YMCA of Central Ohio

January 22, Revdex.com of Western Pennsylvania Attention: [redacted] Re: [redacted] - Complaint # [redacted] Dear Ms***: 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 GuardianIn 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, at which time Mr [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring servicesThe initial term is designated as five (5) yearsMr [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 formOur records indicate [redacted] installed and activated Mr [redacted] s system on February 21, 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 termGuardian’s representative apologized for the confusion and confirmed that Guardian’s copy of the paperwork does indicate a five (5) year termMr [redacted] s concerns were forwarded to [redacted] , who spoke directly with the customer [redacted] subsequently informed Guardian that after speaking with MrSchwark, [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 cancelGuardian’s representative explained that he remained within the five (5) year initial term and was ineligible to cancel at the present timeMr [redacted] stated he believed his initial term to be less than five (5) yearsGuardian’s representative mailed a copy of the Agreement to Mr [redacted] for his reviewGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss the concerns set forth in his letterDuring 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 dealersIn 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) yearsMr [redacted] expressed his complete satisfaction with this resolution Thank you for informing Guardian of this matterShould you have any questions regarding the above, please do not hesitate to contact me at [redacted] Sincerely, Andrew A***, Manager Customer Service Department

June 23, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response in hopes of assisting Ms [redacted] For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”)As such, all aspects of the sales transaction and system installation took place directly between AMP and Ms [redacted] AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMPGuardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s businessUpon receipt of Ms [redacted] ’ letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of her concernsAMP is a respected firm and has agreed to accept Ms [redacted] ’ request to cancel her account and discontinue 24-hour monitoring and related services without further paymentPlease note, upon cancellation Guardian will no longer respond to any signals from Ms [redacted] ’ systemShould you or Ms [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] Thank you for allowing Guardian the opportunity to address and clarify this matterShould you have any questions, please contact me directly at [redacted] Sincerely,April M [redacted] , Director Dealer Operations

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

August 9, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for providing Guardian Protection Services, Inc(“Guardian”) with the above-referenced complaintGuardian appreciates the opportunity to provide response and clarify this matter for all partiesFor background, please note that Ms [redacted] ’s security system was sold and installed by Skyline Security Management, Inc(“Skyline”) whereby all aspects of her transaction took place directly with Skyline; Guardian was not present during the sales transaction or system installationIn order to establish a Guardian account for Ms [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from SkylineAll such required paperwork was provided thereby facilitating activation of Ms [redacted] ’s services and subsequent billingsSkyline 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 SkylineGuardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s businessGuardian’s records indicate that Ms [redacted] initially engaged monitoring services on September 21, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”)The initial term of the Agreement is designated as sixty (60) monthsMs [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “The initial term of this Agreement is months.” Ms [redacted] also executed the Agreement by placing her signature at the bottom of the formA Notice of Cancellation form was provided by Skyline at the time of sale which served to document that Ms [redacted] received three (3) full business days to review and cancel her transaction with no further obligationThe document provides cancellation instructions which indicate that the document must be signed, dated and returned before midnight on September 24, in order to cancel the transactionMs [redacted] asserts that she contacted Skyline “a week and a half after getting the system” to request the cancellation of her accountGuardian conducted a thorough review of Ms [redacted] ’s account and, respectfully, could find no record of Skyline or Guardian receiving the executed Notice of Cancellation form from Ms [redacted] Guardian first became aware of Ms [redacted] ’s desire to cancel her 24-hour monitoring services on July 19, 2017, nearly two (2) years after installation of her systemGuardian’s representative explained to Ms [redacted] that she remained within the 60-month initial term of her Agreement and that an early termination fee was required to cancel the account at the present timeMs [redacted] indicated she was experiencing financial difficulty and in a genuine effort to assist, Guardian’s representative offered to apply credits to Ms [redacted] ’s accountMs [redacted] accepted the creditsMs [redacted] contacted Guardian again on July 31, and reiterated her request to cancel the accountGuardian’s representative politely explained that Ms [redacted] had thirty-eight (38) months remaining in the initial term of her AgreementMs [redacted] stated that she could not afford the monthly fee or the early termination fee to cancelGuardian received the subject complaint shortly thereafter.Upon receipt of your letter, Guardian contacted Ms [redacted] to review her concerns directlyDuring that conversation, Guardian’s representative reviewed that neither Guardian or Skyline had a record of receiving any cancellation request from Ms [redacted] until July Ms [redacted] reiterated that she could not afford the monthly payments and Guardian’s representative presented several offers in the hopes of providing a long term sustainable financial solution:1) To provide and install two (2) smoke detectors and five (5) additional sensors at no charge and at a reduced rate of $35/month in exchange for execution of a new 60-month Agreement; or 2) To reduce the rate to $31/month in exchange for execution of a new 60-month Agreement; or3) To remove the Voicelink intercom service and reduce the rate to $29.99/month in exchange for execution of a new 60-month AgreementOn August 6, 2017, Guardian reached out to Ms [redacted] inquire if she had made a decision related to the offers previously presentedMs [redacted] stated that she would not accept the offers set forth above and maintained that her son verbally contacted Skyline to cancel within three (3) days of installation, however Skyline did not return those callsMs [redacted] further expressed that the only solution she would accept is to be released from the Agreement at no cost to herGuardian’s representative politely reviewed that Guardian has no record of an attempt to cancel until July 2017, almost years after installation of the systemGuardian’s representative also explained that Ms [redacted] ’s Notice of Cancellation requires that a cancellation request be provided in writing for this reasonGuardian has at all times honored its obligation under the Agreement by providing the 24-hour monitoring services to which Ms [redacted] acknowledged in writing in the terms of the AgreementThese services were provided by Guardian for nearly two (2) years without contact from Ms [redacted] at any time to indicate dissatisfaction related to the services, billings, or Agreement until July In a good faith effort to assist Ms [redacted] , Guardian has applied credits to her account and presented several offers to reduce her monthly rateRegretfully, Ms [redacted] has declined all solutions presented by Guardian to dateAfter careful review of Ms [redacted] ’s account, Guardian respectfully declines to cancel Ms [redacted] ’s Agreement without further paymentShould Ms [redacted] wish to cancel her account prior to the end of the initial term, she may do so upon payment of the early termination fee as defined in the terms of her AgreementAlternatively, the offers presented above to reduce her monthly rate shall remain available to Ms [redacted] should she so desireGuardian believes the offers to be fair and reasonable and remains hopeful that Ms [redacted] will concurThank you for allowing Guardian the opportunity to address Ms [redacted] ’ concernsShould you or Ms [redacted] have any questions, please feel free to contact Guardian at [redacted] .Sincerely,Agency Complaint Response Team

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I thank Guardian for stepping up and resolving this matter quickly and efficiently Regards, [redacted] ***

May 12, RE: [redacted] – ID # [redacted] Dear Mrs***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mrs***’s additional commentsUpon receipt of your letter, I reached out to Mrs [redacted] via email on May 5, I informed Mrs [redacted] that her account had been reviewed by several members of Guardian including myself as the Director of the Account Management DepartmentI reiterated that [redacted] has offered to accept an early termination fee of $to cancel the account(Please note Guardian is unable to authorize cancellation of Mrs***’s Agreement due to the fact that her contractual obligation is with [redacted] )Alternatively, I reiterated that Guardian remains willing to facilitate relocation of her monitoring services with [redacted] at a lower rate and with three (3) months of monitoring services at no charge As of this date, I have not received a response from Mrs***As I informed Mrs [redacted] in my email, I am happy to discuss her options directly with her should she wish to contact me via telephone or email Should you have any further questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen V***, Director Account Management Department

November 11, RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and address Mr [redacted] s concerns Mr [redacted] s letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premisesUpon receipt of your letter, Guardian conducted a thorough review of Mr [redacted] s account including a review of all recent telephone interactions(Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.) Our records indicate Mr [redacted] contacted Guardian on September 29, and requested onsite service to relocate several security devices due to renovations at the monitored premisesGuardian’s representative informed Mr [redacted] that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of wear and tearMr [redacted] acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr [redacted] for $ On October 26, 2015, Mr [redacted] disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointmentGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss his concerns directlyDuring that conversation, Guardian’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be neededGuardian’s representative further explained that the telephone conversation with Mr [redacted] on September 29, had been reviewed and Guardian did find that Mr [redacted] was informed that the onsite service appointment was subject to standard billing ratesNotwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%Mr [redacted] accepted and expressed his satisfaction with this resolution Thank you for allowing Guardian the opportunity to address Mr [redacted] s concernsShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Andrew A [redacted] Manager Customer Service Department

