YMCA of Central Ohio

June 10, 2015RE: [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.
Upon receipt of Mr. [redacted]’s complaint,...

Guardian conducted a thorough review of his account. Our records indicate Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present for any aspect of the sales transaction with Mr. [redacted] or the system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided by [redacted] thereby facilitating activation of Mr. [redacted]’s services.
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.
Mr. [redacted]’s complaint disputes the initial term of his agreement with [redacted]. Guardian’s records indicate Mr. [redacted] executed a sixty (60) month Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 12, 2012. 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.
Notwithstanding the above, upon receipt of Mr. [redacted]’s complaint Guardian contacted Mr. [redacted] directly and in good faith agreed to release Mr. [redacted] from the remainder of his Agreement. The balance due on Mr. [redacted]’s account will be waived and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service 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]

December 22, 2015
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ complaint. Guardian values the opportunity to respond and clarify this matter for all parties.
While Mr. [redacted]’ 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. Mr./Mrs. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr./Mrs. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr./Mrs. [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
As background, Guardian’s records indicate that Mrs. [redacted] initially engaged [redacted]’s services on May 2, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years. The Agreement bears Mrs. [redacted]’ signature.
On December 7, 2015, Mr. [redacted] informed Guardian that the parties were moving from the monitored premises. Guardian informed Mr. [redacted] that monitoring services could be transferred to his new home, or that the new homeowner/tenant could take over monitoring services which would relieve Mrs. [redacted] from any remaining obligation. Guardian’s representative further explained that Mrs. [redacted] remained within the initial term of her Agreement with [redacted] and an early termination fee is required to cancel at the present time. Guardian’s representative also explained that any cancellation request would need to be discussed with Ms. [redacted] as the only contract signer. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss the contents of the complaint. Guardian’s representative reiterated the previous offer to relocate services to Mrs. [redacted]’ new home. Mrs. [redacted] declined and stated she had engaged an alternative security provider. Guardian’s representative also reiterated that the new homeowner could take over monitoring services under a new contract which would relieve Mrs. [redacted] from all remaining obligation. Mrs. [redacted] stated she wished to resolve this matter immediately rather than waiting to determine if the new homeowners are interested in services. Guardian’s representative explained that an early termination fee is required to cancel the account prior to the end of the initial term. However, in good faith, [redacted] has authorized a 50% reduction of the early termination fee amount designated by the terms of Mrs. [redacted]’ Agreement. As such, upon payment of the sum of $1,126.00, [redacted] will cancel Mrs. [redacted]’ account and she will be released from all remaining obligation. Mrs. [redacted] requested a copy of her Agreement with [redacted] and further stated she wished to review the options with her husband before making a decision. Pursuant to her request, a copy of the Monitoring Agreement was mailed to Mrs. [redacted] on December 8, 2015.
Subsequent to that conversation, Mrs. [redacted] informed Guardian that they wished to continue making monthly payments until she is eligible to cancel the account. Mrs. [redacted] also requested that monitoring services be reactivated at the premises. Pursuant to her request, monitoring services were reactivated on December 18, 2015.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
Kathleen V[redacted], Director
Account Management Department

May 10, 2016
RE: [redacted] - Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for forwarding Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Please allow this letter to confirm that Mr. [redacted]’s written cancellation documentation was received by Guardian on May 4, 2016. Pursuant to his request, his account will be cancelled effective May 13, 2016.
Mr. [redacted] has requested a refund of monitoring fees paid from December 2015 through May 2016. Respectfully, Guardian finds Mr. [redacted]’s request to be unwarranted at this time. Guardian honored its obligation under the Agreement by providing 24-hour monitoring and related services during that timeframe. It is reasonable for Guardian to expect payment for those services. For that reason, Guardian cannot accommodate Mr. [redacted]’s request for reimbursement. Guardian apologizes to Mr. [redacted] that our efforts to resolve this matter have not met his expectations.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

