Guardian Protection Services Inc

February 22, 2017Dear Ms. [redacted]:  Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely regrets that a burglary event occurred at Ms. [redacted]’s home. Guardian takes such matters very seriously and appreciates the opportunity to...

rebuild Ms. [redacted]’s faith in our services.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to review the issues set forth in her complaint. During that conversation, Guardian’s representative apologized for Ms. [redacted]’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trust. To that end, Guardian’s representative offered to upgrade Ms. [redacted]’s system and add additional contacts (such as window contacts) as necessary all at no charge to Ms. [redacted] in exchange for a new 24-month monitoring Agreement with the first 24 months of monitoring to be provided at no cost to Ms. [redacted]. Ms. [redacted] accepted Guardian’s offer and expressed her complete satisfaction with this resolution.  Again, Guardian sincerely apologizes to Ms. [redacted] that her recent experience with Guardian was less than exemplary.  Guardian is committed to delivering the highest standards of customer service and is grateful to retain Ms. [redacted] as a valued customer.   Thank you for informing Guardian of Ms. [redacted]’s letter and assisting in facilitating resolution of her concerns.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

June 17, 2015
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 forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values...

the opportunity to provide response and clarify this matter for all parties.
For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[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.
On April 1, 2015, Mr. [redacted] advised Guardian that he may be moving from the monitored premises. Guardian informed Mr. [redacted] that he would need to contact [redacted] to coordinate relocation of his system as he remained within the first year of his initial term. Mr. [redacted] did reach out to [redacted] who offered to relocate his system for a $99 installation fee and no contract extension. Mr. [redacted] informed [redacted] that he was not sure how soon he would be moving and did not schedule an onsite service appointment with [redacted] at that time.
On June 2, 2015, Mr. [redacted] contacted Guardian and advised that he was moving and wished to relocate his security system. Because Mr. [redacted] was now outside of the first year of his initial term, the relocation of his system would need to be conducted by Guardian instead of [redacted]. As such, Guardian provided Mr. [redacted] with several relocation options. More specifically, Guardian offered to relocate Mr. [redacted]’s system at no charge in exchange for a new 48-month Agreement; or to relocate the system for an installation fee of $100 for a new 36-month Agreement; or to relocate the system for an installation fee of $450 with no contract extension. Mr. [redacted] disputed the options provided by Guardian as [redacted] had previously quoted him a fee of $99 to reinstall the equipment. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to address his concerns and provide further explanation. During that conversation, Guardian explained that the fees quoted by Guardian to relocate his system were higher because Guardian had made an investment in Mr. [redacted]’s home when taking over his account from [redacted]. Additionally, Guardian would incur further costs by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring services at Mr. [redacted]’s new residence. Guardian is unable to relocate Mr. [redacted]’s system at a $99 installation fee with no contract extension as it would not allow Guardian the opportunity to recover the investment made in his previous home or his current home during the twenty-two (22) months remaining in his initial term. Guardian further explained that [redacted] was able to quote a lower relocation fee because they had no costs to recover in Mr. [redacted]’s account.
Mr. [redacted] has requested that [redacted] handle the relocation of his security system. Guardian reached out to [redacted] and has been advised that [redacted] is willing to relocate Mr. [redacted] for the $99 installation fee previously quoted to him with no contract extension. [redacted] has scheduled relocation of Mr. [redacted]’s system to take place on June 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

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

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

[redacted]’s complaint. Guardian values the opportunity to respond and clarify this matter for all parties.  While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], Inc. (“[redacted]”) to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.   Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Given that the nature of Ms. [redacted]’s complaint relates to her sales transaction with [redacted], her request will need to be addressed by [redacted] as the contract holder. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted] may be reached at:  [redacted], Inc., 3[redacted]. Telephone: ###-###-####. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

September 2, 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 sincerely apologizes to Mr. [redacted] for his recent experiences.  In light of his unique circumstances, Guardian has agreed to accept Mr. [redacted]’s request to cancel his account.  Guardian has spoken directly with Mr. [redacted] who expressed his satisfaction with this resolution. Guardian regrets losing Mr. [redacted] as its customer and truly regrets that his experience was less than exemplary. Thank you for allowing Guardian to resolve this matter on behalf of Mr. [redacted]. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Care Loyalty Department

