Guardian Protection Services Inc

Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address his concerns
For background, Mr*** transacted with Guardian on September 7, for monitoring services at his new residence
which was under construction at that timeMr*** commemorated his decision by executing a Builder Division Sales and Monitoring Agreement with an initial term of monthsMr***’s system was activated on February 7, Prior to departing the residence, Guardian’s technician tested all devices and confirmed all to be communicating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station
In September 2013, Mr*** began experiencing communication issues from his systemAt that time, Mr*** informed Guardian that he used a VOIP phone systemGuardian’s representative explained that not all VOIP systems are compatible with the security system and offered to schedule onsite service at a discount in an effort to evaluate the issueOnsite service was conducted on October 1, at which time the technician replaced the security panelWhile onsite, the technician noted that the panel was dialing out very slowly and informed Mr*** that this was caused by his VOIP phone serviceThe technician recommended a cellular communication unit to ensure proper communication, however Mr*** declined
In an effort to assist Mr*** in offsetting the upfront cost of a new security panel, Guardian offered to cover up to $of the service visit in exchange for execution of a new 36-month AgreementMr*** accepted and executed the new Sales and Monitoring Agreement (“Agreement”) on October 7, Upon receipt of Mr***’s executed Agreement, Guardian placed a credit to the account in the amount of $as promised
In February 2014, Mr*** began to experience communication issues with his security systemGuardian spoke with Mr*** who indicated that *** had recently installed some equipment which may have affected the telephone linesMr*** also indicated he had recently moved the phones and altered the wiringGuardian’s representative recommended that Mr*** install a cellular communication device however Mr*** declined and stated he would follow up with his phone service provider
In September 2014, Mr*** informed Guardian that communication issues continued and that he had changed VOIP service to *** *** approximately six (6) months priorGuardian’s representative offered to test the system over the phone however Mr*** was not at home and stated he would call back to test
On January 19, 2015, Mr*** asserted that Guardian had altered his security system in some way to cause the incompatibility between the system and the VOIP telephone serviceGuardian’s representative assured Mr*** that Guardian had in no way altered his system and further stated that the *** *** VOIP phone service has never been compatibleGuardian again recommended that a cellular communication device be installed to ensure proper communication from the systemMr*** declined
On March 17, 2015, Mr*** requested the cancellation of his accountGuardian’s representative explained to Mr*** that numerous offers had been presented to provide and install a cellular communication device at a discount in a genuine effort to assist Mr***Unfortunately, Mr*** has declined all offers of assistanceIn a final gesture of good faith, Guardian offered to place Mr***’s account in an inactive status to allow Mr*** the opportunity to find an alternative phone service providerMr*** declined and Guardian received the subject complaint shortly thereafter
For background, the system purchased by Mr*** is designed to utilize the customer’s standard telephone line to transmit alarm signalsIt is important to understand that while the *** *** product may meet Mr***’s telephone needs perfectly, the services to which he originally engaged Guardian to provide were, at no time, based on *** *** compatibilityIn order to further assist Mr*** in understanding the incompatibility issue with the *** *** telephone service, using a computer USB port brings inherent computer-related issues and downtime, such as computer malfunctions, computer viruses, computer speed, reboots, lock-ups, data corruption, port priority assignments, power outages or other such computer-related problems which will disrupt the transmission of alarm signalsThese are a few of the reasons that particular service is not conducive to life-safety services whereby immediate police, fire and/or medical response may be needed hours every day
Unfortunately, Mr*** altered the telephone configuration at the site after the alarm system was installed and essentially removed the communication path utilized by the alarm system to transmit alarm signalsRespectfully, Guardian is not responsible for changes or modifications made by the customer at the site that disables the ability of the alarm system to transmit alarm signalsThis was clearly a choice made by the customer, whereby Guardian had no controlGuardian remained willing to assist Mr*** in reactivating his security system; however, Mr*** declined all offers of assistance, disputing the cost associated with the additional equipmentRespectfully, it is unreasonable to expect Guardian to incur the expenses associated with the reconfiguration of Mr***’s system due to the changes made to the telephone system in the premises
Upon receipt of the subject complaint, Guardian contacted Mr*** and discussed his concerns directlyAs a result of that conversation, Guardian agreed to accept a drastically reduced early termination fee to cancel Mr***’s accountUpon receipt of the early termination fee, Mr***’s account will be cancelled and he will receive no further billing statements from GuardianMr*** has expressed his satisfaction with this resolution
Thank you for allowing Guardian to address Mr***’s concernsShould you have any questions, please feel free to contact me directly at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

Thank you for forwarding Mr***’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 Mr*** for any inconvenience and confusion related to the
Carbon Monoxide detectorUpon receipt of your letter, Guardian researched Mr***’s account and found that the service appointments referenced by Mr*** were conducted by a subcontractor, not a direct Guardian employeeNotwithstanding, Mr***’s recent experiences are not reflective of Guardian’s high quality standards and expectations
Upon receipt of the complaint, Guardian contacted Mr*** to address his concerns directlyDuring that conversation, Guardian’s representative offered to apply a credit to Mr***’s account equal to seven (7) months of monitoring service in apology for any inconvenience
Additionally, Guardian’s subcontractor returned to Mr***’s residence on April 2, at which time he replaced the Carbon Monoxide detectorPrior to departing the residence, the technician conducted a full test of Mr***’s system and confirmed receipt of all signals in Guardian’s central monitoring station
Again, Guardian sincerely apologizes to Mr*** for the issues he has experiencedGuardian values Mr*** as a customer and appreciates the opportunity to continue serving his security needs
Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
*** *** Director
Account Management Department

Re: *** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and assist in facilitating resolution
Ms***’s letter expresses
dissatisfaction related to Guardian’s response to a burglary alarm signal received from her homeGuardian has conducted a thorough analysis of the event in question and offers the following information
On January 14, at 6:28:03am, Guardian received an alarm from Ms***’s residence indicating an activation of Zone 4, the Kitchen Glass Break sensorLess than one second later at 6:28:04am, Guardian contacted Ms***’s premises through her Voice Link intercom system in an attempt to verify the condition pursuant to industry protocol and FARA (Alarm Reduction Association) standardsA female voice responded through the Voice Link intercom system however the communication was unclear and Guardian’s operator was unable confirm the status of the alarm conditionAs such, Guardian disconnected from the Voice Link intercom system and dialed Ms*** at her designated telephone number for the premises at 6:29:04amGuardian was unable to reach Ms*** or a designated contact at this telephone number and a voicemail message was leftGuardian then dialed Ms*** at the second number designated by Ms*** as an emergency contactWhile Guardian’s operator was dialing this number, a signal was received at 6:30:which indicated the alarm had been cancelled by a designated user at the keypad by entering the disarm codeBecause the disable signal had been received prior to dispatch of the authorities, Guardian cleared the event and no further action was takenThe entire sequence above took place within two (2) minutes of receiving the initial burglary alarm signal
Upon receipt of Ms***’s complaint, Guardian’s Central Station Manager conducted a thorough analysis of Ms***’s account, including Guardian’s response to the alarm event in question and the corresponding Voice Link and telephone interactions during the event(Please note, due to the nature of Guardian’s business all customer telephone calls and interactions are recorded.) After thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms***’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type
A review the Voice Link interaction revealed that Guardian’s operator made initial contact with Ms***’s residence and inquired if everything was okA female voice responded to the operator’s inquiry, however the only word which was clearly understood was, “ya.” Guardian’s operator did not consider this response as confirmation that the event was a alarm as the remainder of the communication was unclearThe Voice Link conversation was ended after several attempts to communicate were unsuccessfulGuardian’s operator then attempted to reach Ms*** at the premises telephone number and a voicemail message was leftWhile Guardian’s operator was attempting to contact Ms***’s at an alternate telephone number, the signal was received which indicated the alarm had been cancelled at the keypadAs a result, the alarm was cleared with no further action
Upon receipt of the complaint, Guardian reached out to Ms*** to discuss her concerns directlyDuring that conversation, Guardian explained alarm response protocol and the findings of the Central Station ManagerAfter discussing the procedures, Ms*** expressed that she has a better understanding of the situation and will adjust the way she disarms and handles alarm situations to ensure she is connected accordingly with a central station operator over the Voice Link systemMs*** also indicated she will no longer disarm the system during an alarm event until she has cleared the home for safetyGuardian’s representative apologized for any confusion related to the alarm responseGuardian’s representative also indicated the procedure can be amended on Ms***’s account to dispatch the proper authorities any time Guardian is unable to confirm a password regardless of receipt of any cancel signals from the keypad
Guardian also reviewed with Ms*** the connectivity issues with the Voice Link intercom systemGuardian confirmed that onsite service had been conducted on January 23, to inspect and repair Ms***’s Voice Link connectionSaid service was conducted at no charge to Ms***During said appointment, Guardian’s technician moved the Voice Link antenna to achieve better reception and testing confirmed all transmissions to be clear
Finally, Guardian reviewed with Ms*** the initial term of her Agreement and confirmed it to be thirty-six (36) monthsMs*** expressed frustration that several Guardian agents had provided her with conflicting information related to the length of the initial termGuardian’s representative apologized to Ms*** for any confusion and expressed that Guardian would utilize this situation as an opportunity to coach agents to avoid such mistakes in the futureMs*** expressed her gratitude for the opportunity to review the situation and her appreciation that Guardian is addressing these matters internally
Again, Guardian sincerely apologizes to Ms*** for any confusion or inconvenienceGuardian values Ms*** as a customer and is appreciative of the opportunity to regain her trust in the services we provide
Thank you for the opportunity to address Ms***’s concernsShould you have any questions, please contact me directly at ###-###-####
Sincerely,
*** ***, Manager
Customer Service Department

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

October 21, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted] 400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[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.
Mr. [redacted] has requested the cancellation of his account citing financial reasons. Guardian has reviewed Mr. [redacted]’s account and offers the following information.
While Mr. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
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.
Our records indicate that Mr. [redacted]’s original transaction with [redacted] occurred on July 19, 2014 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) in order to engage monitoring services. The initial term is designated as sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. [redacted] installed and activated Mr. [redacted]’s system on July 19, 2014.
On June 4, 2015, Guardian contacted Mr. [redacted] regarding the status of his account. During that conversation, Mr. [redacted] stated he believed his account to have been cancelled in March 2015. Guardian’s representative reviewed its records and politely explained that Guardian had no record of speaking with Mr. [redacted] since December 2014. Guardian’s representative offered to transfer Mr. [redacted] to the cancellation department however Mr. [redacted] declined.
Guardian contacted Mr. [redacted] several times over the next month to review his account status. During each call, Mr. [redacted] requested to cancel his account however declined all offers to be transferred to the cancellation department.
The cancellation department did reach Mr. [redacted] on July 23, 2015. During that conversation, Mr. [redacted] stated he was experiencing financial difficulty and wished to cancel his account. Guardian’s representative explained that 49 months remained in the initial term of Mr. [redacted]’s Agreement with [redacted] and that he was ineligible to cancel the account without payment of an early termination fee. Guardian’s representative did offer to apply credits to Mr. [redacted]’s account or to temporarily lower his monthly monitoring rate in a good faith effort to assist him however Mr. [redacted] declined at that time. Guardian spoke with Mr. [redacted] several times over the next month in a genuine effort to assist him however the parties were unable to reach a resolution to Mr. [redacted]’s concerns. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] who expressed he was willing to remit a reasonable early termination fee to cancel the account. As such, [redacted] has in good faith authorized Guardian to accept a drastically reduced early termination fee to be paid in monthly installments. Guardian has relayed that offer to Mr. [redacted] who has accepted and expressed his satisfaction with this resolution.
Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

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

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

August 23, 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 Mr. and Mrs. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian is a customer-focused company and appreciates the opportunity to resolve their concerns.   Mr. and Mrs. [redacted] have expressed dissatisfaction with an invoice assessed to their account for the addition of a security monitoring device during a recent onsite service appointment.  Guardian sincerely apologizes to Mr. and Mrs. [redacted] for any confusion or inconvenience. Upon receipt of your letter, Guardian researched Mr. and Mrs. [redacted]’s account and confirmed that the account was to be invoiced the sum of $80, not $165. Guardian spoke directly with Mr. [redacted] on August 18, 2016 to provide the above explanation. Guardian’s representative also explained that Mr. [redacted] will receive a refund in the amount of $85. Mr. [redacted] expressed his satisfaction with this resolution.  Again, Guardian apologizes to Mr. and Mrs. [redacted] for any confusion. Guardian values Mr. and Mrs. [redacted] as our customers and is grateful for the opportunity to continue providing them with security monitoring services.   Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                                    �...⇄ Customer Service Department

