YMCA of Central Ohio

April 6, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) is in receipt of Ms [redacted] ’s complaintGuardian values the opportunity to provide response and assist in resolving her concernsFor background, Ms [redacted] ’s security system was sold and installed by Skyline Security Management, Inc(“Skyline”)All aspects of the transaction took place directly with SkylineSkyline is a separate and distinct company from Guardian for which Guardian provides 24-hour monitoring services for Skyline customersIn order to establish a Guardian account and activate services, Guardian requires certain paperwork from Skyline including an executed AgreementAll such required paperwork was provided for the subject account, thereby facilitating activation of monitoring services and subsequent billingsMs [redacted] ’s letter indicates that she did not agree to the terms and conditions of the sales transactionRespectfully, all of the terms and conditions, including the initial term, are clearly defined in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”) which Ms [redacted] executed with Skyline on April 30, Ms [redacted] placed her initials next to Section E which clearly states, “The initial term of his Agreement is months.” Ms [redacted] also placed her signature at the bottom of the formMs [redacted] also asserts that she was promised thirty (30) days in which to cancel the transactionRespectfully, a review of her Agreement with Skyline reveals no indication that Ms [redacted] was promised an extension of time to cancel outside of the standard three (3) business days which is defined in Section J of the AgreementMs [redacted] ’s letter states that she attempted to contact Guardian to cancel her account however “no one will answer the phone.” Guardian is perplexed by Ms [redacted] ’ statement as our records reveal no contact from M [redacted] since September at which time she requested onsite service for a contact causing alarmsPlease note, if Ms [redacted] contacted Skyline directly to request the cancellation of her account, Guardian would have no record of those interactionsUpon receipt of your letter, Guardian reached out to Ms [redacted] to address her concernsDuring that conversation, as a courtesy, Guardian waived the current balance on the account in the amount of $Guardian’s representative also offered to cancel the account without further paymentMs [redacted] was unsure if she wished to cancel the account or continue monitoring servicesGuardian has since reached out to Ms [redacted] several times to determine if she had made a decisionGuardian has been unable to speak with Ms [redacted] again to dateGuardian remains willing to cancel Ms [redacted] ’s account as she has requestedIn order to process the cancellation, Guardian will need to speak with Mr [redacted] directlyGuardian asks that she contact Guardian at her convenience with her decisionThank you for informing Guardian of Ms [redacted] ’s complaintShould you have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team

November 25, Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to address Ms [redacted] concerns Ms [redacted] ’ complaint disputes the initial term of her AgreementOur records indicate Ms [redacted] ’ initial transaction with Guardian occurred on August 30, at which time she executed a Monitoring and Repair Agreement (“Agreement”) to engage Guardian’s servicesThe initial term is clearly designated on the Agreement as thirty-six (36) monthsMs [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “$for each month of the term of the Agreement, initially months.” Ms [redacted] also placed her initials next to the separate clause which states, “The initial term of this Agreement is for years.” Finally, Ms [redacted] executed the Agreement by affixing her signature at the bottom of the form A “Notice of Cancellation” form, which bears Ms [redacted] ’ signature, was also provided at the time of saleThis form serves to document that Ms [redacted] received three (3) full business days to review her transaction and related paperwork to contemplate her decision to engage Guardian for the initial term periodDuring that timeframe, Ms [redacted] possessed the option to cancel her transaction with no further obligationMs [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the AgreementMs [redacted] ’ system was subsequently installed and activated on September 11, On January 22, 2015, Ms [redacted] requested the cancellation of her account in order to engage an alternate security providerGuardian’s representative informed Ms [redacted] that she remained within the 36-month initial term of her Agreement and was ineligible to cancel without payment of an early termination feeMs [redacted] disputed the initial term of thirty-six (36) monthsGuardian’s representative reviewed Ms [redacted] ’ Agreement and explained that Ms [redacted] ’ initials were found on the Agreement beside the sections designating the term to be thirty-six (36) monthsMs [redacted] reiterated her request to cancel the account and Guardian’s representative explained that the terms of the Agreement designate the early termination fee of $Guardian’s representative offered to mail a copy of the Agreement to Ms [redacted] for her review and recordsA copy was mailed to Ms [redacted] as promised on January 23, Guardian received no further contact from Ms [redacted] until receipt of the complaint ten (10) months later Upon receipt of your letter, Guardian contacted Ms [redacted] to discuss her concerns directlyDuring that conversation, Ms [redacted] reiterated that the initial term she agreed to was twenty-four (24) monthsGuardian’s representative reviewed Ms [redacted] ’ Agreement and explained that the sales consultant had reduced the original term of sixty (60) months to thirty-six (36) months, which Ms [redacted] had authorized by placing her initials on the AgreementMs [redacted] asserted that the initials were placed on the document by Guardian’s representative and were not authenticMs [redacted] further stated that copy of the Agreement in her possession indicates an initial term of twenty-four (24) monthsGuardian’s representative requested that Ms [redacted] forward a copy of the Agreement to Guardian for reviewMs [redacted] agreed to mail a copy as requested, however Guardian has not received any documentation from Ms [redacted] to dateSubsequent to that conversation, Guardian has left seven (7) voicemail messages for Ms [redacted] Guardian has not been contacted by Ms [redacted] in response to those messages Based on the above information, Guardian respectfully declines to cancel Ms [redacted] ’ Agreement without further payment as she has requestedGuardian’s research into this matter has concluded that Ms [redacted] knowingly executed a thirty-six (36) month AgreementShould Ms [redacted] possess documentation to the contrary, she may forward that information to my attention and Guardian will gladly review and research this matter further Thank you for allowing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please do not hesitate to contact me at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

