YMCA of Central Ohio

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
The company claims that all concerns have been resolved to my satisfaction I disagree I remain completely dissatisfied that a company would repeatedly LIE regarding their actions, and would treat my wife with such extreme rudeness We are fed up with the lack of customer service, and are counting the days until we can contract with a different company.The service which we scheduled weeks in advance to occur on Saturday, June 18, did not occur Although we spent hours waiting for a technician to arrive at the scheduled time, none arrived Customer service was of no help whatsoever Even though this appointment was pre-scheduled, the appointment date and time was confirmed more than once, AND WE HAD TO SIGN A CONTRACT EXTENSION TO GET A SATURDAY APPOINTMENT, no technician called and no technician came for the appointment.On Thursday 06/23/16, a female from customer service called my wife on her cell phone while she was at work This person claimed to be calling to 'set up an appointment' for service My wife understandably was upset with the call, and informed the woman that we previously had three appointments set up for this service, yet no technician ever showed up for any of the three scheduled appointments, so she did not believe that anyone would ever show up for any appointment in the future My wife informed the woman calling that she was at work, would not be able to talk now, and the woman should call back another time if she really wanted to make an appointment that a technician would actually keep.MY WIFE DID NOT SCHEDULE AN APPOINTMENT FOR SERVICE, BECAUSE OF HER FRUSTRATION WITH THE CONTINUAL LIES FROM THE COMPANY. Then without any warning or notice at all, a technician appears at our door the morning of Saturday 06/25/ We DID NOT have an appointment, so we were not at home.While this surprise technician was parked in front of our home, a different woman from customer service called my wife on her cell phone This woman did not even know our names She proceeded to tell my wife that a technician was at our home for "the scheduled appointment" Because technicians had no-showed for appointments three times, and because we DID NOT have an appointment scheduled, my wife was understandably upset My wife tried to explain to the woman from customer service that no appointment had been set, but that woman began to yell and argue with my wife, claiming that "a special Saturday appointment" was scheduled earlier in the week at my wife's request THAT WAS A COMPLETE AND TOTAL LIE.No appointment had been made for several reasons, not the least of which was the fact that my wife is fed up with the no-shows from the previous three appointments The woman from customer service continued to argue, repeatedly saying "that's not my fault" as my wife listed off the numerous problems and no-show appointments which caused us to waste hours waiting for technicians who never showed up Then the woman from customer service hung up on my wife - as though it was our fault that the company had previously failed to follow through with three separate appointments for service.My wife informed me of the call, and I returned home to supervise the male technician who upgraded the alarm system inside our home There was NEVER an appointment made by my wife or myself for Saturday 06/25/ We had plans for that morning and items to attend to -- items which I had to interrupt in order to return home because a technician was parked outside our home.We have never experienced such terrible customer service - particularly the outright LIES told by company employees in apparent attempts to cover up their incompetence and failures.We look forward to the day when we will no longer have to deal with this company in any way.
Regards,
*** ***

