YMCA of Central Ohio

July 27, 2015
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, Mr. [redacted]’s initial transaction with Guardian occurred on May 11, 2015, at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of sixty (60) months. Mr. [redacted]’s system was activated by Guardian on July 6, 2015.
On July 22, 2015, Mr. [redacted] requested the cancellation of his account stating he does not use the system. Guardian’s representative explained that Mr. [redacted] remained within the initial term of his Agreement and an early termination fee is required to cancel the account at the present time.
Shortly thereafter, Mr. [redacted] contacted Guardian again to dispute that monthly monitoring fees for July 2015 were drawn from his credit card as he was promised twelve (12) months of monitoring at no charge. Guardian’s representative explained that Mr. [redacted]’s sales paperwork had not yet been loaded into his account and he was unable to immediately confirm the terms of Mr. [redacted]’s sales transaction, however he promised to research and adjust the account appropriately. Mr. [redacted] disputed the information provided to him and Guardian received the subject complaint immediately thereafter.
Upon receipt of the complaint, Guardian reviewed the terms of Mr. [redacted]’s Agreement and confirmed the Special Conditions clause clearly states, “12 Months free monitoring.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian has applied a refund to Mr. [redacted]’s credit card for the payment drawn for July 2015. Guardian has also corrected Mr. [redacted]’s account to reflect twelve (12) months of monitoring at no charge.
Guardian spoke with Mrs. [redacted] on July 24, 2015 and offered the above explanation. In a good faith effort to earn Mrs. [redacted]’s satisfaction, Guardian also offered to waive the cost of the key fob ($162.38) which was invoiced to the [redacted]s’ account. Mrs. [redacted] reiterated the request to cancel the account and declined to entertain any resolution offered by Guardian which did not include cancellation without further payment.
While Guardian maintains the legal right to pursue fulfillment of the full terms of Mr. [redacted]’s Agreement, in this instance Guardian has agreed to accommodate the [redacted]s’ request to cancel their account without further payment. Guardian has waived the balance due on Mr. [redacted]’s account and upon cancellation the [redacted]s will receive no further billing statements from Guardian.
Thank you for informing Guardian of this matter and allowing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].
Sincerely,
Andrew [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. 
Regards,
[redacted]

November 14, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted]Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution of Ms. [redacted]’ concerns. Upon receipt of the subject complaint, Guardian conducted a thorough review of Ms. [redacted]’ account including recent telephone calls. (Due to the nature of Guardian’s business, all customer telephone calls and interactions are recorded.) Guardian offers the following information. Ms. [redacted] has asked for verification that she authorized the purchase of new equipment and the charges associated with the purchase. Our records revealed that Guardian spoke with Ms. [redacted] on June 22, 2017 to discuss relocating services to her new home. During that conversation, Guardian’s representative confirmed that services would be reinstalled for a discounted fee of $100. While verifying the number of devices being transferred from her former home, Ms. [redacted] realized that she was in need of five (5) additional window contacts. Guardian’s representative quoted a discounted price of $35 per contact and Ms. [redacted] verbally agreed to the price. (Please note, should Ms. [redacted] wish to listen to these recorded telephone calls, she may do so by contacting Guardian at the telephone number below.)To commemorate the transaction, Ms. [redacted] executed a Sales and Installation Agreement on June 22, 2017 which indicated a balance of $275 due following installation. (5 contacts x $35 = $175 + $100 reinstall = $275). Ms. [redacted] also executed a Monitoring Agreement on June 22, 2017 for her remaining term of thirty-eight (38) months at $44.95/month.Guardian also reviewed Ms. [redacted]’ account in response to her assertion that she did not receive a callback from a Guardian representative as promised. Guardian’s records indicate that a representative, Jeff, spoke to Ms. [redacted] on October 27, 2017 at approximately 5:25pm. Shortly after completing the call, Jeff reached back out to Ms. [redacted] at 5:44pm and left a voicemail message for her on the premises telephone number. Several days later on October 31, 2017, Jeff left another voicemail message for Ms. [redacted] on the premises telephone number. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint. Based on the above information and the recorded telephone calls, Guardian has confirmed that Ms. [redacted]’ verbally authorized the purchase of additional contacts and the cost associated with those devices. Ms. [redacted] also executed the Sales and Installation Agreement which clearly defined the amount of $275 due upon installation. As such, Guardian finds the charges to be accurate. Guardian is hopeful the above information has assisted to clarify this matter for Ms. [redacted]. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted] Dear Ms. [redacted]:   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 with his monthly monitoring rate and has requested a reduction by cancelling his Voicelink option. In a good faith effort to bring swift resolution to this matter, Guardian will agree to accommodate Mr. [redacted]’ request. Upon cancellation of the Voicelink feature, Mr. [redacted]’ monthly rate will be reduced from $47.95 to $39.95. Guardian has left several voicemail messages for Mr. [redacted] to review this matter with him directly, however Guardian has been unable to speak with him to date. Guardian remains hopeful that the above gesture will completely satisfy Mr. [redacted]’ concerns.  Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]. Sincerely, Andrew A[redacted], ManagerCustomer Care Department

July 22, 2015
RE: [redacted] – Complaint ID #[redacted]
Dear Ms. [redacted]
Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms. [redacted]. Guardian values the opportunity to address her concerns.
For background, Ms. [redacted]’s...

account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly with [redacted]; Guardian was not present for any aspect. In order to establish a Guardian account for Ms. [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 Ms. [redacted]’s services.
Please note that [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]’s business.
Ms. [redacted] has expressed dissatisfaction with the fire detection devices in her home. Our records indicate Ms. [redacted] met with [redacted]’s sales consultant in November 2010 after which she elected to activate the security monitoring devices already installed in her home, which included one (1) smoke detector located in the basement, one (1) smoke detector located on the first floor and one (1) smoke detector located on the second floor. Guardian was not present during the sales transaction between Ms. [redacted] and [redacted] and therefore was not privy to any additional recommendations made by the sales consultant at that time. To commemorate her decision to activate her existing devices Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on November 23, 2010. That documentation served to memorialize the scope of work and services to be provided by [redacted] as it relates to the activation of her 24-hour monitoring services with Guardian. Additionally memorialized in her Agreement is the fact that Ms. [redacted] knowingly declined any additional components that were available to her through [redacted]; Ms. [redacted] acknowledged her decision in writing. Specifically, Ms. [redacted]’s Agreement expresses the following to which she provided her written acknowledgement: “(1) We have explained to you the full range of equipment and services available to you; (2) Additional equipment and services over that described herein are available and may be obtained from us at an additional cost to you; (3) You have chosen and have contracted for only the equipment and the services described in this Agreement.”
In her complaint, Ms. [redacted] expressed discontent that the configuration of her smoke detection devices did not meet the requirements of her local municipality. Respectfully, all documentation associated with Ms. [redacted]’s account indicates the scope of work was limited to monitoring the devices already existing in her home. There is no indication of any request at any time during her sales transaction or service period with Guardian whereby Ms. [redacted] has mentioned or requested evaluation of her home as it relates to her local municipality codes or requirements. Throughout her relationship with Guardian which began November 2010, there is no record of Ms. [redacted] voicing any concerns to Guardian regarding the configuration or operation of her system until January 2015 at which time she requested the installation of additional equipment.
Guardian’s position is that Ms. [redacted] was served in accordance with the highest standards of security monitoring and related services and at no time has Guardian failed to provide professional and expert services. In a show of good faith and to facilitate swift closure to this matter, Guardian has agreed to waive the balance on the account and has closed all related billing activity.
Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted].
Sincerely,
Bill [redacted], Manager
Customer Service Department

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 details of the recorded call are not properly reflected in the response letter to the Revdex.com.  Also, Guardian is not accepting responsibility for the sales representing their brand and their product and that is an issue for consumers.[redacted]

June 23, 2017Revdex.com of Western PennsylvaniaAttention: [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: Sam [redacted] - Complaint #[redacted] Dear Ms. [redacted]:Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. Samantha [redacted]’s additional comments. Upon receipt of your letter, Guardian’s Operations Manager, Jon K[redacted], made several attempts to contact Ms. [redacted] directly. Mr. K[redacted] left voicemail messages for Ms. [redacted] during which he offered to personally inspect the low voltage wiring in Ms. [redacted]’s home. To date, Mr. K[redacted] has not contacted by Ms. [redacted] in response to the messages left for her. As previously stated, the warranty period for the low voltage wiring installed by Guardian has expired. Notwithstanding, Guardian is willing to evaluate the situation for Ms. [redacted] in an attempt to resolve her concerns. Respectfully, Guardian is unable to do so absent contact from Ms. [redacted]. Guardian respectfully requests that Ms. [redacted] contact Guardian at her earliest convenience. Should you have any questions, please contact me directly at [redacted]. Sincerely,William K[redacted], Manager Customer Care Department

June 14, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted]Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian values the...

opportunity to assist Ms. [redacted] in resolving her concerns. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] to discuss the issues described in her letter. As a result, Guardian will be scheduling onsite service to complete additional work at Ms. [redacted]’s home as agreed upon by the parties. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure that her concerns are addressed to her satisfaction. Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Should you have any questions, please feel free to contact me directly at [redacted].Sincerely,Mark (Greg) M[redacted], General Manager

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

opportunity to provide response in hopes of clarifying this matter for all parties. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as Eagle Alarm. As such, all aspects of the sales transaction and system installation took place directly with Eagle Alarm. Additionally, the telephone conversation referenced by Mr. [redacted] related to the monthly rate negotiated during the sales transaction also took place directly with Eagle Alarm. Please note that Eagle Alarm is a separate and distinct company from Guardian; Guardian does not control any day-to-day business activities, internal policies or procedures of Eagle Alarm. Mr. [redacted] has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panel. Our records indicate Mr. [redacted] contacted Guardian for assistance on January 1, 2018 at which time Mr. [redacted] requested the programming code for his security panel to sync his key fob. Guardian’s representative explained that Guardian could not provide the programming code and offered to schedule a service visit to complete any programming. Mr. [redacted] declined to schedule service and disputed that Guardian would not provide him the code as it belongs to the security equipment which he owns. Mr. [redacted] then requested the cancellation of his account. Mr. [redacted]’s call was transferred to a Guardian supervisor who also explained that the code could not be released. Mr. [redacted] cited dissatisfaction that Guardian accessed his system without his knowledge to change the installer code which he had personally changed in the past. Guardian’s representative assured Mr. [redacted] that Guardian did not access his system or change the code at any time, however the manufacturer may have done so. Guardian again offered to assist by scheduling onsite service however Mr. [redacted] declined. Guardian received the subject complaint shortly thereafter. Respectfully, while Mr. [redacted] may be technically proficient and capable in such matters, Guardian politely declines to provide the programming code due to the sensitivity of this proprietary information. The use of a proprietary code is standard practice in the security industry and is deployed not only to protect consumers from unauthorized tampering of highly sensitive system-level programming, but also to protect sensitive proprietary company-owned information contained within the system. Access and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting false alarms whereby police, fire and/or medical authorities may be needlessly summoned. Manufacturers of electronic security products design their control panels to utilize such codes for these reasons. The programming code is used to control access to system-level programming and does not prohibit the use of the system as it was intended by the manufacture and configured by the installing company. It may also be helpful to know that Mr. [redacted]’s Authorized Dealer Sales and Installation Agreement dated September 23, 2015 incorporates language relating to this subject matter. Section 7 specifically outlines, “You will own the System, except for the control/transmitting device which contains Our proprietary data and which We will always own.” Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.In reference to Mr. [redacted]’s belief that Guardian accessed his security panel to change the programming code and deactivate a key fob without his knowledge, Guardian has reviewed the service history of Mr. [redacted]’s account. Our records indicate that a key fob was deactivated by Eagle Alarm on October 9, 2015. Guardian subsequently remotely reactivated the key fob on April 3, 2016. Guardian has not remotely accessed Mr. [redacted]’s account since April 3, 2016. Further, at no time has Guardian made any changes to Mr. [redacted]’s programming code nor has Guardian deactivated any devices without Mr. [redacted]’s knowledge. Finally, Guardian has reviewed the telephone interaction on January 1, 2018 in response to Mr. [redacted]’s assertion that Guardian’s representative spoke to him in a derogatory manner. (Due to the nature of Guardian’s business, all telephone calls are recorded.) A detailed review of the subject telephone conversation revealed that Guardian’s representative remained courteous and conducted herself with the utmost professionalism in an earnest and good faith attempt to assist Mr. [redacted]. Upon receipt of your letter, Guardian reached out to Mr. [redacted] to provide the above explanation. To date, Guardian has been unable to speak directly with Mr. [redacted] regarding this matter.Should Mr. [redacted] wish for assistance with programming a key fob or any other security device, Guardian would be pleased to schedule onsite service at his convenience. Guardian would also be pleased to work with Mr. [redacted] to negotiate a reduced cost for the appointment based on the specific needs for service. Mr. [redacted] may contact Guardian at his convenience to schedule a service appointment. Guardian is hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to address Mr. [redacted]’s complaint. Should you have any questions, please feel free to contact Guardian at ([redacted]. Sincerely,Agency Complaint Response Team

August 19, 2016   Revdex.com of Western Pennsylvania Attn:  [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220   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 Ms. [redacted]’s concerns.    For background, Ms. [redacted]’s account came to Guardian by way of an authorized dealer of Guardian known as [redacted] Security Management, Inc. (“[redacted]”). As such, all aspects of the sales transaction and system installation took place directly with [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers 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]’s business.   Ms. [redacted] has expressed dissatisfaction that monitoring services have not been transferred to her new home after relocating in May 2016 and has requested the cancellation of her account as a result. In an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted]. Upon receipt, [redacted] conducted a thorough review of Ms. [redacted]’s account and offers the following information in response.   On June 9, 2016, Ms. [redacted] informed [redacted] that she was moving from the monitored premises and wanted to relocate services. After further discussion, Ms. [redacted] indicated she wished to inquire if the new homeowners were interested in taking over services before she made a final decision to relocate.   Subsequently, [redacted] and/or Guardian left ten (10) voicemail messages for Ms. [redacted] between June 19, 2016 and July 26, 2016 asking that she return the telephone call and to inquire about the status of her relocation.    On July 28, 2016, Ms. [redacted] informed [redacted] that she had re-installed her security system and requested onsite service as the system was not working. [redacted] indicated that they would review available service dates and contact Ms. [redacted] later that day. (Please note, neither [redacted] nor Guardian have a record of completing relocation/reinstall of Ms. [redacted]’s system.)  Later that day on July 28, 2016, [redacted] left two (2) voicemail messages for Ms. [redacted] to schedule onsite service for either August 1, 2016 or August 2, 2016. A voicemail message was also left for Ms. [redacted] the following day on July 29, 2016. Ms. [redacted] returned [redacted]’s message on the afternoon of July 29, 2016. Unfortunately, by that time the August 1st service date was no longer available and Ms. [redacted] indicated she was unavailable on August 2nd.    Ms. [redacted] contacted [redacted] on July 30, 2016 to schedule onsite service. [redacted] informed Ms. [redacted] they would review the service schedule and contact her with available dates. [redacted] subsequently left a voicemail message for Ms. [redacted] offering to schedule onsite service for August 15, 2016.  Ms. [redacted] contacted [redacted] on August 11, 2016 and requested the cancellation of her account, further stating she would not agree to relocate monitoring services.   Based on the above information, [redacted] has informed Guardian that [redacted] respectfully declines to release Ms. [redacted] from her contractual obligation at this time. Should Ms. [redacted] wish to cancel her account, she will need to communicate directly with [redacted] related to that topic.    Alternatively, [redacted] has informed Guardian that [redacted] remains willing to schedule a technician to service Ms. [redacted]’s system as soon as possible. [redacted] is also willing to apply a credit to Ms. [redacted]’s account equal to three (3) months of monitoring services for the time in which she did not have service. Should Ms. [redacted] wish to contact [redacted], they may be reached at: [redacted] Security Management, Inc., [redacted].  Telephone: ###-###-####.   I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to provide Guardian’s response. Should you have any questions, please contact me directly at ###-###-####.                                           ...⇄ Sincerely,                                               ...⇄ April M[redacted], Manager                                         ...⇄ Dealer Operations

