Guardian Protection Services Inc

August 12, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms[redacted]
Thank you for forwarding Mr. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted] concerns.
Mr....

[redacted] letter expresses discontent that his system was working properly and disputes the balance owed on his account. Guardian has researched its records and offers the following information in response.
Our records indicate Mr. [redacted] contacted Guardian on April 7, 2014 and advised that he had changed phone service providers to [redacted]. Guardian’s representative conducted a test of Mr. [redacted] system over the telephone and confirmed that signals were not received in Guardian’s central monitoring station. Guardian’s representative further informed Mr. [redacted] that [redacted] is not compatible with the security system. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to provide and install a cellular communication device which would restore communication with the security system. Mr. [redacted] declined to add the device.
On April 9, 2014, Guardian spoke with Mr. [redacted] regarding the ongoing communication issue from his system. Guardian’s representative again inquired if Mr. [redacted] would be interested in adding the cellular communication device which would restore communication. Mr. [redacted] declined.
On June 9, 2014, Guardian contacted Mrs. [redacted] after a regularly scheduled test signal from the system was not received. Guardian again offered to install a cellular communication device. Mrs. [redacted] declined and stated she wished to continue making monthly payments until the initial term of the Agreement matured and they were eligible to cancel.
On August 18, 2014, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that an early termination fee of $339.50 was required as ten (10) months remained in the initial term. Mr. [redacted] acknowledged his understanding that his system was not communicating with Guardian and advised that he would continue to pay monthly until he was eligible to cancel.
Guardian spoke with Mr. [redacted] on January 5, 2015 at which time he requested the amount due to cancel the account at the present time. Guardian forwarded a letter to Mr. [redacted] indicating the early termination fee to be $206.50 and stating that upon receipt of his written authorization to cancel and the early termination fee, the account would be cancelled. Our records indicate the written authorization to cancel the account was not returned to Guardian.
No further contact was received from the [redacted]s until July 7, 2015 at which time Mr. [redacted] reiterated his request to cancel his account. Guardian’s representative explained that thirty (30) days’ notice was required and expressed the account would be cancelled effective August 25, 2015 at the end of his billing cycle. Guardian forwarded another cancel letter to Mr. [redacted] for his signature.
Guardian did not receive the executed letter from Mr. [redacted] and spoke to him on August 3, 2015 to inquire about the status. Mr. [redacted] disputed that the account could not be cancelled immediately and expressed that he would not be remitting any further payments. Guardian received the subject complaint shortly thereafter.
Mr. [redacted] states in his letter that his system failed to work for the past year due to faulty equipment and further states that Guardian never corrected the problem. After careful review of Mr. [redacted] account, Guardian respectfully finds these statements to be false. Guardian’s records indicate that Mr. [redacted] changed telephone service providers which altered the communication path from his security system. This change to the telephone service was made without Guardian’s prior knowledge and was clearly outside of Guardian’s control. Upon notification that the telephone service had been altered, Guardian made several offers to provide and install a cellular communication device which would restore communication to Mr. [redacted] system. Regretfully, Mr. [redacted] declined all offers of assistance.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. While Guardian maintains the legal right to pursue full payment of the final balance due on the account, in this instance and in order to bring swift resolution to this matter, Guardian has accommodated Mr. [redacted] request to cancel his account without further payment. The balance due on the account has been waived and the account will be cancelled effective August 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address and resolve this complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

May 22, 2015
RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern....


Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records in response to Mr. [redacted]’s complaint and offers the following in response.
Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on February 20, 2015 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian’s services. The initial term is designated as sixty (60) months. Mr. [redacted]’s system was activated on March 7, 2015.
A Notice of Cancellation form was also provided at the time of sale which served to document that Mr. [redacted] received three (3) full business days to review and cancel his transaction with no further obligation.
Mr. [redacted] asserts that he submitted the Notice of Cancellation form to Guardian within the designated timeframe to cancel his transaction. Guardian conducted a thorough review of Mr. [redacted]’s account including all telephone calls with Mr. [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Respectfully, Guardian could find no record of receiving the executed Notice of Cancellation form from Mr. [redacted] until receipt of the copy attached to his Revdex.com complaint. Additionally, a review of the telephone interactions with Mr. [redacted] found no record of Mr. [redacted] verbally informing Guardian that the form had been submitted for processing.
Guardian first became aware of Mr. [redacted]’s desire to cancel his 24-hour monitoring services on April 6, 2015 at which time he contacted Guardian and requested the cancellation of his account. Guardian’s representative explained to Mr. [redacted] that he remained within the 60-month initial term of his Agreement and that an early termination fee was required to cancel the account at the present time.
Guardian spoke with Mr. [redacted] again on April 9, 2015 and confirmed the early termination fee amount required to cancel Mr. [redacted]’s transaction. In lieu of remitting the early termination fee, Mr. [redacted] informed Guardian that he wished to continue making monthly payments until the contract was fulfilled. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.
Upon receipt of Mr. [redacted]’s letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative explained that an investment had been made in Mr. [redacted]’s home to which Guardian had not been provided the opportunity to recover. Notwithstanding, in a good faith effort to bring swift resolution to Mr. [redacted]’s concerns, Guardian offered to accept a drastically reduced early termination fee in the amount of $550 which would allow Guardian to recover costs only. Mr. [redacted] accepted Guardian’s proposal. Upon receipt of Mr. [redacted]’s payment of the early termination fee, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted].
Sincerely,
[redacted] Manager
Customer Service Department

Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted] additional comments. Mr. [redacted] has expressed dissatisfaction that Guardian has declined to provide him with its proprietary system code, which would allow access the control panel’s digital transmitter and other critical system-level programming functions. As previously stated, the use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. In no way is this protocol an “illegal practice” as asserted by Mr. [redacted].
Mr. [redacted] letter states, “If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do something which impacts the security, then what are you there for?” Respectfully, making configuration changes to a computer will not result in false alarms nor result in armed police officers responding to Mr. [redacted] home unnecessarily. Please note that multiple false alarms can result in fines being assessed against Mr. [redacted] by his local municipality. Additionally, Mr. [redacted] programming changes may not only result in false alarms, but could render his system unable to communicate signals in an actual alarm event which could be detrimental to his safety. It is for this reason that Section B of Mr. [redacted] Agreement clearly states, “The Customer will not tamper or interfere with the System, nor permit others to do so.”
Additionally, please understand that the proprietary code utilized by Mr. [redacted] system is also used by many other Guardian customers. Releasing this programming code to Mr. [redacted] places other Guardian customers in a vulnerable position. Accordingly, Guardian cannot release this code to Mr. [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Mr. [redacted].
Mr. [redacted] letter also asserts “When I cancel the service, then you are oblized (sic.) to give the codes to me.” Respectfully, Mr. [redacted] assertion is inaccurate. Section B of Mr. [redacted] Agreement states, “The Customer agrees that the Company can make program changes to the Company’s proprietary data located in the transmitting device, including making the System non-functional, if the Agreement is ended.” Notwithstanding, should Mr. [redacted] wish to cancel his account at the end of the initial term of his Agreement, Guardian will agree to delete its proprietary coding and other information from the control panel and replace it with a default code. By doing so, Mr. [redacted] will have access to make changes to his programming or to allow an alternate security company to take over his system. However, while Mr. [redacted] system is actively being monitored by Guardian, Guardian respectfully declines to release the proprietary code information to him.
Thank you for allowing Guardian the opportunity to clarify this matter for Mr. [redacted]. Should you have any questions, please feel free to contact me at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

October 13, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).
Mr. [redacted] letter expresses discontent with Guardian’s explanation that his contractual obligation is with [redacted] and not Guardian. In an effort to clarify this matter for Mr. [redacted], please note that his Agreement states, “This agreement is entered into this 13th day of March, 2014 between [redacted]. hereinafter referred to as “Company” and [redacted].” Guardian is contracted by [redacted], to provide 24-hour monitoring services, telephone support services and billing services for Mr. [redacted]. A copy of Mr. [redacted] Agreement with [redacted] is attached for your reference.
Mr. [redacted] letter also asserts that he informed Guardian of his concerns with the exterior door contacts prior to August 3, 2015. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Guardian reviewed Mr. [redacted] account and found no telephone interactions with Mr. [redacted] prior to August 3, 2015 related to the exterior doors. If Mr. [redacted] contacted [redacted] directly regarding this matter, Guardian would have no record of those telephone interactions. Additionally, if Mr. [redacted] left voicemail messages for [redacted] related to this matter, Guardian would have no record of those interactions as well. Our records indicate that Guardian has been professional and responsive at all times in its efforts to assist Mr. [redacted].
Guardian apologizes that its efforts to satisfy Mr. [redacted] have not met his expectations. Guardian has relayed Mr. [redacted] concerns to [redacted] is not prepared to replace the exterior doors, nor is [redacted] willing to simply cancel Mr. [redacted] account as he has requested. [redacted] does remain willing to provide Mr. [redacted] with account credits or additional security equipment in an effort to earn his satisfaction. Alternatively, should Mr. [redacted] wish to cancel his account with [redacted], he may do so upon remittance of the early termination fee as set forth in Section 3 of his Agreement. That amount is designated to be of $1,574.65. (35 months X $44.99 = $1,574.65.)
Thank you for the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andy A[redacted], Manager
Customer Service Department

