YMCA of Central Ohio

January 12, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s complaintGuardian values the opportunity to provide response in hopes of clarifying this matter for all partiesFor background, Mr***’s account came to Guardian by way of an authorized dealer of Guardian known as Eagle AlarmAs such, all aspects of the sales transaction and system installation took place directly with Eagle AlarmAdditionally, the telephone conversation referenced by Mr [redacted] related to the monthly rate negotiated during the sales transaction also took place directly with Eagle AlarmPlease 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 AlarmMr [redacted] has requested that Guardian release proprietary code information so that he may access the configuration programming of his security system control panelOur records indicate Mr [redacted] contacted Guardian for assistance on January 1, at which time Mr [redacted] requested the programming code for his security panel to sync his key fobGuardian’s representative explained that Guardian could not provide the programming code and offered to schedule a service visit to complete any programmingMr [redacted] declined to schedule service and disputed that Guardian would not provide him the code as it belongs to the security equipment which he ownsMr [redacted] then requested the cancellation of his accountMr***’s call was transferred to a Guardian supervisor who also explained that the code could not be releasedMr [redacted] cited dissatisfaction that Guardian accessed his system without his knowledge to change the installer code which he had personally changed in the pastGuardian’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 soGuardian again offered to assist by scheduling onsite service however Mr [redacted] declinedGuardian received the subject complaint shortly thereafterRespectfully, 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 informationThe 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 systemAccess and tampering with the programming level of the system could cause detrimental results such as the system becoming unstable and/or transmitting alarms whereby police, fire and/or medical authorities may be needlessly summonedManufacturers of electronic security products design their control panels to utilize such codes for these reasonsThe 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 companyIt may also be helpful to know that Mr***’s Authorized Dealer Sales and Installation Agreement dated September 23, incorporates language relating to this subject matterSection 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***’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***’s accountOur records indicate that a key fob was deactivated by Eagle Alarm on October 9, Guardian subsequently remotely reactivated the key fob on April 3, Guardian has not remotely accessed Mr***’s account since April 3, Further, at no time has Guardian made any changes to Mr***’s programming code nor has Guardian deactivated any devices without Mr***’s knowledgeFinally, Guardian has reviewed the telephone interaction on January 1, in response to Mr***’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***Upon receipt of your letter, Guardian reached out to Mr [redacted] to provide the above explanationTo 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 convenienceGuardian would also be pleased to work with Mr [redacted] to negotiate a reduced cost for the appointment based on the specific needs for serviceMr [redacted] may contact Guardian at his convenience to schedule a service appointmentGuardian is hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to address Mr***’s complaintShould you have any questions, please feel free to contact Guardian at ( [redacted] Sincerely,Agency Complaint Response Team

July 31, 2017Revdex.comAttn: [redacted] 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 complaintGuardian welcomes any opportunity to address a question or concernAll 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 cancelNotwithstanding, Guardian will accommodate Ms [redacted] ’s request to waive the final balance due on the account upon cancellationA credit was applied to Ms [redacted] ’s account on July 26, and she will receive no further billing statements from GuardianWe believe the above gesture should fully resolve Ms [redacted] ’s concernsThank you for informing Guardian of this matterSincerely,Agency Complaint Response Team

February 22, 2017Dear Ms***: Thank you for forwarding Ms***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian sincerely regrets that a burglary event occurred at Ms***’s homeGuardian takes such matters very seriously and appreciates the opportunity to rebuild Ms***’s faith in our services Upon receipt of your letter, Guardian contacted Ms [redacted] to review the issues set forth in her complaintDuring that conversation, Guardian’s representative apologized for Ms***’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trustTo that end, Guardian’s representative offered to upgrade Ms***’s system and add additional contacts (such as window contacts) as necessary all at no charge to Ms [redacted] in exchange for a new 24-month monitoring Agreement with the first months of monitoring to be provided at no cost to Ms***Ms [redacted] accepted Guardian’s offer and expressed her complete satisfaction with this resolution Again, Guardian sincerely apologizes to Ms [redacted] that her recent experience with Guardian was less than exemplary Guardian is committed to delivering the highest standards of customer service and is grateful to retain Ms [redacted] as a valued customer Thank you for informing Guardian of Ms***’s letter and assisting in facilitating resolution of her concerns Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