January 19, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian greatly values any opportunity to address a question or concernWe have conducted a thorough review of the above matter and have determined that the subject account came to Guardian by way of an Authorized Dealer known as Avant Smart Home, LLC (“Avant”)As such, all aspects of the sales transaction and system installation took place directly with AvantAvant is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring services for customers whose systems were sold and installed by AvantGuardian does not control any day-to-day business activities or any internal policies or procedures of Avant, including security evaluations, sales processes, installation practices or any other aspects of Avant’s businessMs [redacted] also expressed dissatisfaction related to the buyout of her previous security providerUpon receipt of Ms [redacted] ’s letter, Guardian provided a copy to Avant in an attempt to facilitate resolution of her concernsAvant is a respected firm and has agreed to reduce the initial term to two (2) years as requested by Ms [redacted] Guardian believes this should fully satisfy Ms [redacted] ’s concernsShould you or Mr [redacted] wish to contact Avant directly, they may be reached at Avant Smart Home, LLC, [redacted] .Thank you for allowing Guardian the opportunity to clarify this matterSincerely,Agency Complaint Response Team

August 31, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and assist in facilitating resolution of Mr [redacted] s concerns While Mr [redacted] ’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 [redacted] , to provide 24-hour monitoring services, telephone customer support services and billing services for their customersMr [redacted] ’s account is among those for which Guardian provides these servicesMr [redacted] ’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr [redacted] ; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr [redacted] ’s contractual arrangement is with [redacted] , not GuardianGuardian is simply an agent for [redacted] to provide services for [redacted] customers as described above Additionally, please note that [redacted] is a separate and distinct company from GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of [redacted] , including security evaluations, sales processes, installation practices or any other aspects of [redacted] ’s business As background, Guardian’s records indicate that Mr [redacted] initially engaged [redacted] ’s services on August 12, 2014, as memorialized in the Monitoring Agreement (“Agreement”)The initial term of the Agreement is five (5) years Mr [redacted] ’s letter asserts that Guardian changed contract terms without his prior agreementGuardian has reviewed Mr [redacted] ’s account and offers the following information In order to establish a Guardian account for Mr [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted] All such required paperwork was provided thereby facilitating activation of Mr [redacted] ’s services and subsequent billingsRespectfully, at no time did Guardian change the terms of Mr [redacted] ’s Agreement with [redacted] as asserted in his complaintUpon receipt of Mr [redacted] ’s Agreement from [redacted] , Guardian began billing Mr [redacted] the monthly rate reflected on the AgreementUpon notification from Mr [redacted] that the monthly rate exceeded the amount agreed upon with his [redacted] sales representative, Guardian informed [redacted] of Mr [redacted] ’s concernsIn good faith, [redacted] lowered Mr [redacted] ’s monthly rate and Guardian applied a credit to Mr [redacted] ’s account for the difference between the amounts previously billed and the new rate MrElliot has also asserted that Guardian withdrew money from his checking account without permissionRespectfully, Mr [redacted] ’s assertion is falseAt the time of sale, Mr [redacted] elected to enroll in Guardian’s electronic form of billing and paymentThis option enabled Mr [redacted] ’s payment to be made through automatic deduction from his checking account at the same point in time each monthOn February 27, 2015, Mr [redacted] requested that his enrollment in the automatic payment option be cancelled and Guardian processed his request