May 24, 2016
RE: [redacted] [redacted]
Dear Mrs. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mrs. [redacted]’s additional comments. For clarification, attached is Mr. and Mrs. [redacted]’s Monitoring Agreement (“Agreement”) with [redacted] dated March 15, 2014. As previously stated, Mr. and Mrs. [redacted]’s contractual obligation is with [redacted], not Guardian. Guardian is contracted by [redacted] to provide Mr. and Mrs. [redacted]’s 24-hour monitoring services, telephone customer support services and billing services.
To further clarify the relationship between [redacted] and Guardian Protection Services, Inc., [redacted] has authorized Guardian to provide certain services for [redacted] including the authority to reduce the early termination fee in certain circumstances. [redacted] has authorized Guardian to reduce the termination fee associated with this Agreement.
The early termination fee has been reduced from $1,798 to $750 in a genuine effort to assist Mrs. [redacted]. Upon receipt of that amount from Mrs. [redacted], she will be released from all remaining obligations under her Agreement with [redacted]. Please note, as part of the billing services provided on behalf of [redacted], the early termination fee is collected and processed by Guardian. Guardian would then transfer the early termination fee to [redacted]; and Guardian does not retain any portion of the early termination fee.
Guardian is no longer providing Mr. and Mrs. [redacted] with 24-hour monitoring services. However, please be aware that Guardian will continue to provide Mr. and Mrs. [redacted] with telephone support service and billing services on behalf of [redacted] until [redacted] authorizes Guardian to cease any such activity.
I am hopeful the above information is sufficient to close the file with the Revdex.com. Guardian has made every reasonable effort to assist Mr. and Mrs. [redacted] on behalf of [redacted]. [redacted] has contacted Mrs. [redacted] directly to coordinate either relocation of monitoring services or cancellation of the account. Accordingly, Guardian will no longer attempt to facilitate communication between the parties in this regard.
Sincerely,
Kathleen V[redacted], Director
Account Management Department

June 14, 2017Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: Sam [redacted] - Complaint #[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. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all paperwork. As a result, Guardian confirmed that Mr. [redacted]’s warranty period was designated as two (2) years. Please note that the warranty period begins on the date Guardian completes installation of the structured wiring, not on the date the customer closes on the home. Guardian apologizes to Mr. [redacted] for any confusion. Guardian has contacted Mrs. [redacted] directly to provide the above explanation. During that conversation, Mrs. [redacted] acknowledged that the warranty offered by Guardian had expired and indicated that she would continue to reach out to [redacted] for assistance. Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at [redacted]. Sincerely,William K[redacted], Manager Customer Care Department

May 27, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s concerns. Guardian appreciates the opportunity to provide response and address this matter.
For background, Mr. [redacted]’s...

initial transaction with Guardian occurred on April 29, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically designated the thirty-six (36) month initial term. Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Guardian’s records indicate billing of the account began on August 5, 2014.
On September 11, 2015 with twenty-three (23) months remaining in the initial term, Mr. [redacted] informed Guardian that he had sold the monitored premises and was building a new home. Guardian’s representative offered to freeze billing on the account for a period of six (6) months to allow Mr. [redacted] time to complete the home construction. An authorization to freeze the account was forwarded to Mr. [redacted] via email for his signature.
Later that day on September 11, 2015, Guardian spoke with Mrs. [redacted] who stated the [redacted]s were unaware of an initial term of thirty-six (36) months. Guardian’s representative reviewed the Agreement and confirmed the initial thirty-six (36) month term. A copy of the Agreement was emailed to Mrs. [redacted] at that time for her records.
On November 2, 2015, Mrs. [redacted] informed Guardian that she has not received the freeze letter. Guardian forwarded another copy via email on November 2, 2015. Guardian’s representative informed Mrs. [redacted] that upon receipt of the executed document, the freeze would be applied retroactively to September 2015. Guardian did receive the properly executed document and, as such, billing of the account was suspended from September 2015 through March 2016.
In January 2016, Mr. and Mrs. [redacted] requested to terminate their account. Guardian provided them with written confirmation that the account could be cancelled upon payment of an early termination fee of $250. On January 29, 2016, Guardian received the executed cancel letter from Mr. and Mrs. [redacted]. Unfortunately, Mr. and Mrs. [redacted] did not remit the early termination fee of $250. As such, billing of the account continued. Guardian had no further contact with the [redacted]s until receipt of the subject complaint.
Mrs. [redacted]’s letter references a past due balance that she feels was the result of a Guardian error. Please note Guardian has reviewed Mr. and Mrs. [redacted]’s account and found Mrs. [redacted]’s statement to be inaccurate. On December 9, 2105, Mrs. [redacted] contacted Guardian to dispute a past due balance and to inquire why the freeze had not taken affect. Guardian’s representative explained that the freeze had been applied correctly and that the past due amount reflected services rendered in August 2015 (prior to the freeze) plus a late fee. Mrs. [redacted] expressed she would remit payment to satisfy the account balance. Guardian received that payment on December 15, 2015. Guardian apologizes if any payment reminders were sent to the [redacted]s during the timeframe that payment was remitted.
Mrs. [redacted]’s letter also expresses dissatisfaction that her account had not been cancelled in January 2016 upon her request and further disputes receipt of ongoing billing statements. As explained above, Guardian did receive the executed authorization to cancel the account on January 29, 2016, however the authorization was not accompanied by the early termination fee therefore monthly invoices continued to be generated and mailed.
Upon receipt of Mrs. [redacted]’s complaint, Guardian contacted her directly to provide the above explanation. Guardian’s representative forwarded another cancel letter to Mrs. [redacted] confirming the early termination fee. Mrs. [redacted] expressed that she would execute the authorization to cancel and remit the early termination fee of $250. Upon receipt of that amount and the signed document, the [redacted]s’ account will be terminated and they will be released from all remaining obligation.
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

