YMCA of Central Ohio

December 28, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] ***, Complaint # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***s additional commentsGuardian apologizes that its cancellation process does not meet Mr***s expectationsPlease understand that this process is in place to protect customers from harmful access to confidential account information by unauthorized parties (i.eestranged spouses, business partners, etc.) Should Guardian accept written instructions to cancel an account without verification from the customer, Guardian could place a customer in harm’s way without the customer’s knowledge that the home was no longer being actively monitoredAdditionally, a review of Mr***s original complaint revealed that the contact information (telephone number and email address) as listed in the complaint do not match the information in Mr***s accountWhile Guardian recognizes this could be the result of a typographical error or that Mr [redacted] could utilize more than one email address, Guardian is unable to cancel Mr***s account based on his written complaint without direct confirmation and verification from Mr***As previously stated, Guardian is more than willing to work with Mr [redacted] to process the cancellation of his accountUpon completion of this process, the balance on Mr***s account will be waived and he will receive no further billing statements from GuardianMr [redacted] may contact Guardian at [redacted] at his convenience to finalize this matterSincerely,Agency Complaint Response Team

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

September 6, 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 Mr [redacted] ’s complaintGuardian values the opportunity to facilitate swift resolution of his concernsMr [redacted] ’s letter asserts that his system is malfunctioning due to poor Verizon LTE coverage in his areaMr [redacted] also asserts that the system continues to fail after two (2) onsite service appointmentsGuardian has conducted a thorough review of Mr [redacted] ’s account and, respectfully, Guardian has found Mr [redacted] ’s assertions to be inconsistent with our recordsOur records indicate that Guardian conducted onsite service at Mr [redacted] ’s premises on two (2) occasionsThe first service visit was requested by Mr [redacted] to tie in a new deviceThe second service visit was requested by Mr [redacted] to replace a keypad which became damaged when attempting to change a batteryGuardian has no record of Mr [redacted] requesting onsite service to address concerns related to the cellular coverage in his homeAdditionally, Guardian was unaware of Mr [redacted] concerns until receipt of the subject letterUpon receipt of Mr [redacted] ’s complaint, Guardian contacted Mr [redacted] to discuss his concerns directlyDuring that conversation, Guardian provided the above explanation and offered to schedule a technician at no charge to address any concerns related to the cellular communicationsMr [redacted] stated he would need to review his schedule and requested a call back on Monday, September 11, Please be assured that Guardian will continue to work closely with Mr [redacted] to ensure that his concerns are addressed in a timely fashion and to his full satisfactionThank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

October 11, Revdex.com of Western PennsylvaniaAttn: [redacted] *Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Case # [redacted] Dear Ms***: Thank you for forwarding Ms [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address this matter For background, please note that Guardian provides low voltage wiring solutions (e.gtelephone, cable television, home networking, etc.) for Ms [redacted] ’s home builderAs such, Guardian met with Ms [redacted] in August to discuss her low voltage wiring needsDuring that meeting Guardian also presented additional products and services available for her new home, which was under construction at that timeSuch additional products and services are offered as an upgrade, such as home audio, video, intercom, home networking, electronic security system and moreAfter reviewing the available upgrades, Ms [redacted] engaged Guardian to install a monitored electronic security system in her new homeMs [redacted] acknowledged such engagement in writing by executing a Residential Monitoring Agreement (“Agreement”) with Guardian on August 18, 2015, which designates its initial term as thirty-six (36) monthsIn addition to signing the form, Ms [redacted] placed her initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Additionally, Ms [redacted] was provided with three (3) full business days to review, alter or cancel her decisions with respect to any aspect of the transaction with GuardianMs [redacted] acknowledged this policy by executing a “Notice of Cancellation” form at the time of saleGuardian did not receive a written request to cancel from Ms [redacted] and therefore proceeded to provide and install security equipment Upon receipt of your letter, Guardian contacted Ms [redacted] who reiterated that she does not wish to activate monitoring services with GuardianAs such, Guardian has agreed to release Ms [redacted] from all obligation under the Agreement and to waive the balance currently due on the accountMs [redacted] has expressed her satisfaction with this resolution Thank you for informing Guardian of this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

May 20, RE: [redacted] ***, Complaint # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr***’s complaintGuardian is a customer-focused organization and values the opportunity to assist in addressing his concerns Mr [redacted] indicates in his complaint that he wishes to cancel his account as he has moved from the monitored premises into an assisted living facilityPrior to receipt of your complaint, Guardian processed the cancellation of Mr***’s accountSaid cancellation became effective May 20, Monitoring services at Mr***’s residence have been discontinued and Mr [redacted] is under no further obligation to GuardianGuardian apologizes to Mr [redacted] for any confusion and would like to wish him all the best Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] Manager Customer Service Department

