YMCA of Central Ohio

April 19, 2016
RE: [redacted], Case #[redacted]
Dear Mrs. [redacted]:
Thank you for forwarding Mrs. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and clarify this matter for all parties.
Mrs. [redacted]’s letter expresses...

discontent related to the installation of security equipment during her recent upgrade. For background, Mr. and Mrs. [redacted]’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, Mr. and Mrs. [redacted] elected to upgrade their security system. Mr. [redacted] executed an Interactive Upgrade Addendum (“Addendum”) on January 26, 2016 for an initial term of forty-eight (48) months. On February 11, 2016, Guardian installed all of Mr. and Mrs. [redacted]’s selected equipment with the exception of one (1) device which was damaged out of the box. Guardian’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 devices. Mrs. [redacted] requested a different technician return to correct the appearance of the devices and to install the missing device. Guardian apologized to Mrs. [redacted] for any inconvenience and explained that a new sensor had been ordered. Upon the sensor being delivered, Guardian would contact Mrs. [redacted] to schedule an appointment.
An onsite service appointment was scheduled for February 26, 2016 to install the missing sensor and make cosmetic alterations to the new equipment however Mrs. [redacted] subsequently requested that the appointment be rescheduled. Pursuant to her request, the onsite service appointment was rescheduled for March 3, 2016. Guardian’s technician was dispatched as scheduled on March 3, 2016. While onsite, the technician removed glue residue which remained from the installation of the initial security equipment. The technician also made cosmetic changes to the alignment of the new security devices which resulted in the devices being more aesthetically pleasing. The following day, Mrs. [redacted] expressed her pleasure with the work of the technician however stated he had missed several devices on the basement windows. A technician returned to Mrs. [redacted]’s home on March 8, 2016 and made additional cosmetic corrections (i.e. using glue remover and filling holes with white silicon, etc.). The technician also replaced two (2) transmitters. Prior 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 sensors. A technician returned that day on March 9, 2016 and found that serial numbers on several sensors were incorrectly programmed. The technician corrected the programming and replaced the living room window contact. Guardian now believes the issues with the window sensors and the cosmetic appearance of the new devices to be resolved.
Mrs. [redacted]’s letter also expresses concern related to the motion sensor in her home. More specifically, Mrs. [redacted] states that the motion sensor did not detect her movement in the home while the system was armed. Guardian reviewed Mrs. [redacted]’s account including the history log from Mrs. [redacted]’s panel and determined that the system was armed in “stay” mode during the time in question. Please 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 devices. Should 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, 2016 to provide the above explanation. During that conversation, Mrs. [redacted] conducted a test of her system while it was armed in “away” mode and the motion sensor did activate properly. Guardian’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. [redacted]’s system and program the Zone 18 motion sensor to be incorporated with the “night stay” option. Mrs. [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, 2016 and April 6, 2016 to advise her of the programming changes and to inquire if she had had the opportunity to test the motion sensor. Mrs. [redacted] emailed Guardian on April 6, 2016 and stated that she had tested the motion sensor twice with no success. Guardian’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 line. Guardian’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 sensor. Mrs. [redacted] expressed that she wished for the motion sensor to be armed during the night with no entry delay. Guardian’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 keypad. Guardian’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 changes. Guardian’s representative requested that Mrs. [redacted] contact Guardian to relay whether the motion sensor was now working as she desired. Guardian left additional voicemail messages on both Mr. [redacted]’s cell phone and Mrs. [redacted]’s cell phone on April 11, 2016 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 successful. As 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. [redacted]’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 matter. Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

June 24, 2015
Revdex.com of Western Pennsylvania
Attn[redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [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 provide response and facilitate resolution of Ms. [redacted]’ concerns.
For background, please note this account came to Guardian by way of an Authorized Dealer known as [redacted]. As such, all aspects of the sales transaction took place directly with [redacted]; Guardian was not present during the sales transaction or system installation. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. 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] business.
Our records indicate an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) in the name of “[redacted] [redacted] Bible Bookstore” and dated February 28, 2013 bears the signature of “[redacted].”
Ms. [redacted] has asserted that the signature found on the Agreement was executed by a third party without her permission or knowledge. Upon receipt of your letter, Guardian spoke with Ms. [redacted]’ father, Mr. [redacted], Jr., who stated the monitored premises belongs to him and all responsibility for the account should belong to him as well. Mr. [redacted] further expressed that the account never should have been created in his daughter’s name.
Based on the above information and at the request of the parties, Guardian has made arrangements to transfer the account responsibility to Mr. [redacted]. Upon receipt of the executed documentation authorizing the change, Guardian will remove Ms. [redacted]’ from the account and she will be released from all responsibility and obligation. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Ms. [redacted]’ complaint. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
[redacted], Manager
Customer Service Department

