Guardian Protection Services Inc

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

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

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

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

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

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.
First, both names appear on my contract, either one can take payment from my account.  They are partnered with [redacted], Inc... one is at the top of the header, and one is at the bottom.Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors.  I called more than credited in Mr. Andy A[redacted] statement, they never called me concerning the issue...NOT ONE TIME.  I do not appreciate being lied about.  NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A[redacted]. After the technician came,  I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A[redacted] they contacted me. All of this should be of no surprise, as they record everything.  I am genuinely upset with the way that this has been handled to date.  It is just a run around and wish the contract to be void, I don't want them in my house, or near my property.  As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise.   It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me.  He said he doesn't work on Mondays, which is one of my days avaible to contact him.The contract should be voided, as I do not trust, or wish to do business with this company.  I am tired of this, and I didn't plan on accepting the free gizmos from them.  My house and doors are worth way more than that........and so is my integrity.   I do not appreciate the silliness of all this.  They know what has happened...and not once has [redacted], Inc tried to contact me regarding this issue.  It's just a big circle.Regards,[redacted]

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

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

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

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

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

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

April 28, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to clarify this matter for all parties and to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding billing statements received for onsite service conducted at her residence. Ms. [redacted] further stated that she was promised the service would be completed at no charge to her. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account, including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)  A review of the telephone conversation with Ms. [redacted] on April 5, 2017 indicated that Ms. [redacted] verbally acknowledged her understanding that the trip fee of $50 would be waived and that she would be billed Guardian’s standard rates for the onsite service appointment.  Guardian has contacted Ms. [redacted] directly to provide the above information. During that conversation, Guardian agreed as a one-time courtesy to waive the labor fees associated with the above mentioned service visit. Guardian also agreed to apply a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Ms. [redacted] has acknowledged her understanding that Guardian has now applied credits for four (4) months of monitoring services and that no further credits will be offered or applied. Ms. [redacted] will also receive separate correspondence from Guardian outlining a new payment arrangement for the balance due on her account.  Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please feel free to contact me directly at [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.
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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your help with this matter. One additional item that I would like to bring to the attention of Guardian Protection is that I had spoken with someone in their customer service department over a week ago because my first and last names are misspelled on my account and I am unable to edit them myself on the [redacted] app or website.  I was told that a request would be forwarded to Guardian's data entry department but I have not seen the changes corrected yet.  Can someone get back to me on this?
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

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide response and address her concerns.
Guardian regrets that a burglary event occurred at Ms. [redacted]’s home. For clarification, on the day of the burglary...

event on March 4, 2014, Guardian received the alarm signals and responded appropriately and immediately as indicated below:
18:43:57 Guardian received an alarm signal from an activation of the back door contact.
18:43:58 Guardian received an alarm signal from an activation from the foyer motion sensor.
18:44:08 Within ten (10) seconds, Guardian called the premises telephone number to verify the condition. Ms. [redacted] answered and instructed Guardian to dispatch the authorities in response to the alarm signals received.
18:44:45 Guardian contacted the [redacted] [redacted] County Police Department and notified the PD Operator of the alarm condition at Ms. [redacted]’s home.
Within fifty-two (52) seconds of receiving the alarm, Guardian contacted Ms. [redacted] to verify the condition and dispatched the police pursuant to her instructions.
Ms. [redacted] expressed concern that the audible siren did not activate during the burglary and further states she believes the siren was not properly programmed at installation to audibly engage during an alarm. Guardian has reviewed its records and Ms. [redacted]’s account in response to her concerns. Please note that Guardian’s standard procedure when installing a new system is to test the siren annunciation while testing communication with all zones. This protocol also applies to any and all subcontractors who install equipment on behalf of Guardian. Additionally, the security panel in Ms. [redacted]’s home is delivered by the manufacture with the siren set to annunciate by default. In order to disable the audible siren, the system would need to be specifically programmed accordingly. Finally, it is important to understand that the configuration of the audible siren is controllable at the keypad by the customer, thus can easily be turned off by a user who elects to change system configurations. Respectfully, Guardian is unable to control circumstances whereby alterations made at the premises affect the operation of the system. Guardian urges customers to conduct a frequent test of their alarm system (at least monthly) to ensure proper signal transmission. Ms. [redacted]’s Agreement with Guardian also highlights this aspect.
Again, Guardian sincerely regrets that Ms. [redacted] experienced an actual burglary event. Guardian recognizes that this is a serious event, however it should be understood that a security system in its design cannot prevent a forced or unauthorized entry; the security system is designed to detect unauthorized entry when the system is properly armed. Guardian’s review of the alarm incident revealed that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received.
Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] and reviewed the above information with her. Ms. [redacted] acknowledged her understanding of Guardian’s explanation of the event in question. Guardian also discussed with Ms. [redacted] her request for reimbursement for the losses sustained during the burglary. While Guardian explained to Ms. [redacted] that it could not accommodate her request for reimbursement, the parties were able to reach a mutually agreeable resolution to her request. I believe Ms. [redacted]’s concerns have been fully resolved. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure her continued satisfaction with the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.
Sincerely,
[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]

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]

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