Guardian Protection Services Inc

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 the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Ms. [redacted]
For background, Ms. [redacted]’ account came to Guardian by way of an Authorized Dealer...

known as [redacted]. As such, all aspects of Ms. [redacted]’ sales transaction took place directly between [redacted] and Ms. [redacted] Guardian was not present during any aspect of the sales transaction with Ms. [redacted]
In order to establish a Guardian account for Ms. [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 Ms. [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.
Given the nature of Ms. [redacted]’ concerns, Guardian has agreed to accept her request to cancel her account and discontinue 24-hour monitoring and related services. Ms. [redacted]’ account will be cancelled effective November 30, 2014. Additionally, Guardian will issue a refund to Ms. [redacted] in the amount of $209.70 for monitoring payments made to date. Please note that upon cancellation of monitoring services, Guardian will no longer respond to any signals from Ms. [redacted]’ system.
Thank you for allowing Guardian the opportunity to address and resolve this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted], Manager
Dealer Operations

June 10, 2015RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Mr. [redacted]s concerns.
Upon receipt of Mr. [redacted]’s complaint,...

Guardian conducted a thorough review of his account. Our records indicate 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 took place directly between [redacted] and Mr. [redacted]. Guardian was not present for any aspect of the sales transaction with Mr. [redacted] or the 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 by [redacted] thereby facilitating activation of Mr. [redacted]’s services.
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.
Mr. [redacted]’s complaint disputes the initial term of his agreement with [redacted]. Guardian’s records indicate Mr. [redacted] executed a sixty (60) month Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 12, 2012. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form.
Notwithstanding the above, upon receipt of Mr. [redacted]’s complaint Guardian contacted Mr. [redacted] directly and in good faith agreed to release Mr. [redacted] from the remainder of his Agreement. The balance due on Mr. [redacted]’s account will be waived and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’s concerns.
For background, our records indicate Ms. [redacted]’s account came to Guardian by...

way of an Authorized Dealer known as [redacted]. As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Guardian was not present during any aspect of the sales transaction. Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Our records indicate Ms. [redacted]’s initial sales transaction with [redacted] occurred on November 9, 2013 at which time Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s monitoring services. The initial term of the Agreement is designated as thirty-six (36) months. Pursuant to the transaction and Agreement terms, Ms. [redacted]’s system was installed and 24-hour monitoring services activated by [redacted] on November 9, 2013.
On January 8, 2015 with twenty-two (22) months left in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had moved from the monitored premises and wished to transfer services to her new home. Guardian’s representative explained to Ms. [redacted] that Guardian could install a base package in her new home for an installation fee of $100 in exchange for a new thirty-six (36) month agreement, or at no charge in exchange for a new forty-eight (48) month agreement. Ms. [redacted] disputed the requirement to execute a new agreement and stated she wished to install a new system at no cost for the remaining time in her initial term. Guardian’s representative explained that Guardian had not been provided the opportunity to recoup the investment made in her previous home and was therefore unable to provide and install additional security equipment at no charge. Guardian’s representative also explained that the new homeowner or tenant could activate services in their name which would relieve Ms. [redacted] from her remaining obligation. Ms. [redacted] indicated that the tenants had elected to activate services through an alternate security provider and inquired about cancelling the account. Guardian’s representative provided Ms. [redacted] with the early termination fee information at her request. Ms. [redacted] wished to discuss the options with her husband and contact Guardian with a decision.
Shortly thereafter, Mr. [redacted] contacted Guardian and inquired if he could remove the equipment from the former home and self-install the equipment in the new residence. Guardian’s representative explained that removing the equipment would void any warranty and as such Guardian does not recommend such actions. Guardian’s representative reiterated the offers made to Ms. [redacted] to install a new base package for an installation fee of $100 in exchange for a new thirty-six (36) month agreement or at no charge in exchange for a new forty-eight (48) month agreement. Guardian’s representative also provided pricing information for any additional devices Mr. and Ms. [redacted] may wish to purchase. Mr. [redacted] declined the offers presented to him and requested the equivalent of his current system be installed in his new home without the requirement of a new contract. Guardian’s representative respectfully explained that Guardian is unable to comply with Mr. [redacted]’s request. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian explained that it had not recovered the investment made in her previous home and was therefore not in a position to offer another system at no charge for only the twenty-two (22) months remaining in her Agreement term. Guardian’s representative further explained that Ms. [redacted]’s previous system, which consisted of three (3) door contacts, eleven (11) window contacts and one (1) motion sensor, was provided for a $99 installation fee because Guardian expected to receive thirty-six (36) monthly payments of $47.99. As Ms. [redacted] has only remitted fourteen (14) payments to date, Guardian has not recouped that investment.
Guardian’s representative also explained to Ms. [redacted] that the terms of her Agreement do not provide that Guardian will transfer services at no charge and without a new agreement however Guardian offers a relocation program in a genuine effort to assist customers in fulfilling their obligations under the Agreement. Ms. [redacted] reiterated the request to remove and self-install the equipment from her former residence. Guardian’s representative explained that doing so would void the warranty until the devices are tested back in after installation. Ms. [redacted] then requested that Guardian remove the equipment on her behalf, however Guardian’s representative explained that is not a service we provide.
Ms. [redacted] requested five (5) window contacts in addition to the equipment provided in the base package. Guardian’s representative provided a discounted price of $35/per contact. Should Ms. [redacted] wish to remove the previous equipment, Guardian’s representative offered to schedule a technician to install the equipment at the new home for a $495 installation fee in exchange for a new twenty-two (22) month agreement (the remaining term of her current Agreement.) Alternatively, Guardian will install the previous equipment for a $100 installation fee in exchange for a new thirty-six (36) month Agreement. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, Guardian offered to accept a discounted early termination fee in the amount of $791.80 (originally $1,055.78). Ms. [redacted] expressed that she wished to consider the offers and would contact Guardian at a later date.
Guardian believes the above offers to be fair and reasonable and is hopeful Ms. [redacted] will concur. Guardian’s offer to relocate services shall be extended until close of business on February 16, 2015 after which it will be rescinded.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