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

August 2, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to provide its response in hopes of clarifying this matter for all partiesMs [redacted] has requested that Guardian release proprietary code information so that she may access the configuration programming of her security system control panelWhile Ms [redacted] may be technically proficient and capable in such matters, Guardian politely declined to provide such 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 companyAdditionally, the proprietary code utilized by Ms [redacted] ’s system is also used by many other Guardian customersReleasing this programming code to Ms [redacted] places other Guardian customers in a vulnerable positionAccordingly, Guardian cannot release this code to Ms [redacted] in order to protect the integrity and safety of other Guardian customers as well as the security of Ms [redacted] .Ms [redacted] ’s letter asserts, “This alarm system belongs to me yet I’m unable to use it.” Respectfully, Ms [redacted] ’s assertion is inaccurateSection of Ms [redacted] ’s Agreement states, “You will own the System, except for the control/transmitting device which contains Our proprietary data and which We will always own.” Guardian has contacted Ms [redacted] directly to provide the above explanationDuring that conversation, Guardian’s representative explained that the hardware installed in Ms [redacted] ’s home (door contacts, motion sensor, glass breaks and keypad) belong to Ms [redacted] , however the control panel and the programming contained within belong to GuardianShould Ms [redacted] wish to engage another security provider, she may work with that company to have a new control panel installed with that company’s programmingMs [redacted] accepted Guardian’s explanation.I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to address Ms [redacted] ’s complaintSincerely,Agency Complaint Response Team

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 don't need the system in my house they can come and get itI am not paying for something that's out of date I hope we can resolve this issue by just ending my contract its that simple Regards, [redacted] ***

April 18, 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***’ additional commentsAttached to this letter, please find a copy of Mr***’ Builder Division Sales and Monitoring Agreement (“Agreement”)The automatic renewal terms can be found in Section BUpon receipt of Mr***’ most recent letter, Guardian reviewed the telephone recordings from his conversations with Guardian in December (Due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded.) Guardian’s research revealed that Mr***’ was, in fact, informed that his Agreement term would renew on a month to month basisGuardian sincerely apologizes to Mr [redacted] for any confusion.Due to Guardian’s findings, Guardian has processed a refund to Mr***’ credit card in the amount of $The credit should appear on Mr***’ credit card statement within 7-daysThank you for assisting Guardian with resolving this matter for Mr***Should you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

I have reviewed the response made by the Guardian Protective Services in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I worked with [redacted] and he promised after signing their cancelled service form, which removed them from any fault with regards to monitoring my address, Guardian would disregard the auto-renewal of my contractI e-signed their cancellation agreement enacting the verbal agreement I owed Guardian no monies going forward Regards, [redacted]

March 18, RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaintGuardian values Mr [redacted] as its customer and appreciates the opportunity to address his concerns Our records indicate Mr [redacted] contacted Guardian on November 7, and requested a lower monthly monitoring rateGuardian offered a reduced rate of $20.02/month in exchange for execution of a new 60-month agreementGuardian also offered to provide one (1) month of free monitoring and a new panel battery at no chargeMr [redacted] accepted Guardian’s proposalAs such, a new Agreement was forwarded electronically to Mr [redacted] for signatureMr [redacted] signed the Agreement and returned it to Guardian on December 8, While being reviewed by Guardian’s auditing department, it was discovered that an error was made in the language of Mr [redacted] ’s new AgreementMore specifically, the Agreement stated, “The Monthly Services Fee under the terms of the Agreement will be $beginning as of the date hereofThe initial term will be extended for monthsNotwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive 60-month/5-year renewal terms, unless We receive a written notice of cancellation from You.” Upon discovery of the error, Guardian prepared and sent a new Agreement to Mr [redacted] for signatureThe new Agreement language was amended to state, “The Monthly Services Fee under the terms of the Agreement will be $beginning as of the date hereofThe current term of the Agreement will begin as of the date hereof and continue for months hereafterNotwithstanding any provision set forth in the Agreement, upon the expiration of the current term, the Agreement shall automatically renew for successive MONTH to MONTH renewal terms, unless We receive a written notice of cancellation.” To clarify, the Agreement was amended to reflect a new 60-month term in lieu of adding months to the existing termThe Agreement was also amended to reflect a month to month renewal term in lieu of a 60-month renewal term A Guardian representative did make a number of attempts to contact Mr [redacted] to explain the language amendmentsUnfortunately, Guardian was unable to reach Mr [redacted] to provide the above explanation until after receipt of the subject complaintGuardian did speak with Mr [redacted] on March 17, and agreed to mail copies of the Agreements to him as he has requestedGuardian’s representative further explained to Mr [redacted] the amendments made to the language of the Agreement and apologized for the errorGuardian’s representative also explained that a billing error had occurred and that a refund has been authorized back to Mr [redacted] ’s credit cardMr [redacted] inquired how to cancel his account at the present time and Guardian indicated that an early termination fee would be requiredGuardian’s representative ended the conversation by expressing Guardian’s desire to rebuild Mr [redacted] ’s trust in the services we provide Again, Guardian sincerely apologizes to Mr [redacted] for any confusion or inconvenienceAs a gesture of apology, Guardian has applied a credit to Mr [redacted] ’s account equal to three (3) months of monitoring feesGuardian is committed to delivering the highest standards of customer service and hopes that Mr [redacted] will provide us the opportunity to regain his faith and trust in our services Thank you for providing Guardian the opportunity to address Mr [redacted] ’s concernsShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andrew A [redacted] Manager Customer Care Department

