Guardian Protection Services Inc

February 12, 2016
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 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] Alarm. As such, all aspects of Mr. [redacted]s sales transaction and system installation took place directly between [redacted] Alarm and Mr. [redacted]. [redacted] Alarm 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] Alarm.
Mr. [redacted]s letter indicates his system was not working properly and further asserts that Guardian refused to make repairs. Guardian has reviewed its records and found the following information related to requests for onsite service:
• December 28, 2012 – Onsite service was conducted at which time the technician tested the radio strength, reprogrammed timer tests and fully tested the system.
• February 13, 2013 – A Guardian representative offered to schedule onsite service to assist with an issue with the Zone 8 sensor. Mr. [redacted] declined to schedule service.
• August 17, 2013 – Onsite service was conducted at which time the technician replaced the panel battery, reset the system, reset the clock and cleared all alerts.
• September 14, 2013 – A Guardian representative offered to schedule onsite service related to a radio failure signal received. Mr. [redacted] declined to schedule service.
• September 24, 2013 – A Guardian representative offered to schedule onsite service related to a radio failure signal received. Mr. [redacted] declined to schedule service.
• November 2013 – April 2014 – Guardian made multiple attempts to contact Mr. [redacted] to offer assistance. After speaking with a designated contact, Guardian learned that Mr. and Mrs. [redacted] were out of the country for several months.
• April 22, 2014 – A Guardian representative offered to schedule onsite service. Guardian further offered to waive the trip fee and replace the panel battery at no charge. Mr. [redacted] initially agreed to schedule onsite service. Guardian made several attempts to schedule the appointment however Mr. [redacted] subsequently declined to schedule stating he had engaged an alternate security provider.
Based on the above information, Guardian believes that every reasonable effort was made to schedule onsite service in a genuine attempt to assist Mr. [redacted]. Guardian has no record of Mr. [redacted] making any requests for onsite service which were declined by Guardian. Please note that Guardian would have no record of any requests made by Mr. [redacted] directly to [redacted] Alarm for onsite service.
On May 21, 2104, Mr. [redacted] contacted Guardian to determine the maturity date of his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated October 15, 2012. Guardian’s representative explained the initial term to be thirty-six (36) months with a maturation date of October 20, 2015. Mr. [redacted] acknowledged his understanding.
Two days later on May 23, 2014, Mr. [redacted] contacted Guardian to advise he had engaged an alternate security provider because his system was not working properly. Guardian’s representative explained that onsite service was needed to replace a panel battery. Mr. [redacted] reiterated his request to cancel and Guardian’s representative quoted the early termination fee required as Mr. [redacted] remained within the initial term of his Agreement.
Guardian spoke with Mr. [redacted] regarding the status of his account on November 15, 2014 at which time Mr. [redacted] stated that his account had been cancelled. Guardian’s representative explained that the account remained active and reviewed previous conversations whereby it was explained that he remained within the initial term of his Agreement and an early termination fee was required. Mr. [redacted] disputed that his system was not functioning properly and further stated that Guardian refused to send a technician. Guardian’s representative reviewed the multiple offers made to schedule onsite service and the subsequent efforts made to reach Mr. [redacted] to offer assistance. Guardian’s representative informed Mr. [redacted] that eleven (11) months remain in the initial term of his Agreement and quoted the early termination fee to be $493.66.
Guardian received no further contact from Mr. [redacted] until receipt of the subject complaint.
Mr. [redacted]s letter states he engaged an alternate security provider due to Guardian’s failure to make repairs to his system. Respectfully, Guardian’s records above clearly indicate that Mr. [redacted] declined all offers to schedule onsite service. Regretfully, Guardian was not provided the opportunity to make repairs to the system prior to Mr. [redacted] engaging an alternate security provider. Because Mr. [redacted] declined to return any of the subsequent messages left for him by Guardian, his account remained active and Guardian continued to invoice Mr. [redacted] for monthly monitoring fees.
Upon receipt of your letter, Guardian reached out to Mr. [redacted] directly. During that conversation, Guardian’s representative provided the above explanation to Mr. [redacted]. Guardian’s representative also offered to process the cancellation of the account effective February 20, 2016 as well as to waive the balance due. Mr. [redacted] expressed his discontent, but did accept Guardian’s offer.
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

