers in fulfilling their contractual obligation upon relocationIn order to qualify for this option, a new homeowner/tenant must activate services under a new agreementIn this instance, new services were not activated as the sale of Mr [redacted] was not completed Guardian spoke with Mr [redacted] on July 1, and relayed that Guardian had been informed the home purchase was not completedMr [redacted] acknowledged this fact to be true and requested the amount due to simply cancel the accountGuardian’s representative explained the early termination fee to be $and Mr [redacted] willingly remitted payment at that time Based on the above information, Guardian’s position on this matter has not changedMr [redacted] remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premisesIn good faith, Guardian presented several options to assist him in completing his contractual obligation, including relocation of monitoring services to his new residence, transferring services to the new homeowner upon activation under a new agreement, or remitting an early termination feeMr [redacted] willingly remitted payment of the early termination fee in order to cancel his accountAs such, Guardian respectfully declines to provide Mr [redacted] a refund Should you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen ***, Director Account Management Department

January 26, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr [redacted] ’s complaintGuardian values the opportunity to provide response in hopes of facilitating resolution of his concernsUpon receipt of your letter, Guardian conducted a thorough review of Mr [redacted] ’s accountFor background, Mr [redacted] ’s account came to Guardian by way of an authorized dealer of Guardian known as Safe N SoundAs such, all aspects of Mr [redacted] ’s sales transaction took place directly with Safe N SoundSafe N Sound 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 Safe N SoundGuardian does not control any day-to-day business activities or any internal policies or procedures of Safe N Sound, including security evaluations, sales processes, installation practices or any other aspects of Safe N Sound’s businessOur records indicate Mr [redacted] ’s initial transaction with Safe N Sound occurred on October 29, at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”)The initial term of the Agreement was for a period of five (5) yearsMr [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is years.” Mr [redacted] also executed the Agreement by affixing his signature at the bottom of the formOn October 5, with thirteen (13) months remaining in the initial term, Mr [redacted] contacted Guardian and requested that monitoring services be terminated as he had moved from the premisesGuardian’s representative explained that time remained in the initial term and Mr [redacted] expressed dissatisfaction that the initial term was never explained to himGuardian’s representative presented a number of options to Mr [redacted] in a genuine effort to assist him in fulfilling the terms of his Agreement, including the option to cancel the contract upon payment of an early termination fee of $The following day on October 6, 2017, monitoring services were disabled pursuant to Mr [redacted] ’s verbal request.On January 16, 2018, Mr [redacted] contacted Guardian to inquire how much time was remaining in the initial term of his AgreementMr [redacted] also expressed frustration with the cost to relocate services to his new homeDuring that conversation, Mr [redacted] expressed surprise to learn that his system was not being actively monitoredGuardian’s representative explained that services had been deactivated pursuant to Mr [redacted] ’s request on October 5, Mr [redacted] requested that services be reactivated until the expiration of his initial termAccordingly, Guardian remotely accessed the system and reactivated monitoring services effective January 16, Guardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to review his concerns directlyDuring that conversation, Guardian’s representative provided the above explanation and presented several options in a good faith effort to earn Mr [redacted] ’s satisfactionShould Mr [redacted] wish to move forward with cancellation of the account, Guardian offered to accept a 50% reduction to the early termination fee in the amount of $Alternatively, Guardian offered to install in Mr [redacted] ’s new home the same equipment which was located in his former home at no cost for the remaining ten (10) months of his initial termMr [redacted] expressed his full satisfaction with the option to relocateGuardian’s representative did inform Mr [redacted] that any additional contacts he may require would be provided at a cost of $each and that extending his contract term would provide additional flexibility with the upfront cost of additional equipmentMr [redacted] acknowledged his understandingGuardian is pleased to have earned Mr [redacted] ’s satisfaction and to have retained Mr [redacted] as a valued customerThank you for allowing Guardian to address and resolve Mr [redacted] ’s complaintShould you have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team

April 18, RE: [redacted] Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address his concerns Guardian sincerely apologizes to Mr [redacted] for any confusion or inconvenience related to onsite service and the technician’s arrival timeUpon receipt of the subject complaint, Guardian contacted Mr [redacted] and confirmed that onsite service has been rescheduled to take place on Saturday, April 30, Additionally, in a gesture of apology, Guardian has applied a credit to Mr [redacted] s account equal to three (3) months of monitoring feesMr [redacted] has expressed his satisfaction with this resolutionGuardian 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 matterShould you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A [redacted] Manager Customer Service Department

July 14, 2016 BBB of Western PennsylvaniaAttention: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [redacted] - Complaint... # [redacted] Dear Ms. ***: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. ***. Guardian is a customer-focused organization and values the opportunity to address any question or concern. Ms. ***’s letter expresses discontent with the low voltage wiring installed in her new home by Guardian and further expresses frustration that the installation has not been completed. Ms. [redacted] also expresses dissatisfaction related to the collection status of her account. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative offered to send a technician at no charge to complete the installation of Ms. ***’s low voltage wiring. At the time, Ms. [redacted] explained that completing the installation would result in damage to her home as a wall would need to be torn down to gain access to the proper area. In light of Ms. ***’s unique circumstances, Guardian has agreed to accept Ms. ***’s request to waive the collection fees owed on her account. Additionally, Guardian has confirmed with Ms. [redacted] that she owes no further balance to Guardian. Please be advised that Ms. [redacted] has expressed her satisfaction with the resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. ***. Sincerely, Andrew A [redacted] Manager Customer Service Department