February 9, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms [redacted] ’s complaintGuardian values the opportunity to provide response and address her concernsFor background, Ms [redacted] ’s security system was sold and installed by Skyline Security Management, Inc(“Skyline”) whereby all aspects of her transaction took place directly with SkylineGuardian was not present during the sales transaction or system installationSkyline 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 SkylineGuardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspects of Skyline’s businessPrior to receipt of your letter, Guardian spoke with Ms [redacted] and offered to replace all Zone and devices at no charge to herMs [redacted] requested time to consider the offer, however Guardian received the subject complaint shortly thereafter.Given the nature of Ms [redacted] ’s concerns, Guardian has agreed to discontinue 24-hour monitoring and related servicesUpon termination, Guardian will no longer respond to any signals from Ms [redacted] ’s systemMs [redacted] has also requested to be released from her Agreement with SkylineBecause Ms [redacted] ’s contract is with Skyline, not Guardian, please direct all future communications regarding this matter to Skyline directlyThey may be reached at: Skyline Security Management, Inc., [redacted] .Thank you for the opportunity to provide Guardian’s responseShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

April 12, RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian sincerely regrets that Mr [redacted] experienced such a traumatic event resulting in the loss of his home Upon receipt of your letter, Guardian contacted Mr [redacted] in an earnest effort to assist himDuring that conversation, Mr [redacted] explained that he relocated from the monitored premises while the home was being rebuiltMr [redacted] further explained that he lives in a rental home and is unable to transfer services The terms of Mr [redacted] ’s Authorized Dealer Sales and Monitoring Agreement (“Agreement”) dated May 3, allows for cancellation of the account prior to the end of the initial term by remitting payment of an early termination feeThat amount is designated to be $However in a genuine effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction of the early termination fee in the amount of $which will allow Guardian the opportunity recover some but not all of its costs expended in Mr [redacted] ’s accountGuardian has spoken with Mr [redacted] who has accepted the offer of a reduced early termination feeMr [redacted] remitted this amount on April 11, Accordingly, Mr [redacted] ’s account will be cancelled and he will receive no further billing statements from Guardian On behalf of Guardian, I would like to extend my best wishes to Mr [redacted] and thank him for being a valued Guardian customerShould he desire security services in the future, it is our hope that he will consider using our firm Thank you for allowing Guardian the opportunity to address Mr [redacted] ’s concernsShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Care Department

June 21, RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Ms***’s complaintGuardian appreciates the opportunity to facilitate resolution of her concerns While Ms***’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted] , to provide 24-hour monitoring services, telephone customer support services and billing services for their customersThe subject account is among those for which Guardian provides these servicesMs***’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms***Further, Ms***’s contractual arrangement is with [redacted] , not Guardian [redacted] is a separate and distinct company from GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] , including security evaluations, sales processes, installation practices or any other aspects of [redacted] ’s business Ms***’s letter expresses discontent related to alarm fines assessed by her local municipalityUpon receipt of your letter, Guardian contacted Ms [redacted] to discuss these concerns directlyDuring that conversation, Ms [redacted] expressed that during several alarm events she requested that police be dispatched as she was not onsite at the monitored premises to confirm whether the alarm was or actualBecause these alarms were on nature, she was subsequently assessed alarm fines In light of Ms***’s concerns that the equipment may be malfunctioning and causing alarms, Guardian’s representative offered to schedule onsite service at no charge to Ms [redacted] to test the monitoring equipmentShould the technicians find an underlying issue which caused the alarms, Guardian’s representative offered to request that the fines be waived by the municipality and/or discuss a credit to the accountAfter consideration, Ms [redacted] accepted Guardian’s offer An onsite service appointment is scheduled to take place on Tuesday, July 28, Please be assured that Guardian will continue to work closely with Ms [redacted] and ensure that all of her concerns are resolved to her complete satisfaction during the service visit Thank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Andrew A [redacted] Manager Customer Care Department