April 26, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”)...

of Mr. [redacted]’s concerns.  Guardian appreciates the opportunity to provide response and clarify this matter for all parties. For background, Mr. [redacted]’s initial transaction with Guardian occurred on June 21, 2014 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 designated as a period of sixty (60) months.   On April 21, 2017 with twenty-seven (27) months remaining in the initial term, Mr. [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services to his new home. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. In a good faith effort to assist Mr. [redacted], Guardian explained that services could be transferred to a friend or family member, or that the new homeowner could activate services under a new agreement for the remaining term which would relieve Mr. [redacted] from further obligation. Mr. [redacted] disputed the information provided to him and stated that Guardian’s sales representative verbally promised the Agreement could be cancelled at any time. Mr. [redacted] requested to speak with a Guardian supervisor. Approximately twenty (20) minutes later, a Guardian supervisor reached out as promised and spoke to Mr. [redacted]’s wife, Ms. [redacted]. During that conversation, Guardian’s representative confirmed that the terms of the Agreement signed by Mr. [redacted] clearly define the initial term to be five (5) years. Guardian’s representative also confirmed that Mr. [redacted] verbally acknowledged his understanding of the five (5) year term during a recorded telephone call with Guardian. Guardian’s representative explained to Ms. [redacted] that Guardian made a significant investment in her home by installing expensive security equipment in exchange for a minimum installation fee of $99 and with the expectation to recover the investment over the five (5) year term of the Agreement. Guardian has not been provided the opportunity to recover that investment which is why an early termination fee is required. In a genuine effort to bring this matter to swift resolution, Guardian offered to accept a drastically reduced early termination fee of $500 (originally $1,213.00) to cancel the account. Ms. [redacted] declined Guardian’s offer and requested a callback from another Guardian supervisor. Guardian received the subject complaint shortly thereafter.  Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] to discuss this matter further. During that conversation, Guardian agreed to further reduce the early termination fee to $350 to cancel the account and release Mr. [redacted] from all remaining obligation. Accordingly, Guardian electronically forwarded documentation to Mr. [redacted] for his signature which will authorize Guardian to cancel the subject account. Upon Mr. [redacted]’s return of the executed document and payment of $350, Guardian will terminate all monitoring services. This offer shall be extended to Mr. [redacted] and Ms. [redacted] until close of business on May 24, 2017 after which it will be rescinded and Guardian will reserve the right to pursue full payment under the terms of the Agreement.  Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at [redacted].                            Sincerely,                                   ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

July 17, 2017Revdex.comAttn: J[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: T[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to...

assist Ms. [redacted] in facilitating resolution of her concerns. Ms. [redacted] has expressed discontent related to a malfunctioning motion sensor. Prior to receipt of your letter, Guardian had spoken with Ms. [redacted] and scheduled onsite service to take place on July 14, 2017 at no charge to her. The onsite service appointment was conducted as promised during which the technician replaced a faulty motion sensor. Prior to departing the residence, Guardian’s technician conducted a test of the system and confirmed receipt of all signals in Guardian’s central monitoring station. Following the service visit, Guardian contacted Ms. [redacted] who indicated she was satisfied with the results of the service visit. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as our customer and appreciates the opportunity to resolve this matter on her behalf. Thank you for informing Guardian of Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at [redacted]. Sincerely,Andrew A[redacted], Manager Customer Care Department

November 19, 2015
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 address Mr. [redacted]’s concerns.
Mr. [redacted] has requested that Guardian...

