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]

May 24, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ third letter dated May 24, 2017. Guardian offers the following information in response. As a standard practice, Guardian offers various promotions which are verbally presented to a customer over the telephone. These promotions are not always presented in writing, nor are they required to be. The verbal promotion offered to Ms. [redacted] on July 25, 2016 falls into this category. Guardian does not possess any documentation confirming the 6-month promotion offered to Ms. [redacted], nor is Guardian required to present this promotion in writing. This promotion was simply provided as a gesture of good faith. Ms. [redacted] asserts that Guardian has not provided her evidence that she received all 6 monthly discounts, despite making multiple requests. Respectfully, Ms. [redacted]’ assertions are inaccurate. Guardian previously provided to Ms. [redacted] on several occasions a copy of the AR history printout from her account which outlines that Ms. [redacted] received all 6 monthly discounts. A copy of that printout is attached hereto again for your reference with the following explanation: Month 1 ($24.79) reflects 44 days of service (8/8/16 – 9/20/16) which is why the bill is higher than the normal monthly rate, however the first month was still billed at a 50% discount. Month 2 was billed at $17.47 for 30 days of service. Ms. [redacted] remitted payment for Month 1 ($24.79) and Month 2 ($17.47) at the same time in one (1) payment. That amount paid was 42.46. Months 3 through Months 5 were billed at $17.47 for 30 days of service. These payments were made electronically through Ms. [redacted]’ EZPay enrollment. Month 6 was erroneously billed at the full rate of $34.95 for 30 days of service. A payment of $34.95 was electronically made on 1/21/17 through Ms. [redacted]’ EZPay enrollment prior to Guardian being notified of the error. After receiving the payment, Guardian corrected the billing error by applying a credit to the account on 1/23/17. As a result, Ms. [redacted]’ account reflected -$17.47 balance due. In other words, Ms. [redacted] had an account credit. Month 7 was assessed at the full rate of $34.95, however due to the account credit, only $17.48 was due to be paid. Ms. [redacted] logged into her Guardian account and made that payment of $17.48 on March 14, 2017. Based on the above information and the attached AR History, Ms. [redacted] has been provided with all 6 discounts as promised at the time of sale. With the 50% discounts, Ms. [redacted] was billed $112.14 for 6 months of service. Had Ms. [redacted] remitted the full rate of $34.95 for those first 6 months, she would have been billed $209.70. Ms. [redacted] received a savings of $97.56 as a result of the promotion. Finally, please note that Ms. [redacted] is not required to speak directly with Lorena, the Loyalty representative who has been reaching out to assist her. Any Loyalty representative will be able to assist Ms. [redacted] should she wish to call at her convenience. Again, our Loyalty Department is available Monday through Friday from 7:30am – 10:00pm, Saturday from 8:00am – 10:00pm, and Sunday from 8:00am – 5:00pm, EST. The telephone number is [redacted]. Guardian has made every reasonable effort to provide explanation and address Ms. [redacted]’ complaint. I am hopeful the above information is sufficient to close the complaint filed through the Revdex.com. Should you have any questions, please contact me directly at [redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

