Guardian Protection Services Inc

July 5, 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 Mr. [redacted]’ complaint. Guardian values the opportunity...

to respond and clarify this matter for all parties. For background, our records indicate that Mr. [redacted] initially engaged Guardian’s services on February 28, 2013 as memorialized in the Residential Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “This is a 60 (sixty) month Monitoring Agreement.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. On May 18, 2017, Mr. [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services. Guardian’s representative explained that ten (10) months remained in the initial term of Mr. [redacted]’ Agreement. Guardian’s representative further explained that the new homeowners could activate monitoring services under a new Agreement for the remaining term which would relieve Mr. [redacted] from further obligation. Alternatively, Mr. [redacted] could continue to remit timely monthly payments until he was eligible to cancel the account at the end of the initial term. Mr. [redacted] disputed the sixty (60) month term and stated he believed it to be only two (2) years. Guardian’s representative confirmed the initial term to be five (5) years and forwarded a copy of Mr. [redacted]’ Agreement to him via email for his review. Per Mr. [redacted]’ instructions, Guardian discontinued 24-hour monitoring services at the residence however Guardian informed Mr. [redacted] that billing would continue through the end of the initial term. On July 3, 2017, Mr. [redacted] contacted Guardian and advised that he had sold his home. Guardian’s representative confirmed that monitoring services had already been discontinued and that eight (8) months remained in the initial term of the Agreement. Mr. [redacted] disputed that Guardian would not cancel the account without further payment and requested to speak with a supervisor. Approximately two (2) hours later, a Guardian supervisor contacted Mr. [redacted] pursuant to his request. During that conversation, Guardian’s representative explained that in order to cancel the account prior to the end of the initial term, an early termination fee in the amount of $539.40 was required. However, in a genuine effort to assist Mr. [redacted], Guardian’s representative offered to accept a reduced early termination fee of $250. Mr. [redacted] accepted Guardian’s offer and remitted the sum of $250. Pursuant to Mr. [redacted]’ payment, Guardian will cancel Mr. [redacted] account and he will be relieved from all remaining obligation under the Agreement. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’ complaint. Should you have any questions, please contact me directly at ([redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

September 6, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]  400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian deeply regrets...

Mr. [redacted]’s negative interactions with our company. Guardian takes great pride in providing excellent customer service and regrets that Mr. [redacted]’s interaction with our firm was less than exemplary. Due to Mr. [redacted]’s unique circumstances, Guardian has accepted his request to cancel his account without further payment. Thank you for allowing Guardian to address this matter for Mr. [redacted]. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

April 24, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted]            Dear Ms. [redacted]:   Thank...

you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and 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.  Upon receipt of Mr. [redacted]’s letter, Guardian provided a copy to [redacted] in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to apply a credit to Mr. [redacted]’s account equal to three (3) months of monitoring services. The credit was applied on April 19, 2017. 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 [redacted].                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

July 10, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian welcomes the opportunity to...