waive the costs associated with onsite service conducted at his home on July 29, 2015. Upon receipt of your letter, Guardian spoke with Mrs. [redacted] and apologized for any confusion or inconvenience. Guardian’s representative explained to Mrs. [redacted] that normally the cost to replace a device so far out of warranty cannot be waived. Notwithstanding, in a good faith effort to resolve the [redacted]s’ concerns, Guardian’s representative offered to apply a credit to the account for the onsite service conducted on July 29, 2015. Guardian’s representative also offered to replace the brass device with a white device and have it installed at no charge. Mrs. [redacted] accepted. Accordingly, Guardian conducted onsite service at the [redacted] residence on November 18, 2015 at which time the brass intercom was replaced with a white intercom at no charge. Subsequent to the onsite service appointment, Guardian spoke with Mr. [redacted] who expressed his satisfaction with the installation of the device and with Guardian’s resolution to his concerns.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although I believe if I had not complained to the Revdex.com I would still be waiting for this company to refund the money owed...they intentionally lied on multiple occasions about their refund policy, and in my opinion, try to give the customer the runaround.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I understand the response, however since I own the device, why is it that the codes becomes proprietary of Guardian? If tomorrow I cancel the service, does your stand remains same or you will then disclose the codes? This I see as illegal practice to keep customer tied to Guardian and not move away. Anyway, my concern is that since the device belongs to me, it becomes my responsibility if somethign goes wrong because of what I do to it, which is true with any product that I own. If my laptop goes bad because I make configuration changes, then why should I blame the manufacturer or a service provider. Similarly, if you are worried that I may tamper or do somethign which impacts the security, then what are you there for? I will then reach out to you and then you provide service at a cost. What is the big deal? You cannot keep the codes away from the owner. YOU are not the owner of the device. You are just a service provider. Two things, if you have the code, please provide those as you are illegally keeping it, 2ndly if you dont, and [redacted] has it, then I will speak to them. However let me know why you will keep codes for my device and cannot disclose when I own it. Let me know where in your Service Contracts this is mentioned. Also, when I cancel the service, then are you oblized to give the codes to me.]
Regards,
[redacted]

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

of his contract. Our records indicate Mr. [redacted] initial transaction with Guardian occurred on March 2, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted] Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted] Agreement clearly states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted] initial term renewed on March 21, 2015.
Mr. [redacted] letter also states that Guardian recently declined to cancel his account as his initial term had been renewed. Guardian has reviewed its records and respectfully finds Mr. [redacted] assertions to be inaccurate. Mr. [redacted] contacted Guardian on June 25, 2015 to request the cancellation of his account as he wished to engage another security provider. Regretfully, Mr. [redacted] declined to allow Guardian’s representative the opportunity to obtain the necessary information to process his cancellation request prior to abruptly terminating the telephone call.
Notwithstanding the above, in an effort to bring swift resolution to this matter Guardian will accommodate Mr. [redacted] request to cancel his account. Upon cancellation, the balance due on Mr. [redacted] account will be waived and he will receive no further contact from Guardian.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Bill [redacted], Manager
Customer Service Department