June 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 and values the opportunity to provide...

response in hopes of clarifying 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 Security Force, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’ sales transaction, system installation and system activation process took place directly between Security Force and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or installation process. Further, Mr. [redacted]’ contractual obligation is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. Security Force 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 Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business. For background, our records indicate Mr. [redacted]’ initial transaction with Security Force occurred on December 31, 2016 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force. The initial term is designated in Section 3 as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials next to the statement, “Company agrees to provide monitoring services for a period of 60 months.” Mr. [redacted] also executed the Agreement at the bottom of the form. Guardian’s records indicate Mr. [redacted]’ system was installed and activated by Security Force on December 31, 2016.On May 13, 2017, Guardian contacted Mr. [redacted] as part of a customer survey to inquire if Mr. [redacted] was satisfied with his system installation and security monitoring. Mr. [redacted] informed Guardian that he does not utilize the system and further declined to take part in Guardian’s customer satisfaction survey. Mr. [redacted] inquired when the initial term of his Agreement expired and the early termination fee to cancel. Guardian’s representative provided Mr. [redacted] with that information pursuant to his request.On May 26, 2017, Mr. [redacted] contacted Guardian and expressed dissatisfaction with the motion sensor in his home as his dog was tripping the device. Mr. [redacted] further stated that the Security Force technician indicated the sensor would not detect his dog’s movements. Guardian’s representative offered to schedule onsite service at no charge to reposition the motion sensor, however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter. Mr. [redacted] has requested the cancellation of his account. Given that the nature of Mr. [redacted]’ complaint relates to his sales transaction with Security Force, his request will need to be directed to Security Force as the contract holder. In an effort to assist in facilitating resolution, Guardian provided a copy of the complaint to Security Force. After careful review of Mr. [redacted]’ account, Security Force has informed Guardian that they are unable to cancel Mr. [redacted]’ account absent payment of the early termination fee as designated in the terms of his Agreement. Alternatively, both Guardian and Security Force remain willing to schedule onsite service at no charge to Ms. [redacted] to inspect and reposition the motion sensor should he so desire. Should you wish to contact Security Force directly, they may be reached at: Security Force, Inc., [redacted].Thank you for providing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], DirectorDealer Operations

April 10, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’s complaint to Guardian...

Protection Services, Inc. (“Guardian”). Guardian values Ms. [redacted] as our customer and appreciates the opportunity to facilitate resolution of her concerns.  Upon receipt of your letter, Guardian contacted Ms. [redacted] to review the issues set forth in her complaint. During that conversation, Guardian’s representative apologized for Ms. [redacted]’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trust. To that end, Guardian’s representative offered to restart Ms. [redacted]’s Agreement term with the first 10 months of service to be provided at no charge.  Guardian has scheduled an onsite service appointment for April 18, 2017 at no cost to Ms. [redacted] to replace her security panel and to fully test her system.  Guardian has also forwarded a new Agreement to Ms. [redacted] reflecting a thirty-six (36) month initial term at $44.95/month with a credit of $449.50 to be applied for the first ten (10) months of service. Ms. [redacted] has expressed her satisfaction with this resolution.   Again, Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Guardian is committed to delivering the highest standards of customer service and is grateful to retain Ms. [redacted] as a valued customer.   Thank you for informing Guardian of Ms. [redacted]’s letter.  Should you have any questions, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

