Guardian Protection Services Inc

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.AMP Customer Representative Manage just reached out to me and asked me to take all the complains back for AMP and Guardian to resolve my issues.Here, I am requesting Revdex.com to take off all my complains for AMP and Guardian in order for AMP to release me out of their any contract with me without any extra payments to them now or in the future.
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.
1.Guardian's letter back doesn't address any of the issues of taking advantage of the elderly.  They hide behind [redacted]'s origianl contract but are all too happy to collect the fees and demand future payments for services not rendered.  They harassed me and my grandmother.  They were threatening when suggesting I find someone else to pick up my grandmother's contract and when they suggested the new owner's of my grandmother's house be contractually obligated to fulfill thier requirements.  They failed to pass my concerns up the ladder of management until I wasted my time filling out complaint forms and [redacted] reviews.  Completely unprofessional and I think their "A" grade from the Revdex.com should be re-evaluated.]
Regards,
[redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Ms. [redacted] for her business as well as her husband’s military service to protect our nation.
Ms....

[redacted]’s letter expresses dissatisfaction with the initial term of the Agreement she executed upon relocating monitoring services to a new residence as a result of her husband’s military orders. Guardian apologizes to Ms. [redacted] for any confusion related to the term of her Agreement and/or its relocation program. Guardian has reviewed its records and found that the initial term of the Agreement is clearly designated on the form to which Ms. [redacted] placed her signature. Notwithstanding, in a genuine effort to bring swift resolution to her concerns, Guardian contacted Ms. [redacted] and agreed to cancel the remaining obligation under the Agreement without further payment. Ms. [redacted] has expressed her complete satisfaction with this resolution. Guardian extends best wishes and thanks to Ms. [redacted] for the opportunity to serve her security needs and hopes she will consider Guardian again should she desire security services in the future.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

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

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]

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]

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

the above-referenced complaint. Guardian greatly values the opportunity to address and clarify this matter for all parties.   Mr. [redacted] has expressed discontent related to structured wiring installed in his home by Guardian. Upon receipt of your letter, Guardian contacted Mr[redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] stated that in 2013 he paid Guardian to install a functioning landline in his loft which he did not receive. Guardian’s representative politely explained to Mr. [redacted] that all structured wiring work conducted at his home was completed according to the terms of the Installation Agreement. Guardian’s representative further explained that Guardian does not install a “functioning landline” but rather Guardian installs a voice line to the selected room. Once that installation is complete, Guardian has no control over where services are placed which are acquired from other companies (in this case, the Comcast triple play gateway). Guardian’s records indicate a functioning voice line was installed in Mr. [redacted]’s home pursuant to the term of his Installation Agreement.  Guardian’s representative reviewed with Mr. [redacted] that if he would be willing to relocate the gateway from its current location in the home to the structured wiring panel, he could connect the line that runs to the loft and obtain a functioning voice line. Mr. [redacted] declined and requested that Guardian drop the spare cat5 line that runs from the attic to the structured wiring panel to the necessary floor, and add a voice/data in bedroom 3, which would allow him to backfeed the phone service from his gateway to the panel, then feed it from the panel back up to the loft.  Guardian’s representative explained to Mr. [redacted] that the above scenario may be a possibility however Guardian does not perform any work that will require the cutting of drywall / sheetrock without written confirmation from the Builder that they have someone who can complete the drywall repair. Guardian’s representative also reviewed that no guarantees can be made that a technician will be able to access the spare cable in the attic after cutting open the drywall. Further, Guardian’s representative explained to Mr. [redacted] that any work conducted as described above will be billable at Guardian’s standard time and material rates.  Mr. [redacted] disputed that he would be required to pay for work to be completed as it should have been completed in 2013.  Guardian’s representative reiterated that Guardian did complete the work that was originally requested, and that Mr. [redacted] is responsible for remitting payment for any work being performed beyond the scope of the original job. Mr. [redacted] stated he would relay this conversation to the Revdex.com and ended the call.  In summary, Mr. [redacted] utilizes a VoIP telephone service which is transmitted through his internet rather than a traditional telephone line. Mr. [redacted]’s modem/router combo from his internet service provider is not installed at the structured wiring panel therefore the phone line cannot be connected to the panel to access the service. Guardian previously offered to relocate the gateway however Mr. [redacted] declined. All structured wiring, including a functioning voice line, was properly installed by Guardian in 2013 according to the specifications in Mr. [redacted]’s Installation Agreement. Should Mr. [redacted] wish for any additional work to be completed by a Guardian technician, all services will be billed at Guardian’s standard service rates. Thank you for allowing Guardian the opportunity to clarify this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄             Andrew A[redacted], Manager                                         ...⇄ Customer Service 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

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]

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]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].
For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]...