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

May 10, 2016 Re: ID #[redacted] - Guardian Protection Services Inc. Subj: Rejection of company's response Dear Revdex.com: Please accept this letter as our (my wife and I) rebuttal to Guardian Protection Service's letter dated April 14, 2016. Manager Andrew A[redacted] states that our account came to guardian by way of [redacted] However, it was a representative from Guardian who came to our door with the sales pitch and terms of agreement. Advertising director, [redacted], identified himself with guardian and gave us his business card which clearly identifies him as a representative with Guardian Protection Services, and not [redacted]. Once we accepted the verbal terms, [redacted] came and performed the installation. I will include a picture of the mentioned business card. Therefore, Mr. A[redacted]'s very first claim is false. Mr. A[redacted] also states that our home is monitored because it is transmitting signals correctly. However, he did not address the fact that we accidently set off our alarm, did not turn it off in required amount of time and we did not receive a single call regarding our house alarm activation during a nonscheduled "test". By any definition, that is not properly monitoring when the monitoring company does not call the primary or secondary numbers on file to inquire about an unscheduled alarm activation. Additionally, regarding the service request on January 9, 2016, this was a thermostat issue. There were times we could not turn on the heater during very cold nights. I requested a replacement thermostat. The representative came out and took my 25 dollar service fee and turned on our heater, which did work from time to time, and stated it is working so there is no way for him to diagnose the problem. He left and several more night went by when the thermostat would not work for no apparent reason. So on January 21, 2016 I called out of frustration to cancel our services with Guardian. Finally, on March 28, 2016, during a cold spell in our area, our thermostat had finally quit working. This is of course after multiple complaints regarding our thermostat malfunctioning. However, this time the Z-wave thermostat went blank and we could not turn on the heater at all. At this time, the outside temperature was high 20's and low 30's. I explained we had no heater and our house was already cold inside with our 3 children and 3 dogs. Their resolution was to schedule a service appointment 4 days later! I had to pay an HVAC representative to come fix our issue temporarily so we could keep our children and pets from freezing to death in our home. When Guardian showed up 4 days after I paid somebody to fix it and did not show up with the replacement touch pad, he "relearned" the touchpad and said it's fixed. When I stated‘this has been an ongoing issue and asked where the replacement touchpad was he replied that dispatch did not mention to bring one. I called Guardian to specifically replace our continuously malfunctioning thermostat, yet they send a representative to my home with nothing more than a screwdriver. Therefore Mr. A[redacted]'s understanding of that most recent is inaccurate. To say the least. After filing the complaint with Revdex.com, I was contacted before I left town by "Allan, ext. 12394" on April 4, 2016. I explained the situation and gave a background description of multiple complaints, including our inability to cancel the contract during our 3-day grace period to no fault of our own. He gave me his email and asked that I forward my documentation. Mr. A[redacted] claims that that they have not received any documentation per that phone conversation. However, I sent the email to the provided email with all the documentation that same day, April 4,   2016 at 7:12 PM. Since my email did not come back as "undeliverable" I feel very confident that they did in fact receive my email and this was nothing more than a company trying to save their reputation through accusations and declaring the customer as a liar. This experience is a clear indication why no potential customer should ever get involved with Guardian Protection Services Inc. Lastly, and which I feel is the most relevant to this entire complaint is the fact that we not allowed or offered the opportunity to cancel our contract during our given 3-day period. We made every effort to cancel during that period and was told we had to cancel through the representative that sold us the contract. This representative, with the business card identifying him as a Guardian representative (Taylor Merrell), was conveniently unavailable during the 3-day grace period. We made numerous attempts, that are well documented and now in the hands of Guardian representatives to contact the representative within the first 3 days to no avail. Once Taylor did return conversation he told us the grace period has now passed and it's too late. Regardless of a difference of viewpoints between customer and company, we provided correct documentation to clearly support our claim regarding our effort to cancel during the grace period and were unable to no fault of us, the customer. This poor customer service should not fall back on the customer nor their bank account. This contract should by all rights be null and void from the beginning. Any questions please feel free to give me a call. Thanks for your patience and understanding.Sincerely,[redacted]###-###-####

RE:      [redacted], Case #[redacted] Dear Ms. Cook:   Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ additional comments related to the above matter.  Respectfully, Guardian is perplexed by Mr. [redacted]’ statements. Mr. [redacted]’ letter asserts that he was, “guaranteed a new supervisor would review my entire account and contact me to try to come to a resolution in which has yet to occur.” Please note that subsequent to receipt of Mr. [redacted] complaint, Mr. [redacted] has engaged in several telephone conversations with Del, a Guardian Supervisor, related to his concerns. During each conversation, Del has identified himself as a Supervisor. Del has also reviewed each and every concern set forth in Mr. [redacted]’ letters, further inquiring if Mr. [redacted] had any concerns remaining which needed to be addressed and resolved. During each conversation, Mr. [redacted] has expressed that his concerns have all been addressed and that he required no further assistance. Unfortunately, the additional information provided by Mr. [redacted] to the Revdex.com would seem to contradict the information he has provided to Guardian. Upon receipt of Mr. [redacted]’ most recent letter, Del again reached out and spoke with Mr. [redacted] regarding the contents of his complaint. During that conversation, Mr. [redacted] stated that he was under the assumption the balance of his account would be waived upon resolution of his [redacted] issues. Guardian has reviewed Mr. [redacted]’ account including all previous telephone conversations and while Guardian has no record of any such promises being made, Del agreed to apply a credit to Mr. [redacted]’ account in the amount of $195.95 in order to bring this matter to a final resolution. The credit was applied on April 7, 2017. Mr. [redacted]’ acknowledged his understanding that no further credits will be offered or applied moving forward. I am hopeful the above information is sufficient to close this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Care Department

October 26, 2016 Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:  [redacted] - Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc....

