YMCA of Central Ohio

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]

March 20, 2017 Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding the cancellation of an onsite service appointment...

scheduled for March 9, 2017. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Upon receipt of your letter, Guardian contacted Ms. [redacted] and confirmed the rescheduled service appointment for March 27, 2017. Guardian also applied a credit to Ms. [redacted]’s account equal to two (2) months of monitoring services. Ms. [redacted] expressed her satisfaction with this resolution.  Guardian sincerely apologizes to Ms. [redacted] for any inconvenience or confusion.  Guardian values Ms. [redacted] as its customer and appreciates the opportunity to resolve her concerns.  Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

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

January 26, 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 Mr. [redacted]’s complaint. Guardian values the opportunity to...

provide response in hopes of facilitating resolution of his concerns. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Safe N Sound. As such, all aspects of Mr. [redacted]’s sales transaction took place directly with Safe N Sound. Safe 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 Sound. Guardian 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 business. Our records indicate Mr. [redacted]’s initial transaction with Safe N Sound occurred on October 29, 2013 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) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is 5 years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. On October 5, 2017 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 premises. Guardian’s representative explained that time remained in the initial term and Mr. [redacted] expressed dissatisfaction that the initial term was never explained to him. Guardian’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 $597.87. 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 Agreement. Mr. [redacted] also expressed frustration with the cost to relocate services to his new home. During that conversation, Mr. [redacted] expressed surprise to learn that his system was not being actively monitored. Guardian’s representative explained that services had been deactivated pursuant to Mr. [redacted]’s request on October 5, 2017. Mr. [redacted] requested that services be reactivated until the expiration of his initial term. Accordingly, Guardian remotely accessed the system and reactivated monitoring services effective January 16, 2018. Guardian received the subject complaint shortly thereafter.  Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative provided the above explanation and presented several options in a good faith effort to earn Mr. [redacted]’s satisfaction. Should 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 $298.94. 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 term. Mr. [redacted] expressed his full satisfaction with the option to relocate. Guardian’s representative did inform Mr. [redacted] that any additional contacts he may require would be provided at a cost of $35 each and that extending his contract term would provide additional flexibility with the upfront cost of additional equipment. Mr. [redacted] acknowledged his understanding. Guardian is pleased to have earned Mr. [redacted]’s satisfaction and to have retained Mr. [redacted] as a valued customer. Thank you for allowing Guardian to address and resolve Mr. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

April 30, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values the opportunity to facilitate resolution of his concerns. Mr. [redacted] has expressed dissatisfaction regarding billing statements received for onsite service conducted at his residence as the exact amount due was not quoted to him prior to service being completed. Mr. [redacted] has also disputed the authenticity of his wife’s signature on the Work Order which outlined the service fees.  Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Guardian’s representative explained to Mr. [redacted] that the Work Order was electronically signed on a tablet therefore his wife’s signature would not appear as her normal signature but as a script-like font.  Guardian’s representative also explained that the technician informed Mrs. [redacted] prior to conducting service that the work would be billed at Guardian’s standard rates and also provide a quote for the new radio. Notwithstanding, in a good faith effort to earn Mr. [redacted]’s satisfaction, Guardian agreed to waive the sum of $375.24 and Mr. [redacted] remitted payment for the remaining balance of $87.50 due for onsite service.  Mr. [redacted] expressed his satisfaction with this resolution.   Guardian apologizes to Mr. and Mrs. [redacted] for any confusion related to the Work Order and service fees.  Guardian values Mr. and Mrs. [redacted] as our customer and appreciates the opportunity to regain their trust in our services.  Thank you for advising Guardian of Mr. [redacted]’s concerns.  Should you have any questions, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

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

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

August 25, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to...

