Guardian Protection Services Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I however want to point out that I don't like the wording of the response, as Guardian try to indicate that they have done nothing wrong. E.g. bringing up that a tablet signature doesn't look like a normal signature is irrelevant in this case as my wife didn't sign anything, and was never presented with a tablet or work-order of any kind at all.
Regards,
[redacted]

December 19, 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 advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Ms. [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 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.  Upon receipt of Ms. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to remove the security equipment from Ms. [redacted]’s home and cancel Ms. [redacted]’s account. Based on this information, Guardian believes this matter to have been fully resolved by [redacted].  Should you wish to contact [redacted] directly, they may be reached at: [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Billing issues have not been resolved. As I continue to make monthly payments, I continue to receive past due notices stating I am more than 60 days past due. Which I am not because I was told credits were in the system but never processed. As well as I have been paying for services that have not been working properly for the last couple weeks and due to that I had property stolen off my front porch. And still my cameras are not working. I can't view my cameras on the app, nor do the motion sensors work properly. As well as I get delayed text notifications after disarming/rearming my system. Also when a technician is scheduled to come out between 8-12 he doesn't show until 1-2 so I miss appointments and miss getting stuff done. Also I don't appreciate being told By one certain rep when I call in with an issue, that my devices are not under warranty and that I have to pay a service fee/equipment charge.
Regards,
[redacted]

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services,...

Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve Mr. [redacted]’s concerns.   Mr. [redacted] has expressed dissatisfaction with an invoice assessed to his account for the addition of security monitoring equipment which was not installed. Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian applied a credit to Mr. [redacted]’s account in the amount of $305.00, representing the amount billed to his account on March 30, 2016.  I believe the application of this account credit should completely satisfy Mr. [redacted]’s concerns. Guardian values Mr. [redacted] as its customer and is grateful for the opportunity to continue providing him with his security monitoring services.   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

April 22, 2016
RE: [redacted] Case #[redacted]
Dear Mrs. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to address Mrs. [redacted]’s concerns and clarify this matter for all...

parties.
For background, please note that Mr. and Mrs. [redacted] originally met with Guardian in February 2013 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on February 14, 2013 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.
Mrs. [redacted] asserts in her letter that Guardian “snuck in” a contract during the time of sale. Respectfully, this assertion is false. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Mrs. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services. Our records indicate Mr. and Mrs. [redacted]’s system was installed and activated on May 1, 2013.
In March 15, 2016 with twenty-seven (27) months remaining in the initial term of the Agreement, Mrs. [redacted] informed Guardian that they had moved from the monitored premises. Mrs. [redacted] requested that Guardian contact the new homeowners and inquire if they wished to take over monitoring services. A short while later, Mr. [redacted] contacted Guardian and again stated that the [redacted]s had moved. Guardian’s representative offered to transfer services to the [redacted]’s new home however Mr. [redacted] declined. Guardian’s representative explained that twenty-seven (27) months remained in the initial term of the Agreement and that the [redacted]s were ineligible to cancel absent payment of an early termination fee. Guardian’s representative also explained that the balance of the initial term could be transferred to a friend or family member, or the new homeowners could activate services under a new contract which would relieve the [redacted]s from all remaining obligation. Finally, should the [redacted]s wish to move forward with cancellation, Guardian’s representative offered to reduce the early termination fee by 25% in a genuine effort to assist them. Mr. [redacted] indicated he wished for Guardian to reach out to the new homeowners before making a decision. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative offered in good faith to accept a 50% reduction to the early termination fee in the amount of $560 to cancel the account. Mrs. [redacted] accepted and remitted payment of the early termination fee on April 18, 2016.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mrs. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department

February 22, 2017 Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of her concerns. Ms. [redacted] has expressed dissatisfaction with the delay in scheduling...

