YMCA of Central Ohio

July 8, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian is a...

customer-focused organization and values the opportunity to assist in addressing her concerns.
While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted] to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. The subject sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]’s father, Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Ms. [redacted] indicates in her complaint that she wishes to cancel Mr. [redacted]’s account as he no longer resides at the monitored premises. Our records indicate Ms. [redacted] contacted Guardian on June 25, 2015 to make such request. Our records also indicate this was the first that Guardian became aware that Mr. [redacted] no longer lived in the premises or wished to cancel the account. Unfortunately, when Ms. [redacted] made the cancellation request she was unable to provide Mr. [redacted]’s security password and therefore no changes were made to the account. In a genuine effort to assist Ms. [redacted], Guardian’s representative informed her that the account cancellation could be processed upon Guardian’s receipt of a copy of the Power of Attorney for Mr. [redacted]. Guardian received the subject complaint shortly thereafter.
Guardian understands Ms. [redacted]’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Mr. [redacted].
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss this matter directly. Pursuant to that conversation, Ms. [redacted] provided Guardian with a copy of the Power of Attorney for Mr. [redacted]. As such, Guardian has agreed to process the cancellation of Mr. [redacted]’s account effective July 13, 2015. Ms. [redacted] has expressed her complete satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,

[redacted] Manager
Customer Service Department

Guardian Services, Inc. has not marketed security systems in the Fredericksburg market.  This customer apparently purchased a system from another company, probably Guardian Protection Services, Inc.  This is case 11826753. Please take off our file.

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]

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 complaint. This is horrible business practice and essentially allows Guardian to hijack the product and hold it ransom to their demands. An 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 software. Guardian 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 Guardian. Again, this is poor business practices. Being 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 monitoring. The 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 home. Without 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]

February 15, 2017 Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint.  Guardian values the opportunity to address and resolve his concerns.  Prior to receipt of the subject complaint, Guardian spoke to Mr. [redacted] on February 13, 2017...

at which time Guardian offered to reduce Mr. [redacted]’s initial term to fifteen (15) months, the time remaining in the initial agreement term for his previous home.  Mr. [redacted] accepted and expressed his satisfaction with this resolution.  Guardian would like to apologize to Mr. [redacted] for any confusion or inconvenience. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Mr. [redacted] for his business as well as his military service to protect our nation.   Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                             Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

February 12, 2016
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian...

values the opportunity to provide response and address the concern.
Guardian extends sincerest condolences to Mr. [redacted] and his family for their loss. Prior to receipt of your letter, Guardian discontinued all 24-hour monitoring and related services at Ms. [redacted]’ residence.
For background, Guardian’s records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated February 18, 2014. The initial term is designated as three (3) years with a maturation date of March 9, 2017.
Mr. [redacted] has expressed discontent related to the claim filed with Ms. [redacted]’ estate for the remaining initial term. The claim amount filed by Guardian is designated to be $397.16 representing thirteen (13) months remaining. Please understand that Guardian’s claim was filed in an effort to recoup costs and expenses associated with Ms. [redacted]’ account, not in an effort to make a profit. Additionally, the amount claimed by Guardian for the contract balance will not allow Guardian to reclaim the full costs associated with the account; it will only lessen Guardian’s losses.
Guardian apologizes to Mr. [redacted] for any confusion and remains hopeful that the above explanation has assisted to clarify this matter for him. Should Mr. [redacted] have additional questions or concerns, he may contact me directly at the below number. I will be happy to assist him further.
Thank you for allowing Guardian the opportunity to address this matter on behalf of Mr. [redacted]. Should you have any questions, I may be reached at [redacted].
Sincerely,
Sharon G[redacted], Credit Manager
Credit and Collections Department

May 3, 2016
 
RE:      [redacted] [redacted]
 
Dear Mrs. [redacted] 
 
Thank you for advising Guardian Protection
Services, Inc. (“Guardian”) of Mrs. [redacted]’s concerns. Upon receipt of your
letter, Guardian conducted a thorough...

review of her account and offers the
following information.
 
