Guardian Protection Services Inc

July 29, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has conducted a thorough review of Mr. [redacted] account including a review of the telephone interactions with Mr. and Mrs. [redacted]. (Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr. [redacted] additional comments.
Mr. [redacted] system was installed by Guardian on April 21, 2103. On April 23, 2015 at 2:37am (not April 22, 2015 as believed by Mr. [redacted]) Guardian received notification from the system indicating a potential communication issue from the garage windows. Guardian’s representative recommended onsite service and explained to Mrs. [redacted] that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier date. Mrs. [redacted] acknowledged her understanding and accepted an appointment for May 27, 2015.
Shortly thereafter, Guardian spoke with Mr. [redacted] on April 23, 2015 and explained that Guardian had reached out to possibly move the service appointment to an earlier date. Guardian’s representative stated he would research the new service date and ask someone to contact Mr. [redacted] with that information. Mr. [redacted] expressed satisfaction with this explanation. Please note, at no time during this conversation did Mr. [redacted] express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system.
On April 25, 2015, Guardian spoke with Mr. [redacted] who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, 2015. Guardian’s representative assured Mr. [redacted] that Guardian was working on having service rescheduled to an earlier date. In good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenience. Again, at no time during this conversation did Mr. [redacted] instruct Guardian to stop monitoring his security system. Guardian’s records indicate the Mr. [redacted] did not request the cancellation of his account until May 4, 2015.
Mr. [redacted] letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr. [redacted] assertions are inaccurate.
Mr. [redacted] sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultation. I did, however, speak directly with the technician who installed Mr. [redacted] system. The technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless device. Notwithstanding, the technician explained that all points of entry leading into the garage (i.e. the windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussion. Additionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panel. After providing explanation to Mrs. [redacted], the technician recommended installing motion sensors which would detect any intrusion from this exterior loft door. Mrs. [redacted] agreed with the technician’s recommendation and the motion sensors were installed accordingly. Based on the above information, Guardian finds Mr. [redacted] statement that the home was left unprotected to be false.
Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs. [redacted] and Mrs. [redacted] mother prior to departing the residence. Further, Mr. [redacted] installation was the only appointment scheduled for the technician on that date. At no time did the technician rush Mrs. [redacted] through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times.
As previously stated, Guardian incurred significant cost in Mr. [redacted] home by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services. These services were performed with the expectation that Guardian will recover its investment over the sixty (60) month term of Mr. [redacted] Agreement. It is unreasonable for Mr. [redacted] to expect Guardian to simply cancel his account without further payment.
The terms of Mr. [redacted] Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $750 plus all amounts currently due. That amount is currently designated to be $2,919.00. In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Guardian believes this offer to be more than fair. This offer shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Alternatively, the following proposal remains available to Mr. [redacted] until close of business on August 19, 2015 as well.
1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].
2) Guardian will install commercial grade sensors on the steel door.
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.
6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.
Thank you for allowing Guardian to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew [redacted] Manager
Customer Service Department

August 2, 2016   Revdex.com of Western Pennsylvania Attn:  [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220   RE:      [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 and address Mr. [redacted]’s concerns.    For background, Mr. [redacted]’s security system was sold and installed by [redacted] Security Management, Inc. (“[redacted]”) whereby all aspects of his transaction took place directly with [redacted]. Guardian was not present during any aspect of the sales transaction with Mr. [redacted]. 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.    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.   Given that the nature of Mr. [redacted]’s concerns relate to the sales transaction which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services. Upon cancellation, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Should you or Mr. [redacted] wish to contact [redacted] directly, they may be reached at: [redacted] Security Management, Inc., [redacted]  Telephone: ###-###-####. Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact me directly at ###-###-####.                                           ...⇄ Sincerely,                                               ...⇄ April M[redacted], Manager                                         ...⇄ Dealer Operations

September 23, 2015
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr. [redacted] has requested the cancellation of his account citing...

