YMCA of Central Ohio

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]

September 6, 2017Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian appreciates the opportunity...

to assist Mr. [redacted] in facilitating resolution of his concerns. Mr. [redacted] has expressed discontent related to the camera equipment installed in his home. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted] directly. As a result, Guardian was able to reach a mutually agreeable resolution to Mr. [redacted]’s concerns to which he has expressed his complete satisfaction. Guardian values Mr. [redacted] as our customer and appreciates the opportunity to resolve this matter on his behalf. Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

April 12, 2018Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for forwarding Mr. [redacted]’s complaint. Guardian Protection Services, Inc. (“Guardian”) values the opportunity to...

provide response and to clarify this matter for all parties. For background, Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as AMP Security (“AMP”). As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly between AMP and Mr. [redacted]. Please note that AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Mr. [redacted]’s complaint asserts that he believed the initial term of his Agreement to be three (3) years. Our records indicate that Mr. [redacted] initially engaged AMP’s services on November 16, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as a period of sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials in Section D which states, “The initial term of this Agreement is 60 months.” Mr. [redacted] also executed the Agreement by placing his signature at the bottom of the form. During the initial sales transaction, AMP routinely conducts two (2) recorded and documented telephone conversations with the customer whereby the customer orally acknowledges the term of the agreement, the monthly rate and other information pertinent to activating services. The purpose of AMP’s telephone surveys is to confirm accurate information and ensure the customer understands the obligations of both parties. Guardian’s research confirmed that Mr. and Mrs. [redacted] completed the telephonic surveys at the time of sale during which they orally acknowledged an initial term of sixty (60) months during both recorded telephone calls. Upon receipt of your letter, Guardian made several attempts to contact Mr. [redacted] to provide the above explanation and to offer to play the recording of the telephone conversations at the time of sale with AMP. To date, Guardian has been unable to speak with Mr. [redacted].Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. After review of the telephone surveys conducted by AMP at the time of sale and after review of the Agreement terms, Guardian does not feel that Mr. [redacted] was misled in any way. Further, please note that Guardian is under no restriction in the state of California related to a contract term of five (5) years. Should Mr. [redacted] wish to cancel his account at the present time, he may do so upon payment of an early termination fee pursuant to the terms of his Agreement. That amount is designated to be $750. Accordingly, upon receipt of payment of $750, Mr. [redacted]’s account will be cancelled and he will be released from all remaining obligation. Alternatively, Mr. [redacted] may continue to remit timely monthly payments until such time that he is eligible to cancel the account. Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

February 22, 2017 Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and facilitate resolution of her concerns. Ms. [redacted] has expressed dissatisfaction with the delay in scheduling...

onsite service to make repairs to her system. Subsequent to receipt of your letter, onsite service was conducted by [redacted] Security Management (“[redacted]”) on February 18, 2017 at Ms. [redacted]’s home. Upon completion of the service visit, Guardian contacted Ms. [redacted] who confirmed her satisfaction with the service appointment.  During that conversation, Ms. [redacted] reiterated her displeasure with the cost of the siren previously installed.  Guardian’s representative offered to place a credit to Ms. [redacted]’s account in the amount of $99.50 representing the cost of the siren and the trip fee. Ms. [redacted] accepted and confirmed that all issues have been resolved to her satisfaction. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.   Guardian extends its sincere apology to Ms. [redacted] for her negative experiences with [redacted] and apologizes that her security system could not be serviced in a suitable timeframe. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian has addressed this matter directly with [redacted] who assured Guardian that Ms. [redacted]’s issues have been appropriately addressed and corrected within their organization.  Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted]                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

December 8, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 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 matter. Guardian 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 AMP Security, LLC (“AMP”). As such, all aspects of the sales transaction and system installation took place directly between AMP and Mr. [redacted]. AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMP. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Upon receipt of Mr. [redacted]’s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of his concerns. AMP is a respected firm and has agreed to accept Mr. [redacted]’s request to cancel his account and discontinue 24-hour monitoring and related services without further payment. Please note, upon cancellation Guardian will no longer respond to any signals from Mr. [redacted]’s system. Should you or Mr. [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] [redacted].Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact Guardian directly at ([redacted]. Sincerely,Agency Complaint Response Team

April 17, 2017 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] – ID #[redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr....

[redacted]’s complaint. Guardian values the opportunity to address and resolve this matter. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative reviewed with Mr. [redacted] the telephone interaction with Guardian on April 5, 2017 at which time a Guardian representative quoted an early termination fee of $370.  Unfortunately, the amount quoted on April 5th was inaccurate. Mr. [redacted]’s Agreement with Guardian clearly defines the early termination fee to be $750.   Notwithstanding the above, in a good faith effort to satisfy Mr. [redacted], Guardian has agreed to honor the original quote provided by Guardian and accept $370 to cancel Mr. [redacted]’s account. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.  Thank you for providing Guardian the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ([redacted].                            Sincerely,        ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty Department

April 4, 2018Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [redacted] - Complaint #[redacted] Dear Ms. [redacted]:Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian appreciates the...

opportunity to address Ms. [redacted]’s concerns.Ms. [redacted]’s letter disputes the remainder of the initial term of her Monitoring Agreement (“Agreement”) with Guardian upon relocating from the monitored premises. For background, our records indicate Ms. [redacted] executed the Agreement on December 5, 2014. The Agreement clearly defines the initial term to be sixty (60) months. In exchange for execution of the Agreement, Guardian provided and installed two (2) pet sensitive motion sensors at no out of pocket cost to Ms. [redacted], with the expectation that Guardian would recover that investment over the 60-month initial term.In April 2018 with twenty-one (21) months remaining in the initial term, Ms. [redacted] informed Guardian that she was moving from the premises. Guardian provided a number of options to Ms. [redacted] in a good faith effort to assist her in fulfilling the obligations under the Agreement. Regretfully, Ms. [redacted] refused all offers presented by Guardian. Guardian received the subject complaint shortly thereafter. Ms. [redacted] has disputed the validity of Guardian’s attempts to fulfill the full terms of the Agreement. Please note, this subject is clearly set forth in Section B of Ms. [redacted]’s Agreement which states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.”Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full initial term of Ms. [redacted]’s Agreement, in an effort to bring this matter to swift resolution, Guardian will accept Ms. [redacted]’s request to cancel the account without further payment. Ms. [redacted]’s monitoring services will be terminated effective April 20, 2018. Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

May 18, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [redacted]            Dear Ms. [redacted]:...

   Thank you for forwarding Ms. [redacted]’s complaint. Guardian Protection Services, Inc. (“Guardian”) values the opportunity to provide response and to clarify this matter for all parties.  For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as Skyline Security (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly between Skyline and Ms. [redacted]. Please 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 Skyline. Guardian 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 aspects of Skyline’s business.  Ms. [redacted]’s complaint asserts that she believed the initial term of her Agreement to be three (3) years. Our records indicate that Ms. [redacted] initially engaged Skyline’s services on April 10, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as a period of sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials in Section F which states, “The initial term of this Agreement is 60 months.” Mr. [redacted] also executed the Agreement by placing her signature at the bottom of the form.  During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services.  The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Ms. [redacted] completed the telephonic survey at the time of sale during which she orally acknowledged an initial term of sixty (60) months.   Upon receipt of your letter, Guardian made several attempts to contact Ms. [redacted] directly to provide the above explanation and to offer to play the recording of telephone conversation at the time of sale with Skyline.  To date, Ms. [redacted] has not contacted Guardian in response to the voicemail messages left for her.  Respectfully, Guardian is unable to cancel Ms. [redacted]’s account without further payment. After review of the telephone survey conducted by Skyline at the time of sale and after review of the Agreement terms, Guardian does not feel that Ms. [redacted] was misled in any way.  Should Ms. [redacted] wish to cancel her account at the present time, she may do so upon payment of an early termination fee pursuant to the terms of her Agreement. That amount is designated to be $1,250.  Accordingly, upon receipt of payment of $1,250, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation.  Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account.   Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ([redacted].  Sincerely, John T[redacted], ManagerCustomer Care Loyalty Department

August 12, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms[redacted]
Thank you for forwarding Mr. [redacted] complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to provide response and facilitate resolution of Mr. [redacted] concerns.
Mr....