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


For background, Ms. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] [redacted] Security, Inc. ([redacted]”). As such, all aspects of Ms. [redacted]s sales transaction took place directly with [redacted] not Guardian. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]s services and subsequent billings.
Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate Ms. [redacted]s initial transaction with [redacted] occurred on August 29, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside Section E of the Agreement which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
After engagement of [redacted]’s services, Ms. [redacted] received three (3) full business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is explained in Section K of Ms. [redacted]s Agreement. [redacted] did not receive Ms. [redacted]s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]s system was installed and activated by [redacted] on August 29, 2014.
In May 2015 with fifty-three (53) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative requested that [redacted] contact Ms. [redacted] directly to discuss relocation further. Guardian’s records indicate [redacted] spoke directly to Ms. [redacted] on May 12, 2015.
Guardian had no further contact with Ms. [redacted] related to relocation from the monitored premises until January 16, 2016. At that time, Ms. [redacted] informed Guardian that she had moved and was unable to relocate monitoring services. A Guardian representative made several attempts to contact Ms. [redacted] to discuss the status of her account and relocation however Guardian was unsuccessful in reaching her.
On March 15, 2016, Mr. [redacted] contacted Guardian and advised that he and Ms. [redacted] had moved from the monitored premises and did not wish to relocate services. Mr. [redacted] further stated that the [redacted] sales consultant indicated the initial term to be month-to-month. Guardian’s representative explained that a month-to-month contract is not offered by Guardian or [redacted] and forwarded a copy of the Agreement to Mr. and Ms. [redacted] for their reference. Guardian received the subject complaint shortly thereafter.
Ms. [redacted] has expressed dissatisfaction related to her sales transaction with [redacted]. Guardian apologizes to Ms. [redacted] for her expressed discontent. Guardian was not present during Ms. [redacted]s sales consultation and, as such, has no knowledge of the details surrounding her sales meeting with [redacted]. Upon learning of Ms. [redacted]s dissatisfaction, Guardian conducted a thorough review of her account. As a result, Guardian found no record of Ms. [redacted] informing Guardian of any discontent regarding her sales transaction with [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative presented several options to Ms. [redacted] in a genuine effort to assist her in fulfilling her obligation under the Agreement. More specifically, Guardian offered to relocate Ms. [redacted]s security system to her new home, or to transfer the remaining term to a friend or family member. Guardian also indicated that should the new homeowner elect to activate services under a new monitoring agreement that Ms. [redacted]s obligation would be relieved. Ms. [redacted] declined the above options. In a good faith effort to assist Ms. Santucci, Guardian’s representative offered to accept a reduced early termination fee and further offered to accept payment in monthly installments until paid in full. Ms. [redacted] accepted Guardian’s offer to remit monthly payments of a reduced early termination fee.
Thank you for informing Guardian of Ms. [redacted]s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
Kathleen V[redacted] Director
Account Management Department

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.Yes I informed Guardian that I was going to work directly with [redacted] concerning the door bell issue due to them not honoring the warranty and the fact that the technicians never having the item stocked on there work truck as previously guaranteed.  As far as the bill/balance due on the account I was informed that a supervisor named Allen that he was going to monitor my account and once every and all issues have been addressed and resolved he was going to contact me and discuss what was able to be done regarding our bill. I have recently been contacted by Guardian and informed that Allen is either no longer in that department or no longer with the company. I was guaranteed that a new supervisor would review my entire account and contact me to try to come to a resolution in which has yet to occur. If the company would actually replay all phone conversations and review all email correspondence between myself and them maybe at that time will they realize what was offered to me and correct theses issues
Regards,
[redacted]

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

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.
I spoke with Robert W[redacted] @ ###-###-#### the General Manager who agreed that I will be given a refund and out of my contract after he came into my showroom and reviewed what happened and agreed that Guardian "misspoke" and lied. I want out of my contract and I want my money back. Your company lied to me. THe represenative [redacted] came with him and agreed that he misspoke as well. I have recorded phone calls of this. I have documentation that your sales team TOLD ME DIFFERENTLY! 
Regards,
[redacted]

