Guardian Protection Services Inc

December 17, 2015
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Ms. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes the opportunity to provide response and bring swift resolution to this matter.
Prior to...

receipt of your letter, Guardian had spoken with Ms. [redacted] on December 14, 2015 and accepted Ms. [redacted] request to cancel her account. Upon cancellation, the balance due on Ms. [redacted] account will be waived and she will receive no further billing statements from Guardian. Ms. [redacted] has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion and wishes her the very best.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

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

June 23, 2017Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: Sam [redacted] - Complaint #[redacted] Dear Ms. [redacted]:Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. Samantha [redacted]’s additional comments. Upon receipt of your letter, Guardian’s Operations Manager, Jon K[redacted], made several attempts to contact Ms. [redacted] directly. Mr. K[redacted] left voicemail messages for Ms. [redacted] during which he offered to personally inspect the low voltage wiring in Ms. [redacted]’s home. To date, Mr. K[redacted] has not contacted by Ms. [redacted] in response to the messages left for her. As previously stated, the warranty period for the low voltage wiring installed by Guardian has expired. Notwithstanding, Guardian is willing to evaluate the situation for Ms. [redacted] in an attempt to resolve her concerns. Respectfully, Guardian is unable to do so absent contact from Ms. [redacted]. Guardian respectfully requests that Ms. [redacted] contact Guardian at her earliest convenience. Should you have any questions, please contact me directly at [redacted]. Sincerely,William K[redacted], Manager Customer Care Department

January 22, 2016
Revdex.com of Western Pennsylvania
Attention: [redacted]
[redacted]
Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint....

Guardian values the opportunity to clarify this matter and assist in facilitating resolution.
For background, Mr. [redacted]s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] (“[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.
Our records indicate that Mr. [redacted]s original transaction with [redacted] occurred on February 15, 2014 at which time Mr. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term is designated as five (5) years. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Mr. [redacted] also executed the Agreement by affixing his signature at the bottom of the form. Our records indicate [redacted] installed and activated Mr. [redacted]s system on February 21, 2014.
On April 12, 2014, Mr. [redacted] informed Guardian that upon review of the Agreement terms, he was surprised to discover a five (5) year initial term, further explaining that the [redacted] sales representative had promised a two (2) year term. Guardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year term. Mr. [redacted]s concerns were forwarded to [redacted], who spoke directly with the customer. [redacted] subsequently informed Guardian that after speaking with Mr. Schwark, [redacted] also confirmed the initial term to be five (5) years.
On January 19, 2016, Mr. [redacted] informed Guardian that he does not use the system and wished to cancel. Guardian’s representative explained that he remained within the five (5) year initial term and was ineligible to cancel at the present time. Mr. [redacted] stated he believed his initial term to be less than five (5) years. Guardian’s representative mailed a copy of the Agreement to Mr. [redacted] for his review. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss the concerns set forth in his letter. During that conversation, Guardian’s representative again apologized to Mr. [redacted] for any confusion related to the initial term of the Agreement and further explained that a five-year term is standard through both Guardian and its authorized dealers. In a genuine effort to earn Mr. [redacted]s satisfaction, Guardian’s representative offered to reduce the initial term from five (5) years to three (3) years. Mr. [redacted] expressed his complete satisfaction with this resolution.
Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please do not hesitate to contact me at [redacted]
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

June 9, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. B[redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.
For background, in...

April 2016 Ms. [redacted] informed Guardian that she had moved from the monitored premises and was interested in relocating services to her new home. After reviewing Ms. [redacted]’s security needs in the new residence, Guardian offered to provide and install security monitoring equipment in exchange for execution of a new thirty-seven (37) month agreement, which represented the months remaining in her current Agreement term. Ms. [redacted] disputed the remaining term and requested a copy of her current Agreement. Guardian mailed a copy of the Agreement pursuant to Ms. [redacted]’s request. Guardian received the subject complaint shortly thereafter.
Ms. [redacted]’s letter has disputed the authenticity of the signature found on her Agreement with Guardian. In light of Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account and all corresponding documentation. Our records indicate Ms. [redacted]’s initial transaction with Guardian occurred on May 6, 2014 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. Guardian’s review of the sales documentation confirmed that Ms. [redacted] viewed and executed the Agreement electronically during the initial consultation. At that time, Ms. [redacted] executed a Consent and Notice Regarding Electronic Communications which acknowledged her consent to electronic signatures on the sales documentation, including the Agreement. (A copy is attached hereto for your reference). Accordingly, Ms. [redacted]’s signatures and initials on the Agreement and all other sales documentation would appear as exact replicas of each other. Guardian apologizes to Ms. [redacted] for any confusion.
Ms. [redacted]’s letter also disputes the initial term of her Agreement in that she believed it to be for two (2) years. Please note, during the initial sales transaction Guardian conducts a recorded and documented telephone conversation with the customer whereby the customer orally acknowledges specific information related to the sales transaction including the term of the agreement and the monthly rate. The purpose of this telephone survey is to ensure accurate information and to ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey with Guardian on May 6, 2014 at which time she orally acknowledged the sixty (60) month initial term of her Agreement. Guardian’s research also confirmed that the Agreement is signed and initialed by Ms. [redacted] in the specific areas that clearly indicate the sixty (60) month term. Finally, Guardian could find no evidence that Ms. [redacted]’s sales consultant made other arrangements with Ms. [redacted] related to the initial term outside of the signed Agreement on file. Again, Guardian apologizes to Ms. [redacted] for any confusion. Should Ms. [redacted] wish to listen to the telephone recording referenced above, she may contact me at her convenience and I would be happy to assist her.
Ms. [redacted] has requested that Guardian cancel her account without further payment. Respectfully, Guardian is unable to accommodate Ms. [redacted]’s request. Guardian incurred significant expense by providing and installing expensive security monitoring equipment in Ms. [redacted]’s former home with the expectation to recover those expenses during the five (5) year initial term of her Agreement.
It is Guardian’s desire to maintain Ms. [redacted] as a valued customer. To that end, Guardian’s previous offer to provide and install security equipment in her new home in exchange for a thirty-seven (37) month Agreement remains available to her.
Alternatively, should Ms. [redacted] wish to move forward with cancellation, the terms of her Agreement state she may do so upon payment of an early termination fee. That amount is designated to be $1,573.25. Notwithstanding, in a good faith effort to bring swift resolution to this matter, Guardian is willing to accept a 50% reduction to the early termination fee in the amount of $786.66 to cancel.
Because Ms. [redacted] has requested no further contact via telephone or mail, Guardian was unable to reach out to her directly to provide the above explanation and offers of resolution. Guardian remains hopeful that this letter will assist to clarify the concerns and issues set forth by Ms. [redacted] in her letter. Should Ms. [redacted] wish to discuss the contents of this letter with Guardian directly, she may contact me at her convenience.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

July 24, 2015
RE: [redacted] – Complaint ID #[redacted]

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

[redacted]’s complaint expresses discontent with the extension of his initial term with Guardian upon upgrading the security equipment in his home. Guardian has reviewed its records and offers the following information in response.
Our records indicate that Mr. [redacted] initially engaged Guardian’s services on March 27, 2010 for an initial term of thirty-six (36) months.
On June 18, 2012, Mrs. [redacted] expressed that she was interested in adding cameras to her security system. As such, Guardian scheduled a consultation to take place in the [redacted]s’ home with a Guardian sales consultant. Said appointment took place on June 19, 2012. After reviewing products and services available to them, Mr. and Mrs. [redacted] elected to upgrade their security system to include interactive services and to purchase four (4) security cameras. In order to offset the upfront cost of the equipment, Guardian offered to provide the devices at a discount in exchange for a new forty-seven (47) month agreement. The [redacted]s accepted Guardian’s proposal. To commemorate their decision, Mrs. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) on June 19, 2012. The initial term was clearly designated as forty-seven (47) months. Mrs. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a 47 month monitoring agreement.” Mrs. [redacted] also placed her initials next to the Special Conditions section which clearly states, “Term to be 47 month.” Finally, Mrs. [redacted] executed the Agreement by affixing her signature at the bottom of the form.
Shortly after installation of the new cameras, Mr. and Mrs. [redacted] expressed discontent with the equipment and requested a refund. Per their request, Guardian dispatched a technician to remove the equipment and a refund was provided accordingly.
On July 8, 2015, Mr. [redacted] requested the cancellation of his account as he wished to engage another security provider. Guardian’s representative explained that he remained within the initial term of his Agreement and an early termination fee was required. Guardian received the subject complaint shortly thereafter.
Mr. [redacted]’s letter asserts that his spouse was unaware she extended the initial term of their Agreement by placing initials on a document authorizing the removal of the cameras. Guardian has reviewed its records in light of Mr. [redacted]’s assertions and, respectfully, finds his statements to be inaccurate.
Prior to providing and installing the new camera system, Guardian presented a new Agreement to the [redacted]s for review and signature. The Agreement, dated June 19, 2012, clearly designated the initial term to be forty-seven (47) months in several sections, all of which required written acknowledgment by the [redacted]s. Mrs. [redacted] placed her initials accordingly.
A “Notice of Cancellation” form, which also bears Mrs. [redacted]’s signature, was provided at the time to document that Mr. and Mrs. [redacted] received three (3) full business days to review their transaction and related paperwork and possessed the option to cancel their transaction with no further obligation. The [redacted]s did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement.
The camera system was removed on July 16, 2012 at the request of the [redacted]s. While on site, Guardian’s technician obtained Mrs. [redacted]’s signature on an “Equipment Requisition – Additions/Deletions Form”. This form served to memorialize that four (4) IP Cameras and one (1) Router was removed from the [redacted]s’ residence. The document also confirmed that the [redacted]s’ monthly monitoring rate would be reduced to $39.95/month. Please note, this document did not extend the [redacted]s’ initial term as asserted in the complaint.
Respectfully, at no time did Guardian “victimize” the [redacted]s as stated in the complaint. Guardian provided and installed expensive electronic security equipment at a discount in exchange for execution of a new Agreement. Subsequent to removing the camera system and providing a refund accordingly, at no time did Mr. or Mrs. [redacted] express concerns related to the transaction until they requested the cancellation of their account to engage another provider and were informed that an early termination fee was required.
Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full terms of Mrs. [redacted]’s Agreement, in this instance and in order to bring swift resolution of this matter, Guardian has agreed to accept a reduced early termination fee of $450.45 as proposed by Mr. [redacted]. Accordingly, upon receipt of Mr. [redacted]’s early termination fee, Guardian will cancel his account and he will be released from all further obligation to Guardian.
Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at (800) 533-4827, ext. 12373.
Sincerely,
Andrew [redacted], Manager
Customer Service Department

June 24, 2015
Revdex.com of Western Pennsylvania
Attn[redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian...

welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted]’ concerns.
For background, please note this account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of the sales transaction took place directly with [redacted]; Guardian was not present during the sales transaction or system installation. [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] business.
Our records indicate an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in the name of “[redacted] [redacted] Bible Bookstore” and dated February 28, 2013 bears the signature of “[redacted]. [redacted].”
Ms. [redacted] has asserted that the signature found on the Agreement was executed by a third party without her permission or knowledge. Upon receipt of your letter, Guardian spoke with Ms. [redacted]’ father, Mr. [redacted], Jr., who stated the monitored premises belongs to him and all responsibility for the account should belong to him as well. Mr. [redacted] further expressed that the account never should have been created in his daughter’s name.
Based on the above information and at the request of the parties, Guardian has made arrangements to transfer the account responsibility to Mr. [redacted]. Upon receipt of the executed documentation authorizing the change, Guardian will remove Ms. [redacted]’ from the account and she will be released from all responsibility and obligation. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
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]’ complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

October 28, 2015
RE: [redacted] – Complaint ID #[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.
Mr....

[redacted]’s letter disputes the automatic renewal of his contract. Our records indicate Mr. [redacted]’s initial transaction with Guardian occurred on April 2, 2010 at which time Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s services. The initial term is designated as a period of sixty (60) months.
Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr.
[redacted]’s Agreement, including but not limited to the Agreement’s automatic renewal. Section B of Mr. [redacted]’s Agreement clearly 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 April 21, 2015.
On September 15, 2015, Mr. [redacted] contacted Guardian and requested the cancellation of his account, stating he was unhappy with his services. Guardian offered to schedule onsite service to inspect and correct any issues, however Mr. [redacted] declined. Guardian’s representative informed Mr. [redacted] that his initial term had renewed and an early termination fee was required to cancel the account. As a gesture of good faith, Guardian’s representative offered to accept a 50% reduction of the early termination fee. Mr. [redacted] accepted and remitted the amount of $241.73. Upon receipt of Mr. [redacted]’s early termination fee, Guardian processed the cancellation of Mr. [redacted]’s account effective October 6, 2015. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. In good faith and in order to bring swift resolution to this matter, Guardian has agreed to refund the early termination fee previously remitted by Mr. [redacted] in the amount of $241.73. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for the opportunity to address this complaint. Should you have any questions, please contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

July 24, 2015
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).
Mr. [redacted] asserts, “my contract states that if I get someone to sign a contract I am released.” Respectfully, Mr. [redacted] understanding of the terms of his contract is inaccurate. There is no language in Mr. [redacted] Agreement which contractually obligates Guardian to release him from his remaining term if a new homeowner/tenant elects to activate services under a new agreement. Guardian does verbally offer this option to customers as part of its relocation policy simply as a courtesy to assist customers in fulfilling their contractual obligation upon relocation. In order to qualify for this option, a new homeowner/tenant must activate services under a new agreement. In this instance, new services were not activated as the sale of Mr. [redacted] was not completed.
Guardian spoke with Mr. [redacted] on July 1, 2015 and relayed that Guardian had been informed the home purchase was not completed. Mr. [redacted] acknowledged this fact to be true and requested the amount due to simply cancel the account. Guardian’s representative explained the early termination fee to be $146.85 and Mr. [redacted] willingly remitted payment at that time.
Based on the above information, Guardian’s position on this matter has not changed. Mr. [redacted] remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premises. In good faith, Guardian presented several options to assist him in completing his contractual obligation, including relocation of monitoring services to his new residence, transferring services to the new homeowner upon activation under a new agreement, or remitting an early termination fee. Mr. [redacted] willingly remitted payment of the early termination fee in order to cancel his account. As such, Guardian respectfully declines to provide Mr. [redacted] a refund.
Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen [redacted], Director
Account Management Department

April 8, 2016
RE: [redacted], Case #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian greatly values the opportunity to address Ms. [redacted]’s concerns.
For background, please note that Mr. and Mrs....

[redacted] originally met with Guardian in July 2012 to review products and services that were available for their new home, which was under construction at the time. Guardian presented various products and services for their consideration, after which Mr. and Mrs. [redacted] decided to engage Guardian to install electronic security hardware in their new home and provide 24-hour security monitoring services. In order to memorialize the specifics of their transaction with Guardian, Mr. and Mrs. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on July 12, 2012 for an initial term of sixty (60) months commencing from the date of the activation of services. Mr. and Mrs. [redacted] acknowledged the term of the Agreement by affixing their initials beside the separate and bolded clause which specifically states, “This is a 60 month monitoring agreement.” Mr. and Mrs. [redacted] also executed the Agreement by affixing their signatures at the bottom of the form.
Ms. [redacted] asserts in her letter that the [redacted]s were “hustled” into signing the Agreement during the sales presentation. Please be assured that Mr. and Mrs. [redacted]’s sales consultant is very aware of Guardian’s policies and procedures as they pertain to all aspects of the sales transaction and in no way sold the system under misleading circumstances as asserted by Ms. [redacted]. Guardian merely presented low-voltage upgrade options from which Mr. and Mrs. [redacted] selected. After making those selections, which are memorialized in writing and acknowledged by the [redacted]s, Mr. and Mrs. [redacted] had three (3) full business days to review, alter or cancel their decisions with respect to any aspect of the transaction with Guardian. The [redacted]s did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement. It should be noted that Guardian would not have provided, installed or activated expensive security equipment had Mr. and Mrs. [redacted] not elected to subscribe to Guardian’s 24-hour monitoring services.
Upon receipt of your letter, Guardian contacted Mr. [redacted] directly to discuss his concerns. During that conversation, Guardian’s representative forwarded a full copy of the [redacted]s’ Agreement to Mr. [redacted] at his request. Guardian’s representative also reviewed the Agreement with Mr. [redacted] and explained that the cost of the security equipment was not rolled into the [redacted]s’ mortgage as they had believed. Guardian’s representative further explained that Guardian does not offer a two (2) year Agreement and apologized for any confusion. Mr. [redacted] disputed the information provided to him.
Respectfully, Guardian is unable to cancel Mr. and Mrs. [redacted]’s account without further payment. Guardian has incurred significant cost by providing and installing expensive electronic security equipment with the expectation to recover those costs over the sixty (60) month initial term. Guardian has not been provided the opportunity to recoup those costs and is therefore unable to cancel without payment of an early termination fee.
The terms of Mr. and Mrs. [redacted]’s Agreement allow for cancellation of the account prior to the end of the initial term by remitting payment of an early termination fee. That amount is designated to be $1,653.79. However in a genuine effort to resolve the [redacted]s’ concerns, Guardian will accept a drastically reduced (70% reduction) early termination fee in the amount of $496.14 which will allow Guardian to recover the costs expended in the [redacted]s’ account. Upon receipt of payment of the sum of $496.14, Guardian will cancel the [redacted]s’ account and they will be released from all remaining obligation. Guardian believes the above offer to be fair and reasonable and is hopeful the [redacted]s will concur. This offer is extended until close of business on June 6, 2016 after which it will be rescinded.
Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

