Guardian Protection Services Inc

May 4, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms....

[redacted]’ complaint.  Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.  Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone conversations are recorded.)   For background, Ms. [redacted] contacted Guardian on July 25, 2016 after moving into a new home with an existing Guardian system. Ms. [redacted] expressed interest in activating services. After reviewing Ms. [redacted]’ security needs, Guardian’s representative offered to provide and install a new security panel, a new keypad and to activate all existing equipment at no charge in exchange for a new sixty (60) month agreement. Guardian would provide all 24-hour monitoring services, cellular communication and interactive services at a monthly rate of $34.94/month with the first six (6) months to be provided at a 50% discount.  Ms. [redacted] verbally acknowledged her understanding of the terms as follows:  GUARDIAN:    I can do that for the $34.95 a month and still do the 6 months at 50% off if that still sounds good for you guys.  MS. [redacted]:   With the app? GUARDIAN:    Yeah, girl! MS. [redacted]:   Ok. Alright. As long as you got me. Pursuant to the above conversation, Ms. [redacted] executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring Agreement (“Agreement”) on July 25, 2016. Ms. [redacted] acknowledged the monthly rate by placing her initials in Section D next to a clear and separate statement, “Your Monthly fee is $34.95.” Ms. [redacted]’ letter has disputed the monthly rate assessed to her account, further asserting that the amounts differ each month. Our records indicate Ms. [redacted]’ first invoice of $24.79 was prorated however still contained a 50% discount as promised.  Ms. [redacted]’ next four (4) invoices for $17.47 reflected a 50% discount as promised.  In January 2017, Guardian erroneously invoiced Ms. [redacted] for the full monthly rate of $34.95 without applying the final 50% discount promised at the time of sale. As such, a credit of $17.47 was applied to Ms. [redacted]’ account on January 23, 2017.  Ms. [redacted] has now received all six (6) discounted invoices as promised at the time of sale. Accordingly, Guardian has begun to remit invoices for the full monthly rate of $34.95 pursuant to the terms of the Agreement. Ms. [redacted] has stated in her letter that she did not agree to the monthly rate of $34.95. Respectfully, Guardian’s records clearly indicate that Ms. [redacted] verbally acknowledged her understanding of the monthly rate during a recorded telephone call on July 25, 2016. Ms. [redacted] also acknowledged the monthly rate in writing in the Monitoring Agreement she executed on July 25, 2016. Guardian has reached out to Ms. [redacted] to provide the above explanation. Ms. [redacted] disputed the information provided to her and requested the cancellation of the account.  Respectfully, Guardian is unable to cancel the account without further payment. Guardian incurred significant expense by providing and installing security monitoring equipment in Ms. [redacted]’ home at no up-front cost to her with the expectation to recover those expenses during the sixty (60) month initial term. Should Ms. [redacted] wish to move forward with cancellation, the terms of her Agreement state she may do so upon payment of an early termination fee. That amount is designated to be $750. Upon receipt of payment of $750, Guardian will cancel Ms. [redacted]’ account and she will be released from all remaining obligation.  Alternatively, Ms. [redacted] may continue to remit timely monthly payments and utilize all 24-hour monitoring services until such time that she is eligible to cancel. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to respond. Should you have any questions, please contact me directly at [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