provide response and bring swift resolution to her concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account and all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) Ms. [redacted] states in her letter that she was unaware she was extending the initial term upon upgrading her security equipment in January 2017. Respectfully, Guardian finds this statement to be inconsistent with our records. Our review into Ms. [redacted]’s account revealed that Ms. [redacted] verbally acknowledged the new 60-month term during a telephone conversation with Guardian prior to executing the Addendum which clearly defined the initial term as sixty (60) months. Upon receipt of your letter, Guardian reached out to Ms. [redacted] to provide the above explanation. In a genuine effort to earn Ms. [redacted]’s satisfaction, Guardian offered to reduce the initial term to twelve (12) months at a reduced rate of $39.99/month. Ms. [redacted] accepted Guardian’s offer and stated this gesture would resolve her concerns. Guardian has forwarded a new Addendum outlining the reduced term and rate to Ms. [redacted] for her signature. Upon receipt of the executed Addendum from Ms. [redacted], Guardian will update her account accordingly. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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

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

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

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


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

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.
In all due respect, Mrs. V[redacted] continues to ignore that as a long term customer of Guardian I was taken advance of and intentionally given false information to secure a 2nd long term contact. To make matters worse, I was intentionally lied to a 3rd time in a crafty attempt to get trap me into another 60 month contract.I stand FIRM that I am willing to fulfil my remaining contract but I will absolutely will not sign another 60 month contract. The communication given to me was MY CONTRACT could be transferred. At no point was there a mention during any of my conversations with customer service would another long term contract be required. I am not asking Guardian to upgrade or install a new service there is already a monitoring system in the home.I would request that Mrs. V[redacted] take the time to listen to the recordings of my many conversations with her Customer Service Specialist so she will understand my position. If she is unable to resolve this issue, I would like my complaint elevated to higher management. I believe she does not have my best interest in mind, only attempting to make another sale.
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.
Regards,[redacted]

July 28, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted]’s additional comments. Guardian has reviewed the information provided by Mr. [redacted], including the text message conversations between Mr. [redacted] and the sales representative, David C[redacted]. Please note, Mr. C[redacted] is a direct employee of Complete Home Security; Mr. C[redacted] is not employed by Guardian. As such, Guardian had no prior knowledge of the communications between Mr. [redacted] and Mr. C[redacted] until receipt of the text messages attached to Mr. [redacted]’s letter. Because these communications occurred directly between Complete Home Security and Mr. [redacted], Guardian did not have access to this information nor was it documented in Mr. [redacted]’s Guardian account. Guardian had no prior knowledge of Mr. [redacted]’s previous requests for onsite service or of his cancellation request until receipt of the text message conversations. As previously indicated, Guardian only became aware of Mr. [redacted]’s need for onsite service on April 25, 2017, ten (10) months following installation of his system. Guardian appreciates Mr. [redacted] bringing this information to our attention. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Guardian reiterated its previous offers to relocate services to Mr. [redacted]’s new home or to transfer services to a friend or family member. Guardian also offered to schedule an onsite service appointment at no charge to ensure the system is now functioning properly. Mr. [redacted] declined all offers and stated that cancellation is the only resolution he will accept. Upon review of the above information, Guardian will accommodate Mr. [redacted]’s request to cancel his 24-hour monitoring. Mr. [redacted] will receive separate correspondence from Guardian providing details related to the termination of his monitoring services. However, because Mr. [redacted]’s contract is with Complete Home Security, not Guardian, he will need to communicate directly with Complete Home Security regarding the cancellation of his Agreement. Complete Home Security can be reached at: Complete Home Security and Services, LLC, [redacted].Thank you for providing Guardian with the opportunity to respond to Mr. [redacted]’s letter. Should you have any questions, please contact me at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

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

October 11, 2016 Revdex.comAttn: [redacted]k 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of...

Mr. [redacted]’s complaint.  Guardian values the opportunity to assist in facilitating resolution of his concerns.  Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on September 21, 2013 at which time Mr. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term is designated as thirty-six (36) months.  Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section D of Mr. [redacted]’s Agreement states, “THIS AGREEMENT WILL AUTOMATICALLY CONTINUE FOR SUCCESSIVE 12 MONTH RENEWAL TERMS, UNLESS WE RECEIVE A WRITTEN CANCELLATION NOTICE FROM YOU… AT LEAST THIRTY (30) DAYS PRIOR TO THE END OF THE TERM”. Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request.  Upon receipt of your letter, Guardian contacted Mr. [redacted] to provide the above explanation. During that conversation, Guardian agreed to cancel Mr. [redacted]’s account effective November 4, 2016. Mr. [redacted] expressed his satisfaction with this resolution.  Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted] Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

November 24, 2015
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’s concerns.
Upon receipt of your letter, Guardian researched Ms....