(“Guardian”). Guardian values the opportunity to address his concerns. Mr. [redacted] has expressed discontent with Guardian’s website and online payment system. Subsequent to receipt of Mr. [redacted]’s letter, Guardian confirmed that the error referenced by Mr. [redacted] related to the online payment method has been corrected. Guardian made several attempts to reacdh Mr. [redacted] to provide this information, however Guardian has not been contacted by Mr. [redacted] in response to the messages left for him.   Guardian’s records indicate that Mr. [redacted] has since remitted payment on his account via Guardian’s website on October 17, 2016.  Based on this information, Guardian assumes that Mr. [redacted]’s concerns have been fully addressed. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                         ...⇄ Care Department

August 5, 2015
RE: [redacted] – Complaint ID [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] additional comments. Guardian regrets that Mr. [redacted] remains dissatisfied with the efforts made to resolve his complaint. Notwithstanding, Guardian’s position respectfully remains the same.
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. Mr. [redacted] has indicated that Guardian may retrieve the security monitoring equipment from his home however it is important to understand that Guardian is unable to install previously used equipment in another customer’s home, much like Mr. [redacted] would not want previously used equipment installed in his home.
Alternatively, Guardian has offered:
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(s).
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.
Guardian believes it has made every reasonable effort to resolve Mr. [redacted] concerns in a manner that is fair to all parties. The above offers shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Should you have further questions or concerns, I may be reached at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

---------- Forwarded message ----------From: Vele, Shawn A<[email protected]>Date: Thu, Apr 7, 2016 at 1:39 PMSubject: Revdex.com ID # 11298026To: "[email protected]" <[email protected]>GreetingsResponse to Guardian: [redacted] security company was in the process of going door to door to switch over [redacted] security systems and the gentlemen that made the sales pitch mentioned nothing of early termination, moving fees or a 5 year contract.  My wife and I would have lined out or not participated knowingly in any such agreement. [redacted]Math 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]

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian welcomes the opportunity to provide response.
Upon receipt of the subject complaint, Guardian conducted a thorough review of its records and Ms. [redacted]’s account. For background, Ms....

[redacted]’s initial transaction with Guardian occurred on March 2, 2010 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. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
In May 2014, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained to Ms. [redacted] that she remained within the initial term of her Agreement and an early termination fee was required to cancel the account immediately. Guardian’s representative also provided additional options including the transfer of services to the new home or that the buyer/tenant of Ms. [redacted]’s home could activate Guardian’s services which would satisfy her obligation. Guardian also offered to place Ms. [redacted]’s account in an inactive status for a period of six (6) months to allow Ms. [redacted] time to complete construction of her new home. Ms. [redacted] accepted Guardian’s offer to freeze her account for a six (6) month period. As such, the account was placed in an inactive status from June 2014 – November 2014.
In December 2014, Guardian spoke with Ms. [redacted] to discuss relocation of monitoring services to her new home. During that conversation, Guardian offered to install a basic package in Ms. [redacted]’s new home in exchange for payment of a $195 installation fee and execution of a new 36-month Agreement. Guardian also explained that installation would be completed by either a local subcontractor or a technician from Guardian’s [redacted] branch. Ms. [redacted] expressed dissatisfaction that a subcontractor may complete the install and disputed the necessity of executing a new 36-month Agreement. Ms. [redacted] expressed that she wished to explore other security providers and would contact Guardian back at a later time.
Ms. [redacted] informed Guardian in January 2015 that she was ready to move forward with installation. Shortly thereafter, Guardian informed Ms. [redacted] that the installation would be conducted by a local subcontractor. Ms. [redacted] expressed dissatisfaction that install could not be completed by a Guardian technician and requested to cancel her account. Guardian’s representative indicated an early termination fee was required to cancel the account at the present time and in a good faith effort to satisfy Ms. [redacted], Guardian offered to accept a 25% reduction to the early termination fee in the amount of $262. Ms. [redacted] declined to remit an early termination fee, stating the early termination fee did not apply to her as she vacated the monitored premises.
On March 16, 2015, Guardian received written correspondence from Ms. [redacted] advising that she had engaged an alternate security provider. Guardian made subsequent attempts to contact Ms. [redacted] to discuss the cancellation of her account. Guardian received no contact from Ms. [redacted] until receipt of the subject complaint.
Upon receipt of Ms. [redacted]’s letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative explained that Ms. [redacted]’s Agreement provides Guardian the authorization to engage a subcontractor without prior consent. Notwithstanding, while Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in this instance Guardian will accommodate her request to cancel her account without further payment. The balance due on Ms. [redacted]’s account has been waived and her account cancelled effective April 10, 2015. Ms. [redacted] has expressed her satisfaction with this resolution.
Thank you for the opportunity to respond to Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
[redacted], Director
Account Management Department