March 13, 2017Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values its customers and appreciates the opportunity to address Mr [redacted] ’s concernsAs background, Mr [redacted] ’s account was sold and installed by *** Security as a former Authorized Dealer of Guardian [redacted] Security is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose monitored security systems were sold and installed by [redacted] Security Mr [redacted] ’s complaint expressed concern related to his security cameraPlease note that Mr [redacted] ’s Agreement with Guardian contains no reference to any camera equipment and therefore any issue related to such camera equipment is not included in the scope of services provided by GuardianSince Mr [redacted] purchased his camera equipment from [redacted] Security as a separate transaction, any questions related to the camera would need to be directed to [redacted] Security Prior to receipt of your complaint, Mr [redacted] contacted Guardian on February 28, to advise that he had engaged another security provider who offered two (2) interactive cameras for $55/monthGuardian’s representative explained that Guardian would be happy to provide those same services, however Mr [redacted] stated he had not been happy with his security camera since installGuardian’s representative explained to Mr [redacted] that his security camera was purchased from and installed by [redacted] Security, not GuardianGuardian’s representative further explained that Mr [redacted] ’s camera is not covered under his Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian therefore any issues with the camera would need to be addressed under his camera agreement directly with [redacted] SecurityGuardian’s representative also explained to Mr [redacted] that he has twenty-six (26) months remaining in the five (5) year initial term of his Agreement with Guardian and is ineligible to cancel absent payment of an early termination feeMr [redacted] expressed dissatisfaction with the information provided to him and Guardian received the subject complaint shortly thereafterUpon receiving Mr [redacted] ’s letter, Guardian immediately reached out to Mr [redacted] to discuss his concernsRegretfully, Mr [redacted] has declined to return the voicemail messages left for him by GuardianRespectfully, Guardian is unable to simply cancel Mr [redacted] ’s account without further paymentGuardian’s records indicate that Mr [redacted] ’s security monitoring equipment was properly functioning at all times as evidenced by Guardian’s receipt of all regularly scheduled monthly test signals until February 19, at which time Mr [redacted] engaged another provider for reasons unrelated to Guardian and/or Guardian’s services Section of Mr [redacted] ’s Agreement states he may cancel his account prior to the end of the initial term by remitting payment of, “the value of the work performed and the amount due to Us for the expired term of the Agreement, including loss of profits.” That amount is designated to be $1,($1,+ $current balance due.) Therefore, upon Guardian’s receipt of full payment of $1,from Mr [redacted] , his account will be cancelled and he will be released from all remaining obligation under the Agreement Thank you for allowing Guardian the opportunity to address and clarify this matter Should you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, John T [redacted] Manager Customer Care Loyalty Department

May 4,Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11392984, and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear belowI find it very disturbing that this is being put off onto [redacted] If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking callsI called in September or October to stop my service and find out what I needed to do in order to moveAt this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about)find it very disturbing that this is being put off onto [redacted] If the only communication you have from me regarding my move is from January, 8, 2016, you need a better way of tracking callsI called in September or October to stop my service and find out what I needed to do in order to moveAt this time I was informed I would still need to pay (which I was fine with) and that my service can be transferred (which I was happy about)Once I moved is when it all with downhill with Guardian, not [redacted] I explained I worked nights and wished to keep communication via email and asked that no calls be made to me during the day hours because I sleepThis was not followedI sent emails to Mary Beth with questions that were never answeredMy address in **, as of my last call on with Brian M***, has still not been updatedIt was still showing as **Guardian told us [redacted] would call us, but never didI asked for a number to contact them and was told they didn't have thatI had to push in order to get the numberWhen I called them, they informed me they NEVER received anything from Guardian to reach out to usI had to forward the paperworkWhat bothers me most about this paperwork is that I received these instructions“On Mar 9, 2016, at 7:AM, [redacted] > wrote: Morning I'm sorry, but I'm not signing his name to anythingCan't be certain but I'm thinking it's not all that legal to sign somebody else's name to a binding contractYou need to call him at [redacted] if that's what you needOr, he can give me permission to sign for him, but I won't do anything without itXXXXs will be used because our payment information is on fileThank you, [redacted] On Wednesday, March 9, 2016, [redacted] Hello [redacted] , We can schedule your install as soon as you complete the ppwrkPlease sign it with Michaels name, and if you are not comfortable entering your credit card info please just put all “xxxx” where it is requiring your numbersWe can just use the info we have on filePlease call me if you have any questionsJustin S [redacted] Account Management Guardian Protection Services ###-###-#### [redacted] Do you feel that is legal? My husband finally requested the name of his supervisor on and, as you will see, it was ignoredI finally asked if Mike ever heard back on and was told noThis is what it is like with this companyI will forward all email threads upon request to show this is not how MsV [redacted] portrays itYet, another reason why I prefer to deal with emailThank you, [redacted] ***