[redacted] letter expresses discontent that his system was working properly and disputes the balance owed on his account. Guardian has researched its records and offers the following information in response.
Our records indicate Mr. [redacted] contacted Guardian on April 7, 2014 and advised that he had changed phone service providers to [redacted]. Guardian’s representative conducted a test of Mr. [redacted] system over the telephone and confirmed that signals were not received in Guardian’s central monitoring station. Guardian’s representative further informed Mr. [redacted] that [redacted] is not compatible with the security system. In a genuine effort to assist Mr. [redacted], Guardian’s representative offered to provide and install a cellular communication device which would restore communication with the security system. Mr. [redacted] declined to add the device.
On April 9, 2014, Guardian spoke with Mr. [redacted] regarding the ongoing communication issue from his system. Guardian’s representative again inquired if Mr. [redacted] would be interested in adding the cellular communication device which would restore communication. Mr. [redacted] declined.
On June 9, 2014, Guardian contacted Mrs. [redacted] after a regularly scheduled test signal from the system was not received. Guardian again offered to install a cellular communication device. Mrs. [redacted] declined and stated she wished to continue making monthly payments until the initial term of the Agreement matured and they were eligible to cancel.
On August 18, 2014, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that an early termination fee of $339.50 was required as ten (10) months remained in the initial term. Mr. [redacted] acknowledged his understanding that his system was not communicating with Guardian and advised that he would continue to pay monthly until he was eligible to cancel.
Guardian spoke with Mr. [redacted] on January 5, 2015 at which time he requested the amount due to cancel the account at the present time. Guardian forwarded a letter to Mr. [redacted] indicating the early termination fee to be $206.50 and stating that upon receipt of his written authorization to cancel and the early termination fee, the account would be cancelled. Our records indicate the written authorization to cancel the account was not returned to Guardian.
No further contact was received from the [redacted]s until July 7, 2015 at which time Mr. [redacted] reiterated his request to cancel his account. Guardian’s representative explained that thirty (30) days’ notice was required and expressed the account would be cancelled effective August 25, 2015 at the end of his billing cycle. Guardian forwarded another cancel letter to Mr. [redacted] for his signature.
Guardian did not receive the executed letter from Mr. [redacted] and spoke to him on August 3, 2015 to inquire about the status. Mr. [redacted] disputed that the account could not be cancelled immediately and expressed that he would not be remitting any further payments. Guardian received the subject complaint shortly thereafter.
Mr. [redacted] states in his letter that his system failed to work for the past year due to faulty equipment and further states that Guardian never corrected the problem. After careful review of Mr. [redacted] account, Guardian respectfully finds these statements to be false. Guardian’s records indicate that Mr. [redacted] changed telephone service providers which altered the communication path from his security system. This change to the telephone service was made without Guardian’s prior knowledge and was clearly outside of Guardian’s control. Upon notification that the telephone service had been altered, Guardian made several offers to provide and install a cellular communication device which would restore communication to Mr. [redacted] system. Regretfully, Mr. [redacted] declined all offers of assistance.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. While Guardian maintains the legal right to pursue full payment of the final balance due on the account, in this instance and in order to bring swift resolution to this matter, Guardian has accommodated Mr. [redacted] request to cancel his account without further payment. The balance due on the account has been waived and the account will be cancelled effective August 25, 2015. Mr. [redacted] has expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address and resolve this complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

June 5, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ complaint and values the opportunity to provide...

