YMCA of Central Ohio

August 19, 2016 Revdex.comAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA  15220 RE:      [redacted] [redacted] Dear Ms. [redacted]   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian extends its sincerest apology to Ms. [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 she has experienced.   Upon receipt of your letter, Guardian contacted Ms. [redacted] and scheduled an onsite service appointment to take place on August 17, 2016.  During the service appointment, Guardian’s technician replaced the Zone 12 window sensor and confirmed receipt of all signals in Guardian’s central monitoring station. Subsequent to the service appointment, Guardian spoke with Ms. [redacted] who expressed her satisfaction with the onsite service experience.  Additionally, in light of Ms. [redacted]’s experience, Guardian has applied a good faith credit to her account in the amount of $123.01. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.      Thank you for allowing Guardian the opportunity to address and resolve Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]  Sincerely, John T[redacted], ManagerCustomer Service Loyalty Department

July 31, 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 welcomes any opportunity to...

address a question or concern. All of the terms and conditions associated with the Agreement and the services to be provided are detailed in the Agreement, including the requirement for a 30-day notice to cancel. Notwithstanding, Guardian will accommodate Ms. [redacted]’s request to waive the final balance due on the account upon cancellation. A credit was applied to Ms. [redacted]’s account on July 26, 2017 and she will receive no further billing statements from Guardian. We believe the above gesture should fully resolve Ms. [redacted]’s concerns. Thank you for informing Guardian of this matter. 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. I do not agree with their billing practices, but accept the resolution that has been offered. 
Regards,
[redacted]

November 11, 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 forwarding Ms. [redacted] complaint to Guardian Protection...

Services, Inc. (“Guardian”). Guardian values Ms. [redacted] as its customer and appreciates the opportunity to address her concerns. Ms. [redacted] expressed dissatisfaction in her letter regarding issues with the security system installed in her home and with recent onsite service. Guardian sincerely apologizes to Ms. [redacted] for any inconvenience.  Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Ms. [redacted] residence on November 9, 2016.  During the service visit, Guardian’s technician relocated the security panel to a more centralized location, tied in twenty-five (25) wireless devices, tested the two-way voice and tied in the outdoor camera. Prior to departing the residence, Guardian’s technician tested all devices and confirmed receipt of signals in Guardian’s central monitoring station. Following the onsite service appointment, Guardian contacted Ms. [redacted] who expressed satisfaction with the result of the service visit. Ms. [redacted] requested a few days to use the system and asked that Guardian follow up with her next week to ensure her complete satisfaction. Please be assured that Guardian will reach out to Ms. [redacted] early next week to confirm that all of her concerns have been fully addressed and resolved.  Thank you for informing Guardian of Ms. [redacted] complaint.  Should you have any questions, please feel free to contact me directly at ###-###-####, ext. [redacted].                                         ...⇄ Sincerely,                                   ...⇄ John T[redacted], Manager                                    �...⇄ Customer Care Loyalty Department

June 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID #[redacted] Dear Ms. [redacted]: Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s complaint. Guardian has conducted a...

careful review of Ms. [redacted]’s account and offers the following information in response. While Ms. [redacted]’s complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of Security Force to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. The subject account is among those for which Guardian provides these services. Ms. [redacted]’s transaction, system installation and system activation process took place directly between Security Force and Ms. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Ms. [redacted]’s contractual arrangement is with Security Force, not Guardian. Guardian is simply an agent for Security Force to provide services for Security Force customers as described above. For background, our records indicate that Ms. [redacted] initially engaged Security Force’s services on July 5, 2014 as memorialized in the Agreement for Monitoring and Installation of Security System (“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, “Company agrees to provide monitoring services for a period of 60 months from the above date.” Ms. [redacted] also executed the Agreement by placing her signature at the bottom of the form. Guardian’s records indicate Ms. [redacted]’s system was activated by Security Force on July 5, 2014. On June 6, 2017, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that twenty-six (26) months remained in the initial term of her Agreement. In a genuine effort to assist Ms. [redacted] in fulfilling her obligation under the Agreement, Guardian offered to transfer the remaining term to Ms. [redacted]’s son’s account. Alternatively, Guardian informed Ms. [redacted] that the new homeowners could activate monitoring services under a new Agreement for the remaining term of Ms. [redacted]’s Agreement which would relieve Ms. [redacted] from further obligation. Guardian’s representative also explained that Ms. [redacted]’s Agreement states she may cancel prior to the end of the initial term by remitting an early termination fee of $749. Guardian received the subject complaint shortly thereafter. Upon receipt of your letter, Guardian reached out to Ms. [redacted] in an effort to facilitate resolution of her concerns. In a good faith effort to resolve this matter, Guardian has been empowered by Security Force to accept a reduced early termination fee in the amount of $300.00. Ms. [redacted] has agreed to remit this amount. Upon receipt of the sum of $300.00, Ms. [redacted]’s account will be cancelled and she will be released from all remaining obligation under her Agreement with Security Force.  I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for informing Guardian of Ms. [redacted]’s complaint. Should you have any questions, please contact me directly at [redacted], ext. [redacted]. Sincerely,Kathleen V[redacted], Director Account Management Department

June 28, 2016
Revdex.com of Western Pennsylvania
Attention: [redacted] 400 Holiday Drive, Suite 220
Pittsburgh, PA 15220
RE: [redacted] - Complaint ID #[redacted]
Dear Ms. [redacted]:
Thank you for forwarding Ms. [redacted]’ complaint to Guardian Protection Services, Inc. (“Guardian”). Upon...