January 27, 2017Thank you for forwarding a copy of Mr [redacted] ’s most recent comments to Guardian Protection Services, Inc(“Guardian”) Pursuant to his request, attached please find a copy of the Residential Addendum electronically executed by Mr [redacted] on September 2, Should you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Why is it that Guardian is blaming [redacted] and [redacted] is blaming Guardian? Please note the information I'm receiving contradicts everything I will not pay Guardian a dime for services we didn't receive Please see the email below from [redacted] :From: [redacted] Date: Tue, May 17, at 3:PMSubject: RE: Guardian Revdex.comTo: [redacted] Mrs***, I looked into this and it looks like Guardian reduced the buyout to $What we can do is either set you up for install through [redacted] , so you won’t have to do the buyout, or pay Guardian the $buyout to terminate the agreement.Let me know what you want me to doThank you [redacted] Account Manager [redacted] Who am I paying again? I'll be more than happy to go with [redacted] if Guardian is eliminated from the equation I want written proof that I will not have any more dealings with Guardian, however I also want clarification on why this information seems contradictory in nature Again, seems very shady like every ounce of dealings with Guardian Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Guardian has had four oppottunities to get this right - the system has not worked reliably since it was installed in July Guardian's offers are insulting: we can either cancel the agreement and pay an additional $and keep a system that does not work as it is intended OR give them a fourth opportunity to fix something that they have been unable to fix in three return trips and they will credit us two months of service/monitoring The system was installed in July - we have now paid for four months of service where the system has not worked as intended We have accommodated the schedules of the service technicians, ,losing four afternoons of our lives that we can never recover.The Guardian Technicial chose where to install the repeaters during the 4th visit - neither of the repeaters is installed in a closet (as Guardian indicates) They have had three opportunities to fix these issues following the installation visit (Door lock does not work reliably, the camera is routinely off-line even when no one is home, and the basement door is frequently off-line) Before the 3rd visit I was assured that all of these issues would be resolved - after the 3rd visit failed to resolve the issues, I asked Guardian to remove the system and give us a full refund They asked for one last opportunity to resolve the issues - we gave them the 4th opportunity, but NONE of the issues have been resolvedWe installed a security system to give our family peace of mind due to our increasing work and travel schedules Given all of the issues, we will never have confidence in Guardian or the system they installed We would like to have the system removed and believe that we are entitled to a full refund If Guardian is unwilling to do this, we are happy to take this to Arbitration.Regards, [redacted]

September 13, Revdex.com of Western PennsylvaniaAttn: [redacted] *Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Case # [redacted] Dear Ms*** 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 homeUpon receipt of your letter, Guardian contacted Mr [redacted] directlyDuring that call, Guardian explained that the cameras can be programmed for motion activation via alarm.com however Guardian does not support this featureGuardian’s representative explained that Guardian does not recommend motion activation for outdoor cameras as any small movement (i.ea moving vehicle, a flag blowing in the wind, a bird flying by, etc.) will activate the recorderBecause Mr [redacted] has limited video storage, the motion feature will quickly fill Mr [redacted] ’s storage capacity Guardian’s representative further explained to Mr [redacted] that the cameras are not “junk”; the cameras are very sensitive and programming the motion sensors can be complexGuardian’s representative offered to send a technician at no charge to assist Mr [redacted] in programming the motion feature and to conduct a motion test to ensure it is programmed to suit Mr [redacted] ’s needsShould Mr [redacted] be dissatisfied with the results of the onsite service appointment, Guardian’s representative offered to cancel the camera portion of Mr [redacted] ’s AgreementMr [redacted] inquired if the outdoor cameras were to be removed if a large hole would remain in the residential sidingGuardian’s representative explained that could not be determined without being onsite and further explained that Guardian would not be responsible for repairing any such holesMr [redacted] acknowledged his understanding and scheduled onsite service to take place on September 9, Onsite service was conducted as scheduled on September 9, at which time the technician adjusted the camera settings to better detect motion outside the home While onsite, the technician presented an upgraded option which would provide Mr [redacted] the capability to record and store video footage via an internet connectionGuardian’s technician quoted the Stream Video Recorder (SVR) device at a cost of $Mr [redacted] expressed interest in the device and, as such, Guardian’s technician will order the equipment and return to Mr [redacted] ’s home to install the device at his earliest convenience Thank you for informing Guardian of this matter Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

November 30, 2016 RevDex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: [redacted] Dear Ms. *** Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms.... ***’s complaint. Guardian values the opportunity to respond and clarify this matter for all parties. While Ms. ***’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted] ***, Inc. (“ [redacted] ***”) to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. ***’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. ***; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. ***’s contractual arrangement is with [redacted] ***, not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above. Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] ***, including security evaluations, sales processes, installation practices or any other aspects of [redacted] ***’s business. Given that the nature of Ms. ***’s complaint relates to her sales transaction with [redacted] ***, her request will need to be addressed by [redacted] as the contract holder. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted] ***. [redacted] may be reached at: [redacted] ***, Inc., 3 [redacted] ** ***. Telephone: ###-###-####. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####. Sincerely, April M [redacted] , Director Dealer Operations