July 10, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted], Case #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian welcomes the opportunity to...

provide response and assist in facilitating resolution of his concerns.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”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly with Complete Home, not Guardian. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Complete Home. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that Complete Home 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 Complete Home, including security evaluations, sales processes, installation practices or any other aspects of Complete Home’s business. Our records indicate Mr. [redacted]’ initial transaction with Complete Home occurred on June 9, 2016 at which time he executed a Home Improvement 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]’ system was installed and activated by Complete Home on June 16, 2016. Mr. [redacted]’s letter expresses discontent related to a non-working product which he further stated only worked for three (3) months. Our records indicate Mr. [redacted] did not report any issues to Guardian until April 25, 2017, ten (10) months following installation of his system. At that time, Mr. [redacted] reported issues with the doorbell camera. Guardian immediately informed Complete Home who conducted onsite service at Mr. [redacted]’s residence on April 28, 2017 during which Complete Home’s technician replaced the doorbell camera. Subsequently, Complete Home instructed Guardian to invoice Mr. [redacted] $195 for the onsite service visit. Said invoice was generated on May 25, 2017.On June 29, 2017, Mr. [redacted] contacted Guardian to dispute the billing statement for the service visit on April 28, 2017. In a good faith effort to satisfy Mr. [redacted], Guardian applied a credit to his account in the amount of $100, waiving one-half the cost of the service visit. Mr. [redacted] further stated that he was unhappy with the service, planned to relocate from the monitored premises, and wished to cancel his account. Guardian’s representative informed Mr. [redacted] that forty-seven (47) months remained in the initial term of the Agreement and that he was ineligible to cancel the account absent payment of an early termination fee. Guardian’s representatives also explained that the services could be transferred to Mr. [redacted]’s new residence or if the new homeowner elected to activate services under a new agreement for a 47-month term, Mr. [redacted] would be relieved from all remaining obligation. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian contacted Mr. [redacted] to review his concerns directly. During that conversation, Mr. [redacted] expressed discontent with cost of the early termination fee. Guardian’s representative explained that Guardian is willing to work with Mr. [redacted] to reduce the early termination fee, however Mr. [redacted] expressed that he wished for Guardian to contact the new homeowner do determine if they were interested in activating services. Guardian has subsequently reached out to Mr. [redacted] several times to follow up, however Mr. [redacted] has not contacted Guardian in response. Respectfully, Guardian is unable to simply cancel Mr. [redacted]’s account without further payment. Our records indicate that Mr. [redacted]’s security system has been working properly at all times as evidenced by receipt of all regularly scheduled monthly test signals. While Mr. [redacted] cites dissatisfaction with the doorbell camera, please note Guardian was unaware of any discontent related to the device until April 2017. Upon notification, Guardian immediately informed Complete Home who conducted onsite service three (3) days later. Upon learning of his dissatisfaction with the cost related to the appointment, Guardian waived one-half of the fee in a good faith effort to satisfy Mr. [redacted]. Guardian has at all times honored its obligation under the Agreement. Based on the above information, Guardian respectfully declines Mr. [redacted]’s request to cancel his account without further payment. Should Mr. [redacted] wish to move forward with cancellation, he may do so upon payment of the early termination fee as designated in the terms of his Agreement. That amount is defined as $1,250. Upon receipt of payment of $1,250, Guardian will cancel Mr. [redacted]’s account and he will be released from all remaining obligation. Alternatively, Guardian remains willing to work with Mr. [redacted] to relocate services to his new home, or contact the new homeowner to determine if they are interested in activating services under a new agreement in the equivalent of Mr. [redacted]’s remaining initial term. Thank you for allowing Guardian the opportunity to address and clarify this matter. Should you have any questions, please contact me at ([redacted]. Sincerely,Kathleen [redacted], Director Account Management Department