July 1, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
[redacted]
RE: [redacted] – Complaint ID #[redacted]
Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian...

welcomes the opportunity to provide response and assist in facilitating resolution to his concerns.
[redacted]’s letter expresses discontent with the delay in scheduling onsite service at his place of business. Guardian has reviewed its records and found that prior to receipt of [redacted]’s complaint, Guardian conducted onsite service at the premises on June 23, 2015. During the service visit, the technician found the telephone had been removed from the security system. The technician reconnected the telephone to the system and confirmed receipt of all signals in Guardian’s central monitoring station. Said service appointment was conducted at no charge to [redacted].
Guardian apologizes to [redacted] for any inconvenience. As a gesture of good faith, Guardian has applied a credit to [redacted]’s account equal to two (2) months of monitoring services. Guardian has since been in contact with [redacted] who has expressed his complete satisfaction with this resolution. Guardian appreciates the opportunity to continue serving [redacted]’s security needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at [redacted].
Sincerely,
Bill K[redacted], Manager
Customer Service Department

November 13, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the...

opportunity to provide response and assist in facilitating resolution of his concerns. For background, 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 May 2015 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 May 14, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Please be assured that Mr. [redacted]’s sales consultant in no way “confronted” or coerced Mr. [redacted] into purchasing security equipment and/or executing the Agreement. Guardian merely presented low-voltage upgrade options from which Mr. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by Mr. [redacted], Mr. [redacted] had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with Guardian. Mr. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Mr. [redacted] and therefore proceeded to provide and install security equipment and activate 24-hour monitoring services. Mr. [redacted] has expressed discontent related to the lack of fire protection in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] and reiterated a previous offer to provide and install a firefighter device at no charge. In a good faith effort to satisfy Mr. [redacted], Guardian also offered to lower his monthly rate to $39.95 for the remaining initial term. Finally, Guardian has scheduled onsite service to disable the sounds from Mr. [redacted]’s keypad as he has requested. Should Guardian’s technician be unable to disable the audible alerts as promised, Guardian will agree to release Mr. [redacted] from all remaining obligation under his Agreement without further payment. Please note, Mr. [redacted]’s service appointment is scheduled to take place on November 18, 2017. Guardian will keep close contact with Mr. [redacted] to ensure his satisfaction with the results of the service visit. Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

August 5, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to facilitate resolution of his concerns. Mr. [redacted] expressed dissatisfaction in his letter regarding issues with the intercom system installed in his home. Mr. [redacted] also disputed billing statements associated with onsite service conducted at his residence related to the intercom issues.  Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. Guardian contacted Mr. [redacted] directly and explained that a credit has been applied to his account in the amount of $632.66 towards the cost of the service appointment and associated parts. Mr. [redacted] accepted Guardian’s offer and expressed his complete satisfaction with this resolution.   Guardian sincerely apologizes to Mr. [redacted] for any inconvenience.  Guardian values Mr. [redacted] as its customer and appreciates the opportunity to resolve this matter on his behalf.  Thank you for advising Guardian of Mr. [redacted]’s concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager                                    �...⇄ Customer Care Department

July 1, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted] complaint. Guardian appreciates the opportunity to clarify this matter for all parties.
Mr. [redacted] letter disputes the automatic renewal...