July 27, 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 assist in facilitating resolution of his concerns.
For...

background, Mr. [redacted]’s initial transaction with Guardian occurred on May 11, 2015, at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted]’s system was activated by Guardian on July 6, 2015.
On July 22, 2015, Mr. [redacted] requested the cancellation of his account stating he does not use the system. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and an early termination fee is required to cancel the account at the present time.
Shortly thereafter, Mr. [redacted] contacted Guardian again to dispute that monthly monitoring fees for July 2015 were drawn from his credit card as he was promised twelve (12) months of monitoring at no charge. Guardian’s representative explained that Mr. [redacted]’s sales paperwork had not yet been loaded into his account and he was unable to immediately confirm the terms of Mr. [redacted]’s sales transaction, however he promised to research and adjust the account appropriately. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint immediately thereafter.
Upon receipt of the complaint, Guardian reviewed the terms of Mr. [redacted]’s Agreement and confirmed the Special Conditions clause clearly states, “12 Months free monitoring.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian has applied a refund to Mr. [redacted]’s credit card for the payment drawn for July 2015. Guardian has also corrected Mr. [redacted]’s account to reflect twelve (12) months of monitoring at no charge.
Guardian spoke with Mrs. [redacted] on July 24, 2015 and offered the above explanation. In a good faith effort to earn Mrs. [redacted]’s satisfaction, Guardian also offered to waive the cost of the key fob ($162.38) which was invoiced to the [redacted]s’ account. Mrs. [redacted] reiterated the request to cancel the account and declined to entertain any resolution offered by Guardian which did not include cancellation without further payment.
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian has agreed to accommodate the [redacted]s’ request to cancel their account without further payment. Guardian has waived the balance due on Mr. [redacted]’s account and upon cancellation the [redacted]s will receive no further billing statements from Guardian.
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

April 18, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Mrs. [redacted]:
Thank you for forwarding Mrs. [redacted]s additional comments to Guardian Protection Services, Inc. (“Guardian”). Upon receipt of your letter, Guardian immediately forwarded a copy of the Agreement to Mr. and Mrs. [redacted] via email.
Guardian spoke with Mr. [redacted] on April 11, 2016 at which time Mr. [redacted] confirmed receipt of the Agreement. Mr. [redacted] further informed Guardian that he would be remitting the early termination fee as designated in the terms of the contract.
Thank you for assisting Guardian in addressing Mr. and Mrs. [redacted]s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with Robert W[redacted] @ ###-###-#### the General Manager who agreed that I will be given a refund and out of my contract after he came into my showroom and reviewed what happened and agreed that Guardian "misspoke" and lied. I want out of my contract and I want my money back. Your company lied to me. THe represenative [redacted] came with him and agreed that he misspoke as well. I have recorded phone calls of this. I have documentation that your sales team TOLD ME DIFFERENTLY! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Guardian said they would have someone call me from AMP within 24  hours because the issue was theirs and not Guardian.  AMP is a distributor for Guardian, so, as far as I'm concerned, Guardian should be responsible for their suppliers.  Anyhow, mom just received a cancellation notice from Guardian.  That is not what I asked for.  The AMP people, representing Guardian, did not install correctly, nor did they teach her how to use the system.  They walked into her house and replaced Life Alert with their system, without her consent (unless they forged it, she said she did not sign anything).Guardian wants to pass this on to AMP (who never called me back nor did they go to mom's to correct the lousy installation when they broke into her house - according to my mother that is what they did - forced their way into her house), but I feel that both parties are responsible, especially since the only name of which I was aware was Guardian, and not AMP, until after I contacted Guardian.This is a mess.  My mom is about ready to have a stroke.  I am NOT satisfied, and I expect a better response from both Guardian and AMP.  If AMP is representing Guardian, then Guardian should accept the blame!  When an employee (contract or paid by firm) does something wrong, it is the main company who needs to correct the problem.  I am tired of companies and people passing things on to the next company or person.  Guardian is the one to blame for using AMP as a distributor![redacted]