provide response and assist in facilitating resolution of his concerns.Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Complete Home Security (“Complete Home”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly with Complete Home, not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Complete Home. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that Complete Home 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 Complete Home, including security evaluations, sales processes, installation practices or any other aspects of Complete Home’s business. Our records indicate Mr. [redacted]’ initial transaction with Complete Home occurred on June 9, 2016 at which time he executed a Home Improvement Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is 60 months.” Our records indicate that Mr. [redacted]’ system was installed and activated by Complete Home on June 16, 2016. Mr. [redacted]’s letter expresses discontent related to a non-working product which he further stated only worked for three (3) months. Our records indicate Mr. [redacted] did not report any issues to Guardian until April 25, 2017, ten (10) months following installation of his system. At that time, Mr. [redacted] reported issues with the doorbell camera. Guardian immediately informed Complete Home who conducted onsite service at Mr. [redacted]’s residence on April 28, 2017 during which Complete Home’s technician replaced the doorbell camera. Subsequently, Complete Home instructed Guardian to invoice Mr. [redacted] $195 for the onsite service visit. Said invoice was generated on May 25, 2017.On June 29, 2017, Mr. [redacted] contacted Guardian to dispute the billing statement for the service visit on April 28, 2017. In a good faith effort to satisfy Mr. [redacted], Guardian applied a credit to his account in the amount of $100, waiving one-half the cost of the service visit. Mr. [redacted] further stated that he was unhappy with the service, planned to relocate from the monitored premises, and wished to cancel his account. Guardian’s representative informed Mr. [redacted] that forty-seven (47) months remained in the initial term of the Agreement and that he was ineligible to cancel the account absent payment of an early termination fee. Guardian’s representatives also explained that the services could be transferred to Mr. [redacted]’s new residence or if the new homeowner elected to activate services under a new agreement for a 47-month term, Mr. [redacted] would be relieved from all remaining obligation. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Mr. [redacted] expressed discontent with cost of the early termination fee. Guardian’s representative explained that Guardian is willing to work with Mr. [redacted] to reduce the early termination fee, however Mr. [redacted] expressed that he wished for Guardian to contact the new homeowner do determine if they were interested in activating services. Guardian has subsequently reached out to Mr. [redacted] several times to follow up, however Mr. [redacted] has not contacted Guardian in response. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Our records indicate that Mr. [redacted]’s security system has been working properly at all times as evidenced by receipt of all regularly scheduled monthly test signals. While Mr. [redacted] cites dissatisfaction with the doorbell camera, please note Guardian was unaware of any discontent related to the device until April 2017. Upon notification, Guardian immediately informed Complete Home who conducted onsite service three (3) days later. Upon learning of his dissatisfaction with the cost related to the appointment, Guardian waived one-half of the fee in a good faith effort to satisfy Mr. [redacted]. Guardian has at all times honored its obligation under the Agreement. Based on the above information, Guardian respectfully declines Mr. [redacted]’s request to cancel his account without further payment. Should Mr. [redacted] wish to move forward with cancellation, he may do so upon payment of the early termination fee as designated in the terms of his Agreement. That amount is defined as $1,250. Upon receipt of payment of $1,250, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Guardian remains willing to work with Mr. [redacted] to relocate services to his new home, or contact the new homeowner to determine if they are interested in activating services under a new agreement in the equivalent of Mr. [redacted]’s remaining initial term. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me at ([redacted]. Sincerely,Kathleen [redacted], Director Account Management Department

December 22, 2015
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’ complaint. Guardian values the opportunity to respond and clarify this matter for all parties.
While Mr. [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. The subject account is among those for which Guardian provides these services. Mr./Mrs. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr./Mrs. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr./Mrs. [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.
As background, Guardian’s records indicate that Mrs. [redacted] initially engaged [redacted]’s services on May 2, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years. The Agreement bears Mrs. [redacted]’ signature.
On December 7, 2015, Mr. [redacted] informed Guardian that the parties were moving from the monitored premises. Guardian informed Mr. [redacted] that monitoring services could be transferred to his new home, or that the new homeowner/tenant could take over monitoring services which would relieve Mrs. [redacted] from any remaining obligation. Guardian’s representative further explained that Mrs. [redacted] remained within the initial term of her Agreement with [redacted] and an early termination fee is required to cancel at the present time. Guardian’s representative also explained that any cancellation request would need to be discussed with Ms. [redacted] as the only contract signer. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs. [redacted] to discuss the contents of the complaint. Guardian’s representative reiterated the previous offer to relocate services to Mrs. [redacted]’ new home. Mrs. [redacted] declined and stated she had engaged an alternative security provider. Guardian’s representative also reiterated that the new homeowner could take over monitoring services under a new contract which would relieve Mrs. [redacted] from all remaining obligation. Mrs. [redacted] stated she wished to resolve this matter immediately rather than waiting to determine if the new homeowners are interested in services. Guardian’s representative explained that an early termination fee is required to cancel the account prior to the end of the initial term. However, in good faith, [redacted] has authorized a 50% reduction of the early termination fee amount designated by the terms of Mrs. [redacted]’ Agreement. As such, upon payment of the sum of $1,126.00, [redacted] will cancel Mrs. [redacted]’ account and she will be released from all remaining obligation. Mrs. [redacted] requested a copy of her Agreement with [redacted] and further stated she wished to review the options with her husband before making a decision. Pursuant to her request, a copy of the Monitoring Agreement was mailed to Mrs. [redacted] on December 8, 2015.
Subsequent to that conversation, Mrs. [redacted] informed Guardian that they wished to continue making monthly payments until she is eligible to cancel the account. Mrs. [redacted] also requested that monitoring services be reactivated at the premises. Pursuant to her request, monitoring services were reactivated on December 18, 2015.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
Kathleen V[redacted], Director
Account Management Department

