YMCA of Central Ohio

February 6, 2017 Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to address Ms. [redacted]s concerns.     Ms. [redacted]s letters cites dissatisfaction with the balance due...

on her account after moving from the monitored premises. In a good faith effort to bring swift resolution to this matter, Guardian reached out to Ms. [redacted] and agreed to provide a refund in the amount of $26.62. Ms. [redacted] expressed her complete satisfaction.  Thank you for the opportunity to respond to Ms. [redacted]s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                           Sincerely,         ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

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

In ResponseAs Mr. A[redacted] states, I did call on September 12th to request cancellation of my account. The service agent I spoke to on the phone, informed me that my agreement called for an “early termination fee” which was 100% of the amount that remained on my 5 year term. She informed me that I had agreed to this upon signing up with [redacted] Technology. We advised her and her supervisor that paying out 100% of the remainder of the contract would not be financially feasible, as it was over $2,000.00. She offered us one month’s credit to my account but I had already made a payment for the month so she advised the credit would roll over to next month. We explained again, that we wanted to cancel our service and not receive reduced payment amounts, but were once again informed that we had agreed to an early termination fee. During this call, I requested a copy of our contract so that we could review the agreement for the early termination fee. I spoke with Joe in Guardian’s customer retention department for the first time on September 15th, where he advised me of the ability to apply more credits to my account or to suspend my account for a period of 3-9 months. Joe did offer to reduce the payment for the early termination fee down to $1,500, but once again reiterated that it was outlined in our contract. I advised Joe that I would consider these options. I attempted to call Joe back on September 16th and left a voicemail. Over the course of the next week, I also started working in my new position and Joe leaves the office at 3:30 central time, while I am still working. This has not been conducive to our connecting as we have each left the other multiple voice messages. Mr. A[redacted]’s statement that they have not heard back from me is not truthful. I left another message for Joe on Monday September 21st and missed a phone call from him on Tuesday September 22nd before Mr. A[redacted] sent his response to you on Wednesday September 23rd. We received the contract on Friday September 18th. After reviewing the contract, I noted that it did not have any clauses or terms regarding early cancellation fees. I called and spoke with Joe the morning of Thursday September 24th 2015 and informed him that I did not see anywhere in the contract where early termination fees were outlined or explained. Joe referred me to section 12 on Termination and Default, which states the following:Section 12 Termination; Default“If you fail to make a payment when payment is due, Your system repeatedly generates false alarms, or You abuse Our staff, We may discontinue installation, monitoring and service, terminate this Agreement, and recover all damages to which We are entitled including, without limitation, the value of the work performed and the amount due to Us for the unexpired term of the Agreement, including loss of profits. You also agree to pay for any and all collection agency fees, attorney fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed. We may impose a monthly late fee on all payments more than thirty (30) days past due in an amount equal to $5.00 each until paid, or the maximum amount permitted by Pennsylvania law, whichever is less. The provisions of this agreement that apply to any claim or suit will survive the cancellation, termination or expiration of this Agreement. You agree to pay Us $25.00 any time Your check, credit card charge, or ACH debit is returned to Us whether for lack of funds or otherwise. Your obligations under this agreement continue even if You sell or leave the Premises.”I advised Joe that I was not failing to make a payment, but instead wanted to cancel the terms of our contract, and did not view this section as setting forth any type of early cancellations fees that I had agreed to as previously mentioned. Joe placed me on hold while he contacted Guardian’s dealer dept. and came back and stated that cancelling a contract is viewed as failing to make a payment. I informed Joe that I was not failing to make payments, and I just wanted to cancel the current terms. Joe did offer again to lower the early cancellation fee down now to $1,000.00. I, once again, advised Joe that I did not have $1,000 available to pay to cancel their services and did not see this section in the contract as pertinent to any type of early cancellation fee and told him I would be back in touch with him when I had considered my options. I staunchly disagree that cancelling a contract equates to failing to make a payment and do not believe that this early termination fee Guardian is trying to enforce is something I agreed to. In the name of compromise, I will offer to pay $250 for any costs incurred by the company due to my cancelling but my contract clearly does not specify this and does not include any mention of cancellation fees. I will make access to any equipment they need available as soon as they need it. Thank you,[redacted]###-###-####

May 19, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to provide response and address Mr. [redacted]’s concerns.
For background, please...

