YMCA of Central Ohio

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

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,*** ***

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

March 15,
Re: *** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of Ms***’s additional commentsIn an effort to clarify this matter for Ms***, Guardian offers the following information
Upon receipt of Ms***’s original complaint, Guardian reviewed all telephone calls from the service technician (Grant) while he was onsite at Ms***’s residence on February 12, Guardian’s records indicate that the technician contacted Guardian and spoke with several representatives regarding the motion sensor installed in Ms***’s homeGuardian’s research revealed that the technician erroneously stated that the motion sensor was never connected to the system at the time of install and further erroneously stated the motion sensor had never functionedGuardian’s technician made this statement over the telephone to several Guardian representatives
While the technician was onsite, Ms*** has stated that she overheard the technician speaking to Guardian representatives and further heard the technician state, “I’m afraid we have another problem, the customer is right behind me and is aware of this.” Guardian carefully reviewed all telephone calls between the technician and Guardian representatives and found no record of the technician making this statement or any other statement of that natureAt no time did the technician give the impression he was attempting to conceal any issue or his concern from Ms*** while onsite
Again, Guardian apologizes to Ms*** for any confusion stemming from her conversations with the service technicianPlease note that Guardian intends to use this example as a training tool to ensure this situation will not occur again in the future with both this technician and all techniciansRespectfully, at no time was Guardian attempting to “blame the technician” as asserted by Ms***The above explanation is provided simply to clarify the original source of any confusion
Ms*** has also expressed dissatisfaction with telephone interactions with Guardian representatives, specifically Sarah and FelipeGuardian did review all telephone calls associated with Ms***’s account, including those with Sarah and FelipeWith all due respect, Guardian found no record of Ms*** being informed by Sarah or Felipe that her motion sensor ceased working when she cancelled her landlineFelipe did indicate he wished to research her account further to determine if the motion sensor was only connected to her landline, but that he could not answer that question without conducting further research first
Finally, and with all due respect, at no time has Guardian been dishonest or disrespectful with Ms***, nor has Guardian avoided an explanation as she has assertedMs*** has also stated that Guardian did not provide this information to her until after receipt of the Revdex.com complaintRespectfully, this statement is falseMs*** did speak with a Guardian supervisor, Fernando, on February 28, who provided the full explanation as stated in Guardian’s original responseAt the end of that telephone conversation, Ms*** stated she was satisfied with the explanation provided, however she intended to file a Revdex.com complaint regardless
It is Guardian’s determination that every reasonable effort has been made to address Ms***’s concerns and answer all questions posed related to this matterAgain, Guardian sincerely apologizes for any misinformation provided in the pastNotwithstanding, Guardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system at the time of installation and continued to transmit signals to Guardian, as evidenced by alarm signals received from the motion sensor which resulted in Guardian dispatching the authoritiesUpon notification from Ms*** that the motion sensor may be causing alarms, Guardian scheduled onsite service to inspect the deviceGuardian regrets that the service appointment could not be conducted as scheduled but did offer to reschedule at Ms***’s convenienceUnfortunately, Ms*** declined to reschedule the onsite service appointment to evaluate the motion sensor, which is clearly outside of Guardian’s control
It is for the above reasons that Guardian maintains its position that a refund cannot be provided as Ms*** has requestedGuardian has at all times honored its obligations under the AgreementGuardian’s previous offer to apply credits to the account and/or accept Ms***’s cancellation request prior to the end of the initial term remain available to herGuardian believes these offers to be fair and reasonable and remains hopeful that Ms*** will concur
I am hopeful the above information has further clarified this matter for Ms***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
This is incredibly frustrating I will seek damages through alternative measures, implicating both parties, since both are on my contract Also, it is a bold face lie about the contact prior to Aug 3,I have a year and a half AFTER I noticed the damages There are many alternative methods I will utilize to my full advantageAndy A*** has lied about this situation, and or the administration below him has enabled this outcome *** ***, Inchas cowardly sat by and never called, or contacted me, but left Guardian Protection purposely dangling in the wind, so says Andy A***This is just not adding up
Regards,*** ***

December 22,
Revdex.com of Western Pennsylvania
Attn: *** ***
Holiday Drive, Suite
Pittsburgh, PA
RE: *** ***, Case #***
Dear Ms***:
Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian
welcomes the opportunity to address Mr***’s concerns
Upon receipt of Mr***’s complaint, Guardian conducted a thorough review of his accountOur records indicate Mr***’s initial transaction with Guardian occurred April 1, 2015, at which time he executed a Residential Monitoring Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was clearly designated as a period of sixty (60) monthsMr*** acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mr*** also executed the Agreement by affixing his signature at the bottom of the form
A “Notice of Cancellation” form, which bears Mr***’s signature, was also provided at the time of saleThis form serves to document that Mr*** received three (3) full business days to review his transaction and related paperwork to contemplate his decision to engage Guardian for the initial term periodDuring that timeframe, Mr*** possessed the option to cancel his transaction with no further obligationMr*** did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement
Upon receipt of the subject complaint, Guardian contacted Mr*** to discuss his concerns directlyIn a good faith effort to bring swift resolution to this matter, Guardian has agreed to reduce the initial term of Mr***’s Agreement from sixty (60) months to thirty-six (36) monthsMr*** has expressed his satisfaction with this resolution
Thank you for allowing Guardian the opportunity to resolve this matter for Mr***Should 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 find that this resolution is satisfactory to me.
Regards,
*** ***

November 5,
Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr***s additional comments dated October 23, Guardian has provided Mr*** with a number of options available to him, including cancellation of his account, in an effort to satisfy his concerns in a manner that is fair and reasonable to all partiesGuardian regrets that its efforts to resolve this matter have not met Mr***s expectations
On November 5, 2015, I reached out to Mr*** directly to discuss his concernsAs a final good faith gesture to bring this matter to a close, I informed Mr*** that Guardian will agree to accept a reduced early termination fee in the amount of $to cancel his accountThis offer is extended to Mr*** until the close of business on December 5, after which it will be rescindedIf Guardian does not receive payment of $prior to close of business on December 5, 2015, Guardian will reserve the right to pursue fulfillment of the full terms of Mr***s AgreementMr*** acknowledged his understanding of the offer presented to him and expressed that he wished to review the offer with his wife before making a final decision
Thank you for informing Guardian of Mr***s commentsShould you have any questions, please 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowStatjng that I never called to cancel is in correct I have phone records of the calls made to Guardian ProtectAlso I have made serval attempts before September to contact themThere records must only go back to September 2017? That funny because I been a customer since not willinglyI would suggest again for them to puthere records again Bc I also had a service call in as wellAgain they take no responsibilityIf they don’t pickup the phone how can customers cancel? If they don’t document correctly how is the customer ever going to be right? If they refuse to cancel your service and blaming it on a contractor Skyline then why do they do busy with them? I called both Skyline and Guardian Protection to cancel my servicesWith the allotted time and was not able to cancel service due to being out of the three days that they con you intoBut when I was sold the product they said the contract says days but I really have days to cancel? Again shady business by the two companiesYes I would like to cancel my services before they makeup another rule that if I don’t cancel I’ll be stuck in another years contractAnd also by the way you legitimately can’t hold me to a contract any longer because remember it all started Bc you would not direct me to customer customer but instead direct me to a Delinquent account lineAnd they are only open until 5PM EST and of course I would never be able to call because I’m PST and actually work to pay billsLong story short! Cancel my services on April so that I fulfill the contract I tried to cancel months agoHope the my contract with you made you other customer that will never do business with you againYou have my full permission to cancel my contractI do not wish to be contact by you any longer and wish you respect thatDue to this dissatisfacting relationship.
Regards,
*** ***

December 17,
Revdex.com of Western Pennsylvania
Attn: *** ***
*** *** *** *** *** *** ** ***
RE: *** ** ***, Case #***
Dear *** ***:
Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian
realizes and respects the sacrifices made by military personnel and would like to thank *** *** for his business as well as his military service to protect our nation
Guardian is deeply concerned with *** ***’s expressed discontentment relating to an interaction with a Guardian representativeGuardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive mannerAs a routine course of its business, Guardian records telephone calls to be used for quality assurance measurement and on-going employee coaching and developmentGuardian’s research into this matter is continuing*** *** may be assured that should Guardian find the interaction to which he referred in his complaint does not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take appropriate measures including disciplinary action
Upon receipt of your letter, Guardian contacted *** *** to review his concerns directlyDuring that conversation, Guardian’s representative offered to waive the $relocation fee and schedule a technician to activate *** ***’s system at no charge to him in exchange for a new 34-month AgreementGuardian’s representative further explained that should *** *** move again in the future, Guardian will offer to relocate his service again and provide a base package at no charge in exchange for execution of a new 60-month Agreement*** *** accepted Guardian’s offer and expressed his satisfaction with this resolution
Thank you for the opportunity to respond to *** ***’s complaintShould you have any questions, please contact me directly at *** *** *** ***
Sincerely,
Kathleen V*** Director
Account Management Department

Good Morning, concerning my complaint against Guardian Protection Agency I would like to accept their offer of buying out my contract in the amount of $If they could send a statement I will provide a check in that amountMy original account was set -up with automatic withdrawal from my checking accountI am hoping they will do the honorable thing and stop removing money from my account. Thank You, *** ***

May 10,
Re: *** ** *** - Complaint #***
Dear Ms***
Thank you for informing Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to clarify this matter and assist in facilitating resolution
For background, Ms***’ account came to Guardian by way of an authorized dealer of Guardian known as *** Technology Solutions (“***”)As such, all aspects of Ms***’ sales transaction and system installation took place directly with ***, not GuardianIn order to establish a Guardian account for Ms*** and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***All such required paperwork was provided thereby facilitating activation of Ms***’ services and subsequent billings
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
Our records indicate that Ms***’ original transaction with *** occurred on June 2, at which time she executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with *** in order to engage monitoring servicesThe initial term is designated as five (5) yearsMs*** acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “The initial term of this Agreement is five (5) years.” Ms*** also executed the Agreement by affixing her signature at the bottom of the form
Additionally, Ms*** was provided with (3) full business days to review, alter or cancel her transaction with *** at the time of saleMs*** did not alter or cancel the engagement of *** therefore *** proceeded to fulfill its obligations as set forth in the AgreementOur records indicate *** installed and activated Ms***' system on June 4,
On April 11, 2016, Ms*** requested the cancellation of her accountGuardian’s representative explained that thirty-eight (38) months remained in the initial term of Ms***’ Agreement and that she was ineligible to cancel the account absent payment of an early termination feeGuardian received the subject complaint shortly thereafter
Upon receipt of your letter, Guardian spoke with Ms*** regarding the concerns set forth in her complaintIn a genuine effort to assist Ms***, Guardian’s representative offered to accept a drastically reduced early termination fee in the amount of $(originally $2,033.15)Ms*** declinedGuardian’s representative also offered to install a smoke detector on every floor, and a carbon monoxide detector all at no chargeMs*** declined this offer as wellMs*** informed Guardian that the security system is in proper working order; however she is experiencing financial issues and simply wants to cancelAs a courtesy, Guardian’s representative applied a credit to Ms*** account equal to two (2) months of monitoring servicesMs*** accepted the credit however stated she remained dissatisfied and further stated she felt that Guardian was not fulfilling the request stated on her complaint
Ms*** has requested to cancel her contract upon remittance of a “reasonable termination fee.” Respectfully, Guardian has made every reasonable effort to accommodate that request by offering to accept a 60% reduction to the early termination fee designated in the terms of her AgreementGuardian is unable to reduce the early termination fee any further without suffering a financial lossGuardian believes the offer to accept $to be fair and reasonableIn a further effort to assist Ms***, Guardian is willing to accept payment of $in four (4) monthly installments of $until paid in fullThis offer shall remain available to Ms*** until close of business on June 7, after which it will be rescinded
Thank you for informing Guardian of this matterShould you have any questions regarding the above, please do not hesitate to contact me at ###-###-####, ext***
Sincerely,
Andrew A***, Manager
Customer Service Department

May 23, 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 complaintGuardian values the opportunity to provide its response in hopes of clarifying this matter for all parties Mr*** has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panelWhile Mr*** may be technically proficient and capable in such matters, Guardian politely declined to provide such due to the sensitivity of this proprietary informationThe use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the systemAccess and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting alarms whereby police, fire and/or medical authorities may be needlessly summonedManufacturers of electronic security products design their control panels to utilize such codes for these reasonsThe programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company Additionally, please understand that the proprietary code utilized by Mr***’s system is also used by many other Guardian customersReleasing this programming code to Mr*** places other Guardian customers in a vulnerable positionAccordingly, Guardian cannot release this code to Mr*** in order to protect the integrity and safety of other Guardian customers as well as the security of Mr***. Mr***’s letter also asserts that Guardian is not “compliant” by declining to provide the programming code to his security systemRespectfully, Mr***’s assertion is inaccurateSection of Mr***’s Agreement states, “Upon payment of the applicable Fees, You will own the system, except for the control/transmitting device which contains Our proprietary data and which We will always own.” I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr***’s complaint. Should you have any questions, please feel free to contact me at *** *** *** *** 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 would like to see a copy of the month contract I signed in September of before I accept any of the before mentioned deals from Guardian.Regards,*** ***

November 14, 2016 Revdex.com of Western PennsylvaniaAttn: *** *** *Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** Case #*** Dear Ms***: Thank you for forwarding Ms***’s complaint to Guardian Protection
Services, Inc(“Guardian”)Guardian values the opportunity to provide response and facilitate resolution of her concerns Ms*** has expressed dissatisfaction regarding a refund for a camera system she purchased from Guardian which she later decided not to have installed. Upon receipt of your letter, Guardian contacted Ms*** to discuss her concerns directlyDuring that conversation, Guardian’s representative explained that the $electronic payment she remitted for the camera system was reversed on November 7, Accordingly, no further refunds are due to Ms***In apology, Guardian’s representative applied a credit to Ms***’s account equal to one month of monitoring servicesMs*** expressed her satisfaction with this resolution. Again, Guardian sincerely apologizes to Ms*** for any confusion or inconvenience related to this matter. Thank you for informing Guardian of Ms***’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager

September 7, 2016 Revdex.com of Western PennsylvaniaAttn: *** *** *Holiday Drive, Suite 220Pittsburgh, PA 15220 RE: *** *** Case #*** Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’ additional concernsGuardian sincerely apologizes to Mr*** for the ongoing issues related to the doorbell unitGuardian has reached out to ***, the manufacturer of the doorbell unit, for assistance in troubleshooting the device and we are currently awaiting ***’s responsePlease be assured that Guardian will continue to work closely with Mr*** until this issue is resolved to his complete satisfaction Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

March 4,
Re: *** *** - Complaint #***
Dear Ms***:
Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian values the opportunity to provide response and clarify this matter for all parties
Ms***’s account came to
Guardian by way of an Authorized Dealer known as *** Security, LLC (“***”)As such, all aspects of Ms***’s sales transaction and system installation took place directly between *** and Ms***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
Our records indicate that Ms***’s original transaction with *** occurred on June 2, at which time she executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with *** in order to engage monitoring servicesThe initial term of the Agreement was for a period of sixty (60) monthsMs***’s system was installed and activated by *** on June 8, Prior to departing the residence, ***’s technician tested all devices, including the Zone motion sensor, and confirmed receipt of all signals in Guardian’s central monitoring station
Ms***’s letter indicates that a Guardian service technician informed her that the Zone hard-wired motion sensor was never connected to the security system at the time of sale with ***In response to Ms***’s concerns, Guardian conducted a thorough review of her accountOur investigation into this matter continuesGuardian apologizes to Ms*** for any confusion and/or misinformation providedGuardian will address this matter directly with the service technician and will use this instance to appropriately address the subject internally to ensure our technicians avoid such circumstances in the future
For background, our records indicate that Ms***’s system was designed to transmit signals to Guardian via her telephone landlineMs***’s system also included a backup cellular communication device to transmit signals in the event her landline could not communicateMs*** has expressed concern that upon cancellation of her home landline, security devices were rendered unable to communicatePlease be assured that all security devices in Ms***’s home, including the Zone motion sensor, continued to properly transmit signals to Guardian via the cellular radio
Subsequent to activation of Ms***’s system on June 8, 2011, Guardian received alarm signals from the Zone motion sensor on two (2) occasions, October 25, and October 31, During both alarm events, Guardian dispatched the authorities in response to the signals received from the Zone motion sensorThis would clearly indicate that the motion sensor was, in fact, connected to the security system and sending proper signals to Guardian’s monitoring station
After the authorities were dispatched on October 31, 2013, Ms*** contacted Guardian and expressed concern that the motion sensor was creating alarmsIn a genuine effort to assist Ms***, Guardian’s representative suggested that Ms*** change batteries in the device or ensure that no cobwebs were interfering with the motion sensorGuardian’s representative also offered to schedule onsite service to inspect the device however Ms*** declined at that time
On November 24, 2013, Ms*** requested onsite service to inspect the Zone motion sensorA service appointment was scheduled for December 10, Unfortunately, Guardian was unable to complete the service appointment as scheduled due to the service technician becoming illGuardian contacted Ms*** to reschedule the service appointment however Ms*** indicated she would call back at a later time to rescheduleGuardian received no further contact from Ms*** related to the motion sensor
On February 12, 2016, Guardian conducted onsite service to upgrade Ms***’s security panel from 2G to 4GDuring that service appointment, Guardian’s technician replaced the Zone motion sensor at no charge to Ms*** upon learning that the device was not compatible with the new security panelGuardian received the subject complaint shortly thereafter
Upon receipt of the complaint, Guardian contacted Ms*** to provide the above explanationGuardian’s representative assured Ms*** that the motion sensor was connected to the system at the time of activation and that the device continued to transmit signals with the cellular communication device after she had cancelled her landlineGuardian’s representative also explained that Ms***’s original system, the Lynx 3000, allowed for one hard-wired device, which was the Zone motion sensorWhen Ms***’s Lynx panel was upgraded to the Lynx panel on February 12, 2016, the hard-wired motion sensor was replaced with a wireless device in order to be compatible with the new panelGuardian’s technician replaced the motion sensor at no charge to Ms*** in good faith
Guardian’s representative also reviewed with Ms*** the alarm signals received from the motion sensor in 2013, which would clearly indicate the device was transmitting signalsMs*** stated she was previously informed that the device did not work because she had cancelled her landlineGuardian’s representative assured Ms*** that the motion sensor is tied to the keypad/panel, not the landlineShould the motion sensor activate, any corresponding signal is sent to the keypad/panelThe keypad/panel then attempts to transmit the signal via the landlineIf the landline is unavailable, the signal is then transmitted to Guardian via the cellular radio
Guardian’s representative also explained that Guardian’s previous offer to apply a two-month credit to the account was a good faith gesture made in apology for any misinformation provided and in an effort to regain Ms***’s satisfactionMs*** disputed this information, stating she does not believe a company would offer credits if there was no wrongdoingGuardian’s representative again apologized for any misinformation provided in the past and promised to review all telephone calls with previous representatives and address any misunderstandingsMs*** again disputed the information provided to her and stated she did not trust the information being provided to her
During that telephone call, Ms*** requested a refund of one-half of all monitoring fees paid to dateGuardian’s representative politely explained that Guardian could not accommodate that requestIn a genuine effort to satisfy Ms***, Guardian’s representative offered to waive the $co-pay billed for the February 12, service appointmentGuardian’s representative also offered to waive the final three (3) months left in the initial term and allow Ms*** to cancel her account at the present time as she had previously requestedMs*** declined and reiterated her request for a refund of one-half all monitoring fees paid
Based on the above information, Guardian respectfully finds Ms***’s request for a refund to be unwarranted at this timeGuardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system and transmitting signals to GuardianGuardian previously offered to schedule onsite service to address Ms***’s concerns related to possible alarms from that motion sensorGuardian apologizes that the service appointment was unable to take place as originally scheduled however Guardian did offer to reschedule the appointment at Ms***’s convenienceUnfortunately, Ms*** declined to reschedule a service appointment to inspect the motion sensor
Guardian believes it has made every reasonable effort to explain the history of the account and satisfy Ms***’s concernsAgain, Guardian apologizes to Ms*** for any confusion or inconvenience related to misinformation providedNotwithstanding, Guardian respectfully declines to provide Ms*** with a refund as requestedGuardian’s previous offer to apply credits to the account and/or accept Ms***’s cancellation request prior to the end of the initial term remain available to herShould she wish to discuss these options or review this matter further, she may contact Guardian at her convenience
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

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 against my better judgment I will accept their offer. I will call Andrew A*** with Guardian Protection before February 19, to pay them $382.07 . I do not agree with their resolution and still believe I 100% completely fulfilled my contract. However, knowing that a large Corporate business has many more resources than one customer trying to fight for what is right, it will cost me more money in long run to hire an attorney and fight my case.I would like to comment on part of the response that Guardian Protection made in response to my original complaint. They made a comment that the reason I had to sign a new agreement when I moved was because Guardian incurred significant expense by providing and installing security equipment, connecting existing equipment, establishing an account, and activating 24-hour monitoring services for my residence. There was not any extra expense added to Guardian by me moving locations. I paid the service charge for the technician to come out and install my equipment and get my system up and running. The installed all new equipment and did not connect existing equipment. I asked them on more than one occasion if the could use the existing equipment, because it was fairly new, and I was specially told no that it would not work with their system. I paid in full for all the new equipment that was installed in my house. My account was already established so the was no additional cost in creating a "new account". The only thing that had to be changed was my address on my current account. All my contact phone number, emergency numbers, and automatic withdraw account numbers remained the same, so stating they how to establish an account is more information. Finally, activating 24-montoring services was also not a new expense because that was already happening. Every comment about Guardian incurring a "significant expense" because of my relocation is a huge fabrication. Something I never brought up in my original complaint about Guardian is the unsatisfactory service they provide. My original complaint was only about my contract so I did not want to add information that was not vital information at the time. However, I want consumers to know about the very poor service we received from Guardian Protection. Their poor service is the original reason I was watching my contract date so closely and cancelled my service as soon as my contract was over. When I moved in to my new location our house has two smoke detectors that wired in to our alarm system. Within a few months of us moving the fire department was dispatched to our house for "smoke" either two or three times. Each time I was at work and had to leave work, a minute drive, to go home and meet the fire department. Thankfully the did not kick in my front door so I did not have an extra expense to bear. I was notified by our local fire department that my "free" alarms were over and if they were called out due to a alarm I was going to be charged. Guardian sent a technician to my house on more than one occasion, which I had to pay for, to try to figure out the problem. After, I believe, the third alarm the technician said he was not sure what was making the smoke decorators set off the alarm so he just disconnected the monitoring of the smoke detectors. Since that time, our house has no longer been monitored for smoke by Guardian. Although I agreed for the technician to disconnect them it was only because I could not take the chance on another alarm and receive a bill from the fire department. I also could not continue to pay for service charges to a company who did not how to correct their problem. In December I was a single mom, with three young children, and had just lost my husband to cancer seven months prior to my initial installation. We had to move in to a new house and had an incident one night. A solicitor from Guardian come to my house shortly after that incident so I decided it would be a good idea to have a home alarm system. When I signed the original contract I knew I would not be at that location for five years. This was a temporary move for my children and I . I was clearly told by the sales representative sitting at my dinning room table that it was no problem if I moved my service would follow to my new location. Not one time did he ever mention a new contract would have to be signed. If it would have been clearly stated to me that when I moved I would be required to sign a new contract, than I would have reconsidered signing with GuardianHere is my request to the Revdex.com of Western Pennsylvania. PLEASE do not continue to support this company and please warn customers from choosing Guardian Protection. There are many home security companies out there to choose from. Please do not choose a dishonest, unethical company who is under minding and taking advantage of their customers.
Regards,
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