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any customer concern.
Guardian extends its apology to Ms. [redacted] for the delay in installing her security system...

and for any inconvenience the delay may have caused. Upon receipt of your letter, Guardian researched Ms. [redacted]’s account and found that the service appointments referenced by Ms. [redacted] were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Ms. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.
Subsequent to receipt of your letter, Guardian’s subcontractor did conduct onsite service at Ms. [redacted]’s residence on March 7, 2015. Ms. [redacted] informed Guardian that she was pleased with the subcontractor’s technician. The installation of the system was completed however the technician was unable to achieve signal transmission and will need to return to Ms. [redacted]’s residence to install an antenna. Guardian has delivered the equipment to the subcontractor who will be contacting Ms. [redacted] directly to schedule onsite service. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure the system installation is completed to her full satisfaction.
Additionally, please note that Guardian will apply a credit to Ms. [redacted]’s account equal to six (6) months of monitoring service after installation of her system has been completed. Guardian has also agreed to waive the $200 installation fee. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue serving her security needs.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[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.To Whom It May Concern; I apologize for the delay in responding I was away for 9 days without internet access. I have read the response from Guardian and it did nothing more than restated what I have said all along.  Guardian claims they did the work properly and I disagree.  I do not have a working landline jack. I do not remember, the offer stated below, in my conversations with Guardian, from paragraph 5 in their response to Revdex.com about my complaint, “Guardian previously offered to relocate the gateway however Mr. [redacted] declined”. If by this statement they are talking about moving the [redacted] Router from its current location, in the third bedroom, into the wiring closet. Then yes we had a conversation.  But they did not offer to move the router.  They suggested that I move the router.  As explained many times to Guardian my moving the router is not an acceptable resolution.  The router in the third bedroom is there so I can have a ‘Hard Wired Connect’ to the Desktop computer in the bedroom which provides better internet speed.  Also by moving the router into the Wiring Closet it would virtually end the wireless signal throughout the house.  The wiring closet has a metal door on it. There are 224 houses built in the Liberty Hills plan.  My house was approximately the 209th built.  Guardian stated they completed the work order as written.  I told Guardian that I explained to their sales representative, [redacted] where I wanted communications lines run and why.  I also told Jeff that I would be having [redacted] Play installed for my Phone, TV and Internet.  I believe an experience sales representative would know if any additional wiring requirements are needed, if there would be additional charges, and explain them to me.  I believe if Guardian completed the work order as written then Jeff must not have written the work order correctly to satisfy my wiring requirements.
Regards,
[redacted]

I would like to thank you and the Revdex.com for your help in solving the problem with Guardian Protective Services.

September 5, 2017Revdex.com of [redacted]ern 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 matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. Ms. [redacted] has expressed dissatisfaction related to the $2 monthly fee assessed for receipt of paper billing statements. Upon receipt of your letter, Guardian conducted a review of Ms. [redacted]’s account which revealed that this fee was assessed to Ms. [redacted] in error. Guardian sincerely apologizes to Ms. [redacted] for any confusion and inconvenience. Guardian has updated Ms. [redacted]’s account to waive this fee moving forward and has applied credits to Ms. [redacted]’s account to reimburse her for payment of this fee to date. Ms. [redacted] has expressed her satisfaction with this resolution.Thank you for allowing Guardian the opportunity to respond to this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

May 4,2016 Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11392984, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). find it very disturbing that this is being put off onto [redacted]. If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking calls. I called in September or October to stop my service and find out what I needed to do in order to move. At this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about). Once I moved is when it all with downhill with Guardian, not [redacted]. I explained I worked nights and wished to keep communication via email and asked that no calls be made to me during the day hours because I sleep. This was not followed. I sent emails to Mary Beth with questions that were never answered. My address in **, as of my last call on 4.9.16 with Brian M[redacted], has still not been updated. It was still showing as **. Guardian told us [redacted] would call us, but never did. I asked for a number to contact them and was told they didn't have that. I had to push in order to get the number. When I called them, they informed me they NEVER received anything from Guardian to reach out to us. I had to forward the paperwork. What bothers me most about this paperwork is that I received these instructions. “On Mar 9, 2016, at 7:28 AM, [redacted]> wrote: Morning I'm sorry, but I'm not signing his name to anything. Can't be certain but I'm thinking it's not all that legal to sign somebody else's name to a binding contract. You need to call him at [redacted] if that's what you need. Or, he can give me permission to sign for him, but I won't do anything without it. XXXXs will be used because our payment information is on file. Thank you, [redacted] On Wednesday, March 9, 2016, [redacted] Hello [redacted], We can schedule your install as soon as you complete the ppwrk. Please sign it with Michaels name, and if you are not comfortable entering your credit card info please just put all “xxxx” where it is requiring your numbers. We can just use the info we have on file. Please call me if you have any questions. Justin S[redacted] Account Management Guardian Protection Services ###-###-#### [redacted] Do you feel that is legal? My husband finally requested the name of his supervisor on 4.19.16 and, as you will see, it was ignored. I finally asked if Mike ever heard back on 5.3.16 and was told no. This is what it is like with this company. I will forward all email threads upon request to show this is not how Ms. V[redacted] portrays it. Yet, another reason why I prefer to deal with email. Thank you, [redacted]

In ResponseAs Mr. A[redacted] states, I did call on September 12th to request cancellation of my account. The service agent I spoke to on the phone, informed me that my agreement called for an “early termination fee” which was 100% of the amount that remained on my 5 year term. She informed me that I had agreed to this upon signing up with [redacted] Technology. We advised her and her supervisor that paying out 100% of the remainder of the contract would not be financially feasible, as it was over $2,000.00. She offered us one month’s credit to my account but I had already made a payment for the month so she advised the credit would roll over to next month. We explained again, that we wanted to cancel our service and not receive reduced payment amounts, but were once again informed that we had agreed to an early termination fee. During this call, I requested a copy of our contract so that we could review the agreement for the early termination fee. I spoke with Joe in Guardian’s customer retention department for the first time on September 15th, where he advised me of the ability to apply more credits to my account or to suspend my account for a period of 3-9 months. Joe did offer to reduce the payment for the early termination fee down to $1,500, but once again reiterated that it was outlined in our contract. I advised Joe that I would consider these options. I attempted to call Joe back on September 16th and left a voicemail. Over the course of the next week, I also started working in my new position and Joe leaves the office at 3:30 central time, while I am still working. This has not been conducive to our connecting as we have each left the other multiple voice messages. Mr. A[redacted]’s statement that they have not heard back from me is not truthful. I left another message for Joe on Monday September 21st and missed a phone call from him on Tuesday September 22nd before Mr. A[redacted] sent his response to you on Wednesday September 23rd. We received the contract on Friday September 18th. After reviewing the contract, I noted that it did not have any clauses or terms regarding early cancellation fees. I called and spoke with Joe the morning of Thursday September 24th 2015 and informed him that I did not see anywhere in the contract where early termination fees were outlined or explained. Joe referred me to section 12 on Termination and Default, which states the following:Section 12 Termination; Default“If you fail to make a payment when payment is due, Your system repeatedly generates false alarms, or You abuse Our staff, We may discontinue installation, monitoring and service, terminate this Agreement, and recover all damages to which We are entitled including, without limitation, the value of the work performed and the amount due to Us for the unexpired term of the Agreement, including loss of profits. You also agree to pay for any and all collection agency fees, attorney fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed. We may impose a monthly late fee on all payments more than thirty (30) days past due in an amount equal to $5.00 each until paid, or the maximum amount permitted by Pennsylvania law, whichever is less. The provisions of this agreement that apply to any claim or suit will survive the cancellation, termination or expiration of this Agreement. You agree to pay Us $25.00 any time Your check, credit card charge, or ACH debit is returned to Us whether for lack of funds or otherwise. Your obligations under this agreement continue even if You sell or leave the Premises.”I advised Joe that I was not failing to make a payment, but instead wanted to cancel the terms of our contract, and did not view this section as setting forth any type of early cancellations fees that I had agreed to as previously mentioned. Joe placed me on hold while he contacted Guardian’s dealer dept. and came back and stated that cancelling a contract is viewed as failing to make a payment. I informed Joe that I was not failing to make payments, and I just wanted to cancel the current terms. Joe did offer again to lower the early cancellation fee down now to $1,000.00. I, once again, advised Joe that I did not have $1,000 available to pay to cancel their services and did not see this section in the contract as pertinent to any type of early cancellation fee and told him I would be back in touch with him when I had considered my options. I staunchly disagree that cancelling a contract equates to failing to make a payment and do not believe that this early termination fee Guardian is trying to enforce is something I agreed to. In the name of compromise, I will offer to pay $250 for any costs incurred by the company due to my cancelling but my contract clearly does not specify this and does not include any mention of cancellation fees. I will make access to any equipment they need available as soon as they need it. Thank you,[redacted]###-###-####

May 20, 2015
RE: [redacted] – Complaint ID [redacted]

Dear Ms. [redacted]:
Thank you for forwarding Ms. [redacted]’ additional concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Ms. [redacted] for any inconvenience.
Our records indicate onsite service was conducted on May 6, 2015 at no charge to Ms. [redacted]. During the service appointment, Guardian’s technician installed a resistor to prevent the siren from pulling too much current. Subsequent to the service appointment, Ms. [redacted] has not reported any additional issues with the siren.
In the interim, Ms. [redacted] has informed Guardian that she will be moving from the monitored premises and has been in contact with Guardian’s Account Management Department with regard to the transfer of her monitoring services.
Again, Guardian apologizes to Ms. [redacted] for her recent negative experience. As a good faith gesture of apology, Guardian has applied a credit to Ms. [redacted]’ account equal to two (2) months of monitoring fees.
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

May 19, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to provide response and address Mr. [redacted]’s concerns.
For background, please...