March 10, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.
For...

background, please note that Guardian provides low voltage wiring solutions (e.g. telephone, cable television, home networking, etc.) for Mr. [redacted]’s home builder. As such, Guardian met with Mr. [redacted] in January 2015 to discuss his low voltage wiring needs. During that meeting Guardian also presented additional products and services available for his new home, which was under construction at that time. Such additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and more. After reviewing the available upgrades, Mr. [redacted] decided to engage Guardian to install a monitored electronic security system in his new home. Mr. [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on January 16, 2015, which designates its initial term as sixty (60) months. In addition to signing the form, Mr. [redacted] also placed his initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.”
At the time of sale, Mr. [redacted] had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with Guardian. Mr. [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 Mr. [redacted] and therefore proceeded to provide and install security equipment.
Mr. [redacted] expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Please note, Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty five (45) days following the installation of the System. Billing therefore commenced on October 28, 2015 pursuant to the terms of the Agreement.
Mr. [redacted] has offered to remit the sum of $1,475 in exchange for cancellation of his account. Respectfully, Guardian incurred significant expense by providing and installing expensive electronic equipment in Mr. [redacted]’s home. Unfortunately, the sum of $1,475 will not cover Guardian’s expenses.
Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian offered to accept the sum of $2,303.68 to cancel the account. Please note, the sum of $2,303.68 will allow Guardian the opportunity to recover its expenses only. Subsequent to that conversation, Guardian has reached out to Mr. [redacted] several times to finalize a resolution. Guardian has been unable to confirm Mr. [redacted]’s satisfaction with this proposal to date. Please rest assured that Guardian will continue to make every reasonable effort to contact Mr. [redacted] and ensure this matter is resolved to his complete satisfaction.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

March 24, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns.
Mr. [redacted] expressed dissatisfaction in his letter regarding...

issues with the music system installed in his home. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Mr. [redacted]’s residence related to the surround sound system. Upon completion of the service appointment, Guardian believes this matter to now be fully resolved.
Thank you for providing Guardian the opportunity to address Mr. [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 3, 2017 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc....