September 22, RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response in hopes of assisting Mr [redacted] While Mr [redacted] ’ complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted] ***, to provide 24-hour monitoring services, telephone customer support services and billing services for their customersMr [redacted] ’ account is among those for which Guardian provides these servicesMr [redacted] ’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr [redacted] ; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr [redacted] ’ contractual arrangement is with [redacted] ***, not GuardianGuardian 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 GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] ***, including security evaluations, sales processes, installation practices or any other aspects of [redacted] ***’s business Mr [redacted] ’ letter asserts that installation of his security system caused damage to three (3) exterior doorsMr [redacted] has requested the replacement of these exterior doors as a resultGuardian has conducted a thorough review of Mr [redacted] ’ account and offers the following information Our records indicate Mr [redacted] initially engaged [redacted] ***’s services on March 13, To commemorate his transaction, Mr [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted] ***The Agreement bears Mr [redacted] ’ signatureMr [redacted] ’ system was installed and activated by [redacted] on March 13, On August 3, 2015, more than one year after installation, Mr [redacted] contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backingAs a result of using metal screws, Mr [redacted] asserted that the warranties on the exterior doors had been voided On August 6, 2015, a [redacted] technician went to Mr [redacted] ’ home to replace a panel batteryWhile onsite, the technician inspected the exterior doors for any damageIt was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installationPrior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to [redacted] for review On August 25, 2015, Guardian spoke with Mr [redacted] and informed him that [redacted] had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his systemNotwithstanding, in a good faith effort to satisfy Mr [redacted] , Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring serviceMr [redacted] declined and requested the cancellation of his accountMr [redacted] further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doorsGuardian’s representative politely explained that Guardian and/or [redacted] is not prepared to replace the exterior doors and further explained that Mr [redacted] was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with [redacted] ***Guardian received the subject complaint shortly thereafter Given that the nature of Mr [redacted] ’ concerns relate to the system installation which took place directly with [redacted] ***, Guardian notified [redacted] without delay and provided them with a copy of the complaintAdditionally, Guardian immediately contacted Mr [redacted] to discuss his complaint directlyGuardian’s representative reiterated that Guardian and/or [redacted] is not prepared to replace the exterior doors as Mr [redacted] has requested, however [redacted] is willing to provide Mr [redacted] with an alternative form of compensation to satisfy his concerns, such as account credits or free equipmentMr [redacted] indicated he wished to consider the offer and would contact Guardian with a decisionGuardian has since reached out to Mr [redacted] several times to follow up regarding his decision, however Mr [redacted] has not contacted Guardian to date Respectfully, Guardian believes the above offer which was authorized by [redacted] to be fair and reasonable and is hopeful that Mr [redacted] will concurGuardian will continue to work closely with Mr [redacted] and [redacted] to resolve this matter in a manner that is fair and reasonable to all parties Thank you for allowing Guardian the opportunity to clarify its role in this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andy A***, Manager Customer Service Department

September 19, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr**’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to address his concernsPrior to receipt of your letter, Guardian spoke with Mr [redacted] on September 7, During that conversation, Mr [redacted] disputed that he would be charged to replace the door lockGuardian’s representative explained that the labor rates had been waived and Mr [redacted] would only be billed $for the replacement door lockAlternatively, Guardian’s representative offered to replace the door lock at no charge in exchange for a 12-month contract extensionMr [redacted] disputed both offers Finally, Guardian’s representative informed Mr [redacted] that the door locks could be removed from the account which would reduce the monthly rate by $4/monthMr [redacted] declined this option as wellGuardian received the subject complaint shortly thereafter On September 13, 2016, Guardian’s technician arrived onsite as previously scheduled to replace the door lockUpon arrival, the technician found the door lock to have been replaced with a device not belonging to GuardianMr [redacted] 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 [redacted] contacted Guardian and requested the cancellation of the door lock portion of his AgreementGuardian informed Mr [redacted] that the door lock services could be cancelled upon Mr**’s written authorization and forwarded documentation to Mr [redacted] for signatureUpon 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*** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

October 1, RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s concernsGuardian has reviewed the subject account and offers the following information in response Our records indicate Ms***’s landlord, [redacted] entered into a Residential Monitoring Agreement (“Agreement”) with Guardian to engage monitoring services for the apartment currently occupied by Ms***Our records further indicate that Ms [redacted] contacted Guardian in March at which time she designated Ms [redacted] as an emergency contact for the premisesAt that time, Ms [redacted] also designated a limited password for Ms***’s use In September 2015, Guardian began receiving alerts from the security system which indicated a low panel batteryPursuant to the instructions provided by Ms [redacted] , Guardian contacted Ms [redacted] to alert her of a potential issueUnfortunately, 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***'s frustration with the calls generated in response to the low panel battery alertsMs [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 instructionsDuring that conversation, Guardian also confirmed that a new panel battery had been mailed to the premisesGuardian 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*** Sincerely, Andrew A***, 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 It isn't satisfactory, but I am tired of fighting them They are truly a bad business, as I have seen by all of the reviews on line I had to pay someone else to get my landline functioning properly Even they could not figure out how it was installed that resulted in my landline being non-functional So, it had to be redone There was no way I was going to give Guardian any more money.I realize I received no resolution from them, but their actions will be repeated by me to everyone I know I will continue to write reviews when I find one I haven't already written on and comment on how unscrupulous they are.I appreciate the Revdex.com's help in this matter Unfortunately, you just can't make some companies do what they should do.Regards, [redacted]

