YMCA of Central Ohio

April 25, 2018Revdex.com of Western PennsylvaniaAttention: *** ***Holiday Drive, Suite 220Pittsburgh, PA Re: *** ** *** - Complaint #*** Dear Ms***:Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian appreciates the
opportunity to address and resolve Mr***’s concerns.Mr***’s letter disputes the cancellation of his account without his knowledge in order for his tenant to begin service under a new contractUpon receipt of your letter, Guardian researched the account and immediately contacted Mr*** directlyDuring that conversation, Guardian’s representative explained that the purpose of the telephone conversation between Guardian and Mr*** in August was to determine if the tenant could take over services in the monitored premisesAt that time, Guardian misunderstood that while Mr*** granted permission for his tenants to take over the account, Mr*** wished for the account to remain in his nameGuardian’s representative apologized to Mr*** for the misunderstanding and for any inconvenienceGuardian’s representative confirmed to Mr*** that the account in his name would be cancelled without further paymentAdditionally, Mr***’s account has been closed at the outside agency and he will owe no further amounts to GuardianMr*** expressed his satisfaction with this resolutionAgain, Guardian sincerely apologizes to Mr*** for any confusionThank you for allowing Guardian to respond to this matterShould you have any questions, please contact Guardian directly at *** ***Sincerely,Agency Complaint Response Team

From: *** ***Date: Wed, Jun 22, at 4:PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***.To: Revdex.com

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

December 30, 2016 Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** * *** ** *** Dear Ms***: Thank you for forwarding Mr***’s complaint to Guardian
Protection Services, Inc(“Guardian”)Guardian values the opportunity to address his concerns. Mr*** expressed dissatisfaction in his letter regarding issues with the security system installed in his homeGuardian sincerely apologizes to Mr*** for any inconvenience. Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Mr***’s residenceGuardian has also applied a credit to Mr***’s account equal to three (3) months of monitoring serviceUpon completion of the service appointment, Mr*** expressed his complete satisfaction with this resolution 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 ###-###-####, ext*** Sincerely, John T***, Manager Customer Care Loyalty Department

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Although I would feel more secure knowing the exact date the cancellation would occur, I am greatly thankful and appreciate your assistance and support in this matter.
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My issue has yet to be resolved I received an addendum from the company that they informed me they would send me to show the section that says there would be a service charge fee for everytime a technician has to come out to my residence to service equipment installed I also have had to contact *** *** technologies concerning the issue I am having with my door bell only because Guardian only offers a day warranty whereas all other companies that sell and install the *** door bells offer the manufactures warranty of yearAlso I contacted the corporate office in concerns to the documents that was provided by the company showing that the signature on the original documents is not my signature
Regards,
*** ***

Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s additional commentsUpon receipt of your letter, Guardian did reach out to Mr*** to review his concernsDuring that conversation, Guardian’s representative explained that Guardian is unable to accept a reduced early termination fee of $as proposed by Mr***, as it would not allow Guardian the opportunity to recover the investment made in Mr***’s homeGuardian did offer to further reduce the early termination fee to $1,in a genuine effort to assist Mr***Guardian also offered to accept payments of the early termination fee in monthly installments until the amount is paid in fullMr*** declined all offers
Respectfully, Guardian is unable to accept payment of an early termination fee which is less than the amount invested in Mr***’s homeWhile Guardian understands that customers may encounter circumstances whereby they wish to end their obligation prior to the end of the initial term, allowing the customer to do so without payment of an early termination would result in Guardian incurring a significant financial lossExpensive electronic security equipment was provided and installed at little or no cost to Mr*** with the expectation to recover that cost over the five (5) year initial term of his AgreementGuardian has not been provided the opportunity to recover its investment in Mr***’s home and therefore cannot accept an early termination fee in the amount of $to cancel Mr***’s account
Guardian has made every reasonable effort to satisfy Mr*** by providing him a number of options to assist himTo reiterate, Guardian has offered:
• to apply credits to his account,
• to lower his monthly monitoring rate;
• to place his account in an inactive status for up to nine (9) months; or
• to accept a drastically reduced early termination fee
Regretfully, Mr*** has found none of Guardian’s offers to be satisfactory
Guardian has at all times honored its obligations under the Agreement and respectfully expects Mr*** to reciprocateGuardian believes the above options to be fair and reasonable and is hopeful that Mr*** will concurThe above offers shall remain available to Mr*** until close of business on November 10, after which they will be rescindedAlternatively, Mr*** may continue to remit timely monthly payments until such time that he is eligible to cancel his account
Thank you for allowing Guardian to address Mr***’s additional commentsShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
Andrew A***, Manager
Customer Service Department

March 1, 2017 Dear Ms***: Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaint from Mr*** ***Guardian is a customer-focused organization and values the opportunity to address any
question or concern. Mr***’s letter expresses discontent with his sales transaction with GuardianOur records indicate Mr***’s initial transaction with Guardian occurred on January 6, at which time Mr*** executed a Sales and Installation Agreement (“Sales Agreement”) and a Monitoring Agreement (“Monitoring Agreement”) in order to engage Guardian’s services A Notice of Cancellation form was also provided at the time of sale which served to document that Mr*** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage GuardianDuring that timeframe, Mr*** possessed the option to cancel his transaction with no further obligationMr*** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the AgreementMr***’s system was installed and activated on January 13, 2017. Mr*** has expressed dissatisfaction with costs associated with equipment he selected at the time of saleRespectfully, our records indicate the pricing of Mr***’s selected equipment was clearly defined in Section B of his Sales AgreementAdditionally, Mr*** was provided three (3) days to review the terms of his Sales Agreement, including the cost of his selected equipment, and cancel the transaction with no further obligationPlease note that Guardian did not install Mr***’s aequipment until seven (7) days after he executed the Sales Agreement, which provided Mr*** with additional opportunities to review his Sales Agreement prior to installation. Upon receipt of your letter, Guardian reached out to Mr*** to provide the above explanation and to discuss his concerns directlyDuring that conversation, Mr*** acknowledged that the Sales Agreement clearly defined the cost associated with the equipment he selected at the time of sale and that he selected an upgraded package at the time of sale however Mr*** maintained that he believed all equipment would be provided at no chargeMr*** further stated he did not wish for Guardian to remove any of the installed equipment and requested that Guardian waive the installation price, stating he will not accept any other resolution from Guardian. Respectfully, Guardian is unable to simply waive the costs associated with the equipment selected by Mr*** as he has requestedAdditionally, please note that Mr*** is not being charged an installation fee as stated in his complaintThe amounts billed to Mr*** as set forth in the Sales Agreement represent the cost of the selected equipment, plus tax only. Notwithstanding the above, it is Guardian’s desire to earn Mr***’s satisfactionTo that end, Guardian will agree to reduce the cost of the seven (7) window contacts from $to $Guardian will also waive the $cost of the key fobUpon Mr***’s acceptance of the aforementioned offer, a credit in the amount of $will be placed to his account and Mr*** will be responsible for the remaining costs of the aequipmentGuardian believes this offer to be fair and reasonable and is hopeful that Mr*** will concur. The above offer is extended until close of business on March 29, after which it will be rescinded I am hopeful the above information has assisted to clarify this matter for all partiesThank you for allowing Guardian the opportunity to address Mr***’s complaint. Should you have any questions, please feel free to contact me at ###-###-####, extension *** Sincerely, Andrew A***, Manager Customer Service Department

I have been paying $for months for alarm monitoring and my system is only working at 50%They have been out numerous times and still no successThey have canceled on me or timesI have filed a complaint last month with the Revdex.comThere response to solve the issue was to come out on Feb to resolve all the problems my Appt window was between 0800-Do to there promise to come out and resolve all my issuesI did not respond to the Revdex.com in regards s to Guardians response on how they are blaming the issues on there sub contractor which is still there problem because they are hired from guardianI wasted a half day waiting for them to show feb and even called them to confirm they were coming out and I was told yes the tech is coming outCloser to noon I called for another etaThis time I was told they are not coming out do to not having all the partsNow I am filing another complaint do to Guardian lyining about resolving my issueI have been paying for a security system that only works at percentNever had this problem at ADTTranslateIt’s guardians discretion to make it rightI hope guardian is expecting me to pay the full amount of this job they haven’t completed and the days of work I missed waiting for them to show up

This issue has been resolved on February 23, 2018. Thank you for your help

March 3, Dear Ms*** Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and address Mr***’s concerns Prior to receipt of your letter, Guardian spoke
with Mr*** and confirmed that a refund check was scheduled to be issued on March 2, As promised, check no*** was issued and mailed to Mr*** on March 2, Mr*** should receive the check via mail within the next several days. Guardian apologizes to Mr*** for any inconvenience Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, I may be reached at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Loyalty Department

January 30, 2017Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address his concerns. Mr***’s expressed dissatisfaction relates to video monitoring equipment he wishes to purchase
and tie in to his security system. Upon receipt of your letter, Guardian reached out to Mr*** and offered to provide the desired equipment for a reduced cost of $Mr*** accepted and acknowledged his understanding that he would be responsible to remit payment for the trip fee and for Guardian’s standard service rates to install the new equipment. Based on the above information, I believe Mr***’s concerns have been fully addressedGuardian will continue to work closely with Mr*** to ensure the new equipment is installed and activated as soon as possible. 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 ###-###-####, ext*** Sincerely, Andrew A*** Manager Customer Care Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It should be noted that I called Guardian prior to the cancellation of my service and was told after the year contract was over I would be on a month to month monitoring with GuardianCan Guardian kindly provide a copy of my contract where it clearly states that the service will automatically renew? The copy I was provided print is too small to read.
Regards,
*** ***

RE: *** ***, Case #*** Dear MsCook: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’ concernsGuardian values the opportunity to address and resolve this matter on behalf of Mr
***. Upon receipt of your letter, Guardian contacted Mr*** to discuss his concerns directlyDuring that conversation, Guardian reviewed with Mr*** the following information: Mr*** has always subscribed to Guardian’s Extended Repair Agreement however it appears that the copay associated with the *** has repeatedly been waived as a courtesyAs such, Mr*** was likely unaware of the copay associated with the *** until recentlyA copy of Mr***’ original and most recent Addendum was mailed to Mr*** on March 2, for his review and records. The *** only covers the security monitoring equipment and damage resulting from wear and tearOnsite service for any damage outside of wear and tear will be subject to Guardian’s time and material rates Guardian already applied a credit to Mr***’ account for the battery issue prior to receipt of the subject complaintMr*** was advised of this credit on February 17, Guardian offered to schedule onsite service billable at Guardian’s standard rates to address Mr***’ concerns with the *** deviceGuardian further explained that standard service rates apply as the *** had already been replaced and was now outside of the warranty offered by Guardian. Mr*** declined onsite service and stated he has already resolved this matter with *** directly. Guardian agreed to waive the monthly RMR charge for the cam***s/doorbell for the past six (6) months and placed a credit to the account in the amount of $Mr*** acknowledged his understanding that no further credits will be extended and that he will remain responsible for the remaining account balance. At the conclusion of the conversation, Mr*** expressed his satisfaction with the above explanations 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 Care Department

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again, new owner entered into a contract.
Regards,
*** ***

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

March 5, 2018Revdex.comAttn: *** ***Holiday Drive, Suite 220Pittsburgh, PA 15220RE: *** ** *** * ** ***Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s concernsGuardian appreciates the opportunity to
provide response and clarify this matter for all partiesMs*** has disputed the contract extension which occurred when her equipment was upgraded in September Upon receipt of your letter, Guardian conducted a thorough review of the subject account and all telephone interactions(Due to the nature of Guardian’s business, all telephone calls are recorded.) On September 30, 2016, Guardian spoke with Ms*** and explained that her security equipment required an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4GGuardian’s representative offered to replace the equipment at no charge and to provide a free 7” tablet in exchange for execution of a new thirty-six (36) month AddendumGuardian’s representative also explained that options were available for twelve (12) month, six (6) month or three (3) month extensionsMs*** verbally accepted the offer for a new thirty-six (36) month termThe new Addendum was electronically executed by MrMichael *** and Guardian completed the upgrade to the equipment on October 7, On February 28, with twenty (20) months remaining in the initial term of the Addendum, Mr*** informed Guardian that he moved from the monitored premisesGuardian’s representative explained that Mrand Ms*** remained within the initial term and were ineligible to cancel the accountGuardian’s representative further explained that services could be transferred to the new home, to a friend or family member, or that the new homeowner could activate services under a new agreement which would relieve Mrand Ms*** from any remaining obligationGuardian’s representative also explained the early termination fee to be $Mr*** requested that Guardian reduce the early termination fee amount and Guardian’s representative offered to escalate the request and contact Mr*** with further informationGuardian received the subject complaint shortly thereafter.Upon receipt of your letter, Guardian reached out and left a voicemail message for Mrand Ms***, however Guardian has been unable to speak with them directly to dateBased on Guardian’s review of the recorded telephone conversation with Ms*** on September 30, 2016, Guardian has confirmed that Ms*** verbally accepted the new thirty-six (36) month term prior to Mr*** executing the new Addendum which clearly defined the initial term to be thirty-six (36) monthsMs*** has requested that Guardian reduce the early termination fee amountPlease understand that the actual termination fee amount due is $Guardian has already offered a discounted amount by agreeing to accept $to cancelGuardian is respectfully unable to lower the early termination fee amount any furtherAlternatively, Guardian remains willing to assist Mrand Ms*** in fulfilling their obligation by transferring services to their new home, to a friend or family member, or by working with the new homeowners to activate service under a new AgreementThank you for allowing Guardian the opportunity to clarify this matterShould you have any questions, please contact Guardian at *** ***Sincerely,Agency Complaint Response Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***That's not exactly trueMy last contact with Guardian I was threatened that if I didn't allow them to violate my contract I would have to buy them out at $After considering their dirty business practices and having a moving schedule and it costing more to litigate then payWe decided to save thousands of dollars by paying them off and waiting for my Legislator to bring this kind of thievery to the State so companies like this can’t do this to anybody in the futureMy last contact with them was with, I believe her name was Anne who told me that in order to switch from a home with Guardian equipment in it to another home with Guardian equipment in it, it would cost me $to have a service man come out and set the account up and make sure the house was properly protectedIn doing so they forced me to extend my contract with them to the original length of timeFirst of all, since I had an experience with them where the installer improperly installed one of the door sensors and when I called to have this installation failure corrected, I was told a service call was $and I’d have to pay itI complained and they waved the $fee to correct their mistake; how generousSo a service call cost $unless they have you backed in a corner moving and they can rape you for $Frankly since the in home equipment is set up to communicate with the sensors in the home, everything was already set up and nobody had to come to the house, especially since I can change my password myselfAll they had to do was switch the billing and contact phone number from the previous owner to meWhen I spoke Anne’s proposal back to her that; I paid for my equipment and you expect me to leave it behind and essentially you are charging me for the equipment and installation for a paid for and installed system, they you will sell again my paid for equipment to whoever buys my house; her reply wasn’t to correct any of that conversationHer reply was, “that’s the offer, take it or leave it”We considered their business ethics and looked into better rated companies and decided being taken by them at the $option with a company that was going to double charge for security systems was a far cheaper way out but they still violated our contract and I want reimbursedI had a 6-year contract which I had only used months ofUnder any other contract I would have only had to fulfill the balance left; but when Guardian sees an opportunity to rape a customer under the circumstances of a move, they take full advantage of it and leave the customer deciding just how they want rapedAlso, the companies reply indicates they intended to reach out to me and insinuate they would make things right; that’s a flat out lieAnne spoke the final word and made sure I understood that was the final word that you either accept our rip off deal or pay the $They had NO intentions of making anything right with us.This was one of the worst business dealings I have had in my life and it’s no wonder my attorney chuckled when I started telling the story because they have heard it beforeGuardian is committing consumer fraud but there’s a flaw in the law that allows them to operate with no ethicsShe loved the idea that I would put a big sign in the back of my truck and drive it around warning anybody else not to get involved with a company that would do such a unthinkable double dip, double dip rip off, selling equipment multiple times to multiple people.As Guardian said they intended to do and I didn’t allow them to do so (even though they told me their rip off was the last word) then where are they nowThey clearly understand that I know they commit consumer fraud and I am a victim of it and was glad to take my check to save me thousands from their unscrupulous business practices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept Guardian's apology for the typographical mistake of referring to me, Mrs*** as Mr***I remain highly offended at the blatant mistakeFurthermore, according to the attached contract, we rolled the cost of the equipment into our mortgage ($1995.00)I am forwarding a copy of this contract to our attorney as well as the complaint that I have opened through the *** Attorney GeneralI also stand by my claim of not receiving the copy of the contract in the mail that Guardian claims they mailed to us
Regards,
*** ***

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