(“Guardian”) of Mr. [redacted]’s complaint. Guardian appreciates the opportunity to respond and to resolve this matter for Mr. [redacted].  Guardian extends its apology to Mr. and Mrs. [redacted] for their recent experiences related to onsite service at their residence. Upon receipt of your letter, Guardian researched Mr. and Mrs. [redacted]’s account and found that the service appointments were conducted by a subcontractor, not a direct Guardian employee. Notwithstanding, Mr. and Mrs. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor who assured Guardian that Mr. and Mrs. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.     Upon receipt of your letter, Guardian reached out and spoke with Mrs. [redacted] regarding the contents of the complaint. In a genuine effort to assist Mr. and Mrs. [redacted], Guardian’s representative offered to replace the security panel and cellular card at no charge, and to place a credit to the account equal to five (5) months of monitoring services. Mrs. [redacted] declined and requested the cancellation of the account.  In light of Mr. and Mrs. [redacted]’s recent experience, Guardian has agreed to accommodate their request to cancel. Accordingly, Mr. and Mrs. [redacted]’s account will be placed out of service effective May 4, 2017. Mrs. [redacted] expressed her satisfaction with this resolution.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ([redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Interesting response.  It is accurate but the rep is trying to keep my business and although I filled out the forms he said that he would still like to work something out.  Sounds like this person and the rep I am speaking with at Guardian aren't communicating.  I DO NOT consider my complaint resolved NOR do I think they handled any of this correctly.  Per my signed request that they have received and acknowledged, I want to discontinue service with them. I wanted money back from December until minus the free month they had already credited but obviously they looked right over that.  This is an unsatisfactory ending to my complaint but it appears that my problems are falling on deaf ears.
Regards,
[redacted]

June 1, 2015
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian realizes and respects the sacrifices made by military personnel and would like to thank Ms. [redacted] for her...

business as well as her husband’s military service to protect our nation.
Guardian extends its apology to Ms. [redacted] that her security system could not be relocated in a more suitable timeframe. Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with the subcontractor handling the relocation who assured Guardian that Ms. [redacted]’s issues were a rare oversight and has been appropriately addressed and corrected within their organization.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to her concerns to which Ms. [redacted] has expressed her complete satisfaction. Again, Guardian sincerely apologizes to Ms. [redacted] for her recent experiences.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Director
Account Management Department

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.The details of the recorded call are not properly reflected in the response letter to the Revdex.com.  Also, Guardian is not accepting responsibility for the sales representing their brand and their product and that is an issue for consumers.[redacted]

June 23, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Ms. [redacted]’ letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of her concerns. AMP is a respected firm and has agreed to accept Ms. [redacted]’ request to cancel her account and discontinue 24-hour monitoring and related services without further payment. Please note, upon cancellation Guardian will no longer respond to any signals from Ms. [redacted]’ system. Should you or Ms. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted]Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

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.
ALCON: No contact from Guardian has been “refused.” I have informed the agent several times that I do not have the ability to speak on the phone until after work hours due to the inability to have wireless devices at work. Additionally, the call has not been to “resolve” my issues, but to force me to listen to a recorded call which again, does not resolve the concerns that I still have nor does it support the “DOCUMENT” that guardian sent to me in writing and is using and the enforceable document for this service. There is NOTHING in the contract that states that a promotion was agreed to, nor that there is a “promotional  Additionally, per the copied data that was entered which is NOT available to me anywhere online, where were the complete 6 months of “promotion” offered? If in the first 30 days, per your document, I was charged $24.97 and for 4 months (through December 2016), I was billed 17.95 and in January I WAS Overcharged, as I stated. It was not until days later that an “account credit” was posted. No notification was sent to me, no information was provided without me initiating this complaint, and none of this information is available on the website. I have to call and request this information or file complaints. I see no evidence, based on this information that was provided. I have sent an letter and am officially revoking all privileges for Guardian to remove ANY monies from my bank account effective immediately. I will mail payment at my discretion. Also, the terms do not indicate that payment needs to be made in full PRIOR TO termination of service as I have requested. If this is indicated somewhere in a document I have signed, I’m requesting evidence of that. Though Guardian has alleged cancellation, I have requested evidence of the cancellation THREE TIMES and have yet to receive any documentation via US Mail or Email as requested. I am yet again asking for that to be sent to me. A Recorded telephone call means nothing when it contradicts the document that I SIGNED MY NAME TO! I regret EVER doing business with Guardian and will ensure that I communicate my poor experience to fellow residents for the Association I represent, the FTC, and CFPB to ensure that crooks like this do not take advantage of consumers like myself. 
Regards,
[redacted]

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response in hopes of assisting Ms. [redacted]
Upon receipt of your letter, Guardian contacted Ms. [redacted] directly to facilitate resolution...