May 5, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr [redacted] ’s complaint and values the opportunity to provide response in hopes of facilitating resolution and clarifying this matter for all parties 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 customersThe subject account is among those for which Guardian provides these servicesMr [redacted] ’s 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 processFurther, Mr [redacted] ’s contractual arrangement is with [redacted] not GuardianGuardian is simply an agent for [redacted] to provide services for [redacted] customers as described above [redacted] is a separate and distinct company from GuardianGuardian 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 Guardian’s records indicate that Mr [redacted] initially engaged [redacted] ***’s services on February 25, 2015, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”)The initial term of the Agreement is clearly designated as sixty (60) monthsMr [redacted] acknowledged the initial term by placing his initials beside the separate clause which states, “Company agrees to provide monitoring services for a period of months from the above date.” Mr [redacted] also executed the Agreement by placing his signature at the bottom of the formGuardian’s records indicate Mr [redacted] s system was installed and activated by [redacted] on February 25, On November 30, with fifty-two (52) months remaining in the initial term of his Agreement, Mr [redacted] informed Guardian that he had sold the monitored premises and was unable to transfer services to his new home as it was a rentalGuardian’s representative explained that the initial term of Mr [redacted] ’s Agreement had not yet been satisfied and in order to cancel the Agreement immediately, payment of an early termination fee was requiredGuardian’s representative provided that amount to be $Guardian’s representative offered to freeze the account for a six-month period to allow Mr [redacted] the opportunity to find a permanent residenceGuardian’s representative also indicated that the new homeowner could activate services under a new agreement which would release Mr [redacted] from all remaining obligationMr [redacted] declined to relocate and disputed the early termination feeGuardian’s representative informed Mr [redacted] that the monitoring would be placed out of service but that billing would continue until the end of the initial termMr [redacted] acknowledged his understanding On January 7, 2016, Mr [redacted] spoke with Guardian and disputed receipt of a billing statementMr [redacted] also disputed the initial term of his Agreement and the early termination feeGuardian’s representative reiterated the relocation options previously presented to Mr [redacted] Guardian received no further contact from Mr [redacted] until receipt of the subject complaint on April 22, Mr [redacted] ’s complaint indicates that the front page of his contract states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property addressClient must provide written notice to the Company days prior to such cancellation, return any Company owned property.” The language referred to by Mr [redacted] above is found in Section of his Agreement which clearly states, “Client may cancel this agreement before the end of the primary or renewal term only upon sale and relocation from the above property addressClient must provide written notice to the Company days prior to such cancellation, return any Company owned propertyShould the client cancel under the above stated terms, the early termination fee of $shall be immediately due and payable to the company.” Upon receipt of your letter, Guardian contacted Mr [redacted] to review the above terms of his AgreementMr [redacted] stated he is aware of the sentence outlining the early termination fee however the [redacted] sales representative indicated the early termination fee would be waived due to Mr [redacted] ’s frequent movesGuardian’s representative reviewed the terms of Mr [redacted] ’s Agreement and advised nothing was noted to indicate the agreement to waive the early termination feeMr [redacted] stated that he possessed documentation confirming the sales representative’s promiseGuardian requested that Mr [redacted] forward a copy of that document to Guardian to reviewTo date, Guardian has not received any paperwork from Mr [redacted] , nor has Mr [redacted] responded to additional voicemail messages left for him Guardian has provided a copy of Mr [redacted] ’s complaint to [redacted] as the contract holderRespectfully, [redacted] is unable to accommodate Mr [redacted] ’s request to cancel without payment of an early termination feeThe primary foundation for the initial term period as defined in the Agreement is to allow [redacted] the opportunity to recoup its investment made in the monitored premises [redacted] has not been provided the opportunity to recover the investment made in Mr [redacted] ’s former residence and therefore cannot simply cancel the accountShould Mr [redacted] wish to cancel his account, he may do so by remitting payment of the early termination fee designated by the terms of his AgreementAlternatively, Mr [redacted] may remit timely monthly payments until such time that he is eligible to cancel his account I am hopeful the above information has assisted to clarify this matter for all partiesThank you for informing Guardian of Mr [redacted] ’s complaintShould you have any questions, please contact me directly at ( [redacted] , ext*** Sincerely, Kathleen V***, Director Account Management Department

August 5, RE: [redacted] – Complaint ID [redacted] Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] additional commentsGuardian regrets that Mr [redacted] remains dissatisfied with the efforts made to resolve his complaintNotwithstanding, Guardian’s position respectfully remains the same In good faith, Guardian has offered to waive the $early termination fee and accept payment of $2,to cancel Mr [redacted] account, which will allow Guardian to recover the cost of the equipment installed in Mr [redacted] home onlyMr [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*** 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 $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 partiesThe above offers shall remain available to Mr [redacted] until close of business on August 19, Should you have further questions or concerns, I may be reached at ###-###-####, ext*** Sincerely, Andrew ***, 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 NOT a satisfactory happy solution to me I would like to close the complaint with this company but do not want it to appear to others that review complaints that this was a satisfactory resolution They have wasted so much of my time that I just want to be done with the whole issue Please close the complaint but do not give them any positive points for handling it to my satisfaction Regards, [redacted]