onsite service to make repairs to her system. Subsequent to receipt of your letter, onsite service was conducted by [redacted] Security Management (“[redacted]”) on February 18, 2017 at Ms. [redacted]’s home. Upon completion of the service visit, Guardian contacted Ms. [redacted] who confirmed her satisfaction with the service appointment.  During that conversation, Ms. [redacted] reiterated her displeasure with the cost of the siren previously installed.  Guardian’s representative offered to place a credit to Ms. [redacted]’s account in the amount of $99.50 representing the cost of the siren and the trip fee. Ms. [redacted] accepted and confirmed that all issues have been resolved to her satisfaction. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.   Guardian extends its sincere apology to Ms. [redacted] for her negative experiences with [redacted] and apologizes that her security system could not be serviced in a suitable timeframe. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with [redacted] who assured Guardian that Ms. [redacted]’s issues have been appropriately addressed and corrected within their organization.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

May 20, 2015
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns.
Mr. [redacted]...

indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facility. Prior to receipt of your complaint, Guardian processed the cancellation of Mr. [redacted]’s account. Said cancellation became effective May 20, 2015. Monitoring services at Mr. [redacted]’s residence have been discontinued and Mr. [redacted] is under no further obligation to Guardian. Guardian apologizes to Mr. [redacted] for any confusion and would like to wish him all the best.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,

[redacted] Manager
Customer Service Department

August 19, 2016   Revdex.com of Western Pennsylvania Attn:  [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220   RE:      [redacted] – Complaint ID #[redacted]             Dear Ms. [redacted]: ...

  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and 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 Management, Inc. (“[redacted]”). As such, all aspects of the 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.   Ms. [redacted] has expressed dissatisfaction that monitoring services have not been transferred to her new home after relocating in May 2016 and has requested the cancellation of her account as a result. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted]. Upon receipt, [redacted] conducted a thorough review of Ms. [redacted]’s account and offers the following information in response.   On June 9, 2016, Ms. [redacted] informed [redacted] that she was moving from the monitored premises and wanted to relocate services. After further discussion, Ms. [redacted] indicated she wished to inquire if the new homeowners were interested in taking over services before she made a final decision to relocate.   Subsequently, [redacted] and/or Guardian left ten (10) voicemail messages for Ms. [redacted] between June 19, 2016 and July 26, 2016 asking that she return the telephone call and to inquire about the status of her relocation.    On July 28, 2016, Ms. [redacted] informed [redacted] that she had re-installed her security system and requested onsite service as the system was not working. [redacted] indicated that they would review available service dates and contact Ms. [redacted] later that day. (Please note, neither [redacted] nor Guardian have a record of completing relocation/reinstall of Ms. [redacted]’s system.)  Later that day on July 28, 2016, [redacted] left two (2) voicemail messages for Ms. [redacted] to schedule onsite service for either August 1, 2016 or August 2, 2016. A voicemail message was also left for Ms. [redacted] the following day on July 29, 2016. Ms. [redacted] returned [redacted]’s message on the afternoon of July 29, 2016. Unfortunately, by that time the August 1st service date was no longer available and Ms. [redacted] indicated she was unavailable on August 2nd.    Ms. [redacted] contacted [redacted] on July 30, 2016 to schedule onsite service. [redacted] informed Ms. [redacted] they would review the service schedule and contact her with available dates. [redacted] subsequently left a voicemail message for Ms. [redacted] offering to schedule onsite service for August 15, 2016.  Ms. [redacted] contacted [redacted] on August 11, 2016 and requested the cancellation of her account, further stating she would not agree to relocate monitoring services.   Based on the above information, [redacted] has informed Guardian that [redacted] respectfully declines to release Ms. [redacted] from her contractual obligation at this time. Should Ms. [redacted] wish to cancel her account, she will need to communicate directly with [redacted] related to that topic.    Alternatively, [redacted] has informed Guardian that [redacted] remains willing to schedule a technician to service Ms. [redacted]’s system as soon as possible. [redacted] is also willing to apply a credit to Ms. [redacted]’s account equal to three (3) months of monitoring services for the time in which she did not have service. Should Ms. [redacted] wish to contact [redacted], they may be reached at: [redacted] Security Management, Inc., [redacted].  Telephone: ###-###-####.   I am hopeful the above information has assisted to clarify this matter for all parties. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I don't need the system in my house they can come and get it. I am not paying for something that's out of date.  I hope we can resolve this issue by just ending my contract.  its that simple Regards,
[redacted]