While Mrs. [redacted]’s complaint was directed to Guardian, it is
important to understand that Guardian is contracted by a separate and distinct
firm by the name of [redacted], to provide 24-hour monitoring services,
telephone customer support services and billing services for their customers. The
subject account is among those for which Guardian provides these services. Mrs. [redacted]’s sales transaction,
system installation and system activation process took place directly between [redacted] and Mrs.
[redacted];
Guardian was not present and was not involved in any portion of the sales or
system installation process. Further, Mrs. [redacted]’s contractual arrangement is with
[redacted], not Guardian. Guardian is simply an agent for
[redacted] to provide services for [redacted] customers as
described above. 
 
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not
control any [redacted]-to-[redacted] business activities or any internal policies or
procedures of [redacted], including security evaluations, sales
processes, installation practices or any other aspects of [redacted]’s business.
 
As
background, Guardian’s records indicate that Mr. Michael [redacted] initially engaged [redacted]’s services on
March 15, 2014, as memorialized in the Monitoring Agreement (“Agreement”).  The initial term of the Agreement is five (5)
years. The Agreement bears Mr. [redacted]’s signature.
 
On January 8, 2016, Mrs. [redacted] informed Guardian that
the [redacted]s were ready to transfer monitoring services from their former home to
their new residence. Guardian forwarded a new Agreement to Mr. and Mrs. [redacted] for
signature to memorialize the new site to be monitored.
 
Guardian subsequently made numerous attempts to
contact Mr. and Mrs. [redacted] to follow up regarding the status of relocation.
Guardian did speak with Mr. [redacted] on March 14, 2016 to discuss the status of his
account. During that conversation, Mr. [redacted] indicated he was ready to move
forward with relocation. Guardian’s representative informed Mr. [redacted] that
[redacted] would be contacting the [redacted]s directly to schedule onsite
service to install the new system.
 
On March 15, 2016, a Guardian supervisor reached
out to Mrs. [redacted] and left a voicemail message indicating that Guardian would
follow up with [redacted] to determine when relocation could be
scheduled.
On April 11, 2016, Guardian received communication
from [redacted] indicating that [redacted] had been trying to
reach Mr. and Mrs. [redacted] to schedule service. [redacted] further indicated
they had left a voicemail message for Mrs. [redacted] indicating service could be
scheduled for April 23, 2016. Guardian received the subject complaint shortly
thereafter.
 
Upon receipt of the complaint, Guardian tried to
reach Mr. and Mrs. [redacted] directly to discuss their concerns. Guardian left
voicemail messages for the [redacted]s; unfortunately the [redacted]s have not returned
Guardian’s messages to date.
 
Mrs. [redacted] has expressed concern related to her mailing
address on file at Guardian. Please allow this letter to confirm that the [redacted]s’
mailing address has been updated to their Pearland, Texas location. Guardian
apologizes for any confusion. Guardian has applied a credit to the [redacted]s’ account
equal to two (2) months of monitoring services for any inconvenience.
 
Guardian remains willing to assist Mr. and Mrs. [redacted]
in scheduling onsite service with [redacted] to relocate the [redacted]s’ security
system. [redacted] has authorized a lower monthly rate of $34.95/month
with three (3) months of services at no charge in exchange for relocation.  Alternatively, should Mr. and Mrs. [redacted] wish
to cancel their account, [redacted] has authorized a discount of the
early termination fee from $1,798 to $750. 
Guardian believes the above offers presented by [redacted] to be
fair and reasonable and remains hopeful that Mr. and Mrs. [redacted] will concur.
These offers are extended until close of business on May 31, 2016 after which
they will be rescinded.
 
Thank you for allowing Guardian
the opportunity to address and clarify this matter for all parties. Should you
have any questions, please contact me directly at ###-###-####, ext. [redacted]
 
Sincerely,
 Kathleen
V[redacted] Director
Account
Management Department

I would like to thank you and the Revdex.com for your help in solving the problem with Guardian Protective Services.

