Guardian Protection Services Inc

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 forwarding Mr. [redacted] concerns to Guardian Protection Services, Inc. (“Guardian”). Guardian takes such matters very seriously and has conducted a thorough investigation into Mr. [redacted]’ assertions. Our research into this matter has revealed that Guardian has no employees, no...

business offices and no authorized dealers operating in Mr. [redacted]’ area and therefore our company has been unable to tie Mr. [redacted]’ allegations to any activity conducted by our firm. Please note that Mr. [redacted]’ complaint was vague and lacked factual detail; in an effort to obtain additional information, Guardian contacted Mr. [redacted]’ at the daytime telephone number indicated in his complaint (###-###-####) but was unable to leave a voicemail message. As such, Guardian also sent an email requesting further information related to his complaint. To date, Mr. [redacted]’ has provided no response or further information.
Our research has further revealed there are several security companies operating within the surrounding area of Mr. [redacted]’ address that use a form of the name “Guardian” to identify their company. Guardian has no way of knowing whether a representative from any of those companies may have approached Mr. [redacted] as described in his complaint; however, our research into this matter has revealed that Guardian did not approach Mr. [redacted] as alleged.
For the record, such conduct as described in Mr. [redacted]’ complaint would violate Guardian’s policies, practices, code of ethics and philosophies and would be addressed immediately and appropriately.
Guardian will gladly continue its investigation into this matter should additional information surface that warrants such. Meanwhile, based on the information revealed from our investigation and provided herein, Guardian respectfully requests that 1) Mr. [redacted] rescind his complaint against our firm, and 2) this matter be closed.
Thank you for allowing Guardian the opportunity to respond to Mr. [redacted]. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[redacted] Manager
Customer Service Department

From: H[redacted]Date: Fri, Jan 20, 2017 at 8:28 AMSubject: Re: Guardian Protection ServicesTo: [email protected]: [redacted]Re: Guardian Protection Services174 Thornhill RoadWarrendale, PA 15086###-###-####[redacted]
[redacted] My complaint against Guardian Protection Services has been resolved. I am fully satisfied. I have been compensated and the service has been corrected to my satisfaction. Thank you Revdex.com for your help in getting things moving. Please dismiss all negativities against Guardian Protection Service.  [redacted]
[redacted]

April 18, 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 provide response and address his concerns.
Guardian sincerely apologizes to Mr....

[redacted] for any confusion or inconvenience related to onsite service and the technician’s arrival time. Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] and confirmed that onsite service has been rescheduled to take place on Saturday, April 30, 2016. Additionally, in a gesture of apology, Guardian has applied a credit to Mr. [redacted]s account equal to three (3) months of monitoring fees. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

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

opportunity to respond and facilitate resolution of his concerns.
Mr. [redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on January 13, 2010 at which time Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Guardian’s records indicate Mr. [redacted]’s system was activated on June 12, 2010 after construction of his new home was completed.
Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr. [redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive 5 year terms unless either party gives to the other at least 30 days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial term. For this reason the Agreement does not automatically terminate after the end of the initial term. The Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request. Guardian’s records indicate Mr. [redacted]’s initial term renewed on July 1, 2015.
Upon receipt of your letter, Guardian contacted Mr. [redacted] and offered the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian agreed to cancel Mr. [redacted]’s account effective July 15, 2015. The balance due on the account has been waived and Mr. [redacted] will receive no further contact from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution. Guardian regrets losing Mr. [redacted] as a valued customer and hopes he will consider Guardian again in the future.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

July 19, 2016   Revdex.com Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220   RE:      [redacted]   Dear Ms. [redacted]    Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of her account and offers the following information.   While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [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 [redacted]-to-[redacted] 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 Ms. [redacted] initially engaged [redacted]’s services on August 23, 2013, as memorialized in [redacted]’s Monitoring Agreement (“Agreement”).  The initial term of the Agreement is five (5) years.   On May 27, 2016, Ms. [redacted] informed Guardian that she was moving from the monitored premises and wished to relocate services. Guardian forwarded Ms. [redacted]’s request to relocate to [redacted] and requested that [redacted] contact her directly to schedule installation.  In the interim, Ms. [redacted] requested that the monitoring services be discontinued at the premises. Guardian disconnected monitoring services effective June 1, 2016. Please note, because Ms. [redacted] remained within the initial term of her Agreement, monthly fees continued to be billed to her account.    On June 1, 2016, Ms. [redacted] contacted Guardian to dispute the most recent billing statement. Guardian’s representative explained that billing continues as she remains within the initial term of her Agreement, however as a courtesy Guardian would cancel the pending payment. Guardian’s representative also explained that once services were transferred to Ms. [redacted]’s new home, credits would be applied for any payments made during the time in which Ms. [redacted] did not have monitoring services.   On July 5, 2016, Ms. [redacted] spoke with Guardian and disputed the balance due on the account. Ms. [redacted] also expressed dissatisfaction that [redacted] had not contacted her to schedule relocation of her security system. Guardian received the subject complaint shortly thereafter.   Upon receipt of the complaint, Guardian reached out to Ms. [redacted] directly to discuss her concerns. During that conversation, Guardian’s representative apologized that [redacted] had not been in contact with Ms. [redacted] to schedule relocation of her system. Guardian’s representative offered to apply a credit equal to two (2) months of monitoring services for the time which Ms. [redacted] was without service, plus an additional three (3) months in apology for the inconvenience.  Ms. [redacted] declined and stated she no longer wished to relocate her monitoring services. Ms. [redacted] further requested that her account be cancelled.   The terms of Ms. [redacted]’s Agreement with [redacted] state she may cancel her account upon payment of the remainder of her Agreement term. That amount is designated to be $1,373.75.  However, in a good faith effort to bring swift resolution to her concerns, [redacted] has authorized Guardian to accept a drastically reduced early termination fee in the amount of $520.00 to cancel the account. Guardian presented this offer to Ms. [redacted] who accepted and stated she would contact Guardian shortly to remit final payment.   On behalf of [redacted], Guardian would like to apologize to Ms. [redacted] for any inconvenience.   Thank you for allowing Guardian the opportunity to address and clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted] Sincerely,   Kathleen V[redacted], Director Account Management Department

July 13, 2015
Revdex.com of Western Pennsylvania
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms....

[redacted]. Guardian is a customer-focused organization and values the opportunity to address any question or concern.
Guardian sincerely apologizes to Ms. [redacted] for any confusion related to her recent upgrade and the corresponding promotions offered by Guardian. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly and apologized for any miscommunication regarding the computer tablet and the discount to her monthly monitoring fees. Guardian has placed a credit to Ms. [redacted]’s account equal to a 50% discount of monitoring fees for a six-month period, as well as an additional credit for one full month of monitoring services in apology. Guardian also confirmed that Ms. [redacted] will receive a computer tablet at no charge however the tablets are currently on backorder for approximately four (4) weeks. Guardian will follow up with Ms. [redacted] in a few weeks to ensure that she has received the tablet as promised. Ms. [redacted] has expressed her complete satisfaction with this resolution.
Again, Guardian apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue providing her with her 24-hour security monitoring services.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted]
Sincerely,
[redacted], Manager
Customer Service Department

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the opportunity to provide its response in hopes of clarifying this matter for all parties.
It is important to first 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] account is among those for which Guardian provides these services. Mr. [redacted] sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted] contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Mr. [redacted] has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panel. While Mr. [redacted] may be technically proficient and capable in such matters, Guardian politely declined to provide such due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company.
Guardian apologizes that Mr. [redacted] is displeased with the fact that Guardian is unwilling to release proprietary information; however, Guardian would be pleased to provide technical service to assist Mr. [redacted] in customizing his system configuration. To do so, Mr. [redacted] may contact Guardian at ###-###-#### to schedule a service technician who can assist him with any selected programming changes.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr. [redacted] complaint. Should you have any questions, please feel free to contact me at ###-###-####.
Sincerely,
[redacted], Manager
Customer Service Department

November 11, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and address Mr. [redacted]s concerns.
Mr. [redacted]s...

letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premises. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account including a review of all recent telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)
Our records indicate Mr. [redacted] contacted Guardian on September 29, 2015 and requested onsite service to relocate several security devices due to renovations at the monitored premises. Guardian’s representative informed Mr. [redacted] that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of normal wear and tear. Mr. [redacted] acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, 2015. Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr. [redacted] for $137.50.
On October 26, 2015, Mr. [redacted] disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointment. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be needed. Guardian’s representative further explained that the telephone conversation with Mr. [redacted] on September 29, 2015 had been reviewed and Guardian did find that Mr. [redacted] was informed that the onsite service appointment was subject to standard billing rates. Notwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%. Mr. [redacted] accepted and expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