August 14, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity...

to provide response and clarify this matter for all parties.For background, Mr. [redacted]’s account was sold and installed by Skyline Security Management, Inc. (“Skyline”), an Authorized Dealer of Guardian. Guardian was not present during any aspect of the sales transaction or system installation. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Guardian’s records indicate that Mr. [redacted] initially engaged Skyline on September 24, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Mr. [redacted]’s system was installed and activated by Skyline on September 24, 2015.Mr. [redacted]’s complaint expresses discontent related to his security cameras. Mr. [redacted] has requested the cancellation of his account without further payment as a result. Guardian has conducted a thorough review of Mr. [redacted]’s account and offers the following in response. Mr. [redacted] has asserted that he worked directly with Skyline prior to March 2017 to address the issues with his cameras. Respectfully, Guardian has found this assertion to be inconsistent with our records. Upon receipt of your letter, Guardian obtained Skyline’s service records for Mr. [redacted]’s account. Skyline’s records indicate that Mr. [redacted] contacted Skyline on one (1) occasion on June 20, 2016. During that conversation, Skyline directed Mr. [redacted] to contact Guardian directly for further assistance. Skyline’s records further confirmed no onsite service visits conducted by Skyline following installation. Guardian first became aware of Mr. [redacted]’s camera concerns in March 2017, eighteen (18) months following installation by Skyline. At that time, Mr. [redacted] expressed discontent that he did not receive an SVR recording device as promised during the time of sale with Skyline. Guardian’s representative explained that his Agreement with Skyline did not reference an SVR unit and offered to provide one at a discounted cost. Mr. [redacted] declined to purchase an SVR unit and requested the cancellation of his account. Guardian’s representative explained that the account could not be cancelled absent payment of the early termination fee in the amount of $1,250. A Guardian technician conducted onsite service at Mr. [redacted]’s residence on March 28, 2017 at which time the technician moved and adjusted the cameras. The technician also adjusted the camera settings to view the property as requested by Mr. [redacted]. One month later in April 2017, Mr. [redacted] contacted Guardian and stated that the cameras were not installed properly and that the cameras were out of memory. Mr. [redacted] further asserted that the security system hasn’t worked for a year and requested the cancellation of his account. Guardian’s representative explained that the cameras are a separate system from his security monitoring equipment and that Guardian’s records indicate the security monitoring equipment to be functioning as designed. Guardian’s representative also explained that Mr. [redacted]’s cameras were functioning properly, however they can only record 5,000 clips per month which did not provide enough clips for Mr. [redacted]’s needs. In order to increase the number of clips which could be recorded, Guardian’s representative strongly recommended an SVR unit. Mr. [redacted] declined the SVR unit however accepted an onsite service appointment. Accordingly, onsite service was conducted on April 27, 2017. While onsite, the technician “blinded” the camera motions from the main road to deter the cameras from recording passing vehicles and using available clips. Subsequent to that service appointment, Guardian received no further contact from Mr. [redacted] until four (4) months later in August 2017 at which time Mr. [redacted] asserted the cameras were not working. Mr. [redacted] requested the account be cancelled without further payment. Guardian explained that the early termination fee could not be waived and offered to cancel the camera portion of the account. Mr. [redacted] declined and stated that he would accept no resolution except cancellation without penalty.On August 11, 2017, a Guardian supervisor spoke with Mr. [redacted] and again offered to cancel the camera portion of his account however Mr. [redacted] declined. Mr. [redacted] stated that he had worked directly with Skyline to resolve camera issues prior to March 2017. (Guardian has since found this assertion to inconsistent with our records.) Guardian’s representative explained that Guardian has no record of calls made directly to Skyline and offered to obtain that information from Skyline. Mr. [redacted] stated that he was dissatisfied with the initial installation of the cameras and that he was promised the ability to record. Guardian reiterated its previous offers to install an SVR unit which would allow Mr. [redacted] to record as he desires, however Mr. [redacted] again declined. Mr. [redacted] requested to speak with someone who would grant his request to cancel the account without penalty. Guardian received the subject complaint shortly thereafter.Mr. [redacted]’s letter states that Guardian has sent technicians to his home “on numerous occasions.” Respectfully, Guardian has confirmed that Skyline did not conduct onsite service at any time following installation. Further, Guardian’s records reveal only two (2) service visits: March 28, 2017 and April 27, 2017. Guardian’s records also confirm that Mr. [redacted]’s security monitoring equipment has properly functioned at all times as evidenced by Guardian’s receipt of all regularly scheduled monthly test signals. Additionally, it would appear that the cameras are not malfunctioning but do not have enough memory to record the amount of clips desired by Mr. [redacted]. Guardian has made several offers to resolve Mr. [redacted]’s camera issues, including the installation of an SVR unit which would allow Mr. [redacted] to record more clips, or to cancel the camera portion of his account altogether. Unfortunately, Mr. [redacted] has rejected all offers presented by Guardian. It is Guardian’s desire to resolve Mr. [redacted]’s concerns in a manner that is fair and reasonable to both parties. To that end, Guardian remains willing to provide and install an SVR unit which will allow Mr. [redacted] to increase the recordings as he desires. As a further gesture of good faith, Guardian will agree to provide and install the device at no charge to Mr. [redacted]. Guardian believes this offer to be fair and remains hopeful that Mr. [redacted] will concur. Alternatively, Guardian remains willing to cancel the camera portion of Mr. [redacted]’s account and reduce the monthly rate by $5. Respectfully, based on the above information, Guardian is unable to accommodate Mr. [redacted]’s request to cancel the account without further payment. Should Mr. [redacted] wish to pursue cancellation of his account, he may do so upon payment of the early termination fee in the amount of $1,250 as designated in the terms of his Agreement. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  It isn't satisfactory, but I am tired of fighting them.  They are truly a bad business, as I have seen by all of the reviews on line.  I had to pay someone else to get my landline functioning properly.  Even they could not figure out how it was installed that resulted in my landline being non-functional.  So, it had to be redone.  There was no way I was going to give Guardian any more money.I realize I received no resolution from them, but their actions will be repeated by me to everyone I know.  I will continue to write reviews when I find one I haven't already written on and comment on how unscrupulous they are.I appreciate the Revdex.com's help in this matter.  Unfortunately, you just can't make some companies do what they should do.Regards, [redacted]