of her concerns. While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr. [redacted]’s Agreement, in order to bring swift resolution to this matter and in good faith Guardian has agreed to accept the [redacted]s’ request to cancel the account. Upon receipt of Mr. and Mrs. [redacted]’s written authorization to cancel, the account will be terminated immediately and they will receive no further billing statements from Guardian. Ms. [redacted] has expressed her satisfaction with this resolution.
Thank you for the opportunity to respond to Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
[redacted], Director
Account Management Department

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of his concerns.
Guardian has conducted a thorough review of the above account and offers the following...

information. 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 with [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.
Mr. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2011 for an initial term of five (5) years.
On October 8, 2014 with sixteen (16) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that had moved from the monitored premises. Guardian’s representative informed Mr. [redacted] that the initial term of his Agreement had not yet been satisfied and in order to terminate the account prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian offered to transfer his services to his new residence under a new Agreement. Mr. [redacted] declined all offers and Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the terms of Mr. [redacted]’s Agreement, in good faith Guardian has agreed to cancel Mr. [redacted]’s account and release him from further obligation. Mr. [redacted]’s account was cancelled effective October 17, 2014 and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete 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,
[redacted], Director
Account Management Department

April 1, 2016
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted] complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties....


For background, Ms. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security, Inc. ([redacted]”). As such, all aspects of Ms. [redacted]s sales transaction took place directly with [redacted] not Guardian. In order to establish a Guardian account for Ms. [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 Ms. [redacted]s 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.
Our records indicate Ms. [redacted]s initial transaction with [redacted] occurred on August 29, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside Section E of the Agreement which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.
After engagement of [redacted]’s services, Ms. [redacted] received three (3) full business days to review and consider the transaction to which she was entering with the option of terminating the transaction with no further obligation. This fact is explained in Section K of Ms. [redacted]s Agreement. [redacted] did not receive Ms. [redacted]s cancellation form and therefore proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]s system was installed and activated by [redacted] on August 29, 2014.
In May 2015 with fifty-three (53) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative requested that [redacted] contact Ms. [redacted] directly to discuss relocation further. Guardian’s records indicate [redacted] spoke directly to Ms. [redacted] on May 12, 2015.
Guardian had no further contact with Ms. [redacted] related to relocation from the monitored premises until January 16, 2016. At that time, Ms. [redacted] informed Guardian that she had moved and was unable to relocate monitoring services. A Guardian representative made several attempts to contact Ms. [redacted] to discuss the status of her account and relocation however Guardian was unsuccessful in reaching her.
On March 15, 2016, Mr. [redacted] contacted Guardian and advised that he and Ms. [redacted] had moved from the monitored premises and did not wish to relocate services. Mr. [redacted] further stated that the [redacted] sales consultant indicated the initial term to be month-to-month. Guardian’s representative explained that a month-to-month contract is not offered by Guardian or [redacted] and forwarded a copy of the Agreement to Mr. and Ms. [redacted] for their reference. Guardian received the subject complaint shortly thereafter.
Ms. [redacted] has expressed dissatisfaction related to her sales transaction with [redacted]. Guardian apologizes to Ms. [redacted] for her expressed discontent. Guardian was not present during Ms. [redacted]s sales consultation and, as such, has no knowledge of the details surrounding her sales meeting with [redacted]. Upon learning of Ms. [redacted]s dissatisfaction, Guardian conducted a thorough review of her account. As a result, Guardian found no record of Ms. [redacted] informing Guardian of any discontent regarding her sales transaction with [redacted] until receipt of the subject complaint.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian’s representative presented several options to Ms. [redacted] in a genuine effort to assist her in fulfilling her obligation under the Agreement. More specifically, Guardian offered to relocate Ms. [redacted]s security system to her new home, or to transfer the remaining term to a friend or family member. Guardian also indicated that should the new homeowner elect to activate services under a new monitoring agreement that Ms. [redacted]s obligation would be relieved. Ms. [redacted] declined the above options. In a good faith effort to assist Ms. Santucci, Guardian’s representative offered to accept a reduced early termination fee and further offered to accept payment in monthly installments until paid in full. Ms. [redacted] accepted Guardian’s offer to remit monthly payments of a reduced early termination fee.
Thank you for informing Guardian of Ms. [redacted]s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
Kathleen V[redacted] Director
Account Management Department