response in hopes of clarifying this matter for all parties. While Mr. [redacted]’ complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of Security Force, to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Mr. [redacted]’ sales transaction, system installation and system activation process took place directly between Security Force and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or installation process. Further, Mr. [redacted]’ contractual obligation is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. Security Force is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of Security Force, including security evaluations, sales processes, installation practices or any other aspects of Security Force’s business. For background, our records indicate Mr. [redacted]’ initial transaction with Security Force occurred on December 31, 2016 at which time Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with Security Force. The initial term is designated in Section 3 as sixty (60) months. Mr. [redacted] acknowledged the initial term by placing his initials next to the statement, “Company agrees to provide monitoring services for a period of 60 months.” Mr. [redacted] also executed the Agreement at the bottom of the form. Guardian’s records indicate Mr. [redacted]’ system was installed and activated by Security Force on December 31, 2016.On May 13, 2017, Guardian contacted Mr. [redacted] as part of a customer survey to inquire if Mr. [redacted] was satisfied with his system installation and security monitoring. Mr. [redacted] informed Guardian that he does not utilize the system and further declined to take part in Guardian’s customer satisfaction survey. Mr. [redacted] inquired when the initial term of his Agreement expired and the early termination fee to cancel. Guardian’s representative provided Mr. [redacted] with that information pursuant to his request.On May 26, 2017, Mr. [redacted] contacted Guardian and expressed dissatisfaction with the motion sensor in his home as his dog was tripping the device. Mr. [redacted] further stated that the Security Force technician indicated the sensor would not detect his dog’s movements. Guardian’s representative offered to schedule onsite service at no charge to reposition the motion sensor, however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter. Mr. [redacted] has requested the cancellation of his account. Given that the nature of Mr. [redacted]’ complaint relates to his sales transaction with Security Force, his request will need to be directed to Security Force as the contract holder. In an effort to assist in facilitating resolution, Guardian provided a copy of the complaint to Security Force. After careful review of Mr. [redacted]’ account, Security Force has informed Guardian that they are unable to cancel Mr. [redacted]’ account absent payment of the early termination fee as designated in the terms of his Agreement. Alternatively, both Guardian and Security Force remain willing to schedule onsite service at no charge to Ms. [redacted] to inspect and reposition the motion sensor should he so desire. Should you wish to contact Security Force directly, they may be reached at: Security Force, Inc., [redacted].Thank you for providing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at [redacted]. Sincerely,April M[redacted], DirectorDealer Operations

September 8, 2015
Re: [redacted] - Complaint #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian extends its apology to Mr. [redacted] for any confusion related to reimbursement of payments he made during the time in...

which new homeowners took over security monitoring services in his former home.
Prior to receipt of your letter, Guardian did process a refund to Mr. [redacted] in the amount of $111.98. Said refund will be provided to Mr. [redacted] via check from the [redacted] Group of Companies and will be forwarded within the next two (2) weeks. Again, Guardian apologizes for any inconvenience. Guardian regrets losing Mr. [redacted] as a valued customer and hopes that he would consider using Guardian again in the future.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Kathleen V[redacted], Director
Account Management Department

April 28, 2017 Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] [redacted] Dear Ms. [redacted]:   Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values the opportunity to clarify this matter for all parties and to facilitate resolution of her concerns. Ms. [redacted] expressed dissatisfaction regarding billing statements received for onsite service conducted at her residence. Ms. [redacted] further stated that she was promised the service would be completed at no charge to her. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account, including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)  A review of the telephone conversation with Ms. [redacted] on April 5, 2017 indicated that Ms. [redacted] verbally acknowledged her understanding that the trip fee of $50 would be waived and that she would be billed Guardian’s standard rates for the onsite service appointment.  Guardian has contacted Ms. [redacted] directly to provide the above information. During that conversation, Guardian agreed as a one-time courtesy to waive the labor fees associated with the above mentioned service visit. Guardian also agreed to apply a credit to Ms. [redacted]’s account equal to one (1) month of monitoring services. Ms. [redacted] has acknowledged her understanding that Guardian has now applied credits for four (4) months of monitoring services and that no further credits will be offered or applied. Ms. [redacted] will also receive separate correspondence from Guardian outlining a new payment arrangement for the balance due on her account.  Thank you for informing Guardian of this matter. Should you have any questions regarding the above, please feel free to contact me directly at [redacted].                                         ...⇄ Sincerely,                                   ...⇄ William K[redacted], Manager                                    �...⇄ Customer Care Department