May 5, 2016
Re: [redacted] Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all paperwork and telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian confirmed that Mr. [redacted]’s warranty period was designated as one (1) year on his Builder Division Sales and Monitoring Agreement (“Agreement”) dated July 26, 2015. Please note that the warranty period begins on the date Guardian completes installation of the structured wiring, not on the date the customer moves into the home. Our records indicate Guardian completed Mr. [redacted]’s structured wiring on October 25, 2013, and that the warranty expired on October 25, 2014. Mr. [redacted]’s initial request for onsite service was placed on December 18, 2015, which was outside of the warranty period. Additionally, please note that had the warranty period been two (2) years as Mr. [redacted] had believed, his request for service would still have been outside the warranty. Guardian apologizes to Mr. [redacted] for any confusion.
Guardian has contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative also explained that a review of the recent telephone interactions concluded that our representative misunderstood that Mr. [redacted] wished to cancel the onsite service appointment if it was deemed to be billable and not covered under warranty. As such, Guardian has waived the cost associated with the onsite service appointment conducted on January 4, 2016. Said credit of $102.50 was applied to Mr. [redacted]’s account on April 29, 2016. Mr. [redacted] expressed his satisfaction with this resolution and acknowledged his understanding that any future service visits needed to address structured wiring would be billable at Guardian’s standard service rates.
Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

July 14, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:       [redacted] - Complaint...

#[redacted]                        Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.   Ms. [redacted]’s letter expresses discontent with the low voltage wiring installed in her new home by Guardian and further expresses frustration that the installation has not been completed. Ms. [redacted] also expresses dissatisfaction related to the collection status of her account.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly.  During that conversation, Guardian’s representative offered to send a technician at no charge to complete the installation of Ms. [redacted]’s low voltage wiring. At the time, Ms. [redacted] explained that completing the installation would result in damage to her home as a wall would need to be torn down to gain access to the proper area.   In light of Ms. [redacted]’s unique circumstances, Guardian has agreed to accept Ms. [redacted]’s request to waive the collection fees owed on her account. Additionally, Guardian has confirmed with Ms. [redacted] that she owes no further balance to Guardian. Please be advised that Ms. [redacted] has expressed her satisfaction with the resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. 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

June 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint. Guardian has conducted a...

careful review of Ms. [redacted]’s account and offers the following information in response. While Ms. [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 Security Force 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. Ms. [redacted]’s transaction, system installation and system activation process took place directly between Security Force and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. For background, our records indicate that Ms. [redacted] initially engaged Security Force’s services on July 5, 2014 as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. Guardian’s records indicate Ms. [redacted]’s system was activated by Security Force on July 5, 2014. On June 6, 2017, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that twenty-six (26) months remained in the initial term of her Agreement. In a genuine effort to assist Ms. [redacted] in fulfilling her obligation under the Agreement, Guardian offered to transfer the remaining term to Ms. [redacted]’s son’s account. Alternatively, Guardian informed Ms. [redacted] that the new homeowners could activate monitoring services under a new Agreement for the remaining term of Ms. [redacted]’s Agreement which would relieve Ms. [redacted] from further obligation. Guardian’s representative also explained that Ms. [redacted]’s Agreement states she may cancel prior to the end of the initial term by remitting an early termination fee of $749. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Ms. [redacted] in an effort to facilitate resolution of her concerns. In a good faith effort to resolve this matter, Guardian has been empowered by Security Force to accept a reduced early termination fee in the amount of $300.00. Ms. [redacted] has agreed to remit this amount. Upon receipt of the sum of $300.00, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation under her Agreement with Security Force.  I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and clarify its role in this matter.
While Ms. [redacted]’ 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. Ms. [redacted]’ account is among those for which Guardian provides these services. Ms. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Upon receipt of Ms. [redacted]’ complaint, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution. [redacted] is a respected firm and has agreed to cancel Ms. [redacted]’ account and discontinue 24-hour monitoring and related services. Please note, upon cancellation Guardian will no longer respond to any signals from Ms. [redacted]’ system. Additionally, the balance due on Ms. [redacted]’ account will be waived and she will receive no further billing statements from Guardian.
In order to finalize the cancellation of her account, I ask that Ms. [redacted] contact me at the telephone number listed below at her earliest convenience.
Thank you for allowing Guardian the opportunity to respond to Ms. [redacted]’ complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
[redacted], Supervisor
Customer Service Department

May 12, 2016
RE: [redacted], Case #[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.
Guardian extends sincerest...

condolences to Mr. [redacted] and his family for their loss. Prior to receipt of your letter, Guardian discontinued all 24-hour monitoring and related services at Ms. [redacted]’s residence effective February 29, 2016. Guardian has spoken directly with Mr. [redacted] and confirmed that a refund of $37.16 will be provided. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, I may be reached at [redacted], ext. [redacted]
Sincerely,
Sharon G[redacted], Credit Manager
Credit and Collections Department

August 2, 2016 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]’ concerns. Guardian values the opportunity to address and resolve this matter on behalf of Mr. [redacted].   Mr. [redacted] has expressed dissatisfaction with his monthly monitoring rate during the time in which it took to install selected upgraded equipment. Upon receipt of Mr. [redacted]’ letter, Guardian applied a credit to his account in the amount of $30 representing the difference between his former monthly rate and new monthly rate for the past three (3) months.  A copy of Mr. [redacted]’ current A/R history reflecting this credit has been mailed to Mr. [redacted] for his records.  Based on the application of the above-referenced credit, I believe Mr. [redacted]’ concerns have been fully resolved.   Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. 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

May 27, 2015
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....


Guardian has conducted a thorough review of the above account and offers the following information. 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 February 2012 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 Monitoring Agreement (“Agreement”) with Guardian on February 14, 2012, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
On February 18, 2015 with thirty (30) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises and unable to transfer services to the new residence. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel his Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the purchaser of his home elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered in good faith to accept a 25% reduction to the early termination fee designated by the terms of Mr. [redacted]’s Agreement. Mr. [redacted] disputed the information provided to him and stated that his Guardian sales representative promised the account could be terminated should he relocate within the initial term. Guardian’s representative reviewed Mr. [redacted]’s sales paperwork and could find no written indication of any such early termination promises made by the Guardian sales representative.
Guardian spoke with Mr. [redacted] again on May 14, 2015 at which time Guardian reiterated the offer to accept a 25% reduction to the early termination fee. Mr. [redacted] inquired if the early termination fee could be reduced any further. Guardian’s representative promised to review Mr. [redacted]’s request with a supervisor and contact him back with further information. Guardian received the subject complaint shortly thereafter.
In his complaint, Mr. [redacted] states he was misled by his Guardian sales representative who indicated Mr. [redacted] could cancel his Agreement at any time upon relocation. Please be assured that Mr. [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 Mr. [redacted]. All sales agents receive comprehensive training regarding the Agreement and its term. In addition, all company employees are trained with respect to Agreement terms and the early termination fees that apply should a customer wish to cancel prior to the end of the initial term of their Agreement. Mr. [redacted]’s sales agent has been an employee of Guardian for more than six (6) years and has an outstanding track record of excellent customer communication, relationship and support. Notwithstanding, Guardian apologizes to Mr. [redacted] for any confusion related to its relocation policy and early termination policy.
Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to discuss his concerns directly. As of this date, Guardian has been unable to reach Mr. [redacted] via telephone.
It is Guardian’s sincere desire to bring swift resolution to Mr. [redacted]’s concerns in a manner that is fair and reasonable to both parties. To that end, in good faith, Guardian is willing to accept a drastically reduced early termination fee in the amount of $261.65 which would allow Guardian the opportunity to recover its costs only. Guardian believes this offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian’s offer to accept $261.65 to cancel Mr. [redacted]’s account is extended until close of business on June 19, 2015 after which it will be rescinded. Should Mr. [redacted] wish to accept this offer, I ask that he contact [redacted], Supervisor, at ###-###-####, ext. [redacted]
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s concerns. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

May 24, 2016
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 assist in facilitating resolution of his concerns.
For...