note that Mr. and Mrs. [redacted] originally met with Guardian in November 2013 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on November 22, 2013 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.
Mr. [redacted] disputes in his letter that he was informed of the initial term during his sales consultation with Guardian’s representative. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by Mr. and Mrs. [redacted], they were provided with three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. Mr. and Mrs. [redacted] did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Mr. [redacted] expressed that Guardian’s sales representative promised a one (1) year initial term. Guardian’s representative explained that Guardian does not offer a one (1) year initial term and perhaps Mr. [redacted] had confused the initial term with the builder warranty which is either one (1) or two (2) years. Guardian’s representative apologized for any confusion and explained that Mr. [redacted] had thirty-six (36) months remaining in the initial term of his Agreement therefore he remains ineligible to simply cancel. Guardian’s representative further explained that an early termination fee is required to cancel however that amount may be reduced in a genuine effort to assist Mr. and Mrs. [redacted]. Guardian’s representative also offered to provide and install additional equipment, such as a keypad or window contacts. Mr. [redacted] declined and stated he wished to move forward with cancellation.
Respectfully, Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.
The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. In a genuine effort to resolve Mr. [redacted]’s concerns, Guardian will agree to waive any collection fees and accept a drastically reduced early termination fee in the amount of $581.57 to cancel Mr. [redacted]’s account. Upon receipt of payment of the sum of $581.57, Guardian will release Mr. [redacted] from all remaining obligation under the Agreement. Guardian believes the above offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. This offer is extended until close of business on June 16, 2016 after which it will be rescinded.
Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Sharon G[redacted], Credit Manager
Credit & Collections Department

July 19, 2016   Revdex.com Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220   RE:      [redacted] [redacted]   Dear Ms. [redacted]    Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of her account and offers the following information.   While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.    Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any [redacted]-to-[redacted] business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.   As background, Guardian’s records indicate that Ms. [redacted] initially engaged [redacted]’s services on August 23, 2013, as memorialized in [redacted]’s Monitoring Agreement (“Agreement”).  The initial term of the Agreement is five (5) years.   On May 27, 2016, Ms. [redacted] informed Guardian that she was moving from the monitored premises and wished to relocate services. Guardian forwarded Ms. [redacted]’s request to relocate to [redacted] and requested that [redacted] contact her directly to schedule installation.  In the interim, Ms. [redacted] requested that the monitoring services be discontinued at the premises. Guardian disconnected monitoring services effective June 1, 2016. Please note, because Ms. [redacted] remained within the initial term of her Agreement, monthly fees continued to be billed to her account.    On June 1, 2016, Ms. [redacted] contacted Guardian to dispute the most recent billing statement. Guardian’s representative explained that billing continues as she remains within the initial term of her Agreement, however as a courtesy Guardian would cancel the pending payment. Guardian’s representative also explained that once services were transferred to Ms. [redacted]’s new home, credits would be applied for any payments made during the time in which Ms. [redacted] did not have monitoring services.   On July 5, 2016, Ms. [redacted] spoke with Guardian and disputed the balance due on the account. Ms. [redacted] also expressed dissatisfaction that [redacted] had not contacted her to schedule relocation of her security system. Guardian received the subject complaint shortly thereafter.   Upon receipt of the complaint, Guardian reached out to Ms. [redacted] directly to discuss her concerns. During that conversation, Guardian’s representative apologized that [redacted] had not been in contact with Ms. [redacted] to schedule relocation of her system. Guardian’s representative offered to apply a credit equal to two (2) months of monitoring services for the time which Ms. [redacted] was without service, plus an additional three (3) months in apology for the inconvenience.  Ms. [redacted] declined and stated she no longer wished to relocate her monitoring services. Ms. [redacted] further requested that her account be cancelled.   The terms of Ms. [redacted]’s Agreement with [redacted] state she may cancel her account upon payment of the remainder of her Agreement term. That amount is designated to be $1,373.75.  However, in a good faith effort to bring swift resolution to her concerns, [redacted] has authorized Guardian to accept a drastically reduced early termination fee in the amount of $520.00 to cancel the account. Guardian presented this offer to Ms. [redacted] who accepted and stated she would contact Guardian shortly to remit final payment.   On behalf of [redacted], Guardian would like to apologize to Ms. [redacted] for any inconvenience.   Thank you for allowing Guardian the opportunity to address and clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted] Sincerely,   Kathleen V[redacted], Director Account Management Department