October 18, 2016 Revdex.comAttn[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [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 clarify this matter for all parties.  Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account and all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Mr. [redacted]s initial transaction with Guardian occurred on December 7, 2010 at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months.  On April 29, 2015, Guardian spoke with Mrs. [redacted] and reviewed with her that her security equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4G. Guardian’s representative offered to replace the equipment at no charge to Mr. and Mrs. [redacted] in exchange for execution of a new 44-month agreement. Guardian’s representative explained to Mrs. [redacted] that a Residential Addendum outlining the 44-month initial term and monthly rate would be forwarded to Mr. and Mrs. [redacted] via email for them to review and electronically execute. Mrs. [redacted] acknowledged her understanding and scheduled the upgrade to take place on June 20, 2015.   The following day on April 30, 2015, Mr. [redacted] contacted Guardian to verify that the telephone call between Guardian and Mrs. [redacted] on April 29th was valid. Guardian’s representative confirmed that Mr. [redacted]s security equipment did indeed require an upgrade to the 4G network and confirmed the service appointment scheduled for June 20, 2015. Mr. [redacted] indicated that he had not yet received the email from Guardian which contained the new Residential Addendum. Guardian’s representative explained that Mr. [redacted] should receive the electronic document within the next several days.  Guardian’s records indicate the Residential Addendum was emailed to Mr. [redacted] on April 30, 2015 at 5:05pm EST. Guardian’s records further indicate that Mr. [redacted] electronically accessed the document by entering his security password on April 30, 2015 at 5:21pm EST. The document was electronically signed by Mr. [redacted] and emailed back to Guardian on April 30, 2015 at 5:22pm EST. Mr. [redacted]s system was upgraded as scheduled on June 20, 2015.  On July 20, 2016 with thirty-three (33) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Residential Addendum and was ineligible to cancel the account. Guardian’s representative further explained that Mr. [redacted] could transfer services to his new home, or that the new homeowner could activate services under a new agreement which would relieve Mr. [redacted] from any remaining obligation. Mr. [redacted] stated that he was building a new home which would not be complete for several months. Guardian’s representative offered to freeze billing on the account for up to six (6) months to allow Mr. [redacted] time to complete construction on his new home. Mr. [redacted] wished to consider options and follow up at a later date.  On July 25, 2016, Mr. [redacted] contacted Guardian and requested that monitoring services be discontinued at the premises. Pursuant to his request, Guardian placed the system out of service effective August 4, 2016, however informed Mr. [redacted] that billing would continue through the end of the initial term.  On August 29, 2016, Guardian spoke with Mrs. [redacted] to inquire about the status of relocation. Mrs. [redacted] indicated she had received an offer from a competitor with a lower monthly rate. Guardian offered to match the competitor’s rate in exchange for a new thirty-six (36) month agreement.  Mrs. [redacted] requested time to consider the offer.   Guardian spoke with Mr. [redacted] several times in September 2016 regarding the status of his account. Mr. [redacted] disputed receipt of billing statements after moving from the monitored premises. Guardian presented several options to Mr. [redacted] in an effort to assist him in fulfilling his obligation under the Agreement however Mr. [redacted] declined all options. Guardian later spoke with Mr. [redacted] on October 5, 2016 and again explained that billing will continue through the end of the initial term. Mr. [redacted] requested no further telephone calls from Guardian. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian explained that the remaining term is related to the Upgrade Addendum which Mr. [redacted] executed on April 30, 2015 for the 2G/4G upgrade. Mr. [redacted] did not recall the document and Guardian offered to send a copy to him.  After forwarding the document to Mr. [redacted], Guardian made several attempts to reach Mr. [redacted] to ensure he received the Residential Addendum and to discuss this matter further. To date, Mr. [redacted] has not returned the telephone messages left for him by Guardian. Mr. [redacted]s letter states he was unaware he was extending the term of his Agreement upon upgrading his security equipment in April 2015. Respectfully, Guardian finds this statement to be inaccurate. Our review into Mr. [redacted]s account revealed that Mrs. [redacted] verbally acknowledged the 44-month term during the telephone conversation with Guardian on April 29, 2015.  Further, the Residential Addendum executed by Mr. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for 44 months hereafter.”  Based on the above information, Guardian is respectfully unable to cancel Mr. [redacted]s account without further payment. Notwithstanding, in a good faith effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $700 to cancel Mr. [redacted]s account. This offer is extended to Mr. [redacted] until close of business on November 18, 2016 after which the offer will be rescinded. Guardian believes this offer to be fair and reasonable and remains hopeful Mr. [redacted] will concur.   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