April 7, RE: [redacted] – Complaint ID # [redacted] Dear Mrs [redacted] Guardian Protection Services, Inc(“Guardian”) is in receipt of Mrs***’s complaint and values the opportunity to provide response in hopes of facilitating resolution For background, Mrs***’s account came to Guardian by way of an Authorized Dealer known as [redacted] )As such, all aspects of Mrs***’s sales transaction and system installation took place directly between [redacted] and Mrs***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 ***Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s businessOur records indicate Mrs [redacted] executed an Authorized Dealer Monitoring and Repair Agreement (“Agreement”) with [redacted] on June 23, The initial term is designated as sixty (60) months On March 29, with thirty-nine (39) months remaining in the initial term of her Agreement, Mrs [redacted] informed Guardian that she had sold the monitored premisesGuardian’s representative explained that the initial term of Mrs***’s Agreement had not yet been satisfied and in order to cancel her Agreement immediately, payment of an early termination fee was requiredIn an effort to assist Mrs [redacted] in fulfilling her obligations under the Agreement, Guardian explained that services could be relocated to her new home for a fee of $with no contract extension, or at no charge in exchange for execution of a new sixty (60) month AgreementMrs [redacted] indicated she wished to consider the options and would call back at a later time Later that day on March 29, 2016, Mr [redacted] contacted Guardian and stated he had removed all security equipment and wished to cancel the accountMr [redacted] also disputed the initial term of the AgreementGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to discuss the concerns set forth in the complaintDuring that conversation, Mr [redacted] requested that the automatic payment option be disabled on the accountMr [redacted] further requested a copy of the Agreement be forwarded to him for reviewGuardian’s representative immediately cancelled automatic payment and provided a copy of the Agreement via email as requested by Mr***In an effort to assist Mr***, Guardian’s representative offered to cancel the account upon payment of an early termination fee of $Guardian’s representative explained to Mr [redacted] that Guardian was unable to reduce the early termination fee any further due to the costs associated with the accountMr [redacted] declined to remit an early termination fee and expressed he would seek legal action Respectfully, Guardian is unable to accommodate Mrs***’s request to cancel without payment of an early termination feeThe primary foundation for the initial term period as defined in the Agreement is to allow Guardian the opportunity to recoup its investment made in the monitored premisesWhile Guardian understands that customers may wish to end their obligation prior to the end of their initial term, allowing the customer to do so without remittance of payment of an early termination would result in Guardian incurring a significant financial lossGuardian has not been provided the opportunity to recover the investment made in Mrs***’s former residence and therefore cannot cancel the account Section of Mrs***’s Agreement states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.” Guardian has made every reasonable effort to assist Mrs [redacted] in fulfilling her obligation under the Agreement by offering to relocate her system or by accepting the early termination fee as designated by Section of Mrs***’s AgreementGuardian believes these offers to be fair and reasonable and remains hopeful that Mrs [redacted] will concurThese offers shall remain available to Mrs [redacted] until close of business on May 5, after which they will be rescindedAlternatively, Mrs [redacted] may continue to remit timely monthly payments until such time that she is eligible to cancel his account I am hopeful the above information has assisted to clarify this matter for all partiesThank you for informing Guardian of Mrs***’s complaintShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen V [redacted] Director Account Management Department