September 22, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted]
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. Mr. [redacted]’ account is among those for which Guardian provides these services. Mr. [redacted]’ 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]’ 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.
Mr. [redacted]’ letter asserts that installation of his security system caused damage to three (3) exterior doors. Mr. [redacted] has requested the replacement of these exterior doors as a result. Guardian has conducted a thorough review of Mr. [redacted]’ account and offers the following information.
Our records indicate Mr. [redacted] initially engaged [redacted]’s services on March 13, 2014. To commemorate his transaction, Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted]. The Agreement bears Mr. [redacted]’ signature. Mr. [redacted]’ system was installed and activated by [redacted] on March 13, 2014.
On August 3, 2015, more than one year after installation, Mr. [redacted] contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backing. As a result of using metal screws, Mr. [redacted] asserted that the warranties on the exterior doors had been voided.
On August 6, 2015, a [redacted] technician went to Mr. [redacted]’ home to replace a panel battery. While onsite, the technician inspected the exterior doors for any damage. It was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installation. Prior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to [redacted] for review.
On August 25, 2015, Guardian spoke with Mr. [redacted] and informed him that [redacted] had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his system. Notwithstanding, in a good faith effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring service. Mr. [redacted] declined and requested the cancellation of his account. Mr. [redacted] further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doors. Guardian’s representative politely explained that Guardian and/or [redacted] is not prepared to replace the exterior doors and further explained that Mr. [redacted] was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.
Given that the nature of Mr. [redacted]’ concerns relate to the system installation which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Additionally, Guardian immediately contacted Mr. [redacted] to discuss his complaint directly. Guardian’s representative reiterated that Guardian and/or [redacted] is not prepared to replace the exterior doors as Mr. [redacted] has requested, however [redacted] is willing to provide Mr. [redacted] with an alternative form of compensation to satisfy his concerns, such as account credits or free equipment. Mr. [redacted] indicated he wished to consider the offer and would contact Guardian with a decision. Guardian has since reached out to Mr. [redacted] several times to follow up regarding his decision, however Mr. [redacted] has not contacted Guardian to date.
Respectfully, Guardian believes the above offer which was authorized by [redacted] to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Guardian will continue to work closely with Mr. [redacted] and [redacted] to resolve this matter in a manner that is fair and reasonable to all parties.
Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andy A[redacted], Manager
Customer Service Department

April 14, 2016
RE: [redacted], Complaint #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer-focused organization and values the opportunity to assist in addressing his concerns and clarifying...

this matter for all parties.
For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]). As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly between [redacted] and Mr./Mrs. [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate Mrs. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on June 21, 2013. The initial term is designated as sixty (60) months. [redacted] installed and activated The [redacted]s’ system on June 24, 2013.
Mr. [redacted]’s letter asserts that Guardian has not consistently monitored his system. Upon learning of Mr. [redacted]’s concerns, Guardian conducted a thorough review of his account. Our records indicate that all regularly scheduled monthly test signals have been properly received by Guardian’s central monitoring station which would indicate that Mr. [redacted]’s system is transmitting signals correctly. Mr. and Mrs. [redacted]’s Agreement recommends that customers test their system on a monthly basis. A review of Mr. [redacted]’s account found no record of Mr. or Mrs. [redacted] requesting to test their system subsequent to activation on June 24, 2013. Additionally, please note that Guardian has no record of Mr. [redacted] expressing concern regarding system communication until receipt of the subject complaint.
Mr. [redacted] has also asserted that Guardian was disrespectful and used profanity during telephone conversations. With all due respect, Mr. [redacted]’s statement is false. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Upon receipt of Mr. [redacted]’s complaint, Guardian conducted a thorough review of the telephone interactions between Mr. [redacted] and Guardian’s representatives. Guardian’s investigation revealed that all Guardian representatives conducted themselves in a polite and professional manner at all times in an earnest effort to assist Mr. [redacted]. Should the telephone interactions referenced in Mr. [redacted]’s letter have taken place with [redacted] representatives, Guardian would have no record of those telephone calls.
Finally, Mr. [redacted]’s letter asserts that Guardian has failed to honor its part of the contract and that Guardian has further refused to correct the issue. Respectfully, Guardian finds these assertions to be false. For background, on January 9, 2016 Mr. [redacted] contacted Guardian and expressed discontent regarding a zwave thermostat which was not working properly. Guardian scheduled onsite service to take place four (4) days later on January 12, 2016. A technician arrived for the service appointment as scheduled on January 12th however Mr. [redacted] would not permit the technician to make any repairs to the system and requested that the technician leave the premises.
On January 21, 2016, Mr. [redacted] contacted Guardian and requested cancellation of his account, citing dissatisfaction that onsite service could not be conducted for four (4) days following his initial report of the issue. Guardian’s representative apologized to Mr. [redacted] and explained that he was ineligible to cancel his account as thirty-one (31) months remained in the initial term of the Agreement.
On March 28, 2016, Mr. [redacted] requested onsite service related to his keypad and zwave devices. Onsite service was scheduled for and took place two (2) days later on March 30, 2016. During the service appointment, the technician removed the thermostat and learned it back in, reprogramming it to the keypad. The technician recommended to Mr. [redacted] that he upgrade the thermostat or the keypad if the issue persisted. Guardian received the subject complaint the following day.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly. During that conversation, Mr. [redacted] stated that he previously attempted to cancel his account during the three-day right of recission period at the time of sale with [redacted] and further asserted that he possessed documentation confirming such. Mr. [redacted] indicated he would forward a copy of that documentation to Guardian for review however Guardian has not received anything from Mr. [redacted] to date. Mr. [redacted] also informed Guardian’s representative that his keypad was not working and that he had requested a new keypad during a recent service appointment. Mr. [redacted] expressed dissatisfaction that the technician did not replace the keypad during the onsite appointment. Guardian’s representative apologized to Mr. [redacted] for his frustration and offered to send a technician at no charge to replace the keypad. Mr. [redacted] declined to schedule onsite service and stated that cancellation of the account is the only resolution he will accept.
Respectfully, Guardian finds Mr. [redacted]’s request to cancel his account without further payment to be unwarranted. Guardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services. Guardian’s records indicate Mr. [redacted]’s system has properly transmitted signals at all times which was further confirmed during the onsite service appointment conducted on March 30, 2016 when the technician tested all devices prior to departing the residence. Guardian also immediately addressed service concerns relayed by Mr. [redacted] by dispatching a technician to his residence on two (2) occasions. Finally, Guardian found no record of any employee using profanity with Mr. [redacted] as stated in his complaint. For these reasons, Guardian declines to simply cancel Mr. [redacted]’s account.
Should Mr. [redacted] wish to cancel his account prior to the end of the initial term, Section 9 of his Agreement states he may do so upon remittance of an early termination fee in the amount of $750. As such, upon receipt of payment of $750, Guardian will terminate Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Mr. and Mrs. [redacted] may continue to remit timely monthly payments and continue to utilize their 24-hour monitoring services until such time that they are eligible to cancel.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