note that Mr. and Mrs. [redacted] originally met with Guardian in November 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 November 22, 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.
Mr. [redacted] disputes in his letter that he was informed of the initial term during his sales consultation with Guardian’s representative. 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. 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 Mr. and Mrs. [redacted], they were provided with three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. Mr. and Mrs. [redacted] 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.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Mr. [redacted] expressed that Guardian’s sales representative promised a one (1) year initial term. Guardian’s representative explained that Guardian does not offer a one (1) year initial term and perhaps Mr. [redacted] had confused the initial term with the builder warranty which is either one (1) or two (2) years. Guardian’s representative apologized for any confusion and explained that Mr. [redacted] had thirty-six (36) months remaining in the initial term of his Agreement therefore he remains ineligible to simply cancel. Guardian’s representative further explained that an early termination fee is required to cancel however that amount may be reduced in a genuine effort to assist Mr. and Mrs. [redacted]. Guardian’s representative also offered to provide and install additional equipment, such as a keypad or window contacts. Mr. [redacted] declined and stated he wished to move forward with cancellation.
Respectfully, Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.
The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. In a genuine effort to resolve Mr. [redacted]’s concerns, Guardian will agree to waive any collection fees and accept a drastically reduced early termination fee in the amount of $581.57 to cancel Mr. [redacted]’s account. Upon receipt of payment of the sum of $581.57, Guardian will release Mr. [redacted] from all remaining obligation under the Agreement. Guardian believes the above offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. This offer is extended until close of business on June 16, 2016 after which it will be rescinded.
Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Sharon G[redacted], Credit Manager
Credit & Collections Department

July 8, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]s complaint. Guardian is a...

customer-focused organization and values the opportunity to assist in addressing her concerns.
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] 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. The subject sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]’s father, 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.
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.
Ms. [redacted] indicates in her complaint that she wishes to cancel Mr. [redacted]’s account as he no longer resides at the monitored premises. Our records indicate Ms. [redacted] contacted Guardian on June 25, 2015 to make such request. Our records also indicate this was the first that Guardian became aware that Mr. [redacted] no longer lived in the premises or wished to cancel the account. Unfortunately, when Ms. [redacted] made the cancellation request she was unable to provide Mr. [redacted]’s security password and therefore no changes were made to the account. In a genuine effort to assist Ms. [redacted], Guardian’s representative informed her that the account cancellation could be processed upon Guardian’s receipt of a copy of the Power of Attorney for Mr. [redacted]. Guardian received the subject complaint shortly thereafter.
Guardian understands Ms. [redacted]’s frustration and apologizes for any inconvenience related to the account security password. Please understand that the security password authenticates the user and is in place to support the best interests of the customer, Mr. [redacted].
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss this matter directly. Pursuant to that conversation, Ms. [redacted] provided Guardian with a copy of the Power of Attorney for Mr. [redacted]. As such, Guardian has agreed to process the cancellation of Mr. [redacted]’s account effective July 13, 2015. Ms. [redacted] has expressed her complete satisfaction with this resolution.
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

June 26, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
RE: [redacted] – Complaint ID #[redacted]

Dear [redacted]:
Thank you for forwarding [redacted] complaint. Guardian Protection Services, Inc. (“Guardian”) values the...