April 24, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [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 Mr. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Mr. [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 Mr. [redacted]’s letter, Guardian provided a copy to [redacted] in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to apply a credit to Mr. [redacted]’s account equal to three (3) months of monitoring services. The credit was applied on April 19, 2017. 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]. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

July 5, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ complaint. Guardian values the opportunity...

to respond and clarify this matter for all parties. For background, our records indicate that Mr. [redacted] initially engaged Guardian’s services on February 28, 2013 as memorialized in the Residential Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “This is a 60 (sixty) month Monitoring Agreement.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. On May 18, 2017, Mr. [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services. Guardian’s representative explained that ten (10) months remained in the initial term of Mr. [redacted]’ Agreement. Guardian’s representative further explained that the new homeowners could activate monitoring services under a new Agreement for the remaining term which would relieve Mr. [redacted] from further obligation. Alternatively, Mr. [redacted] could continue to remit timely monthly payments until he was eligible to cancel the account at the end of the initial term. Mr. [redacted] disputed the sixty (60) month term and stated he believed it to be only two (2) years. Guardian’s representative confirmed the initial term to be five (5) years and forwarded a copy of Mr. [redacted]’ Agreement to him via email for his review. Per Mr. [redacted]’ instructions, Guardian discontinued 24-hour monitoring services at the residence however Guardian informed Mr. [redacted] that billing would continue through the end of the initial term. On July 3, 2017, Mr. [redacted] contacted Guardian and advised that he had sold his home. Guardian’s representative confirmed that monitoring services had already been discontinued and that eight (8) months remained in the initial term of the Agreement. Mr. [redacted] disputed that Guardian would not cancel the account without further payment and requested to speak with a supervisor. Approximately two (2) hours later, a Guardian supervisor contacted Mr. [redacted] pursuant to his request. During that conversation, Guardian’s representative explained that in order to cancel the account prior to the end of the initial term, an early termination fee in the amount of $539.40 was required. However, in a genuine effort to assist Mr. [redacted], Guardian’s representative offered to accept a reduced early termination fee of $250. Mr. [redacted] accepted Guardian’s offer and remitted the sum of $250. Pursuant to Mr. [redacted]’ payment, Guardian will cancel Mr. [redacted] account and he will be relieved from all remaining obligation under the Agreement. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’ complaint. Should you have any questions, please contact me directly at ([redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

November 30, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [redacted] Dear Ms. [redacted]   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’s complaint. Guardian values the opportunity to respond and clarify this matter for all parties.  While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], 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. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.   Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Given that the nature of Ms. [redacted]’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]  [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

December 27, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [redacted] Dear Ms. [redacted]   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr....

[redacted]’s complaint.  Guardian values the opportunity to assist in facilitating resolution of his concerns.  Mr. [redacted] has requested the cancellation of his account.  Please note that prior to receipt of the subject complaint, Guardian spoke with Mr. [redacted] on December 15, 2016 and agreed to cancel the account and release Mr. [redacted] from all remaining obligation. An onsite service appointment was scheduled for and took place on December 21, 2016 at which time the security monitoring equipment was removed.   Upon receipt of your letter, Guardian reached out to Mr. [redacted] to ensure that all of his concerns have been addressed. Guardian has left several voicemail messages for Mr. [redacted] however Guardian has been unable to speak with Mr. [redacted] to date.    Please allow this letter to confirm that Mr. [redacted]’s account was cancelled effective December 13, 2016. As such, Guardian believes all of Mr. [redacted]’s concerns have been addressed and resolved.  Thank you for the opportunity to address this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted]. Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

