YMCA of Central Ohio

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do not agree with their billing practices, but accept the resolution that has been offered. 
Regards,
[redacted]

From: [redacted]Date: Mon, May 9, 2016 at 9:23 PMSubject: complaint update ID [redacted]To: [redacted]
Greetings,My complaint ID is [redacted] This complaint is against Guardian Protection Services. You are waiting for their response to you; however, my...

messages say that if I have further contact with the vendor, I am to send you a message. Someone from Guardian Protection Services has contacted me twice. He first offered to allow me to terminate my contract for over $2000. I turned him down. He said he would talk to “the higher ups” and get back to me. Supposedly, he talked to the “higher ups” and they offered me a 60% discount on the remaining contract but that still meant a termination fee of over $800. My argument is that I have paid them for two years for essentially nothing since I do not use the service. I have not ever armed the system; therefore, they have never responded to an alarm. In fact, I have discovered that they do not respond to alarms anyway. They simply notify the local authorities, which I can do myself. I was told that they must have a 5-year contract in order to “recover installation costs” but I paid about $500 upfront for installation costs. Counting the installation costs, I have already paid them about $2000 for no service rendered. It would not hurt their company to allow me to terminate “service”. The agent who has called me twice is Shawn but he did not give me his last name. He is calling from ###-###-####. Thank you,[redacted]

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 values the...

opportunity to provide response and clarify this matter for all parties. For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly with AMP, not Guardian. In order to establish a Guardian account for Ms. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from AMP. All such required paperwork was provided thereby facilitating activation of Ms. [redacted]’s services and subsequent billings. Please note that AMP is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities, internal policies, security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Ms. [redacted]’s complaint disputes the initial term of sixty (60) months and further disputes that she was not provided with a copy of her contract at the time of sale. Our records indicate that Ms. [redacted] initially engaged AMP’s services on May 20, 2016, as memorialized in the Monitoring Agreement (“Agreement”). The initial term is designated as sixty (60) months. Ms. [redacted] acknowledged the initial term by placing her initials in Section D which states, “The initial term of this Agreement is 60 months.” A copy of the Agreement is attached for your records. Our review of Ms. [redacted]’s sales documentation further confirmed that Ms. [redacted] viewed and executed the Agreement electronically during the initial consultation with AMP. At that time, Ms. [redacted] executed a Consent and Notice Regarding Electronic Communications which acknowledged her consent to electronic signatures on the sales documentation, including the Agreement. The Agreement was forwarded to Ms. [redacted]’s email address on May 20, 2016. The Agreement was reviewed and executed electronically by Ms. [redacted] on May 20, 2016 at 10:17pm. During the initial sales transaction, AMP routinely conducts two (2) recorded and documented telephone conversations between the customer and AMP whereby the customer orally acknowledges specific information such as the term of the agreement, the monthly rate, etc. Guardian’s research confirmed that Ms. [redacted] completed both telephonic surveys at the time of sale during which she orally acknowledged an initial term of sixty (60) months. AMP: I show that Alec has set you up in a 60-month Agreement. Is that correct?Ms. [redacted]: Yes. __________ AMP: I show that your monitoring rate of $55.99 is set up for monthly payments through your checking and the term of your agreement is 60 months with a reduced rate of $199 that covers activation and VIP service warranty. Is that correct?Ms. [redacted]: Yes. On January 29, 2018 with thirty-nine (39) months remaining in the initial term, Ms. [redacted] informed Guardian that she had moved from the monitored premises. Guardian presented various options to assist Ms. [redacted] in fulfilling the initial term of her Agreement, such as relocating services, transferring services to a friend or family member, or the new homeowner activating services under a new agreement. On February 9, 2018, Ms. [redacted] requested the cancellation of her account. Guardian’s representative explained that the terms of Ms. [redacted]’s Agreement define the early termination fee to be $1,250. Ms. [redacted] remitted the early termination fee on February 9, 2018 and requested a copy of her Agreement as she disputed the initial term of sixty (60) months. Guardian’s representative explained that a copy of the Agreement would be emailed to her and further explained that the account will be cancelled once her payment has posted. Guardian received the subject complaint shortly thereafter. Respectfully, after review of the telephone surveys conducted by AMP at the time of sale and after review of the Agreement terms, Guardian does not feel that Ms. [redacted] was misled in any way. As such, Guardian is unable to accommodate Ms. [redacted]’s request to reimburse the early termination fee. For your reference, the early termination fee is defined in Section 8 of Ms. [redacted]’s Agreement which states, “If You terminate this Agreement during any term, You will pay the early termination fee of $1,250. The early termination fee is liquidated damages, not a penalty.” Thank you for allowing Guardian the opportunity to clarify this matter for all parties. Should you have any questions, please contact Guardian at [redacted]. Sincerely,Agency Complaint Response Team

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

September 27, 2016 Revdex.com of Western PennsylvaniaAttention:  [redacted]400 Holiday Drive, Suite 220Pittsburgh, PA  15220             Re:      [redacted] - Complaint #[redacted]                        Dear Ms. [redacted]: Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr. [redacted]’s additional comments.  Guardian apologizes that its efforts to resolve Mr. [redacted]’s concerns have not met his expectations. With all due respect, Guardian is unable to accommodate Mr. [redacted]’s request to cancel the account without further payment. Mr. [redacted] has twenty (20) months remaining in the initial term of his Monitoring Agreement. Pursuant to Section 5 of the Agreement, the account can be cancelled upon receipt of payment of “(a) all amounts then due; and (b) 100% of the amount due the Company for the remainder of this Agreement.” That amount is designated to be $1,154.28. (20 months X $49.95 = $999.00 + $155.28 current balance = $1,154.28)  In a good faith effort to bring this matter to swift resolution, Guardian’s previous offer to accept a 25% reduction to the early termination fee remains available to Mr. [redacted]. That amount is designated to be $904.53.  Alternatively, Guardian’s offer to provide and install 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) also remains available. These offers are extended until close of business on October 27, 2016 after which they will be rescinded.  Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].                           Sincerely,         ...⇄ Kathleen V[redacted], Director                                    ...⇄ Account Management 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

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