February 14, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s additional comments. Guardian has carefully reviewed the account and offers the following information. For background, the security system in Ms. [redacted]’s former home was sold and installed by Skyline Security Management, Inc. (“Skyline”). Guardian was not present during the sales transaction or system installation. Skyline 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 Skyline. Ms. [redacted] executed a Monitoring Agreement with Skyline on November 10, 2016 for an initial term of thirty-six (36) months.On January 4, 2018 with twenty-three (23) months remaining in the initial term, Ms. [redacted] informed Guardian that she had moved from the monitored premises. Guardian presented several relocation offers to Ms. [redacted] including an option for an initial term of thirty-six (36) months, and an option for an initial term of twenty-three (23) months. Ms. [redacted] accepted the offer for twenty-three (23) months and executed a new Monitoring Agreement with Guardian on January 4, 2018. Again, Guardian sincerely regrets the installation issues Ms. [redacted] has experienced, however Guardian is confident that the issues can be immediately corrected. Guardian presents the following offer in good faith: • Guardian will schedule a same day/evening/weekend appointment at no charge to Ms. [redacted] to install the AT&T card and activate the system communication; • Guardian will correct its records to confirm the initial term of twenty-three (23) months. (Guardian apologizes for the misinformation and confusion); and • Guardian will reduce Ms. [redacted]’s monthly rate from $36.99 to $29.99 for the remaining twenty-three (23) month term. Guardian believes the above offer to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Ms. [redacted] may discuss this offer with Guardian at her convenience by contacting Guardian at the below number. Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment as she has requested. A significant investment was made in Ms. [redacted]’s former home by providing and installing expensive electronic equipment with the expectation to recover that investment over the initial thirty-six (36) month term. Should Ms. [redacted] wish to cancel, the terms of her Monitoring Agreement dated January 4, 2018 states she may do so upon payment of an early termination fee in the amount of $750. However, in good faith, Guardian is willing to accept a reduced early termination fee in the amount of $450 which would allow Guardian the opportunity recover the investment made in Ms. [redacted]’s former home. This offer shall remain available to Ms. [redacted] until close of business on March 14, 2018. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

April 18, 2016
RE: [redacted] Complaint ID #[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 his concerns.
Guardian sincerely apologizes to Mr....

[redacted] for any confusion or inconvenience related to onsite service and the technician’s arrival time. Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] and confirmed that onsite service has been rescheduled to take place on Saturday, April 30, 2016. Additionally, in a gesture of apology, Guardian has applied a credit to Mr. [redacted]s account equal to three (3) months of monitoring fees. 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 informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service 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.The response received from Mr. A[redacted] fails to tell the whole story of the installation visit on March 23.  The vendor showed up to our home with only three of the ELEVEN sensors that were needed for our home. Remember they've previously installed the sensors that aren't compatible.  Secondly, the service technician admitted the sensors he brought were too large for residential use but was what was ordered? While I do appreciate the credits provided the matter remains open until we have resolution with an operable alarm system.Regards,
[redacted]

March 24, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns.
Mr. [redacted] expressed dissatisfaction in his letter regarding...

issues with the music system installed in his home. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Mr. [redacted]’s residence related to the surround sound system. Upon completion of the service appointment, Guardian believes this matter to now be fully resolved.
Thank you for providing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly 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.Guardian has had four oppottunities to get this right - the system has not worked reliably since it was installed in July.  Guardian's offers are insulting:  we can either cancel the agreement and pay an additional $750 and keep a system that does not work as it is intended OR give them a fourth opportunity to fix something that they have been unable to fix in three return trips and they will credit us two months of service/monitoring.  The system was installed in July - we have now paid for four months of service where the system has not worked as intended.  We have accommodated the schedules of the service technicians, ,losing four afternoons of our lives that we can never recover.The Guardian Technicial chose where to install the repeaters during the 4th visit - neither of the repeaters is installed in a closet (as Guardian indicates).  They have had three opportunities to fix these issues following the installation visit (Door lock does not work reliably, the camera is routinely off-line even when no one is home, and the basement door is frequently off-line).  Before the 3rd visit I was assured that all of these issues would be resolved - after the 3rd visit failed to resolve the issues, I asked Guardian to remove the system and give us a full refund.  They asked for one last opportunity to resolve the issues - we gave them the 4th opportunity, but NONE of the issues have been resolved. We installed a security system to give our family peace of mind due to our increasing work and travel schedules.  Given all of the issues, we will never have confidence in Guardian or the system they installed.  We would like to have the system removed and believe that we are entitled to a full refund.  If Guardian is unwilling to do this, we are happy to take this to Arbitration.Regards,
[redacted]

September 2, 2016 Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] - Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian sincerely apologizes to Mr. [redacted] for his recent experiences.  In light of his unique circumstances, Guardian has agreed to accept Mr. [redacted]’s request to cancel his account.  Guardian has spoken directly with Mr. [redacted] who expressed his satisfaction with this resolution. Guardian regrets losing Mr. [redacted] as its customer and truly regrets that his experience was less than exemplary. Thank you for allowing Guardian to resolve this matter on behalf of Mr. [redacted]. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Care Loyalty Department