September 8, 2016   RE:      [redacted] – Complaint ID #[redacted]   Dear Ms. [redacted]:    Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Mr. [redacted]...

for the issues he has experienced with this cellular communication.    Upon receipt of your letter, Guardian contacted Mr. [redacted] and explained that a refund of $150 would be provided pursuant to his request. Mr. [redacted] expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to continue providing him with his security monitoring services.   Thank you for providing Guardian the opportunity to address this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                           ...⇄ Sincerely,                                               ...⇄ John T[redacted] Manager                                         ...⇄ Customer Care Loyalty Department

September 8, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian extends its apology to Mr. [redacted] for any confusion related to reimbursement of payments he made during the time in...

which new homeowners took over security monitoring services in his former home.
Prior to receipt of your letter, Guardian did process a refund to Mr. [redacted] in the amount of $111.98. Said refund will be provided to Mr. [redacted] via check from the [redacted] Group of Companies and will be forwarded within the next two (2) weeks. Again, Guardian apologizes for any inconvenience. Guardian regrets losing Mr. [redacted] as a valued customer and hopes that he would consider using Guardian again in the future.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

October 18, 2016 Revdex.comAttn[redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [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.  Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account and all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Mr. [redacted]s initial transaction with Guardian occurred on December 7, 2010 at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months.  On April 29, 2015, Guardian spoke with Mrs. [redacted] and reviewed with her that her security equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4G. Guardian’s representative offered to replace the equipment at no charge to Mr. and Mrs. [redacted] in exchange for execution of a new 44-month agreement. Guardian’s representative explained to Mrs. [redacted] that a Residential Addendum outlining the 44-month initial term and monthly rate would be forwarded to Mr. and Mrs. [redacted] via email for them to review and electronically execute. Mrs. [redacted] acknowledged her understanding and scheduled the upgrade to take place on June 20, 2015.   The following day on April 30, 2015, Mr. [redacted] contacted Guardian to verify that the telephone call between Guardian and Mrs. [redacted] on April 29th was valid. Guardian’s representative confirmed that Mr. [redacted]s security equipment did indeed require an upgrade to the 4G network and confirmed the service appointment scheduled for June 20, 2015. Mr. [redacted] indicated that he had not yet received the email from Guardian which contained the new Residential Addendum. Guardian’s representative explained that Mr. [redacted] should receive the electronic document within the next several days.  Guardian’s records indicate the Residential Addendum was emailed to Mr. [redacted] on April 30, 2015 at 5:05pm EST. Guardian’s records further indicate that Mr. [redacted] electronically accessed the document by entering his security password on April 30, 2015 at 5:21pm EST. The document was electronically signed by Mr. [redacted] and emailed back to Guardian on April 30, 2015 at 5:22pm EST. Mr. [redacted]s system was upgraded as scheduled on June 20, 2015.  On July 20, 2016 with thirty-three (33) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Residential Addendum and was ineligible to cancel the account. Guardian’s representative further explained that Mr. [redacted] could transfer services to his new home, or that the new homeowner could activate services under a new agreement which would relieve Mr. [redacted] from any remaining obligation. Mr. [redacted] stated that he was building a new home which would not be complete for several months. Guardian’s representative offered to freeze billing on the account for up to six (6) months to allow Mr. [redacted] time to complete construction on his new home. Mr. [redacted] wished to consider options and follow up at a later date.  On July 25, 2016, Mr. [redacted] contacted Guardian and requested that monitoring services be discontinued at the premises. Pursuant to his request, Guardian placed the system out of service effective August 4, 2016, however informed Mr. [redacted] that billing would continue through the end of the initial term.  On August 29, 2016, Guardian spoke with Mrs. [redacted] to inquire about the status of relocation. Mrs. [redacted] indicated she had received an offer from a competitor with a lower monthly rate. Guardian offered to match the competitor’s rate in exchange for a new thirty-six (36) month agreement.  Mrs. [redacted] requested time to consider the offer.   Guardian spoke with Mr. [redacted] several times in September 2016 regarding the status of his account. Mr. [redacted] disputed receipt of billing statements after moving from the monitored premises. Guardian presented several options to Mr. [redacted] in an effort to assist him in fulfilling his obligation under the Agreement however Mr. [redacted] declined all options. Guardian later spoke with Mr. [redacted] on October 5, 2016 and again explained that billing will continue through the end of the initial term. Mr. [redacted] requested no further telephone calls from Guardian. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian explained that the remaining term is related to the Upgrade Addendum which Mr. [redacted] executed on April 30, 2015 for the 2G/4G upgrade. Mr. [redacted] did not recall the document and Guardian offered to send a copy to him.  After forwarding the document to Mr. [redacted], Guardian made several attempts to reach Mr. [redacted] to ensure he received the Residential Addendum and to discuss this matter further. To date, Mr. [redacted] has not returned the telephone messages left for him by Guardian. Mr. [redacted]s letter states he was unaware he was extending the term of his Agreement upon upgrading his security equipment in April 2015. Respectfully, Guardian finds this statement to be inaccurate. Our review into Mr. [redacted]s account revealed that Mrs. [redacted] verbally acknowledged the 44-month term during the telephone conversation with Guardian on April 29, 2015.  Further, the Residential Addendum executed by Mr. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for 44 months hereafter.”  Based on the above information, Guardian is respectfully unable to cancel Mr. [redacted]s account without further payment. Notwithstanding, in a good faith effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $700 to cancel Mr. [redacted]s account. This offer is extended to Mr. [redacted] until close of business on November 18, 2016 after which the offer will be rescinded. Guardian believes this offer to be fair and reasonable and remains hopeful Mr. [redacted] will concur.   Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