November 15, 2017Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Leah T***, Case #***Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’ additional communicationsGuardian understands Ms***’ frustration and offers the following informationContract concerns:Ms*** originally contracted with Guardian on June 23, by executing a Monitoring and Repair Agreement (“Original Agreement”) with an initial term of sixty (60) monthsA copy of this Original Agreement is attached for your recordsMs*** relocated to a new residence in July At the time of the relocation, Ms*** had thirty-eight (38) months remaining in the initial term of her Original AgreementThat initial term was transferred to her new residence via a new Monitoring Agreement (“Monitoring Agreement”) signed by Ms*** on June 22, for her remaining term of thirty-eight (38) months at $44.95/monthMs***’ initial term was not extended during her relocationHer remaining term was simply carried over to her new homeA copy of the Monitoring Agreement is attached for your recordsBilling concerns:Guardian has reviewed the recorded telephone call with Ms*** on June 22, and offers the following excerpts which verify the $installation fee, thirty-eight (38) month term and that Ms*** acknowledged the cost of the five (5) additional window contactsMs***: They said it was a $installation charge if I took everything out myself.Guardian: Yes, ma’am……Guardian: Ok, we’re just doing the remaining thirty-eight months for you?Ms***: Uh huh (affirming).…..Guardian: And you said you feel confident that you don’t need anything added to it, correct?Ms***: YesGuardian: Ok.Ms***: Actually, it’s possible I could need a few more window alarms.Guardian: A few more contacts? I have you at… I see You have of them?Ms***: If that’s what it says, that would be correctI’m counting right now to see… I’m going to need more if I have 13, cause I actually have openings now downstairs.Guardian: Ok, no problem.Ms***: Actually, moreIt’ll be moreNo, maybe moreHold on, let me look in hereIt’ll be moreYesGuardian: Now, those more contacts, we can offer those to you at $apieceMs***: OkIs that the cheapest they have?Guardian: Yeah, that’s with the relocationThey’re normally $but when we’re…Ms***: Ok.Guardian: … we’re moving you we can offer them to you at a discounted rate.Ms***: Yeah, that would be great.Guardian: SureAlright, I’ll add those onMs*** acknowledged the $balance due upon installation by executing a Sales and Installation Agreement on June 22, (contacts x $= $+ $reinstall = $275)Ms*** also expressed dissatisfaction with a double-billing which occurred on July 22, Guardian previously informed Ms*** in August that a credit of $was applied to her account on August 22, to correct that billing oversightThe attached AR history reflects this creditMs*** executed a new Monitoring Agreement on June 22, for her remaining term of thirty-eight (38) months at $44.95/monthIn that document, Ms*** acknowledged her understanding of the $paper fee assessed for monthly invoices by placing her initials next to the following statement, “If We provide You with a paper statement at any time, Your Monthly Fee will be increased by $2.” Ms*** currently owes a balance of $which consists of the installation fee of $275, past due monthly monitoring fees and late feesTelephone interactions:(Please recall, all telephone interactions and voicemail messages are recorded.)Subsequent to Ms***’ email conversation with Christopher P*** in August 2017, Guardian received no contact from Ms*** until October 2017, as follows.October 13, 2017: Guardian spoke with a man who identified himself as *** ***, Ms***’ husband, who requested the cancellation of the accountGuardian’s representative explained that an early termination fee was requiredGuardian explained that amount to be $plus the balance due on the account for a total of $1,Mr*** expressed discontent with a $400+ charge to relocate servicesGuardian’s representative explained the current balance of $to be the $installation fee plus unpaid monthly monitoring fees for the past three (3) monthsMr*** acknowledged his understanding and stated he would discuss this further with Ms***October 27, at 5:26pm: Guardian (Jeff) spoke with Ms*** who requested to cancel the accountMs*** disputed that she had executed a new Monitoring Agreement during her relocationMs*** also disputed that she was quoted $to relocate but was billed $Jeff indicated that he would request the previous telephone calls be reviewed and offered to call Ms*** on October 31, with the resultsOctober 27, at 5:44pm: Guardian (Jeff) left a voicemail for Ms*** at *** *** which stated he had conducted some research on the Monitoring Agreement and had some information to shareJeff requested that Ms*** call Guardian at her convenienceOctober 31, at 6:47pm: Guardian (Jeff) left a voicemail for Ms*** at *** *** reiterating that he has some information that he would like to review with her and requesting a callbackNovember 6, at 2:27pm: Ms*** contacted Guardian and requested to speak with JeffJeff was unavailable and the call was transferred to another member of Guardian’s Loyalty Department, TorianMs*** stated that she did not receive a call or voicemail from Jeff as promised and that she was waiting for a final statement from Guardian related to the cancellation of her accountMs*** requested a transcript of the telephone call from June 22, to determine if she did agree to an installation fee exceeding $and if she authorized the purchase of five (5) additional contactsMs*** also disputed that she extended her contract by three (3) years when movingTorian offered to send a copy of the Relocation Agreement and a buyout letter which would itemize the final payment dueThese documents were mailed to Ms*** on November 9, and November 7, 2017, respectively(Ms*** has indicated she did not receive these documentsPlease note, due to the holiday on Saturday, November 10, 2017, mail delivery may be delayed.) November 7, at 10:31am: Guardian (Marie) left a voicemail message for Ms*** at *** ***November 7, at 3:30pm: Guardian (Marie) left a voicemail message for Ms*** at *** ***Guardian also left a voicemail message for Mr*** *** at *** ***.November 8, at 2:05pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answerGuardian left a voicemail message for Mr*** *** at *** ***.November 8, at 2:27pm: Ms*** contacted Guardian and requested to speak with MarieMarie was unavailable and Ms*** left a voicemail message for her which indicated her fiancé, ***, had received a voicemail message the day priorMs*** requested that Guardian call her directly or communicate via emailMs*** indicated she cannot speak on the telephone until after 4:30pmNovember 8, at 4:12pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answer.November 8, at 5:31pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answer.November 10, at 12:05pm: Ms*** contacted Guardian to speak with MarieMarie was unavailable and Ms*** left a voicemail message for herMs*** stated that she was quoted $to relocate but was charged $Ms*** also stated that she was not told she was renewing her contract when relocatingMs*** requested a transcript of the telephone call where she authorized the chargesMs*** further stated she was agreeable to continuing services if she is only charged the $for relocating servicesShe also requested that her rate be lowered to $with the “no calls to police or fire feature” which she was unaware was an option until speaking with a co-workerMs*** requested a callback but also indicated she preferred email communication(Please note, Guardian has no such option for “no calls to police or fire”Typically, such a feature is only available through self-monitoring security equipment.) November 10, at 12:41pm: Guardian (Marie) returned Ms***’ voicemail messageMarie apologized that she was previously unavailableMarie acknowledged her understanding that Ms*** cannot take telephone calls at work and explained that she would be available until 7:00pm that evening if Ms*** could return the callNovember 10, at 3:52pm: Ms*** contacted Guardian to speak with MarieMarie was unavailable and the call was transferred to another Loyalty representative, PaigePaige advised that Marie was wrapping up another call and that Marie wanted to reach back out to Ms*** upon completion of that call(The call was terminated at 3:59pm.) November 10, at 4:01pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answer.November 10, at 4:06pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answer and Marie left a voicemail message apologizing for missing each otherMarie stated she would email Ms*** but also needed to speak with her directly via telephone.November 13, at 3:54pm: Ms*** contacted Guardian to speak with MarieMarie was unavailable and Ms*** left a voicemail message for herNovember 13, at 3:59pm: Guardian (Marie) tried to contact Ms*** at *** ***Ms*** did not answer and Marie left a voicemail message for her.Summary:Guardian apologizes for the lengthy reply however it was our desire to provide Ms*** with clear, concise records of her account activityGuardian recognizes that attempts to reach Ms*** by telephone were not fruitful and apologizes for her frustrationIn a good faith effort to bring swift resolution to her concerns, Guardian is willing waive the relocation fees and late fees assessed to Ms*** accountAccordingly, a credit will be applied to the account in the amount of $Ms*** will be responsible for the remaining balance of $for past due monthly monitoring servicesGuardian will also agree to waive the $fee assessed for monthly paper invoices moving forwardGuardian believes the above offer to fair and reasonable and remains hopeful that Ms*** will concurThank you for allowing Guardian to review this matterShould you have any questions, please contact Guardian at *** ***Sincerely,Agency Complaint Response Team