November 10, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Mr. and Mrs. [redacted]’s concerns.
For background, our...

records indicate Mr. and Mrs. [redacted]’s original transaction with Guardian occurred on August 6, 2015 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate that Mr. and Mrs. [redacted]’s services were activated on August 31, 2015.
On November 4, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.
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 the initial term of his Agreement to twelve (12) months. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian values Mr. and Mrs. [redacted] as customers and appreciates the opportunity to earn their trust in the services we provide.

Thank you for assisting Guardian in resolving this matter with Mr. and Mrs. [redacted]. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

October 27, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint. Guardian values the opportunity...

to provide response in hopes of facilitating resolution of his concerns. Guardian is deeply concerned with Mr. [redacted]’s expressed discontentment relating to his recent interaction with a Guardian employee. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction. Mr. [redacted] may be assured that should Guardian find this recent interaction does not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, the subject account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc. (“Skyline”). As such, all aspects of the sales transaction took place directly with Skyline, not Guardian. In order to establish a Guardian account and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of monitoring services and subsequent billings. Please note that Skyline is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s business. Our records indicate Mr. [redacted]’s initial transaction with Skyline occurred on October 5, 2016 at which time Mr. [redacted] and Ms. [redacted] executed a Monitoring Agreement (“Agreement”) to engage services. The initial term of the Agreement was for a period of sixty (60) months. Both Mr. [redacted] and Ms. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate clause which specifically states, “The initial term of this Agreement is 60 months.” Both parties also executed the Agreement by affixing their signatures at the bottom of the form. During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation with the customer whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services. The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Mr. [redacted] and Ms. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of sixty (60) months. A similar telephonic survey was conducted between Skyline and Mr. / Ms. [redacted] following installation of the system whereby they again orally confirmed the initial term to be sixty (60) months. Upon receipt of your letter, Guardian contacted Mr. [redacted] to provide the above explanation. During that conversation, Mr. [redacted] disputed the validity of the Agreement in his possession as it did not contain initials or signatures in certain sections. Guardian’s representative explained that the copy of the Agreement in Guardian’s possession did possess all proper initials and signatures. Guardian’s representative also explained the recorded telephone calls discussed above and explained that Guardian could not cancel the account absent payment of an early termination fee. Several hours later, Mr. [redacted] contacted Guardian and remitted the early termination fee as previously discussed. Accordingly, the subject account has been cancelled and the parties have been released from all remaining obligation.Guardian remains hopeful the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

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 27, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties....