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.
The Guardian employee failed to mention the initial contract was signed around 2006 in which I signed a 60 month agreement. In 2011 I was contacted about an upgrade in technology which would allow us to use our alarm system using Smart phones. A tech came to my home and did the nessary changes but I was asked again to sign a SECOND 60 month agreement. If my math is correct $44 x 8 years  I have paid Guardian approx. $4224. Lisa contacted me and ask that I do a walk through of the house so she could best advise the protection needed for our new home. After the walk through I was ask to sign ANOTHER 60 month agreement and pay approx. $1100. I explained that was not within my budget. I was advised if I could find a better deal Guarding would attempt to match it. I was contacted by Guardian the next day and I explained that I was unable to pay any upfront cost. I was offered a striped down security option that would tie into the current system for around $44 per month. I  was then told I needed to sign a 60 month agreement. My remaining contract term is 17 months. I am willing to sign a 17 month agreement to fullfil my obligation to Guardian but I am not willing to sign a THIRD 60 month agreement. I explained to Guarding I am fine with them activating the new system with the stripped down version for 17 months. That will fullfil my contract.When I did sign the agreement in 2011 I was told over and over I could simply transfer my service. There was never any mention of taking on a THIRD long term contract.
Regards,
[redacted]

Revdex.com:I spoke to the Executive Branch representative and they also stated that there were not any fees for the service since nothing had to be replaced as agreed from initial contact. They have apologized for the misunderstanding on their end.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September 27, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for forwarding Ms. [redacted]’s additional comments to Guardian Protection Services, Inc. (“Guardian”). Ms. [redacted]’s letter indicates she is experiencing beeping from her system and has requested the cancellation of her account as a result. Our records indicate that Ms. [redacted] first alerted Guardian to the issue on September 13, 2017. At that time, Guardian’s representative provided troubleshooting techniques to assist Ms. [redacted] in clearing the trouble alerts from the keypad. Ms. [redacted] could not recall the master code necessary to make other changes and in a genuine effort to assist, Guardian’s representative scheduled a remote access of the system to pull the master code, and further waived the standard fee as a courtesy. Unfortunately, Guardian’s attempt to remotely access the system was unsuccessful and it was determined that an onsite technician was needed. Several hours later, Ms. [redacted] contacted Guardian to dispute that she had not received a return telephone call yet. Guardian’s representative apologized to Ms. [redacted] for the delay and aided in disabling the audible beeping from the system. Guardian’s representative further explained that the beeping indicated the batteries needed to be changed in the touchscreen keypad located in the master bedroom. Guardian’s representative provided troubleshooting assistance to assist Ms. [redacted] in changing the batteries however upon locating the battery size, Ms. [redacted] determined that she did not have the proper replacement batteries and that she would need to purchase them. Guardian continued to reach out to Ms. [redacted] to assist her with the battery replacement and/or to offer onsite service. Voicemail messages were left for Ms. [redacted] on September 14, 2017, September 18, 2017 and September 19, 2017. On September 23, 2017, Guardian received a voicemail message from Ms. [redacted] which stated that she was unhappy with Guardian’s attempts to contact her via telephone and requested that all telephone contact cease immediately. Ms. [redacted] also requested the removal of the security equipment from her home. Guardian received the subject complaint shortly thereafter.In light of Ms. [redacted]’s request to cease all telephone contact, Guardian was unable to speak directly with Ms. [redacted] to assist with the issues stated in her letter. However, a review of Ms. [redacted]’s account revealed that the beeping is caused by an alert from the system which indicates that the batteries in the touchscreen keypad still need to be replaced. Guardian would be pleased to schedule onsite service at no charge to Ms. [redacted] to replace these batteries and fully test the system. Ms. [redacted]’s letter also expresses that her system is not working. Please note, this statement is inaccurate. A review of Ms. [redacted]’s account revealed that Guardian has received all monthly test signals from her system which would indicate that the system is functioning and communicating properly. Guardian does, however, continue to receive daily notifications from Ms. [redacted]’s system that the batteries in the touchscreen keypad need to be replaced. Once the batteries have been replaced, Ms. [redacted]’s system will be restored to full working order. Additionally, please understand that batteries in a security system have a life span much like batteries in any other device. It is reasonable to expect batteries to need replaced after a certain length of time due to normal wear and tear. Ms. [redacted] has expressed dissatisfaction that she experienced this same issue previously, however our records indicate the previous issue was related to the batteries in a motion sensor and not the touchscreen keypad. Based on the above information, Guardian is respectfully unable to cancel Ms. [redacted]’s account without further payment. Should Ms. [redacted] wish to cancel her account, she may do so upon payment of an early termination fee as set forth in the terms of her Agreement. That amount is designated to be $449.10. However, in good faith, Guardian is willing to accept a 50% reduction of the early termination fee in the amount of $224.55 to cancel. Alternatively, Guardian remains willing to schedule a technician to replace the batteries in the keypad at no charge to Ms. [redacted]. Guardian believes the above offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for providing Guardian the opportunity to respond to Ms. [redacted]’s letter. Should you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