RE:      [redacted], Case #[redacted] Dear Ms. Cook:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ additional concerns. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Mr. [redacted] disputed the most recent work order and requested that it be removed from his record, further stating that he did not authorize the electronic signature on the document. Guardian’s representative explained that the work order cannot be removed from the file as it details the scope of work completed during the onsite service visit and authorizes the work to be completed. Guardian’s representative also explained that the service fees related to the work order have been waived, however Mr. [redacted] reiterated his opposition to the work order even though he was not charged for services.  Guardian’s representative also reviewed with Mr. [redacted] his concerns related to the [redacted] unit. Mr. [redacted] acknowledged his understanding that the [redacted] device is outside of the warranty offered by Guardian and declined to schedule an onsite service appointment through Guardian as it would not be conducted at no charge. Mr. [redacted] reiterated that he is working directly with [redacted] to replace the unit as [redacted] will replace the device at no charge under their own warranty.  Mr. [redacted] further acknowledged his understanding of the current balance due on the account and that Guardian will not extend any further credits.  At the conclusion of the conversation, Guardian’s representative inquired how we could resolve Mr. [redacted]’ concerns. Mr. [redacted] reiterated his dissatisfaction with the work order, however stated he desired no further assistance.   I am hopeful the above information has assisted to clarify this matter for all parties.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Care Department

May 10, 2016 Re: ID #[redacted] - Guardian Protection Services Inc. Subj: Rejection of company's response Dear Revdex.com: Please accept this letter as our (my wife and I) rebuttal to Guardian Protection Service's letter dated April 14, 2016. Manager Andrew A[redacted] states that our account came to guardian by way of [redacted] However, it was a representative from Guardian who came to our door with the sales pitch and terms of agreement. Advertising director, [redacted], identified himself with guardian and gave us his business card which clearly identifies him as a representative with Guardian Protection Services, and not [redacted]. Once we accepted the verbal terms, [redacted] came and performed the installation. I will include a picture of the mentioned business card. Therefore, Mr. A[redacted]'s very first claim is false. Mr. A[redacted] also states that our home is monitored because it is transmitting signals correctly. However, he did not address the fact that we accidently set off our alarm, did not turn it off in required amount of time and we did not receive a single call regarding our house alarm activation during a nonscheduled "test". By any definition, that is not properly monitoring when the monitoring company does not call the primary or secondary numbers on file to inquire about an unscheduled alarm activation. Additionally, regarding the service request on January 9, 2016, this was a thermostat issue. There were times we could not turn on the heater during very cold nights. I requested a replacement thermostat. The representative came out and took my 25 dollar service fee and turned on our heater, which did work from time to time, and stated it is working so there is no way for him to diagnose the problem. He left and several more night went by when the thermostat would not work for no apparent reason. So on January 21, 2016 I called out of frustration to cancel our services with Guardian. Finally, on March 28, 2016, during a cold spell in our area, our thermostat had finally quit working. This is of course after multiple complaints regarding our thermostat malfunctioning. However, this time the Z-wave thermostat went blank and we could not turn on the heater at all. At this time, the outside temperature was high 20's and low 30's. I explained we had no heater and our house was already cold inside with our 3 children and 3 dogs. Their resolution was to schedule a service appointment 4 days later! I had to pay an HVAC representative to come fix our issue temporarily so we could keep our children and pets from freezing to death in our home. When Guardian showed up 4 days after I paid somebody to fix it and did not show up with the replacement touch pad, he "relearned" the touchpad and said it's fixed. When I stated‘this has been an ongoing issue and asked where the replacement touchpad was he replied that dispatch did not mention to bring one. I called Guardian to specifically replace our continuously malfunctioning thermostat, yet they send a representative to my home with nothing more than a screwdriver. Therefore Mr. A[redacted]'s understanding of that most recent is inaccurate. To say the least. After filing the complaint with Revdex.com, I was contacted before I left town by "Allan, ext. 12394" on April 4, 2016. I explained the situation and gave a background description of multiple complaints, including our inability to cancel the contract during our 3-day grace period to no fault of our own. He gave me his email and asked that I forward my documentation. Mr. A[redacted] claims that that they have not received any documentation per that phone conversation. However, I sent the email to the provided email with all the documentation that same day, April 4,   2016 at 7:12 PM. Since my email did not come back as "undeliverable" I feel very confident that they did in fact receive my email and this was nothing more than a company trying to save their reputation through accusations and declaring the customer as a liar. This experience is a clear indication why no potential customer should ever get involved with Guardian Protection Services Inc. Lastly, and which I feel is the most relevant to this entire complaint is the fact that we not allowed or offered the opportunity to cancel our contract during our given 3-day period. We made every effort to cancel during that period and was told we had to cancel through the representative that sold us the contract. This representative, with the business card identifying him as a Guardian representative (Taylor Merrell), was conveniently unavailable during the 3-day grace period. We made numerous attempts, that are well documented and now in the hands of Guardian representatives to contact the representative within the first 3 days to no avail. Once Taylor did return conversation he told us the grace period has now passed and it's too late. Regardless of a difference of viewpoints between customer and company, we provided correct documentation to clearly support our claim regarding our effort to cancel during the grace period and were unable to no fault of us, the customer. This poor customer service should not fall back on the customer nor their bank account. This contract should by all rights be null and void from the beginning. Any questions please feel free to give me a call. Thanks for your patience and understanding.Sincerely,[redacted]###-###-####

