YMCA of Central Ohio

May 12, 2017 Revdex.comAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** * ** *** Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of
Mr***’s complaint. Guardian appreciates the opportunity to facilitate resolution of his concerns While Mr***’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 Protection Source, 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 servicesMr***’s sales transaction, system installation and system activation process took place directly between Protection Source and Mr***Further, Mr***’s contractual arrangement is with Protection Source, not GuardianProtection Source is a separate and distinct company from GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of Protection Source, including security evaluations, sales processes, installation practices or any other aspects of Protection Source’s business Mr***’s letter expresses discontent related to the need for onsite service at his premisesUpon receipt of your letter, Guardian provided a copy of the complaint to Protection Source without delaySubsequently, Protection Source contacted Mr*** directly and offered to schedule onsite service, however Mr*** declined all offers of assistance at this time Protection Source remains willing to conduct onsite service at Mr***’s convenienceTherefore, Mr***, as a Protection Source customer, will need to direct any requests or disputes directly to Protection Source. Protection Source can be reached directly at: *** *** *** *** ** *** *** *** ** *** *** *** *** Thank you for allowing Guardian to clarify its role in this matterShould you have any questions, please feel free to contact me at *** *** Sincerely, April M*** Director Dealer Operations

From:

November 15, 2016 Revdex.comAttn* *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** * ** *** Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr
***’s complaint. Guardian values the opportunity to assist in facilitating resolution of his concerns Mr***’s letter disputes the automatic renewal of his contractOur records indicate Mr***’s initial transaction occurred on April 18, at which time Ms*** *** executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”)The initial term is designated as thirty-six (36) months Please note, all of the terms and conditions associated with the services to be provided are detailed in the Agreement, including but not limited to the Agreement’s automatic renewalSection E states, “The initial term of this Agreement is three (3) years commencing on the day service begins and will, to the extent permitted by law, automatically continue for successive three (3) year terms thereafter unless cancelled by either You or Us in writing at least thirty (30) days before the end of the initial term or any renewal term.” Guardian customers generally wish for their security services to continue beyond the initial termFor this reason the Agreement does not automatically terminate after the end of the initial termThe Agreement does provide the option to cancel within thirty days of the end of the initial term upon written request Upon receipt of your letter, Guardian contacted Mrand Ms*** to provide the above explanationDuring that conversation, Guardian agreed to cancel the account effective November 6, Mrand Ms*** expressed their satisfaction with this resolution Thank you for the opportunity to address this complaintShould you have any questions, please contact me at ###-###-####, ext***. Sincerely, John T***, Manager Customer Care Loyalty Department

October 17, 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. Mrand Mrs*** have disputed the cost to provide and install an additional keypad in the home in order for the siren to be audible in the basementGuardian has reviewed Mrand Mrs***’s account and offers the following information in response On October 6, 2016, Mrs*** contacted Guardian and stated that she wished for the siren to be audible in her basementGuardian’s representative explained that an additional keypad would need to be installed in order for the siren to be audible in the basementAn onsite service appointment was already scheduled to take place in Mrs***’s home later that day to replace a batteryGuardian’s representative offered to contact the technician scheduled to be in the home later that day and request that he give a demonstration of the keypad while onsite if he has the equipment on his truckGuardian’s representative further quoted the cost of the device to be $should Mrs*** wish to move forward with installationMrs*** disputed the cost and expressed that she would cancel her account if the device was not provided at no cost and if the device was not installed that day while the technician was onsite. In a good faith effort to satisfy Mrs***, Guardian’s representative offered to provide the device for $in exchange for a $1/month increase in her monthly rate, or to provide the device at no charge in exchange for a $2/month increase in the monthly rateMrs*** initially disputed the offers provided to her, however after consideration she agreed to a $2/monthly rate increase in order for the equipment to be provided at no chargeMrs*** also requested that the equipment be installed that same day while the technician was onsite. Pursuant to her request, Guardian immediately forwarded an Addendum to Mrs*** via email for her review and signatureThe Addendum defined that an additional keypad would be installed at no charge to Mrs*** in exchange for a rate increase from $54.99/month to $56.99/monthOur records indicate Mrs*** executed the document electronically and returned it to Guardian on October 6, at 11:27am ESTAs such, Guardian’s technician installed the new keypad that same day on October 6, Guardian received the subject complaint at 12:40pm on October 6, Upon receipt of the complaint, Guardian reached out and spoke with Mrs*** directly regarding her concernsDuring that conversation, Guardian explained that more than $5,of equipment was provided for Mrand Mrs*** during their upgrade in for a minimal deposit of $This investment was made by Guardian with the expectation to recover those costs over the ensuing initial term of Mrand Mrs***’s agreementUnfortunately, due to the substantial investment already made in Mrand Mrs***’s home, Guardian is not in the position to provide additional expensive equipment at no cost as Guardian will not be provided the opportunity to recover those costs during the initial termGuardian also explained to Mrs*** that she had verbally agreed to a $2/month rate increase to cover the upfront cost of the device, which was also clearly defined in the Addendum executed by Mrs*** on October 6, prior to the onsite service appointmentMrs*** disputed the information provided to her and declined to discuss this matter further. Based on the above explanation, Guardian is respectfully unable to waive the cost of the additional keypad as Mrs*** has requestedGuardian has made every reasonable effort to accommodate Mrs*** by providing and installing the additional keypad on very short notice and by agreeing to waive the cost of the device in exchange for a minimal increase in her monthly monitoring rateMrs*** provided both verbal and written acceptance of Guardian’s offer to install the device at no charge in exchange for a $2/month increase to her monthly monitoring rate prior to installation of the new keypadGuardian believes the resolution offered to Mrs*** was fair and reasonable to all parties, and remains hopeful the Revdex.com will concur. Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, John T***, Manager Customer Care Loyalty Department

July 13,
RE: *** ***, Case #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) in in receipt of the above-referenced complaintGuardian values the opportunity to address Mr*** concerns and clarify this matter for all parties
Mr
*** letters cites dissatisfaction that an early termination fee was required to cancel his account prior to the end of the initial term after he relocated from the monitored premisesGuardian has researched its records and offers the following in response
For background, Mr*** executed a Residential Sales and Monitoring Agreement (“Agreement”) with Guardian on October 3, The initial term of the Agreement was designated as a period of thirty-six (36) months
On June 1, with four (4) months left in the initial term of his Agreement, Mr*** informed Guardian that he was moving from the monitored premisesGuardian’s representative explained that an early termination fee was required to cancel at the present timeIn a genuine effort to assist Mr*** in fulfilling his obligation under the Agreement, Guardian’s representative explained that the new homeowner could activate services under a new Agreement which would relieve Mr*** from the remaining termMr*** stated he wished to contact the new homeowner and inquire if they might be interested in services
Guardian spoke directly with the new homeowner, *** ***, on June 3, Mr*** expressed interest in activating monitoring services and Guardian forwarded an Agreement to him for signatureShortly thereafter on June 22, 2014, Mr*** informed Guardian that he was no longer purchasing the homeGuardian relayed this information to Mr*** on July 1, at which time Mr*** remitted an early termination fee in the amount of $to cancel the accountGuardian received the subject complaint shortly thereafter
Mr*** letter states he “got someone to take over the services” and disputes payment of the early termination fee after the purchase of his home fell through, further stating, “This is not the deal specified in my contract.” With all due respect, Mr*** statements are inaccurateThe terms of Mr*** Agreement do not obligate Guardian to release Mr*** from the remainder of his contract because Mr*** initially expressed interest in activating monitoring servicesTo the contrary, Section of Mr*** Agreement clearly states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”
Guardian’s relocation policy is offered as a courtesy to assist customers in fulfilling their obligation under the AgreementGuardian does offer to cancel a customer’s remaining obligation if the new homeowner/tenant elects to activate monitoring services under a new AgreementHad Mr*** purchased the home and executed a Monitoring Agreement in his name, Mr*** would have been released from the remainder of the initial termUnfortunately, Mr*** did not purchase the home and Mr*** remained obligated to fulfill his AgreementMr*** did remit the early termination fee as designated in the terms of his Agreement and Guardian cancelled his account effective July 8,
Based on the above information, Guardian respectfully finds Mr*** request for a refund to be unwarranted
I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to respond to Mr*** complaintShould you have any questions, please contact me directly at (800) 533-4827, ext
Sincerely,
Kathleen Vinay, Director
Account Management Department

May 3,
Re: *** *** - Complaint #***
Dear Ms***:
Thank you for informing Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to address Mr***’s concerns
Upon receipt of your letter, Guardian conducted
a thorough review of Mr***’s recordsWhile Guardian maintains its legal right to pursue fulfillment of Mr***’s Agreement, in this instance and in order to facilitate swift resolution to this matter, Guardian will accommodate Mr***’s request to cancel his accountPrior to cancellation, Guardian must speak with Mr*** directly and must obtain his signature on the cancellation authorization documentMr*** may contact Guardian at his convenience to finalize the cancellation of the account and all 24-hour monitoring services
Thank you for informing Guardian of this matterShould you have any questions, please contact me 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 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 will pay the agreed upon amount, a little over $200, as soon as it is reflected as such on my online account.
Regards,
*** ***

May 23, Revdex.com of Western Pennsylvania Attn: *** *** Holiday Drive, Suite Pittsburgh, PA RE: *** *** * *** ** *** Dear Ms***: Thank
you for advising Guardian Protection Services, Inc(“Guardian”) of Ms***’s complaintGuardian understands that Ms*** experienced a traumatic event and extends its sincerest condolences. Upon receipt of your letter, Guardian reached out to Ms*** to address her concerns directlyDuring that conversation, Guardian’s representative assured Ms*** that Guardian will work with her to reinstall security equipment once renovations on her home are completeGuardian’s representative also confirmed that billing of Ms***’s account has been frozen for a period of six (6) months while the home is under constructionGuardian will touch base with Ms*** in June to determine if the renovations on the home are complete or if Ms*** needs to extend the account freezeMs*** has expressed her satisfaction with the above information and has indicated that all concerns have been addressed Thank you again for advising Guardian of Ms***’s concernShould you have any questions, please contact me directly at *** *** *** *** 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.
Regards,
*** ***

January 21,
Revdex.com of Western Pennsylvania
Attention: *** ***
Holiday Drive, Suite
Pittsburgh, PA
Re: *** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaint
Guardian values the opportunity to provide response and clarify this matter for all parties
Our records indicate Ms***’s initial transaction with Guardian occurred on June 8, at which time she executed a Monitoring Agreement (“Agreement”) to engage monitoring servicesThe initial term is designated as twelve (12) monthsMs***’s existing system was activated by Guardian on July 3,
Ms***’s letter asserts she experienced alarms from a door which did not properly latch, thus generating unnecessary police response due to a “faulty alarm system.” She has also “recommended” that Guardian “attempt to resolve alarm problems that result in the unnecessary time and investigation of the police.”
With all due respect, Guardian is unable to control circumstances such as a faulty door at the premises which affect the operation of the systemNotwithstanding, had Ms*** informed Guardian that the door latch was defective and generating alarms, Guardian would have assisted her in bypassing that door sensor until such time that she could have made repairs to her doorAdditionally, Guardian’s records indicate no trouble alerts from this door sensor to indicate a “faulty alarm system.” To the contrary, whether the door was opened purposely or became ajar due to a defective latch, our records indicate the device properly detected all signals
Ms*** has also expressed discontent related to unnecessary police responsesGuardian’s records indicate the police were dispatched on three (3) occasions
On September 16, 2012, Guardian received a “duress” signal, immediately followed by an intrusion signal from the “rear slider” doorA “duress” signal is designed to notify Guardian that a user needs immediate police assistance without alerting a third-party who may be present at the monitored premisesA pre-determined code is entered by the user at the keypad which results in the system being disarmed but also immediately notifies Guardian that assistance is neededAccordingly, upon Guardian’s receipt of the “duress” signal from Ms***’s system on September 16, 2012, Guardian immediately contacted the local police departmentAfter thorough analysis of the account, it was determined that Guardian’s response to this signal was not only consistent with Ms***’s best interests and life safety in mind, but also consistent with security industry standards and response protocol established for that signal type
On September 25, 2012, Guardian received an intrusion signal from the “rear slider” doorPursuant to the Emergency Notification Call Sequence instructions provided by Ms***, Guardian attempted to contact Ms*** on three (3) different telephone numbers to verify whether the signal received was or actualAfter being unable to reach Ms*** via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms***
On February 3, 2013, Guardian received an intrusion signal from the “front door.” Pursuant to the Emergency Notification Call Sequence instructions provided by Ms***, Guardian attempted to contact Ms*** on three (3) different telephone numbers to verify whether the signal received was or actualAfter being unable to reach Ms*** via telephone, Guardian contacted the police department pursuant to the dispatch instructions provided by Ms***
Based on the above information, we have determined that Guardian performed its duties accurately and responded properly and immediately to the alarm signals that were received
Ms*** has also asserted that she experienced two (2) alarm events related to the smoke detection device in the home which were the result of the use of a fog machine in her homeGuardian has carefully reviewed its files and only has record of one event, on October 19, 2012, at which time Guardian received an alert from Ms***’s 2nd floor smoke detectorImmediately upon receipt of the signal, Guardian contacted Ms*** and was informed that the fog machine had tripped the smoke detectorMs*** requested assistance in powering down the system however disconnected the call before Guardian’s representative could provide further assistance
On November 27, 2012, Guardian spoke with Ms*** regarding the status of her accountMs*** disputed receipt of monthly billing statements, stating she’d had services “shut off” due to the alarm from the smoke detector on October 19, Guardian’s representative transferred Ms***’s call to another department for further assistance, however the call was abruptly disconnected
On January 11, 2013, Guardian spoke with Ms***’s husband, Mr*** ***, who stated he believed the account had been cancelledGuardian’s representative explained that the account remained active and within the initial term of the Monitoring AgreementMr*** stated Ms*** would contact Guardian directly to discuss this matter further
On January 28, 2013, Guardian spoke with Mr*** who again disputed receipt of invoices for monthly services, stating Ms*** had cancelled the account in October Guardian’s representative reviewed the phone call which took place with Ms*** on October 19, (please note that all telephone calls and customer interactions are recorded) and explained that no cancellation request was discussed at that timeMr*** stated they no longer use the security system and requested to cancelGuardian’s representative explained that Ms*** remained within the initial term of her Agreement and the account could not be cancelled absent payment of an early termination fee
On March 4, 2013, Guardian placed Ms***’s system out of service due to the status of her account
Guardian received no further contact from Ms*** until January 4, at which time she expressed interest in having monitoring services reinstatedGuardian’s representative explained that services could not be reactivated until the past due balance was paid in fullMs*** disputed the outstanding balance stating she had called numerous times to cancel due to the alarm generated by the fog machine used in her homeMs*** further disputed the outstanding balance stating she did not have use of services during that timeframeThe call was abruptly terminated before Guardian could offer any further assistanceGuardian received the subject complaint shortly thereafter
Upon receipt of your letter, Guardian reached out to Ms*** to review her concerns directlyUnfortunately, Ms*** has declined to speak with Guardian regarding this matter
Ms*** has disputed the charges associated with monthly monitoring services as she “did not have use of services” during that timeframe, also citing dissatisfaction with the alarm generated by the fog machine used in her homeAdditionally, Ms*** and Mr*** have asserted that they did not arm the system subsequent to the alarm event on October 19, Guardian has reviewed its records and found these assertions to be inaccurateGuardian continued to provide all 24-hour monitoring and related services pursuant to the terms of the Agreement until services were discontinued due to account status on March 4, Additionally, Guardian received and responded to an intrusion signal from Ms***’s residence on February 3, 2013, which would indicate that Ms*** was in fact still using the system as the intrusion signal would not be transmitted to Guardian without the system being properly armedFinally and as stated above, Guardian is unable to control circumstances at the premises which affect the operation of the system, such as the use of a fog machine in the home
Based on the above information, Guardian finds Ms***’s request to waive the past due balance and remove said amount from her credit report to be unwarranted at this timeGuardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related services during the timeframe stated aboveGuardian is entitled to payment for those services accordingly
I am hopeful the above information has assisted to clarify this matter for all partiesThank you for advising Guardian of this issueShould you have any questions, please 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.I do not agree with the write up and the explanation. I did send in the cancellation. I have agreed to pay to settle this but this does not resolve my complaint against the company. I want this logged in as a valid complaint against them
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,
*** ***

May 11, 2017 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 in hopes of assisting Mr***. 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 Mr***Please note that 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 business Upon receipt of Mr***’ letter, Guardian provided a copy to AMP in an attempt to facilitate resolution of his concernsIn response, AMP provided Guardian with the following information: 3/20/2017: AMP spoke with Mr*** who requested an onsite service appointment after 5:00pmMr*** indicated that he needed to change his cell unit network from Verizon to AT&TAn appointment was scheduled for 3/29/from 5:00-7:00pm. 3/29/at 3:pm: AMP contacted Mr*** to advise that the service appointment would need to be rescheduledAMP’s scheduling department could not reach Mr*** and left a voicemail message 3/30/2017: AMP’s scheduling department left a voicemail message for Mr*** 3/31/2017: AMP reached Mr*** who advised that someone had already taken care of his needs and he no longer needed assistance 4/17/2017: AMP spoke with Mr*** who expressed frustration that his system wasn’t workingAMP scheduled onsite service for Saturday, 4/22/ 4/22/at 1:pm: Mr*** contacted AMP to cancel the service appointmentMr*** stated he would reschedule with AMP at a later date Upon receipt of the complaint, AMP made numerous attempts to contact Mr*** to schedule onsite service however AMP has not been contacted by Mr*** to dateAMP has informed Guardian that they remain willing to schedule onsite service to inspect Mr***’ system and replace any defective equipment, however based on the above information, AMP has respectfully declined Mr***’ request to cancel the accountShould you or Mr*** wish to contact AMP directly, they may be reached at: AMP Security, LLC, *** * *** ** *** *** ** *** *** *** ***. Thank you for allowing Guardian the opportunity to clarify this matterShould you have any questions, please contact me directly at *** *** Sincerely, April M***, Director Dealer Operations

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 spoke with Marie at Guardian Protection on 02/08/and she assured me that your system indicates that You will release me from the contractI spoke to Karina at Skyline security on 02/08/and she told me Only Guardian will be responsible for the early termination fee
Regards,
*** ***

May 5,
RE: *** *** - Complaint ID #***
Dear Ms***
Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Upon receipt of your letter, Guardian contacted Mr*** to discuss his concerns directlyDuring that conversation,
Guardian’s representative explained to Mr*** that his automatic payments were not pulling properly due to a missing field in the billing portion of his accountThe error has since been correctedGuardian’s representative apologized to Mr*** for the inconvenience and further assured Mr*** that no issues existed with his monitoring services
Mr*** requested the cancellation of his account and has submitted the required written documentation to finalize that requestAs such, Guardian will cancel Mr***’s account effective May 13, Upon cancellation, Guardian will no longer to respond to any signals received from Mr***’s residenceAdditionally, Mr*** will receive no further billing statements from Guardian
On behalf of Guardian, I would like to thank Mr*** for his businessShould he desire security services in the future, it is our hope that he will consider using Guardian again
Thank you for allowing Guardian to address this matterShould you have any questions, please 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,
*** ***

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,
*** *** ** ***

I can’t even get in touch with themThis is what happens when I try to call ***, who never did answer my emailsI get lied to and then threatened with the policeYet I’m being forced to still do business with them?
---------- Forwarded message ----------
From: *** ***
Date: Wed, May 18, at 2:PM
Subject: Re: Guardian Protection Services
To: "V*** Kathleen J." , *** ***
Hi ***,
I'm trying to reach you and your staff told me you were:
Aon a call
Bin a conference
Now, when I call, they act like they can't hear me and tell me they're tracing the number and sending it to the policeIs this how you do business? Three different people - Jessica, Sandra and TheresaThis is exactly why I'm skeptical
I asked to speak with a manager above you and shockingly, you're the top one in the office? I can't believe that
From what I saw on the actual reviews this is fairly common
Again, I am willing to work with *** *** at the discounted rate we were offered, but I want to be sure there is a bonded tech coming to install the systemFrom what I read, they aren’tIt’s uncomfortable to know there is no protection from a possible shady situationI will continue to work with *** ***, as this was an offer made by *** verbally on the phone and Kathleen V*** of GuardianYet, I can’t get a return email?
I will not pay anybody $for this ridiculous treatmentI have also been out of town
'Guardian remains willing to assist Mrand Mrs*** *n scheduling onsite service with *** *** to relocate the ***’ security system*** *** has authorized a lower monthly rate of $34.95/month with three (3) months of services at no charge in exchange for relocationAlternatively, should Mrand Mrs*** wish to cancel their account, *** *** has authorized a discount of the early termination fee from $1,to $Guardian believes the above offers presented by *** *** to be fair and reasonable and remains hopeful that Mrand Mrs*** will concurThese offers are extended until close of business on May 31, after which they will be rescinded.'

October 18, 2016 Revdex.comAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** ** *** * ID #*** Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s additional comments. Guardian values the opportunity to provide response As you may recall, Mr***’s sales transaction, system installation and system activation process took place directly between *** *** and Mr***; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr***’s contractual arrangement is with *** ***, not GuardianGuardian is simply an agent for *** *** to provide 24-hour monitoring and related services for *** *** customers. Immediately upon receipt of Mr***’s most recent letter, Guardian provided a copy to *** *** without delay*** *** has reviewed Mr***’s letter and his account information in response to his concerns. Respectfully, *** *** has informed Guardian that they remain unable to cancel Mr***’s account absent further payment. The offers previously presented to Mr*** remain available to him should he so desireTo reiterate, Guardian and/or *** *** would be pleased to dispatch a technician to Mr***’s home to replace the panel battery at no charge to himAdditionally, Guardian and/or *** *** also remains willing to reduce Mr***’s monthly monitoring rate from $52.99/month to $46.99/month for the remaining fourteen (14) months in the initial term of his Agreement which expires on December 6, These offers shall remain available to Mr*** until close of business on November 17, after which they will be rescinded Thank you for providing Guardian the opportunity to address Mr***’s additional concernsShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, John T***, Manager Customer Care Loyalty Department