August 30, 2016 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 complaint. Guardian values the opportunity to address Mr. [redacted]’s concerns.   Mr. [redacted] has expressed discontent related to an invoice for recent onsite service and further asserts he was billed for time and material that he had already remitted through a mortgage roll-in.  Upon receipt of your letter, Guardian conducted a thorough review of the account. Guardian then contacted Mr. [redacted] directly. During that conversation, Guardian’s representative explained that only 30% of the cost of the equipment he selected for his new home was rolled into his mortgage, therefore he remains responsible for the remaining balance. Mr. [redacted] requested to return the equipment, however Guardian’s representative explained that used equipment could not be returned. Mr. [redacted] then requested to cancel his account due to the issues he experienced during installation, including placement of the security panel. Guardian’s representative reviewed with Mr. [redacted] that the account could not be cancelled absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.   Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Mr. [redacted] cited that he wished to cancel the account due to issues related to installation of the system, including placement of the security panel, however Guardian already addressed and rectified those issues in July 2016. At the present time, Guardian’s records indicate that all devices in Mr. [redacted]’s home are functioning properly. Should Mr. [redacted] have additional concerns related to his security equipment, Guardian would be pleased to schedule an onsite service appointment at no charge to him to evaluate those concerns. Mr. [redacted] has also stated that he wished to cancel the account as he could not afford the balance associated with the recent onsite service appointment. In a genuine effort to assist Mr. [redacted], Guardian is willing to accept payments of the current balance ($568.71) in five (5) monthly installments of $113.74 until the balance is paid in full. This gesture is presented by Guardian in an earnest good faith effort to assist Mr. [redacted]. This offer shall remain available to Mr. [redacted] until close of business on September 20, 2016 after which it will be rescinded.  Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]                                   ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care Loyalty 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. I do not agree with their billing practices, but accept the resolution that has been offered. 
Regards,
[redacted]

May 18, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted]            Dear Ms. [redacted]:...

   Thank you for forwarding Ms. [redacted]’s complaint. Guardian Protection Services, Inc. (“Guardian”) values the opportunity to provide response and to clarify this matter for all parties.  For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as Skyline Security (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly between Skyline and Ms. [redacted]. Please note that Skyline 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 Skyline. Guardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s business.  Ms. [redacted]’s complaint asserts that she believed the initial term of her Agreement to be three (3) years. Our records indicate that Ms. [redacted] initially engaged Skyline’s services on April 10, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as a period of sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials in Section F which states, “The initial term of this Agreement is 60 months.” Mr. [redacted] also executed the Agreement by placing her signature at the bottom of the form.  During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services.  The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey at the time of sale during which she orally acknowledged an initial term of sixty (60) months.   Upon receipt of your letter, Guardian made several attempts to contact Ms. [redacted] directly to provide the above explanation and to offer to play the recording of telephone conversation at the time of sale with Skyline.  To date, Ms. [redacted] has not contacted Guardian in response to the voicemail messages left for her.  Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment. After review of the telephone survey conducted by Skyline at the time of sale and after review of the Agreement terms, Guardian does not feel that Ms. [redacted] was misled in any way.  Should Ms. [redacted] wish to cancel her account at the present time, she may do so upon payment of an early termination fee pursuant to the terms of her Agreement. That amount is designated to be $1,250.  Accordingly, upon receipt of payment of $1,250, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation.  Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account.   Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ([redacted].  Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to respond and assist in facilitating resolution.
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.
As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on October 11, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. [redacted]’s signature.
On October 25, 2014, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian informed Mr. [redacted] that his account could be placed in an inactive state for a period of three (3) months to allow him the opportunity to secure a new residence.
On December 22, 2014, Mr. [redacted] informed Guardian that he had purchased a new home and requested that monitoring services be transferred. Guardian immediately informed [redacted] of Mr. [redacted]’s desire to relocate services and requested that [redacted] contact Mr. [redacted] directly to coordinate installation and activation of his new system. Unfortunately, [redacted] does not have a local presence near Mr. [redacted]’s new home and was unable to locate a subcontractor in the area who could install the new system on their behalf. Due to the unique situation, [redacted] authorized Guardian to accept a 50% reduction of the early termination fee to allow Mr. [redacted] to cancel his account. Guardian presented the offer to Mr. [redacted] who accepted and remitted said payment on February 9, 2015. Guardian received the subject complaint immediately thereafter.
Guardian apologizes that the efforts made by [redacted] to relocate Mr. [redacted]’s monitoring services did not meet his expectations however please understand that Mr. [redacted]’s relocation from the premises does not alter his legal obligations to [redacted] pursuant to the terms of his Agreement. [redacted] provided and installed expensive electronic security equipment at no charge to Mr. [redacted] with the expectation to recover that investment made over the 3-year term of the Agreement. Had Mr. [redacted] elected to cancel his account immediately upon relocation, an early termination fee would also have also been required at that time.
Because [redacted] was unable to accommodate Mr. [redacted]’s request to relocate services, [redacted] in good faith offered to reduce Mr. [redacted]’s early termination fee by 50% as a courtesy. Mr. [redacted] accepted the proposal and remitted payment accordingly. Therefore, based on the above information, [redacted] finds Mr. [redacted]’s request for reimbursement of the early termination fee unwarranted at this time.
Thank you for advising Guardian of Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[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]