November 30, 2016 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 respond and assist in facilitating resolution of his 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], Inc. (“[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. Mr. [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 process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian 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 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.  Given that the nature of Mr. [redacted]’s complaint relates to his sales transaction with [redacted], Guardian has provided a copy of the complaint to [redacted] and requested that they contact Mr. [redacted] directly. [redacted] has subsequently informed Guardian that Mr. [redacted]’s system has been reinstalled by [redacted] and that Mr. [redacted]’s system now contains the exact protection that was previously being provided by [redacted]. To commemorate the transaction, Mr. [redacted] has executed a new Agreement with [redacted] for an initial term of forty-one (41) months. Based on this information, Guardian believes Mr. [redacted]’s concerns to be fully resolved. Should you or Mr. [redacted] need to reach [redacted] directly, they may be contacted at:  [redacted] Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Director                                    ...⇄ Dealer Operations

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.
Please see attached addendum as referenced by Guardian.  It clearly states External Cameras and if you noticed the amount is $299 due per the contract not what they are billing me for of $499.  As far as calling into Guardian, I have phone records that will show that I made numerous attempts to contact them after installation, not just the one attempt in April.  In April is when it was escalated to Revdex.com.  I did not attached any phone records (but I can if needed) because I feel the contract speaks for itself.
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] [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.
Them assuming I am now happy is not any help to me. They did not address any issues in my letter. We may close the case but please leave it as a negative unsolved case. Thank you.
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]

August 31, 2015
RE: [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 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 customers. Mr. [redacted]’s account is among those for which Guardian provides these services. Mr. [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 process. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian 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 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.
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 agreement. Guardian 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 billings. Respectfully, at no time did Guardian change the terms of Mr. [redacted]’s Agreement with [redacted] as asserted in his complaint. Upon receipt of Mr. [redacted]’s Agreement from [redacted], Guardian began billing Mr. [redacted] the monthly rate reflected on the Agreement. Upon 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 concerns. In 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.
Mr. Elliot has also asserted that Guardian withdrew money from his checking account without permission. Respectfully, Mr. [redacted]’s assertion is false. At the time of sale, Mr. [redacted] elected to enroll in Guardian’s electronic form of billing and payment. This option enabled Mr. [redacted]’s payment to be made through automatic deduction from his checking account at the same point in time each month. On 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 issues. Our records indicate Mr. [redacted] contacted Guardian on July 24, 2015 for assistance in obtaining the security code needed to disarm his system. While 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 sound. In an attempt to silence the audible siren, Mr. [redacted] removed the keypad from the wall causing damage to the screen. Mr. [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 keypad. Guardian’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 normal wear and tear. Mr. [redacted] disputed the cost associated with onsite service and requested the cancellation of his account. Guardian’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 account. Mr. [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 explanation. In a good faith effort to bring swift resolution to this matter, Guardian conducted onsite service at Mr. [redacted]’s residence on August 28, 2015 at which time the broken keypad was replaced at no charge. Additionally, Guardian has also applied a credit to Mr. [redacted]’s account in a good faith effort to earn his satisfaction. Mr. [redacted] has indicated that his concerns have been fully resolved.
Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at (800) 533-4827, ext. 12373.
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

August 5, 2015
RE: [redacted] – Complaint ID [redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted] additional comments. Guardian regrets that Mr. [redacted] remains dissatisfied with the efforts made to resolve his complaint. Notwithstanding, Guardian’s position respectfully remains the same.
In good faith, Guardian has offered to waive the $750 early termination fee and accept payment of $2,169.00 to cancel Mr. [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr. [redacted] home only. Mr. [redacted] has indicated that Guardian may retrieve the security monitoring equipment from his home however it is important to understand that Guardian is unable to install previously used equipment in another customer’s home, much like Mr. [redacted] would not want previously used equipment installed in his home.
Alternatively, Guardian has offered:
1) Guardian will reinstall all security monitoring equipment which was removed by Mr. [redacted].
2) Guardian will install commercial grade sensors on the steel door(s).
3) Guardian will install a repeater to improve communication from the wireless devices at a greater distance from the panel.
4) Guardian will apply a credit to Mr. [redacted] account equal to three (3) months of monitoring service.
5) Guardian will waive $40 assessed to Mr. [redacted] account for returned payment fees.
6) Following installation, should Mr. [redacted] experience any operational issues with his system which Guardian is unable to correct after performing onsite service, Guardian will honor its Quality Installation Guarantee and allow Mr. [redacted] to cancel his account without further payment.
Guardian believes it has made every reasonable effort to resolve Mr. [redacted] concerns in a manner that is fair to all parties. The above offers shall remain available to Mr. [redacted] until close of business on August 19, 2015.
Should you have further questions or concerns, I may be reached at ###-###-####, ext. [redacted].
Sincerely,
Andrew [redacted], Manager
Customer Service Department