For resolution of my complaint, I would like the company to provide the installer and dealer codes for my home security system. This will provide good faith that they are compliant and willing to unlock my owned, home security system.

September 6, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to...

facilitate swift resolution of his concerns. Mr. [redacted]’s letter asserts that his system is malfunctioning due to poor Verizon LTE coverage in his area. Mr. [redacted] also asserts that the system continues to fail after two (2) onsite service appointments. Guardian has conducted a thorough review of Mr. [redacted]’s account and, respectfully, Guardian has found Mr. [redacted]’s assertions to be inconsistent with our records. Our records indicate that Guardian conducted onsite service at Mr. [redacted]’s premises on two (2) occasions. The first service visit was requested by Mr. [redacted] to tie in a new device. The second service visit was requested by Mr. [redacted] to replace a keypad which became damaged when attempting to change a battery. Guardian has no record of Mr. [redacted] requesting onsite service to address concerns related to the cellular coverage in his home. Additionally, Guardian was unaware of Mr. [redacted] concerns until receipt of the subject letter. Upon receipt of Mr. [redacted]’s complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian provided the above explanation and offered to schedule a technician at no charge to address any concerns related to the cellular communications. Mr. [redacted] stated he would need to review his schedule and requested a call back on Monday, September 11, 2017. Please be assured that Guardian will continue to work closely with Mr. [redacted] to ensure that his concerns are addressed in a timely fashion and to his full satisfaction. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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]

September 19, 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 Ms. [redacted]s complaint. Guardian values the opportunity to...