April 28, Revdex.com of Western PennsylvaniaAttn: [redacted] *Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”) Upon receipt of your letter, Guardian reviewed Mr [redacted] ’s account and discovered that invoices were erroneously mailed to Mr [redacted] subsequent to cancellation of his accountGuardian sincerely apologizes to Mr [redacted] for the oversight Please allow this letter to confirm that the balance due on Mr [redacted] ’s account has been waived and he will receive no further billing statements from Guardian Thank you for allowing Guardian to address this matterShould you have any questions, please feel free to contact me directly at [redacted] *** Sincerely, John T [redacted] , Manager Customer Service 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 You can see from their own records that I don't historically pay my account late ever month I resent that statement, the monitoring services were paid on 7/11/2017, they didn't post it and double billed me, they actually ask me to send confirmation from the electronic payment from my bank and I that and it still hasn't resolved this matter This happens every year and when I pay it thur their website it gets lost, This is an attempt to get me to schedule my payments thru their webpay where they can charge my account whatever they want Regards, [redacted] [redacted]

September 6, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] , Case # [redacted] Dear Ms [redacted] : Thank you for forwarding Mr [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian deeply regrets Mr [redacted] ’s negative interactions with our companyGuardian takes great pride in providing excellent customer service and regrets that Mr [redacted] ’s interaction with our firm was less than exemplaryDue to Mr [redacted] ’s unique circumstances, Guardian has accepted his request to cancel his account without further paymentThank you for allowing Guardian to address this matter for Mr [redacted] Should you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

February 12, 2018Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for forwarding Ms [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian is a customer-centric organization and values the opportunity to address any concernGuardian extends its apology to Ms [redacted] for the delay in relocating her security system and for any inconvenience the delay may have causedMs [redacted] ’s recent experiences are not reflective of Guardian’s high quality standards and expectationsUpon receipt of your letter, Guardian reached out to Ms [redacted] directlyRegretfully, Ms [redacted] declined to speak with Guardian and indicated she would await a response from the Revdex.com.In a good faith effort to earn Ms [redacted] ’s satisfaction, Guardian would like to make the following offer:• Guardian will schedule a same day/evening/weekend appointment at no charge to Ms [redacted] to install the AT&T card and activate the system communication; • Guardian will reduce the initial term of Ms [redacted] ’s Agreement from forty-eight (48) months to thirty-six (36) months; and • Guardian will reduce Ms [redacted] ’s monthly rate from $to $Additionally, Guardian has waived the balance due on the account and has applied a further credit in apology for Ms [redacted] ’s frustrationAgain, Guardian sincerely apologizes to Ms [redacted] for any confusion or inconvenienceGuardian values Ms [redacted] as a customer and would appreciate the opportunity to regain her trust in our servicesMs [redacted] may further discuss and/or accept the above offer by contacting Guardian at her convenience.Thank you for informing Guardian of this matterShould you have any questions, please contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

August 26, RE: [redacted] , Case # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to address Ms [redacted] ’ concerns Upon receipt of your letter, Guardian conducted a thorough review of Ms [redacted] ’ accountIn a good faith effort to bring swift resolution to this matter, Guardian has waived the balance due pursuant to Ms [redacted] ’ requestAdditionally, please allow this letter to confirm that Ms [redacted] has been cancelled and she will receive no further billing statements from GuardianGuardian apologizes to Ms [redacted] for any confusion or inconvenience Thank you for allowing Guardian the opportunity to clarify this matterShould you have any questions, please do not hesitate to contact me at ###-###-####, ext [redacted] Sincerely, Andrew A [redacted] Manager Customer Service Department

April 21, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to provide response and assist Mr [redacted] in resolving his concerns Upon receipt of the subject complaint, Guardian contacted Mr [redacted] to discuss the issues described in his letterDuring that conversation, Guardian offered to apply credits to Mr [redacted] ’s account totaling $Mr [redacted] agreed to remit the remaining balance due of $which Guardian received on April 17, On April 19, 2017, Guardian conducted onsite service at Mr [redacted] ’s home at no charge to him at which time Guardian’s technician reprogrammed the master light switch and accessory dimmers, and fully tested the devices before leaving the premisesThank you for the opportunity to address Ms [redacted] ’s complaint Should you have any questions, please feel free to contact me directly at ( [redacted] *** Sincerely, Andrew A***, Manager Customer Care Department

July 15, Revdex.com of Western Pennsylvania Attn: [redacted] Holiday Drive, Suite Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Guardian Protection Services, Inc(“Guardian”) is in receipt of Mr [redacted] ’s complaintGuardian values the opportunity to respond and facilitate resolution of his concerns Mr [redacted] ’s letter disputes the automatic renewal of his contractOur records indicate Mr [redacted] ’s initial transaction with Guardian occurred on January 13, at which time Mr [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) to engage Guardian’s servicesThe initial term is designated as a period of sixty (60) monthsMr [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate and bolded clause which specifically states, “This is a month monitoring agreement.” Mr [redacted] also executed the Agreement by affixing his signature at the bottom of the formGuardian’s records indicate Mr [redacted] ’s system was activated on June 12, after construction of his new home was completed Please note, all of the terms and conditions associated with the services to be provided are detailed in Mr [redacted] ’s Agreement, including but not limited to the Agreement’s automatic renewalSection B of Mr [redacted] ’s Agreement states, “After the initial term, the monitoring services will automatically renew for successive year terms unless either party gives to the other at least days written notice prior to the expiration date of its intention to terminate the Agreement upon its original or any renewed expiration date.” Guardian customers generally wish for their security services to continue beyond the initial termFor this reason the Agreement does not automatically terminate after the end of the initial termThe Agreement does provide the option to cancel within thirty days of the end of the initial term upon written requestGuardian’s records indicate Mr [redacted] ’s initial term renewed on July 1, Upon receipt of your letter, Guardian contacted Mr [redacted] and offered the above explanationIn a good faith effort to bring swift resolution to this matter, Guardian agreed to cancel Mr [redacted] ’s account effective July 15, The balance due on the account has been waived and Mr [redacted] will receive no further contact from GuardianMr [redacted] has expressed his complete satisfaction with this resolutionGuardian regrets losing Mr [redacted] as a valued customer and hopes he will consider Guardian again in the future Thank you for the opportunity to address this complaintShould you have any questions, please contact me at ###-###-####, ext*** Sincerely, [redacted] ***, Manager Customer Service Department

December 8, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response in hopes of assisting Mr***For background, the subject account came to Guardian by way of an Authorized Dealer known as AMP Security, LLC (“AMP”)As such, all aspects of the sales transaction and system installation took place directly between AMP and Mr***AMP is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AMPGuardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s businessUpon receipt of Mr***’s letter, Guardian contacted AMP and provided a copy of the complaint in an attempt to facilitate resolution of his concernsAMP is a respected firm and has agreed to accept Mr***’s request to cancel his account and discontinue 24-hour monitoring and related services without further paymentPlease note, upon cancellation Guardian will no longer respond to any signals from Mr***’s systemShould you or Mr [redacted] wish to contact AMP directly, they may be reached at: AMP Security, LLC, [redacted] .Thank you for allowing Guardian the opportunity to address and clarify this matterShould you have any questions, please contact Guardian directly at ( [redacted] Sincerely,Agency Complaint Response Team

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.Yes I informed Guardian that I was going to work directly with [redacted] concerning the door bell issue due to them not honoring the warranty and the fact that the technicians never having the item stocked on there work truck as previously guaranteed As far as the bill/balance due on the account I was informed that a supervisor named Allen that he was going to monitor my account and once every and all issues have been addressed and resolved he was going to contact me and discuss what was able to be done regarding our billI have recently been contacted by Guardian and informed that Allen is either no longer in that department or no longer with the companyI was guaranteed that a new supervisor would review my entire account and contact me to try to come to a resolution in which has yet to occurIf the company would actually replay all phone conversations and review all email correspondence between myself and them maybe at that time will they realize what was offered to me and correct theses issues Regards, [redacted]