May 24, 2016
RE: [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 concerns.
For...

background, Guardian initially spoke with Mr. [redacted] on April 8, 2015 at which time he requested activation of the existing system in his new home. After discussing options and equipment with Guardian’s representative, Mr. [redacted] elected to activate the existing system, add a cellular communication device and add a new panel in exchange for a $39.95 monthly fee, with the first five (5) months to be provided at no charge.
To commemorate his decision to engage Guardian, Mr. [redacted] executed a Sales and Monitoring Agreement (“Agreement”) on April 8, 2015. The initial term is clearly designated as sixty (60) months in the Special Conditions section, and in the separate and bolded clause which states, “This is a sixty (60) month monitoring agreement.” The Agreement bears Mr. [redacted]’s initials next to this special bolded section. The Agreement also bears Mr. [redacted]’s signature.
At the time of sale, Mr. [redacted] was provided with three (3) full business days to review, alter or cancel his transaction with Guardian. Mr. [redacted] acknowledged this policy by executing a “Notice of Cancellation” form. Guardian did not receive a written request to cancel from Mr. [redacted] and therefore proceeded to provide, install and activate security equipment. Mr. [redacted]’s system was activated on April 30, 2015.
On May 6, 2016 with forty-nine (49) months remaining in the initial term of his Agreement, Mr. [redacted] requested the cancellation of his account. Guardian’s representative explained that Mr. [redacted] remained in the initial term of his Agreement and was ineligible to cancel. Mr. [redacted] disputed the initial term of his Agreement. Guardian’s representative reviewed the Agreement and confirmed the initial term to be sixty (60) months. A copy of the Agreement was mailed to Mr. [redacted] for his review.
On May 10, 2016, Mr. [redacted] reiterated his request to cancel the account, stating he believed the initial term to be twenty-four (24) months. Guardian’s representative explained that cancellation could not occur absent payment of an early termination fee. Guardian’s representative provided that amount to be $1,919.52, however offered to discount the amount to $1,300.00 in an effort to assist Mr. [redacted]. Mr. [redacted] disputed the amount provided to him and stated he was willing to remit $480.00. Guardian’s representative offered to make a final reduction to the early termination fee and accept $1,100.00 to cancel. Mr. [redacted] declined.
The following day on May 11, 2016, Guardian’s representative contacted Mr. [redacted] and expressed that he had reviewed the telephone interactions between Mr. [redacted] and Guardian from the time of sale. (Due to the nature of Guardian’s business, all telephone calls and interactions are recorded.) As a result, Guardian’s representative confirmed there was no verbal discussion or promise of a (2) year initial term. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter.
Respectfully, Guardian is unable to cancel Mr. [redacted]’s account absent payment of an early termination fee. Mr. [redacted] has fulfilled only eleven (11) months of the sixty (60) month initial term. Guardian incurred significant expense by providing, installing and activating Mr. [redacted]’s security system with the expectation to recover that expense over the initial term. It is therefore unreasonable to accommodate Mr. [redacted]’s request to cancel without further payment.
Guardian previously offered to accept a drastically reduced early termination fee in an effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement. Guardian remains willing to accept payment of $1,100.00 to cancel Mr. [redacted]’s account. This offer is extended until close of business on June 22, 2016 after which it will be rescinded. Alternatively, Mr. [redacted] may continue to remit timely monthly payments and enjoy the 24-hour monitoring services to which he contracted until such time that he is eligible to cancel.
Thank you for allowing Guardian the opportunity to clarify the above matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Service Department

February 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 Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a...