opportunity to provide response and assist in facilitating resolution of her concerns.
For background, [redacted] account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of [redacted] sales transaction and system installation took place directly between [redacted] and [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].
[redacted] complaint expresses discontent related to the initial term of her Agreement and further expresses her belief that Guardian added months to her term on a “repair bill.” In light of [redacted] assertions, Guardian has reviewed its records including all telephone interactions with [redacted]. (Please note that due to the nature of Guardian’s business, all customer telephone conversations and interactions are recorded.) After review of [redacted] account, Guardian offers the following information.
Our records indicate that [redacted] engaged [redacted]’s services on April 3, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Dealer Agreement”). The initial term of the Dealer Agreement is designated as a period of thirty-six (36) months. The Dealer Agreement bears [redacted] signature. Guardian’s records indicate [redacted] system was installed and activated by [redacted] on April 4, 2012.
On July 8, 2014, Guardian did not receive a regularly scheduled test signal from [redacted] system. Upon notification from Guardian that a potential communication issue may exist, [redacted] advised that she had switched telephone providers. Guardian explained to [redacted] that the change in phone services had disrupted the communication from the security system. Guardian offered to install a cellular communication device which would allow [redacted] system to transmit signals without use of her telephone line. To offset the upfront cost of the device, Guardian offered to provide and install the device at a discounted cost of $50 in exchange for execution of a new 60-month agreement. Please note, a review of this telephone interaction revealed that Guardian’s representative clearly explained that the initial term would be extended to sixty (60) months and that [redacted] acknowledged her understanding and accepted Guardian’s offer. Guardian forwarded a new Sales and Monitoring Agreement (“Agreement”) to [redacted] for her review and signature. [redacted] executed the Agreement on August 8, 2013. In addition to signing the document, [redacted] placed her initials next to the separate and bolded clause which states, “This is a sixty (60) month Monitoring Agreement.” The initial term was also clearly defined in the Special Conditions section which states, “THIS IS A 60 MONTH AGREEMENT.” Upon receipt of the executed document, Guardian installed and activated the cellular communication device on September 10, 2013.
On April 9, 2015, [redacted] contacted Guardian to inquire when her monitoring services began. Guardian’s representative informed [redacted] that her services began on April 4, 2012. Please note, a review of this telephone interaction revealed no discussion related to the end of [redacted] initial term, nor did Guardian’s representative inform [redacted] that the initial term had expired.
On April 10, 2015, [redacted] requested the cancellation of her account. Guardian explained to [redacted] that she remained within the initial term of her Agreement and that an early termination fee was required to cancel at the present time. [redacted] disputed that she remained within the initial term and that her term had been extended upon installation of the cellular communication device. Guardian explained that [redacted] agreed to extend her initial term both verbally and by executing the new Agreement. Guardian’s representative further offered to mail a copy of the Agreement to [redacted] for her review. In a genuine effort to assist [redacted], Guardian offered to accept a 25% reduction to the early termination fee. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian reached out to [redacted] to discuss her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the full terms of [redacted] Agreement, in this instance and in order to bring swift resolution to her concerns, Guardian has agreed to cancel [redacted] account without further payment. [redacted] has expressed her satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
Bill K[redacted], Manager
Customer Service Department

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and assist in facilitating resolution.
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], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Ms. [redacted]’s 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 Security Force 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]’s 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]’s account and discontinue 24-hour monitoring and related services. Ms. [redacted]’s monitoring services will be terminated effective February 28, 2015. Additionally, the balance due on Ms. [redacted]’s account has been waived and she will receive no further billing statements.
Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted] Manager
Customer Service Department

July 5, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the...

opportunity to address Ms. [redacted]’s concerns. For background, please note that Ms. [redacted]’s security system was sold and installed by an authorized dealer of Guardian known as AMP Security, LLC (“AMP”). All aspects of Ms. [redacted]’s sales transaction took place directly with AMP; Guardian was not present during the sales transaction or system installation. AMP is a separate and distinct company from Guardian. Guardian provides monitoring and related services for customers whose security systems and services are sold and installed by AMP. Guardian’s records indicate Ms. [redacted] initially engaged AMP’s services on May 23, 2014 at which time Ms. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement.”) The initial term was designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials next to the separate section which states, “The initial term of this Agreement is sixty (60) months.” Our records indicate Ms. [redacted]’s system was activated by AMP on May 23, 2014.On October 15, 2016, Ms. [redacted] requested the cancellation of her account as she did not use the system. Guardian’s representative explained that the initial term did not mature until May 2019 and that an early termination fee of $750 was required to cancel prior to that date. Ms. [redacted] disputed the early termination fee and stated the AMP sales representative had indicated she could cancel the account at any time. Guardian received no further contact from Ms. [redacted] until June 26, 2017 at which time she requested the cancellation of her account for financial reasons. Guardian’s representative explained that Ms. [redacted] was ineligible to cancel the account absent payment of an early termination fee. In a genuine effort to assist Ms. [redacted], Guardian’s representative offered to temporarily reduce the monthly payment from $60.99 to $39.99, or to apply a one-month credit to the account. Ms. [redacted] accepted the monthly credit which Guardian applied that same day. Guardian received the subject complaint shortly thereafter. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly. In an earnest effort to earn Ms. [redacted]’s satisfaction, Guardian offered to reduce her monthly monitoring rate from $60.99 to $39.99 until the end of the initial term. Alternatively, Guardian offered to accept a drastically reduced early termination fee of $375 to cancel the account. Ms. [redacted] expressed that she wished to consider the offers and would contact Guardian with a decision. Respectfully, Guardian is unable to simply cancel Ms. [redacted]’s account without further payment. Notwithstanding, it is Guardian’s sincere desire to resolve this matter for Ms. [redacted]. Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. As such, these offers shall remain available to Ms. [redacted]. Should Ms. [redacted] wish to discuss these options further, she may contact Guardian at her convenience. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

