YMCA of Central Ohio

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

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

August 30, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:        [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of the above-referenced complaint. Guardian values the opportunity to address Mr. [redacted]’s concerns.   Mr. [redacted] has expressed discontent related to an invoice for recent onsite service and further asserts he was billed for time and material that he had already remitted through a mortgage roll-in.  Upon receipt of your letter, Guardian conducted a thorough review of the account. Guardian then contacted Mr. [redacted] directly. During that conversation, Guardian’s representative explained that only 30% of the cost of the equipment he selected for his new home was rolled into his mortgage, therefore he remains responsible for the remaining balance. Mr. [redacted] requested to return the equipment, however Guardian’s representative explained that used equipment could not be returned. Mr. [redacted] then requested to cancel his account due to the issues he experienced during installation, including placement of the security panel. Guardian’s representative reviewed with Mr. [redacted] that the account could not be cancelled absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.   Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Mr. [redacted] cited that he wished to cancel the account due to issues related to installation of the system, including placement of the security panel, however Guardian already addressed and rectified those issues in July 2016. At the present time, Guardian’s records indicate that all devices in Mr. [redacted]’s home are functioning properly. Should Mr. [redacted] have additional concerns related to his security equipment, Guardian would be pleased to schedule an onsite service appointment at no charge to him to evaluate those concerns. Mr. [redacted] has also stated that he wished to cancel the account as he could not afford the balance associated with the recent onsite service appointment. In a genuine effort to assist Mr. [redacted], Guardian is willing to accept payments of the current balance ($568.71) in five (5) monthly installments of $113.74 until the balance is paid in full. This gesture is presented by Guardian in an earnest good faith effort to assist Mr. [redacted]. This offer shall remain available to Mr. [redacted] until close of business on September 20, 2016 after which it will be rescinded.  Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]                                   ...⇄ 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, please see attached document stating my reasons for refusal. 
Regards,
[redacted] To Whom It May Concern:During the conversation on Jan 14, 2018, with Guardian Protection, my mother stated directly to them that she wished the service to be canceled. She’s never alone, so does not need the emergency response or the burglary alarm or smoke detector. A simple smoke and CO2 detector could be installed by myself. Guardian Protection’s response was that they would only cancel the contract with a cancelation fee of $1,500, which we don’t have. Guardian Protection then contacted my mother directly and attempted to negotiate a lower monthly payment to which my mom replied she would think about. Guardian called again and attempted to pressure my mom into signing a new contract with a lower monthly payment. She became confused and was unwilling to complete the signing process.This is unacceptable as my mother is heavily medicated and easily confused and exhausted. Guardian Protection has attempted to call again, but my mom was apprehensive to speak with them. I’ve had a talk with my mom and reminded her why we want the service canceled, not just lower monthly payments. She is in agreement with me, but the fact remains that Guardian refused to cancel the contract without the cancelation fee.Our expenses are mounting up. I’m doing my best to take care of my mom, but 24/7 care means I can’t work my job. We need every penny right now and paying for Guardian Protection’s services, which we neither need nor want, is literally taking food out of our mouths. As my mother and I have previously stated, we need the contract to be canceled due to her catastrophic illness and resulting expenses of her being bed ridden and needing 24/7 care.Sincerely, [redacted]