May 1, 2015
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 the concern.
Guardian extends sincerest condolences to Ms....

[redacted] and her family for their recent loss. Based on Ms. [redacted]’s request, Guardian has discontinued all 24-hour monitoring and related services at Ms. [redacted]’s residence located at [redacted] Said cancellation became effective April 15, 2015. Additionally, Guardian has agreed to refund the monthly monitoring fees for March and April 2015 and has further agreed to release [redacted]’s estate from all further obligation. Ms. [redacted] has expressed her satisfaction with this resolution.
On behalf of Guardian, I would like to apologize to Ms. [redacted] for any inconvenience. Guardian takes great pride in delivering the finest security monitoring and related services available in the industry and values every opportunity to work with its customers to ensure they are consistently satisfied.
Thank you for allowing Guardian the opportunity to address this matter on behalf of Ms. [redacted]. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Credit Manager
Credit and Collections Department

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”).
Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the camera system and security system in her home. Upon receipt of your letter, Guardian contacted Ms. [redacted] to...

address her concerns directly. While Guardian maintains its legal right to pursue fulfillment of the initial term of the Agreement, in this instance Guardian will agree to accommodate Ms. [redacted]’s request to cancel her account without further payment. Ms. [redacted]’s 24-hour monitoring services were terminated effective January 8, 2015. Additionally, Guardian has agreed to issue a refund to Ms. [redacted] in the amount of $16.53. Ms. [redacted] has expressed her satisfaction with this resolution.
Thank you for advising Guardian of Ms. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