Thank you for forwarding Mr. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.
Mr. [redacted] has expressed discontent related to the camera...

system installed in his home. Immediately upon receipt of the complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] informed Guardian that contractors working in his home had tripped electrical outlets which tied into the camera system, thus causing loss of power to the camera through no fault of Guardian or Guardian’s equipment. Mr. [redacted] has since restored power to the camera system and has informed Guardian that the equipment is functioning properly.
Mr. [redacted] also inquired about reducing his monthly monitoring rate. In good faith, Guardian offered to reduce Mr. [redacted]’ rate to $52.95 per month. Mr. [redacted] has indicated his complete satisfaction with this resolution and further expressed that he no longer wishes to cancel his account. Guardian values Mr. [redacted] as a customer and is pleased to continue providing him with his security monitoring services.
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr. [redacted]’ concerns. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
[redacted] Manager
Customer Service Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  [redacted] called me from Guardian; he was very polite and professional and resolved this in no time. I do appreciate the company gettingto me and helping me get this done. This has been a very stressful time and when I made the initial call I was knee deep in a rough situation with my mom’s case. I probably should have waited when I was calmer. [redacted] found a way through that frustration and I am grateful.
Regards,
[redacted]

September 19, 2016 Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]:   Thank you for forwarding Mr. **’s complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to address his concerns. Prior to receipt of your letter, Guardian spoke with Mr. ** on September 7, 2016. During that conversation, Mr. ** disputed that he would be charged to replace the door lock. Guardian’s representative explained that the labor rates had been waived and Mr. ** would only be billed $175 for the replacement door lock. Alternatively, Guardian’s representative offered to replace the door lock at no charge in exchange for a 12-month contract extension. Mr. ** disputed both offers.  Finally, Guardian’s representative informed Mr. ** that the door locks could be removed from the account which would reduce the monthly rate by $4/month. Mr. ** declined this option as well. Guardian received the subject complaint shortly thereafter.  On September 13, 2016, Guardian’s technician arrived onsite as previously scheduled to replace the door lock. Upon arrival, the technician found the door lock to have been replaced with a device not belonging to Guardian. Mr. ** declined to allow Guardian’s technician to perform any work and, as such, the technician left the premises without making any changes.  Later that day, Mr. ** contacted Guardian and requested the cancellation of the door lock portion of his Agreement. Guardian informed Mr. ** that the door lock services could be cancelled upon Mr. **’s written authorization and forwarded documentation to Mr. ** for signature. Upon Guardian’s receipt of the executed document from Mr. **, Guardian will cancel the door lock portion of the Agreement as he has requested.   Thank you for providing Guardian the opportunity to address Mr. **’s complaint.  Should you have any questions, please feel free to contact me directly at [redacted], ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

October 1, 2015
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Guardian has reviewed the subject account and offers the following information in response.
Our records indicate Ms. [redacted]’s...