August 16, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’s complaint. Guardian values the opportunity to address and clarify this matter for all parties.   Ms. [redacted]’s letter expresses dissatisfaction with the security monitoring equipment installed in her home. Ms. [redacted] has requested the cancellation of her account, as well as a refund of all funds paid to date. Upon receipt of Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account and offers the following information.  Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on June 23, 2016, at which time she executed a Monitoring Agreement (“Agreement”) in order to engage Guardian's services. 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 the separate and bolded clause which specifically 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. Ms. [redacted]’s security system was installed and activated on June 24, 2016.   In July 2016, Guardian contacted Ms. [redacted] to inform her of a signal received from the laundry room door which could indicate a problem with the sensor. Ms. [redacted] informed Guardian she felt the equipment was failing and requested the removal of the security system. Guardian offered to send a technician and an appointment was scheduled with a request to dispatch a technician at an earlier date if possible. A technician was dispatched that same day to Ms. [redacted]’s home however Ms. [redacted] declined to allow the technician access to her home unless he agreed to remove the security monitoring equipment.  Guardian subsequently spoke with Ms. [redacted] several times and offered to schedule onsite service at no charge to her to make any necessary repairs to her system. Ms. [redacted] has declined all offers of onsite service and has repeatedly requested that the security system be removed from her home. Guardian received the subject complaint shortly thereafter. Upon receipt of Ms. [redacted]’s letter, Guardian reached out to her directly to discuss her concerns. During that conversation, Ms. [redacted] stated she was very upset that Guardian’s technician came to her home on a date earlier than the scheduled service appointment date and declined all offers of onsite service. Ms. [redacted] reiterated her request that the equipment be removed and she be provided with a refund of $250.  With all due respect, Guardian cannot accommodate Ms. [redacted]’s request to cancel her account. Ms. [redacted] cites her desire to cancel is based on malfunctioning equipment however Guardian has not been provided the opportunity to conduct onsite service to inspect and repair the system.  Guardian recognizes that Ms. [redacted] suffered a traumatic experience in the past which is the reason she engaged Guardian to provide 24-hour security monitoring services. It is Guardian’s sincere desire to provide Ms. [redacted] with those services and to provide her with peace of mind that her family and her home are fully protected. To that end, Guardian remains willing to schedule onsite service at no charge to Ms. [redacted] and at a time that is convenience for her to fully test her system and make any necessary repairs. Additionally, Guardian will apply a credit to Ms. [redacted]’s account equal to three (3) months of monitoring services in a good faith effort to earn her trust in our services.  Alternatively, should Ms. [redacted] wish to cancel her account, she may do so by remitting the early termination fee as designated by the terms of her Agreement.  I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

July 24, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
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 inaccurate. There 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 agreement. Guardian 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 relocation. In order to qualify for this option, a new homeowner/tenant must activate services under a new agreement. In this instance, new services were not activated as the sale of Mr. [redacted] was not completed.
Guardian spoke with Mr. [redacted] on July 1, 2015 and relayed that Guardian had been informed the home purchase was not completed. Mr. [redacted] acknowledged this fact to be true and requested the amount due to simply cancel the account. Guardian’s representative explained the early termination fee to be $146.85 and Mr. [redacted] willingly remitted payment at that time.
Based on the above information, Guardian’s position on this matter has not changed. Mr. [redacted] remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premises. In 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 fee. Mr. [redacted] willingly remitted payment of the early termination fee in order to cancel his account. As such, Guardian respectfully declines to provide Mr. [redacted] a refund.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen [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 Guardian employee failed to mention the initial contract was signed around 2006 in which I signed a 60 month agreement. In 2011 I was contacted about an upgrade in technology which would allow us to use our alarm system using Smart phones. A tech came to my home and did the nessary changes but I was asked again to sign a SECOND 60 month agreement. If my math is correct $44 x 8 years  I have paid Guardian approx. $4224. Lisa contacted me and ask that I do a walk through of the house so she could best advise the protection needed for our new home. After the walk through I was ask to sign ANOTHER 60 month agreement and pay approx. $1100. I explained that was not within my budget. I was advised if I could find a better deal Guarding would attempt to match it. I was contacted by Guardian the next day and I explained that I was unable to pay any upfront cost. I was offered a striped down security option that would tie into the current system for around $44 per month. I  was then told I needed to sign a 60 month agreement. My remaining contract term is 17 months. I am willing to sign a 17 month agreement to fullfil my obligation to Guardian but I am not willing to sign a THIRD 60 month agreement. I explained to Guarding I am fine with them activating the new system with the stripped down version for 17 months. That will fullfil my contract.When I did sign the agreement in 2011 I was told over and over I could simply transfer my service. There was never any mention of taking on a THIRD long term contract.
Regards,
[redacted]

