Guardian Protection Services Inc

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.Guardian has had four oppottunities to get this right - the system has not worked reliably since it was installed in July.  Guardian's offers are insulting:  we can either cancel the agreement and pay an additional $750 and keep a system that does not work as it is intended OR give them a fourth opportunity to fix something that they have been unable to fix in three return trips and they will credit us two months of service/monitoring.  The system was installed in July - we have now paid for four months of service where the system has not worked as intended.  We have accommodated the schedules of the service technicians, ,losing four afternoons of our lives that we can never recover.The Guardian Technicial chose where to install the repeaters during the 4th visit - neither of the repeaters is installed in a closet (as Guardian indicates).  They have had three opportunities to fix these issues following the installation visit (Door lock does not work reliably, the camera is routinely off-line even when no one is home, and the basement door is frequently off-line).  Before the 3rd visit I was assured that all of these issues would be resolved - after the 3rd visit failed to resolve the issues, I asked Guardian to remove the system and give us a full refund.  They asked for one last opportunity to resolve the issues - we gave them the 4th opportunity, but NONE of the issues have been resolved. We installed a security system to give our family peace of mind due to our increasing work and travel schedules.  Given all of the issues, we will never have confidence in Guardian or the system they installed.  We would like to have the system removed and believe that we are entitled to a full refund.  If Guardian is unwilling to do this, we are happy to take this to Arbitration.Regards,
[redacted]

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]

January 27, 2017Thank you for forwarding a copy of Mr. [redacted]’s most recent comments to Guardian Protection Services, Inc. (“Guardian”).  Pursuant to his request, attached please find a copy of the Residential Addendum electronically executed by Mr. [redacted] on September 2, 2015.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

Good morning, As a follow up, attached is a copy of the marketing postcard which outlines the promotion which was offered to Ms. [redacted] for 6 months at 50% off. The Terms and Conditions state, “To receive one-half off your full monthly monitoring for six months, you must sign a 60-month monitoring agreement.” Please let me know if I can assist further. Thank you, Kristine N[redacted] | Guardian Protection Services, Inc.

May 31, 2016
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”).
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request and cancel his account. Upon cancellation, the balance on the account will be waived and Mr. [redacted] will receive no further billing statements from Guardian. Guardian has spoken with Mr. [redacted] directly who has expressed his complete satisfaction with this resolution.
Should you have any questions regarding the above, please do not hesitate to contact me at [redacted], ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to this statement....."The following day, Guardian informed Mr. [redacted] that after review with a Guardian supervisor, it was approved to offer a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension.)  Guardian also advised that for any future relocations, the [redacted]s can remove and take any security equipment with them to be installed and activated in their new home for an install fee of $195 and a minimum new 12-month Agreement. Guardian received the subject complaint shortly thereafter."  This statement is false.  This offer was extended to me after my complaint.  Prior to my complaint, no options were given to me other than extending my contract, or cancellation of contract, of which I was quoted over $1,000.  My concern, which has not been addressed in this response is why I was never told I needed to bring my equipment to the new home if I did not want to extend my contract!  This is my main complaint, I find this misleading and deceptive in order to trap a client into contract extensions.  I would have been happy to remove the equipment from my previous home, which is wireless equipment and easy to remove.  However, as aforementioned, I was not informed that this was an option.  This whole ordeal has put a bad taste in my mouth, which is why I haven't decided to extend my contract to the proposed 24 months.  I am simply afraid to sign any further contracts with this company.  After doing some research, I found multiple websites dedicated to this company and the way they go to business.  In order to bring this matter to a close, I am asking for my contract to be terminated, due to the deceptive business practice this company employs.   
Regards,
[redacted]

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

January 9, 2017 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 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].  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.  Given that the nature of Mr. [redacted]’s concerns relate to the system installation which was conducted by [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. [redacted] immediately reached out to Mr. [redacted] to schedule onsite service to take place on January 11, 2017.  [redacted] has also agreed to reimburse Mr. [redacted] the sum of $377.94 for the six (6) months in which Mr. [redacted]’s system was not operating properly. Mr. [redacted] expressed his satisfaction with this resolution offered by [redacted]. Should you wish to contact [redacted] directly, they may be reached at: [redacted]  [redacted]Thank you for the opportunity to provide Guardian’s response to this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Manager                                    �...⇄ Dealer Operations