of his contract. Our records indicate Mr. [redacted] initial transaction with Guardian occurred on March 2, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of 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.
Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted] Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted] Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted] initial term renewed on March 21, 2015.
Mr. [redacted] letter also states that Guardian recently declined to cancel his account as his initial term had been renewed. Guardian has reviewed its records and respectfully finds Mr. [redacted] assertions to be inaccurate. Mr. [redacted] contacted Guardian on June 25, 2015 to request the cancellation of his account as he wished to engage another security provider. Regretfully, Mr. [redacted] declined to allow Guardian’s representative the opportunity to obtain the necessary information to process his cancellation request prior to abruptly terminating the telephone call.
Notwithstanding the above, in an effort to bring swift resolution to this matter Guardian will accommodate Mr. [redacted] request to cancel his account. Upon cancellation, the balance due on Mr. [redacted] account will be waived and he will receive no further contact from Guardian.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Bill [redacted], Manager
Customer Service Department

June 6, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ 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]’ account. For background, Mr. [redacted]’ account came to Guardian by way of an authorized dealer of Guardian known as Global Alarm Solutions (“Global Alarm”). As such, all aspects of Mr. [redacted]’ sales transaction took place directly with Global Alarm, not Guardian. Guardian was not present during any portion of the sales transaction. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Global Alarm. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’ services and subsequent billings. Please note that Global Alarm 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 Global Alarm. Guardian does not control any day-to-day business activities or any internal policies or procedures of Global Alarm, including security evaluations, sales processes, installation practices or any other aspects of Global Alarm’s business. Our records indicate Mr. [redacted]’ initial transaction with Global Alarm occurred on September 23, 2013 at which time he executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement was for a period of five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically outlines the initial term. Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate that Mr. [redacted]’ system was installed and activated by Global Alarm on September 26, 2013. On May 23, 2017 with sixteen (16) 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 to Mr. [redacted] that he was ineligible to cancel the account absent payment of an early termination fee. In a good faith effort to assist Mr. [redacted], Guardian’s representative explained that services could be transferred to Mr. [redacted]’ new home, or to a friend/family member. Alternatively, should the new homeowner activate monitoring services under a new Agreement for a minimum of sixteen (16) months, Mr. [redacted] would be relieved from all remaining obligation. Mr. [redacted] stated that he did not wish to transfer services and requested a discount to the early termination fee. After review of Mr. [redacted]’ account, Guardian informed Mr. [redacted] on May 24, 2017 that Guardian would accept a discounted early termination fee of $726 to cancel. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Mr. [redacted] expressed discontent with the sales transaction and further stated that he felt the sale representative had lied to him. Guardian’s representative reviewed the terms of the Agreement and that the initial term was clearly defined in the Agreement. Mr. [redacted] confirmed that he did not read the Agreement until after he had executed the document. Mr. [redacted] also expressed discontent with the early termination fee amount. Guardian’s representative explained that the terms of the Agreement define the early termination fee to be $1,138 however Guardian previously offered to accept a discount of $726 to assist Mr. [redacted]. Mr. [redacted] stated he was unwilling to remit that amount and offered to pay $227. Guardian’s representative explained that Guardian could not accept $227 however in a final gesture of good faith, Guardian would be willing to split the difference and accept $476. Mr. [redacted] disputed the offer of $476. Guardian’s representative explained that $476 was the lowest amount that Guardian could accept and that this amount provided a discount of $662 from the full early termination fee. In a good faith effort to bring swift resolution to this matter, Guardian remains willing to accept the sum of $476 to cancel Mr. [redacted]’ account. Guardian believes the above offer to be fair and reasonable and remains hopeful that Mr. [redacted] will concur. This offer shall remain available until close of business on July 5, 2017. Alternatively, Mr. [redacted] may remit timely monthly payments until such time that he is eligible to cancel the account. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

September 22, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted]
While Mr. [redacted]’...