November 19, 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 address Mr. [redacted]’s concerns.
Mr. [redacted] has requested that Guardian...

waive the costs associated with onsite service conducted at his home on July 29, 2015. Upon receipt of your letter, Guardian spoke with Mrs. [redacted] and apologized for any confusion or inconvenience. Guardian’s representative explained to Mrs. [redacted] that normally the cost to replace a device so far out of warranty cannot be waived. Notwithstanding, in a good faith effort to resolve the [redacted]s’ concerns, Guardian’s representative offered to apply a credit to the account for the onsite service conducted on July 29, 2015. Guardian’s representative also offered to replace the brass device with a white device and have it installed at no charge. Mrs. [redacted] accepted. Accordingly, Guardian conducted onsite service at the [redacted] residence on November 18, 2015 at which time the brass intercom was replaced with a white intercom at no charge. Subsequent to the onsite service appointment, Guardian spoke with Mr. [redacted] who expressed his satisfaction with the installation of the device and with Guardian’s resolution to his concerns.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

October 4, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Mr. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Mr. [redacted]. Please note that AMP 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 AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Mr. [redacted]’s letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of his concerns. In response, AMP provided Guardian with the following information: AMP reviewed the telephone interactions referenced by Mr. [redacted] in his letter. AMP has determined that the AMP Supervisor conducted herself in a professional manner and informed Mr. [redacted] that the call would be disconnected if verbal attacks continued. AMP has also reviewed Mr. [redacted]’s concerns related to the tax added to his monthly monitoring fee. AMP explained that Mr. [redacted]’s Agreement clearly sets forth that other fees are attached to the base monthly monitoring rate. Notwithstanding, AMP is willing to lower the monthly rate in order to maintain the agreed upon price and satisfy Mr. [redacted]. Finally, AMP remains willing to schedule onsite service inspect and repair the system. Due to Mr. [redacted]’s frustrations, AMP has applied a credit to Mr. [redacted]’s account equal to one (1) month of monitoring services. Based on the above information, AMP has respectfully declined Mr. [redacted]’s request to cancel the account. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at: [redacted] [redacted].Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