August 2, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:      [redacted], Case #[redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of...

Mr. [redacted]’ concerns. Guardian values the opportunity to address and resolve this matter on behalf of Mr. [redacted].   Mr. [redacted] has expressed dissatisfaction with his monthly monitoring rate during the time in which it took to install selected upgraded equipment. Upon receipt of Mr. [redacted]’ letter, Guardian applied a credit to his account in the amount of $30 representing the difference between his former monthly rate and new monthly rate for the past three (3) months.  A copy of Mr. [redacted]’ current A/R history reflecting this credit has been mailed to Mr. [redacted] for his records.  Based on the application of the above-referenced credit, I believe Mr. [redacted]’ concerns have been fully resolved.   Guardian apologizes to Mr. [redacted] for any confusion or inconvenience. Guardian values Mr. [redacted] as its customer and is grateful for the opportunity to continue providing him with his security monitoring services.   Thank you for informing Guardian of this matter.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ Andrew A[redacted] Manager

October 30, 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 Ms. [redacted]s complaint. Guardian values the opportunity to...

provide response and assist in facilitating resolution of her concerns. Ms. [redacted] has moved from the monitored premises and has disputed ongoing charges for services at that residence. Guardian has reviewed the subject account and offers the following information.For background, Mr. [redacted] executed an Interactive Upgrade Addendum (“Addendum”) with Guardian on February 18, 2015 to add interactive services, replace the control panel and install a smoke detector. The initial term of the Addendum is clearly defined as sixty (60) months. The hardware was provided and installed by Guardian at a deeply discounted rate in exchange for execution of the 60-month Addendum, with the expectation that Guardian would recover the out-of-pocket costs of the devices over the initial term. On June 30, 2016 with forty-five (45) months remaining in the initial term of the Addendum, Ms. [redacted] informed Guardian that she had moved from the monitored premises. In a genuine effort to assist Ms. [redacted] in fulfilling the terms of her Addendum, Guardian offered to transfer services to her new home or to a friend or family member. Guardian also explained that the new homeowners could activate services under a new Agreement for the remaining term which would release Ms. [redacted] from all remaining obligation.Guardian continued to reach out to Ms. [redacted] over the next year in an effort to assist her. Unfortunately, the parties were unable to reach a mutually agreeable resolution and the subject complaint followed.Upon receipt of your letter, Guardian reached out to Ms. [redacted] directly. During that conversation, Guardian’s representative explained that twenty-nine (29) months remain in the initial term of the Addendum and Guardian is unable to cancel the account without further payment. Notwithstanding, in a good faith effort to earn Ms. [redacted]s satisfaction, Guardian’s representative offered to transfer services to Ms. [redacted]s mother’s home and to waive the fees and contract extension normally required. Regretfully, Ms. [redacted] declined. Guardian’s representative explained that cancellation of the account during the initial term required an early termination fee. That amount is defined to be $750. Should Ms. [redacted] wish to cancel the account, she may do so by remitting the above amount. Alternatively, Guardian remains willing to work with Ms. [redacted] to transfer services as defined above. Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

December 8, 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 appreciates the...

opportunity to respond and facilitate resolution of his concerns. Upon receipt of your letter, Guardian reached out and spoke with Mr. [redacted] regarding the contents of the complaint. In light of Mr. [redacted]’s recent experience, Guardian has agreed to accommodate his request to waive the balance due and cancel the account. Mr. [redacted] has expressed his satisfaction with this resolution. Additionally, Guardian is deeply concerned with Mr. [redacted]’s expressed discontentment relating to the interactions with Guardian representatives. Guardian takes great pride in delivering unparalleled service excellence during each and every customer interaction and accepts such criticism in a constructive manner. Guardian’s research into this matter is continuing. Mr. [redacted] may be assured that should Guardian find the interactions to which he referred in his complaint do not meet Guardian’s acceptable standards for professionalism, courtesy and quality, Guardian will take the appropriate measures including disciplinary action. Guardian sincerely apologizes to Mr. [redacted] for any inconvenience. Thank you for informing Guardian of this matter. Should you have any questions, please feel free to contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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

October 25, 2017Revdex.com of [redacted]ern 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 and address Ms. [redacted]’s concerns. For background, the [redacted]s’ security system was sold and installed by an authorized dealer of Guardian known as Avant Smart Home, LLC (“Avant”). As such, all aspects of the sales transaction and system installation took place directly with Avant. Guardian is simply an agent for Avant to provide services for Avant customers. Please note that Avant 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 Avant. Guardian does not control any day-to-day business activities or any internal policies or procedures of Avant, including security evaluations, sales processes, installation practices or any other aspects of Avant’s business. Upon receipt of the subject complaint, Guardian reached out and spoke with Ms. [redacted] directly. During that conversation, Guardian agreed to apply a credit to the account in the amount of $120.00. Guardian also agreed to remove the cameras from Ms. [redacted]’s Agreement and adjust the monthly rate accordingly. Based on the above information, Guardian believes Ms. [redacted]’s concerns to be fully resolved. Please be assured that Guardian will continue to work closely with Ms. [redacted] to ensure that all issues have been fully addressed to her satisfaction. Thank you for the opportunity to provide Guardian’s response to this matter. Should you have any questions, please contact Guardian directly at [redacted]. Sincerely,Agency Complaint Response Team

September 7, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA 15220 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 in hopes of assisting Mr. [redacted].   For background, the subject account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC ([redacted]”). As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Ms. [redacted], the contract signer. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by [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]’s business.  Upon receipt of Mr. [redacted]’s letter, Guardian contacted [redacted] and provided a copy of same in an attempt to facilitate resolution of his concerns. Guardian has been informed that prior to receipt of the subject complaint, [redacted] removed the security equipment from Ms. [redacted]’s home on September 2, 2016 and provided a refund on September 3, 2016 in the amount of $259.99. Based on the above information, Guardian believes this matter to have been fully resolved by [redacted] prior to receipt of the subject complaint.  Should you wish to contact [redacted] directly, they may be reached at: [redacted] Security, LLC, [redacted] [redacted]  [redacted]  [redacted] Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.                                         ...⇄ Sincerely,                                   ...⇄ April M[redacted], Manager                                    �...⇄ Dealer Operations

April 7, 2016
Revdex.com
Attn: [redacted]
400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
[redacted] [redacted] – ID #[redacted]
Dear Ms. [redacted]
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s 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]’s request to cancel the account effective April 20, 2016. The balance due on Mr. [redacted]’s account has been waived and upon cancellation he will receive no further billing statements from Guardian. 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 ###-###-####, ext. [redacted]
Sincerely,
Andrew A[redacted] Manager
Customer Service 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]c/o [redacted], POA

August 30, 2016 Revdex.com of Western PennsylvaniaAttn:  [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220 RE:        [redacted] Dear Ms. [redacted]:   Thank you for advising Guardian Protection Services, Inc....