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. Mr. [redacted]’ account is among those for which Guardian provides these services. Mr. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Mr. [redacted]’ letter asserts that installation of his security system caused damage to three (3) exterior doors. Mr. [redacted] has requested the replacement of these exterior doors as a result. Guardian has conducted a thorough review of Mr. [redacted]’ account and offers the following information.
Our records indicate Mr. [redacted] initially engaged [redacted]’s services on March 13, 2014. To commemorate his transaction, Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted]. The Agreement bears Mr. [redacted]’ signature. Mr. [redacted]’ system was installed and activated by [redacted] on March 13, 2014.
On August 3, 2015, more than one year after installation, Mr. [redacted] contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backing. As a result of using metal screws, Mr. [redacted] asserted that the warranties on the exterior doors had been voided.
On August 6, 2015, a [redacted] technician went to Mr. [redacted]’ home to replace a panel battery. While onsite, the technician inspected the exterior doors for any damage. It was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installation. Prior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to [redacted] for review.
On August 25, 2015, Guardian spoke with Mr. [redacted] and informed him that [redacted] had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his system. Notwithstanding, in a good faith effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring service. Mr. [redacted] declined and requested the cancellation of his account. Mr. [redacted] further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doors. Guardian’s representative politely explained that Guardian and/or [redacted] is not prepared to replace the exterior doors and further explained that Mr. [redacted] was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.
Given that the nature of Mr. [redacted]’ concerns relate to the system installation which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Additionally, Guardian immediately contacted Mr. [redacted] to discuss his complaint directly. Guardian’s representative reiterated that Guardian and/or [redacted] is not prepared to replace the exterior doors as Mr. [redacted] has requested, however [redacted] is willing to provide Mr. [redacted] with an alternative form of compensation to satisfy his concerns, such as account credits or free equipment. Mr. [redacted] indicated he wished to consider the offer and would contact Guardian with a decision. Guardian has since reached out to Mr. [redacted] several times to follow up regarding his decision, however Mr. [redacted] has not contacted Guardian to date.
Respectfully, Guardian believes the above offer which was authorized by [redacted] to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Guardian will continue to work closely with Mr. [redacted] and [redacted] to resolve this matter in a manner that is fair and reasonable to all parties.
Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andy A[redacted], Manager
Customer Service Department

June 10, 2015
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr....

[redacted]’s letter expresses discontent that his system was working properly and disputes the final balance owed upon cancellation of his account. Guardian has researched its records and offers the following information in response.
Our records indicate a regularly scheduled test signal was not received from Mr. [redacted]’s system on March 12, 2015. Guardian’s automated system reached out to Mr. [redacted] via telephone to inform him of a potential issue however Guardian was unable to reach him as the phone number had been disconnected.
Guardian did not receive the scheduled test signal from Mr. [redacted]’s system on April 12, 2015 and Guardian again was unable to reach Mr. [redacted] via telephone. As such, Guardian sent written notification to Mr. [redacted] on April 12, 2015 advising that a potential communication issue existed and requesting that Mr. [redacted] contact Guardian to conduct a test of the system. The letter also indicated that Guardian would continue to reach out to Mr. [redacted] over the next 60 days however absent any contact from Mr. [redacted], Guardian would assume that he had abandoned use of the system.
On June 3, 2015, Mr. [redacted] contacted Guardian in response to the letter he recently received and informed Guardian that he had disconnected his landline and would like to cancel his account. Mr. [redacted] further expressed he may be interested in upgrading his system to interactive services in the future. Mr. [redacted] also expressed dissatisfaction that Guardian had not attempted to reach him in a more urgent manner regarding the potential communication issue with his system. Guardian’s representative explained the importance of testing the system monthly which is outlined in the terms of Mr. [redacted]’s Agreement. Guardian’s representative also offered to review options to upgrade the system to interactive services however Mr. [redacted] stated he was not interested at the present time and wished to move forward with cancellation. Guardian’s representative explained that the terms of Mr. [redacted]’s Agreement state that a 30-day notice is required to cancel the account, however Guardian would agree to waive that notice as a courtesy and cancel the account effective May 31, 2015. Upon cancellation, Mr. [redacted]’s account would reflect a final balance of $29.71. Mr. [redacted] disputed the final balance as he had cancelled his landline in February 2015 rendering the system inoperable. Guardian’s representative explained that Guardian did attempt to contact Mr. [redacted] via telephone and mail as a courtesy to inform him of a potential issue however the terms of Mr. [redacted]’s Agreement provide that the customer must maintain a compatible landline for Guardian to provide monitoring services. Mr. [redacted] stated he would consider whether he wished to remit the final balance and ended the call.
Shortly thereafter, Mr. [redacted] contacted Guardian to confirm that his account had been cancelled pursuant to the previous conversation. Guardian’s representative confirmed that the cancellation had been processed. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative agreed in good faith to waive the final balance due on the account. Mr. [redacted] expressed his satisfaction with this resolution. Guardian’s representative also discussed interactive options with Mr. [redacted] who requested that a proposal be mailed to him for review.
Thank you for allowing Guardian the opportunity to address and resolve this complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

February 12, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the...

opportunity to provide response and clarify this matter for all parties. For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly with AMP, 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 AMP. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that AMP is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities, internal policies, security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Ms. [redacted]’s complaint disputes the initial term of sixty (60) months and further disputes that she was not provided with a copy of her contract at the time of sale. Our records indicate that Ms. [redacted] initially engaged AMP’s services on May 20, 2016, as memorialized in the Monitoring Agreement (“Agreement”). The initial term is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials in Section D which states, “The initial term of this Agreement is 60 months.” A copy of the Agreement is attached for your records. Our review of Ms. [redacted]’s sales documentation further confirmed that Ms. [redacted] viewed and executed the Agreement electronically during the initial consultation with AMP. At that time, Ms. [redacted] executed a Consent and Notice Regarding Electronic Communications which acknowledged her consent to electronic signatures on the sales documentation, including the Agreement. The Agreement was forwarded to Ms. [redacted]’s email address on May 20, 2016. The Agreement was reviewed and executed electronically by Ms. [redacted] on May 20, 2016 at 10:17pm. During the initial sales transaction, AMP routinely conducts two (2) recorded and documented telephone conversations between the customer and AMP whereby the customer orally acknowledges specific information such as the term of the agreement, the monthly rate, etc. Guardian’s research confirmed that Ms. [redacted] completed both telephonic surveys at the time of sale during which she orally acknowledged an initial term of sixty (60) months. AMP: I show that Alec has set you up in a 60-month Agreement. Is that correct?Ms. [redacted]: Yes. __________ AMP: I show that your monitoring rate of $55.99 is set up for monthly payments through your checking and the term of your agreement is 60 months with a reduced rate of $199 that covers activation and VIP service warranty. Is that correct?Ms. [redacted]: Yes. On January 29, 2018 with thirty-nine (39) months remaining in the initial term, Ms. [redacted] informed Guardian that she had moved from the monitored premises. Guardian presented various options to assist Ms. [redacted] in fulfilling the initial term of her Agreement, such as relocating services, transferring services to a friend or family member, or the new homeowner activating services under a new agreement. On February 9, 2018, Ms. [redacted] requested the cancellation of her account. Guardian’s representative explained that the terms of Ms. [redacted]’s Agreement define the early termination fee to be $1,250. Ms. [redacted] remitted the early termination fee on February 9, 2018 and requested a copy of her Agreement as she disputed the initial term of sixty (60) months. Guardian’s representative explained that a copy of the Agreement would be emailed to her and further explained that the account will be cancelled once her payment has posted. Guardian received the subject complaint shortly thereafter. Respectfully, after review of the telephone surveys conducted by AMP at the time of sale and after review of the Agreement terms, Guardian does not feel that Ms. [redacted] was misled in any way. As such, Guardian is unable to accommodate Ms. [redacted]’s request to reimburse the early termination fee. For your reference, the early termination fee is defined in Section 8 of Ms. [redacted]’s Agreement which states, “If You terminate this Agreement during any term, You will pay the early termination fee of $1,250. The early termination fee is liquidated damages, not a penalty.” Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

September 27, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:      [redacted] - Complaint #[redacted]                        Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional comments.  Guardian apologizes that its efforts to resolve Mr. [redacted]’s concerns have not met his expectations. With all due respect, Guardian is unable to accommodate Mr. [redacted]’s request to cancel the account without further payment. Mr. [redacted] has twenty (20) months remaining in the initial term of his Monitoring Agreement. Pursuant to Section 5 of the Agreement, the account can be cancelled upon receipt of payment of “(a) all amounts then due; and (b) 100% of the amount due the Company for the remainder of this Agreement.” That amount is designated to be $1,154.28. (20 months X $49.95 = $999.00 + $155.28 current balance = $1,154.28)  In a good faith effort to bring this matter to swift resolution, Guardian’s previous offer to accept a 25% reduction to the early termination fee remains available to Mr. [redacted]. That amount is designated to be $904.53.  Alternatively, Guardian’s offer to provide and install a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension) also remains available. These offers are extended until close of business on October 27, 2016 after which they will be rescinded.  Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                           Sincerely,         ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

From: [redacted]Date: Mon, May 9, 2016 at 9:23 PMSubject: complaint update ID [redacted]To: [redacted]
Greetings,My complaint ID is [redacted] This complaint is against Guardian Protection Services. You are waiting for their response to you; however, my...