May 23, 2017 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 appreciates the opportunity to assist Mr. [redacted] in facilitating resolution of his concerns.   Mr. [redacted] has expressed discontent related to the camera equipment installed in his home. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted] directly and scheduled onsite service for May 15, 2017. Onsite service was completed as promised on May 15th at which time the technician reprogrammed the camera to Mr. [redacted]’s modem, tested operations, and adjusted the picture quality. Please note, the service visit was conducted at no charge to Mr. [redacted]. Following the service appointment, Guardian spoke with Mrs. [redacted] who confirmed that all issues have been resolved to the [redacted]s’ satisfaction.   Guardian apologizes to Mr. and Mrs. [redacted] for any inconvenience. In good faith, Guardian has placed a credit to Mr. and Mrs. [redacted]’s account equal to one (1) month of monitoring services.  Guardian values Mr. and Mrs. [redacted] as our customers and appreciates the opportunity to resolve this matter on their behalf.  Thank you for informing Guardian of Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at [redacted].  Sincerely, William K[redacted], ManagerCustomer Care Department

October 21, 2015
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 complaint. Guardian...

welcomes the opportunity to provide response and facilitate resolution of Mr. [redacted]’ concerns.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’ account including all telephone interactions. (Please note, due to the nature of Guardian’s business, all telephone calls are recorded.) Guardian offers the following information in response.
Our records indicate that Mrs. [redacted] contacted Guardian in July 2015 to request the cancellation of the account in order to engage an alternate security provider. Guardian’s representative informed Mr. and Mrs. [redacted] that a thirty (30) day written cancellation notice was required. Guardian also informed Mr. and Mrs. [redacted] that their account reflected a balance due of $59.99 for which payment was required.
Guardian subsequently left seven (7) voicemail messages for Mr. and Mrs. [redacted] to follow up regarding the written authorization required to cancel their account. Guardian received no contact from Mr. or Mrs. [redacted] until September 10, 2015 at which time Mrs. [redacted] disputed the balance due on the account. Guardian received no further contact from Mr. and Mrs. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Mr. and Mrs. [redacted] and obtained the written authorization to cancel their account. Accordingly, the account was cancelled effective October 16, 2015. Additionally, in good faith, Guardian waived the balance due on the account. Mr. and Mrs. [redacted] have expressed their satisfaction with this resolution.
Guardian apologizes to Mr. and Mrs. [redacted] for any confusion related to the cancellation process. Guardian regrets losing them as valued customers and hope that they will consider using Guardian again in the future.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

July 5, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [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]’s concerns. For background, please note that Ms. [redacted]’s security system was sold and installed by an authorized dealer of Guardian known as AMP Security, LLC (“AMP”). All aspects of Ms. [redacted]’s sales transaction took place directly with AMP; Guardian was not present during the sales transaction or system installation. AMP is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by AMP. Guardian’s records indicate Ms. [redacted] initially engaged AMP’s services on May 23, 2014 at which time Ms. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement.”) The initial term was designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials next to the separate section which states, “The initial term of this Agreement is sixty (60) months.” Our records indicate Ms. [redacted]’s system was activated by AMP on May 23, 2014.On October 15, 2016, Ms. [redacted] requested the cancellation of her account as she did not use the system. Guardian’s representative explained that the initial term did not mature until May 2019 and that an early termination fee of $750 was required to cancel prior to that date. Ms. [redacted] disputed the early termination fee and stated the AMP sales representative had indicated she could cancel the account at any time. Guardian received no further contact from Ms. [redacted] until June 26, 2017 at which time she requested the cancellation of her account for financial reasons. Guardian’s representative explained that Ms. [redacted] was ineligible to cancel the account absent payment of an early termination fee. In a genuine effort to assist Ms. [redacted], Guardian’s representative offered to temporarily reduce the monthly payment from $60.99 to $39.99, or to apply a one-month credit to the account. Ms. [redacted] accepted the monthly credit which Guardian applied that same day. Guardian received the subject complaint shortly thereafter. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly. In an earnest effort to earn Ms. [redacted]’s satisfaction, Guardian offered to reduce her monthly monitoring rate from $60.99 to $39.99 until the end of the initial term. Alternatively, Guardian offered to accept a drastically reduced early termination fee of $375 to cancel the account. Ms. [redacted] expressed that she wished to consider the offers and would contact Guardian with a decision. Respectfully, Guardian is unable to simply cancel Ms. [redacted]’s account without further payment. Notwithstanding, it is Guardian’s sincere desire to resolve this matter for Ms. [redacted]. Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. As such, these offers shall remain available to Ms. [redacted]. Should Ms. [redacted] wish to discuss these options further, she may contact Guardian at her convenience. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

May 22, 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....


Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records in response to Mr. [redacted]’s complaint and offers the following in response.
Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on February 20, 2015 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as sixty (60) months. Mr. [redacted]’s system was activated on March 7, 2015.
A Notice of Cancellation form was also provided at the time of sale which served to document that Mr. [redacted] received three (3) full business days to review and cancel his transaction with no further obligation.
Mr. [redacted] asserts that he submitted the Notice of Cancellation form to Guardian within the designated timeframe to cancel his transaction. Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone calls with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Respectfully, Guardian could find no record of receiving the executed Notice of Cancellation form from Mr. [redacted] until receipt of the copy attached to his Revdex.com complaint. Additionally, a review of the telephone interactions with Mr. [redacted] found no record of Mr. [redacted] verbally informing Guardian that the form had been submitted for processing.
Guardian first became aware of Mr. [redacted]’s desire to cancel his 24-hour monitoring services on April 6, 2015 at which time he contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained within the 60-month initial term of his Agreement and that an early termination fee was required to cancel the account at the present time.
Guardian spoke with Mr. [redacted] again on April 9, 2015 and confirmed the early termination fee amount required to cancel Mr. [redacted]’s transaction. In lieu of remitting the early termination fee, Mr. [redacted] informed Guardian that he wished to continue making monthly payments until the contract was fulfilled. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.
Upon receipt of Mr. [redacted]’s letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative explained that an investment had been made in Mr. [redacted]’s home to which Guardian had not been provided the opportunity to recover. Notwithstanding, in a good faith effort to bring swift resolution to Mr. [redacted]’s concerns, Guardian offered to accept a drastically reduced early termination fee in the amount of $550 which would allow Guardian to recover costs only. Mr. [redacted] accepted Guardian’s proposal. Upon receipt of Mr. [redacted]’s payment of the early termination fee, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation.
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,
[redacted] Manager
Customer Service Department

April 26, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[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 clarify this matter for all parties. For background, Mr. [redacted]’s initial transaction with Guardian occurred on June 21, 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 designated as a period of sixty (60) months.   On April 21, 2017 with twenty-seven (27) 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 home. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. 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 for the remaining term which would relieve Mr. [redacted] from further obligation. Mr. [redacted] disputed the information provided to him and stated that Guardian’s sales representative verbally promised the Agreement could be cancelled at any time. Mr. [redacted] requested to speak with a Guardian supervisor. Approximately twenty (20) minutes later, a Guardian supervisor reached out as promised and spoke to Mr. [redacted]’s wife, Ms. [redacted]. During that conversation, Guardian’s representative confirmed that the terms of the Agreement signed by Mr. [redacted] clearly define the initial term to be five (5) years. Guardian’s representative also confirmed that Mr. [redacted] verbally acknowledged his understanding of the five (5) year term during a recorded telephone call with Guardian. Guardian’s representative explained to Ms. [redacted] that Guardian made a significant investment in her home by installing expensive security equipment in exchange for a minimum installation fee of $99 and with the expectation to recover the investment over the five (5) year term of the Agreement. Guardian has not been provided the opportunity to recover that investment which is why an early termination fee is required. In a genuine effort to bring this matter to swift resolution, Guardian offered to accept a drastically reduced early termination fee of $500 (originally $1,213.00) to cancel the account. Ms. [redacted] declined Guardian’s offer and requested a callback from another Guardian supervisor. Guardian received the subject complaint shortly thereafter.  Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] to discuss this matter further. During that conversation, Guardian agreed to further reduce the early termination fee to $350 to cancel the account and release Mr. [redacted] from all remaining obligation. Accordingly, Guardian electronically forwarded documentation to Mr. [redacted] for his signature which will authorize Guardian to cancel the subject account. Upon Mr. [redacted]’s return of the executed document and payment of $350, Guardian will terminate all monitoring services. This offer shall be extended to Mr. [redacted] and Ms. [redacted] until close of business on May 24, 2017 after which it will be rescinded and Guardian will reserve the right to pursue full payment under the terms of the Agreement.  Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at [redacted].                            Sincerely,                                   ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