customer-centric organization and values the opportunity to address any concern. Guardian extends its apology to Ms. [redacted] for the delay in relocating her security system and for any inconvenience the delay may have caused. Ms. [redacted]’s recent experiences are not reflective of Guardian’s high quality standards and expectations. Upon receipt of your letter, Guardian reached out to Ms. [redacted] directly. Regretfully, Ms. [redacted] declined to speak with Guardian and indicated she would await a response from the Revdex.com.In a good faith effort to earn Ms. [redacted]’s satisfaction, Guardian would like to make the following offer:• Guardian will schedule a same day/evening/weekend appointment at no charge to Ms. [redacted] to install the AT&T card and activate the system communication; • Guardian will reduce the initial term of Ms. [redacted]’s Agreement from forty-eight (48) months to thirty-six (36) months; and • Guardian will reduce Ms. [redacted]’s monthly rate from $36.99 to $29.99. Additionally, Guardian has waived the balance due on the account and has applied a further credit in apology for Ms. [redacted]’s frustration. Again, Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Guardian values Ms. [redacted] as a customer and would appreciate the opportunity to regain her trust in our services. Ms. [redacted] may further discuss and/or accept the above offer by contacting Guardian at her convenience.Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

May 5, 2016
Re: [redacted] Complaint #[redacted]
Dear Ms. [redacted]:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Mr. [redacted]’s concerns.
Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]’s account including all paperwork and telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.) As a result, Guardian confirmed that Mr. [redacted]’s warranty period was designated as one (1) year on his Builder Division Sales and Monitoring Agreement (“Agreement”) dated July 26, 2015. Please note that the warranty period begins on the date Guardian completes installation of the structured wiring, not on the date the customer moves into the home. Our records indicate Guardian completed Mr. [redacted]’s structured wiring on October 25, 2013, and that the warranty expired on October 25, 2014. Mr. [redacted]’s initial request for onsite service was placed on December 18, 2015, which was outside of the warranty period. Additionally, please note that had the warranty period been two (2) years as Mr. [redacted] had believed, his request for service would still have been outside the warranty. Guardian apologizes to Mr. [redacted] for any confusion.
Guardian has contacted Mr. [redacted] directly to provide the above explanation. During that conversation, Guardian’s representative also explained that a review of the recent telephone interactions concluded that our representative misunderstood that Mr. [redacted] wished to cancel the onsite service appointment if it was deemed to be billable and not covered under warranty. As such, Guardian has waived the cost associated with the onsite service appointment conducted on January 4, 2016. Said credit of $102.50 was applied to Mr. [redacted]’s account on April 29, 2016. Mr. [redacted] expressed his satisfaction with this resolution and acknowledged his understanding that any future service visits needed to address structured wiring would be billable at Guardian’s standard service rates.
Thank you for allowing Guardian the opportunity to address this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted], Manager
Customer Care Department

July 10, 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] complaint. Guardian values its customers and welcomes...

any opportunity to address a question or concern. Upon receipt of your letter, Guardian immediately contacted Mr. [redacted]. 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 required. Notwithstanding, Guardian will accommodate Mr. [redacted] request to cancel the account effective immediately. Guardian will also provide Mr. [redacted] with a refund of the payment deducted on July 5, 2017. 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 needs. Should he desire security services in the future, I hope he will consider Guardian.Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ([redacted]. Sincerely,John T[redacted], Manager Customer Care Loyalty Department

January 12, 2018Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’ complaint. Guardian values the opportunity to...

provide response. Ms. [redacted] has disputed the $2 fee associated with receipt of monthly billing statements via mail. Upon receipt of your letter, Guardian reviewed Ms. [redacted]’ account and confirmed that monthly statements are electronically transmitted to Ms. [redacted]’ banking institution. Guardian further concluded that the $2 statement fee was being assessed to Ms. [redacted]’ account in error. Guardian sincerely apologizes to Ms. [redacted] for the oversight. A credit in the amount of $14 was applied to Ms. [redacted]’ account on January 11, 2018 to waive the $2 statement fees which have accrued over the past seven (7) months. Guardian has also ensured that the $2 fee will no longer be assessed to Ms. [redacted]’ account. A copy of Ms. [redacted]’ AR History is attached to verify the account credit. Thank you for allowing Guardian the opportunity to respond. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

August 9, 2017Revdex.com of Western PennsylvaniaAttn: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with the above-referenced complaint. Guardian...