September 25, 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 values the opportunity...

to facilitate resolution of his concerns.Mr. [redacted] has expressed discontent related to the expiration of the initial term of his Agreement. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to review his concerns directly. During that conversation, Guardian offered to reduce the initial term by two (2) months and to accept a reduced early termination fee of $281.94. Mr. [redacted] accepted Guardian’s offer. Upon receipt of Mr. [redacted]’s signed cancel letter and payment of $281.94, Guardian will cancel Mr. [redacted]’s account and he will be relieved from all remaining obligations under the Agreement. Thank you for providing Guardian the opportunity to respond to Mr. [redacted]’s letter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

May 24, 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 greatly values...

the opportunity to address Mr. [redacted]’s concern. For background, please note that Mr. [redacted] originally met with Guardian in October 2016 to review products and services that were available for his new home, which was under construction at the time. Mr. [redacted] engaged Guardian to install electronic security hardware and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Monitoring Agreement (“Agreement”) on October 25, 2016 for an initial term of sixty (60) months commencing from the date of the activation of services. Upon receipt of your letter, Guardian reached out and spoke with Mrs. [redacted] regarding the concerns set forth in Mr. [redacted]’s complaint. During that conversation, Guardian explained that the invoice created on February 22, 2017 represented a $95 charge for a cable installed in the [redacted]s’ basement and was not related to monthly monitoring fees. Guardian apologized to Mrs. [redacted] for any confusion. Guardian’s representative also explained that any monthly fees and/or late fees invoiced to the account prior to activation of services will be waived and billing will restart once the system is fully activated. Mrs. [redacted] acknowledged her understanding. Mr. and Mrs. [redacted]’s system is scheduled to be activated by Guardian on May 31, 2017. Please be assured that Guardian will continue to work closely with Mr. and Mrs. [redacted] to ensure that onsite service is conducted as promised and all concerns are resolved to their full satisfaction. Thank you for advising Guardian of Mr. [redacted]’s concern. Should you have any questions, please do not hesitate to contact me at [redacted]. Sincerely,Andrew A[redacted], Manager Customer Care Department

February 12, 2016
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 matter. Guardian...

values the opportunity to provide response and address the concern.
Guardian extends sincerest condolences to Mr. [redacted] and his family for their loss. Prior to receipt of your letter, Guardian discontinued all 24-hour monitoring and related services at Ms. [redacted]’ residence.
For background, Guardian’s records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated February 18, 2014. The initial term is designated as three (3) years with a maturation date of March 9, 2017.
Mr. [redacted] has expressed discontent related to the claim filed with Ms. [redacted]’ estate for the remaining initial term. The claim amount filed by Guardian is designated to be $397.16 representing thirteen (13) months remaining. Please understand that Guardian’s claim was filed in an effort to recoup costs and expenses associated with Ms. [redacted]’ account, not in an effort to make a profit. Additionally, the amount claimed by Guardian for the contract balance will not allow Guardian to reclaim the full costs associated with the account; it will only lessen Guardian’s losses.
Guardian apologizes to Mr. [redacted] for any confusion and remains hopeful that the above explanation has assisted to clarify this matter for him. Should Mr. [redacted] have additional questions or concerns, he may contact me directly at the below number. I will be happy to assist him further.
Thank you for allowing Guardian the opportunity to address this matter on behalf of Mr. [redacted]. Should you have any questions, I may be reached at [redacted].
Sincerely,
Sharon G[redacted], Credit Manager
Credit and Collections Department