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

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

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

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

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

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

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

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

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

July 29, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has conducted a thorough review of Mr. [redacted] account including a review of the telephone interactions with Mr. and Mrs. [redacted]. (Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr. [redacted] additional comments.
Mr. [redacted] system was installed by Guardian on April 21, 2103. On April 23, 2015 at 2:37am (not April 22, 2015 as believed by Mr. [redacted]) Guardian received notification from the system indicating a potential communication issue from the garage windows. Guardian’s representative recommended onsite service and explained to Mrs. [redacted] that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier date. Mrs. [redacted] acknowledged her understanding and accepted an appointment for May 27, 2015.
Shortly thereafter, Guardian spoke with Mr. [redacted] on April 23, 2015 and explained that Guardian had reached out to possibly move the service appointment to an earlier date. Guardian’s representative stated he would research the new service date and ask someone to contact Mr. [redacted] with that information. Mr. [redacted] expressed satisfaction with this explanation. Please note, at no time during this conversation did Mr. [redacted] express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system.
On April 25, 2015, Guardian spoke with Mr. [redacted] who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, 2015. Guardian’s representative assured Mr. [redacted] that Guardian was working on having service rescheduled to an earlier date. In good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenience. Again, at no time during this conversation did Mr. [redacted] instruct Guardian to stop monitoring his security system. Guardian’s records indicate the Mr. [redacted] did not request the cancellation of his account until May 4, 2015.
Mr. [redacted] letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr. [redacted] assertions are inaccurate.
Mr. [redacted] sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultation. I did, however, speak directly with the technician who installed Mr. [redacted] system. The technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless device. Notwithstanding, the technician explained that all points of entry leading into the garage (i.e. the windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussion. Additionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panel. After providing explanation to Mrs. [redacted], the technician recommended installing motion sensors which would detect any intrusion from this exterior loft door. Mrs. [redacted] agreed with the technician’s recommendation and the motion sensors were installed accordingly. Based on the above information, Guardian finds Mr. [redacted] statement that the home was left unprotected to be false.
Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs. [redacted] and Mrs. [redacted] mother prior to departing the residence. Further, Mr. [redacted] installation was the only appointment scheduled for the technician on that date. At no time did the technician rush Mrs. [redacted] through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times.
As previously stated, Guardian incurred significant cost in Mr. [redacted] home by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recover its investment over the sixty (60) month term of Mr. [redacted] Agreement. It is unreasonable for Mr. [redacted] to expect Guardian to simply cancel his account without further payment.
The terms of Mr. [redacted] Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $750 plus all amounts currently due. That amount is currently designated to be $2,919.00. In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Guardian believes this offer to be more than fair. This offer shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Alternatively, the following proposal remains available to Mr. [redacted] until close of business on August 19, 2015 as well.
1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].
2) Guardian will install commercial grade sensors on the steel door.
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.
6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.
Thank you for allowing Guardian to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew [redacted] Manager
Customer Service Department

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

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

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

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

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

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

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

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

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

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

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

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

October 26, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of...

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

November 21, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:        [redacted] – ID #[redacted] Dear Ms. [redacted]   Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Ms. [redacted]’s concerns.  Guardian welcomes the opportunity to provide response and facilitate resolution.  For background, please note that the subject security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of the transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction.   Ms. [redacted] has requested the cancellation of the subject account on behalf of [redacted], the account holder.  Prior to receipt of the subject complaint Guardian had processed cancellation of this account effective December 1, 2016.  Upon receipt of your letter, Guardian reached out to Ms. [redacted] to relay this information.  Ms. [redacted] expressed her satisfaction with this resolution.  Guardian extends its apologies to Ms. [redacted] and Ms. [redacted] for any confusion or inconvenience.  Thank you for allowing Guardian the opportunity to respond to this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         Sincerely,                                   ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

June 10, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to address this matter.
Guardian sincerely apologizes...

to Mr. [redacted] for any inconvenience related to his recent onsite service appointments. In light of Mr. [redacted]’s recent experiences, Guardian has agreed to provide and install an SVR unit and a thermostat at no charge to Mr. [redacted] and for no additional fee to his monthly rate. Mr. [redacted] has accepted Guardian’s offer and expressed his satisfaction with this resolution.
Guardian is currently working with Mr. [redacted] to schedule onsite service to install the above-referenced devices. Please be assured that Guardian will continue to work closely with Mr. [redacted] to ensure that onsite service is conducted and this matter is finalized in a timely manner. Guardian appreciates the opportunity to regain Mr. [redacted]’s trust in the services we provide.
Thank you for allowing Guardian to address Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

March 15, 2016
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Upon receipt...

of your letter, Guardian contacted Mr. [redacted] to address his concerns directly. During that conversation, Guardian’s representative explained that Mr. [redacted] did not subscribe to Guardian’s Extended Repair Agreement and, as such, all onsite service is billable at Guardian’s standard service rates, plus the cost of parts. Guardian’s representative further explained that the $650.86 invoice received for onsite service represented the cost for the new panel plus labor costs. Guardian also confirmed that Mr. [redacted] was not billed for the return service appointment. In a genuine effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account in the amount of $218.53, waiving the cost of labor plus tax for the onsite service appointment. Guardian’s representative also confirmed that a credit of $55.99 was applied to the account on February 8, 2016, and an additional credit of $55.99 was applied to the account on February 24, 2016. Finally, Guardian’s representative offered to send Mr. [redacted] a copy of his A/R history to explain how the credits were applied to the account. Mr. [redacted] accepted the credits and the offer to forward a copy of his A/R history.
Based on the above information, Guardian believes this matter has been resolved to Mr. [redacted]’s satisfaction.
Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department