March 10, 2017Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to provide response in hopes of clarifying this matter for all parties Upon receipt of the subject complaint, Guardian conducted a thorough
review of Ms***’ account including a review of all recent telephone interactions(Due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Guardian’s records indicate that Ms***’ account was cancelled on November 17, Accordingly, Guardian discontinued monitoring of any security devices in Ms***’ home effective that date, however Ms*** remained able to use her system locally without monitored response. On December 7, 2016, Ms*** contacted Guardian and stated that she planned to remove the security keypad from the wall in order to paintMs*** inquired if an audible alarm would sound upon her removal of the keypadGuardian’s representative assisted Ms*** by explaining how to safely remove the batteries from the device to avoid an audible alarm. More than two months later on February 25, 2017, Ms*** contacted Guardian and disputed that her telephone lines ceased to function upon her removal of the security keypad from the wallGuardian’s representative offered to send a technician to Ms***’ home to inspect the telephone lines and explained that onsite service would be subject to Guardian’s standard service rates as Ms*** is no longer a monitored Guardian customerAlternatively, Guardian’s representative suggested that Ms*** contact her telephone carrier for assistanceMs*** disputed the information provided to her and Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Ms*** to review the concerns set forth in her complaintDuring that conversation, Ms*** asserted that the damage to her telephone lines was the direct result of the instructions she received from Guardian regarding the removal of her keypad from the wallMs*** further declined to remit payment for Guardian’s standard onsite service fees and also stated she would not contact her telephone provider for assistanceGuardian’s representative politely explained that because Ms*** is no longer a monitored customer of Guardian, Guardian is unable to dispatch a technician to her home at no charge, however Guardian remains willing to send a technician at standard service ratesMs*** expressed dissatisfaction with this information and requested to speak with a Guardian supervisor or managerA Guardian supervisor made four (4) attempts to reach Ms*** on March 1, 2017, March 2, 2017, March 7, and March 8, Unfortunately, Ms*** has declined to return the voicemail messages left for her by Guardians’ supervisor.Respectfully, Guardian is unable to accommodate Ms***’ request for onsite service at no charge. Guardian does remain willing to assist Ms*** by dispatching a technician however standard service rates will applyShould Ms*** wish to schedule onsite service, she may do so by contacting Guardian at her convenience Thank you for the opportunity to address Ms***’ complaint. 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 find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt isn't all factual, but we did agree to settle the dispute and cancel the contract and collection activitiesThank you so much for your assistance, without it they wouldn't have worked with me
Regards,
*** ***

March 1,
RE: *** *** *** Case #***
Dear Ms***:
Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and facilitate resolution of his concerns
Mr*** has
expressed dissatisfaction with the camera system installed in his homeUpon receipt of your letter, Guardian contacted Mr*** to review his concerns directlyIn light of Mr***’s unique circumstances, Guardian’s representative agreed to cancel the camera portion of his AgreementMr***’s monthly rate will be reduced to $39.95/month with thirty-nine (39) months remaining in the initial term of his monitoring agreementMr*** expressed that the above resolution fully satisfied all concerns
Guardian sincerely apologizes to Mr*** for any inconvenienceGuardian appreciates the opportunity to regain his trust and to continue providing him with his security monitoring services
Thank you for informing Guardian of this matterShould you have any questions, please feel free to contact me directly at ###-###-####, ext***
Sincerely,
Andrew A***, Manager
Customer Service Department

Dear Ms***, After submitting Guardian’s response to the complaint earlier today, I became aware of an email sent by Ms*** to Guardian last eveningMs*** requested documentation which I am attaching to this message. A copy of the Sales and Installation Agreement dated
June 21, which explained the charges of $and the Monitoring Agreement dated June 21, which explains a $fee for paper statements (section D); and A copy of Ms***’ AR History which reflects the $charge assessed on 7/3/and a credit issued by Guardian on 8/22/for an accidental overbilling. Thank you, Kristine N*** | Guardian Protection Services, Inc

April 7,
Re: *** ** *** - Complaint #***
Dear Ms***:
Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s complaintGuardian welcomes the opportunity to provide response
Upon receipt of the subject complaint, Guardian
conducted a thorough review of its records and Ms***s accountFor background, Ms*** executed a Sales and Monitoring Agreement (“Agreement”) with Guardian on April 21, in order to engage Guardian's servicesThe initial term of the Agreement was for a period of sixty (60) monthsMs*** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Ms*** also executed the Agreement by affixing her signature at the bottom of the form
On March 5, 2016, Ms*** informed Guardian that she was moving from the monitored premisesMs*** requested the relocation of monitoring services and indicated her new home had an existing systemMs*** expressed she would contact Guardian once in the new home to complete an evaluation of what equipment she would like to add to the existing system
On April 1, 2016, Ms*** contacted Guardian and expressed dissatisfaction that a subcontractor may complete the installation of her new systemA Guardian supervisor explained to Ms*** that the Guardian branch closest to her new residence was approximately miles away, which is why Guardian utilizes a network of certified contractors to assist in servicing customers in her areaMs*** stated she would only accept a Guardian technician to complete the installation
Shortly thereafter, I spoke directly with Ms*** and confirmed that a Guardian technician would be dispatched to complete installation and activation of the system in her new residence in lieu of a subcontractorI also explained to Ms*** that should she require service in the future, Guardian would do its best to accommodate her request for a Guardian technician onlyMs*** acknowledged her understanding
On April 4, 2016, a Guardian representative spoke with Ms*** and completed an evaluation of the new home for desired security devicesDuring that evaluation, Ms*** requested the addition of eleven (11) glass break sensors and four (4) smoke detectors to be tied in with the current existing systemIn exchange for execution of a new sixty (60) month monitoring Agreement, Guardian’s representative offered to provide and install one (1) control panel, two (2) keypads, four (4) smoke detectors (at no charge; at $85), and eleven (11) glass break sensors with a total cost of $1,Ms*** disputed the cost of the new system and requested the early termination fee to cancel the accountGuardian’s representative provided that amount to be $In a genuine effort to assist Ms***, Guardian’s representative offered to provide two (2) of the glass break sensors at no charge which reduced the total cost to $Guardian received the subject complaint shortly thereafter
Upon receipt of your letter, Guardian reached out to Ms*** to discuss her concernsDuring that conversation, Ms*** declined to discuss this matter further and stated the only resolution satisfactory to her would be installation of the above-referenced system at no charge for the remaining seventeen (17) months in her initial term
Respectfully, Guardian is unable to accommodate Mrs***s request to provide and install a significant amount of expensive electronic security equipment at no chargeGuardian has made every reasonable effort to assist Ms*** by applying a discount to the selected equipment and by providing five (5) devices at no chargeGuardian’s offer remains available to Ms*** should she desire to transfer monitoring services to her new homeAlternatively, in a good faith effort to bring this matter to swift resolution, Guardian will agree to accept a 30% reduction to the early termination fee in the amount of $to cancel Ms***s accountThis offer shall remain available to Ms*** until close of business on June 6, after which it will be rescindedGuardian believes the above offers to be fair and reasonable and remains hopeful Ms*** will concur
Thank you for the opportunity to respond to Ms***s concernsShould you have any questions, please contact me directly at ###-###-####, ext***
Sincerely,
Kathleen V***, Director
Account Management 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 is clear that Guardian is attempting to make this termination process difficult It is a shame that this what a company does to attempt to "Retain" a customer A written termination is sufficient for any business transaction I again ask that guardian terminate this account and suspend billing and/or collection action Or provide, in writing to the address on record, instruction on how to "terminate" this account A follcomplaint has now been filed with the Attorney General of Pennsylvania.
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,
*** ***

February 12, 2018Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220RE: *** ***, Case #***Dear Ms***: Guardian Protection Services, Inc(“Guardian”) in in receipt of the above-referenced complaintGuardian values the opportunity to
address Ms***’ concernsMs***’ letter cites dissatisfaction with the balance due on her account after moving from the monitored premisesIn a good faith effort to bring swift resolution to this matter, Guardian will agree to waive the balance in the amount of $The credit was applied on February 12, Accordingly, Ms*** owes no further amount to GuardianGuardian believes this gesture should fully satisfy Ms***’ concernsThank you for the opportunity to respond to Ms***’ complaintShould you have any questions, please contact Guardian directly at *** ***Sincerely,Agency Complaint Response Team

August 24, 2016 Revdex.com of Western PennsylvaniaAttention: *** ***Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: *** *** - Complaint
#*** Dear Ms***: Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and facilitate resolution of Mr***’s concerns. Mr*** has disputed the cost to replace the security panel for his system and has further stated he believes the replacement should be provided at no cost to himUpon receipt of your letter, Guardian conducted a thorough review of Mr***’s accountAs a result, Guardian confirmed that Mr***’s warranty period has expired, thus replacement of the device cannot be provided at no chargeGuardian also confirmed that Mr*** does not subscribe to Guardian’s Extended Repair Agreement which would absorb the cost to replace the device. As such, the cost to replace any security device is billable at Guardian’s standard rates. Guardian has contacted Mr*** directly to provide the above explanationDuring that conversation, Guardian’s representative offered to extend the term of Mr***’s Agreement by twelve (12) months to cover the cost of the onsite service appointment and new security panelAlternatively, Guardian’s representative offered to waive labor costs and replace the security panel at a cost of $with no contract extension. Mr*** has elected to replace the panel at a cost of $100. Accordingly, onsite service has been scheduled to take place on August 30, to replace the security panel. Thank you for allowing Guardian the opportunity to address and resolve this issue on behalf of Mr***. Should you have any questions, please 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
Regards,
*** ***I have not heard of Security Force, I dealt with IWatch Security and was told by them that I had to deal with Guardian I was told by Guardian NOT to remove the security system, even if my daughter was going to use it in the new house that we would be getting new equipment It seems like I'm getting a run-around and not getting any consideration for the death of my husband, being emotionally, physically drained and not thinking properly as to what needed to be done "Exceptions to the rule" can always be done as the NASCAR VIP trip employees did for me, there was no question for my refund from them even though I never purchased the trip insurance. Thank you

March 18,
Re: *** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaint from Ms***Guardian is a customer-focused organization and values the opportunity to address any question or
concern
Ms*** has expressed discontent with the panic button installed in her place of businessGuardian has reviewed its records and offers the following in response
On January 28, 2016, Ms*** contacted Guardian and indicated that the panic button in her place of business did not activate when depressedGuardian offered to schedule onsite service to inspect the deviceMs*** accepted and Guardian’s representative indicated the first available appointment was February 2, Ms*** expressed dissatisfaction that service could not be conducted the following dayIn a genuine effort to assist Ms***, Guardian’s representative placed a request on Ms***’ account to schedule onsite service as soon as possible
While Guardian was unable to conduct onsite service the following day, a technician was dispatched to Ms***’ place of business two (2) days later on January 30, While onsite, Guardian’s technician tested the panic button and all other devicesGuardian’s technician found all devices to be communicating properlyThe technician suggested to Ms*** that perhaps she did not press and hold the panic button long enough for the signal to be sent to GuardianMs*** disputed this information and in a genuine effort to satisfy Ms***, Guardian’s technician replaced the panic button at no charge to Ms***Prior to departing the premises, Guardian’s technician fully tested the system and confirmed receipt of all signals in Guardian’s central monitoring stationGuardian received the subject complaint shortly thereafter
Upon receipt of your letter, Guardian contacted Ms*** to discuss her concerns directlyDuring that conversation, Guardian’s representative apologized to Ms*** that the panic button did not activateGuardian’s representative explained that onsite service was conducted two (2) days later and the panic button was replaced at no charge even though the technician could find no issues with the original panic buttonMs*** requested that her initial term be amended to month-to-monthGuardian’s representative politely explained that the initial term could not be amendedHowever, in a good faith effort to satisfy Ms***, Guardian’s representative offered to place a credit to the account equal to two (2) months of monitoring feesMs*** accepted and expressed her satisfaction with this resolution
Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please do not hesitate to contact me at *** ***, ext***
Sincerely,
Andrew A*** Manager
Customer Service 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.I did not accept the terms I asked the representative to send me a letter detailing the proposed settlement I did not sign this letter, nor did I remit payment I have not used the services and have continued to pay for services not rendered I do not agree to these terms as I have moved over miles and was not informed that I had to continue and renew for another months after my moveFurther, I was told the contract locked in a low monthly price and was not binding with a cancellation fee I continue to believe this is a fraudulent sales tactic in order to get customers to pay exorbitant fees to cancel services.
Regards,
*** ***

November 10,
Revdex.com of Western Pennsylvania
Attn: *** ***
Holiday Drive, Suite
Pittsburgh, PA
RE: *** ** ***, Case #***
Dear Ms***:
Thank you for forwarding Mr***’ complaint to Guardian Protection Services, Inc(“Guardian”)Guardian
values the opportunity to provide response and facilitate resolution of his concerns
Mr*** has expressed dissatisfaction with the camera system installed in his homePrior to receipt of your letter dated November 5, 2015, Guardian spoke with Mr*** on November 3, During that conversation, Guardian’s representative apologized to Mr*** for his recent experiencesIn light of Mr***’ unique circumstances, Guardian’s representative agreed to cancel the camera portion of Mr***’ AgreementAdditionally, the initial term of Mr***’ Monitoring Agreement was amended to a month-to-month term at a rate of $37.99/month pursuant to his requestA credit was applied to Mr***’ account in the amount of $for camera servicesMr*** will also receive a refund in the amount of $Mr*** expressed that the above resolution fully satisfied all concerns
Guardian apologizes to Mr*** for any confusion or inconvenienceGuardian appreciates the opportunity to regain his trust and to continue providing him with his security monitoring services
Thank you for informing Guardian of this matterShould you have any questions, please feel free to contact me directly at *** *** *** ***
Sincerely,
Andrew A***, Manager
Customer Service Department

March 17,
RE: *** ** *** Case #***
Dear Ms***:
Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and facilitate resolution of his concerns
Mr*** has expressed
dissatisfaction with the monitoring equipment installed in his homeUpon receipt of your letter, Guardian contacted Mr*** to review his concerns directlyIn light of Mr***’s unique circumstances, Guardian has applied a credit to Mr***’s account in the amount of $for the time in which Mr***’s system was not properly functioningAdditionally, Guardian has scheduled onsite service at no charge to Mr*** to inspect the system and make any necessary repairsSaid service appointment is scheduled to take place on March 21, Mr*** has expressed that the above resolution fully satisfies his concerns provided that all equipment functions properly after the onsite service appointmentPlease note that Guardian will follow up with Mr*** next week to ensure he is completely satisfied subsequent to the onsite service appointment
Guardian sincerely apologizes to Mr*** for any inconvenienceGuardian appreciates the opportunity to regain his trust and to continue providing him with his security monitoring services
Thank you for informing Guardian of this matterShould you have any questions, please feel free to contact me directly at ###-###-####, ext***
Sincerely,
Andrew A***, Manager
Customer Service Department

August 2, 2016 Revdex.com of Western PennsylvaniaAttn: *** ***Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** * *** ** *** Dear Ms***:
Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and facilitate resolution of Ms***’ concerns. For background, the subject security system was sold and installed by *** Security Management, Inc(“***”) whereby all aspects of the sales transaction took place directly with *** and Mr*** ***, the contract signerGuardian was not present during any aspect of the sales transaction with Mr***Further, Mr***’ contractual arrangement is with ***, not GuardianGuardian is simply an agent for *** to provide services for *** customers as described above. Please note that *** 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 ***Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business Given that the nature of Ms***’ concerns relate to the sales transaction which took place directly with *** and Mr***, her partner, Guardian notified *** without delay and provided them with a copy of the complaintGuardian has been informed that *** reached out directly to Mr*** and Ms*** several times via telephone and email to discuss this matter furtherRegretfully, *** has been unable to reach Mr*** or Ms*** to date*** has indicated they need to speak directly with Mr*** for additional information before they are able to offer a resolution to Ms***’ complaint*** is a respected firm and Guardian is certain that *** will make every reasonable effort to resolve this complaint in a manner that is fair and reasonable to all partiesShould you wish to contact *** directly, they may be reached at: *** Security Management, Inc., *** *** *** *** *** *** ** ***. Telephone: ###-###-####.Thank you for the opportunity to provide Guardian’s responseShould you have any questions, please contact me directly at ###-###-#### Sincerely, April M***, Manager Dealer Operations

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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 I accept the one-time fee of $to correct the malfunctioning equipment with no extension in term
Regards,
*** ***