In ResponseAs MrA [redacted] states, I did call on September 12th to request cancellation of my accountThe service agent I spoke to on the phone, informed me that my agreement called for an “early termination fee” which was 100% of the amount that remained on my year termShe informed me that I had agreed to this upon signing up with [redacted] TechnologyWe advised her and her supervisor that paying out 100% of the remainder of the contract would not be financially feasible, as it was over $2,She offered us one month’s credit to my account but I had already made a payment for the month so she advised the credit would roll over to next monthWe explained again, that we wanted to cancel our service and not receive reduced payment amounts, but were once again informed that we had agreed to an early termination feeDuring this call, I requested a copy of our contract so that we could review the agreement for the early termination feeI spoke with Joe in Guardian’s customer retention department for the first time on September 15th, where he advised me of the ability to apply more credits to my account or to suspend my account for a period of 3-monthsJoe did offer to reduce the payment for the early termination fee down to $1,500, but once again reiterated that it was outlined in our contractI advised Joe that I would consider these optionsI attempted to call Joe back on September 16th and left a voicemailOver the course of the next week, I also started working in my new position and Joe leaves the office at 3:central time, while I am still workingThis has not been conducive to our connecting as we have each left the other multiple voice messagesMrA***’s statement that they have not heard back from me is not truthfulI left another message for Joe on Monday September 21st and missed a phone call from him on Tuesday September 22nd before MrA [redacted] sent his response to you on Wednesday September 23rdWe received the contract on Friday September 18thAfter reviewing the contract, I noted that it did not have any clauses or terms regarding early cancellation feesI called and spoke with Joe the morning of Thursday September 24th and informed him that I did not see anywhere in the contract where early termination fees were outlined or explainedJoe referred me to section on Termination and Default, which states the following:Section Termination; Default“If you fail to make a payment when payment is due, Your system repeatedly generates alarms, or You abuse Our staff, We may discontinue installation, monitoring and service, terminate this Agreement, and recover all damages to which We are entitled including, without limitation, the value of the work performed and the amount due to Us for the unexpired term of the Agreement, including loss of profitsYou also agree to pay for any and all collection agency fees, attorney fees and related costs, whenever this matter is referred to collection and whether or not a suit is filedWe may impose a monthly late fee on all payments more than thirty (30) days past due in an amount equal to $each until paid, or the maximum amount permitted by Pennsylvania law, whichever is lessThe provisions of this agreement that apply to any claim or suit will survive the cancellation, termination or expiration of this AgreementYou agree to pay Us $any time Your check, credit card charge, or ACH debit is returned to Us whether for lack of funds or otherwiseYour obligations under this agreement continue even if You sell or leave the Premises.”I advised Joe that I was not failing to make a payment, but instead wanted to cancel the terms of our contract, and did not view this section as setting forth any type of early cancellations fees that I had agreed to as previously mentionedJoe placed me on hold while he contacted Guardian’s dealer deptand came back and stated that cancelling a contract is viewed as failing to make a paymentI informed Joe that I was not failing to make payments, and I just wanted to cancel the current termsJoe did offer again to lower the early cancellation fee down now to $1,I, once again, advised Joe that I did not have $1,available to pay to cancel their services and did not see this section in the contract as pertinent to any type of early cancellation fee and told him I would be back in touch with him when I had considered my optionsI staunchly disagree that cancelling a contract equates to failing to make a payment and do not believe that this early termination fee Guardian is trying to enforce is something I agreed toIn the name of compromise, I will offer to pay $for any costs incurred by the company due to my cancelling but my contract clearly does not specify this and does not include any mention of cancellation feesI will make access to any equipment they need available as soon as they need itThank you, [redacted] ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke with Robert W [redacted] @ ###-###-#### the General Manager who agreed that I will be given a refund and out of my contract after he came into my showroom and reviewed what happened and agreed that Guardian "misspoke" and liedI want out of my contract and I want my money backYour company lied to meTHe represenative [redacted] came with him and agreed that he misspoke as wellI have recorded phone calls of thisI have documentation that your sales team TOLD ME DIFFERENTLY! Regards, [redacted]

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 response received from MrA [redacted] fails to tell the whole story of the installation visit on March The vendor showed up to our home with only three of the ELEVEN sensors that were needed for our homeRemember they've previously installed the sensors that aren't compatible Secondly, the service technician admitted the sensors he brought were too large for residential use but was what was ordered? While I do appreciate the credits provided the matter remains open until we have resolution with an operable alarm system.Regards, [redacted]

January 9, Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – ID # [redacted] Dear Ms*** Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Ms ***’s complaint Guardian appreciates the opportunity to provide response and facilitate resolution of her concernsMs***’s letter expresses discontent related to the extension of her contract term in exchange for an upgrade to her security system Upon receipt of your letter, Guardian contacted Ms [redacted] to discuss her concerns directlyIn a genuine effort to earn Ms***’s satisfaction, Guardian agreed to honor the original 36-month contract termAccordingly, Ms***’s agreement term will mature on July 13, Ms [redacted] expressed her complete satisfaction with this resolutionGuardian values Ms [redacted] as its customer and appreciates the opportunity to resolve this matter on her behalf Thank you for allowing Guardian to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** 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, details of the offer I reviewed appear below ALCON: No contact from Guardian has been “refused.” I have informed the agent several times that I do not have the ability to speak on the phone until after work hours due to the inability to have wireless devices at workAdditionally, the call has not been to “resolve” my issues, but to force me to listen to a recorded call which again, does not resolve the concerns that I still have nor does it support the “DOCUMENT” that guardian sent to me in writing and is using and the enforceable document for this serviceThere is NOTHING in the contract that states that a promotion was agreed to, nor that there is a “promotional Additionally, per the copied data that was entered which is NOT available to me anywhere online, where were the complete months of “promotion” offered? If in the first days, per your document, I was charged $and for months (through December 2016), I was billed and in January I WAS Overcharged, as I statedIt was not until days later that an “account credit” was postedNo notification was sent to me, no information was provided without me initiating this complaint, and none of this information is available on the websiteI have to call and request this information or file complaintsI see no evidence, based on this information that was providedI have sent an letter and am officially revoking all privileges for Guardian to remove ANY monies from my bank account effective immediatelyI will mail payment at my discretionAlso, the terms do not indicate that payment needs to be made in full PRIOR TO termination of service as I have requestedIf this is indicated somewhere in a document I have signed, I’m requesting evidence of thatThough Guardian has alleged cancellation, I have requested evidence of the cancellation THREE TIMES and have yet to receive any documentation via US Mail or Email as requestedI am yet again asking for that to be sent to meA Recorded telephone call means nothing when it contradicts the document that I SIGNED MY NAME TO! I regret EVER doing business with Guardian and will ensure that I communicate my poor experience to fellow residents for the Association I represent, the FTC, and CFPB to ensure that crooks like this do not take advantage of consumers like myself Regards, [redacted]