November 11, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted] complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values Ms. [redacted] as its customer and appreciates the opportunity to address her concerns. Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the security system installed in her home and with recent onsite service. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience.  Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Ms. [redacted] residence on November 9, 2016.  During the service visit, Guardian’s technician relocated the security panel to a more centralized location, tied in twenty-five (25) wireless devices, tested the two-way voice and tied in the outdoor camera. Prior to departing the residence, Guardian’s technician tested all devices and confirmed receipt of signals in Guardian’s central monitoring station. Following the onsite service appointment, Guardian contacted Ms. [redacted] who expressed satisfaction with the result of the service visit. Ms. [redacted] requested a few days to use the system and asked that Guardian follow up with her next week to ensure her complete satisfaction. Please be assured that Guardian will reach out to Ms. [redacted] early next week to confirm that all of her concerns have been fully addressed and resolved.  Thank you for informing Guardian of Ms. [redacted] complaint.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

July 31, 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 Ms. [redacted]’s complaint. Guardian welcomes any opportunity to...

address a question or concern. All of the terms and conditions associated with the Agreement and the services to be provided are detailed in the Agreement, including the requirement for a 30-day notice to cancel. Notwithstanding, Guardian will accommodate Ms. [redacted]’s request to waive the final balance due on the account upon cancellation. A credit was applied to Ms. [redacted]’s account on July 26, 2017 and she will receive no further billing statements from Guardian. We believe the above gesture should fully resolve Ms. [redacted]’s concerns. Thank you for informing Guardian of this matter. Sincerely,Agency Complaint Response Team

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and clarify its role in an effort to assist in facilitating resolution.
It is important to understand that Guardian is contracted by a firm...

known as [redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. 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] business.
As background, Guardian’s records indicate that Mr. [redacted] initially engaged [redacted] services on August 30, 2012, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is three (3) years. The Agreement bears Mr. [redacted]’s signature.
On May 21, 2014, Mr. [redacted] informed Guardian he would be moving from the premises. On behalf of [redacted], Guardian presented a number of options in a good faith effort to assist Mr. [redacted] in fulfilling his obligation to [redacted] under the Agreement. For example, Guardian indicated that the new homeowners could elect to activate monitoring services which would relieve Mr. [redacted] from further obligation. Guardian also indicated that Mr. [redacted] may cancel the account prior to the end of the initial term by remitting a reduced early termination fee of $350.
On July 18, 2014, Mrs. [redacted] provided Guardian with the contact information for the new homeowner. Guardian immediately reached out to the new homeowner and offered to activate monitoring services in her name. The new homeowner accepted and an Agreement was emailed to the new homeowner for her signature on July 18, 2014. Guardian received the executed paperwork from the new homeowner on July 31, 2014. Upon receipt, Guardian immediately provided the documentation to [redacted], the scheduling and installing company. [redacted] contacted the new homeowner and scheduled onsite service to activate monitoring services. Said service appointment was conducted on August 7, 2014, one week after receiving all executed paperwork from the new homeowner. Upon activation of monitoring services by the new homeowner, Mr. [redacted]’s account was cancelled and an invoice was generated indicating a final balance of $11.92.
Mr. [redacted] has disputed the final balance owed and has further indicated that Guardian failed to “complete the transaction in June”. Respectfully, Mr. [redacted]’s assertions are inaccurate. Guardian was provided with the new homeowner’s contact information on July 18, 2014. Upon receipt of this information, Guardian immediately contacted the new homeowner that same day to inquire if she wished to activate services in her name. The new homeowner agreed to activate monitoring services and returned the executed paperwork to Guardian two (2) weeks later. [redacted] activated her monitoring services one (1) week following receipt of the executed Agreement. Respectfully, the transfer of monitoring services to the new homeowner was all conducted in a timely manner.
Further, please understand that Mr. [redacted]’s relocation from the monitored premises did not alter his legal obligation to [redacted] pursuant to the terms of his Agreement. Section B of Mr. [redacted]’s Agreement specifically states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises.” Accordingly, Mr. [redacted]’s obligation to continue remitting timely monthly payments continued until such time that the new homeowner’s services were activated.
While [redacted] maintains the legal right to pursue payment of the final balance owed by Mr. [redacted], prior to receipt of your letter [redacted] authorized Guardian to waive the final balance due on Mr. [redacted]’s account. The aforementioned credit of $11.92 was applied on October 13, 2014. Accordingly, Mr. [redacted] will receive no further billing statements from Guardian and his obligation to [redacted] has ended.
It is my hope that this letter has sufficiently addressed all questions related to 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 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]