April 12, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian sincerely regrets that Mr. [redacted] experienced such a traumatic event resulting in the loss of his home....


Upon receipt of your letter, Guardian contacted Mr. [redacted] in an earnest effort to assist him. During that conversation, Mr. [redacted] explained that he relocated from the monitored premises while the home was being rebuilt. Mr. [redacted] further explained that he lives in a rental home and is unable to transfer services.
The terms of Mr. [redacted]’s Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated May 3, 2013 allows for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $814.67. However in a genuine effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction of the early termination fee in the amount of $400.00 which will allow Guardian the opportunity recover some but not all of its costs expended in Mr. [redacted]’s account. Guardian has spoken with Mr. [redacted] who has accepted the offer of a reduced early termination fee. Mr. [redacted] remitted this amount on April 11, 2016. Accordingly, Mr. [redacted]’s account will be cancelled and he will receive no further billing statements from Guardian.
On behalf of Guardian, I would like to extend my best wishes to Mr. [redacted] and thank him for being a valued Guardian customer. Should he desire security services in the future, it is our hope that he will consider using our firm.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Only reason I rejected the was because it said no other credit would be offered.  I attached a copy of the last email I received from Guardian protection service that agreed since they credited my account part of the remaining balance was taxes to be collected for money I didn't owe.  I am very happy with how the local office is handling this issue.  I now am getting what the salesman promised me and nothing more. 
Regards,
[redacted]

September 2, 2015
RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted] Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Mr. [redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern. ...


Guardian apologizes to Mr. [redacted] for any confusion related to the refund of his accelerated billing payment upon cancellation of his account. Upon receipt of Mr. [redacted]’s complaint, Guardian reached out to him directly and explained that reimbursement is processed within 30-45 days after the account has been cancelled. In light of Mr. [redacted]’s complaint, Guardian did expedite his request and a refund was processed back to his credit card on September 1, 2015. Mr. [redacted] has expressed his satisfaction with this resolution. Again, Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

December 15, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: S[redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint and values the...

opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties.
For background, Mr. [redacted]’s initial transaction with Guardian occurred on February 11, 2013 at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
In December 2014 with fifteen (15) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that the initial term of Mr. [redacted]’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian explained that should the new homeowner elect to activate monitoring services under a new Agreement, his Agreement would be satisfied. Guardian also offered to place the account in an inactive status for a period of three (3) months to allow Mr. [redacted] the opportunity to secure new permanent housing. Mr. [redacted] advised he wished to determine if the new homeowners would like to activate service in their name.
Shortly thereafter, Mrs. [redacted] contacted Guardian and disputed the remaining term of Mr. [redacted]’s Agreement, further stating she could locate no language in the Agreement which indicated Mr. [redacted] remained responsible for the remaining term after moving. Guardian’s representative explained that Mr. [redacted] does indeed remain responsible to fulfill the terms of the Agreement. Mrs. [redacted] requested to speak with a manager regarding her concerns. A Guardian supervisor did call as requested and left a voicemail message for Mrs. [redacted].
Guardian received no further contact from Mr. or Mrs. [redacted] until February 2015 at which time Mr. [redacted] advised they had moved into a new home. Mr. [redacted] requested to transfer monitoring services to his new residence for the remaining twelve (12) months of his Agreement. Guardian’s representative explained that in order to transfer services, a minimum Agreement term of thirty-six (36) months is required to offset the upfront costs of relocation. Mr. [redacted] expressed he no longer wished to relocate monitoring services based on the information provided to him.
Subsequent to that conversation, Guardian made several attempts to contact Mr. and/or Mrs. [redacted] to follow up regarding the status of their account. Upon reaching Mr. [redacted] in November 2015, Guardian was advised that Mr. [redacted] felt he was not responsible for any further payment on the account. Guardian received the subject complaint shortly thereafter.
Mr. [redacted]’s complaint cites that Guardian “has been unable to produce” a copy of his contract stating he remains responsible to fulfill the initial term of his Agreement after moving from the monitored premises. Guardian has reviewed his account and respectfully could find no record of Mr. and/or Mrs. [redacted] requesting a copy of their Agreement at any time. Guardian apologizes for any confusion. A copy of Mr. [redacted]’s Agreement is attached to this response for his records. Additionally, please note that the language Mr. [redacted] is requesting is found in Section 5 which states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. Mr. [redacted] informed Guardian that we must speak with Mrs. [redacted] who is unavailable until December 22, 2015.
Ms. [redacted] has requested the cancellation of his account with Guardian. Section 6 of Mr. [redacted]’s Agreement states he may terminate his obligation by remitting an early termination fee which is identified to be “(a) all amounts then due; (b) 20% of the amount due to the Company for the remainder of this Agreement; (c) the Deferred Payment Amount…” The Deferred Payment Amount is defined to be $930 in Section A of Mr. [redacted]’s Agreement. As such, the total early termination fee is $1,218.38 ($270.85 current balance + $17.53 representing 20% of remaining months + $930 Deferred Payment Amount.) However, in a good faith effort to bring swift resolution to this matter, Guardian will agree to accept the current balance of $270.85 as final payment in order to cancel Mr. [redacted]’s account.
Guardian believes the above offer to be fair and reasonable and is hopeful that Mr. and Mrs. [redacted] will concur. This offer shall remain available to Mr. [redacted] until close of business on January 15, 2016 after which it will be rescinded.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Kathleen V[redacted], Director
Account Management Department

June 9, 2016
Revdex.com of Western Pennsylvania
Attn[redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint....

Guardian values the opportunity to provide response in hopes of clarifying this matter for all parties.
Guardian’s records indicate Mrs[redacted]’s account was cancelled on January 13, 2015. Accordingly, Guardian discontinued monitoring of any security devices in Mrs[redacted]’s home effective that date, however Mrs[redacted] remained able to use her system locally without monitored response.
On May 31, 2016, Mrs[redacted] requested onsite service to repair a motion sensor. Because Mrs[redacted] is no longer a Guardian customer, Guardian’s standard service rates applied. Guardian informed Mrs[redacted] of the rates and took payment of an $85 non-refundable deposit towards the cost of the onsite service appointment. Said appointment was scheduled for June 8, 2016.
On June 5, 2016, Mrs[redacted] contacted Guardian and cancelled the onsite service appointment. Mrs[redacted] inquired about the $85 deposit remitted on May 31, 2016 and Guardian’s representative explained that the requirement for the non-refundable deposit is standard procedure. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mrs[redacted] directly. During that conversation, Guardian’s representative explained that as a one-time courtesy, Guardian will refund the $85 deposit as the onsite service appointment was not conducted. Mrs[redacted] expressed her satisfaction with this resolution. An electronic refund was processed to Mrs[redacted] on June 9, 2016.
Thank you for the opportunity to address Mrs[redacted]’s complaint. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

May 25, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to...

provide response and facilitate resolution of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account. Due to Ms. [redacted]’s unique circumstances, Guardian will agree to accommodate her request to cancel her account without further payment. Accordingly, Ms. [redacted]’s account was cancelled effective May 25, 2017. As such, Ms. [redacted] will receive no further billing statements from Guardian. Guardian reached out to Ms. [redacted] directly and left a voicemail message for her to relay the above information. I am hopeful the above gesture fully satisfies Ms. [redacted]’s concerns. Guardian values Ms. [redacted] as a customer and hopes that she will consider using Guardian again in the future. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

RE:      [redacted] – ID #[redacted] Dear Mrs. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint.  Guardian values the opportunity to provide response and assist in facilitating...

resolution of his concerns.  Mr. [redacted]’s letter states he was unaware he was extending the initial term of his Agreement with Guardian upon upgrading his security equipment in October 2013. Respectfully, our review into Mr. [redacted]’s account (including a review of recorded telephone conversations) revealed that Mr. [redacted] verbally acknowledged and agreed to the new 60-month term during a telephone conversation with Guardian on October 5, 2013. Further, the Interactive Upgrade - Residential Sales and Monitoring Agreement (“Agreement”) executed by Mr. [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “THIS IS A 60 MONTH INITIAL TERM.”  Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss the concerns set forth in his complaint. During that conversation, Guardian reviewed the above information related to the Agreement and initial term.  While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in this instance Guardian will accommodate Mr. [redacted]’s request to cancel his account without further payment. This gesture is presented by Guardian in good faith to bring swift resolution to this matter.  Mr. [redacted] has expressed his satisfaction with this resolution.   Thank you for allowing Guardian to address Mr. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                            Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty Department

March 27, 2017Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian is a customer focused company and appreciates the opportunity to facilitate resolution of Mr. [redacted]’s concerns.  Upon receipt of your letter, Guardian immediately...

reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative was able to verify Mr. [redacted]’s Social Security number from his sales paperwork and after which Mr. [redacted]’s account was updated to reflect the correct information. Guardian’s representative also confirmed with Mr. [redacted] the time remaining in the initial term of his agreement and further assisted him with reenrollment in Guardian’s autopay program. Mr. [redacted] expressed his satisfaction with this resolution.   Guardian sincerely apologizes to Mr. [redacted] for any confusion or inconvenience related to his recent interactions with Guardian. Guardian greatly values Mr. [redacted] as its customer and appreciates the opportunity to continue providing him with security monitoring services.    Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, I may be reached at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

January 26, 2016
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 respond and clarify this matter for all parties.
While Mr. [redacted]s complaint...

was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]s 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.
As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 4, 2014, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is clearly designated as sixty (60) months. Both Mr. and Mrs. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Both Mr. and Mrs. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Guardian’s records indicate Mr. [redacted]s system was installed and activated by [redacted] on August 4, 2014.
Mr. [redacted]s letter expresses discontent related to low battery issues and “door open messages.” Guardian’s records indicate Mr. [redacted] contacted Guardian for assistance with a low panel battery on September 20, 2014. Mr. [redacted] also informed Guardian that the door sensor had fallen off, however advised he would remount the device himself. Guardian assisted Mr. [redacted] with silencing the beeping related to the low battery. Guardian also immediately notified [redacted] of Mr. [redacted]s concerns and requested that they schedule onsite service as soon as possible. Our records indicate [redacted] did contact Mr. [redacted] to schedule onsite service however Mr. [redacted] informed them that he no longer needed assistance. Guardian has no record of any service appointments whereby the technician missed the appointment as asserted by Mr. [redacted] in his letter.
On May 30, 2015, Mr. [redacted] contacted Guardian for assistance in clearing an error from his keypad. Guardian’s representative successfully assisted Mr. [redacted] in resetting his master user code and clearing the keypad. Prior to ending the telephone call, Mr. [redacted] requested to speak with a supervisor in order to express his gratitude for the assistance provided by Guardian’s representative.
On August 31, 2015, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and that an early termination fee was required to cancel. Mr. [redacted] disputed the five-year initial term of the Agreement. A copy of the Agreement was mailed to Mr. [redacted] at that time for his review.
Guardian made numerous attempts to contact Mr. [redacted] over the next several months regarding the status of his account. Guardian was unable to speak with Mr. [redacted] until January 17, 2016 at which time he requested assistance for a low panel battery. Guardian’s representative explained that onsite service could not be scheduled due to the past due balance on the account. Mr. [redacted] called back on January 19, 2016 for assistance with beeping from the keypad related to the low battery issue. Guardian’s representative assisted Mr. [redacted] in silencing the audible beeping. Mr. [redacted] again requested onsite assistance, however Guardian’s representative politely explained that a payment would need to be remitted before onsite service could be scheduled. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. During that conversation, Guardian offered to schedule a technician to replace the panel battery at no charge to Mr. [redacted]. Guardian also offered to apply a good faith credit to the account in the amount of $140.48. Mr. [redacted] declined the credit to the account however did accept the offer for onsite service. [redacted] has scheduled onsite service to take place on January 29, 2016. Mr. [redacted] informed Guardian that the only resolution he would accept is full cancellation of the account effective July 2016, essentially reducing his initial term from five (5) years to two (2) years. Guardian’s representative politely explained that Guardian was unable to accommodate his request.
Guardian apologizes to Mr. [redacted] that its efforts to resolve his concerns have not met his satisfaction. Respectfully, Guardian is unable to cancel Mr. [redacted]s’ Agreement with [redacted] in July 2016 as he has requested. Guardian’s records indicate Mr. and Mrs. [redacted] knowingly and willfully executed a five (5) year Agreement with [redacted]. Guardian believes the resolution offered above to be fair and reasonable to all parties and is hopeful the Revdex.com will concur.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care 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.Before any decision is made, I would like to hear the phone conversation.  If in fact the representative was clear on this issue, I will be the first to appologize.  Please provide the phone recording.  
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  I thank Guardian for stepping up and resolving this matter quickly and efficiently.
Regards,
[redacted]

January 23, 2017RE:      [redacted], Case #[redacted]Dear Ms. [redacted] Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian deeply regrets Ms. [redacted]’s negative experience with our company. Due to Ms....

[redacted]’s unique circumstances, Guardian has accepted her request to cancel her account. Guardian received Ms. [redacted]’s written cancellation authorization on January 19, 2017. Accordingly, Ms. [redacted]’s account is in the process of being terminated without further payment. Guardian sincerely apologizes to Ms. [redacted] for her recent experience. Guardian takes great pride in providing excellent customer service and regrets that Ms. [redacted]’s interaction with our firm was less than exemplary.Thank you for allowing Guardian to address this matter for Ms. [redacted]. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have contacted Guardian multiple times to resolve this without avail.Please see attached 2 documents with my response. One providing response to the complaint and the other as supporting evidence that Guardian has charged, on several occasions, various amounts, no credits have been issued, and the "6 month promotion" was not provided as they are alleging which I NEVER agreed to- verbally or in writing. If this is not resolved, I will have to further my complaint proceedings. I am requesting yet again the following: -          Cancellation of this invalid contract without penalty-          Documentation of a signed agreement that the rate of $17.47 I was informed would end at a specific date-          Documentation/Evidence of an agreement allowing Guardian to withdraw any funds above the agreed amount from my account. IF there was an agreement to only provide $17.47/month FOR ONLY 6 MONTHS, I would like to see where I signed and agreed to those terms as I have requested from Guardian multiple times. My understanding is that this documentation does not exist.   Per the documentation attached, if I was in fact to receive a “promotion” from Guardian for 6 months, I would not have been charged until February at the rate that they claim I agreed to. As you can see, I was charged $34.95 beginning in January 2017, $42.26 in September 2017, $17.48 in March 2017, $34.95 in March 2017 and another $34.95 again in April 2017. Per the response from Guardian, the charges should have been $17.47/month through 6 months would have started in August 2016 and ended in January 2017. I made no verbal agreements to enter into a long-term, 60-month contracts for $34.95/month.   I am requesting yet again the following: -          Cancellation of this invalid contract without penalty -          Documentation of a signed agreement that the rate of $17.47 I was informed would end at a specific date -          Documentation/Evidence of an agreement allowing Guardian to withdraw any funds above the agreed amount from my account. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is NOT a satisfactory happy solution to me.  I would like to close the complaint with this company but do not want it to appear to others that review complaints that this was a satisfactory resolution.  They have wasted so much of my time that I just want to be done with the whole issue.  Please close the complaint but do not give them any positive points for handling it to my satisfaction.
Regards,
[redacted]

