YMCA of Central Ohio

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.I don't need the system in my house they can come and get it. I am not paying for something that's out of date.  I hope we can resolve this issue by just ending my contract.  its that simple Regards,
[redacted]

January 23, 2017RE:      [redacted], Case #[redacted]Dear Ms. [redacted] Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian deeply regrets Ms. [redacted]’s negative experience with our company. Due to Ms....

[redacted]’s unique circumstances, Guardian has accepted her request to cancel her account. Guardian received Ms. [redacted]’s written cancellation authorization on January 19, 2017. Accordingly, Ms. [redacted]’s account is in the process of being terminated without further payment. Guardian sincerely apologizes to Ms. [redacted] for her recent experience. Guardian takes great pride in providing excellent customer service and regrets that Ms. [redacted]’s interaction with our firm was less than exemplary.Thank you for allowing Guardian to address this matter for Ms. [redacted]. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                  �...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Service Loyalty 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.
I have contacted Guardian multiple times to resolve this without avail.Please see attached 2 documents with my response. One providing response to the complaint and the other as supporting evidence that Guardian has charged, on several occasions, various amounts, no credits have been issued, and the "6 month promotion" was not provided as they are alleging which I NEVER agreed to- verbally or in writing. If this is not resolved, I will have to further my complaint proceedings. I am requesting yet again the following: -          Cancellation of this invalid contract without penalty-          Documentation of a signed agreement that the rate of $17.47 I was informed would end at a specific date-          Documentation/Evidence of an agreement allowing Guardian to withdraw any funds above the agreed amount from my account. IF there was an agreement to only provide $17.47/month FOR ONLY 6 MONTHS, I would like to see where I signed and agreed to those terms as I have requested from Guardian multiple times. My understanding is that this documentation does not exist.   Per the documentation attached, if I was in fact to receive a “promotion” from Guardian for 6 months, I would not have been charged until February at the rate that they claim I agreed to. As you can see, I was charged $34.95 beginning in January 2017, $42.26 in September 2017, $17.48 in March 2017, $34.95 in March 2017 and another $34.95 again in April 2017. Per the response from Guardian, the charges should have been $17.47/month through 6 months would have started in August 2016 and ended in January 2017. I made no verbal agreements to enter into a long-term, 60-month contracts for $34.95/month.   I am requesting yet again the following: -          Cancellation of this invalid contract without penalty -          Documentation of a signed agreement that the rate of $17.47 I was informed would end at a specific date -          Documentation/Evidence of an agreement allowing Guardian to withdraw any funds above the agreed amount from my account. 
Regards,
[redacted]

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.AMP Customer Representative Manage just reached out to me and asked me to take all the complains back for AMP and Guardian to resolve my issues.Here, I am requesting Revdex.com to take off all my complains for AMP and Guardian in order for AMP to release me out of their any contract with me without any extra payments to them now or in the future.
Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your help with this matter. One additional item that I would like to bring to the attention of Guardian Protection is that I had spoken with someone in their customer service department over a week ago because my first and last names are misspelled on my account and I am unable to edit them myself on the [redacted] app or website.  I was told that a request would be forwarded to Guardian's data entry department but I have not seen the changes corrected yet.  Can someone get back to me on this?
Regards,
[redacted]

While disappointed in [redacted]s handling of the refund and their refusal to even process the refund prior to picking up the equipment, despite their legal / contractual obligation, I understand that it is not a matter that pertains to Guardian Protection Services.
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 8, 2016   RE:      [redacted] – Complaint ID #[redacted]   Dear Ms. [redacted]:    Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian sincerely apologizes to Mr. [redacted]...

for the issues he has experienced with this cellular communication.    Upon receipt of your letter, Guardian contacted Mr. [redacted] and explained that a refund of $150 would be provided pursuant to his request. Mr. [redacted] expressed his satisfaction with this resolution. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to continue providing him with his security monitoring services.   Thank you for providing Guardian the opportunity to address 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

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]

July 21, 2016   Revdex.com Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220 RE:        [redacted] [redacted]
* Dear Ms. [redacted]    Thank you for providing Guardian Protection Services, Inc. (“Guardian”)...

with Mr. [redacted]’ complaint dated July 19, 2016.   Before Guardian had the opportunity to contact Mr. [redacted] to discuss his concerns directly, Mr. [redacted] delivered a check in the amount of $750 to Guardian’s corporate headquarters for payment of the early termination fee on July 20, 2016. At that time, Mr. [redacted] requested that Guardian cease any further contact with him.   Pursuant to Mr. [redacted]’ payment of the early termination fee, Mr. [redacted]’ account was cancelled effective July 20, 2016. Guardian apologizes to Mr. [redacted]’ that its efforts to resolve this matter did not meet his expectations.   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