August 12, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
For...

background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [redacted], not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s 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.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. Our records indicate Mr. [redacted] engaged [redacted]s’ services on September 17, 2014 by executing an Authorized Dealer Sales and Monitoring Agreement (“Agreement”). The initial term of the Agreement is designated to be five (5) years. Mr. [redacted]’s system was installed and activated by [redacted] on September 17, 2014.
Several days following installation, Guardian received a trouble alert from Mr. [redacted]’s system which indicated a problem with the panel battery. Guardian immediately reported the trouble to [redacted] who conducted onsite service to replace the battery at no charge to Mr. [redacted] on September 23, 2014.
On September 24, 2014, Mr. [redacted] reported issues with the hallway smoke detector. Guardian immediately notified [redacted] who dispatched a technician to Mr. [redacted]’s residence on September 27, 2014. While the technician could find no defect with the device, [redacted] replaced the smoke detector at no charge to Mr. [redacted].
Mr. [redacted] did not report any further issues with his system until June 1, 2015 at which time he alerted Guardian that his keypad was non-responsive. Mr. [redacted] also reported issues with the hallway smoke detector. A technician was dispatched to Mr. [redacted]’s residence on June 11, 2015 at no charge at which time the technician found the smoke detector and keypad both to be operating properly. Prior to departing the residence, the technician provided an explanation and demonstration of the system to Mr. [redacted] to ensure he was comfortable using the equipment.
On July 7, 2015, Mr. [redacted] informed Guardian that he continued to experience issues with the hallway smoke detector. A technician was dispatched on July 8, 2015 at no charge to Mr. [redacted] at which time the smoke detector was replaced in an effort to earn Mr. [redacted]’s satisfaction.
Several days later on July 14, 2015, Mr. [redacted] informed Guardian that the hallway smoke detector continued to activate. A technician returned at no charge on July 17, 2015 and recommended moving the smoke detector as the location was proving to be unsuitable for proper operation however Mr. [redacted] declined to relocate the device. Prior to departing the residence, the technician replaced the smoke detector and also replaced an ADC module found to have a broken antenna jack.
Shortly thereafter, Mr. [redacted] reported additional issues with the smoke detector. Guardian scheduled onsite service to take place on July 30, 2015. Unfortunately, upon the technician’s arrival, Mr. [redacted] declined to allow the technician to inspect or repair the system. On August 6, 2015, Mr. [redacted] informed Guardian that he had removed the security monitoring equipment and had engaged a new security provider.
Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] in an effort to address and resolve his concerns. During that conversation, Guardian offered to reinstall the security system at no charge to Mr. [redacted]. Guardian also offered to relocate the smoke detector to an area better suited for the device. Unfortunately, Mr. [redacted] declined all offers and reiterated his request to cancel the account.
Respectfully, Guardian and/or [redacted] have made every reasonable effort to address and resolve Mr. [redacted]’s concerns related to the smoke detector in his home. In a genuine effort to satisfy Mr. [redacted], the device has been replaced on three (3) separate occasions, all at no charge to Mr. [redacted]. It is also important to note that the device is designed to alert of a change in temperature, heat, smoke, etc. In this particular instance, the smoke detector was found to be installed in an area which caused frequent false alarms. Service technicians have recommended relocating the device into a better suited area to eliminate false activations. Regretfully, Mr. [redacted] declined to relocate the device and thus continued to experience false alarms.
Mr. [redacted] has requested the cancellation of his Agreement. Please note that request will need to be communicated directly with [redacted] due to the fact that Mr. [redacted]’s contractual obligation is with [redacted], not Guardian. In an effort to assist in facilitating resolution, Guardian has provided a copy of Mr. [redacted]’s complaint to [redacted] and requested they contact Mr. [redacted] to address this matter. Guardian is confident that [redacted] will address this topic with Mr. [redacted] in a timely and professional manner.
Should you or Mr. [redacted] wish to contact [redacted], they may be reached at: [redacted]. Telephone ###-###-####.
Thank you for advising Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
April M[redacted], Manager
Dealer Operations