financial reasons. In light of Mr. [redacted]’s request, Guardian has reviewed his account and offers the following information.
For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“[redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on March 6, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] activated Mr. [redacted]’s system on March 10, 2014.
On September 12, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account due to financial difficulty. Guardian’s representative explained to Mr. [redacted] that he remained within the five (5) year initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to lower his monthly rate and also offered to apply a credit to Mr. [redacted]’s account equal to one month of monitoring services. Mr. [redacted] declined to lower his rate however accepted the credit to his account. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the concerns set forth in his complaint. During that conversation, Guardian’s representative explained that while Guardian is unable to simply cancel the account, Guardian does have a number of options to assist Mr. [redacted] at this time. Guardian’s representative explained that Mr. [redacted] is eligible to receive two (2) additional credits to his account which would allow him time to regain financial stability. Guardian’s representative also offered to lower Mr. [redacted]’s monthly monitoring rate. Additionally, Guardian’s representative explained that Mr. [redacted]’s account could be placed in an inactive status for up to nine (9) months, again to allow Mr. [redacted] the opportunity to regain financial stability. Guardian’s representative apologized to Mr. [redacted] that these options were not initially presented to him however Guardian sincerely wishes to assist him in any way possible. In a final gesture of good faith, Guardian’s representative offered to accept a 20% reduction to the early termination fee if Mr. [redacted] wished to cancel the account immediately. Mr. [redacted] stated he wished to consider the options and would contact Guardian with a decision.
Subsequent to that date, Guardian has left a number of voicemail messages for Mr. [redacted] to follow up and offer further assistance. To date, Guardian has not heard back from Mr. [redacted].
Guardian believes the above options to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Please be assured that Guardian will continue to reach out to Mr. [redacted] and will make every reasonable effort to resolve his concerns to his satisfaction.
Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

September 27, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. **’s continued dissatisfaction. Guardian apologizes that its efforts to resolve Mr. **’s issues have not met his expectation.  Mr. ** previously expressed dissatisfaction with door locks purchased and installed by Guardian at his place of business, stating the door locks were not functioning properly. On September 13, 2016, Guardian dispatched a technician to inspect/repair/replace the door locks. Upon arrival, Guardian’s technician found that the door locks previously installed by Guardian had been removed and replaced by devices purchased by Mr. **.  Mr. ** would not permit Guardian’s technician to perform any work at that time.  Following the service appointment, Mr. ** requested the cancellation of the door lock portion of his Agreement. Pursuant to his request and the written authorization he provided, Guardian cancelled the door lock portion of Mr. **’s Agreement effective September 27, 2016.  Thank you for providing Guardian the opportunity to address Mr. **’s complaint.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

March 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to address his concerns.
Our...

records indicate Mr. [redacted] contacted Guardian on November 7, 2015 and requested a lower monthly monitoring rate. Guardian offered a reduced rate of $20.02/month in exchange for execution of a new 60-month agreement. Guardian also offered to provide one (1) month of free monitoring and a new panel battery at no charge. Mr. [redacted] accepted Guardian’s proposal. As such, a new Agreement was forwarded electronically to Mr. [redacted] for signature. Mr. [redacted] signed the Agreement and returned it to Guardian on December 8, 2015.
While being reviewed by Guardian’s auditing department, it was discovered that an error was made in the language of Mr. [redacted]’s new Agreement. More specifically, the Agreement stated, “The Monthly Services Fee under the terms of the Agreement will be $20.02 beginning as of the date hereof. The initial term will be extended for 60 months. Notwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive 60-month/5-year renewal terms, unless We receive a written notice of cancellation from You.”
Upon discovery of the error, Guardian prepared and sent a new Agreement to Mr. [redacted] for signature. The new Agreement language was amended to state, “The Monthly Services Fee under the terms of the Agreement will be $20.02 beginning as of the date hereof. The current term of the Agreement will begin as of the date hereof and continue for 60 months hereafter. Notwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive MONTH to MONTH renewal terms, unless We receive a written notice of cancellation.”
To clarify, the Agreement was amended to reflect a new 60-month term in lieu of adding 60 months to the existing term. The Agreement was also amended to reflect a month to month renewal term in lieu of a 60-month renewal term.
A Guardian representative did make a number of attempts to contact Mr. [redacted] to explain the language amendments. Unfortunately, Guardian was unable to reach Mr. [redacted] to provide the above explanation until after receipt of the subject complaint. Guardian did speak with Mr. [redacted] on March 17, 2016 and agreed to mail copies of the Agreements to him as he has requested. Guardian’s representative further explained to Mr. [redacted] the amendments made to the language of the Agreement and apologized for the error. Guardian’s representative also explained that a billing error had occurred and that a refund has been authorized back to Mr. [redacted]’s credit card. Mr. [redacted] inquired how to cancel his account at the present time and Guardian indicated that an early termination fee would be required. Guardian’s representative ended the conversation by expressing Guardian’s desire to rebuild Mr. [redacted]’s trust in the services we provide.
Again, Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience. As a gesture of apology, Guardian has applied a credit to Mr. [redacted]’s account equal to three (3) months of monitoring fees. Guardian is committed to delivering the highest standards of customer service and hopes that Mr. [redacted] will provide us the opportunity to regain his faith and trust in our services.
Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