Security, LLC (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. Guardian was not present during any aspect of the sales transaction or 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 thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
A review of Guardian’s records indicates that Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 25, 2011 to engage monitoring services. The initial term is designated as sixty (60) months. Mr. [redacted]’s letter asserts that the 60-month term is illegal in the state of California. Respectfully, this statement is false. Both Guardian and [redacted] operate their businesses in compliance with all local, state and Federal laws.
Mr. [redacted]’s letter expresses discontent that his security system is not functioning properly. Upon receipt of Mr. [redacted]’s complaint, Guardian reviewed its records and found that Mr. [redacted]’s security system had been disconnected by his phone service provider while onsite making phone repairs. Upon being notified of the issue, Guardian dispatched a technician to Mr. [redacted]’s home at which time it was discovered that his phone service (VOIP) was not compatible with his security system as his internet service did not provide enough bandwidth to support his phone system and the security system. The technician recommended a cellular transmitting device in order to achieve communication between his security system and Guardian. Mr. [redacted] declined to install a cellular transmitting device at that time.
Guardian subsequently spoke with Mr. [redacted] on several occasions and made numerous offers to provide a cellular transmitting device at a discount in a genuine effort to assist Mr. [redacted]. Mr. [redacted] declined all offers of assistance presented by Guardian.
Guardian understands Mr. [redacted]’s frustration; unfortunately it would appear the issue lies with Mr. [redacted]’s telephone service which is outside of Guardian’s control. Notwithstanding, it is Guardian’s sincere desire to resolve this matter to Mr. [redacted]’s complete satisfaction. To that end, while Guardian maintains the legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in this instance and in order to bring swift resolution to this matter Guardian has agreed to cancel his account effective January 9, 2015 without further payment. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address this matter for Mr. [redacted]. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

July 17, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Complaint #[redacted] Dear Ms. Gasser: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Ms. [redacted]’s complaint. Guardian is a customer-focused...

organization and values the opportunity to resolve her concerns. Upon receipt of your letter, Guardian immediately reached out to Ms. [redacted] in a genuine effort to assist her. To date, Guardian has been unable to speak with Ms. [redacted], nor has she returned the voicemail messages left for her. Guardian understands Ms. [redacted]’s frustration and sincerely empathizes with her situation. It is Guardian’s desire to assist Ms. [redacted] with removing her billing information and email address from the account as she has requested, however Guardian is unable to move forward without speaking directly to her. Guardian also requires documentation from Ms. [redacted] prior to completing her request. As such, Guardian respectfully requests that Ms. [redacted] contact Ken G. at ([redacted] at her convenience. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,John T[redacted] Manager Customer Care Loyalty Department

September 6, 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]’s complaint. Guardian appreciates the opportunity...

to assist Mr. [redacted] in facilitating resolution of his concerns. Mr. [redacted] has expressed discontent related to the camera equipment installed in his home. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted] directly. As a result, Guardian was able to reach a mutually agreeable resolution to Mr. [redacted]’s concerns to which he has expressed his complete satisfaction. Guardian values Mr. [redacted] as our customer and appreciates the opportunity to resolve this matter on his behalf. Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

August 26, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Ms. [redacted]’ concerns.
Upon receipt of your letter, Guardian...

conducted a thorough review of Ms. [redacted]’ account. In a good faith effort to bring swift resolution to this matter, Guardian has waived the balance due pursuant to Ms. [redacted]’ request. Additionally, please allow this letter to confirm that Ms. [redacted] has been cancelled and she will receive no further billing statements from Guardian. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

November 30, 2016 Revdex.comAttn[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr....

[redacted]’s complaint. Guardian values the opportunity to respond and assist in facilitating resolution of his concerns.  While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], Inc. (“[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. [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.  Given that the nature of Mr. [redacted]’s complaint relates to his sales transaction with [redacted], Guardian has provided a copy of the complaint to [redacted] and requested that they contact Mr. [redacted] directly. [redacted] has subsequently informed Guardian that Mr. [redacted]’s system has been reinstalled by [redacted] and that Mr. [redacted]’s system now contains the exact protection that was previously being provided by [redacted]. To commemorate the transaction, Mr. [redacted] has executed a new Agreement with [redacted] for an initial term of forty-one (41) months. Based on this information, Guardian believes Mr. [redacted]’s concerns to be fully resolved. Should you or Mr. [redacted] need to reach [redacted] directly, they may be contacted at:  [redacted]  [redacted] Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

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

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

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

April 28, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’s complaint. Guardian extends its sincerest apology to Ms. [redacted] for the issues she experienced with her security monitoring equipment immediately following install. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any inconvenience her experience caused.   Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment which took place on April 21, 2017.  During the service appointment, Guardian’s technician adjusted the garage contact, remounted the kitchen and hall magnets, and confirmed receipt of all signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian spoke with Ms. [redacted] who expressed her satisfaction with onsite service.  As an additional gesture of apology, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to one (1) month of monitoring services.  Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.      Thank you for allowing Guardian the opportunity to resolve this matter. Should you have any questions, please contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                          Customer Service Department

August 25, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to...

provide response and bring swift resolution to her concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account and all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) Ms. [redacted] states in her letter that she was unaware she was extending the initial term upon upgrading her security equipment in January 2017. Respectfully, Guardian finds this statement to be inconsistent with our records. Our review into Ms. [redacted]’s account revealed that Ms. [redacted] verbally acknowledged the new 60-month term during a telephone conversation with Guardian prior to executing the Addendum which clearly defined the initial term as sixty (60) months. Upon receipt of your letter, Guardian reached out to Ms. [redacted] to provide the above explanation. In a genuine effort to earn Ms. [redacted]’s satisfaction, Guardian offered to reduce the initial term to twelve (12) months at a reduced rate of $39.99/month. Ms. [redacted] accepted Guardian’s offer and stated this gesture would resolve her concerns. Guardian has forwarded a new Addendum outlining the reduced term and rate to Ms. [redacted] for her signature. Upon receipt of the executed Addendum from Ms. [redacted], Guardian will update her account accordingly. Thank you for allowing Guardian to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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 us, but will accept the 5 months credit they mentioned, if they feel obligated.
Regards,
[redacted]