[redacted]’s account. As a result, Guardian discovered that an error had been made when preparing the paperwork to relocate Ms. [redacted]’s services from one location to another. Guardian immediately reached out to Ms. [redacted] and apologized for the error. In light of the error, Guardian has cancelled the account associated with [redacted], Maryland. Monitoring services at this location will be disabled effective November 21, 2015 per Ms. [redacted]’s request. As such, Ms. [redacted] will receive no further billing statements from Guardian relative to this location. Ms. [redacted] has expressed her satisfaction with this resolution.
Again, Guardian sincerely apologizes to Ms. [redacted] for the error and any inconvenience. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to continue providing security monitoring services at her other locations.
Thank you for the opportunity to resolve Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department

August 26, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Ms. [redacted]’ concerns.
Upon receipt of your letter, Guardian...

conducted a thorough review of Ms. [redacted]’ account. In a good faith effort to bring swift resolution to this matter, Guardian has waived the balance due pursuant to Ms. [redacted]’ request. Additionally, please allow this letter to confirm that Ms. [redacted] has been cancelled and she will receive no further billing statements from Guardian. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

From: H[redacted]Date: Fri, Jan 20, 2017 at 8:28 AMSubject: Re: Guardian Protection ServicesTo: [email protected]: [redacted]Re: Guardian Protection Services174 Thornhill RoadWarrendale, PA 15086###-###-####[redacted] My complaint against Guardian Protection Services has been resolved. I am fully satisfied. I have been compensated and the service has been corrected to my satisfaction. Thank you Revdex.com for your help in getting things moving. Please dismiss all negativities against Guardian Protection Service.  [redacted]

September 2, 2015
RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted] Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern. ...


Guardian apologizes to Mr. [redacted] for any confusion related to the refund of his accelerated billing payment upon cancellation of his account. Upon receipt of Mr. [redacted]’s complaint, Guardian reached out to him directly and explained that reimbursement is processed within 30-45 days after the account has been cancelled. In light of Mr. [redacted]’s complaint, Guardian did expedite his request and a refund was processed back to his credit card on September 1, 2015. Mr. [redacted] has expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

October 1, 2015
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Guardian has reviewed the subject account and offers the following information in response.
Our records indicate Ms. [redacted]’s...

landlord, [redacted] entered into a Residential Monitoring Agreement (“Agreement”) with Guardian to engage monitoring services for the apartment currently occupied by Ms. [redacted]. Our records further indicate that Ms. [redacted] contacted Guardian in March 2014 at which time she designated Ms. [redacted] as an emergency contact for the premises. At that time, Ms. [redacted] also designated a limited password for Ms. [redacted]’s use.
In September 2015, Guardian began receiving alerts from the security system which indicated a low panel battery. Pursuant to the instructions provided by Ms. [redacted], Guardian contacted Ms. [redacted] to alert her of a potential issue. Unfortunately, Ms. [redacted] could not verify the security password and, as such, Guardian was not able to comply with her requests to cease calls in response to the low battery alerts.
Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and explained Ms. [redacted]'s frustration with the calls generated in response to the low panel battery alerts. Ms. [redacted] informed Guardian that she would contact Ms. [redacted] directly and provide her with a limited password which would allow her to access and/or alter account instructions. During that conversation, Guardian also confirmed that a new panel battery had been mailed to the premises. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience.
Thank you for informing Guardian of this matter, Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

December 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 advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Ms. [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Upon receipt of Ms. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to remove the security equipment from Ms. [redacted]’s home and cancel Ms. [redacted]’s account. Based on this information, Guardian believes this matter to have been fully resolved by [redacted].  Should you wish to contact [redacted] directly, they may be reached at: [redacted] [redacted]  [redacted]  [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations