Guardian Protection Services Inc

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

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

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide response and address her concerns.
Guardian regrets that a burglary event occurred at Ms. [redacted]’s home. For clarification, on the day of the burglary...

event on March 4, 2014, Guardian received the alarm signals and responded appropriately and immediately as indicated below:
18:43:57 Guardian received an alarm signal from an activation of the back door contact.
18:43:58 Guardian received an alarm signal from an activation from the foyer motion sensor.
18:44:08 Within ten (10) seconds, Guardian called the premises telephone number to verify the condition. Ms. [redacted] answered and instructed Guardian to dispatch the authorities in response to the alarm signals received.
18:44:45 Guardian contacted the [redacted] [redacted] County Police Department and notified the PD Operator of the alarm condition at Ms. [redacted]’s home.
Within fifty-two (52) seconds of receiving the alarm, Guardian contacted Ms. [redacted] to verify the condition and dispatched the police pursuant to her instructions.
Ms. [redacted] expressed concern that the audible siren did not activate during the burglary and further states she believes the siren was not properly programmed at installation to audibly engage during an alarm. Guardian has reviewed its records and Ms. [redacted]’s account in response to her concerns. Please note that Guardian’s standard procedure when installing a new system is to test the siren annunciation while testing communication with all zones. This protocol also applies to any and all subcontractors who install equipment on behalf of Guardian. Additionally, the security panel in Ms. [redacted]’s home is delivered by the manufacture with the siren set to annunciate by default. In order to disable the audible siren, the system would need to be specifically programmed accordingly. Finally, it is important to understand that the configuration of the audible siren is controllable at the keypad by the customer, thus can easily be turned off by a user who elects to change system configurations. Respectfully, Guardian is unable to control circumstances whereby alterations made at the premises affect the operation of the system. Guardian urges customers to conduct a frequent test of their alarm system (at least monthly) to ensure proper signal transmission. Ms. [redacted]’s Agreement with Guardian also highlights this aspect.
Again, Guardian sincerely regrets that Ms. [redacted] experienced an actual burglary event. Guardian recognizes that this is a serious event, however it should be understood that a security system in its design cannot prevent a forced or unauthorized entry; the security system is designed to detect unauthorized entry when the system is properly armed. Guardian’s review of the alarm incident revealed that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.
Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and reviewed the above information with her. Ms. [redacted] acknowledged her understanding of Guardian’s explanation of the event in question. Guardian also discussed with Ms. [redacted] her request for reimbursement for the losses sustained during the burglary. While Guardian explained to Ms. [redacted] that it could not accommodate her request for reimbursement, the parties were able to reach a mutually agreeable resolution to her request. I believe Ms. [redacted]’s concerns have been fully resolved. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure her continued satisfaction with the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

April 28, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to clarify this matter for all parties and to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding billing statements received for onsite service conducted at her residence. Ms. [redacted] further stated that she was promised the service would be completed at no charge to her. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account, including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)  A review of the telephone conversation with Ms. [redacted] on April 5, 2017 indicated that Ms. [redacted] verbally acknowledged her understanding that the trip fee of $50 would be waived and that she would be billed Guardian’s standard rates for the onsite service appointment.  Guardian has contacted Ms. [redacted] directly to provide the above information. During that conversation, Guardian agreed as a one-time courtesy to waive the labor fees associated with the above mentioned service visit. Guardian also agreed to apply a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Ms. [redacted] has acknowledged her understanding that Guardian has now applied credits for four (4) months of monitoring services and that no further credits will be offered or applied. Ms. [redacted] will also receive separate correspondence from Guardian outlining a new payment arrangement for the balance due on her account.  Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your help with this matter. One additional item that I would like to bring to the attention of Guardian Protection is that I had spoken with someone in their customer service department over a week ago because my first and last names are misspelled on my account and I am unable to edit them myself on the [redacted] app or website.  I was told that a request would be forwarded to Guardian's data entry department but I have not seen the changes corrected yet.  Can someone get back to me on this?
Regards,
[redacted]

July 3, 2017Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [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, I immediately reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, I apologized to Mr. [redacted] for any inconvenience related to the need for a second service appointment to install the doorbell camera. In apology and in a good faith effort to earn Mr. [redacted]’s satisfaction, Guardian has agreed to waive the $100 cost of the doorbell unit. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian sincerely values Mr. [redacted] as our customer and appreciates the opportunity to resolve this matter on his behalf.Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at [redacted]. Sincerely, John G[redacted] Inside Sales Supervisor

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will await the receipt of the letter confirming the cancellation of EZ Pay that was just mailed on 5/22 despite my repeat attempts to collect it. Additionally, the reason for contacting the Revdex.com was that Guardian refused to modify the service and did not provide written evidence that I signed for a "promotion" that would end after a 6 month period. Based on my review of the responses, they have maintained that this information is not available in the contract or anywhere written. While the Loyalty department is open, I was given a specific contact person who is NOT in the office until the times that were mentioned by Guardian- I believe her name was Lorena. The Loyalty Department was unable to assist me which led to this complaint in the first place. In my last response, which Guardian did not answer, I requested evidence that Guardian provided a full 6 months of service at the rate of 17.47. I have yet to receive a response to that via the Revdex.com forum, phone or via US Mail as requested multiple times now. I have no choice but to further this complaint. I appreciate the effort in attempts to resolve my disgust and dissatisfaction in doing business with an organization as unethical as Guardian. 
Regards,
[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.
Please note that Guardian is contracted by a firm known as [redacted] to provide 24-hour monitoring...

services, billing services and customer support services for customers of [redacted]. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]s 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]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Upon receipt of the complaint, Guardian researched Mr. [redacted]’s account records on file with Guardian.
Our records indicate Mr. [redacted]’s initial transaction with [redacted] occurred on March 21, 2014 at which time Mr. [redacted] executed a Monitoring Agreement (“Agreement”) with Protection Source for an initial term of two (2) years.
Shortly after engaging Protection Source, Mr. [redacted] negotiated a lower monthly monitoring rate directly with [redacted]. A credit was applied to Mr. [redacted]’s account on May 27, 2014 reflecting Mr. [redacted]’s new rate retroactively. Upon application of this credit, a minimal balance remained due on Mr. [redacted]’s account. As that amount remained unpaid each month, late fees began to accrue. Upon receipt of the subject complaint, Guardian reviewed Mr. [redacted]’s account and in good faith waived the balance due in order to satisfy Mr. [redacted]’s concerns.
Guardian contacted Mr. [redacted] on November 7, 2014 and reviewed the above information in a further effort to address his concerns. During that conversation, Guardian apologized to Mr. [redacted] for any confusion and as a further gesture of good faith, Guardian offered to apply a credit to Mr. [redacted]’s account equal to two (2) months of monitoring services. Mr. [redacted] expressed dissatisfaction with Guardian’s gesture and requested the cancellation of his account. Guardian’s representative informed Mr. [redacted] that he was ineligible to cancel his account as he remained within the initial term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.
Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account with [redacted]. Should Mr. [redacted] wish to cancel his account prior to the end of his initial term, Mr. [redacted]’s Agreement with [redacted] states he may do so upon payment of “100% of the amount due to the Company for the remainder of this Agreement”. That amount is designated to be $593.11 (19 months X 34.95/month – 70.94 credit applied by Guardian in good faith). Upon receipt of payment of $593.11, Mr. [redacted]’s account will be cancelled and he will be under no further obligation to [redacted] Alternatively, Mr. [redacted] may remit timely monthly payments and continue to enjoy 24-hour monitoring services until such time that he is eligible to cancel his account.
Thank you for providing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In all due respect, Mrs. V[redacted] continues to ignore that as a long term customer of Guardian I was taken advance of and intentionally given false information to secure a 2nd long term contact. To make matters worse, I was intentionally lied to a 3rd time in a crafty attempt to get trap me into another 60 month contract.I stand FIRM that I am willing to fulfil my remaining contract but I will absolutely will not sign another 60 month contract. The communication given to me was MY CONTRACT could be transferred. At no point was there a mention during any of my conversations with customer service would another long term contract be required. I am not asking Guardian to upgrade or install a new service there is already a monitoring system in the home.I would request that Mrs. V[redacted] take the time to listen to the recordings of my many conversations with her Customer Service Specialist so she will understand my position. If she is unable to resolve this issue, I would like my complaint elevated to higher management. I believe she does not have my best interest in mind, only attempting to make another sale.
Regards,
[redacted]

July 11, 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. Guardian values the opportunity to provide response and facilitate resolution.   Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian agreed to waive the collection fees associated with the account and allow Ms. [redacted] to continue with the payment arrangements to Guardian. Ms. [redacted] elected to remit full payment of the balance due. Based on the above information, I believe Ms. [redacted]’s issues to be fully resolved.  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

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.
Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Mr. [redacted]’s...

account. For background, Mr. [redacted]’s initial transaction with Guardian occurred on February 8, 2013 at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) 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 36 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
In February 2015 with twelve (12) months remaining in the initial term of his Agreement, Mr. [redacted] advised Guardian that he was moving and wished to activate the existing security system in his new home. Guardian’s representative offered to take over the existing system, replace the keypad and replace the security panel at no cost to Mr. [redacted] in exchange for a new 36-month Monitoring Agreement. Mr. [redacted] stated he did not wish to execute a 36-month Agreement and requested that Guardian transfer the remaining 12 months in his initial term to the new home. Guardian’s representative explained that in order to activate services at the new residence, a new monitoring agreement is required to reflect the actual monitored site. Additionally, there is a cost associated with replacing the keypad and panel which can be offset by executing a new 36-month Agreement. In an effort to earn Mr. [redacted]’s satisfaction, Guardian offered to activate the existing system for the twelve (12) months remaining in Mr. [redacted]’s initial term at billable rates for installation and equipment. Mr. [redacted] expressed interest in this offer and further requested pricing information for additional equipment.
Pursuant to Mr. [redacted]’s request, Guardian offered to take over the existing system, install one (1) new keypad, one (1) new security panel, three (3) glass break sensors and one (1) cellular communication unit. Guardian presented three (3) options to Mr. [redacted], as follows:
1) 12-month Agreement + $195 relocation fee + $915 equipment = $1,110 installed.
2) 36-month Agreement + $195 relocation fee + $0 equipment = $195 installed.
3) 60-month Agreement + $0 relocation fee + $0 equipment = $0 installed.
Upon receipt of the above options, Mr. [redacted] contacted Guardian and indicated he would execute a new 36-month Agreement however requested that Guardian waive the $195 installation fee. In good faith, Guardian agreed to accommodate Mr. [redacted]’s request. Shortly thereafter, Mr. [redacted] informed Guardian that he was no longer agreeable to adding time to his initial term nor did he wish to remit payment of the relocation fee and/or the costs associated with additional equipment. Mr. [redacted] further requested to remit the early termination fee to cancel his account.
On March 5, 2015, Guardian’s supervisor contacted Mr. [redacted] to review his concerns. During that conversation, Guardian’s supervisor explained the terms of the early termination fee as set forth in his Agreement and provided Mr. [redacted] with the amount he would need to remit in order to cancel his account. Guardian’s supervisor also stated that it was Guardian’s desire to maintain Mr. [redacted] as a customer and reiterated that the relocation offers presented to him were very generous. Mr. [redacted] disputed the early termination amount provided to him and requested that his Agreement terms be reviewed by Guardian’s legal counsel. Guardian’s supervisor expressed she would relay Mr. [redacted]’s concerns to the legal team and would contact him when she had received the attorney’s response. Guardian received the subject complaint shortly thereafter.
Mr. [redacted]’s letter asserts that Guardian is “in material breach of contract.” With all due respect, Guardian finds this statement to be false. Guardian has at all times honored its obligation under the Agreement and respectfully expected Mr. [redacted] to reciprocate by remitting timely monthly payments until the end of his initial term. Upon notification that Mr. [redacted] was moving from the monitored premises, Guardian made every reasonable effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement by presenting several good faith relocation options. Unfortunately, Mr. [redacted] rejected all offers of assistance.
While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in order to satisfy the complaint Guardian has agreed to accept Mr. [redacted]’s request to cancel his account. Mr. [redacted]’s account was terminated effective March 11, 2015. As such, Mr. [redacted] will receive no further billing statements from Guardian. Guardian has also reviewed Mr. [redacted]’s request for reimbursement and respectfully finds his request to be unwarranted at this time.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
[redacted], Director
Account Management Department

September 20, 2016   Revdex.com of Western Pennsylvania Attention:  [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220               Re:       [redacted] - Complaint #[redacted]...

                        Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Upon receipt, Guardian conducted a thorough review of Mr. [redacted]’s account including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.)  As a result, Guardian offers the following information.    For background, 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]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on November 12, 2012, as memorialized in the Monitoring Agreement (“Agreement”).  The initial term of the Agreement is five (5) years.   In September 2015, Mr. [redacted] contacted Guardian to advise he was moving from the monitored premises and review relocation options. Guardian’s representative explained that the new homeowners could activate services under a new agreement which would release Mr. and Mrs. [redacted] from the remainder of their initial term, or that the remaining term could be transferred to a friend or family member which would also release Mr. and Mrs. [redacted] from the remaining initial term. Should Mr. and Mrs. [redacted] wish to relocate their monitoring services, Guardian’s representative explained that options could be provided for a new 36-month, 48-month, or 60-month agreement and that billing on the account could be frozen for several months while Mr. and Mrs. [redacted] found a new home. As a final option, Guardian’s representative stated that an early termination fee could be remitted to cancel the account. Mr. [redacted] acknowledged his understanding of the options and advised he would contact Guardian when he was ready to make a decision.   On October 1, 2016, Mr. [redacted] requested that the account billing be frozen for a period of six (6) months while a new home was being built.  Guardian accommodated Mr. [redacted]’s request and placed billing on hold until July 7, 2016.    On June 23, 2016 with twenty-three (23) months remaining in the initial term of the Agreement, Mrs. [redacted] advised they were ready to relocate monitoring services to the new home. Guardian’s representative provided several relocation options based on the equipment requested by Mrs. [redacted]. Guardian’s representative also explained that the detached garage would need to be evaluated by an onsite technician to determine if it could in fact be protected as requested by the [redacted]s due to the distance from the security panel. Mrs. [redacted] stated that they would not wish to move forward with relocation if that garage could not be protected. Guardian’s representative advised that in the event the garage could not be protected, the account could be cancelled upon receipt of an early termination fee and offered to accept a 25% reduction in the amount of $861. Mrs. [redacted] expressed that she would discuss the options with her husband.   On August 30, 2016, Guardian spoke with Mrs. [redacted] to inquire if they wished to move forward with relocation.  Mrs. [redacted] stated that the garage was a concern and they did not wish to move forward with relocation until it was determined if it could be protected.  Guardian offered to schedule a technician to evaluate the premises and the garage. An onsite service appointment was scheduled for September 12, 2016.   Guardian spoke with Mr. [redacted] on September 1, 2016 to review relocation options. During that conversation, Guardian’s representative offered to provide a base package in exchange for $400 and for the twenty (20) months remaining in the initial term of the Agreement with no contract extension. Alternatively, Guardian offered to install a base package at no cost in exchange for execution of a new 36-month Agreement (a 16-month contract extension.)   The following day, Guardian informed Mr. [redacted] that after review with a Guardian supervisor, it was approved to offer 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.)  Guardian also advised that for any future relocations, the [redacted]s can remove and take any security equipment with them to be installed and activated in their new home for an install fee of $195 and a minimum new 12-month Agreement. Guardian received the subject complaint shortly thereafter.   On September 12, 2016, Guardian spoke with Mr. [redacted] who stated he was not able to attend the site evaluation scheduled for that date and that he would contact Guardian to reschedule after conferring with his wife. Guardian has since reached out to Mr. and Mrs. [redacted] to inquire about their decision related to relocation and/or the onsite evaluation however Guardian has been unable to reach them to date.    The above relocation offer remains available to the [redacted]s. Guardian also remains willing to schedule a technician to evaluate the garage as the [redacted]s requested. Guardian requests that Mr. or Mrs. [redacted] contact us at their earliest convenience with their decision. Should Mr. and Mrs. [redacted] wish to cancel the account, Guardian will accept a 25% reduction to the early termination fee as stated above. Guardian believes these offers to fair and reasonable and remains hopeful the [redacted]s will concur.    Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact me directly at [redacted], ext. [redacted].                            Sincerely,                                               ...⇄ Kathleen V[redacted] Director                                         ...⇄ Account Management Department

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

May 31, 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 Ms. [redacted]’s complaint. Guardian values the opportunity to...

provide response in hopes of facilitating resolution. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including all telephone interactions with Mr. and Ms. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc. (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly with Skyline, 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 Skyline. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that 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. 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 Ms. [redacted]’s initial transaction with Skyline occurred on September 12, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “The initial term of this Agreement is 36 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline 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. and Mrs. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of thirty-six (36) months. A similar telephonic survey was conducted between Skyline and Mr./Ms. [redacted] following installation of the system whereby Mr. and Ms. [redacted] again orally confirmed the initial term to be thirty-six (36) months. Upon receipt of your letter, Guardian contacted Ms. [redacted] to provide the above explanation. During that conversation, Guardian’s representative reviewed with Ms. [redacted] that Guardian possessed a copy of an email sent to Ms. [redacted] on May 1, 2017 which contained a copy of the Agreement as she had previously requested. Guardian’s representative forwarded another copy of the Agreement to Ms. [redacted] via email. Guardian’s representative also reviewed with Ms. [redacted] the above information related to the telephone recordings wherein Mr. and Ms. [redacted] verbally confirmed the thirty-six (36) month initial term. In a genuine effort to assist Ms. [redacted], Guardian’s representative again offered to relocate monitoring services to Ms. [redacted]’s new home. More specifically, Guardian offered to install the same equipment in the new home as what was located in Ms. [redacted]’s previous residence, all at no charge, in exchange for execution of a new thirty-six (36) month Agreement at the same monthly rate. Should Mr. and Ms. [redacted] wish to relocate, Guardian will agree to waive the current balance due on the account and will further agree to waive the four (4) months remaining in the current initial term. Ms. [redacted] informed Guardian that she wished to discuss the offer with her husband before making a decision. Guardian believes the above offer to be fair and reasonable and remains hopeful that Mr. and Ms. [redacted] will concur. This offer shall remain available until close of business on June 28, 2017. Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

April 3, 2017  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to address and clarify this matter for all parties.  Ms. [redacted]’s letter asserts that her system malfunctioned causing an audible...

alarm which Guardian could not or would not repair.  Ms. [redacted] also asserts that Guardian is no longer providing her with any service. Guardian has conducted a thorough review of her account and, respectfully, Guardian has found Ms. [redacted]’s assertions to be inaccurate.   For background, our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on December 19, 2013 at which time she executed a Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months.   On March 17, 2017, Ms. [redacted] contacted Guardian for assistance with beeping sounds emitting from the keypad. Guardian determined that a motion sensor seemed to be causing the alerts. Ms. [redacted] requested the cancellation of her account as a result of the audible sound. Guardian provided Ms. [redacted] with technical troubleshooting in an effort to determine why the keypad was beeping and to turn off the audible alert. Guardian did assist Ms. [redacted] in muting the sound, however the sounds returned. Guardian’s representatives then assisted Ms. [redacted] with temporarily powering down the system until onsite service could be conducted.  Guardian offered to schedule onsite service at no charge to Ms. [redacted] and further offered to apply a one (1) month credit to the account in apology for any inconvenience. Ms. [redacted] declined to schedule service and stated that cancellation of the account was the only remedy she would accept. Guardian received the subject complaint shortly thereafter. Subsequent to receipt of your letter, Ms. [redacted] did contact Guardian to schedule onsite service.  A service appointment was conducted at no charge on March 31, 2017.  While onsite, Guardian’s technician replaced a backup battery, multiple sensors and the master bedroom wireless touchpad.  Prior to departing the residence, the technician fully tested the system and confirmed receipt of all test signals in Guardian’s central monitoring station.  Guardian apologizes to Ms. [redacted] for any inconvenience. In good faith, Guardian has place a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services as promised.  Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄                         Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

January 2, 2015
Re: [redacted] - Complaint #[redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address the concern.
Guardian extends sincerest condolences to Ms....