address this matter. Ms. [redacted] has disputed the final balance due on her account after cancelling. Our records indicate that Guardian spoke with Ms. [redacted] on June 14, 2017 at which time she requested the cancellation of her account. Guardian’s representative explained that 30 days’ cancellation notice is required and that the account would be cancelled effective July 7, 2017 (the next billing cycle date). Guardian also advised Ms. [redacted] of the final balance due on the account. Guardian subsequently spoke with Ms. [redacted] on August 12, 2017 and September 15, 2017 in an effort to clarify the final balance due on the account. Ms. [redacted] declined to remit further payment and the subject complaint was received shortly thereafter. While Guardian maintains the legal right to pursue fulfillment of the payment of the final amount owed by Ms. [redacted] per the terms of her Agreement with Guardian, in this instance Guardian will agree to waive the balance due on the account as a courtesy. A credit in the amount of $53.20 has been placed to Ms. [redacted]s account accordingly. Ms. [redacted] will receive no further billing statements from Guardian. Thank you for providing Guardian the opportunity to respond to this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Ms. [redacted]’s concerns.
For background, Ms. [redacted]’s account came to Guardian by way of an...

Authorized Dealer known as [redacted]. As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Guardian was not present during any aspect of the sales transaction with Ms. [redacted]. Ms. [redacted]’s system installation and activation was also conducted directly by [redacted]. [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 Ms. [redacted] engaged [redacted] by way of an Authorized Dealer Sales and Installation Agreement (“Agreement”) dated February 1, 2013. The initial term of the Agreement is three (3) years. Ms. [redacted]’s system was activated on February 1, 2013.
Ms. [redacted] has expressed she is unable to utilize her security system due to equipment failure. Guardian sincerely regrets the issues Ms. [redacted] has experience and apologizes for any inconvenience. Upon receipt of your letter, Guardian reached out to Ms. [redacted] directly in an effort to address and resolve her concerns. During that conversation, Guardian agreed in good faith to waive the current balance due on Ms. [redacted]’s account. Guardian’s representative further offered to schedule onsite service at no charge to fully inspect the system and make any necessary repairs; if Guardian is unable to resolve the communication issues with Ms. [redacted]’s system while onsite, Guardian will agree to release Ms. [redacted] from all remaining obligation under the Agreement without further payment. Ms. [redacted] has agreed to Guardian’s offer for onsite service. Please be assured that Guardian will continue to work closely with Ms. [redacted] until her concerns have been resolved to her complete satisfaction.
Thank you for the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

September 8, 2016 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ concerns. Guardian values the opportunity to address and clarify this matter for all parties. Please be advised that Guardian is a separate and distinct company engaged by [redacted]...

[redacted] LLC to provide 24-hour alarm monitoring and related services for [redacted] customers. Guardian provided said services to [redacted] customers until [redacted] recently transacted an arrangement with [redacted] for future servicing of their customers. As part of that arrangement, [redacted] requested that Guardian direct future customer inquiries to [redacted].  [redacted] can be reached at ###-###-####. Also please note that Ms. [redacted]’ sales transaction, including but not limited to any contractual arrangement to which she may have entered with [redacted] took place directly between [redacted] and Ms. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Ms. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted].  [redacted] can be reached at:  [redacted] LLC, [redacted] Telephone: ###-###-####.  Thank you for allowing Guardian to clarify its role in this matter. Should you have any questions, please feel free to contact me at ###-###-####.                                         ...⇄ Sincerely,                                         ...⇄ April M[redacted] Manager                                    �...⇄ Dealer Operations

April 17, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr....

[redacted]’s complaint. Guardian values the opportunity to address and resolve this matter. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative reviewed with Mr. [redacted] the telephone interaction with Guardian on April 5, 2017 at which time a Guardian representative quoted an early termination fee of $370.  Unfortunately, the amount quoted on April 5th was inaccurate. Mr. [redacted]’s Agreement with Guardian clearly defines the early termination fee to be $750.   Notwithstanding the above, in a good faith effort to satisfy Mr. [redacted], Guardian has agreed to honor the original quote provided by Guardian and accept $370 to cancel Mr. [redacted]’s account. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.  Thank you for providing Guardian the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ([redacted].                            Sincerely,        ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

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