May 24, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      Marquitta [redacted] – ID #[redacted] Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’ further comments regarding this matter.  Respectfully, Guardian has made every reasonable effort to contact Ms. [redacted] and provide explanation to each and every one of her concerns. Guardian regrets that despite the efforts made to clarify her concerns, Ms. [redacted] remains dissatisfied.  Ms. [redacted] has requested written confirmation that her EZPay account has been cancelled. Guardian previously provided written confirmation of this information in the letter written to the Revdex.com on May 17, 2017.  Additionally, Guardian mailed a separate notification directly to Ms. [redacted] on May 22, 2017 which confirmed that her EZPay account was cancelled pursuant to her request.  Ms. [redacted] has disputed that Guardian’s contact attempts were made while she was at work and unavailable to take any telephone calls. Should Ms. [redacted] wish to contact Guardian in response to the messages left for her, she may do so at her convenience outside of work hours. Our Loyalty Department is available Monday through Friday from 7:30am – 10:00pm, Saturday from 8:00am – 10:00pm, and Sunday from 8:00am – 5:00pm, EST. The telephone number is [redacted].  Respectfully, Guardian’s attempts to contact Ms. [redacted] were made in a good faith effort to address her concerns, not to “force” her to listen to a telephone recording as she has asserted. Guardian merely offered to review the recording with Ms. [redacted] in an effort to provide explanation and eliminate any confusion.  In summary, Ms. [redacted] entered into a legally binding and valid Agreement with Guardian on July 25, 2016 in which she acknowledged the monthly rate of $34.95 and the initial term of 60 months.  Ms. [redacted] also executed a “Notice of Cancellation” form at the time of sale which served to document that Ms. [redacted] received three (3) full business days to review her paperwork and possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. At no time has Guardian taken advantage of Ms. [redacted] as asserted in her most recent letter. Should Ms. [redacted] wish to cancel, she may do so upon payment of the $750 early termination fee as designated in Section 8 by her Monitoring Agreement.  Should you have any questions, please contact me directly at [redacted].  Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

Customer Service IssuesselectProblem: my alarm started beeping non-stop. This lasted several days. I contacted guardian & spoke with Cecilia, who said she would have some one call me back. No one returned my call. I called again several time and was instructed by their technician on how to fix the problem. The "technician" did not even know the right size batteries. to make a long story short nothing they said to do fix the problem. So, I had to rip the wires out to make the beeping stop after days of listening to a high piercing sound 5 feet from my bed resulting in no sleep.This is the second time this malfunction has occurred.I appealed to the Revdex.com several months ago with the same complaint. You had them send out their best "technician" to fix the problem.I would like to be released from my contract from them as, once again , I am paying for a non-working alarm, they are a rip-off.Desired Outcome: I want to be released from my contract. I want to Fire them. Their service is no-existent. Their so-called technicians read from a manual they have no-idea how to resolve any problems. And, their equipment is garbage. This is the second time this had happened in a matter of months

From: [redacted]Date: Fri, Apr 29, 2016 at 6:35 PMSubject: Update information for complaint #[redacted]To: Revdex.com <[redacted]Dear [redacted],I couldn't figure out how to send a message via website and it was after the...

business hours to call.I'd like to thank you for following up with my subject complaint. I greatly appreciate the help regarding this.Today, 29 APR 2016 around 5:45 pm, I received a call from Guardian Protection Services supervisor Ms. Tana (only first name provided) that Guardian Protection Services is going to waive the fees regarding this complaint and will settle the charges as I requested. I tried for three months to resolve this and your involvement has greatly helped resolving this issue. This was my first time going through Revdex.com and, I appreciate the Revdex.com's efforts to help consumers. Is there anything I can do to help Revdex.com, please do not hesitate to let me know. Once again, thank you so much for your help with this!Sincerely, [redacted]