January 22, 2018Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with the above-referenced complaint. Guardian greatly values the...

opportunity to facilitate resolution of Ms. [redacted]’s concerns. Upon receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’s account and identified the billing error which was the subject of Ms. [redacted]’s complaint. Guardian immediately contacted Ms. [redacted] directly to provide explanation. During that conversation, Guardian confirmed that the erroneous payment has been refunded to Ms. [redacted]’s bank account. In addition, a credit equal to two (2) months of monitoring services has been applied to Ms. [redacted]’s monitoring account in apology for any frustration and inconvenience. Ms. [redacted] has expressed her satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for any confusion. Thank you for providing Guardian with the opportunity to respond. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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]

September 6, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]  400 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 deeply regrets...

Mr. [redacted]’s negative interactions with our company. Guardian takes great pride in providing excellent customer service and regrets that Mr. [redacted]’s interaction with our firm was less than exemplary. Due to Mr. [redacted]’s unique circumstances, Guardian has accepted his request to cancel his account without further payment. Thank you for allowing Guardian to address this matter for Mr. [redacted]. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

Customer Service IssuesselectProblem: my alarm started beeping non-stop. This lasted several days. I contacted guardian & spoke with Cecilia, who said she would have some one call me back. No one returned my call. I called again several time and was instructed by their technician on how to fix the problem. The "technician" did not even know the right size batteries. to make a long story short nothing they said to do fix the problem. So, I had to rip the wires out to make the beeping stop after days of listening to a high piercing sound 5 feet from my bed resulting in no sleep.This is the second time this malfunction has occurred.I appealed to the Revdex.com several months ago with the same complaint. You had them send out their best "technician" to fix the problem.I would like to be released from my contract from them as, once again , I am paying for a non-working alarm, they are a rip-off.Desired Outcome: I want to be released from my contract. I want to Fire them. Their service is no-existent. Their so-called technicians read from a manual they have no-idea how to resolve any problems. And, their equipment is garbage. This is the second time this had happened in a matter of months

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.The technician came to my home the day after I moved in.  Things were as hectic and chaotic as you can imagine.  Both the installation technician, as well as the account manager who I spoke with on the phone, both told me verbally that my contract was for 24 months.  After receiving multiple verbal confirmations before signing anything, I went ahead and signed the paperwork.  I am not the first Guardian customer that this has happened to.  A quick Google search reveals other customers complaining of the exact same thing, as well as other shady business practices by Guardian Protection Company.  Being forced to pay an ETF of $1000+ is absolutely ridiculous for an alarm company.  There's no other utility or service (Internet, Electricity, Gas, Water, TV, Cell Phone, etc.) that charges an ETF as high as this if you wish to cancel their service.  Not only that, if you do not provide a written cancellation 30 days prior to your contract expiring they will auto-renew your contract for another 5 years.  If I were to sell my home within this 5 year period, Guardian instructed me that I would either have to pay their ludicrous ETF or get the buyers of my home to take over the alarm contract.  Otherwise, I'd have to continue to pay for an alarm system that would no longer be in my possession in a home that I no longer own... THIS IS INSANE!  I do not use my alarm system and am more than willing to return all of the equipment to Guardian Protection services.  Because of that, I only wish to end my contract with Guardian.
Regards,
[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.
I spoke to a representative in August 2017, about the additional charge to my account I was offered a new payment of $35, a month and an additional month free. I was told she would send the information and contract by email. I waited two weeks then mailed the  electronic payment verification from my bank and also called back and was taken thur the bill again. I informed him (Jesse) I was suppose to receive one month free and I thought it was September 2017, and also a new lower payment of services.  I have attached verification of this new contract.  I still have no clarity on any payments not paid or that Guardian will remove a computer generated non-payment charge that was received on 8/22/2017. When I was told was june 2017,  was the original payment not received.I have paid all months due expect Sept 2017, due to new agreement and still have not heard when this will start. 
[redacted] [redacted]