July 28, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted]’s additional comments. Guardian has reviewed the information provided by Mr. [redacted], including the text message conversations between Mr. [redacted] and the sales representative, David C[redacted]. Please note, Mr. C[redacted] is a direct employee of Complete Home Security; Mr. C[redacted] is not employed by Guardian. As such, Guardian had no prior knowledge of the communications between Mr. [redacted] and Mr. C[redacted] until receipt of the text messages attached to Mr. [redacted]’s letter. Because these communications occurred directly between Complete Home Security and Mr. [redacted], Guardian did not have access to this information nor was it documented in Mr. [redacted]’s Guardian account. Guardian had no prior knowledge of Mr. [redacted]’s previous requests for onsite service or of his cancellation request until receipt of the text message conversations. As previously indicated, Guardian only became aware of Mr. [redacted]’s need for onsite service on April 25, 2017, ten (10) months following installation of his system. Guardian appreciates Mr. [redacted] bringing this information to our attention. Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Guardian reiterated its previous offers to relocate services to Mr. [redacted]’s new home or to transfer services to a friend or family member. Guardian also offered to schedule an onsite service appointment at no charge to ensure the system is now functioning properly. Mr. [redacted] declined all offers and stated that cancellation is the only resolution he will accept. Upon review of the above information, Guardian will accommodate Mr. [redacted]’s request to cancel his 24-hour monitoring. Mr. [redacted] will receive separate correspondence from Guardian providing details related to the termination of his monitoring services. However, because Mr. [redacted]’s contract is with Complete Home Security, not Guardian, he will need to communicate directly with Complete Home Security regarding the cancellation of his Agreement. Complete Home Security can be reached at: Complete Home Security and Services, LLC, [redacted].Thank you for providing Guardian with the opportunity to respond to Mr. [redacted]’s letter. Should you have any questions, please contact me at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

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]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.   Mr. [redacted] has expressed discontent with his monthly monitoring rate and has requested a reduction by cancelling his Voicelink option. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accommodate Mr. [redacted]’ request. Upon cancellation of the Voicelink feature, Mr. [redacted]’ monthly rate will be reduced from $47.95 to $39.95. Guardian has left several voicemail messages for Mr. [redacted] to review this matter with him directly, however Guardian has been unable to speak with him to date. Guardian remains hopeful that the above gesture will completely satisfy Mr. [redacted]’ concerns.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted], ManagerCustomer Care Department

June 23, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the...

opportunity to respond to Mr. [redacted]s concerns. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Mr. [redacted]. AMP 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 AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Mr. [redacted]s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of his concerns. As a result, AMP has placed a credit to Mr. [redacted]s account equal to three (3) months of monitoring service (two months as promised at the time of sale and an additional month for any inconvenience.) Based on this information, I believe the concerns set forth in Mr. [redacted]s complaint have been fully resolved. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, 1261 [redacted].Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

May 24, 2016
RE: [redacted]
Dear Mrs. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mrs. [redacted]’s additional comments. For clarification, attached is Mr. and Mrs. [redacted]’s Monitoring Agreement (“Agreement”) with [redacted] dated March 15, 2014. As previously stated, Mr. and Mrs. [redacted]’s contractual obligation is with [redacted], not Guardian. Guardian is contracted by [redacted] to provide Mr. and Mrs. [redacted]’s 24-hour monitoring services, telephone customer support services and billing services.
To further clarify the relationship between [redacted] and Guardian Protection Services, Inc., [redacted] has authorized Guardian to provide certain services for [redacted] including the authority to reduce the early termination fee in certain circumstances. [redacted] has authorized Guardian to reduce the termination fee associated with this Agreement.
The early termination fee has been reduced from $1,798 to $750 in a genuine effort to assist Mrs. [redacted]. Upon receipt of that amount from Mrs. [redacted], she will be released from all remaining obligations under her Agreement with [redacted]. Please note, as part of the billing services provided on behalf of [redacted], the early termination fee is collected and processed by Guardian. Guardian would then transfer the early termination fee to [redacted]; and Guardian does not retain any portion of the early termination fee.
Guardian is no longer providing Mr. and Mrs. [redacted] with 24-hour monitoring services. However, please be aware that Guardian will continue to provide Mr. and Mrs. [redacted] with telephone support service and billing services on behalf of [redacted] until [redacted] authorizes Guardian to cease any such activity.
I am hopeful the above information is sufficient to close the file with the Revdex.com. Guardian has made every reasonable effort to assist Mr. and Mrs. [redacted] on behalf of [redacted] has contacted Mrs. [redacted] directly to coordinate either relocation of monitoring services or cancellation of the account. Accordingly, Guardian will no longer attempt to facilitate communication between the parties in this regard.
Sincerely,
Kathleen V[redacted], Director
Account Management Department