background, Guardian initially spoke with Mr. [redacted] on April 8, 2015 at which time he requested activation of the existing system in his new home. After discussing options and equipment with Guardian’s representative, Mr. [redacted] elected to activate the existing system, add a cellular communication device and add a new panel in exchange for a $39.95 monthly fee, with the first five (5) months to be provided at no charge.
To commemorate his decision to engage Guardian, Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) on April 8, 2015. The initial term is clearly designated as sixty (60) months in the Special Conditions section, and in the separate and bolded clause which states, “This is a sixty (60) month monitoring agreement.” The Agreement bears Mr. [redacted]’s initials next to this special bolded section. The Agreement also bears Mr. [redacted]’s signature.
At the time of sale, Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction with Guardian. Mr. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form. Guardian did not receive a written request to cancel from Mr. [redacted] and therefore proceeded to provide, install and activate security equipment. Mr. [redacted]’s system was activated on April 30, 2015.
On May 6, 2016 with forty-nine (49) months remaining in the initial term of his Agreement, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained in the initial term of his Agreement and was ineligible to cancel. Mr. [redacted] disputed the initial term of his Agreement. Guardian’s representative reviewed the Agreement and confirmed the initial term to be sixty (60) months. A copy of the Agreement was mailed to Mr. [redacted] for his review.
On May 10, 2016, Mr. [redacted] reiterated his request to cancel the account, stating he believed the initial term to be twenty-four (24) months. Guardian’s representative explained that cancellation could not occur absent payment of an early termination fee. Guardian’s representative provided that amount to be $1,919.52, however offered to discount the amount to $1,300.00 in an effort to assist Mr. [redacted]. Mr. [redacted] disputed the amount provided to him and stated he was willing to remit $480.00. Guardian’s representative offered to make a final reduction to the early termination fee and accept $1,100.00 to cancel. Mr. [redacted] declined.
The following day on May 11, 2016, Guardian’s representative contacted Mr. [redacted] and expressed that he had reviewed the telephone interactions between Mr. [redacted] and Guardian from the time of sale. (Due to the nature of Guardian’s business, all telephone calls and interactions are recorded.) As a result, Guardian’s representative confirmed there was no verbal discussion or promise of a (2) year initial term. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.
Respectfully, Guardian is unable to cancel Mr. [redacted]’s account absent payment of an early termination fee. Mr. [redacted] has fulfilled only eleven (11) months of the sixty (60) month initial term. Guardian incurred significant expense by providing, installing and activating Mr. [redacted]’s security system with the expectation to recover that expense over the initial term. It is therefore unreasonable to accommodate Mr. [redacted]’s request to cancel without further payment.
Guardian previously offered to accept a drastically reduced early termination fee in an effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement. Guardian remains willing to accept payment of $1,100.00 to cancel Mr. [redacted]’s account. This offer is extended until close of business on June 22, 2016 after which it will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments and enjoy the 24-hour monitoring services to which he contracted until such time that he is eligible to cancel.
Thank you for allowing Guardian the opportunity to clarify the above matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

September 19, 2016   Revdex.com Attn[redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220   RE:      [redacted]   Dear Ms. [redacted]    Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Mr. [redacted]’s 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] 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 Mr. [redacted]’s sales transaction, including but not limited to any contractual arrangement to which he may have entered with [redacted], took place directly between [redacted] and Mr. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Mr. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted].  [redacted] can be reached at:  [redacted], LLC, [redacted]  [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

October 11, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Case #[redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and address this matter.   For background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. [redacted]’s home builder. As such, Guardian met with Ms. [redacted] in August 2015 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her 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, Ms. [redacted] engaged Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on August 18, 2015, which designates its initial term as thirty-six (36) months. In addition to signing the form, Ms. [redacted] placed her initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.”  Additionally, Ms. [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. [redacted] and therefore proceeded to provide and install security equipment.   Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. As such, Guardian has agreed to release Ms. [redacted] from all obligation under the Agreement and to waive the balance currently due on the account. Ms. [redacted] has expressed her satisfaction with this resolution.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

November 24, 2015
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’s concerns.
Upon receipt of your letter, Guardian researched Ms....

[redacted]’s account. As a result, Guardian discovered that an error had been made when preparing the paperwork to relocate Ms. [redacted]’s services from one location to another. Guardian immediately reached out to Ms. [redacted] and apologized for the error. In light of the error, Guardian has cancelled the account associated with [redacted], Maryland. Monitoring services at this location will be disabled effective November 21, 2015 per Ms. [redacted]’s request. As such, Ms. [redacted] will receive no further billing statements from Guardian relative to this location. Ms. [redacted] has expressed her satisfaction with this resolution.
Again, Guardian sincerely apologizes to Ms. [redacted] for the error and any inconvenience. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to continue providing security monitoring services at her other locations.
Thank you for the opportunity to resolve Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted] Director
Account Management Department