YMCA of Central Ohio

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 truly do not understand the process of this complaint format I have been told many different stories by many different people at this company, have been told many times that what I was stating was untruthful and now they are saying there was never any tape of the technician saying to someone at the company "I'm afraid we have another problem as the customer is right behind me and is aware of this." My friend was here at the time, remembers it exactly that way but according to the company, this never took place I have never been late on a payment auto deducted from my account for the last years months, my fico score this month is *** and I guess they feel as though I have nothing better to do than make up a story Someone from their legal department told me misinformation and telling me I was stating untrue facts have no consequences regarding any refund I do not believe I had coverage on my motion detector when I had my landline disconnected, they have changed their story time and time again and they have the tapes which do and "do not" exist I can assure you I did not make any of this up and am tired of their many deceptions.......I'm sure they will keep their A+ rating because I know longer want to deal with these unethical people.......
Regards,
*** ***

July 27,
Re: *** ** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and assist in facilitating resolution to his concerns
Mr
*** letter expresses dissatisfaction with the online access to his enrollment in Guardian’s auto pay programGuardian understands Mr*** frustration and offers the following explanation
Mr*** was enrolled in Guardian’s EZPay program at the time of his initial sales transaction with GuardianAs such, his enrollment was completed by Guardian on his behalfWhen a customer attempts to access their account as a “new user” for the first time after being enrolled by Guardian, an error message occurs which indicates the customer is already registered in the systemWhen this occurs, Guardian’s Customer Service Department can reset the password which will generate an e-mail to the customer with a temporary passwordUnfortunately at times, the e-mail with the temporary password is not immediately generated by the system which creates additional confusion and frustrationGuardian is aware of this delay with the website and is working on a new platform that will eliminate this problem
Additionally, in reviewing Mr*** account, it appears that several Customer Service representatives may have misunderstood the issues Mr*** was experiencing and were resetting the Customer Care website, not the billing websiteGuardian apologizes to Ms*** for any confusion and for the misinformation providedGuardian has used this instance to appropriately address the subject internally to ensure our representatives who handle such matters avoid such circumstances in the future
Upon receipt of your letter, a Guardian supervisor contacted Mr*** and offered the above explanationGuardian’s supervisor was able to successfully assist Mr*** in gaining access to his accountIn apology, Guardian offered to apply a credit to Mr*** account equal to six (6) months of monitoring servicesMr*** accepted the credit however reiterated his request to cancel his account
Respectfully, Guardian is unable to release Mr*** from his contractual obligation absent payment of an early termination feeGuardian apologizes to Mr*** for his frustration related to the billing issues however Guardian believes these issues to be fully resolvedGuardian successfully reinstated online access to Mr*** auto pay account and as a further gesture of good faith Guardian applied a credit to Mr*** account on July 20, equal to six (6) months of monitoring servicesMr*** has not reported any service issues and Guardian has received all regularly scheduled test signals from Mr*** system which would indicate his security system is functioning properly
Should Mr*** wish to cancel his account at the present time, the terms of his Monitoring Agreement (“Agreement”) with Guardian dated September 11, state he may do so by remitting an early termination feeThat amount is designated to be $As such, upon Guardian’s receipt of payment of $766.80, Guardian will cancel Mr*** account and he will be released from all remaining obligation under the Agreement
Thank you for allowing Guardian the opportunity to address Mr*** issuesShould you have any questions, please do not hesitate to contact me at ###-###-####, ext***
Sincerely,
Andrew *** Manager
Customer Service 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,
*** ***

July 7, 2016 Re: *** ** *** - Complaint #*** Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s most recent commentsAgain, Guardian apologizes that its efforts to satisfy Ms*** have not met her expectations With all due respect, Guardian is unwilling to accommodate Ms***’s request to accept the sum of $to cancel her accountGuardian previously offered to accept a 30% reduction to the early termination fee in the amount of $In a final good faith effort to resolve this matter, Guardian will renew its offer to accept payment of an early termination fee. Accordingly, upon receipt of payment of the reduced early termination fee of $487.00, plus any amount currently due on the account, Guardian will cancel Ms***’s account and she will be released from all remaining obligationThis offer shall remain available to Ms*** until close of business on July 21, after which it will be rescinded and Guardian will retain its right to pursue fulfillment of the full terms of Ms***s’s Agreement Should you have any questions, please contact me directly at ###-###-####, ext***Sincerely, Kathleen V***, DirectorAccount Management Department

January 23, 2017RE: *** ** ***, Case #***Dear Ms***: Thank you for forwarding Ms***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian sincerely apologizes to Ms*** for her recent experiencePrior to receipt of your
letter, Guardian’s Field Service Manager in Ms***’s area reached out and was able to resolve her concernsAdditionally, as a gesture of apology, Guardian has applied a credit to Ms***’s account equal to three (3) months of monitoring services. Please be assured that Guardian will continue to work closely with Ms*** to ensure that this situation is rectified to her complete satisfaction. Thank you for allowing Guardian to respond to this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext***. Sincerely, Andy A***, Manger Customer Service Department

September 26, 2014 Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** ** *** Case #*** Dear Ms*** Thank you for advising Guardian Protection Services, Inc(“Guardian”) of
the above-referenced complaintGuardian greatly values the opportunity to address and resolve Mr***’s concerns. Mr*** has expressed discontent related to the initial term of his Agreement with GuardianFor background, Mr*** originally met with Guardian in May to review products and services that were available for his new home, which was under construction at the timeAfter consideration, Mr*** engaged Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring servicesIn order to memorialize the specifics of his transaction, Mr*** executed a Monitoring and Repair Agreement (“Agreement”) on May 30, for an initial term of thirty-six (36) months commencing from the date of the activation of servicesMr*** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which outlined the thirty-six (36) month initial termMr*** also executed the Agreement by affixing his signature at the bottom of the form. Additionally, at the time of sale Mr*** was provided with three (3) full business days to review documentation as well as alter or cancel his decision with respect to any aspect of the transaction with GuardianMr*** did not alter or cancel the engagement of Guardian to provide and install security equipment and activate 24-hour monitoring services and therefore Guardian proceeded to fulfill its obligations as set forth in the Agreement On September 6, 2016, Mr*** informed Guardian that his sales representative was to contact him after the first year of service to determine if he wanted to continue monitoring servicesGuardian’s representative reviewed the Special Conditions section of Mr***’s Agreement and found the sales representative noted, “1st year free monitoringyear agreement.” Guardian’s representative relayed this information to Mr*** and provided a copy of the Agreement to Mr*** via email Upon further investigation, Guardian became aware that Mr*** executed an Addendum to his Agreement on July 31, which changed the initial term from 36-months to 12-months in exchange for a $installation fee. According to this Addendum, Mr***’s initial term expired on August 31, 2016. Guardian immediately reached out to Mr*** on September 20, to inform him of our findings and inquire if he would like to renegotiate his contract or if he wished to cancel his accountGuardian left a voicemail message for him on that date. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian made several further attempts to contact Mr*** via telephone however was unable to leave a voicemail message for him as his mailbox was fullGuardian also reached out to Mr*** via email however has not been able to connect with Mr*** to date. Based on the Addendum dated July 31, 2015, Guardian has reduced the initial term of Mr***’s Agreement from 36-months to 12-monthsMr*** is eligible to cancel his account should he wish to do soIf Mr*** would like to move forward with cancellation, Guardian requires that he contact us directly to finalize the cancellation process which includes obtaining his written consent to terminate 24-hour monitoring services Guardian is hopeful that the above information will satisfactorily resolve Mr***’s concerns. Guardian sincerely apologizes to Mr*** for any confusion related to the initial term of his Agreement. Thank you for allowing Guardian the opportunity to clarify this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext***. Sincerely, John T*** Manager Customer Service 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. However, please note that my husband did talk to someone from Guardian on 9/(Tuesday)The person said we would receive an email confirming the agreement to cancel our contract within hours but we still have not received the emailWe were waiting until after the holiday to contact you about this.Thank you for your attention and help with all of this!
Regards,
*** ***

Much of the information in the business's response is incorrect especially concerning contacting me/returning my calls. If it were true my security system would be installed and operating and I would not need a refund for four months without service. The business has terrible customer service and it should not take this long to schedule a technician to come out and service the security system. They have until August 31st to get a technician scheduled to ensure my security system is working properly and that a refund of payments for the past four months is sent to my current address
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

August 19,
RE: *** ***, Case #***
Dear MsCook:
Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr*** additional comments to the Revdex.com
While Guardian maintains its legal right to pursue fulfillment of the full terms of Mr*** Agreement, in good faith Guardian has agreed to release Mr*** from all remaining obligationUpon receipt of Mr*** written authorization, Guardian will cancel Mr*** accountThe balance due on Mr*** account will be waived and he will receive reimbursement for all amounts paid to dateI believe this should fully resolve Mr*** concerns
Should you have any questions regarding the above, please feel free to contact me directly 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 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have not received a copy of the contract that *** claims I signed agreeing to a year service policyMy understanding was that this was part of a promotional effort by Guardian to penetrate this area with their product due to new development and wanting to get a jump on new customersI knew I could not afford this service for a long period of time due to fixed income and thought it was a promotional time frameDue to health issues and limited income I do not have the funds to pay what *** is requesting
Regards,
*** ***

January 24, 2017Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s complaint. Guardian appreciates the opportunity to provide response and clarify this matter for all parties. Upon receipt of your letter, Guardian conducted a thorough review of Mr
***’s account and all telephone interactions(Due to the nature of Guardian’s business, all telephone calls are recorded.) Mr***’s letter states he was unaware he was extending the initial term upon upgrading his security equipment in September Respectfully, Guardian finds this statement to be inaccurateOur review into Mr***’s account revealed that Mr*** verbally acknowledged the new 36-month term twice during a telephone conversation with Guardian on September 2, Further, the Residential Addendum executed by Mr*** clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for months hereafter.” On January 13, with twenty-three (23) months remaining in the initial term of his Residential Addendum, Mr*** informed Guardian that he had moved from the monitored premises and the new tenants did not wish to utilize the security equipmentGuardian’s representative offered to transfer services to Mr***’s new home, however Mr*** declinedGuardian’s representative explained that an early termination fee was required to cancel the account at the present timeIn an earnest effort to assist Mr***, Guardian’s representative offered to reduce the initial term, or to accept a reduced early termination fee in the amount of $Guardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian made several attempts to contact Mr*** to discuss the concerns set forth in his complaintAs of this date, Guardian has been unable to speak to Mr*** directly. Respectfully, Guardian is unable to cancel Mr***’s account without further paymentGuardian’s records indicate Mr*** acknowledged his understanding of the initial term of the Residential Addendum both verbally and in writing. Guardian’s previous offers of a reduced early termination fee or a reduction of the initial term remain available to Mr*** should he so desireTo that end, Guardian will agree to accept the sum of $to cancel the account immediatelyAlternatively, Guardian will agree to reduce the initial term by ten (10) months, thus the initial term would expire on January 20, These offers are extended to Mr*** until close of business on February 24, after which they will be rescindedGuardian believes these offers to be fair and reasonable and remains hopeful Mr*** will concur. Thank you for allowing Guardian to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, John T***, Manager Customer Care Loyalty 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 It's unfortunate that it took a Revdex.com Complaint to get them to respond I have been dealing with these people since last spring when I knew I would be moving It's been like pulling teeth They never would close the account even though I agreed to continue paying the contract through December, 2015, the expiration date Good Customer Service is almost impossible to find in today's world!
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
Ms***, I am fully aware Guardian is offering equipment installation at no charge, which helps with the lack of communicating my options when moving However, I am very hesitant to sign any new contract with this company, due to lack of candor and what I believe are deceitful business practices As aforementioned, the Internet is full of complaints regarding this company, and I believe client satisfaction is NOT their goal Nearly all complaints are directed towards contracts, and clarity regarding these contracts Here is what I feel is a fair resolution I would like the same equipment installed as my previous home which included fire alarm sensors, and window breakage sensors All entry doors were armed of course, and garage door was armed as well Again, I would have brought all my equipment with me to avoid this whole situation, had I been advised this was an option Also, I do not believe signing a new contract is necessary, I would like my current contract to stay intact Lastly, I would like precise information on how I can assure my contract will not be extended after the remaining months If I need to send a certified letter days in advance, or whatever Guardian's terms are regarding termination of services after contract has been fulfilled At this point Guardian is welcome to pickup their equipment, as I will no longer have a need for it Again, my desire is to end my affiliation with Guardian I believe this is a fair resolution If Guardian does not agree, which I am sure they will not.....I would like this case to go into arbitration if possible I was advised by my local Revdex.com office that this is an option. Rather than listening to Guardian's terms, which felt like their resolution was my only choice, take it or leave it! I encourage your local office to look at just one of many, many websites that speak about the issues regarding Guardian's tactics regarding their contracts. It is overwhelming to see this information and would make anyone hesitant to deal with this company I will listen to what Revdex.com thinks is a fair resolution if Guardian does not agree to these terms.Thank you for listening, hopefully we can put this behind us For reference, one website to view ***Regards,
*** ***

From: *** * ***>Date: Sun, Nov 20, at 12:PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***.To: Revdex.com Cc: *** * *** ***Dear Revdex.com,I contacted a law firm and showed them the forged contract and this is what they had to say and because of the law firm response; please tell Guardian Protection that if they do not cancel the contract and zero out any balance due to them, I will contact the cALFIFORNIA DEPTOF CONSUMER AFFAIRS DUE TO FRAUD.LAWYER RESPONSE AFTER LOOKING AT CONTRACT(S) " I looked at the signatures and it does appear to be misspelled and the initials on the page bottom also appear to not matchThis would be a case of fraud in the contractIn the case of fraud, the defrauded party may rescind the contract and sue the wrongdoer for damagesIn your case that would be the home security/alarm company. What you can do is start an action based upon fraud, to recover all monies you paid to the company on the new contractIf the amount is under the small claims court amount you can start the action in small claims court in the county in which you reside.You should also file a complaint with the California Department of Consumer Affairs who regulates alarm home security companiesA complaint with the agency will go a long way with the fraud case. http://*** *r call them at ###-###-####.Before filing a small claim complaint, write a letter to the company stating that the contract is void because your signature is forged, and also indicate that you are filing a complaint with the California Department of Consumer Affairs and will proceed with a legal action in SCC if they do not cancel the contract."Again, if the Revdex.com would please send my response, I would appreciate itI want to cancel any/all contracts and have a zero balance due at this time or I will contact Consumer Affairs. Thank you for your time, attention and cooperation. *** * *** On Fri, Nov 18, at 6:AM, *** * *** ***> wrote:Dear Revdex.com,I need to add documents to my complaint that I just received via email from Guardian Protection Services but I don't know how to attach to existing complaint??It is very important that this new documentation is attached due to Guardian Protection Services said that I had signed a new contract when I moved to another address- which I adamantly deny that I signed anythingI know someone in their office forged my signature....the last name is not even spelled correctly ( I know how to spell my last name I have had it for decades) and the initials are not the same as the original contractThis definitely changes everything now that I have proof of unlawful deedsI will absolutely not pay this unscrupulous company another sent and I will be seeking to take this to the police since forgery has been done. Please see attached.....it is very obvious the docusign signature and initials have been forged.Sincerely,*** * ***

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 was enticed to switch from *** to Guardian with the promise of the security camera and lower paymentsThe camera is part of the sale and contracted service No one sold me a camera and then a security contractI was simply sold a security system with a camera that they could not support(And higher payments than ***)I feel this was not honorable nor is their resolution genuine.Their dropping the camera from my bill is appreciated but they only retain me by force as the disconnection fee is quite expensive(I should not pay a fee at all) I paid for a service that was not deliveredI was promised a service that included a cameraThey now say the camera is separate from the contracted security service but they can not separate themselves from what they sold and failed to deliver.
Regards,
*** ***

February 28, 2018Revdex.com of Western PennsylvaniaAttn: *** *** Holiday Drive, Suite 220Pittsburgh, PA 15220RE: *** ***, Case #***Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s concernsGuardian appreciates the
opportunity to clarify this matter and assist in resolving all issues for Mr***.Upon receipt of your letter, Guardian conducted a thorough review of the subject account including a review of all telephone calls(Due to the nature of Guardian’s business, all telephone interactions are recorded.) For background, Mr***’s original transaction with Guardian took place on May 10, at which time he executed a Monitoring Agreement (“Agreement”) to engage Guardian’s servicesThe initial term was defined in Section E of the Agreement as thirty-six (36) monthsMr***’s letter states he believed the initial term to be twenty-four (24) monthsPlease note, during the initial sales transaction Guardian conducts a recorded telephone conversation with the customer whereby the customer orally acknowledges specific information including the term of the agreement and the monthly rateGuardian’s research confirmed that Mr*** completed the telephone survey with Guardian on May 12, at which time he orally acknowledged the thirty-six (36) month initial termGuardian’s research also confirmed that the Agreement is signed and initialed by Mr*** in the specific areas that define the thirty-six (36) month termFinally, Guardian could find no evidence that Mr***’s sales consultant made other arrangements with Mr*** related to the initial term outside of the signed Agreement on fileGuardian apologizes to Mr*** for any confusionOn January 24, with sixteen (16) months remaining in the initial term, Mr*** informed Guardian that he had moved from the monitored premisesGuardian’s representative explained that time remained in the initial term and presented five (5) options to assist Mr*** in fulfilling the terms of the Agreement1) new homeowner/tenant takeover; 2) relocation; 3) 3rd party relocation; 4) combined agreement with another Guardian customer; or 5) early termination fee to cancelMr*** disputed the time remaining, stating he believed the initial term to be twenty-four (24) monthsGuardian’s representative reviewed the account and explained the initial term to be thirty-six (36) monthsGuardian’s representative also explained that Guardian’s standard agreement terms are sixty (60) months or thirty-six (36) monthsAfter consideration, Mr*** agreed to relocate and Guardian’s representative forwarded a new agreement to Mr*** via email for his signatureMr*** electronically executed the new Monitoring Agreement (“Relocation Agreement”) on January 24, The initial term of the Relocation Agreement was defined as thirty-six (36) monthsMr***’s system was installed and activated on February 17, Four (4) days following installation, Mrand Mrs*** contacted Guardian on February 21, and requested the cancellation of the accountMr*** stated he felt misled as it was not explained to him that the initial term of the Relocation Agreement would be thirty-six (36) monthsMr*** requested the cancellation of the accountGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian contacted Mr*** to review his concerns directlyDuring that conversation, Guardian’s representative reviewed with Mr*** the telephone survey completed at the time of his original transaction in May whereby he orally acknowledged the thirty-six (36) month termGuardian’s representative also confirmed that a review of Mr***’s call with Guardian on January 24, revealed that Guardian’s representative did explain that a standard agreement is a minimum of thirty-six (36) monthsGuardian’s representative apologized that Mr*** felt misled during the relocation process.In a good faith effort to earn Mr***’s satisfaction, Guardian has offered to reduce Mr***’s initial term to eleven (11) monthsMr*** accepted Guardian’s offer and expressed his satisfaction with this resolutionPlease note, Mr*** has acknowledged his understanding that he will need to contact Guardian to request the cancellation of his account at the expiration of his initial eleven-month termGuardian will not automatically cease services or billing on that dateGuardian is pleased to have resolved Mr***’s concernsThank you for informing Guardian of this matterShould you have any questions, please contact Guardian at *** ***Sincerely,Agency Complaint Response Team

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me And I truly appreciate the Revdex.com (Revdex.com) assistance with this matter
Regards,
*** ***

February 22, 2017 Dear Ms***: Thank you for forwarding Mr***’ complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to facilitate resolution of his concerns. Mr*** expressed dissatisfaction regarding billing statements
received for onsite service conducted at his residenceMr*** further stated that a Work Order received from the technician indicated that the service would be completed at no charge to Mr*** Upon receipt of your letter, Guardian conducted a thorough review of Mr***’s account including a review of the Work Order provided by Mr***As a result, Guardian confirmed onsite service was promised to be conducted at no charge to Mr***Guardian contacted Mr*** directly and explained that a credit has been applied to his account in the amount of $for the onsite service feesAn additional credit was placed to Mr***’ account equal to two (2) months of monitoring fees in apology for the error. Mr*** expressed his complete satisfaction with this resolution. Guardian sincerely apologizes to Mr*** for any inconvenience or confusion. Guardian values Mr*** as its customer and appreciates the opportunity to resolve this matter on his behalf Thank you for advising Guardian of Mr***’ concerns. Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, William K***, 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.The reason for my rejecting their offer is as below:1.) As stated on their response: "On February 3, 2014, Guardian spoke with Ms*** and offered an upgrade to her security system. During that conversation, Ms*** verbally acknowledged her understanding that she would be extending her contract by thirty-six (36) months in exchange for the equipment upgrade. Ms*** also verbally acknowledged that a new agreement would be forwarded to her via email for her review and electronic signature."They did not inform me in their phone conversation with me on Feb3, of the PENALTY charge for stopping the agreement early. When I received the agreement in the mail, this clause in the agreement was buried in fine print much further down the page. It was not evident to me that this would happen. I thought the "months" was their saying they would hold the monthly charges for that amount of time before going up in price.2.) I had been with Guardian since 2010, so any time restraints on the agreement is more than metIt was only an "upgrade" in 2014.3.) I had no idea that the downturn in my private finances was going to occur in Dec.2016. There was no provision for a bailout if this should occur. I am having to sell my house to reduce my expensesI had hoped that Guardian would simply thank me for the time I spent with them and wished me well in the near futureMaybe be able to use them as my security/alarm service when I got back on my feet. But, evidently, they would rather make it as difficult for me as they canI am very sorry for thatRegards,*** ***