November 22, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Guardian has reached out to Mr. [redacted] in an effort to resolve his concerns. Regretfully, Mr. [redacted] has declined to speak with Guardian directly.   Mr. [redacted] has expressed that he has no confidence in the security system installed in his home. Guardian would like to reassure Mr. [redacted] that all regularly scheduled test signals from his system have been received in Guardian’s central monitoring station which would indicate the system is properly functioning as designed to protect Mr. [redacted] and his family.  Respectfully, Guardian is unable to cancel Mr. [redacted]’s account absent payment of an early termination fee. Guardian’s previous offer to conduct onsite service at no charge during an evening or weekend appointment remains available. Upon completion of the onsite service appointment, Guardian will apply a credit to Mr. [redacted]’s account equal to four (4) months of monitoring services. Following completion of the onsite service appointment, should issues persist with the door locks related to intermittent signal strength from the repeaters installed in the area of the door locks, Guardian will then accept Mr. [redacted]’s request to cancel his account without further payment.  Thank you for allowing Guardian the opportunity to respond to Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                                                          Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

February 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties....


Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone interactions with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.)
For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] As such, all aspects of Mr. [redacted]’s sales transaction took place directly with [redacted], not Guardian. 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.
Our records indicate Mr. [redacted]’s initial transaction with [redacted] occurred on December 5, 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 and bolded clause which specifically states, “The initial term of this Agreement is 5 years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
In May 2015 with forty-four (44) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had moved from the monitored premises. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. Mr. [redacted] indicated he was interested in relocating services to his new home but was not prepared to do so at the present time. Guardian’s representative offered to place a freeze on Mr. [redacted]’s account for a two (2) month period to allow him the opportunity to make a decision. Mr. [redacted] inquired if he would be responsible for payment of the remaining forty-four (44) months in the initial term if he elected not to relocate. Guardian’s representative confirmed that Mr. [redacted] remained under obligation for the full initial term and further explained that the new homeowners/tenants could activate services under a new Agreement which would relieve Mr. [redacted] from all remaining obligation. Mr. [redacted] acknowledged his understanding and accepted Guardian’s offer to freeze his account for a two (2) month period.
Guardian spoke with Mr. [redacted] in September 2015 to discuss the status of his relocation. Mr. [redacted] indicated he was not prepared to relocate at that time. Guardian’s representative informed Mr. [redacted] that he remained within the initial term of his Agreement and was ineligible to cancel without payment of an early termination fee. Mr. [redacted] indicated he would like to determine if the new homeowners wished to activate monitoring services. Guardian’s representative indicated willingness to reach out to the new homeowner if Mr. [redacted] could provide their contact information.
On February 5, 2016, Guardian spoke with Mr. [redacted] at which time he disputed receipt of billing statements for the monitored premises. Guardian’s representative explained that Mr. [redacted] remained obligated under the Agreement until the end of the initial term unless he wished to remit payment of the early termination fee. Mr. [redacted] disputed the information provided to him. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian offered in good faith to provide and install a free base package plus a free medical pendant in exchange for execution of a new 36-month Agreement with a lowered monthly rate of $30. Alternatively, Guardian offered to accept a reduced early termination fee in the amount of $859. Regretfully, Mr. [redacted] declined Guardian’s offers and stated that the only acceptable resolution is to cancel the account without further payment.
Respectfully, Guardian is unable to accommodate Mr. [redacted]’s request to cancel without payment of an early termination fee. The primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made in the monitored premises. While Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial loss. Guardian has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account.
Section 12 of Mr. [redacted]’s Agreement states, “Your obligations under this Agreement continue even if You sell or leave the Premises.” Guardian has made every reasonable effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement by offering to relocate his system, offering to reach out to the new homeowners upon being provided contact information, or by accepting a reduced early termination fee. Guardian believes these offers to be fair and reasonable and remains hopeful that Mr. [redacted] will concur. These offers shall remain available to Mr. [redacted] until close of business on March 17, 2016 after which they will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments until such time that he is eligible to cancel his account.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management Department

September 11, 2015
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 clarify this matter and assist in facilitating resolution.
For background, Mr....

[redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Technology Solutions (“Ranger”). As such, all aspects of Mr. [redacted]s sales transaction and system installation took place directly with [redacted], not Guardian. 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.
Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on September 7, 2012 at which time Mr. and Mrs. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is clearly designated as five (5) years. Both Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form. [redacted] installed and activated Mr. [redacted]s system on September 14, 2012.
On August 13, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account in order to engage another security provider. Guardian’s representative informed Mr. [redacted] that he remained within the five (5) year initial term of his Agreement. Mr. [redacted] stated that he believed his initial term to be three (3) years however he would consult his paperwork and contact Guardian at a later time. No further contact was received from Mr. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.
It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]s concerns in a manner that is fair and reasonable to both parties. Pursuant to the terms of Mr. [redacted]s Agreement, Mr. [redacted] may elect to cancel his account prior to the end of his initial term upon payment of an early termination fee. That amount is designated to be $1,006.80. Notwithstanding, in good faith Guardian is willing to accept a 25% reduction to the early termination fee in the amount of $755.10 to cancel Mr. [redacted]s account and all remaining obligation. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $755.10 to cancel Mr. [redacted]s account is extended until close of business on October 9, 2015 after which it will be rescinded.
I am hopeful this explanation assists in clarifying Guardian’s role in 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

July 3, 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 the above-referenced complaint. Guardian values the opportunity to...

address Mrs. [redacted]’s concerns.For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in June 2016 to review products and services that were available for their new home, which was under construction at the time. Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction, Mr. [redacted] executed a Monitoring Agreement (“Agreement”) on June 7, 2016 for an initial term of sixty (60) months commencing from the date of the activation of services. Mrs. [redacted]’s complaint expresses discontent related to faulty equipment and multiple onsite service visits. Guardian has reviewed its records and offers the following information. Guardian most recently conducted onsite service on May 30, 2017 at which time the technician noted that the CAT5E wire for the kitchen camera had been incorrectly terminated. The kitchen camera had already been replaced twice and the technician noted that a return trip was necessary to replace the CAT5E wire as the technician did not have the correct parts with him on the truck. Guardian contacted Mr. [redacted] the following day to schedule the return trip however Mr. [redacted] indicated that he would be cancelling the account and declined to reschedule.On June 5, 2017, Guardian spoke with Mrs. [redacted] who requested cancellation of all services without penalty due to ongoing issues with the cameras. Guardian’s representative offered to schedule onsite service at no charge and at Mr. and Mrs. [redacted]’s convenience to complete the work described by the technician during the most recent service appointment, however Mrs. [redacted] declined. Guardian’s representative also offered to cancel the camera portion of Mr. and Mrs. [redacted]’s Agreement and adjust the monthly rate accordingly, however Mrs. [redacted] declined. Guardian’s representative explained that Guardian was unable to cancel the monitoring portion of the Agreement as the security system was working properly until Mr. and Mrs. [redacted] engaged another security provider. Should Mr. and Mrs. [redacted] wish to move forward with cancellation, they may do so upon payment of the early termination fee designed by their Agreement to be $750. Guardian received the subject complaint shortly thereafter.Upon receiving Mrs. [redacted]’s letter, Guardian immediately reached out and spoke with her directly. During that conversation, Mrs. [redacted] reiterated her request to be released from the Agreement without further payment due to ongoing issues with the camera. Guardian’s representative acknowledged the current camera issues and reiterated the previous offer to a) onsite service at no charge to resolve the issues, or b) to remove the camera services and adjust the monthly rate accordingly. Mrs. [redacted] expressed that she would review the options with Mr. [redacted] and advise Guardian of their decision.Guardian spoke directly with Mr. [redacted] on June 30, 2017 at which time Mr. [redacted] indicated he wished to remain with the new security provider he had recently engaged. Guardian’s representative reviewed with Mr. [redacted] that Guardian remains willing to resolve the camera issues or cancel the camera portion of the Agreement, however Guardian cannot cancel the monitoring portion of the Agreement without further payment. Mr. [redacted] informed Guardian that he would be in touch to remit the early termination amount, however expressed that he remained dissatisfied with Guardian’s services. Guardian regrets that its efforts to resolve Mr. and Mrs. [redacted]’s concerns have not met their expectations. Guardian believes the above offers to be fair and reasonable; said offers shall remain available to Mr. and Mrs. [redacted] should they wish to reconsider their decision to cancel. 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