October 21, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] Case #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian...

welcomes the opportunity to provide response and facilitate resolution of Mr. [redacted]’ concerns.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’ account including all telephone interactions. (Please note, due to the nature of Guardian’s business, all telephone calls are recorded.) Guardian offers the following information in response.
Our records indicate that Mrs. [redacted] contacted Guardian in July 2015 to request the cancellation of the account in order to engage an alternate security provider. Guardian’s representative informed Mr. and Mrs. [redacted] that a thirty (30) day written cancellation notice was required. Guardian also informed Mr. and Mrs. [redacted] that their account reflected a balance due of $59.99 for which payment was required.
Guardian subsequently left seven (7) voicemail messages for Mr. and Mrs. [redacted] to follow up regarding the written authorization required to cancel their account. Guardian received no contact from Mr. or Mrs. [redacted] until September 10, 2015 at which time Mrs. [redacted] disputed the balance due on the account. Guardian received no further contact from Mr. and Mrs. [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Mr. and Mrs. [redacted] and obtained the written authorization to cancel their account. Accordingly, the account was cancelled effective October 16, 2015. Additionally, in good faith, Guardian waived the balance due on the account. Mr. and Mrs. [redacted] have expressed their satisfaction with this resolution.
Guardian apologizes to Mr. and Mrs. [redacted] for any confusion related to the cancellation process. Guardian regrets losing them as valued customers and hope that they will consider using Guardian again in the future.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and address her concerns.
Ms. [redacted]’s letter expresses discontent regarding an onsite service visit scheduled for March 30, 2015. Guardian...

sincerely apologizes to Ms. [redacted] that the technician was unable to arrive for the appointment during the scheduled timeframe of 8:00am-9:00am. Guardian’s records indicate the technician did arrive at the residence at 10:17am however found no one to be at home. Guardian’s technician contacted Ms. [redacted] via telephone who stated she had cancelled the service appointment as she had to leave for another appointment outside the home.
Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and offered to reschedule the service appointment. Guardian also offered to lower Ms. [redacted]’s monitoring rate after she expressed discontent with her monthly payment. Ms. [redacted] initially wished to consider the offer however subsequently declined to reschedule service and reiterated her request to cancel her account.
While Guardian maintains its legal right to pursue fulfillment of the initial term of Ms. [redacted]’s agreement, in this instance and in good faith, Guardian will accept Ms. [redacted]’s proposal to accept a drastically reduced termination fee to cancel Ms. [redacted]’s account. Upon receipt of Ms. [redacted]’s payment of the early termination fee, Guardian will cancel Ms. [redacted]’s account and she will be released from all remaining obligation.
Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted].
Sincerely,
[redacted] Manager
Customer Service Department

August 19, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian extends its sincerest apology to Ms. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues she has experienced.   Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment to take place on August 17, 2016.  During the service appointment, Guardian’s technician replaced the Zone 12 window sensor and confirmed receipt of all signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian spoke with Ms. [redacted] who expressed her satisfaction with the onsite service experience.  Additionally, in light of Ms. [redacted]’s experience, Guardian has applied a good faith credit to her account in the amount of $123.01. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.      Thank you for allowing Guardian the opportunity to address and resolve Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]  Sincerely, John T[redacted], ManagerCustomer Service Loyalty Department