appreciates the opportunity to provide response and clarify this matter for all parties. For background, please note that Ms. [redacted]’s security system was sold and installed by Skyline Security Management, Inc. (“Skyline”) whereby all aspects of her transaction took place directly with Skyline; Guardian was not present during the sales transaction or system installation. 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. 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. Guardian’s records indicate that Ms. [redacted] initially engaged monitoring services on September 21, 2015, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”). The initial term of the Agreement is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials beside the separate clause which states, “The initial term of this Agreement is 60 months.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. A Notice of Cancellation form was provided by Skyline at the time of sale which served to document that Ms. [redacted] received three (3) full business days to review and cancel her transaction with no further obligation. The document provides cancellation instructions which indicate that the document must be signed, dated and returned before midnight on September 24, 2015 in order to cancel the transaction. Ms. [redacted] asserts that she contacted Skyline “a week and a half after getting the system” to request the cancellation of her account. Guardian conducted a thorough review of Ms. [redacted]’s account and, respectfully, could find no record of Skyline or Guardian receiving the executed Notice of Cancellation form from Ms. [redacted]. Guardian first became aware of Ms. [redacted]’s desire to cancel her 24-hour monitoring services on July 19, 2017, nearly two (2) years after installation of her system. Guardian’s representative explained to Ms. [redacted] that she remained within the 60-month initial term of her Agreement and that an early termination fee was required to cancel the account at the present time. Ms. [redacted] indicated she was experiencing financial difficulty and in a genuine effort to assist, Guardian’s representative offered to apply credits to Ms. [redacted]’s account. Ms. [redacted] accepted the credits. Ms. [redacted] contacted Guardian again on July 31, 2017 and reiterated her request to cancel the account. Guardian’s representative politely explained that Ms. [redacted] had thirty-eight (38) months remaining in the initial term of her Agreement. Ms. [redacted] stated that she could not afford the monthly fee or the early termination fee to cancel. Guardian received the subject complaint shortly thereafter.Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Guardian’s representative reviewed that neither Guardian or Skyline had a record of receiving any cancellation request from Ms. [redacted] until July 2017. Ms. [redacted] reiterated that she could not afford the monthly payments and Guardian’s representative presented several offers in the hopes of providing a long term sustainable financial solution:1) To provide and install two (2) smoke detectors and five (5) additional sensors at no charge and at a reduced rate of $35/month in exchange for execution of a new 60-month Agreement; or 2) To reduce the rate to $31/month in exchange for execution of a new 60-month Agreement; or3) To remove the Voicelink intercom service and reduce the rate to $29.99/month in exchange for execution of a new 60-month Agreement. On August 6, 2017, Guardian reached out to Ms. [redacted] inquire if she had made a decision related to the offers previously presented. Ms. [redacted] stated that she would not accept the offers set forth above and maintained that her son verbally contacted Skyline to cancel within three (3) days of installation, however Skyline did not return those calls. Ms. [redacted] further expressed that the only solution she would accept is to be released from the Agreement at no cost to her. Guardian’s representative politely reviewed that Guardian has no record of an attempt to cancel until July 2017, almost 2 years after installation of the system. Guardian’s representative also explained that Ms. [redacted]’s Notice of Cancellation requires that a cancellation request be provided in writing for this reason. Guardian has at all times honored its obligation under the Agreement by providing the 24-hour monitoring services to which Ms. [redacted] acknowledged in writing in the terms of the Agreement. These services were provided by Guardian for nearly two (2) years without contact from Ms. [redacted] at any time to indicate dissatisfaction related to the services, billings, or Agreement until July 2017. In a good faith effort to assist Ms. [redacted], Guardian has applied credits to her account and presented several offers to reduce her monthly rate. Regretfully, Ms. [redacted] has declined all solutions presented by Guardian to date. After careful review of Ms. [redacted]’s account, Guardian respectfully declines to cancel Ms. [redacted]’s Agreement without further payment. Should Ms. [redacted] wish to cancel her account prior to the end of the initial term, she may do so upon payment of the early termination fee as defined in the terms of her Agreement. Alternatively, the offers presented above to reduce her monthly rate shall remain available to Ms. [redacted] should she so desire. Guardian believes the offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’ concerns. Should you or Ms. [redacted] have any questions, please feel free to contact Guardian at [redacted].Sincerely,Agency Complaint Response Team