July 1, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
[redacted]
RE: [redacted] – Complaint ID #[redacted]
Dear [redacted]:
Thank you for forwarding [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian...

welcomes the opportunity to provide response and assist in facilitating resolution to his concerns.
[redacted]’s letter expresses discontent with the delay in scheduling onsite service at his place of business. Guardian has reviewed its records and found that prior to receipt of [redacted]’s complaint, Guardian conducted onsite service at the premises on June 23, 2015. During the service visit, the technician found the telephone had been removed from the security system. The technician reconnected the telephone to the system and confirmed receipt of all signals in Guardian’s central monitoring station. Said service appointment was conducted at no charge to [redacted].
Guardian apologizes to [redacted] for any inconvenience. As a gesture of good faith, Guardian has applied a credit to [redacted]’s account equal to two (2) months of monitoring services. Guardian has since been in contact with [redacted] who has expressed his complete satisfaction with this resolution. Guardian appreciates the opportunity to continue serving [redacted]’s security needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at [redacted].
Sincerely,
Bill K[redacted], Manager
Customer Service Department

March 22, 2017          Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt Mr. [redacted]’s additional comments regarding the above-referenced complaint.  After Guardian submitted its last response letter dated March 17, 2017, it would appear that Mr. [redacted] spoke directly to Guardian’s General Manager of the San Antonio branch at which time the GM agreed to place an additional credit to the account in the amount of $101.89 for taxes. Guardian was unaware of this conversation until receipt of Mr. [redacted]’s most recent letter.  Please allow this letter to confirm that the credit promised by the GM was applied on March 21, 2017. The balance now due on Mr. [redacted]’s account is $126.71. Mr. [redacted] will be responsible to remit this amount.   Should you have any questions, please feel free to contact me at ###-###-####, extension [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.
The response is creative, but misses the point.  The point is that my contract states that if I get someone to sign a contract I am released.  The contract was clearly signed and executed, which was attached to previous email.  I cannot help it if the signer of this new contract decided not to fulfill this new contract.  Again, contract signed was attached to previous email.  It's plain and simple.
Regards,
[redacted]

May 5, 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.
While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’s transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted] not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
[redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on February 25, 2015, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on February 25, 2015.
On November 30, 2015 with fifty-two (52) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he had sold the monitored premises and was unable to transfer services to his new home as it was a rental. 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. Guardian’s representative provided that amount to be $749. Guardian’s representative offered to freeze the account for a six-month period to allow Mr. [redacted] the opportunity to find a permanent residence. Guardian’s representative also indicated that the new homeowner could activate services under a new agreement which would release Mr. [redacted] from all remaining obligation. Mr. [redacted] declined to relocate and disputed the early termination fee. Guardian’s representative informed Mr. [redacted] that the monitoring would be placed out of service but that billing would continue until the end of the initial term. Mr. [redacted] acknowledged his understanding.
On January 7, 2016, Mr. [redacted] spoke with Guardian and disputed receipt of a billing statement. Mr. [redacted] also disputed the initial term of his Agreement and the early termination fee. Guardian’s representative reiterated the relocation options previously presented to Mr. [redacted]. Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint on April 22, 2016.
Mr. [redacted]’s complaint indicates that the front page of his contract states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property.”
The language referred to by Mr. [redacted] above is found in Section 3 of his Agreement which clearly states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property. Should the client cancel under the above stated terms, the early termination fee of $749.00 shall be immediately due and payable to the company.”
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review the above terms of his Agreement. Mr. [redacted] stated he is aware of the sentence outlining the early termination fee however the [redacted] sales representative indicated the early termination fee would be waived due to Mr. [redacted]’s frequent moves. Guardian’s representative reviewed the terms of Mr. [redacted]’s Agreement and advised nothing was noted to indicate the agreement to waive the early termination fee. Mr. [redacted] stated that he possessed documentation confirming the sales representative’s promise. Guardian requested that Mr. [redacted] forward a copy of that document to Guardian to review. To date, Guardian has not received any paperwork from Mr. [redacted], nor has Mr. [redacted] responded to additional voicemail messages left for him.
Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] as the contract holder. Respectfully, [redacted] 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 [redacted] the opportunity to recoup its investment made in the monitored premises. [redacted] has not been provided the opportunity to recover the investment made in Mr. [redacted]’s former residence and therefore cannot simply cancel the account. Should Mr. [redacted] wish to cancel his account, he may do so by remitting payment of the early termination fee designated by the terms of his Agreement. Alternatively, Mr. [redacted] may 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 ([redacted], ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