accordingly Finally, Mr [redacted] has reported an issue with his system and expressed discontent related to Guardian’s efforts to assist him in resolving these issuesOur records indicate Mr [redacted] contacted Guardian on July 24, for assistance in obtaining the security code needed to disarm his systemWhile Guardian’s representative was assisting Mr [redacted] access the security code through his alarm.com account, Mr [redacted] ’s alarm was tripped and the audible siren began to soundIn an attempt to silence the audible siren, Mr [redacted] removed the keypad from the wall causing damage to the screenMr [redacted] ended the call before Guardian’s representative could offer further assistance On August 21, 2015, Mr [redacted] contacted Guardian to request onsite service to repair the keypadGuardian’s represented informed Mr [redacted] that onsite service would be subject to Guardian’s standard service rates as the damage was not the result of wear and tearMr [redacted] disputed the cost associated with onsite service and requested the cancellation of his accountGuardian’s representative explained that Mr [redacted] remained within the initial term of his Agreement with [redacted] and an early termination fee is required to cancel the accountMr [redacted] expressed dissatisfaction with this explanation and Guardian received the subject complaint shortly thereafter Upon receipt of the subject complaint, Guardian reached out to Mr [redacted] to provide the above explanationIn a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr [redacted] ’s residence on August 28, at which time the broken keypad was replaced at no chargeAdditionally, Guardian has also applied a credit to Mr [redacted] ’s account in a good faith effort to earn his satisfactionMr [redacted] has indicated that his concerns have been fully resolved Thank you for advising Guardian of this issueShould you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext Sincerely, Andrew A [redacted] Manager Customer Service Department

My position is clear, and Guardian's demands are neither reasonable nor fair They want full retail price for substandard work The so called waiver of fees or credits that they offer are arbitrary and carry no bearing on the facts of this case.They came into my home, made a mess, and expect me to pay them to clean it upThat is outrageous Their offer of continued business is self serving and out of the question.I would look at this as a marriage gone wrong.Think of a couple that decides to marry The man travels across the country to [redacted] at great expense to buy an engagement ringThe marriage falls apart due to deception on the part of the man The woman is under no obligation to reimburse the man for his travel expenses he paid in buying the ring; she merely returns the ring He begs and tells her he will give her everything she wants, but she refuses She does not trust the man, after having been once deceived She states that she would be a fool to marry him, as she would look forward to a life of misery No one forces a person to marry someone in whom they do not trust So it is with myself and Guardian They did not deal honestly with me from the beginning, and their offer is not acceptable for reasons stated in my previous replies Regards, [redacted] ***

September 2, RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaint from Mr***Guardian is a customer-focused organization and values the opportunity to address any question or concern Guardian apologizes to Mr [redacted] for any confusion related to the refund of his accelerated billing payment upon cancellation of his accountUpon receipt of Mr***’s complaint, Guardian reached out to him directly and explained that reimbursement is processed within 30-days after the account has been cancelledIn light of Mr***’s complaint, Guardian did expedite his request and a refund was processed back to his credit card on September 1, Mr [redacted] has expressed his satisfaction with this resolutionAgain, Guardian apologizes to Mr [redacted] for any confusion or inconvenience Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please feel free to contact me directly at ###-###-####, extension *** Sincerely, Andrew A***, Manager Customer Service Department

November 13, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] , Case # [redacted] Dear Ms [redacted] : Thank you for forwarding Mr [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and assist in facilitating resolution of his concernsFor background, please note that Guardian provides low voltage wiring solutions (e.gtelephone, cable television, home networking, etc.) for Mr [redacted] ’s home builderAs such, Guardian met with Mr [redacted] in May to discuss his low voltage wiring needsDuring that meeting, Guardian also presented additional products and services available for his new home, which was under construction at that timeSuch additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and moreAfter reviewing the available upgrades, Mr [redacted] decided to engage Guardian to install a monitored electronic security system in his new homeMr [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Monitoring Agreement (“Agreement”) with Guardian on May 14, 2015, which designates its initial term as thirty-six (36) monthsIn addition to signing the form, Mr [redacted] also placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Please be assured that Mr [redacted] ’s sales consultant in no way “confronted” or coerced Mr [redacted] into purchasing security equipment and/or executing the AgreementGuardian merely presented low-voltage upgrade options from which Mr [redacted] selectedAfter making those selections, which are memorialized in writing and acknowledged by Mr [redacted] , Mr [redacted] had three (3) full business days to review, alter or cancel his decisions with respect to any aspect of the transaction with GuardianMr [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of saleGuardian did not receive a written request to cancel from Mr [redacted] and therefore proceeded to provide and install security equipment and activate 24-hour monitoring servicesMr [redacted] has expressed discontent related to the lack of fire protection in his homeUpon receipt of your letter, Guardian contacted Mr [redacted] and reiterated a previous offer to provide and install a firefighter device at no chargeIn a good faith effort to satisfy Mr [redacted] , Guardian also offered to lower his monthly rate to $for the remaining initial termFinally, Guardian has scheduled onsite service to disable the sounds from Mr [redacted] ’s keypad as he has requestedShould Guardian’s technician be unable to disable the audible alerts as promised, Guardian will agree to release Mr [redacted] from all remaining obligation under his Agreement without further paymentPlease note, Mr [redacted] ’s service appointment is scheduled to take place on November 18, Guardian will keep close contact with Mr [redacted] to ensure his satisfaction with the results of the service visitThank you for informing Guardian of this matterShould you have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team

July 10, 2017Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] complaintGuardian values its customers and welcomes any opportunity to address a question or concernUpon receipt of your letter, Guardian immediately contacted Mr***During that conversation, Guardian’s representative explained that upon completion of the initial term the account renews on a month to month basis to avoid a lapse in services provided, which is why a 30-day notice to cancel is requiredNotwithstanding, Guardian will accommodate Mr [redacted] request to cancel the account effective immediatelyGuardian will also provide Mr [redacted] with a refund of the payment deducted on July 5, Mr [redacted] expressed his satisfaction with this resolution.On behalf of Guardian, I would like to wish Mr [redacted] the best and thank him for allowing Guardian to serve his security needsShould he desire security services in the future, I hope he will consider Guardian.Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ( [redacted] ***Sincerely,John T [redacted] , Manager Customer Care Loyalty Department

August 2, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian greatly values the opportunity to provide response and address Ms***’ concerns For background, Ms***’ initial transaction with Guardian occurred on February 21, 2015, at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was for a period of sixty (60) monthsMs [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically outlines the sixty (60) month initial term Ms [redacted] also executed the Agreement by affixing her signature at the bottom of the form Ms***’ letter asserts that she did not receive notice from Guardian about her account status before her account was forwarded to an outside agency for collection effortsUpon receipt of your letter, Guardian carefully reviewed its records and has respectfully determined that Ms***’ assertions are falseOur records clearly indicate that Guardian made numerous attempts to contact Ms [redacted] via telephone and/or written correspondenceUnfortunately, Guardian did not receive return contact from Ms [redacted] in response to the messages left for herUpon notification of Ms***’ complaint, Guardian reached out to Ms [redacted] via email and offered to accept the amount of $1,($current balance due + $early termination fee) to cancel the accountThis offer is extended until close of business on August 12, after which it will be rescindedAlternatively, Ms [redacted] may remit the balance currently due on the account ($250.78) plus any applicable collection fees to reinstate her account and continue receiving 24-hour monitoring servicesMs [redacted] may then continue to remit timely monthly payments until such time that she is eligible to cancel her accountGuardian believes the above offers to be fair and reasonable and remains hopeful Ms [redacted] will concurThank you for advising Guardian of this issue Should you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Sharon G***, Credit Manager Credit & Collections Department

December 12, Revdex.com of Western PennsylvaniaAttn: [redacted] ***Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] 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 [redacted] For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“***”)As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Mr [redacted] Please note that [redacted] 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 ***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 Upon receipt of Mr [redacted] ’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concernsGuardian has been informed that [redacted] has agreed to remove the security equipment from Mr [redacted] ’s home and cancel Mr [redacted] ’s accountBased on this information, Guardian believes this matter to have been fully resolved by *** Should you wish to contact [redacted] directly, they may be reached at: [redacted] ** [redacted] [redacted] Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-#### Sincerely, April M [redacted] , Director Dealer Operations

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will pay the amount of amount of $420.86.Regards, [redacted]

October 4, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] , Case # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to resolve Mr [redacted] ’s concernsFor background, the subject account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc(“Skyline”)As such, all aspects of the sales transaction and system installation took place directly with SkylineIn order to establish a Guardian account and activate 24-hour monitoring and related services, Guardian requires certain paperwork from SkylineAll such required paperwork was provided thereby facilitating activation of monitoring services and subsequent billings for the subject accountPlease note that Skyline 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 SkylineGuardian does not control any day-to-day business activities or any internal policies or procedures of Skyline, including security evaluations, sales processes, installation practices or any other aspect of Skyline’s businessUpon receipt of your letter, Guardian immediately reached out to Mr [redacted] directlyDue to Mr [redacted] ’s unique circumstances, Guardian has processed the cancellation of the account effective immediatelyMr [redacted] has expressed his satisfaction with this resolutionGuardian extends its sincere apology to Mr [redacted] for his negative experiencesPlease understand these experiences are not reflective of Guardian’s high quality standards and expectationsGuardian has addressed this matter directly with Skyline who assured Guardian that the circumstances surrounding the sales transaction with Mr [redacted] ’s tenants have been appropriately addressed within their organizationThank you for allowing Guardian the opportunity to address this matterShould you have any questions, please do not hesitate to contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

April 19, RE: [redacted] ***, Case # [redacted] Dear Mrs***: Thank you for forwarding Mrs***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and clarify this matter for all parties Mrs***’s letter expresses discontent related to the installation of security equipment during her recent upgradeFor background, Mrand Mrs***’s initial transaction with Guardian occurred on October 10, 2012, at which time Mr [redacted] executed a Monitoring Agreement to engage Guardian to activate and monitor the existing system in their new home In January 2016, Mrand Mrs [redacted] elected to upgrade their security systemMr [redacted] executed an Interactive Upgrade Addendum (“Addendum”) on January 26, for an initial term of forty-eight (48) monthsOn February 11, 2016, Guardian installed all of Mrand Mrs***’s selected equipment with the exception of one (1) device which was damaged out of the boxGuardian’s technician explained that a new sensor would be ordered and a technician would return to install that device upon delivery The following day, Guardian received an email from Mrs [redacted] expressing dissatisfaction with installation of the new equipment, citing displeasure with the cosmetic appearance of the new devicesMrs [redacted] requested a different technician return to correct the appearance of the devices and to install the missing deviceGuardian apologized to Mrs [redacted] for any inconvenience and explained that a new sensor had been orderedUpon the sensor being delivered, Guardian would contact Mrs [redacted] to schedule an appointment An onsite service appointment was scheduled for February 26, to install the missing sensor and make cosmetic alterations to the new equipment however Mrs [redacted] subsequently requested that the appointment be rescheduledPursuant to her request, the onsite service appointment was rescheduled for March 3, Guardian’s technician was dispatched as scheduled on March 3, While onsite, the technician removed glue residue which remained from the installation of the initial security equipmentThe technician also made cosmetic changes to the alignment of the new security devices which resulted in the devices being more aesthetically pleasingThe following day, Mrs [redacted] expressed her pleasure with the work of the technician however stated he had missed several devices on the basement windowsA technician returned to Mrs***’s home on March 8, and made additional cosmetic corrections (i.eusing glue remover and filling holes with white silicon, etc.)The technician also replaced two (2) transmittersPrior to departing, the technician provided a demonstration to Mrs [redacted] on arming/disarming the system using the key fob On March 9, 2016, Mrs [redacted] expressed ongoing issues with the window sensorsA technician returned that day on March 9, and found that serial numbers on several sensors were incorrectly programmedThe technician corrected the programming and replaced the living room window contactGuardian now believes the issues with the window sensors and the cosmetic appearance of the new devices to be resolved Mrs***’s letter also expresses concern related to the motion sensor in her homeMore specifically, Mrs [redacted] states that the motion sensor did not detect her movement in the home while the system was armedGuardian reviewed Mrs***’s account including the history log from Mrs***’s panel and determined that the system was armed in “stay” mode during the time in questionPlease note that arming the system in “stay” only arms the perimeter devices (doors and windows) to allow homeowners to move freely about the residence without tripping any motion-activated devicesShould a customer wish for the motion sensors to be armed, the system must be armed in either “away” or “maximum” mode Guardian contacted Mrs [redacted] on April 5, to provide the above explanationDuring that conversation, Mrs [redacted] conducted a test of her system while it was armed in “away” mode and the motion sensor did activate properlyGuardian’s representative also provided an explanation to Mrs [redacted] of the different arming modes (“stay”, “away”, “instant” and “maximum”)Mrs [redacted] indicated that her touchscreen keypad did not have a “maximum” option and that she had armed the system in “night stay.” Guardian’s representative offered to remotely access Mrs***’s system and program the Zone motion sensor to be incorporated with the “night stay” optionMrs [redacted] accepted and Guardian edited the programming for the motion sensor via remote access Guardian left several voicemail messages for Mrs [redacted] on April 5, and April 6, to advise her of the programming changes and to inquire if she had had the opportunity to test the motion sensorMrs [redacted] emailed Guardian on April 6, and stated that she had tested the motion sensor twice with no successGuardian’s representative sent an email response to Mrs [redacted] requesting that she contact Guardian via telephone to conduct a test of the motion sensor while on the lineGuardian’s representative also offered to send a technician at no charge to test the motion sensor onsite On April 7, 2016, a Guardian supervisor spoke with Mrs [redacted] regarding the motion sensorMrs [redacted] expressed that she wished for the motion sensor to be armed during the night with no entry delayGuardian’s technical support team has been conducting extensive research and was able to provide instructions on setting the system in “night stay” mode from the number keypadGuardian’s technical support team also contacted Honeywell to determine why the touchscreen keypad was not compatible with “night stay”After additional remote programming changes, Guardian believed the motion sensor issue to be resolved On April 8, 2016, Guardian left a voicemail message for Mrs [redacted] informing her of the newest programming changesGuardian’s representative requested that Mrs [redacted] contact Guardian to relay whether the motion sensor was now working as she desiredGuardian left additional voicemail messages on both Mr***’s cell phone and Mrs***’s cell phone on April 11, to inquire if they had tested arming in “night mode” from all keypads Shortly thereafter, Mrs [redacted] informed Guardian via email that the motion sensor again did not activate while armed in “night stay.” Mrs [redacted] further stated she did not wish to make any further attempts to alter the programming related to the “night” mode Guardian apologizes to Mrs [redacted] that its efforts to program her motion sensor remotely have not been successfulAs previously offered, Guardian would be pleased to dispatch a technician at no charge to make any necessary changes to ensure the motion sensor is armed during “night stay.” In the interim, Guardian has applied a credit to Mrs***’s account equal to two (2) months of monitoring services in apology for any inconvenience Thank you for allowing Guardian the opportunity to explain the above matterShould you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Care Department

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

February 5, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr***’s complaint and values the opportunity to provide response in hopes of facilitating resolution of his concernsFor background, Mrs [redacted] requested the cancellation of the account on September 5, as the parties were moving from the monitored premisesGuardian’s representative explained that thirty-eight (38) months remained in the sixty (60) month initial term of their Monitoring Agreement (“Agreement”) dated October 31, Mrs [redacted] disputed the initial term and declined all offers of assistance from Guardian including transferring services to the new home, freezing the account for up to six (6) months, transferring services to a friend or family member, or contacting the new homeowners to determine if they would like to activate services under a new agreementGuardian followed up with Mrand Mrs [redacted] on October 16, During that conversation, Guardian’s representative reviewed the options previously presentedGuardian also quoted an early termination fee of $1,pursuant to the terms of Mrand Mrs***’s AgreementMr [redacted] indicated he wished to accept Guardian’s offer to freeze the account for six (6) months and relocate services to his new homeAccordingly, Guardian placed a hold on all billing of the account for the months of October through March In January 2018, Guardian spoke with Mr [redacted] regarding the relocation of monitoring servicesMr [redacted] requested a security evaluation of the new home prior to installing equipmentGuardian’s representative explained that Mr***’s new residence was located in an area where Guardian utilizes subcontractors to complete installations and onsite service as Guardian does not have any technicians in that areaAs such, Guardian does not have a technician who can evaluate the home in advance of installMr [redacted] disputed that a subcontractor would be completing the installation and requested to be released from his AgreementGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian contacted Mr [redacted] to discuss his concerns directlyGuardian’s representative explained to Mr [redacted] that all subcontractors must submit to a very detailed licensing process prior to being approved as a Guardian subcontractorGuardian’s representative also explained that Guardian prefers to install new equipment rather than trust the existing equipment in his new home which could be outdated or unstable, however Guardian is willing tie in the existing equipment if that is Mr***’s preferenceGuardian offered to schedule a subcontractor to tie in the existing system and if the tech determines that changes need to be made with the equipment, we can discuss those changes and schedule a return service appointmentAlternatively, Guardian offered to accept a reduced early termination fee of $After consideration, Mr [redacted] agreed to remit the reduced early termination fee of $A letter has been forwarded to Mr [redacted] for his signature which authorizes Guardian to cancel the account and which confirms the early termination feeUpon Guardian’s receipt of that executed document and payment of $500, the subject account will be cancelled and Mr [redacted] will be released from all remaining obligationThank you for informing Guardian of Mr***’s complaintShould you have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team

January 8, RE: [redacted] , Case # [redacted] Dear Ms [redacted] Thank you for forwarding Ms [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address this matter For background, please note that Guardian provides low voltage wiring solutions (e.gtelephone, cable television, home networking, etc.) for Ms [redacted] ’s home builderAs such, Guardian met with Ms [redacted] in December to discuss her low voltage wiring needsDuring that meeting Guardian also presented additional products and services available for her new home, which was under construction at that timeSuch additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and moreAfter reviewing the available upgrades, Ms [redacted] engaged Guardian to install a monitored electronic security system in her new homeMs [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on December 29, 2014, which designates its initial term as sixty (60) monthsIn addition to signing the form, Ms [redacted] placed her initials beside the separate bolded section which explains, “This is a sixty (60) month monitoring agreement.” Additionally, Ms [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with GuardianMs [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of saleGuardian did not receive a written request to cancel from Ms [redacted] and therefore proceeded to provide and install security equipment Upon receipt of your letter, Guardian contacted Ms [redacted] who reiterated that she does not wish to activate monitoring services with GuardianWhile Guardian maintains its legal right to pursue fulfillment of the full terms of Ms [redacted] ’s Agreement, in this instance and in order to bring swift resolution to this matter, Guardian has agreed to release Ms [redacted] from all obligation under the AgreementMs [redacted] has expressed her satisfaction with this resolution Thank you for informing Guardian of 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

October 26, Revdex.com of Western PennsylvaniaAttention: [redacted] ***Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] - Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] ’s complaint to Guardian Protection Services, Inc (“Guardian”)Guardian values the opportunity to address his concernsMr [redacted] has expressed discontent with Guardian’s website and online payment systemSubsequent to receipt of Mr [redacted] ’s letter, Guardian confirmed that the error referenced by Mr [redacted] related to the online payment method has been correctedGuardian made several attempts to reacdh Mr [redacted] to provide this information, however Guardian has not been contacted by Mr [redacted] in response to the messages left for him Guardian’s records indicate that Mr [redacted] has since remitted payment on his account via Guardian’s website on October 17, Based on this information, Guardian assumes that Mr [redacted] ’s concerns have been fully addressedGuardian apologizes to Mr [redacted] for any confusion or inconvenience Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Andrew A***, Manager Customer Care Department

July 24, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] ’s complaintGuardian Protection Services, Inc(“Guardian”) values the opportunity to provide response and assist in facilitating resolution of his concerns Mr [redacted] ’s complaint expresses discontent with the extension of his initial term with Guardian upon upgrading the security equipment in his homeGuardian has reviewed its records and offers the following information in response Our records indicate that Mr [redacted] initially engaged Guardian’s services on March 27, for an initial term of thirty-six (36) months On June 18, 2012, Mrs [redacted] expressed that she was interested in adding cameras to her security systemAs such, Guardian scheduled a consultation to take place in the [redacted] s’ home with a Guardian sales consultantSaid appointment took place on June 19, After reviewing products and services available to them, Mrand Mrs [redacted] elected to upgrade their security system to include interactive services and to purchase four (4) security camerasIn order to offset the upfront cost of the equipment, Guardian offered to provide the devices at a discount in exchange for a new forty-seven (47) month agreementThe [redacted] s accepted Guardian’s proposalTo commemorate their decision, Mrs [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) on June 19, The initial term was clearly designated as forty-seven (47) monthsMrs [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mrs [redacted] also placed her initials next to the Special Conditions section which clearly states, “Term to be month.” Finally, Mrs [redacted] executed the Agreement by affixing her signature at the bottom of the form Shortly after installation of the new cameras, Mrand Mrs [redacted] expressed discontent with the equipment and requested a refundPer their request, Guardian dispatched a technician to remove the equipment and a refund was provided accordingly On July 8, 2015, Mr [redacted] requested the cancellation of his account as he wished to engage another security providerGuardian’s representative explained that he remained within the initial term of his Agreement and an early termination fee was requiredGuardian received the subject complaint shortly thereafter Mr [redacted] ’s letter asserts that his spouse was unaware she extended the initial term of their Agreement by placing initials on a document authorizing the removal of the camerasGuardian has reviewed its records in light of Mr [redacted] ’s assertions and, respectfully, finds his statements to be inaccurate Prior to providing and installing the new camera system, Guardian presented a new Agreement to the [redacted] s for review and signatureThe Agreement, dated June 19, 2012, clearly designated the initial term to be forty-seven (47) months in several sections, all of which required written acknowledgment by the [redacted] sMrs [redacted] placed her initials accordingly A “Notice of Cancellation” form, which also bears Mrs [redacted] ’s signature, was provided at the time to document that Mrand Mrs [redacted] received three (3) full business days to review their transaction and related paperwork and possessed the option to cancel their transaction with no further obligationThe [redacted] s did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the Agreement The camera system was removed on July 16, at the request of the [redacted] sWhile on site, Guardian’s technician obtained Mrs [redacted] ’s signature on an “Equipment Requisition – Additions/Deletions Form”This form served to memorialize that four (4) IP Cameras and one (1) Router was removed from the [redacted] s’ residenceThe document also confirmed that the [redacted] s’ monthly monitoring rate would be reduced to $39.95/monthPlease note, this document did not extend the [redacted] s’ initial term as asserted in the complaint Respectfully, at no time did Guardian “victimize” the [redacted] s as stated in the complaintGuardian provided and installed expensive electronic security equipment at a discount in exchange for execution of a new AgreementSubsequent to removing the camera system and providing a refund accordingly, at no time did Mror Mrs [redacted] express concerns related to the transaction until they requested the cancellation of their account to engage another provider and were informed that an early termination fee was required Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full terms of Mrs [redacted] ’s Agreement, in this instance and in order to bring swift resolution of this matter, Guardian has agreed to accept a reduced early termination fee of $as proposed by Mr [redacted] Accordingly, upon receipt of Mr [redacted] ’s early termination fee, Guardian will cancel his account and he will be released from all further obligation to Guardian Thank you for allowing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please contact me directly at (800) 533-4827, ext Sincerely, Andrew ***, Manager Customer Service Department

February 27, 2017Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms***’s complaintGuardian values the opportunity to facilitate resolution of her concernsMs [redacted] expressed dissatisfaction regarding billing statements received for camera equipment recently installedUpon receipt of your letter, Guardian conducted a thorough review of Ms***’s account including a review of the Addendum executed by Ms [redacted] at the time of saleAs a result, Guardian confirmed that the amount billed to Ms [redacted] for the camera equipment was incorrectGuardian contacted Ms [redacted] directly and explained that a credit has been applied to her account in the amount of $Guardian’s representative also confirmed that a new invoice would be mailed to Ms [redacted] reflecting the credit applied and the correct amount dueMs [redacted] expressed her satisfaction with this resolutionGuardian sincerely apologizes to Ms [redacted] for any confusion Thank you for allowing Guardian the opportunity to address Ms***’s concerns Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Care Department