landlord, [redacted] entered into a Residential Monitoring Agreement (“Agreement”) with Guardian to engage monitoring services for the apartment currently occupied by Ms. [redacted]. Our records further indicate that Ms. [redacted] contacted Guardian in March 2014 at which time she designated Ms. [redacted] as an emergency contact for the premises. At that time, Ms. [redacted] also designated a limited password for Ms. [redacted]’s use.
In September 2015, Guardian began receiving alerts from the security system which indicated a low panel battery. Pursuant to the instructions provided by Ms. [redacted], Guardian contacted Ms. [redacted] to alert her of a potential issue. Unfortunately, Ms. [redacted] could not verify the security password and, as such, Guardian was not able to comply with her requests to cease calls in response to the low battery alerts.
Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and explained Ms. [redacted]'s frustration with the calls generated in response to the low panel battery alerts. Ms. [redacted] informed Guardian that she would contact Ms. [redacted] directly and provide her with a limited password which would allow her to access and/or alter account instructions. During that conversation, Guardian also confirmed that a new panel battery had been mailed to the premises. Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience.
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

November 25, 2015
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to address Ms. [redacted] concerns.
Ms. [redacted]’ complaint disputes the initial term of her Agreement. Our records indicate Ms....

[redacted]’ initial transaction with Guardian occurred on August 30, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) to engage Guardian’s services. The initial term is clearly designated on the Agreement as thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “$44.95 for each month of the term of the Agreement, initially 36 months.” Ms. [redacted] also placed her initials next to the separate clause which states, “The initial term of this Agreement is for 3 years.” Finally, Ms. [redacted] executed the Agreement by affixing her signature at the bottom of the form.
A “Notice of Cancellation” form, which bears Ms. [redacted]’ signature, was also provided at the time of sale. This form serves to document that Ms. [redacted] received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term period. During that timeframe, Ms. [redacted] possessed the option to cancel her transaction with no further obligation. Ms. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement. Ms. [redacted]’ system was subsequently installed and activated on September 11, 2013.
On January 22, 2015, Ms. [redacted] requested the cancellation of her account in order to engage an alternate security provider. Guardian’s representative informed Ms. [redacted] that she remained within the 36-month initial term of her Agreement and was ineligible to cancel without payment of an early termination fee. Ms. [redacted] disputed the initial term of thirty-six (36) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that Ms. [redacted]’ initials were found on the Agreement beside the sections designating the term to be thirty-six (36) months. Ms. [redacted] reiterated her request to cancel the account and Guardian’s representative explained that the terms of the Agreement designate the early termination fee of $750. Guardian’s representative offered to mail a copy of the Agreement to Ms. [redacted] for her review and records. A copy was mailed to Ms. [redacted] as promised on January 23, 2015. Guardian received no further contact from Ms. [redacted] until receipt of the complaint ten (10) months later.
Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] reiterated that the initial term she agreed to was twenty-four (24) months. Guardian’s representative reviewed Ms. [redacted]’ Agreement and explained that the sales consultant had reduced the original term of sixty (60) months to thirty-six (36) months, which Ms. [redacted] had authorized by placing her initials on the Agreement. Ms. [redacted] asserted that the initials were placed on the document by Guardian’s representative and were not authentic. Ms. [redacted] further stated that copy of the Agreement in her possession indicates an initial term of twenty-four (24) months. Guardian’s representative requested that Ms. [redacted] forward a copy of the Agreement to Guardian for review. Ms. [redacted] agreed to mail a copy as requested, however Guardian has not received any documentation from Ms. [redacted] to date. Subsequent to that conversation, Guardian has left seven (7) voicemail messages for Ms. [redacted]. Guardian has not been contacted by Ms. [redacted] in response to those messages.
Based on the above information, Guardian respectfully declines to cancel Ms. [redacted]’ Agreement without further payment as she has requested. Guardian’s research into this matter has concluded that Ms. [redacted] knowingly executed a thirty-six (36) month Agreement. Should Ms. [redacted] possess documentation to the contrary, she may forward that information to my attention and Guardian will gladly review and research this matter further.
Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

I have reviewed the response made by the Guardian Protective Services in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I worked with [redacted] and he promised after signing their cancelled service form, which removed them from any fault with regards to monitoring my address, Guardian would disregard the auto-renewal of my contract. I e-signed their cancellation agreement enacting the verbal agreement I owed Guardian no monies going forward. 
Regards,
[redacted]

June 10, 2015
RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]:
Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Mr....