April 21, 2017 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 complaint. Guardian values the opportunity to provide response and assist Mr. [redacted] in resolving his concerns.  Upon receipt of the subject complaint, Guardian contacted Mr. [redacted] to discuss the issues described in his letter. During that conversation, Guardian offered to apply credits to Mr. [redacted]’s account totaling $214.75. Mr. [redacted] agreed to remit the remaining balance due of $196.25 which Guardian received on April 17, 2017. On April 19, 2017, Guardian conducted onsite service at Mr. [redacted]’s home at no charge to him at which time Guardian’s technician reprogrammed the master light switch and accessory dimmers, and fully tested the devices before leaving the premises. Thank you for the opportunity to address Ms. [redacted]’s complaint.  Should you have any questions, please feel free to contact me directly at ([redacted].                                          ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted], Manager                          Customer Care Department

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

My position is clear, and Guardian's demands are neither reasonable nor fair.  They want full retail price for substandard work.  The so called waiver of fees or credits that they offer are arbitrary and carry no bearing on the facts of this case.They came into my home, made a mess, and expect me to pay them to clean it up. That is outrageous.  Their offer of continued business is self serving and out of the question.I would look at this as a marriage gone wrong.Think of a couple that decides to marry.  The man travels across the country to [redacted] at great expense to buy an engagement ring. The marriage falls apart due to deception on the part of the man.  The woman is under no obligation to reimburse the man for his travel expenses he paid in buying the ring; she merely returns the ring.  He begs and tells her he will give her everything she wants, but she refuses.  She does not trust the man, after having been once deceived.  She states that she would be a fool to marry him, as she would look forward to a life of misery.  No one forces a person to marry someone in whom they do not trust.  So it is with myself and Guardian.  They did not deal honestly with me from the beginning, and their offer is not acceptable for reasons stated in my previous replies
Regards,
[redacted]

August 31, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response and assist in facilitating resolution of Mr. [redacted]s...

concerns.
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 August 12, 2014, as memorialized in the Monitoring Agreement (“Agreement”). The initial term of the Agreement is five (5) years.
Mr. [redacted]’s letter asserts that Guardian changed contract terms without his prior agreement. Guardian has reviewed Mr. [redacted]’s account and offers the following information.
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. Respectfully, at no time did Guardian change the terms of Mr. [redacted]’s Agreement with [redacted] as asserted in his complaint. Upon receipt of Mr. [redacted]’s Agreement from [redacted], Guardian began billing Mr. [redacted] the monthly rate reflected on the Agreement. Upon notification from Mr. [redacted] that the monthly rate exceeded the amount agreed upon with his [redacted] sales representative, Guardian informed [redacted] of Mr. [redacted]’s concerns. In good faith, [redacted] lowered Mr. [redacted]’s monthly rate and Guardian applied a credit to Mr. [redacted]’s account for the difference between the amounts previously billed and the new rate.
Mr. Elliot has also asserted that Guardian withdrew money from his checking account without permission. Respectfully, Mr. [redacted]’s assertion is false. At the time of sale, Mr. [redacted] elected to enroll in Guardian’s electronic form of billing and payment. This option enabled Mr. [redacted]’s payment to be made through automatic deduction from his checking account at the same point in time each month. On February 27, 2015, Mr. [redacted] requested that his enrollment in the automatic payment option be cancelled and Guardian processed his request accordingly.
Finally, Mr. [redacted] has reported an issue with his system and expressed discontent related to Guardian’s efforts to assist him in resolving these issues. Our records indicate Mr. [redacted] contacted Guardian on July 24, 2015 for assistance in obtaining the security code needed to disarm his system. While Guardian’s representative was assisting Mr. [redacted] access the security code through his alarm.com account, Mr. [redacted]’s alarm was tripped and the audible siren began to sound. In an attempt to silence the audible siren, Mr. [redacted] removed the keypad from the wall causing damage to the screen. Mr. [redacted] ended the call before Guardian’s representative could offer further assistance.
On August 21, 2015, Mr. [redacted] contacted Guardian to request onsite service to repair the keypad. Guardian’s represented informed Mr. [redacted] that onsite service would be subject to Guardian’s standard service rates as the damage was not the result of normal wear and tear. Mr. [redacted] disputed the cost associated with onsite service and requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement with [redacted] and an early termination fee is required to cancel the account. Mr. [redacted] expressed dissatisfaction with this explanation and Guardian received the subject complaint shortly thereafter.
Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to provide the above explanation. In a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr. [redacted]’s residence on August 28, 2015 at which time the broken keypad was replaced at no charge. Additionally, Guardian has also applied a credit to Mr. [redacted]’s account in a good faith effort to earn his satisfaction. Mr. [redacted] has indicated that his concerns have been fully resolved.
Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext. 12373.
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