receipt of your letter, Guardian conducted a thorough review of Ms. [redacted]’ account.
While Guardian maintains its legal right to pursue fulfillment of the full terms of Ms. [redacted]’s Agreement, in light of Ms. [redacted]’ unique circumstances Guardian will accommodate her request to cancel her account without further payment. Please note, upon cancellation Guardian will no longer respond to signals received from Ms. [redacted]’ residence. Guardian apologizes to Ms. [redacted] for any confusion or inconvenience.
In order to finalize cancellation of the account, Guardian will need to speak with Ms. [redacted] directly and will need to obtain her signature on the termination authorization. Ms. [redacted] may complete this process at her convenience by contacting Allan S[redacted] at ###-###-####, ext. [redacted].
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 Care Department

September 20, 2016   Revdex.com of Western Pennsylvania Attention:  [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA  15220               Re:       [redacted] - Complaint #[redacted]...

                        Dear Ms. [redacted]:   Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Upon receipt, Guardian conducted a thorough review of Mr. [redacted]’s account including a review of all telephone interactions. (Due to the nature of Guardian’s business, all telephone calls are recorded.)  As a result, Guardian offers the following information.    For background, 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]. Further, Mr. [redacted]’s contractual arrangement is with [redacted], not Guardian. Guardian’s records indicate that Mr. [redacted] initially engaged [redacted]’s services on November 12, 2012, as memorialized in the Monitoring Agreement (“Agreement”).  The initial term of the Agreement is five (5) years.   In September 2015, Mr. [redacted] contacted Guardian to advise he was moving from the monitored premises and review relocation options. Guardian’s representative explained that the new homeowners could activate services under a new agreement which would release Mr. and Mrs. [redacted] from the remainder of their initial term, or that the remaining term could be transferred to a friend or family member which would also release Mr. and Mrs. [redacted] from the remaining initial term. Should Mr. and Mrs. [redacted] wish to relocate their monitoring services, Guardian’s representative explained that options could be provided for a new 36-month, 48-month, or 60-month agreement and that billing on the account could be frozen for several months while Mr. and Mrs. [redacted] found a new home. As a final option, Guardian’s representative stated that an early termination fee could be remitted to cancel the account. Mr. [redacted] acknowledged his understanding of the options and advised he would contact Guardian when he was ready to make a decision.   On October 1, 2016, Mr. [redacted] requested that the account billing be frozen for a period of six (6) months while a new home was being built.  Guardian accommodated Mr. [redacted]’s request and placed billing on hold until July 7, 2016.    On June 23, 2016 with twenty-three (23) months remaining in the initial term of the Agreement, Mrs. [redacted] advised they were ready to relocate monitoring services to the new home. Guardian’s representative provided several relocation options based on the equipment requested by Mrs. [redacted]. Guardian’s representative also explained that the detached garage would need to be evaluated by an onsite technician to determine if it could in fact be protected as requested by the [redacted]s due to the distance from the security panel. Mrs. [redacted] stated that they would not wish to move forward with relocation if that garage could not be protected. Guardian’s representative advised that in the event the garage could not be protected, the account could be cancelled upon receipt of an early termination fee and offered to accept a 25% reduction in the amount of $861. Mrs. [redacted] expressed that she would discuss the options with her husband.   On August 30, 2016, Guardian spoke with Mrs. [redacted] to inquire if they wished to move forward with relocation.  Mrs. [redacted] stated that the garage was a concern and they did not wish to move forward with relocation until it was determined if it could be protected.  Guardian offered to schedule a technician to evaluate the premises and the garage. An onsite service appointment was scheduled for September 12, 2016.   Guardian spoke with Mr. [redacted] on September 1, 2016 to review relocation options. During that conversation, Guardian’s representative offered to provide a base package in exchange for $400 and for the twenty (20) months remaining in the initial term of the Agreement with no contract extension. Alternatively, Guardian offered to install a base package at no cost in exchange for execution of a new 36-month Agreement (a 16-month contract extension.)   The following day, Guardian informed Mr. [redacted] that after review with a Guardian supervisor, it was approved to offer a base package plus one (1) smoke detector at no charge in exchange for execution of a new 24-month Agreement (4 month contract extension.)  Guardian also advised that for any future relocations, the [redacted]s can remove and take any security equipment with them to be installed and activated in their new home for an install fee of $195 and a minimum new 12-month Agreement. Guardian received the subject complaint shortly thereafter.   On September 12, 2016, Guardian spoke with Mr. [redacted] who stated he was not able to attend the site evaluation scheduled for that date and that he would contact Guardian to reschedule after conferring with his wife. Guardian has since reached out to Mr. and Mrs. [redacted] to inquire about their decision related to relocation and/or the onsite evaluation however Guardian has been unable to reach them to date.    The above relocation offer remains available to the [redacted]s. Guardian also remains willing to schedule a technician to evaluate the garage as the [redacted]s requested. Guardian requests that Mr. or Mrs. [redacted] contact us at their earliest convenience with their decision. Should Mr. and Mrs. [redacted] wish to cancel the account, Guardian will accept a 25% reduction to the early termination fee as stated above. Guardian believes these offers to fair and reasonable and remains hopeful the [redacted]s will concur.    Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact me directly at [redacted], ext. [redacted].                            Sincerely,                                               ...⇄ Kathleen V[redacted] Director                                         ...⇄ Account Management Department