February 22, Thank you for forwarding Ms [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and facilitate resolution of her concernsMs [redacted] has expressed dissatisfaction with the delay in scheduling onsite service to make repairs to her systemSubsequent to receipt of your letter, onsite service was conducted by [redacted] Security Management (“ [redacted] ”) on February 18, at Ms [redacted] ’s homeUpon completion of the service visit, Guardian contacted Ms [redacted] who confirmed her satisfaction with the service appointment During that conversation, Ms [redacted] reiterated her displeasure with the cost of the siren previously installed Guardian’s representative offered to place a credit to Ms [redacted] ’s account in the amount of $representing the cost of the siren and the trip feeMs [redacted] accepted and confirmed that all issues have been resolved to her satisfactionGuardian values Ms [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide Guardian extends its sincere apology to Ms [redacted] for her negative experiences with [redacted] and apologizes that her security system could not be serviced in a suitable timeframePlease understand these experiences are not reflective of Guardian’s high quality standards and expectationsGuardian has addressed this matter directly with [redacted] who assured Guardian that Ms [redacted] ’s issues have been appropriately addressed and corrected within their organization Thank you for informing Guardian of this matter Should you have any questions, please feel free to contact me directly at ###-###-####, ext [redacted] Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

April 16, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for forwarding Mr***’ complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and clarify this matter for all partiesMr***’ letter disputes the automatic renewal of his contractPlease note, all of the terms and conditions associated with the Builder Division Sales and Monitoring Agreement (“Agreement”) executed by Mr [redacted] on April 22, are detailed in the Agreement, including but not limited to the automatic renewalThis language is included so that Guardian may continue to provide services after the end of the initial termIf the Agreement were to automatically terminate, services would also automatically terminate which would create significant issues for the vast majority of customers who wish for monitoring services to continueThe Agreement language also provides an option for cancellation at the end of the initial term by providing a written and signed request to cancel within days of the expiration of the AgreementOn April 10, 2018, Mr [redacted] requested the cancellation of his account in order to engage another security providerGuardian’s representative explained that the terms of Mr***’ Agreement state an early termination fee is requiredMr [redacted] remitted the early termination fee of $on April 10, Accordingly, Mr***’ account was cancelled effective April 12, Guardian received the subject complaint shortly thereafterRespectfully, Guardian is unable to accommodate Mr***’ request to reimburse the early termination feeThe Agreement clearly defines the automatic renewal terms in Section B which states, “the monitoring services will automatically renew for successive three year terms unless either party gives to the other at least days written notice ” Thank you for allowing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

June 19, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] 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 complaintGuardian has conducted a careful review of Ms [redacted] ’s account and offers the following information in responseWhile 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 customersThe subject account is among those for which Guardian provides these servicesMs [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 processFurther, Ms [redacted] ’s contractual arrangement is with Security Force, not GuardianGuardian is simply an agent for Security Force to provide services for Security Force customers as described aboveFor background, our records indicate that Ms [redacted] initially engaged Security Force’s services on July 5, as memorialized in the Agreement for Monitoring and Installation of Security System (“Agreement”)The initial term of the Agreement is designated as sixty (60) monthsMs [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 months from the above date.” Ms [redacted] also executed the Agreement by placing her signature at the bottom of the formGuardian’s records indicate Ms [redacted] ’s system was activated by Security Force on July 5, On June 6, 2017, Ms [redacted] informed Guardian that she was moving from the monitored premisesGuardian’s representative explained that twenty-six (26) months remained in the initial term of her AgreementIn 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 accountAlternatively, 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 obligationGuardian’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 $Guardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian reached out to Ms [redacted] in an effort to facilitate resolution of her concernsIn 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 $Ms [redacted] has agreed to remit this amountUpon 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 partiesThank you for informing Guardian of Ms [redacted] ’s complaintShould you have any questions, please contact me directly at [redacted] , ext***Sincerely,Kathleen V***, Director Account Management Department