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

Mr. [redacted]’s complaint.  Guardian values the opportunity to assist in facilitating resolution of his concerns.  Mr. [redacted]’s letter disputes the automatic renewal of his contract. For background, our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on July 7, 2006 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term is designated as sixty (60) months. Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal.   Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to provide the above explanation however Guardian has been unable to reach Mr. [redacted] to date.   In this instance and in a good faith to earn Mr. [redacted]’s satisfaction, Guardian will agree to cancel the subject account without further payment. Mr. [redacted] will receive separate correspondence confirming the cancellation date of services.  I believe this gesture should fully resolve Mr. [redacted]’s concerns.  Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at [redacted].                           Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

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

September 27, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:      [redacted] - Complaint #[redacted]                        Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional comments.  Guardian apologizes that its efforts to resolve Mr. [redacted]’s concerns have not met his expectations. With all due respect, Guardian is unable to accommodate Mr. [redacted]’s request to cancel the account without further payment. Mr. [redacted] has twenty (20) months remaining in the initial term of his Monitoring Agreement. Pursuant to Section 5 of the Agreement, the account can be cancelled upon receipt of payment of “(a) all amounts then due; and (b) 100% of the amount due the Company for the remainder of this Agreement.” That amount is designated to be $1,154.28. (20 months X $49.95 = $999.00 + $155.28 current balance = $1,154.28)  In a good faith effort to bring this matter to swift resolution, Guardian’s previous offer to accept a 25% reduction to the early termination fee remains available to Mr. [redacted]. That amount is designated to be $904.53.  Alternatively, Guardian’s offer to provide and install a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension) also remains available. These offers are extended until close of business on October 27, 2016 after which they will be rescinded.  Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                           Sincerely,         ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management Department

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

October 11, 2016 Revdex.comAttn: [redacted]k 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of...

Mr. [redacted]’s complaint.  Guardian values the opportunity to assist in facilitating resolution of his concerns.  Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on September 21, 2013 at which time Mr. [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term is designated as thirty-six (36) months.  Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section D of Mr. [redacted]’s Agreement states, “THIS AGREEMENT WILL AUTOMATICALLY CONTINUE FOR SUCCESSIVE 12 MONTH RENEWAL TERMS, UNLESS WE RECEIVE A WRITTEN CANCELLATION NOTICE FROM YOU… AT LEAST THIRTY (30) DAYS PRIOR TO THE END OF THE TERM”. Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request.  Upon receipt of your letter, Guardian contacted Mr. [redacted] to provide the above explanation. During that conversation, Guardian agreed to cancel Mr. [redacted]’s account effective November 4, 2016. Mr. [redacted] expressed his satisfaction with this resolution.  Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted] Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

August 11, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. Please note that AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Ms. [redacted]’s letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of her concerns. In response, AMP immediately reached out to Ms. [redacted] and reached a resolution as follows: • Ms. [redacted] will provide photos of any damage directly to AMP; • Ms. [redacted] is scheduled for onsite service on August 18, 2017; and• AMP has applied a credit to the account in the amount of $143.30 in apology for the inconvenience. Ms. [redacted] has expressed her satisfaction with the above resolution. Should you or Ms. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] [redacted].Thank you for allowing Guardian the opportunity to clarify this matter. Sincerely,Agency Complaint Response Team

May 12, 2016
RE: [redacted] – ID #[redacted]
Dear Mrs. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mrs. [redacted]’s additional comments. Upon receipt of your letter, I reached out to Mrs. [redacted] via email on May 5, 2016. I informed Mrs. [redacted] that her account had been reviewed by several members of Guardian including myself as the Director of the Account Management Department. I reiterated that [redacted] has offered to accept an early termination fee of $750 to cancel the account. (Please note Guardian is unable to authorize cancellation of Mrs. [redacted]’s Agreement due to the fact that her contractual obligation is with [redacted]). Alternatively, I reiterated that Guardian remains willing to facilitate relocation of her monitoring services with [redacted] at a lower rate and with three (3) months of monitoring services at no charge.
As of this date, I have not received a response from Mrs. [redacted]. As I informed Mrs. [redacted] in my email, I am happy to discuss her options directly with her should she wish to contact me via telephone or email.
Should you have any further questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

September 17, 2015
Revdex.com
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian...

extends its 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 September 18, 2015. Please be assured that Guardian will continue working closely with Ms. [redacted] to ensure her concerns are resolved to her complete satisfaction.
Additionally, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department