July 7, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the...

opportunity to provide response in hopes of assisting Ms. [redacted]. For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms. [redacted]. Please note that AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Ms. [redacted]’s letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of her concerns. Upon receipt of the complaint, AMP made numerous attempts to contact Ms. [redacted] to schedule onsite service however Ms. [redacted] has not returned the messages left by AMP to date. AMP has informed Guardian that they remain willing to schedule onsite service to inspect Ms. [redacted]’s system and replace any defective equipment. AMP also remains willing to assist Ms. [redacted] with the termination fee due to her previous provider, however AMP requires proof of the amount due in the form of a final invoice from that provider. Absent proof of the final amount due, AMP is unable to assist Ms. [redacted] further in regards to the final invoice to her former provider. Based on the above information, AMP has respectfully declined Ms. [redacted]’s request to cancel the account. 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 clarify this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], Director Dealer Operations

June 21, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to facilitate resolution of her concerns.
While Ms. [redacted]’s complaint was directed to...

Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Ms. [redacted]’s letter expresses discontent related to false alarm fines assessed by her local municipality. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss these concerns directly. During that conversation, Ms. [redacted] expressed that during several false alarm events she requested that police be dispatched as she was not onsite at the monitored premises to confirm whether the alarm was false or actual. Because these alarms were false on nature, she was subsequently assessed false alarm fines.
In light of Ms. [redacted]’s concerns that the equipment may be malfunctioning and causing false alarms, Guardian’s representative offered to schedule onsite service at no charge to Ms. [redacted] to test the monitoring equipment. Should the technicians find an underlying issue which caused the false alarms, Guardian’s representative offered to request that the fines be waived by the municipality and/or discuss a credit to the account. After consideration, Ms. [redacted] accepted Guardian’s offer.
An onsite service appointment is scheduled to take place on Tuesday, July 28, 2016. Please be assured that Guardian will continue to work closely with Ms. [redacted] and ensure that all of her concerns are resolved to her complete satisfaction during the service visit.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

March 15, 2016
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Upon receipt...

of your letter, Guardian contacted Mr. [redacted] to address his concerns directly. During that conversation, Guardian’s representative explained that Mr. [redacted] did not subscribe to Guardian’s Extended Repair Agreement and, as such, all onsite service is billable at Guardian’s standard service rates, plus the cost of parts. Guardian’s representative further explained that the $650.86 invoice received for onsite service represented the cost for the new panel plus labor costs. Guardian also confirmed that Mr. [redacted] was not billed for the return service appointment. In a genuine effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account in the amount of $218.53, waiving the cost of labor plus tax for the onsite service appointment. Guardian’s representative also confirmed that a credit of $55.99 was applied to the account on February 8, 2016, and an additional credit of $55.99 was applied to the account on February 24, 2016. Finally, Guardian’s representative offered to send Mr. [redacted] a copy of his A/R history to explain how the credits were applied to the account. Mr. [redacted] accepted the credits and the offer to forward a copy of his A/R history.
Based on the above information, Guardian believes this matter has been resolved to Mr. [redacted]’s satisfaction.
Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Care Department

September 11, 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 Ms. [redacted]’ complaint. Guardian extends sincerest...