February 4, 2016
RE: [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 provide response and assist in facilitating resolution of her concerns.
For...

background, Ms. [redacted]’s initial transaction with Guardian occurred on September 16, 2013 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 for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically designated the thirty-six (36) month initial term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
On July 7, 2015 with fourteen (14) months remaining in her initial term, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and offered to transfer monitoring services to her new home. Guardian’s representative also explained that should the new homeowner elect to activate monitoring services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied.
On August 31, 2015, Guardian spoke with Ms. [redacted] regarding the status of her relocation. Guardian’s representative offered to transfer monitoring services to Ms. [redacted]’s new home in exchange for execution of a new thirty-six (36) month Agreement. Ms. [redacted] expressed discontent with the requirement for a new thirty-six (36) month term. Guardian’s representative also explained that Ms. [redacted] could cancel the account upon payment of an early termination fee.
On September 8, 2015, Ms. [redacted] informed Guardian that she did not wish to relocate services and that she would remit monthly monitoring fees until she was eligible to cancel the account. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.
Ms. [redacted]’s letter cites discontent regarding ongoing billing after moving from the monitored premises. Please note, Section 11 of Ms. [redacted]’s Agreement clearly states, “YOUR OBLIGATIONS UNDER THIS AGREEMENT CONTINUE EVEN IF YOU SELL OR LEAVE THE PREMISES.” Guardian apologizes to Ms. [redacted] for any confusion.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Ms. [redacted] reiterated that she did not wish to transfer monitoring services to her new home. Guardian’s representative explained that thirteen (13) months remain in the initial term of her Agreement and explained the early termination fee to be $549.31. However, in a genuine effort to assist Ms. [redacted], Guardian’s representative offered to accept a 50% reduction of the early termination fee in the amount of $275.00. Ms. [redacted] accepted Guardian’s offer. As such, upon receipt of Ms. [redacted]’s payment of $275.00, the account will be cancelled and she will receive no further billing statements from Guardian.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department

July 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to...

provide response and facilitate resolution of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account. Our records indicate Ms. [redacted]’s initial transaction occurred on December 7, 2009 at which time she executed a Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is defined as sixty (60) months. Guardian’s records further reveal that Ms. [redacted] executed a Residential Addendum (“Addendum”) on November 19, 2015 for a system upgrade at no charge. The Addendum clearly defines an initial term of sixty (60) months. On July 6, 2017, Ms. [redacted] contacted Guardian and requested the cancellation of her account as she planned to move from the monitored premises. Guardian’s representative explained that forty-one (41) months remained in the initial term of the Addendum. In a good faith effort to assist Ms. [redacted], Guardian explained that services could be transferred to her new home, 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 Ms. [redacted] from further obligation. Alternatively, Guardian offered to accept a 25% reduction to the early termination fee amount. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Ms. [redacted] to discuss her concerns directly. While Guardian maintains the legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Addendum, Guardian has agreed to accommodate her request to cancel her account without further payment. Ms. [redacted] has expressed her full satisfaction with this resolution. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

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

April 19, 2016
RE: [redacted], Case #[redacted]
Dear Mrs. [redacted]:
Thank you for forwarding Mrs. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and clarify this matter for all parties.
Mrs. [redacted]’s letter expresses...