Guardian has conducted a thorough review of the above account and offers the following information. For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in February 2012 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2012, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
On February 18, 2015 with thirty (30) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises and unable to transfer services to the new residence. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel his Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the purchaser of his home elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee designated by the terms of Mr. [redacted]’s Agreement. Mr. [redacted] disputed the information provided to him and stated that his Guardian sales representative promised the account could be terminated should he relocate within the initial term. Guardian’s representative reviewed Mr. [redacted]’s sales paperwork and could find no written indication of any such early termination promises made by the Guardian sales representative.
Guardian spoke with Mr. [redacted] again on May 14, 2015 at which time Guardian reiterated the offer to accept a 25% reduction to the early termination fee. Mr. [redacted] inquired if the early termination fee could be reduced any further. Guardian’s representative promised to review Mr. [redacted]’s request with a supervisor and contact him back with further information. Guardian received the subject complaint shortly thereafter.
In his complaint, Mr. [redacted] states he was misled by his Guardian sales representative who indicated Mr. [redacted] could cancel his Agreement at any time upon relocation. Please be assured that Mr. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mr. [redacted]. All sales agents receive comprehensive training regarding the Agreement and its term. In addition, all company employees are trained with respect to Agreement terms and the early termination fees that apply should a customer wish to cancel prior to the end of the initial term of their Agreement. Mr. [redacted]’s sales agent has been an employee of Guardian for more than six (6) years and has an outstanding track record of excellent customer communication, relationship and support. Notwithstanding, Guardian apologizes to Mr. [redacted] for any confusion related to its relocation policy and early termination policy.
Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.
It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]’s concerns in a manner that is fair and reasonable to both parties. To that end, in good faith, Guardian is willing to accept a drastically reduced early termination fee in the amount of $261.65 which would allow Guardian the opportunity to recover its costs only. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $261.65 to cancel Mr. [redacted]’s account is extended until close of business on June 19, 2015 after which it will be rescinded. Should Mr. [redacted] wish to accept this offer, I ask that he contact [redacted], Supervisor, at ###-###-####, ext. [redacted]
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s concerns. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
[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.
1. The business indicates that they were given my contact information in case of emergency at the property. I reject the idea that a low battery signal constitutes an emergency. Besides which, I never saw any indication that there was ever a low battery to begin with.2. The business is correct, they did send an unnecessary replacement battery. I received the battery, and replaced the old one as indicated. This DID NOT stop the phone calls.3. LOW BATTERY ISSUES ASIDE, the response does not address the repeated unwanted phone calls, which is the nature of my complaint. The fact that I did not have to give a "code word" to receive phone calls in the first place, but have to give one to stop the calls is a ludicrous way to run a business. I have never heard of a company that cannot provide an alternate way to verify a caller's identity.4. Recent changes to the Telephone Consumer Protection Act allow consumers to revoke consent to receive robocalls, like the ones Guardian is issuing to me. Here is the relevant verbiage:"Empowering Consumers to Say ‘Stop’– Consumers have the right to revoke their consent  to receive robocalls and robotexts in any reasonable way at any time."https://www.fcc.gov/document/fcc-strengthens-consumer-protections-against-...⇄ would say that repeated phone calls to a company is a reasonable way to revoke consent. I even told them more than once that what they were doing is illegal, and they did not seem to care at all.5. I still cannot confirm that the phone calls have stopped, and the response to this complaint does nothing to reassure me. When my landlord last spoke with Guardian, they could not even tell her WHY they were still calling me. As far as I can tell, they may still be trying to call me, but I had to go to my phone carrier to have the number blocked.Guardian's communication policies are absolutely absurd and need an overhaul. I should not have to go through a third party (like my landlord) or outside organizations (like the Revdex.com and FCC) to resolve a simple request like "STOP CALLING ME". Regards,
[redacted]

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

RE:      [redacted] – ID #[redacted] Dear Mrs. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint.  Guardian values the opportunity to provide response and assist in facilitating...

resolution of his concerns.  Mr. [redacted]’s letter states he was unaware he was extending the initial term of his Agreement with Guardian upon upgrading his security equipment in October 2013. Respectfully, our review into Mr. [redacted]’s account (including a review of recorded telephone conversations) revealed that Mr. [redacted] verbally acknowledged and agreed to the new 60-month term during a telephone conversation with Guardian on October 5, 2013. Further, the Interactive Upgrade - Residential Sales and Monitoring Agreement (“Agreement”) executed by Mr. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “THIS IS A 60 MONTH INITIAL TERM.”  Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss the concerns set forth in his complaint. During that conversation, Guardian reviewed the above information related to the Agreement and initial term.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request to cancel his account without further payment. This gesture is presented by Guardian in good faith to bring swift resolution to this matter.  Mr. [redacted] has expressed his satisfaction with this resolution.   Thank you for allowing Guardian to address Mr. [redacted]’s complaint. Should you have any questions, please contact me directly 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 find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

June 24, 2016
Revdex.com
Attn: [redacted]
[redacted]
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Upon receipt of your...

letter, Guardian immediately began research into this matter. Guardian’s research revealed no record of an account associated with Ms. [redacted]’s name, address or telephone number.
Ms. [redacted]’s letter indicates that the sales representative was an employee of Skyline Security Management, Inc. (“Skyline”). Please note, Skyline is an Authorized Dealer of Guardian, whereby Guardian provides 24-hour security monitoring and related services for customers sold and installed by Skyline. Because Ms. [redacted]’s letter references Skyline and Guardian has no record of an account for Ms. [redacted], Guardian contacted Skyline directly to advise of this complaint. Skyline has followed up by informing Guardian they will send a “request removal” letter to the credit bureaus pursuant to Ms. [redacted]’s request.
Additionally, Skyline has informed Guardian that they will be conducting further research into the expressed discontentment related to the interactions with the Skyline sales consultant. Should Skyline find the interactions referred to in the complaint do not meet their acceptable standards for professionalism, courtesy and quality, Skyline has assured Guardian that they will take the appropriate measures including disciplinary action.
In the interim, should you or Ms. [redacted] wish to contact Skyline directly, they may be reached at: Skyline Security Management, Inc., [redacted].
It is Guardian's hope this matter has been satisfactorily addressed. Should you have any questions I can be reached directly at [redacted].
Sincerely,
April M[redacted], Manager
Dealer Operations