(“Guardian”) of the above-referenced complaint. Guardian values the opportunity to address Mr. [redacted]’s concerns.   Mr. [redacted] has expressed discontent related to an invoice for recent onsite service and further asserts he was billed for time and material that he had already remitted through a mortgage roll-in.  Upon receipt of your letter, Guardian conducted a thorough review of the account. Guardian then contacted Mr. [redacted] directly. During that conversation, Guardian’s representative explained that only 30% of the cost of the equipment he selected for his new home was rolled into his mortgage, therefore he remains responsible for the remaining balance. Mr. [redacted] requested to return the equipment, however Guardian’s representative explained that used equipment could not be returned. Mr. [redacted] then requested to cancel his account due to the issues he experienced during installation, including placement of the security panel. Guardian’s representative reviewed with Mr. [redacted] that the account could not be cancelled absent payment of an early termination fee. Guardian received the subject complaint shortly thereafter.   Respectfully, Guardian is unable to cancel Mr. [redacted]’s account without further payment. Mr. [redacted] cited that he wished to cancel the account due to issues related to installation of the system, including placement of the security panel, however Guardian already addressed and rectified those issues in July 2016. At the present time, Guardian’s records indicate that all devices in Mr. [redacted]’s home are functioning properly. Should Mr. [redacted] have additional concerns related to his security equipment, Guardian would be pleased to schedule an onsite service appointment at no charge to him to evaluate those concerns. Mr. [redacted] has also stated that he wished to cancel the account as he could not afford the balance associated with the recent onsite service appointment. In a genuine effort to assist Mr. [redacted], Guardian is willing to accept payments of the current balance ($568.71) in five (5) monthly installments of $113.74 until the balance is paid in full. This gesture is presented by Guardian in an earnest good faith effort to assist Mr. [redacted]. This offer shall remain available to Mr. [redacted] until close of business on September 20, 2016 after which it will be rescinded.  Thank you for the opportunity to address this matter. Should you have any questions, please do not hesitate to contact me at ###-###-####, ext. [redacted]                                   ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                         ...⇄ Customer Care 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, please see attached document stating my reasons for refusal. 
Regards,
[redacted] To Whom It May Concern:During the conversation on Jan 14, 2018, with Guardian Protection, my mother stated directly to them that she wished the service to be canceled. She’s never alone, so does not need the emergency response or the burglary alarm or smoke detector. A simple smoke and CO2 detector could be installed by myself. Guardian Protection’s response was that they would only cancel the contract with a cancelation fee of $1,500, which we don’t have. Guardian Protection then contacted my mother directly and attempted to negotiate a lower monthly payment to which my mom replied she would think about. Guardian called again and attempted to pressure my mom into signing a new contract with a lower monthly payment. She became confused and was unwilling to complete the signing process.This is unacceptable as my mother is heavily medicated and easily confused and exhausted. Guardian Protection has attempted to call again, but my mom was apprehensive to speak with them. I’ve had a talk with my mom and reminded her why we want the service canceled, not just lower monthly payments. She is in agreement with me, but the fact remains that Guardian refused to cancel the contract without the cancelation fee.Our expenses are mounting up. I’m doing my best to take care of my mom, but 24/7 care means I can’t work my job. We need every penny right now and paying for Guardian Protection’s services, which we neither need nor want, is literally taking food out of our mouths. As my mother and I have previously stated, we need the contract to be canceled due to her catastrophic illness and resulting expenses of her being bed ridden and needing 24/7 care.Sincerely, [redacted]