[redacted]’s letter expresses discontent that his system was working properly and disputes the final balance owed upon cancellation of his account. Guardian has researched its records and offers the following information in response.
Our records indicate a regularly scheduled test signal was not received from Mr. [redacted]’s system on March 12, 2015. Guardian’s automated system reached out to Mr. [redacted] via telephone to inform him of a potential issue however Guardian was unable to reach him as the phone number had been disconnected.
Guardian did not receive the scheduled test signal from Mr. [redacted]’s system on April 12, 2015 and Guardian again was unable to reach Mr. [redacted] via telephone. As such, Guardian sent written notification to Mr. [redacted] on April 12, 2015 advising that a potential communication issue existed and requesting that Mr. [redacted] contact Guardian to conduct a test of the system. The letter also indicated that Guardian would continue to reach out to Mr. [redacted] over the next 60 days however absent any contact from Mr. [redacted], Guardian would assume that he had abandoned use of the system.
On June 3, 2015, Mr. [redacted] contacted Guardian in response to the letter he recently received and informed Guardian that he had disconnected his landline and would like to cancel his account. Mr. [redacted] further expressed he may be interested in upgrading his system to interactive services in the future. Mr. [redacted] also expressed dissatisfaction that Guardian had not attempted to reach him in a more urgent manner regarding the potential communication issue with his system. Guardian’s representative explained the importance of testing the system monthly which is outlined in the terms of Mr. [redacted]’s Agreement. Guardian’s representative also offered to review options to upgrade the system to interactive services however Mr. [redacted] stated he was not interested at the present time and wished to move forward with cancellation. Guardian’s representative explained that the terms of Mr. [redacted]’s Agreement state that a 30-day notice is required to cancel the account, however Guardian would agree to waive that notice as a courtesy and cancel the account effective May 31, 2015. Upon cancellation, Mr. [redacted]’s account would reflect a final balance of $29.71. Mr. [redacted] disputed the final balance as he had cancelled his landline in February 2015 rendering the system inoperable. Guardian’s representative explained that Guardian did attempt to contact Mr. [redacted] via telephone and mail as a courtesy to inform him of a potential issue however the terms of Mr. [redacted]’s Agreement provide that the customer must maintain a compatible landline for Guardian to provide monitoring services. Mr. [redacted] stated he would consider whether he wished to remit the final balance and ended the call.
Shortly thereafter, Mr. [redacted] contacted Guardian to confirm that his account had been cancelled pursuant to the previous conversation. Guardian’s representative confirmed that the cancellation had been processed. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Guardian’s representative agreed in good faith to waive the final balance due on the account. Mr. [redacted] expressed his satisfaction with this resolution. Guardian’s representative also discussed interactive options with Mr. [redacted] who requested that a proposal be mailed to him for review.
Thank you for allowing Guardian the opportunity to address and resolve this complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service 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.
Them assuming I am now happy is not any help to me. They did not address any issues in my letter. We may close the case but please leave it as a negative unsolved case. Thank you.
Regards,
[redacted]

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

[redacted] to provide 24-hour monitoring services, billing services and customer support services for customers of [redacted]. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.
Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.
Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that prior to receipt of the subject complaint, [redacted] had been in contact with Mr. [redacted], had removed the security equipment from his home, and authorized the cancellation of his account.
Based on the above information, Guardian believes this matter to have been fully resolved by [redacted] prior to receipt of the subject complaint.
Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

September 7, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] – Complaint ID #[redacted]            Dear Ms. [redacted]   Thank...

you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC ([redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Ms. [redacted], the contract signer. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.  Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that prior to receipt of the subject complaint, [redacted] removed the security equipment from Ms. [redacted]’s home on September 2, 2016 and provided a refund on September 3, 2016 in the amount of $259.99. Based on the above information, Guardian believes this matter to have been fully resolved by [redacted] prior to receipt of the subject complaint.  Should you wish to contact [redacted] directly, they may be reached at: [redacted] Security, LLC, [redacted]  [redacted]  [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Manager                                    �...⇄ Dealer Operations