[redacted] for the loss of her husband and apologizes for any confusion related to the transfer of services into her name. Based on Ms. [redacted]’s request, Guardian will discontinue all 24-hour monitoring and related services at her former residence located at [redacted] in [redacted]. The balance due on the account will be waived and no further billing statements shall be received from Guardian.
Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

July 10, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] complaint. Guardian values its customers and welcomes...

any opportunity to address a question or concern. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted]. During that conversation, Guardian’s representative explained that upon completion of the initial term the account renews on a month to month basis to avoid a lapse in services provided, which is why a 30-day notice to cancel is required. Notwithstanding, Guardian will accommodate Mr. [redacted] request to cancel the account effective immediately. Guardian will also provide Mr. [redacted] with a refund of the payment deducted on July 5, 2017. Mr. [redacted] expressed his satisfaction with this resolution.On behalf of Guardian, I would like to wish Mr. [redacted] the best and thank him for allowing Guardian to serve his security needs. Should he desire security services in the future, I hope he will consider Guardian.Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There are many concerns with this response. Why was I billed for 44 days of service and charged for 2 months at one time? If the billing period runs from the 20th of the month to the 21st of the following month, where did I allegedly received 50% off-what price?? This response confirms, as I have consistently stated, that Guardian did in fact overcharge me. In reality, without calculating any of the math required, 35.95 per month for 6 months is $209.70. If was promised 50% off of that price, the maximum I should have been charged ($209.70*.5) is $104.85. Guardian has advised and confirmed per their response that I was in fact billed $112.14 which exceeds what I was promised!In further breaking down the payment schedule which, below is I have asked for from Guardian, here’s a more accurate calculation of what I should have been charged and reason why I revoked the ACH payment authorization and have requested MULTIPLE TIMES to CANCEL THIS CONTRACT!!!Details are below: Month 1: 08/08-08/20 (14 days of service): If billed at $34.95 would be $14.66 or if billed at $17.47 would be $7.53. Which one was used to calculate the price Guardian provided?? Month 2: 08/21-09/20: 17.47 (including the billed price for month 2 of $17.47, if the first 14 days (from above) were billed at $34.95, the maximum I should have been charged for the 44 days of service is $32.13. Alternately, including the billed price for month 2 of $17.47, if the first 14 days (from above) were billed at $17.47, the maximum I should have been charged for the 44 days of service is $25.00.Month 3: 09/21-10/20: 17.47Month 4: 10/21-11/20: $17.47Month 5: 11/21-12/20: $17.47Month 6: 12/21-01/20: $17.47- this month was overcharged and not credited until AFTER the close of the billing date when I brought this error to the attention of Guardian!In either scenario, no matter which way it is viewed where I paid $34.95 or 17.47 for the first 44 days of service, the MAXIMUM total I should have spent on 6 months of service with guardian is 104.85 per their data ($209.70*1/2=104.85). Guardian has confirmed that they have billed me and taken more than this amount!
Regards,
[redacted]

August 2, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted]Dear Ms. [redacted] Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the...

opportunity to provide its response in hopes of clarifying this matter for all parties. Ms. [redacted] has requested that Guardian release proprietary code information so that she may access the configuration programming of her security system control panel. While Ms. [redacted] may be technically proficient and capable in such matters, Guardian politely declined to provide such due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company. Additionally, the proprietary code utilized by Ms. [redacted]’s system is also used by many other Guardian customers. Releasing this programming code to Ms. [redacted] places other Guardian customers in a vulnerable position. Accordingly, Guardian cannot release this code to Ms. [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Ms. [redacted].Ms. [redacted]’s letter asserts, “This alarm system belongs to me yet I’m unable to use it.” Respectfully, Ms. [redacted]’s assertion is inaccurate. Section 4 of Ms. [redacted]’s Agreement states, “You will own the System, except for the control/transmitting device which contains Our proprietary data and which We will always own.” Guardian has contacted Ms. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative explained that the hardware installed in Ms. [redacted]’s home (door contacts, motion sensor, glass breaks and keypad) belong to Ms. [redacted], however the control panel and the programming contained within belong to Guardian. Should Ms. [redacted] wish to engage another security provider, she may work with that company to have a new control panel installed with that company’s programming. Ms. [redacted] accepted Guardian’s explanation.I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Ms. [redacted]’s complaint. Sincerely,Agency Complaint Response Team