February 27, 2017 Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and assist in facilitating resolution to his concerns. Mr. [redacted] expressed dissatisfaction regarding an error code...

received on his keypad which could indicate a communication error. Prior to receipt of your complaint, Guardian remotely accessed Mr. [redacted]’s system on February 15, 2017 and discovered that the error code referenced by Mr. [redacted] was a result of the system not being programmed to generate a monthly test signal. Guardian remotely reprogrammed Mr. [redacted]’s system to generate this test signal on a monthly basis. Guardian also confirmed that Mr. [redacted]’s system was properly communicating with Guardian at all times. Upon receipt of your letter, Guardian made numerous attempts to contact Mr. [redacted] to explain the above findings. Regretfully, Mr. [redacted] has declined to speak with Guardian directly. Based on the above information, Guardian believes that no communication error existed with Mr. [redacted]’s system. As such, Guardian respectfully cannot accommodate Mr. [redacted]’s request to cancel his account.  Notwithstanding, it is Guardian’s sincere desire to regain Mr. [redacted]’s trust in our services. To that end, Guardian would be pleased to dispatch a technician to Mr. [redacted]’s home at no charge to him to fully test the system and confirm proper transmission of all signals. Upon completion of the onsite service appointment, Guardian will place a credit to Mr. [redacted]’s account equal to six (6) months of monitoring service. This offer is presented by Guardian in good faith to demonstrate to Mr. [redacted] that we value him as a customer.  Should Mr. [redacted] wish to schedule onsite service, we ask that he contact Guardian at his convenience.   I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to respond to Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄ John T[redacted] Manager                                                                               Customer Care Loyalty Dept.

June 10, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s concerns. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to address this matter.
Guardian sincerely apologizes...

to Mr. [redacted] for any inconvenience related to his recent onsite service appointments. In light of Mr. [redacted]’s recent experiences, Guardian has agreed to provide and install an SVR unit and a thermostat at no charge to Mr. [redacted] and for no additional fee to his monthly rate. Mr. [redacted] has accepted Guardian’s offer and expressed his satisfaction with this resolution.
Guardian is currently working with Mr. [redacted] to schedule onsite service to install the above-referenced devices. Please be assured that Guardian will continue to work closely with Mr. [redacted] to ensure that onsite service is conducted and this matter is finalized in a timely manner. Guardian appreciates the opportunity to regain Mr. [redacted]’s trust in the services we provide.
Thank you for allowing Guardian to address 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

September 13, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Case #[redacted] Dear Ms. [redacted]   Thank you for forwarding Mr. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of his concerns.  Mr. [redacted] has expressed dissatisfaction with the camera system installed in his home. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that call, Guardian explained that the cameras can be programmed for motion activation via alarm.com however Guardian does not support this feature. Guardian’s representative explained that Guardian does not recommend motion activation for outdoor cameras as any small movement (i.e. a moving vehicle, a flag blowing in the wind, a bird flying by, etc.) will activate the recorder. Because Mr. [redacted] has limited video storage, the motion feature will quickly fill Mr. [redacted]’s storage capacity.  Guardian’s representative further explained to Mr. [redacted] that the cameras are not “junk”; the cameras are very sensitive and programming the motion sensors can be complex. Guardian’s representative offered to send a technician at no charge to assist Mr. [redacted] in programming the motion feature and to conduct a motion test to ensure it is programmed to suit Mr. [redacted]’s needs. Should Mr. [redacted] be dissatisfied with the results of the onsite service appointment, Guardian’s representative offered to cancel the camera portion of Mr. [redacted]’s Agreement. Mr. [redacted] inquired if the outdoor cameras were to be removed if a large hole would remain in the residential siding. Guardian’s representative explained that could not be determined without being onsite and further explained that Guardian would not be responsible for repairing any such holes. Mr. [redacted] acknowledged his understanding and scheduled onsite service to take place on September 9, 2016. Onsite service was conducted as scheduled on September 9, 2016 at which time the technician adjusted the camera settings to better detect motion outside the home.  While onsite, the technician presented an upgraded option which would provide Mr. [redacted] the capability to record and store video footage via an internet connection. Guardian’s technician quoted the Stream Video Recorder (SVR) device at a cost of $399. Mr. [redacted] expressed interest in the device and, as such, Guardian’s technician will order the equipment and return to Mr. [redacted]’s home to install the device at his earliest convenience.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                                                  ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Service Department