discontent related to the installation of security equipment during her recent upgrade. For background, Mr. and Mrs. [redacted]’s initial transaction with Guardian occurred on October 10, 2012, at which time Mr. [redacted] executed a Monitoring Agreement to engage Guardian to activate and monitor the existing system in their new home.
In January 2016, Mr. and Mrs. [redacted] elected to upgrade their security system. Mr. [redacted] executed an Interactive Upgrade Addendum (“Addendum”) on January 26, 2016 for an initial term of forty-eight (48) months. On February 11, 2016, Guardian installed all of Mr. and Mrs. [redacted]’s selected equipment with the exception of one (1) device which was damaged out of the box. Guardian’s technician explained that a new sensor would be ordered and a technician would return to install that device upon delivery.
The following day, Guardian received an email from Mrs. [redacted] expressing dissatisfaction with installation of the new equipment, citing displeasure with the cosmetic appearance of the new devices. Mrs. [redacted] requested a different technician return to correct the appearance of the devices and to install the missing device. Guardian apologized to Mrs. [redacted] for any inconvenience and explained that a new sensor had been ordered. Upon the sensor being delivered, Guardian would contact Mrs. [redacted] to schedule an appointment.
An onsite service appointment was scheduled for February 26, 2016 to install the missing sensor and make cosmetic alterations to the new equipment however Mrs. [redacted] subsequently requested that the appointment be rescheduled. Pursuant to her request, the onsite service appointment was rescheduled for March 3, 2016. Guardian’s technician was dispatched as scheduled on March 3, 2016. While onsite, the technician removed glue residue which remained from the installation of the initial security equipment. The technician also made cosmetic changes to the alignment of the new security devices which resulted in the devices being more aesthetically pleasing. The following day, Mrs. [redacted] expressed her pleasure with the work of the technician however stated he had missed several devices on the basement windows. A technician returned to Mrs. [redacted]’s home on March 8, 2016 and made additional cosmetic corrections (i.e. using glue remover and filling holes with white silicon, etc.). The technician also replaced two (2) transmitters. Prior to departing, the technician provided a demonstration to Mrs. [redacted] on arming/disarming the system using the key fob.
On March 9, 2016, Mrs. [redacted] expressed ongoing issues with the window sensors. A technician returned that day on March 9, 2016 and found that serial numbers on several sensors were incorrectly programmed. The technician corrected the programming and replaced the living room window contact. Guardian now believes the issues with the window sensors and the cosmetic appearance of the new devices to be resolved.
Mrs. [redacted]’s letter also expresses concern related to the motion sensor in her home. More specifically, Mrs. [redacted] states that the motion sensor did not detect her movement in the home while the system was armed. Guardian reviewed Mrs. [redacted]’s account including the history log from Mrs. [redacted]’s panel and determined that the system was armed in “stay” mode during the time in question. Please note that arming the system in “stay” only arms the perimeter devices (doors and windows) to allow homeowners to move freely about the residence without tripping any motion-activated devices. Should a customer wish for the motion sensors to be armed, the system must be armed in either “away” or “maximum” mode.
Guardian contacted Mrs. [redacted] on April 5, 2016 to provide the above explanation. During that conversation, Mrs. [redacted] conducted a test of her system while it was armed in “away” mode and the motion sensor did activate properly. Guardian’s representative also provided an explanation to Mrs. [redacted] of the different arming modes (“stay”, “away”, “instant” and “maximum”). Mrs. [redacted] indicated that her touchscreen keypad did not have a “maximum” option and that she had armed the system in “night stay.” Guardian’s representative offered to remotely access Mrs. [redacted]’s system and program the Zone 18 motion sensor to be incorporated with the “night stay” option. Mrs. [redacted] accepted and Guardian edited the programming for the motion sensor via remote access.
Guardian left several voicemail messages for Mrs. [redacted] on April 5, 2016 and April 6, 2016 to advise her of the programming changes and to inquire if she had had the opportunity to test the motion sensor. Mrs. [redacted] emailed Guardian on April 6, 2016 and stated that she had tested the motion sensor twice with no success. Guardian’s representative sent an email response to Mrs. [redacted] requesting that she contact Guardian via telephone to conduct a test of the motion sensor while on the line. Guardian’s representative also offered to send a technician at no charge to test the motion sensor onsite.
On April 7, 2016, a Guardian supervisor spoke with Mrs. [redacted] regarding the motion sensor. Mrs. [redacted] expressed that she wished for the motion sensor to be armed during the night with no entry delay. Guardian’s technical support team has been conducting extensive research and was able to provide instructions on setting the system in “night stay” mode from the number keypad. Guardian’s technical support team also contacted Honeywell to determine why the touchscreen keypad was not compatible with “night stay”. After additional remote programming changes, Guardian believed the motion sensor issue to be resolved.
On April 8, 2016, Guardian left a voicemail message for Mrs. [redacted] informing her of the newest programming changes. Guardian’s representative requested that Mrs. [redacted] contact Guardian to relay whether the motion sensor was now working as she desired. Guardian left additional voicemail messages on both Mr. [redacted]’s cell phone and Mrs. [redacted]’s cell phone on April 11, 2016 to inquire if they had tested arming in “night mode” from all keypads.
Shortly thereafter, Mrs. [redacted] informed Guardian via email that the motion sensor again did not activate while armed in “night stay.” Mrs. [redacted] further stated she did not wish to make any further attempts to alter the programming related to the “night” mode.
Guardian apologizes to Mrs. [redacted] that its efforts to program her motion sensor remotely have not been successful. As previously offered, Guardian would be pleased to dispatch a technician at no charge to make any necessary changes to ensure the motion sensor is armed during “night stay.”
In the interim, Guardian has applied a credit to Mrs. [redacted]’s account equal to two (2) months of monitoring services in apology for any inconvenience.
Thank you for allowing Guardian the opportunity to explain the above matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department