June 23, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the...

opportunity to respond to Mr. [redacted]s concerns. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Mr. [redacted]. AMP 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 AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Mr. [redacted]s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of his concerns. As a result, AMP has placed a credit to Mr. [redacted]s account equal to three (3) months of monitoring service (two months as promised at the time of sale and an additional month for any inconvenience.) Based on this information, I believe the concerns set forth in Mr. [redacted]s complaint have been fully resolved. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, 1261 [redacted].Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

January 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 complaint. Guardian...

welcomes the opportunity to address Mr. [redacted]s concerns.
For background, please note that Mr. [redacted]s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present during any aspect of the sales transaction or system installation with Mr. [redacted]. [redacted] is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by [redacted].
Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly. In a genuine effort to earn Mr. [redacted]s satisfaction, Guardian agreed to reduce his monthly monitoring rate from $40.99 to $34.95 for the remaining fourteen (14) months in his initial term. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.

Thank you for assisting Guardian in resolving this matter with Mr. [redacted]. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[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.
Interesting response.  It is accurate but the rep is trying to keep my business and although I filled out the forms he said that he would still like to work something out.  Sounds like this person and the rep I am speaking with at Guardian aren't communicating.  I DO NOT consider my complaint resolved NOR do I think they handled any of this correctly.  Per my signed request that they have received and acknowledged, I want to discontinue service with them. I wanted money back from December until minus the free month they had already credited but obviously they looked right over that.  This is an unsatisfactory ending to my complaint but it appears that my problems are falling on deaf ears.
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.
There are many concerns with this response. Why was I billed for 44 days of service and charged for 2 months at one time? If the billing period runs from the 20th of the month to the 21st of the following month, where did I allegedly received 50% off-what price?? This response confirms, as I have consistently stated, that Guardian did in fact overcharge me. In reality, without calculating any of the math required, 35.95 per month for 6 months is $209.70. If was promised 50% off of that price, the maximum I should have been charged ($209.70*.5) is $104.85. Guardian has advised and confirmed per their response that I was in fact billed $112.14 which exceeds what I was promised!In further breaking down the payment schedule which, below is I have asked for from Guardian, here’s a more accurate calculation of what I should have been charged and reason why I revoked the ACH payment authorization and have requested MULTIPLE TIMES to CANCEL THIS CONTRACT!!!Details are below: Month 1: 08/08-08/20 (14 days of service): If billed at $34.95 would be $14.66 or if billed at $17.47 would be $7.53. Which one was used to calculate the price Guardian provided?? Month 2: 08/21-09/20: 17.47 (including the billed price for month 2 of $17.47, if the first 14 days (from above) were billed at $34.95, the maximum I should have been charged for the 44 days of service is $32.13. Alternately, including the billed price for month 2 of $17.47, if the first 14 days (from above) were billed at $17.47, the maximum I should have been charged for the 44 days of service is $25.00.Month 3: 09/21-10/20: 17.47Month 4: 10/21-11/20: $17.47Month 5: 11/21-12/20: $17.47Month 6: 12/21-01/20: $17.47- this month was overcharged and not credited until AFTER the close of the billing date when I brought this error to the attention of Guardian!In either scenario, no matter which way it is viewed where I paid $34.95 or 17.47 for the first 44 days of service, the MAXIMUM total I should have spent on 6 months of service with guardian is 104.85 per their data ($209.70*1/2=104.85). Guardian has confirmed that they have billed me and taken more than this amount!
Regards,
[redacted]