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]

July 27, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.
For...

background, Mr. [redacted]’s initial transaction with Guardian occurred on May 11, 2015, 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. Mr. [redacted]’s system was activated by Guardian on July 6, 2015.
On July 22, 2015, Mr. [redacted] requested the cancellation of his account stating he does not use the system. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and an early termination fee is required to cancel the account at the present time.
Shortly thereafter, Mr. [redacted] contacted Guardian again to dispute that monthly monitoring fees for July 2015 were drawn from his credit card as he was promised twelve (12) months of monitoring at no charge. Guardian’s representative explained that Mr. [redacted]’s sales paperwork had not yet been loaded into his account and he was unable to immediately confirm the terms of Mr. [redacted]’s sales transaction, however he promised to research and adjust the account appropriately. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint immediately thereafter.
Upon receipt of the complaint, Guardian reviewed the terms of Mr. [redacted]’s Agreement and confirmed the Special Conditions clause clearly states, “12 Months free monitoring.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian has applied a refund to Mr. [redacted]’s credit card for the payment drawn for July 2015. Guardian has also corrected Mr. [redacted]’s account to reflect twelve (12) months of monitoring at no charge.
Guardian spoke with Mrs. [redacted] on July 24, 2015 and offered the above explanation. In a good faith effort to earn Mrs. [redacted]’s satisfaction, Guardian also offered to waive the cost of the key fob ($162.38) which was invoiced to the [redacted]s’ account. Mrs. [redacted] reiterated the request to cancel the account and declined to entertain any resolution offered by Guardian which did not include cancellation without further payment.
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian has agreed to accommodate the [redacted]s’ request to cancel their account without further payment. Guardian has waived the balance due on Mr. [redacted]’s account and upon cancellation the [redacted]s will receive no further billing statements from Guardian.
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.   Mr. [redacted] has expressed discontent with his monthly monitoring rate and has requested a reduction by cancelling his Voicelink option. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accommodate Mr. [redacted]’ request. Upon cancellation of the Voicelink feature, Mr. [redacted]’ monthly rate will be reduced from $47.95 to $39.95. Guardian has left several voicemail messages for Mr. [redacted] to review this matter with him directly, however Guardian has been unable to speak with him to date. Guardian remains hopeful that the above gesture will completely satisfy Mr. [redacted]’ concerns.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted], ManagerCustomer Care Department

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 us, but will accept the 5 months credit they mentioned, if they feel obligated.
Regards,
[redacted]

February 22, 2017Dear Ms. [redacted]:  Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely regrets that a burglary event occurred at Ms. [redacted]’s home. Guardian takes such matters very seriously and appreciates the opportunity to...

rebuild Ms. [redacted]’s faith in our services.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to review the issues set forth in her complaint. During that conversation, Guardian’s representative apologized for Ms. [redacted]’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trust. To that end, Guardian’s representative offered to upgrade Ms. [redacted]’s system and add additional contacts (such as window contacts) as necessary all at no charge to Ms. [redacted] in exchange for a new 24-month monitoring Agreement with the first 24 months of monitoring to be provided at no cost to Ms. [redacted]. Ms. [redacted] accepted Guardian’s offer and expressed her complete satisfaction with this resolution.  Again, Guardian sincerely apologizes to Ms. [redacted] that her recent experience with Guardian was less than exemplary.  Guardian is committed to delivering the highest standards of customer service and is grateful to retain Ms. [redacted] as a valued customer.   Thank you for informing Guardian of Ms. [redacted]’s letter and assisting in facilitating resolution of her concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department