April 14, RE: [redacted] , Complaint # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaintGuardian is a customer-focused organization and values the opportunity to assist in addressing his concerns and clarifying this matter for all parties For background, Mr [redacted] ’s account came to Guardian by way of an Authorized Dealer known as [redacted] )As such, all aspects of Mr [redacted] ’s sales transaction and system installation took place directly between [redacted] and Mr./Mrs [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 ***Guardian does not control any day-to-day business activities or any internal policies or procedures of ***, including security evaluations, sales processes, installation practices or any other aspects of ***’s business Our records indicate Mrs [redacted] executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on June 21, The initial term is designated as sixty (60) months [redacted] installed and activated The [redacted] s’ system on June 24, Mr [redacted] ’s letter asserts that Guardian has not consistently monitored his systemUpon learning of Mr [redacted] ’s concerns, Guardian conducted a thorough review of his accountOur records indicate that all regularly scheduled monthly test signals have been properly received by Guardian’s central monitoring station which would indicate that Mr [redacted] ’s system is transmitting signals correctlyMrand Mrs [redacted] ’s Agreement recommends that customers test their system on a monthly basisA review of Mr [redacted] ’s account found no record of Mror Mrs [redacted] requesting to test their system subsequent to activation on June 24, Additionally, please note that Guardian has no record of Mr [redacted] expressing concern regarding system communication until receipt of the subject complaint Mr [redacted] has also asserted that Guardian was disrespectful and used profanity during telephone conversationsWith all due respect, Mr [redacted] ’s statement is falsePlease note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recordedUpon receipt of Mr [redacted] ’s complaint, Guardian conducted a thorough review of the telephone interactions between Mr [redacted] and Guardian’s representativesGuardian’s investigation revealed that all Guardian representatives conducted themselves in a polite and professional manner at all times in an earnest effort to assist Mr [redacted] Should the telephone interactions referenced in Mr [redacted] ’s letter have taken place with [redacted] representatives, Guardian would have no record of those telephone calls Finally, Mr [redacted] ’s letter asserts that Guardian has failed to honor its part of the contract and that Guardian has further refused to correct the issueRespectfully, Guardian finds these assertions to be falseFor background, on January 9, Mr [redacted] contacted Guardian and expressed discontent regarding a zwave thermostat which was not working properlyGuardian scheduled onsite service to take place four (4) days later on January 12, A technician arrived for the service appointment as scheduled on January 12th however Mr [redacted] would not permit the technician to make any repairs to the system and requested that the technician leave the premises On January 21, 2016, Mr [redacted] contacted Guardian and requested cancellation of his account, citing dissatisfaction that onsite service could not be conducted for four (4) days following his initial report of the issueGuardian’s representative apologized to Mr [redacted] and explained that he was ineligible to cancel his account as thirty-one (31) months remained in the initial term of the Agreement On March 28, 2016, Mr [redacted] requested onsite service related to his keypad and zwave devicesOnsite service was scheduled for and took place two (2) days later on March 30, During the service appointment, the technician removed the thermostat and learned it back in, reprogramming it to the keypadThe technician recommended to Mr [redacted] that he upgrade the thermostat or the keypad if the issue persistedGuardian received the subject complaint the following day Upon receipt of your letter, Guardian contacted Mr [redacted] directlyDuring that conversation, Mr [redacted] stated that he previously attempted to cancel his account during the three-day right of recission period at the time of sale with [redacted] and further asserted that he possessed documentation confirming suchMr [redacted] indicated he would forward a copy of that documentation to Guardian for review however Guardian has not received anything from Mr [redacted] to dateMr [redacted] also informed Guardian’s representative that his keypad was not working and that he had requested a new keypad during a recent service appointmentMr [redacted] expressed dissatisfaction that the technician did not replace the keypad during the onsite appointmentGuardian’s representative apologized to Mr [redacted] for his frustration and offered to send a technician at no charge to replace the keypadMr [redacted] declined to schedule onsite service and stated that cancellation of the account is the only resolution he will accept Respectfully, Guardian finds Mr [redacted] ’s request to cancel his account without further payment to be unwarrantedGuardian has at all times honored its obligation under the Agreement by providing 24-hour monitoring and related servicesGuardian’s records indicate Mr [redacted] ’s system has properly transmitted signals at all times which was further confirmed during the onsite service appointment conducted on March 30, when the technician tested all devices prior to departing the residenceGuardian also immediately addressed service concerns relayed by Mr [redacted] by dispatching a technician to his residence on two (2) occasionsFinally, Guardian found no record of any employee using profanity with Mr [redacted] as stated in his complaintFor these reasons, Guardian declines to simply cancel Mr [redacted] ’s account Should Mr [redacted] wish to cancel his account prior to the end of the initial term, Section of his Agreement states he may do so upon remittance of an early termination fee in the amount of $As such, upon receipt of payment of $750, Guardian will terminate Mr [redacted] ’s account and he will be released from all remaining obligationAlternatively, Mrand Mrs [redacted] may continue to remit timely monthly payments and continue to utilize their 24-hour monitoring services until such time that they are eligible to cancel I am hopeful the above information has assisted to clarify this matter for all partiesThank you for allowing Guardian the opportunity to address Mr [redacted] ’s complaintShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