For resolution of my complaint, I would like the company to provide the installer and dealer codes for my home security systemThis will provide good faith that they are compliant and willing to unlock my owned, home security system

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The issue has been resolved and a credit of $was applied to our account by MrOmar B [redacted] ext *** and our monthly bill was reduced to the correct amount based on the adjustmentI have been informed by MrB [redacted] that if any additional problems occur to contact him directlyThank you Regards, [redacted] ***

September 19, 2017Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Ms [redacted] s complaintGuardian values the opportunity to address this matterMs [redacted] has disputed the final balance due on her account after cancellingOur records indicate that Guardian spoke with Ms [redacted] on June 14, at which time she requested the cancellation of her accountGuardian’s representative explained that days’ cancellation notice is required and that the account would be cancelled effective July 7, (the next billing cycle date)Guardian also advised Ms [redacted] of the final balance due on the accountGuardian subsequently spoke with Ms [redacted] on August 12, and September 15, in an effort to clarify the final balance due on the accountMs [redacted] declined to remit further payment and the subject complaint was received shortly thereafterWhile Guardian maintains the legal right to pursue fulfillment of the payment of the final amount owed by Ms [redacted] per the terms of her Agreement with Guardian, in this instance Guardian will agree to waive the balance due on the account as a courtesyA credit in the amount of $has been placed to Ms [redacted] s account accordinglyMs [redacted] will receive no further billing statements from GuardianThank you for providing Guardian the opportunity to respond to this matterShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

August 23, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] ***, Case # [redacted] Dear Ms***: Thank you for forwarding Mrand Mrs***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian is a customer-focused company and appreciates the opportunity to resolve their concerns Mrand Mrs [redacted] have expressed dissatisfaction with an invoice assessed to their account for the addition of a security monitoring device during a recent onsite service appointment Guardian sincerely apologizes to Mrand Mrs [redacted] for any confusion or inconvenienceUpon receipt of your letter, Guardian researched Mrand Mrs***’s account and confirmed that the account was to be invoiced the sum of $80, not $Guardian spoke directly with Mr [redacted] on August 18, to provide the above explanationGuardian’s representative also explained that Mr [redacted] will receive a refund in the amount of $Mr [redacted] expressed his satisfaction with this resolution Again, Guardian apologizes to Mrand Mrs [redacted] for any confusionGuardian values Mrand Mrs [redacted] as our customers and is grateful for the opportunity to continue providing them with security monitoring services Thank you for informing Guardian of this matter Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

June 9, RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of MsB***’s complaintGuardian values the opportunity to provide response and assist in facilitating resolution of her concerns For background, in April Ms [redacted] informed Guardian that she had moved from the monitored premises and was interested in relocating services to her new homeAfter 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 termMs [redacted] disputed the remaining term and requested a copy of her current AgreementGuardian mailed a copy of the Agreement pursuant to Ms [redacted] ’s requestGuardian received the subject complaint shortly thereafter Ms [redacted] ’s letter has disputed the authenticity of the signature found on her Agreement with GuardianIn light of Ms [redacted] ’s concerns, Guardian conducted a thorough review of her account and all corresponding documentationOur records indicate Ms [redacted] ’s initial transaction with Guardian occurred on May 6, at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's servicesGuardian’s review of the sales documentation confirmed that Ms [redacted] viewed and executed the Agreement electronically during the initial consultationAt 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 otherGuardian 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) yearsPlease 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 rateThe purpose of this telephone survey is to ensure accurate information and to ensure the customer understands and acknowledges the obligations of both partiesGuardian’s research confirmed that Ms [redacted] completed the telephonic survey with Guardian on May 6, at which time she orally acknowledged the sixty (60) month initial term of her AgreementGuardian’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 termFinally, 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 fileAgain, Guardian apologizes to Ms [redacted] for any confusionShould 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 paymentRespectfully, Guardian is unable to accommodate Ms [redacted] ’s requestGuardian 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 customerTo 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 feeThat amount is designated to be $1,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 $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 resolutionGuardian remains hopeful that this letter will assist to clarify the concerns and issues set forth by Ms [redacted] in her letterShould 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 matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen V***, Director Account Management Department