messages say that if I have further contact with the vendor, I am to send you a message. Someone from Guardian Protection Services has contacted me twice. He first offered to allow me to terminate my contract for over $2000. I turned him down. He said he would talk to “the higher ups” and get back to me. Supposedly, he talked to the “higher ups” and they offered me a 60% discount on the remaining contract but that still meant a termination fee of over $800. My argument is that I have paid them for two years for essentially nothing since I do not use the service. I have not ever armed the system; therefore, they have never responded to an alarm. In fact, I have discovered that they do not respond to alarms anyway. They simply notify the local authorities, which I can do myself. I was told that they must have a 5-year contract in order to “recover installation costs” but I paid about $500 upfront for installation costs. Counting the installation costs, I have already paid them about $2000 for no service rendered. It would not hurt their company to allow me to terminate “service”. The agent who has called me twice is Shawn but he did not give me his last name. He is calling from ###-###-####. Thank you,[redacted]

April 20, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint and values the opportunity to...

provide response in hopes of facilitating resolution of her concerns. Ms. [redacted] has disputed the five (5) year initial term of her contract with Guardian. Upon receipt of your letter, Guardian reviewed its records including all telephone interactions with Ms. [redacted]. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.) Guardian offers the following information in response. Guardian initially spoke with Ms. [redacted] on October 1, 2015 at which time she expressed interest in activating services in the new home she had just purchased. Guardian offered to activate the existing equipment in the home and install several new devices in exchange for execution of a sixty (60) month agreement with the first five (5) months of service to be provided at no charge. Ms. [redacted] provided her verbal acceptance of the sixty (60) month initial term. Accordingly, Guardian forwarded a Sales and Monitoring Agreement (“Agreement”) for Ms. [redacted]’s signature. The initial term of the Agreement was clearly designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “This is a 60 (sixty) month Monitoring Agreement.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. Ms. [redacted] has moved from the monitored premises and has disputed ongoing billing for services she is no longer receiving. Upon receipt of Ms. [redacted]’s complaint, Guardian reached out to Ms. [redacted] to provide the above explanation and to play the October 2015 telephone recording for Ms. [redacted]. During that conversation, Guardian also explained that the terms of Ms. [redacted]’s Agreement indicates, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Guardian previously made offers to assist Ms. [redacted] in fulfilling the terms of her Agreement. More specifically, Guardian offered to relocate services to her new home, transfer to a friend or family member, or advised that the new homeowners could activate services under a new Agreement for the remaining term which would relieve Ms. [redacted] from all remaining obligation. Those offers remain available to Ms. [redacted] should she so desire. Alternatively, Guardian has informed Mr. [redacted] that her Agreement states she may cancel her account upon payment of an early termination fee. That amount is designated to be $1,492.87. However, in good faith, Guardian has offered to accept a drastically reduced sum of $500 to cancel the account. This offer shall remain available to Ms. [redacted] until close of business on May 20, 2018 after which it will be rescinded. Guardian believes this offer to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

April 11, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Prior to receipt of your letter, Guardian spoke directly with Ms. [redacted] on April 6, 2018. During that conversation, Ms. [redacted] expressed that she wished to move forward with the cancellation of her account. Guardian accepted Ms. [redacted]’s request and the account was terminated effective April 9, 2018. The balance due on the account has been waived and Ms. [redacted] will receive no further billing statements from Guardian. Should you or Ms. [redacted] have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

July 14, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:       [redacted] - Complaint...

#[redacted]                        Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.   Ms. [redacted]’s letter expresses discontent with the low voltage wiring installed in her new home by Guardian and further expresses frustration that the installation has not been completed. Ms. [redacted] also expresses dissatisfaction related to the collection status of her account.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly.  During that conversation, Guardian’s representative offered to send a technician at no charge to complete the installation of Ms. [redacted]’s low voltage wiring. At the time, Ms. [redacted] explained that completing the installation would result in damage to her home as a wall would need to be torn down to gain access to the proper area.   In light of Ms. [redacted]’s unique circumstances, Guardian has agreed to accept Ms. [redacted]’s request to waive the collection fees owed on her account. Additionally, Guardian has confirmed with Ms. [redacted] that she owes no further balance to Guardian. Please be advised that Ms. [redacted] has expressed her satisfaction with the resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].                                          ...⇄ Sincerely,                                         ...⇄ Andrew A[redacted] Manager                                         ...⇄ Customer Service Department