condolences to Ms. [redacted] and her family for their recent loss.While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of 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. Ms. [redacted]’s transaction, system installation and system activation process took place directly between Security Force and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. Our records indicate that Ms. [redacted] and Ms. [redacted] engaged Security Force’s services on February 27, 2017 as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”). The initial term of the Agreement is designated as thirty-six (36) months. Ms. [redacted] and Ms. [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of 36 months from the above date.” Ms. [redacted] and Ms. [redacted] also executed the Agreement by placing their signatures at the bottom of the form. Ms. [redacted]’s system was installed and activated by Security Force on February 27, 2017. On June 2, 2017 with thirty-four (34) months remaining in the initial term of her Agreement, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative offered to suspend billing and monitoring services for three (3) months to allow Ms. [redacted] time to settle into a new home and then relocate services to that new home. Ms. [redacted] accepted and Guardian agreed to suspend services until October 1, 2017. On August 29, 2017, Ms. [redacted] informed Guardian that she had moved into a new residence. Guardian’s representative discussed with Ms. [redacted] the security needs for the new home and provided relocation options accordingly. The following day, Ms. [redacted] and Ms. [redacted] contacted Guardian and disputed the need to execute a new Agreement in order to relocate services. Ms. [redacted] and Ms. [redacted] further requested to cancel the account, stating that Ms. [redacted]’s husband passed away shortly after Ms. [redacted] executed the Agreement with Security Force. Guardian’s representative explained that the terms of the Agreement with Security Force indicate the account can be cancelled prior to the end of the initial term upon payment of an early termination fee of $749. Ms. [redacted] and Ms. [redacted] requested a reduction to the early termination fee. On August 31, 2017, Guardian contacted Ms. [redacted] and explained that Security Force’s early termination fee could not be reduced as the parties had only remitted three (3) payments towards the thirty-six (36) month term. Ms. [redacted] remitted the early termination fee of $749 however stated that she remained dissatisfied with the amount. Guardian received the subject complaint shortly thereafter. Respectfully, Guardian must abide by the terms of the Agreement provided by Security Force. In this instance, Section 3 of Ms. [redacted]’s Agreement clearly states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property address. Client must provide written notice to the Company 60 days prior to such cancellation, return any Company owned property. Should the client cancel under the above stated terms, the early termination fee of $749 shall be immediately due and payable to the company.” Based on the above information, Guardian is unable to accommodate Ms. [redacted]’s request to refund the early termination fee remitted to Security Force. Should you or Ms. [redacted] wish to contact Security Force directly, they may be reached at: Security Force, Inc., [redacted].I am hopeful the above information has assisted to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

March 17, 2017         Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt Mr. [redacted]’s additional comments regarding the above-referenced complaint. Guardian offers the following information in response.  Prior to receipt of your most recent letter, Guardian spoke with Mr. [redacted] and agreed to place a credit to his account in the amount of $1,235.00. This gesture was presented by Guardian in a good faith effort to satisfy Mr. [redacted]. This credit was applied to Mr. [redacted]’s account on March 14, 2017.  Please note, the balance now due on Mr. [redacted]’s account is $228.60. Mr. [redacted] will be responsible to remit this amount; no further credits will be offered or applied.   Should you have any questions, please feel free to contact me at ###-###-####, extension [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager                                    �...⇄ Customer Service Department

March 20, 2017 Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding the cancellation of an onsite service appointment...

scheduled for March 9, 2017. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience. Upon receipt of your letter, Guardian contacted Ms. [redacted] and confirmed the rescheduled service appointment for March 27, 2017. Guardian also applied a credit to Ms. [redacted]’s account equal to two (2) months of monitoring services. Ms. [redacted] expressed her satisfaction with this resolution.  Guardian sincerely apologizes to Ms. [redacted] for any inconvenience or confusion.  Guardian values Ms. [redacted] as its customer and appreciates the opportunity to resolve her concerns.  Thank you for allowing Guardian the opportunity to address this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Why is it that Guardian is blaming [redacted] and [redacted] is blaming Guardian?  Please note the information I'm receiving contradicts everything.  I will not pay Guardian a dime for services we didn't receive.  Please see the email below from [redacted]:From: [redacted]Date: Tue, May 17, 2016 at 3:17 PMSubject: RE: Guardian Revdex.comTo: [redacted]Mrs. [redacted], I looked into this and it looks like Guardian reduced the buyout to $750.00. What we can do is either set you up for install through [redacted], so you won’t have to do the buyout, or pay Guardian the $750.00 buyout to terminate the agreement.Let me know what you want me to do. Thank you [redacted]Account Manager[redacted] Who am I paying again?   I'll be more than happy to go with [redacted] if Guardian is eliminated from the equation.  I want written proof that I will not have any more dealings with Guardian, however.  I also want clarification on why this information seems contradictory in nature.  Again, seems very shady like every ounce of dealings with Guardian.
Regards,
[redacted]