November 11, 2015
RE: [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 and address Mr. [redacted]s concerns.
Mr. [redacted]s...

letter expresses dissatisfaction with an invoice received subsequent to an onsite service appointment at the monitored premises. Upon receipt of your letter, Guardian conducted a thorough review of Mr. [redacted]s account including a review of all recent telephone interactions. (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.)
Our records indicate Mr. [redacted] contacted Guardian on September 29, 2015 and requested onsite service to relocate several security devices due to renovations at the monitored premises. Guardian’s representative informed Mr. [redacted] that onsite service was subject to Guardian’s standard billable rates as the repairs necessitated by the remodel were not the result of normal wear and tear. Mr. [redacted] acknowledged his understanding and Guardian scheduled onsite service to be conducted on September 30, 2015. Guardian did conduct onsite service as promised, after which an invoice was forwarded to Mr. [redacted] for $137.50.
On October 26, 2015, Mr. [redacted] disputed the invoice for the onsite service appointment, citing dissatisfaction that the exact charges were not quoted prior to the service appointment. Guardian received the subject complaint shortly thereafter.
Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. During that conversation, Guardian’s representative explained that exact charges cannot be provided prior to conducting onsite service as Guardian is unable to determine how long a technician will be onsite, nor can Guardian predict what parts may be needed. Guardian’s representative further explained that the telephone conversation with Mr. [redacted] on September 29, 2015 had been reviewed and Guardian did find that Mr. [redacted] was informed that the onsite service appointment was subject to standard billing rates. Notwithstanding, in a good faith effort to resolve this matter, Guardian offered to reduce the invoice by 50%. Mr. [redacted] accepted and expressed his satisfaction with this resolution.
Thank you for allowing Guardian the opportunity to address Mr. [redacted]s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service 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.  It isn't satisfactory, but I am tired of fighting them.  They are truly a bad business, as I have seen by all of the reviews on line.  I had to pay someone else to get my landline functioning properly.  Even they could not figure out how it was installed that resulted in my landline being non-functional.  So, it had to be redone.  There was no way I was going to give Guardian any more money.I realize I received no resolution from them, but their actions will be repeated by me to everyone I know.  I will continue to write reviews when I find one I haven't already written on and comment on how unscrupulous they are.I appreciate the Revdex.com's help in this matter.  Unfortunately, you just can't make some companies do what they should do.Regards, [redacted]

March 24, 2016
RE: [redacted] – ID #[redacted]
Dear Ms. [redacted]:
Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s complaint. Guardian extends its apology to Mr. [redacted] for the delay in scheduling onsite service and for any inconvenience the delay may...

have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues he has experienced.
Upon receipt of your letter, Guardian contacted Mr. [redacted] and scheduled an onsite service appointment to take place on March 23, 2016. During the service appointment, Mr. [redacted] expressed discontent with sensors which were to be installed in his home and requested that Guardian order smaller sensors. Guardian has placed the order as requested and will return to Mr. [redacted]’s residence as soon as possible to install the sensors as promised. Please be assured that Guardian will continue working closely with Mr. [redacted] to ensure his concerns are resolved to his complete satisfaction.
Additionally, Guardian has applied a good faith credit to Mr. [redacted]’s account equal to one (1) month of monitoring services, as well as a credit of $60 for the false alarm fine Mr. [redacted] recently received. Guardian values Mr. [redacted] as its customer and appreciates the opportunity to regain his trust in the services we provide.
Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew A[redacted] Manager
Customer Service Department

March 17, 2017         Dear Ms. [redacted]:   Guardian Protection Services, Inc. (“Guardian”) is in receipt Mr. [redacted]’s additional comments regarding the above-referenced complaint. Guardian offers the following information in response.  Prior to receipt of your most recent letter, Guardian spoke with Mr. [redacted] and agreed to place a credit to his account in the amount of $1,235.00. This gesture was presented by Guardian in a good faith effort to satisfy Mr. [redacted]. This credit was applied to Mr. [redacted]’s account on March 14, 2017.  Please note, the balance now due on Mr. [redacted]’s account is $228.60. Mr. [redacted] will be responsible to remit this amount; no further credits will be offered or applied.   Should you have any questions, please feel free to contact me at ###-###-####, extension [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager                                    �...⇄ Customer Service Department