September 19, 2016   Revdex.com Attn[redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220   RE:      [redacted] [redacted]   Dear Ms. [redacted]    Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of Mr. [redacted]’s concerns. Guardian values the opportunity to address and clarify this matter for all parties.   Please be advised that Guardian is a separate and distinct company engaged by [redacted] LLC to provide 24-hour alarm monitoring and related services for [redacted] customers. Guardian provided said services to [redacted] customers until [redacted] recently transacted an arrangement with [redacted] for future servicing of their customers. As part of that arrangement, [redacted] requested that Guardian direct future customer inquiries to [redacted].  [redacted] can be reached at ###-###-####.   Also please note that Mr. [redacted]’s sales transaction, including but not limited to any contractual arrangement to which he may have entered with [redacted], took place directly between [redacted] and Mr. [redacted]. Guardian was not present and had no involvement in that transaction. Therefore, Mr. [redacted], as a [redacted] customer, will need to direct any questions or disputes directly to [redacted].  [redacted] can be reached at:  [redacted], LLC, [redacted]  [redacted]. Telephone: ###-###-####.   Thank you for allowing Guardian to clarify its role in this matter. Should you have any questions, please feel free to contact me at ###-###-####.                                           ...⇄ Sincerely,                                               ...⇄ April M[redacted], Manager                                         ...⇄ Dealer Operations

May 31, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 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 complaint. Guardian values the opportunity to...

provide response in hopes of facilitating resolution. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account including all telephone interactions with Mr. and Ms. [redacted]. (Please note that due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Skyline Security Management, Inc. (“Skyline”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly with Skyline, not Guardian. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please 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 Skyline. Guardian 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 aspects of Skyline’s business. Our records indicate Ms. [redacted]’s initial transaction with Skyline occurred on September 12, 2014 at which time she executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate clause which specifically states, “The initial term of this Agreement is 36 months.” Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form. During the initial sales transaction, Skyline routinely conducts a recorded and documented telephone conversation between the customer and Skyline whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating services. The purpose of Skyline’s telephone survey is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both parties. Guardian’s research confirmed that Mr. and Mrs. [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of thirty-six (36) months. A similar telephonic survey was conducted between Skyline and Mr./Ms. [redacted] following installation of the system whereby Mr. and Ms. [redacted] again orally confirmed the initial term to be thirty-six (36) months. Upon receipt of your letter, Guardian contacted Ms. [redacted] to provide the above explanation. During that conversation, Guardian’s representative reviewed with Ms. [redacted] that Guardian possessed a copy of an email sent to Ms. [redacted] on May 1, 2017 which contained a copy of the Agreement as she had previously requested. Guardian’s representative forwarded another copy of the Agreement to Ms. [redacted] via email. Guardian’s representative also reviewed with Ms. [redacted] the above information related to the telephone recordings wherein Mr. and Ms. [redacted] verbally confirmed the thirty-six (36) month initial term. In a genuine effort to assist Ms. [redacted], Guardian’s representative again offered to relocate monitoring services to Ms. [redacted]’s new home. More specifically, Guardian offered to install the same equipment in the new home as what was located in Ms. [redacted]’s previous residence, all at no charge, in exchange for execution of a new thirty-six (36) month Agreement at the same monthly rate. Should Mr. and Ms. [redacted] wish to relocate, Guardian will agree to waive the current balance due on the account and will further agree to waive the four (4) months remaining in the current initial term. Ms. [redacted] informed Guardian that she wished to discuss the offer with her husband before making a decision. Guardian believes the above offer to be fair and reasonable and remains hopeful that Mr. and Ms. [redacted] will concur. This offer shall remain available until close of business on June 28, 2017. Alternatively, Ms. [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel the account. I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

Thank you for forwarding Mr. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian welcomes any opportunity to work with a customer to ensure their complete satisfaction with the services offered by Guardian.
Mr. [redacted] has expressed discontent related to the camera...