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

Thank you for forwarding Ms. [redacted]s’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address her concerns.
Ms. [redacted]s’ letter expresses dissatisfaction regarding issues with equipment subsequent to the upgrade of her...

security system. Upon receipt of your letter, Guardian contacted Ms. [redacted]s to discuss her concerns directly. In a good faith effort to bring swift resolution to this matter, Guardian has agreed to apply the following credits to Ms. [redacted]s’ account:
1) $200 towards the cost of the equipment installed during the upgrade;
2) $10.06 for batteries recently replaced in a bedroom window contact;
3) $25 for the co-pay assessed for recent onsite service;
4) $78.55 for one month of monitoring service; and
5) $115 representing a lump sum credit of $5/month for the remaining 23 months of Ms. [redacted]s’ Agreement.
The above credits were applied to Ms. [redacted]s’ account on October 22, 2014. Ms. [redacted]s has expressed her satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

May 24, 2016
RE: [redacted], Complaint #[redacted]

Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s additional comments. Guardian appreciates the copy of Mr. [redacted]’s business card provided by Mr. [redacted]. Guardian has determined that the business card utilized by Mr. [redacted] does not follow Guardian’s guidelines for marketing materials. Mr. [redacted] is, in fact, an employee of [redacted] and should not identify himself as a Guardian employee.
All of Guardian’s authorized dealers including [redacted] agree in writing to operate in compliance with all applicable Federal, state, and local laws, regulations, and ordinances applicable to their business activities and to otherwise comply with generally accepted fair sales and business practices. Guardian considers compliance with these provisions of the dealer’s agreement with us to be material to our business relationship. As such, we have forwarded the complaint to [redacted] and have advised them that the type of business practices outlined in the complaint cannot be condoned, and to the extent that this is in fact occurring, it must be stopped immediately. Please be assured that we will continue to monitor [redacted]’s activities and take appropriate action if we determine that they are not abiding by the terms of their dealer agreement with us.
Mr. [redacted]’s letter states he has experienced several false alarm events to which Guardian did not respond. As previously explained, Guardian’s records indicate that all regularly scheduled monthly test signals have been properly received which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Additionally, at no time did Mr. [redacted] raise these concerns until filing the subject complaint.
Please note that if Mr. [redacted] activated his system then quickly cancelled the activation at his keypad, such cancellation likely could have prevented the alarm signal from being transmitted to Guardian’s central monitoring station. It should be noted that that manufacturers of today’s high-tech alarm system hardware intentionally program a delay of 15-30 seconds in order to mitigate the potential of false alarms whereby authorities may be dispatched needlessly. Immediate cancellation of the activation at the keypad disables alarm signals from transmitting; this again is an intentional false alarm reduction strategy that is embraced by FARU (Law Enforcement False Alarm Reduction Unit) and security companies such as Guardian.
Guardian previously offered to assist Mr. [redacted] in conducting a test of his system, however Mr. [redacted] declined. Should Mr. [redacted] reconsider and desire to test his system, he may do so anytime by contacting Guardian at the toll-free customer service telephone number. There is no fee for customers who wish to test their system or receive telephone assistance.
Mr. [redacted]’s recent letter references documentation he emailed to Guardian for review. Guardian has conducted a thorough search of all email accounts and has been unable to locate any electronic communication from Mr. [redacted]. Should Mr. [redacted] wish to forward documentation for review, he may do so to my attention at [redacted]
Respectfully, Guardian cannot accommodate Mr. [redacted]’s request to cancel his account absent further payment. Mr. [redacted] may end his obligation by remitting payment of the early termination fee of $750 as designated in the terms of his Agreement. Alternatively, Guardian remains willing to schedule onsite service at no charge to Mr. [redacted] to replace the keypad and fully test his system.
Guardian has made every reasonable effort to resolve Mr. [redacted]’s concerns. I am hopeful the above information is sufficient to close the file with the Revdex.com.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

May 13, 2016
Re: [redacted] - Complaint [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response to Mr. [redacted]s concerns.
Our records indicate that Mr....

[redacted]s original transaction with Guardian occurred on November 5, 2013 at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage monitoring services. The initial term is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials in Section C which outlines the 60-month initial term.
Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction at the time of sale. Mr. [redacted] did not alter or cancel the engagement of Guardian therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. Our records indicate Mr. [redacted]s system was installed and activated on November 7, 2013.
In December 2015, Mr. [redacted] requested the cancellation of his account, stating he was informed by the sales representative that he could cancel after one year. Guardian’s representative reviewed Mr. [redacted]s sales paperwork and explained the initial term to be sixty (60) months.
In January 2016, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] disputed executing the Agreement. Guardian’s representative offered to mail a copy to him however Mr. [redacted] declined. Mr. [redacted] requested that billing be discontinued. Guardian’s representative politely explained that he remained within the initial term of his Agreement and therefore billing would continue.
In March 2016, Mr. [redacted] again stated to Guardian that he did not sign the Agreement. Guardian’s representative offered to mail a copy of the Agreement to Mr. [redacted]; Mr. [redacted] declined. Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that thirty-four (34) months remained in the initial term of his Agreement and that he was ineligible to cancel absent payment of an early termination fee. Guardian had no further contact with Mr. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his complaint. During that conversation, Mr. [redacted] stated he agreed to an initial term of thirty-six (36) months at the time of sale, not sixty (60) months, and that he was promised he could cancel after one year. Guardian’s representative explained that the Agreement defines the initial term to be sixty (60) months and inquired if Mr. [redacted] had documentation indicating a lower term or the option to cancel after one year. Mr. [redacted] expressed that he did possess such documentation which he would email to Guardian that same day.
Guardian did receive documentation from Mr. [redacted] on May 4, 2016. Upon review, the documentation provided by Mr. [redacted] stated that he could transfer service at no charge to him after the first year. Guardian’s representative explained to Mr. [redacted] that this document indicated he could transfer service to someone else however it did not provide for early cancellation. Mr. [redacted] reiterated that he was informed his initial term would be thirty-six (36) months and that he could provide additional documentation to confirm this statement. Guardian’s representative requested that Mr. [redacted] provide that paperwork for review. As of this date, Guardian has not received any additional documentation from Mr. [redacted].
Respectfully, Guardian is unable to cancel Mr. [redacted]s account at the present time absent payment of an early termination fee. Notwithstanding, in good faith Guardian will agree to reduce Mr. [redacted]s initial term from sixty (60) months to thirty-six (36) months in exchange for full payment of the balance currently due on the account. Upon receipt of that sum from Mr. [redacted], Guardian will reduce Mr. [redacted]s initial term to thirty-six (36) months; Mr. [redacted] will then be eligible to cancel his account effective November 18, 2016. This offer is extended to Mr. [redacted] until close of business on June 10, 2016 after which it will be rescinded and at which time Guardian will maintain the right to pursue fulfillment of the full terms of Mr. [redacted]s sixty (60) month Agreement.
In the interim, should Mr. [redacted] possess any documentation confirming a thirty-six (36) month initial term or the option to cancel after one year, Guardian remains willing to review and consider such paperwork.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]s complaint. Should you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  I would like to say that all of the information they are now saying they provided me was only after they were aware of my Revdex.com complaint.  This explanation is totally different from any proceeding by their supervisors, Sara and Phillipee'  The only mention of someone doing something wrong or misinforming me was blamed on the technician, he absolutely said nothing to me, I only heard him talking to someone at his company at Guardian [redacted] so I feel they are totally avoiding their explanation of why a supervisor, Phillipee' told me that I only had cellular back up and when my land line was disconnected by me that was the reason I had no working motion detector.  I would only ask you to have them address my concerns, not dance around the information and bring a technician into it,  perhaps send you a copy of my 2nd phone call to Phillipee', 4 days after my initial conversation with him which had given him plenty of time to do his investigation as he said it would only take a day and never returned my call.  Please explain how every single bit of information I have been told has changed since their knowledge of my contacting you.  May I ask for the recorded calls?

April 29, 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 provide response and facilitate resolution of Ms. [redacted]’ concerns.
For...

background, Ms. [redacted]’ initial transaction with Guardian occurred on October 12, 2012 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was clearly designated as a period of thirty-six (36) months.
On September 16, 2014 with fourteen (14) months left in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home located at [redacted]. Guardian’s representative explained to Ms. [redacted] that Guardian could install a base package in her new home at no charge in exchange for a new sixty (60) month agreement, with five (5) additional contacts at a discounted price of $35/each (a total installation cost of $175.
Guardian contacted Ms. [redacted] on September 23, 2014 to follow up regarding relocation of her monitoring services. Ms. [redacted] explained that her family was in the midst of unpacking and settling into the new home, and further asked if Guardian could contact her later in the week to discuss her options.
As requested, Guardian reached out to Ms. [redacted] several times during the following week and reached Ms. [redacted] on October 8, 2014. During that conversation, Ms. [redacted] stated that the purchase of her home “fell through” and that she needed time to find a new residence. In a genuine effort to assist her, Guardian’s representative offered to place Ms. [redacted]’ account in an inactive status for a period of three (3) months to allow her the opportunity to find a new home.

On February 3, 2015, Guardian spoke with Ms. [redacted] regarding the status of her account. At that time, Ms. [redacted] stated that her account had been cancelled as she had moved from the monitored premises. Guardian’s representative explained that nine (9) months remained in the initial term of Ms. [redacted]’ Agreement. In an effort to assist Ms. [redacted] in fulfilling her obligation under the Agreement, Guardian’s representative reiterated the previous offer to transfer monitoring services to Ms. [redacted]’ new home. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. [redacted] from her remaining obligation. Finally, Guardian’s representative explained that in order to cancel the account at the present time, an early termination fee is required. Ms. [redacted] stated that her husband had lost his job and disputed the information provided to her. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to simply cancel her account without further payment. In a good faith effort to bring swift resolution to this matter, Guardian offered to accept a 35% reduction to Ms. [redacted]’ early termination fee in order to cancel her account immediately. Ms. [redacted] accepted Guardian’s proposal. As such, upon receipt of Ms. [redacted]’s early termination fee and written confirmation of her cancellation request, Guardian will terminate her account and all obligation under the Agreement will cease.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Ms. [redacted]’ complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted] Director
Account Management Department

April 30, 2017 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] has expressed dissatisfaction regarding billing statements received for onsite service conducted at his residence as the exact amount due was not quoted to him prior to service being completed. Mr. [redacted] has also disputed the authenticity of his wife’s signature on the Work Order which outlined the service fees.  Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Guardian’s representative explained to Mr. [redacted] that the Work Order was electronically signed on a tablet therefore his wife’s signature would not appear as her normal signature but as a script-like font.  Guardian’s representative also explained that the technician informed Mrs. [redacted] prior to conducting service that the work would be billed at Guardian’s standard rates and also provide a quote for the new radio. Notwithstanding, in a good faith effort to earn Mr. [redacted]’s satisfaction, Guardian agreed to waive the sum of $375.24 and Mr. [redacted] remitted payment for the remaining balance of $87.50 due for onsite service.  Mr. [redacted] expressed his satisfaction with this resolution.   Guardian apologizes to Mr. and Mrs. [redacted] for any confusion related to the Work Order and service fees.  Guardian values Mr. and Mrs. [redacted] as our customer and appreciates the opportunity to regain their trust in our services.  Thank you for advising Guardian of Mr. [redacted]’s concerns.  Should you have any questions, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

February 21, 2017   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian welcomes the opportunity to address Ms. [redacted]’s concerns.       For background, Ms. [redacted]’s account came to Guardian by way of...

an authorized dealer of Guardian known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings.   [redacted] 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 [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.   Ms. [redacted] has requested the cancellation of her Agreement with [redacted]. Because Ms. [redacted]’s contract is with [redacted], not Guardian, please direct all future communications regarding this matter to [redacted] directly. [redacted] may be reached at: [redacted] S[redacted]  [redacted]  [redacted]
  Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, please do not hesitate to contact me at ###-###-####.                                           ...⇄ Sincerely,                                         ...⇄ April M[redacted], Director                                         ...⇄ Dealer Operations