August 9, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with the above-referenced complaint. Guardian...

appreciates the opportunity to provide response and clarify this matter for all parties. For background, please note that Ms. [redacted]’s security system was sold and installed by Skyline Security Management, Inc. (“Skyline”) whereby all aspects of her transaction took place directly with Skyline; Guardian was not present during the sales transaction or system installation. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. 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. Guardian’s records indicate that Ms. [redacted] initially engaged monitoring services on September 21, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. A Notice of Cancellation form was provided by Skyline at the time of sale which served to document that Ms. [redacted] received three (3) full business days to review and cancel her transaction with no further obligation. The document provides cancellation instructions which indicate that the document must be signed, dated and returned before midnight on September 24, 2015 in order to cancel the transaction. Ms. [redacted] asserts that she contacted Skyline “a week and a half after getting the system” to request the cancellation of her account. Guardian conducted a thorough review of Ms. [redacted]’s account and, respectfully, could find no record of Skyline or Guardian receiving the executed Notice of Cancellation form from Ms. [redacted]. Guardian first became aware of Ms. [redacted]’s desire to cancel her 24-hour monitoring services on July 19, 2017, nearly two (2) years after installation of her system. Guardian’s representative explained to Ms. [redacted] that she remained within the 60-month initial term of her Agreement and that an early termination fee was required to cancel the account at the present time. Ms. [redacted] indicated she was experiencing financial difficulty and in a genuine effort to assist, Guardian’s representative offered to apply credits to Ms. [redacted]’s account. Ms. [redacted] accepted the credits. Ms. [redacted] contacted Guardian again on July 31, 2017 and reiterated her request to cancel the account. Guardian’s representative politely explained that Ms. [redacted] had thirty-eight (38) months remaining in the initial term of her Agreement. Ms. [redacted] stated that she could not afford the monthly fee or the early termination fee to cancel. Guardian received the subject complaint shortly thereafter.Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian’s representative reviewed that neither Guardian or Skyline had a record of receiving any cancellation request from Ms. [redacted] until July 2017. Ms. [redacted] reiterated that she could not afford the monthly payments and Guardian’s representative presented several offers in the hopes of providing a long term sustainable financial solution:1) To provide and install two (2) smoke detectors and five (5) additional sensors at no charge and at a reduced rate of $35/month in exchange for execution of a new 60-month Agreement; or 2) To reduce the rate to $31/month in exchange for execution of a new 60-month Agreement; or3) To remove the Voicelink intercom service and reduce the rate to $29.99/month in exchange for execution of a new 60-month Agreement. On August 6, 2017, Guardian reached out to Ms. [redacted] inquire if she had made a decision related to the offers previously presented. Ms. [redacted] stated that she would not accept the offers set forth above and maintained that her son verbally contacted Skyline to cancel within three (3) days of installation, however Skyline did not return those calls. Ms. [redacted] further expressed that the only solution she would accept is to be released from the Agreement at no cost to her. Guardian’s representative politely reviewed that Guardian has no record of an attempt to cancel until July 2017, almost 2 years after installation of the system. Guardian’s representative also explained that Ms. [redacted]’s Notice of Cancellation requires that a cancellation request be provided in writing for this reason. Guardian has at all times honored its obligation under the Agreement by providing the 24-hour monitoring services to which Ms. [redacted] acknowledged in writing in the terms of the Agreement. These services were provided by Guardian for nearly two (2) years without contact from Ms. [redacted] at any time to indicate dissatisfaction related to the services, billings, or Agreement until July 2017. In a good faith effort to assist Ms. [redacted], Guardian has applied credits to her account and presented several offers to reduce her monthly rate. Regretfully, Ms. [redacted] has declined all solutions presented by Guardian to date. After careful review of Ms. [redacted]’s account, Guardian respectfully declines to cancel Ms. [redacted]’s Agreement without further payment. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, she may do so upon payment of the early termination fee as defined in the terms of her Agreement. Alternatively, the offers presented above to reduce her monthly rate shall remain available to Ms. [redacted] should she so desire. Guardian believes the offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’ concerns. Should you or Ms. [redacted] have any questions, please feel free to contact Guardian at [redacted].Sincerely,Agency Complaint Response Team