system installed in his home. Immediately upon receipt of the complaint, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Mr. [redacted] informed Guardian that contractors working in his home had tripped electrical outlets which tied into the camera system, thus causing loss of power to the camera through no fault of Guardian or Guardian’s equipment. Mr. [redacted] has since restored power to the camera system and has informed Guardian that the equipment is functioning properly.
Mr. [redacted] also inquired about reducing his monthly monitoring rate. In good faith, Guardian offered to reduce Mr. [redacted]’ rate to $52.95 per month. Mr. [redacted] has indicated his complete satisfaction with this resolution and further expressed that he no longer wishes to cancel his account. Guardian values Mr. [redacted] as a customer and is pleased to continue providing him with his security monitoring services.
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr. [redacted]’ concerns. Should you have any questions, please contact me directly at [redacted], ext. [redacted].
Sincerely,
[redacted] Manager
Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]This resolution does not satisfy my previous request. They have offered me an early buy out of the rest of my contract that should be dated back to the original request to cancel my service(June). This would then include all the payments that have been made up until now which would leave a balance around $250. I have seen and continue to see hundreds of complaints of the same circumstance and still believe that it is the continued practice of this company to trap people so they have to pay for services they are not even receiving. While they do cover their bases legally to protect themselves to conduct this type of business, I think others should know there is no integrity with this company. It is a game of deception and the owner should be ashamed of his business practices.I believe that I should have no fee as I have continued to pay for services I have not received since June. The company has made enough money for doing nothing already.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, both names appear on my contract, either one can take payment from my account.  They are partnered with [redacted], Inc... one is at the top of the header, and one is at the bottom.Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors.  I called more than credited in Mr. Andy A[redacted] statement, they never called me concerning the issue...NOT ONE TIME.  I do not appreciate being lied about.  NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A[redacted]. After the technician came,  I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A[redacted] they contacted me. All of this should be of no surprise, as they record everything.  I am genuinely upset with the way that this has been handled to date.  It is just a run around and wish the contract to be void, I don't want them in my house, or near my property.  As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise.   It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me.  He said he doesn't work on Mondays, which is one of my days avaible to contact him.The contract should be voided, as I do not trust, or wish to do business with this company.  I am tired of this, and I didn't plan on accepting the free gizmos from them.  My house and doors are worth way more than that........and so is my integrity.   I do not appreciate the silliness of all this.  They know what has happened...and not once has [redacted], Inc tried to contact me regarding this issue.  It's just a big circle.Regards,[redacted]

June 21, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian appreciates the opportunity to facilitate resolution of her concerns.
While Ms. [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 customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s sales transaction, system installation and system activation process took place directly between [redacted] and Ms. [redacted]. Further, Ms. [redacted]’s contractual arrangement is with [redacted], not Guardian. [redacted] is a separate and distinct company from Guardian. Guardian 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.
Ms. [redacted]’s letter expresses discontent related to false alarm fines assessed by her local municipality. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss these concerns directly. During that conversation, Ms. [redacted] expressed that during several false alarm events she requested that police be dispatched as she was not onsite at the monitored premises to confirm whether the alarm was false or actual. Because these alarms were false on nature, she was subsequently assessed false alarm fines.
In light of Ms. [redacted]’s concerns that the equipment may be malfunctioning and causing false alarms, Guardian’s representative offered to schedule onsite service at no charge to Ms. [redacted] to test the monitoring equipment. Should the technicians find an underlying issue which caused the false alarms, Guardian’s representative offered to request that the fines be waived by the municipality and/or discuss a credit to the account. After consideration, Ms. [redacted] accepted Guardian’s offer.
An onsite service appointment is scheduled to take place on Tuesday, July 28, 2016. Please be assured that Guardian will continue to work closely with Ms. [redacted] and ensure that all of her concerns are resolved to her complete satisfaction during the service visit.
Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] 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] [redacted]

October 4, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 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 complaint. Guardian welcomes the...

opportunity to resolve Mr. [redacted]’s concerns. For 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 Skyline. In order to establish a Guardian account and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Skyline. All such required paperwork was provided thereby facilitating activation of monitoring services and subsequent billings for the subject account. Please 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 Skyline. Guardian 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 business. Upon receipt of your letter, Guardian immediately reached out to Mr. [redacted] directly. Due to Mr. [redacted]’s unique circumstances, Guardian has processed the cancellation of the account effective immediately. Mr. [redacted] has expressed his satisfaction with this resolution. Guardian extends its sincere apology to Mr. [redacted] for his negative experiences. Please understand these experiences are not reflective of Guardian’s high quality standards and expectations. Guardian 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 organization. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please do not hesitate to contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team