Revdex.com:The acceptance is contingent to the New buyers transferring the service on their name. If the buyers are not willing to accept then I do not agree to pay $375 as mentioned. Katleen- I respect people in senior positions but at the same time I would have appreciated if you had know the facts and sent the response. Here are the facts1. I reached out to Guardian in June or July 2016 if I remember correctly when I decided to move to Texas and spoke to Kevin. He suggested to wait until the house is sold and if sold work with buyers to transfer on thier name . I politely told him that I will pay until the house is sold and would try my best to transfer on the buyers name if they agree.He also requested to reach out to him once the house is sold and I reached out to him in Oct 2016 as mentioned by you2. It's not Guardian who reached out to the buyers as mentioned by you but its [redacted] who reached out to the buyers and convinced them to take Guardian.  Overall I am very unhappy with Guardian Protection services and would not recommend to anybody
Regards,
[redacted]

October 15, 2015
Revdex.com of Western Pennsylvania
Attention: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr....

[redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.
Mr. [redacted]’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a result. Guardian has reviewed its records and offers the following in response.
For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in March 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Repair Agreement and a Residential Monitoring Agreement (“Agreement”) with Guardian on March 3, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Mr. [redacted] placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Mr. [redacted]’s system was subsequently installed and activated on October 1, 2015.
The following day on October 2, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account. Mr. [redacted] cited that a motion sensor was being activated by pets moving throughout the home. Mr. [redacted] also expressed dissatisfaction that he was unable to see notification that the overhead garage doors where being opened/closed. Mr. [redacted] further stated he believed he was to receive a zwave door lock. Guardian’s representative apologized to Mr. [redacted] for his frustrations and offered to swap the motion sensor for a glass break sensor. Mr. [redacted] declined. Guardian’s representative also explained that Mr. [redacted] could subscribe to advanced interactive services for an additional $5/month. Mr. [redacted] expressed he did not wish to increase his monthly monitoring fees. Guardian’s representative then offered to move the motion sensor and add two (2) window contacts at no charge. Mr. [redacted] declined and stated he wished to cancel the account. Guardian’s representative explained that an early termination fee is required to cancel the account and provided that amount to be $2,651.56. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] on October 7, 2015 to review his concerns directly. During that conversation, Guardian’s representative reiterated the offers previously made to move the motion sensor and add two (2) window contacts at no charge, and further offered to upgrade Mr. [redacted]’s service to advanced interactive with no additional monthly cost. Mr. [redacted] declined and requested the cancellation of his account. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to reduce the early termination fee by 30% to $1,856.09. Mr. [redacted] declined Guardian’s offer to accept a reduced early termination fee.
Guardian reached out to Mr. [redacted] again on October 13, 2015. Mr. [redacted] disputed the early termination fee amount, stating he would remit a lesser amount ($1,618.20) over the 36-month course of the Agreement. In good faith, Guardian’s representative offered to accept the sum of $1,618.20 to cancel the account, however Mr. [redacted] declined. Guardian’s representative explained that the cost to provide and install Mr. [redacted]'s system was $1,602.20. Mr. [redacted] rolled $250 of that amount into his mortgage. As such, Guardian offered to accept the difference ($1,352.20) to cancel the account which would allow Guardian to recover its costs only. Mr. [redacted] declined and requested that Guardian accept the sum of $400 to cancel his account. Guardian’s representative explained that it was unable to accept Mr. [redacted]’s proposal and reiterated its offer to send a technician to Mr. [redacted]’s home at no charge to move the motion sensor, add two (2) window contacts, and upgrade to advanced interactive with no further monthly cost. Mr. [redacted] declined all offers presented by Guardian.
Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Guardian has made every reasonable effort to address and resolve Mr. [redacted]’s concerns however Mr. [redacted] has declined to provide Guardian the opportunity to service the security monitoring equipment installed in his home. Guardian remains willing to send a technician to Mr. [redacted]’s home at no charge as described above. Alternatively, should Mr. [redacted] wish to cancel his account, he may do so upon remittance of the reduced early termination fee of $1,352.20. Guardian believes these offers to be fair and reasonable and is hopeful Mr. [redacted] will concur. These offers are extended to Mr. [redacted] until close of business on November 12, 2015 after which they will be rescinded.
Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department