June 9, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian offers its sincerest condolences to Mr [redacted] and his family for the recent loss of Mrs*** In an effort to clarify this matter for all parties, Guardian offers the following informationMrand Mrs***’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] , not GuardianIn 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***’s services and subsequent billings 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 Guardian’s records indicate that Mrand Mrs [redacted] initially engaged [redacted] ’s services on December 6, 2014, as memorialized in the Authorized Dealer Monitoring and Repair Agreement (“Agreement”)The initial term of the Agreement is designated as sixty (60) monthsMrand Mrs [redacted] acknowledged the initial term by placing their initials beside the separate clause which states, “The initial term of this Agreement is months.” Mrand Mrs [redacted] also executed the Agreement by placing their signatures at the bottom of the formGuardian’s records indicate Mrand Mrs***’s system was installed and activated by [redacted] on December 8, During the initial sales transaction, [redacted] routinely conducts a recorded and documented telephone conversation between the customer and [redacted] whereby the customer orally acknowledges specific information related to their sales transaction such as the term of the agreement, the monthly rate and any other information pertinent to activating servicesA similar recorded telephone call is conducted between the customer and [redacted] following installation and activation of the security systemThe purpose of [redacted] ’s telephone surveys is to confirm and ensure accurate information and ensure the customer understands and acknowledges the obligations of both partiesGuardian’s research confirmed that both Mrand Mrs [redacted] completed the telephonic survey at the time of sale during which they orally acknowledged an initial term of sixty (60) months with a monthly rate of $Upon installation and activation of the system, a similar call was conducted whereby Mr [redacted] again orally acknowledged the initial term and monthly rate Upon receipt of the complaint, Guardian contacted [redacted] , a designated representative for Mr***, and provided the above explanationGuardian’s representative explained that the recorded telephone conversations are available should she wish to review themGuardian’s representative also explained that the sales transaction was conducted with an employee of [redacted] and not Guardian; Guardian was not present during the sales transaction or system installationMs [redacted] requested a copy of Mr***’s Agreement and Guardian’s representative mailed a copy to Mr***’s residence on May 31, pursuant to Ms [redacted] ’s request Respectfully, Guardian is unable to cancel Mr***’s account without further paymentThe terms of Mrand Mrs***’s Agreement state the account may be cancelled upon payment of an early termination feeThat amount is designated as $1,as set forth in Section of the AgreementHowever, in a good faith effort to assist Mr***, Guardian is willing to accept a 50% reduction of the early termination fee in the amount of $to cancel his accountPlease note, remittance of the sum of $would allow Guardian to recover some but not all of its costs and expenses incurred in establishing Mr***’s account Alternatively, should Mr [redacted] wish to utilize the security monitoring equipment installed in his home, Guardian would be happy to schedule an onsite service appointment at no cost to Mr [redacted] to fully test the system and provide a demonstration to ensure Mr [redacted] is comfortable with its useGuardian would also be happy to work with Mr [redacted] to lower his monthly monitoring rate or install/provide additional equipment such as another smoke detector, key fob or any other device which Mr [redacted] may find beneficial Finally, should Mr [redacted] be moving from the monitored premises, Guardian has a number of options available to assist him in fulfilling his obligations under the AgreementFor instance, should the new homeowner elect to activate services under a new agreement, Mr [redacted] would be released from any remaining obligationMr [redacted] may also transfer services to a friend or family member It is Guardian’s sincere desire to work with Mr [redacted] to resolve this matter to his full satisfactionTo that end, Guardian asks that Mr [redacted] or his representative contact us directly to discuss the above options furtherGuardian values Mr [redacted] as its customer and remains hopeful that he will allow Guardian to continue assisting him with his security monitoring needs Thank you for informing Guardian of this matterShould you have any questions, please contact me at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Care Department

March 14, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Mike D [redacted] , Complaint ID# [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) in in receipt of the above-referenced complaintGuardian values the opportunity to address the subject concernsMr [redacted] ’s letter cites dissatisfaction with the balance due on his account after cancelling monitoring servicesIn a good faith effort to bring swift resolution to this matter, Guardian has waived the balance in the amount of $The credit was applied on March 14, Accordingly, Mr [redacted] owes no further amount to GuardianGuardian believes this gesture should fully satisfy Mr [redacted] ’s concernsShould you have any questions regarding the above, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team