October 13, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).
Mr. [redacted] letter expresses discontent with Guardian’s explanation that his contractual obligation is with [redacted] and not Guardian. In an effort to clarify this matter for Mr. [redacted], please note that his Agreement states, “This agreement is entered into this 13th day of March, 2014 between [redacted]. hereinafter referred to as “Company” and [redacted].” Guardian is contracted by [redacted], to provide 24-hour monitoring services, telephone support services and billing services for Mr. [redacted]. A copy of Mr. [redacted] Agreement with [redacted] is attached for your reference.
Mr. [redacted] letter also asserts that he informed Guardian of his concerns with the exterior door contacts prior to August 3, 2015. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Guardian reviewed Mr. [redacted] account and found no telephone interactions with Mr. [redacted] prior to August 3, 2015 related to the exterior doors. If Mr. [redacted] contacted [redacted] directly regarding this matter, Guardian would have no record of those telephone interactions. Additionally, if Mr. [redacted] left voicemail messages for [redacted] related to this matter, Guardian would have no record of those interactions as well. Our records indicate that Guardian has been professional and responsive at all times in its efforts to assist Mr. [redacted].
Guardian apologizes that its efforts to satisfy Mr. [redacted] have not met his expectations. Guardian has relayed Mr. [redacted] concerns to [redacted]. [redacted] is not prepared to replace the exterior doors, nor is [redacted] willing to simply cancel Mr. [redacted] account as he has requested. [redacted] does remain willing to provide Mr. [redacted] with account credits or additional security equipment in an effort to earn his satisfaction. Alternatively, should Mr. [redacted] wish to cancel his account with [redacted], he may do so upon remittance of the early termination fee as set forth in Section 3 of his Agreement. That amount is designated to be of $1,574.65. (35 months X $44.99 = $1,574.65.)
Thank you for the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andy A[redacted], Manager
Customer Service Department

October 25, 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 values the opportunity to provide...

response and clarify this matter for all parties. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Complete Home Security (“Complete Home”). Our records indicate Mr. [redacted]’s initial transaction with Complete Home occurred on March 31, 2015 at which time he executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is 60 months.” Our records indicate that Mr. [redacted]’s system was installed and activated by Complete Home on April 20, 2015. On May 18, 2017 with thirty-six (36) months remaining in the initial term, Mr. [redacted] informed Guardian that he had moved from the monitored premises. Mr. [redacted] declined to transfer services to his new home and requested the cancellation of the account. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination fee. Mr. [redacted] disputed the information provided to him and stated that he would not remit further payment. Guardian spoke with Mr. [redacted] on August 1, 2017 at which time Mr. [redacted] advised that his ex-wife was selling the monitored premises. Guardian’s representative explained that if the new homeowners elected to activate monitoring services under a new agreement for the remaining term, Mr. [redacted] would be relieved from all remaining obligation. Mr. [redacted] requested that services be terminated immediately. Guardian’s representative explained that billing would continue until the end of the initial term. Upon receipt of the subject complaint, Guardian reached out to Mr. [redacted] to discuss this matter further. To date, Guardian has not been able to speak directly with Mr. [redacted]. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Section 11 of Mr. [redacted]’s Agreement states, “Your obligations under this Agreement continue even if You sell or leave the Premises.” Should Mr. [redacted] wish to cancel his account at the present time, the terms of his Agreement state he may do so upon remittance of an early termination fee. That amount is designated to be $1,531.74 ($1,250 early termination fee + $281.74 balance due on account.)  Accordingly, upon Guardian’s receipt of payment of the above amount, Mr. [redacted]’s account will be cancelled and he will be released from all remaining obligation. Alternatively, Guardian remains willing to transfer services to Mr. [redacted]’s new home, transfer services to a friend or family member, or work with the new homeowners to activate monitoring services under a new Agreement for Mr. [redacted]’s remaining initial term. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

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. I however want to point out that I don't like the wording of the response, as Guardian try to indicate that they have done nothing wrong. E.g. bringing up that a tablet signature doesn't look like a normal signature is irrelevant in this case as my wife didn't sign anything, and was never presented with a tablet or work-order of any kind at all.
Regards,
[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.
1.Guardian's letter back doesn't address any of the issues of taking advantage of the elderly.  They hide behind [redacted]'s origianl contract but are all too happy to collect the fees and demand future payments for services not rendered.  They harassed me and my grandmother.  They were threatening when suggesting I find someone else to pick up my grandmother's contract and when they suggested the new owner's of my grandmother's house be contractually obligated to fulfill thier requirements.  They failed to pass my concerns up the ladder of management until I wasted my time filling out complaint forms and [redacted] reviews.  Completely unprofessional and I think their "A" grade from the Revdex.com should be re-evaluated.]
Regards,
[redacted]