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.
Mr. [redacted] indicates in his complaint that he wishes to cancel the account of his...

mother, Ms. [redacted], as she no longer resides at the monitored premises. Our records indicate Mr. [redacted] contacted Guardian on February 12, 2015 to make such request. Unfortunately, when Mr. [redacted] made the cancellation request he was unable to provide Ms. [redacted]’s security password and therefore no changes were made to the account. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to mail a copy of the password to the monitored premises. Additionally, Guardian’s representative informed Mr. [redacted] that a copy of the Power of Attorney for Ms. [redacted] was required before Guardian could process his cancellation request. Guardian received the subject complaint shortly thereafter.
Guardian understands Mr. [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, Ms. [redacted].
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss this matter directly. Pursuant to that conversation, Mr. [redacted] provided Guardian with a copy of the Power of Attorney for Ms. [redacted]. As such, Guardian has agreed to process the cancellation of Ms. [redacted]’s account effective February 16, 2015. The balance due on Ms. [redacted]’s account will be waived and she will be released from all further obligation. Mr. [redacted] has expressed his 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], Supervisor
Customer Service Department

January 8, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]
Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and address this matter.
For background, please note that...

Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Ms. [redacted]’s home builder. As such, Guardian met with Ms. [redacted] in December 2014 to discuss her low voltage wiring needs. During that meeting Guardian also presented additional products and services available for her new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Ms. [redacted] engaged Guardian to install a monitored electronic security system in her new home. Ms. [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on December 29, 2014, which designates its initial term as sixty (60) months. In addition to signing the form, Ms. [redacted] placed her initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
Additionally, Ms. [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with Guardian. Ms. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of sale. Guardian did not receive a written request to cancel from Ms. [redacted] and therefore proceeded to provide and install security equipment.
Upon receipt of your letter, Guardian contacted Ms. [redacted] who reiterated that she does not wish to activate monitoring services with Guardian. While Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in this instance and in order to bring swift resolution to this matter, Guardian has agreed to release Ms. [redacted] from all obligation under the Agreement. Ms. [redacted] has expressed her satisfaction with this resolution.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

May 20, 2016
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].
For background, Mr....

[redacted]’ account came to Guardian by way of an Authorized Dealer known as [redacted] Security Systems (“[redacted]”). As such, all aspects of Mr. [redacted]’ sales transaction and system installation took place directly between [redacted] and Mr. [redacted]. Guardian was not present for 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 [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’ services and subsequent billings.
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.
Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on August 8, 2012, as memorialized in the Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated as five (5) years. Mr. [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “The initial term of this Agreement is 5 years commencing on the day service begins”. Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form.
Additionally, at the time of the sales transaction with [redacted], Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction. Mr. [redacted] did not alter or cancel the engagement of [redacted] to provide and install security equipment and activate 24-hour monitoring services.
Mr. [redacted] has disputed the initial term of his Agreement, stating he was promised a three (3) year initial term. Upon receipt of his complaint, Guardian made multiple attempts to contact Mr. [redacted] to review his concerns directly. Unfortunately, Guardian has been unable to reach Mr. [redacted] to date.
Guardian has conducted a thorough review of Mr. [redacted]’ account including all paperwork received from [redacted]. Respectfully, Guardian was unable to find any reference to the promise of a three (3) year initial term. Should Mr. [redacted] possess any such documentation confirming a three (3) year initial term, Guardian would be happy to review and honor that promise.
Mr. [redacted] has requested the cancellation of his account. The terms of his Agreement provide for cancellation prior to the end of the initial term by remitting an early termination fee. That amount is designated as $841.73. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $420.86. Upon receipt of payment of $420.86, Guardian will cancel Mr. [redacted]’ account and he will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and remains hopeful Mr. [redacted] will concur.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]’ concerns. Should you have any questions, please contact me directly at ([redacted] ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

December 12, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted]            Dear Ms. [redacted]: ...

 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[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 contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that [redacted] has agreed to remove the security equipment from Mr. [redacted]’s home and cancel Mr. [redacted]’s account. 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 ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations