YMCA of Central Ohio

August 3, RE: [redacted] , Case # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to address his concerns and clarify this matter for all parties Mr [redacted] expressed dissatisfaction in his letter related to the refund provided by Guardian for the camera systemUpon receipt of your letter, Guardian reviewed Mr [redacted] account and offers the following information For background, Mr [redacted] Commercial Agreement (“Agreement”) dated May 14, designates the total price for all selected equipment (security monitoring and cameras) to be $1,Of that amount, $1,reflected the total cost of the camera equipment and $for the security monitoring equipment ($base package price + $additional equipment.) Mr [redacted] remitted an initial deposit of $at the time of saleSubsequent to that date, Mr [redacted] requested the cancellation of the security camera portion of his AgreementMr [redacted] further requested a refund for all monies paid for the camera equipmentPursuant to his request, Guardian did cancel the camera portion of Mr [redacted] Agreement On June 3, 2015, Guardian invoiced Mr [redacted] account in the amount of $($base package price + $equipment + $tax) for the security monitoring equipment reflected in his AgreementThis amount was deducted from the $deposit made by Mr [redacted] at the time of saleGuardian issued a refund to Mr [redacted] credit card for the difference in the amount of $on July 2, Based on the above information, Guardian does not find any further amounts due to be refunded to Mr [redacted] Upon receipt of your letter, the general manager of Guardian’s [redacted] branch went to Mr [redacted] place of business in a genuine effort to offer assistance and address this matter directlyRegretfully, the general manager was not provided the opportunity to assist in any wayMr [redacted] demanded the cancellation of his account at that time Respectfully, Guardian is unable to cancel Mr [redacted] account without further payment as he remains within the initial term of his AgreementGuardian incurred significant cost in Mr [redacted] system by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring servicesThese services were performed with the expectation that Guardian will recover its investment over the thirty-six (36) month term of the Agreement Should Mr [redacted] wish to cancel his account, the terms of his Agreement state he may do so upon remitting an early termination fee in the amount of $1,Therefore, upon receipt of payment of $1,433.25, Mr [redacted] account will be cancelled and he will be released from all remaining obligation under the AgreementAlternatively, Mr [redacted] may elect to remit timely monthly payments and continue to utilize the security monitoring services to which he engaged Guardian to provide Thank you for providing Guardian the opportunity to clarify this matterShould you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

June 9, Revdex.com of Western Pennsylvania Attn [redacted] Holiday Drive, Suite Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms [redacted] Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaint Guardian values the opportunity to provide response in hopes of clarifying this matter for all parties Guardian’s records indicate Mrs [redacted] ’s account was cancelled on January 13, Accordingly, Guardian discontinued monitoring of any security devices in Mrs [redacted] ’s home effective that date, however Mrs [redacted] remained able to use her system locally without monitored response On May 31, 2016, Mrs [redacted] requested onsite service to repair a motion sensorBecause Mrs [redacted] is no longer a Guardian customer, Guardian’s standard service rates appliedGuardian informed Mrs [redacted] of the rates and took payment of an $non-refundable deposit towards the cost of the onsite service appointmentSaid appointment was scheduled for June 8, On June 5, 2016, Mrs [redacted] contacted Guardian and cancelled the onsite service appointmentMrs [redacted] inquired about the $deposit remitted on May 31, and Guardian’s representative explained that the requirement for the non-refundable deposit is standard procedureGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mrs [redacted] directlyDuring that conversation, Guardian’s representative explained that as a one-time courtesy, Guardian will refund the $deposit as the onsite service appointment was not conductedMrs [redacted] expressed her satisfaction with this resolutionAn electronic refund was processed to Mrs [redacted] on June 9, Thank you for the opportunity to address Mrs [redacted] ’s complaintShould you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, Andrew A [redacted] Manager Customer Care Department

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

RE: [redacted] – ID # [redacted] Dear Mrs***: Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s complaint Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns Mr [redacted] ’s letter states he was unaware he was extending the initial term of his Agreement with Guardian upon upgrading his security equipment in October Respectfully, our review into Mr [redacted] ’s account (including a review of recorded telephone conversations) revealed that Mr [redacted] verbally acknowledged and agreed to the new 60-month term during a telephone conversation with Guardian on October 5, Further, the Interactive Upgrade - Residential Sales and Monitoring Agreement (“Agreement”) executed by Mr [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “THIS IS A MONTH INITIAL TERM.” Upon receipt of your letter, Guardian reached out to Mr [redacted] to discuss the concerns set forth in his complaintDuring that conversation, Guardian reviewed the above information related to the Agreement and initial term While Guardian maintains its legal right to pursue fulfillment of the initial term of Mr [redacted] ’s Agreement, in this instance Guardian will accommodate Mr [redacted] ’s request to cancel his account without further paymentThis gesture is presented by Guardian in good faith to bring swift resolution to this matter Mr [redacted] has expressed his satisfaction with this resolution Thank you for allowing Guardian to address Mr [redacted] ’s complaintShould 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 The business indicates that they were given my contact information in case of emergency at the propertyI reject the idea that a low battery signal constitutes an emergencyBesides which, I never saw any indication that there was ever a low battery to begin withThe business is correct, they did send an unnecessary replacement batteryI received the battery, and replaced the old one as indicatedThis DID NOT stop the phone callsLOW BATTERY ISSUES ASIDE, the response does not address the repeated unwanted phone calls, which is the nature of my complaintThe fact that I did not have to give a "code word" to receive phone calls in the first place, but have to give one to stop the calls is a ludicrous way to run a businessI have never heard of a company that cannot provide an alternate way to verify a caller's identityRecent changes to the Telephone Consumer Protection Act allow consumers to revoke consent to receive robocalls, like the ones Guardian is issuing to meHere is the relevant verbiage:"Empowering Consumers to Say ‘Stop’– Consumers have the right to revoke their consent to receive robocalls and robotexts in any reasonable way at any time."https://www.fcc.gov/document/fcc-strengthens-consumer-protections-against-...⇄ would say that repeated phone calls to a company is a reasonable way to revoke consentI even told them more than once that what they were doing is illegal, and they did not seem to care at allI still cannot confirm that the phone calls have stopped, and the response to this complaint does nothing to reassure meWhen my landlord last spoke with Guardian, they could not even tell her WHY they were still calling meAs far as I can tell, they may still be trying to call me, but I had to go to my phone carrier to have the number blocked.Guardian's communication policies are absolutely absurd and need an overhaulI should not have to go through a third party (like my landlord) or outside organizations (like the Revdex.com and FCC) to resolve a simple request like "STOP CALLING ME"Regards, [redacted] ***

April 24, Revdex.com of Western PennsylvaniaAttn: [redacted] ***Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Dear Ms***: 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 [redacted] (“***”)As such, all aspects of the sales transaction and system installation took place directly between [redacted] and Mr***Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by ***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 Upon receipt of Mr***’s letter, Guardian provided a copy to [redacted] in an attempt to facilitate resolution of his concernsGuardian has been informed that [redacted] has agreed to apply a credit to Mr***’s account equal to three (3) months of monitoring servicesThe credit was applied on April 19, Based on this information, Guardian believes this matter to have been fully resolved by *** Should you wish to contact [redacted] directly, they may be reached at: [redacted] ***, [redacted] ** [redacted] [redacted] Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at [redacted] Sincerely, April M [redacted] , Director Dealer Operations

May 24, Revdex.comAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: Marquitta [redacted] – ID # [redacted] Dear Ms [redacted] : Guardian Protection Services, Inc(“Guardian”) is in receipt of Ms [redacted] ’ further comments regarding this matter Respectfully, Guardian has made every reasonable effort to contact Ms [redacted] and provide explanation to each and every one of her concernsGuardian regrets that despite the efforts made to clarify her concerns, Ms [redacted] remains dissatisfied Ms [redacted] has requested written confirmation that her EZPay account has been cancelledGuardian previously provided written confirmation of this information in the letter written to the Revdex.com on May 17, Additionally, Guardian mailed a separate notification directly to Ms [redacted] on May 22, which confirmed that her EZPay account was cancelled pursuant to her request Ms [redacted] has disputed that Guardian’s contact attempts were made while she was at work and unavailable to take any telephone callsShould Ms [redacted] wish to contact Guardian in response to the messages left for her, she may do so at her convenience outside of work hoursOur Loyalty Department is available Monday through Friday from 7:30am – 10:00pm, Saturday from 8:00am – 10:00pm, and Sunday from 8:00am – 5:00pm, ESTThe telephone number is [redacted] Respectfully, Guardian’s attempts to contact Ms [redacted] were made in a good faith effort to address her concerns, not to “force” her to listen to a telephone recording as she has assertedGuardian merely offered to review the recording with Ms [redacted] in an effort to provide explanation and eliminate any confusion In summary, Ms [redacted] entered into a legally binding and valid Agreement with Guardian on July 25, in which she acknowledged the monthly rate of $and the initial term of months Ms [redacted] also executed a “Notice of Cancellation” form at the time of sale which served to document that Ms [redacted] received three (3) full business days to review her paperwork and possessed the option to cancel her transaction with no further obligationMs [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligations as set forth in the AgreementAt no time has Guardian taken advantage of Ms [redacted] as asserted in her most recent letterShould Ms [redacted] wish to cancel, she may do so upon payment of the $early termination fee as designated in Section by her Monitoring Agreement Should you have any questions, please contact me directly at [redacted] *** Sincerely, John T [redacted] , ManagerCustomer 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.Before any decision is made, I would like to hear the phone conversation If in fact the representative was clear on this issue, I will be the first to appologize Please provide the phone recording Regards, [redacted]

June 10, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian appreciates the opportunity to provide response and facilitate resolution of Mr***’s concerns Mr ***’s letter expresses discontent that his system was working properly and disputes the final balance owed upon cancellation of his accountGuardian has researched its records and offers the following information in response Our records indicate a regularly scheduled test signal was not received from Mr***’s system on March 12, Guardian’s automated system reached out to Mr [redacted] via telephone to inform him of a potential issue however Guardian was unable to reach him as the phone number had been disconnected Guardian did not receive the scheduled test signal from Mr***’s system on April 12, and Guardian again was unable to reach Mr [redacted] via telephoneAs such, Guardian sent written notification to Mr [redacted] on April 12, advising that a potential communication issue existed and requesting that Mr [redacted] contact Guardian to conduct a test of the systemThe letter also indicated that Guardian would continue to reach out to Mr [redacted] over the next days however absent any contact from Mr***, Guardian would assume that he had abandoned use of the system On June 3, 2015, Mr [redacted] contacted Guardian in response to the letter he recently received and informed Guardian that he had disconnected his landline and would like to cancel his accountMr [redacted] further expressed he may be interested in upgrading his system to interactive services in the futureMr [redacted] also expressed dissatisfaction that Guardian had not attempted to reach him in a more urgent manner regarding the potential communication issue with his systemGuardian’s representative explained the importance of testing the system monthly which is outlined in the terms of Mr***’s AgreementGuardian’s representative also offered to review options to upgrade the system to interactive services however Mr [redacted] stated he was not interested at the present time and wished to move forward with cancellationGuardian’s representative explained that the terms of Mr***’s Agreement state that a 30-day notice is required to cancel the account, however Guardian would agree to waive that notice as a courtesy and cancel the account effective May 31, Upon cancellation, Mr***’s account would reflect a final balance of $Mr [redacted] disputed the final balance as he had cancelled his landline in February rendering the system inoperableGuardian’s representative explained that Guardian did attempt to contact Mr [redacted] via telephone and mail as a courtesy to inform him of a potential issue however the terms of Mr***’s Agreement provide that the customer must maintain a compatible landline for Guardian to provide monitoring servicesMr [redacted] stated he would consider whether he wished to remit the final balance and ended the call Shortly thereafter, Mr [redacted] contacted Guardian to confirm that his account had been cancelled pursuant to the previous conversationGuardian’s representative confirmed that the cancellation had been processedGuardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] to review his concerns directlyDuring that conversation, Guardian’s representative agreed in good faith to waive the final balance due on the accountMr [redacted] expressed his satisfaction with this resolutionGuardian’s representative also discussed interactive options with Mr [redacted] who requested that a proposal be mailed to him for review Thank you for allowing Guardian the opportunity to address and resolve this complaintShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, [redacted] ***, Manager Customer Service Department

July 29, RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] additional comments to Guardian Protection Services, Inc(“Guardian”)Guardian has conducted a thorough review of Mr [redacted] account including a review of the telephone interactions with Mrand Mrs***(Please be advised that due to the nature of Guardian’s business, all customer telephone calls are recorded.) Guardian offers the following information in response to Mr [redacted] additional comments Mr [redacted] system was installed by Guardian on April 21, On April 23, at 2:37am (not April 22, as believed by Mr***) Guardian received notification from the system indicating a potential communication issue from the garage windowsGuardian’s representative recommended onsite service and explained to Mrs [redacted] that the first available appointment was on May 27, 2015, however she will place the service request at a priority level and request onsite service be conducted at an earlier dateMrs [redacted] acknowledged her understanding and accepted an appointment for May 27, Shortly thereafter, Guardian spoke with Mr [redacted] on April 23, and explained that Guardian had reached out to possibly move the service appointment to an earlier dateGuardian’s representative stated he would research the new service date and ask someone to contact Mr [redacted] with that informationMr [redacted] expressed satisfaction with this explanationPlease note, at no time during this conversation did Mr [redacted] express dissatisfaction related to the scheduling of onsite service, nor did he request that Guardian cease monitoring of his security system On April 25, 2015, Guardian spoke with Mr [redacted] who stated his system was not working properly and cited disappointment that onsite service was not scheduled to take place until May 27, Guardian’s representative assured Mr [redacted] that Guardian was working on having service rescheduled to an earlier dateIn good faith, Guardian’s representative applied a credit equal to one (1) month of monitoring for the inconvenienceAgain, at no time during this conversation did Mr [redacted] instruct Guardian to stop monitoring his security systemGuardian’s records indicate the Mr [redacted] did not request the cancellation of his account until May 4, Mr [redacted] letter cites dissatisfaction with two (2) steel doors which could not be contacted and “left an entire wall of my home unprotected, and it would give potential thieves two points of entry to my house not covered by alarms.” With all due respect, Mr [redacted] assertions are inaccurate Mr [redacted] sales representative is no longer employed by Guardian, therefore Guardian is unable speak directly with that individual related to the recommendations made during the sales consultationI did, however, speak directly with the technician who installed Mr [redacted] systemThe technician confirmed that upon arrival at the home, he found a steel door which led from the interior of the garage into the home and which could not be contacted with a wireless deviceNotwithstanding, the technician explained that all points of entry leading into the garage (i.ethe windows and overhead doors) were protected, thus any intrusion into the garage would be detected prior to entering the interior steel door at the subject of this discussionAdditionally, the technician explained that an exterior door from the loft was unable to be contacted with a wireless device due to its distance from the security panelAfter providing explanation to Mrs***, the technician recommended installing motion sensors which would detect any intrusion from this exterior loft doorMrs [redacted] agreed with the technician’s recommendation and the motion sensors were installed accordinglyBased on the above information, Guardian finds Mr [redacted] statement that the home was left unprotected to be false Additionally, I confirmed with the installation technician that he fully demonstrated the system and the cellular phone application to Mrs [redacted] and Mrs [redacted] mother prior to departing the residenceFurther, Mr [redacted] installation was the only appointment scheduled for the technician on that dateAt no time did the technician rush Mrs [redacted] through explanation of the system, nor did he state he had to “attend to another customer that was irate at his tardiness.” Guardian’s technician remained polite, professional and helpful at all times As previously stated, Guardian incurred significant cost in Mr [redacted] home by providing electronic security hardware, technical labor and other resources to install the alarm system, establish the account for monitoring and activate 24-hour monitoring servicesThese services were performed with the expectation that Guardian will recover its investment over the sixty (60) month term of Mr [redacted] AgreementIt is unreasonable for Mr [redacted] to expect Guardian to simply cancel his account without further payment The terms of Mr [redacted] Agreement state that he may cancel his account prior to the end of the initial term by remitting an early termination fee of $plus all amounts currently dueThat amount is currently designated to be $2,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 onlyGuardian believes this offer to be more than fairThis offer shall remain available to Mr [redacted] until close of business on August 19, Alternatively, the following proposal remains available to Mr [redacted] until close of business on August 19, as well 1) Guardian will reinstall all security monitoring equipment which was removed by Mr*** 2) Guardian will install commercial grade sensors on the steel door 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 Thank you for allowing Guardian to clarify this matter for all partiesShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Andrew [redacted] Manager Customer Service Department

April 18, RE: [redacted] – Complaint ID # [redacted] Dear Mrs***: Thank you for forwarding Mrs***s additional comments to Guardian Protection Services, Inc(“Guardian”)Upon receipt of your letter, Guardian immediately forwarded a copy of the Agreement to Mrand Mrs [redacted] via email Guardian spoke with Mr [redacted] on April 11, at which time Mr [redacted] confirmed receipt of the AgreementMr [redacted] further informed Guardian that he would be remitting the early termination fee as designated in the terms of the contract Thank you for assisting Guardian in addressing Mrand Mrs***s concernsShould you have any questions, please contact me directly at ###-###-####, ext [redacted] Sincerely, Kathleen V***, Director Account Management Department

October 15, Revdex.com of Western Pennsylvania Attention: [redacted] Holiday Drive, Suite Pittsburgh, PA Re: [redacted] - Complaint # [redacted] Dear Ms***: Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaint from Mr ***Guardian is a customer-focused organization and values the opportunity to address any question or concern Mr***’s letter expresses discontent with his sales transaction with Guardian and further requests that his account be cancelled as a resultGuardian has reviewed its records and offers the following in response For background, please note that Guardian provides low voltage wiring solutions (e.gtelephone, cable television, home networking, etc.) for Mr***’s home builderAs such, Guardian met with Mr [redacted] in March to discuss his low voltage wiring needsDuring that meeting Guardian also presented additional products and services available for his 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, Mr [redacted] decided to engage Guardian to install a monitored electronic security system in his new homeMr [redacted] acknowledged such engagement in writing by executing a Builder Division Sales and Repair Agreement and a Residential Monitoring Agreement (“Agreement”) with Guardian on March 3, 2015, which designates its initial term as thirty-six (36) monthsIn addition to signing the form, Mr [redacted] placed his initials beside the separate bolded section which explains, “This is a thirty-six (36) month monitoring agreement.” Mr***’s system was subsequently installed and activated on October 1, The following day on October 2, 2015, Mr [redacted] contacted Guardian and requested the cancellation of his accountMr [redacted] cited that a motion sensor was being activated by pets moving throughout the homeMr [redacted] also expressed dissatisfaction that he was unable to see notification that the overhead garage doors where being opened/closedMr [redacted] further stated he believed he was to receive a zwave door lockGuardian’s representative apologized to Mr [redacted] for his frustrations and offered to swap the motion sensor for a glass break sensorMr [redacted] declinedGuardian’s representative also explained that Mr [redacted] could subscribe to advanced interactive services for an additional $5/monthMr [redacted] expressed he did not wish to increase his monthly monitoring feesGuardian’s representative then offered to move the motion sensor and add two (2) window contacts at no chargeMr [redacted] declined and stated he wished to cancel the accountGuardian’s representative explained that an early termination fee is required to cancel the account and provided that amount to be $2,Mr [redacted] disputed the information provided to him and Guardian received the subject complaint shortly thereafter Upon receipt of your letter, Guardian contacted Mr [redacted] on October 7, to review his concerns directlyDuring that conversation, Guardian’s representative reiterated the offers previously made to move the motion sensor and add two (2) window contacts at no charge, and further offered to upgrade Mr***’s service to advanced interactive with no additional monthly costMr [redacted] declined and requested the cancellation of his accountIn a genuine effort to assist Mr***, Guardian’s representative offered to reduce the early termination fee by 30% to $1,Mr [redacted] declined Guardian’s offer to accept a reduced early termination fee Guardian reached out to Mr [redacted] again on October 13, Mr [redacted] disputed the early termination fee amount, stating he would remit a lesser amount ($1,618.20) over the 36-month course of the AgreementIn good faith, Guardian’s representative offered to accept the sum of $1,to cancel the account, however Mr [redacted] declinedGuardian’s representative explained that the cost to provide and install Mr***'s system was $1,Mr [redacted] rolled $of that amount into his mortgageAs such, Guardian offered to accept the difference ($1,352.20) to cancel the account which would allow Guardian to recover its costs onlyMr [redacted] declined and requested that Guardian accept the sum of $to cancel his accountGuardian’s representative explained that it was unable to accept Mr***’s proposal and reiterated its offer to send a technician to Mr***’s home at no charge to move the motion sensor, add two (2) window contacts, and upgrade to advanced interactive with no further monthly costMr [redacted] declined all offers presented by Guardian Respectfully, Guardian is unable to simply cancel Mr***’s account without further paymentGuardian has made every reasonable effort to address and resolve Mr***’s concerns however Mr [redacted] has declined to provide Guardian the opportunity to service the security monitoring equipment installed in his homeGuardian remains willing to send a technician to Mr***’s home at no charge as described aboveAlternatively, should Mr [redacted] wish to cancel his account, he may do so upon remittance of the reduced early termination fee of $1,Guardian believes these offers to be fair and reasonable and is hopeful Mr [redacted] will concurThese offers are extended to Mr [redacted] until close of business on November 12, after which they will be rescinded Thank you for allowing Guardian the opportunity to clarify this matter for all partiesShould you have any questions, please do not hesitate to contact me at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

April 10, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Dear Ms***: Thank you for forwarding Ms [redacted] ’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values Ms [redacted] as our customer and appreciates the opportunity to facilitate resolution of her concerns 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 [redacted] ’s recent experience and indicated Guardian’s genuine desire to restore her confidence and trustTo that end, Guardian’s representative offered to restart Ms [redacted] ’s Agreement term with the first months of service to be provided at no charge Guardian has scheduled an onsite service appointment for April 18, at no cost to Ms [redacted] to replace her security panel and to fully test her system Guardian has also forwarded a new Agreement to Ms [redacted] reflecting a thirty-six (36) month initial term at $44.95/month with a credit of $to be applied for the first ten (10) months of serviceMs [redacted] has expressed her satisfaction with this resolution Again, Guardian sincerely apologizes to Ms [redacted] for any inconvenienceGuardian 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 [redacted] ’s letter Should you have any questions, please feel free to contact me directly at [redacted] *** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

July 10, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] ***, Case # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr***’s complaintGuardian welcomes the opportunity to provide response and assist in facilitating resolution of his concerns.Upon receipt of your letter, Guardian conducted a thorough review of Mr***’s accountFor background, Mr***’s account came to Guardian by way of an authorized dealer of Guardian known as Complete Home Security (“Complete Home”)As such, all aspects of Mr***’s sales transaction took place directly with Complete Home, not GuardianIn order to establish a Guardian account for Mr [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from Complete HomeAll such required paperwork was provided thereby facilitating activation of Mr***’s services and subsequent billingsPlease note that Complete Home is a separate and distinct company from GuardianGuardian does not control any day-to-day business activities or any internal policies or procedures of Complete Home, including security evaluations, sales processes, installation practices or any other aspects of Complete Home’s businessOur records indicate Mr***’ initial transaction with Complete Home occurred on June 9, at which time he executed a Home Improvement Agreement (“Agreement”)The initial term of the Agreement was for a period of sixty (60) monthsMr [redacted] acknowledged the term of the Agreement by affixing his initials beside the separate clause which specifically states, “The initial term of this Agreement is months.” Our records indicate that Mr***’ system was installed and activated by Complete Home on June 16, Mr***’s letter expresses discontent related to a non-working product which he further stated only worked for three (3) monthsOur records indicate Mr [redacted] did not report any issues to Guardian until April 25, 2017, ten (10) months following installation of his systemAt that time, Mr [redacted] reported issues with the doorbell cameraGuardian immediately informed Complete Home who conducted onsite service at Mr***’s residence on April 28, during which Complete Home’s technician replaced the doorbell cameraSubsequently, Complete Home instructed Guardian to invoice Mr [redacted] $for the onsite service visitSaid invoice was generated on May 25, 2017.On June 29, 2017, Mr [redacted] contacted Guardian to dispute the billing statement for the service visit on April 28, In a good faith effort to satisfy Mr***, Guardian applied a credit to his account in the amount of $100, waiving one-half the cost of the service visitMr [redacted] further stated that he was unhappy with the service, planned to relocate from the monitored premises, and wished to cancel his accountGuardian’s representative informed Mr [redacted] that forty-seven (47) months remained in the initial term of the Agreement and that he was ineligible to cancel the account absent payment of an early termination feeGuardian’s representatives also explained that the services could be transferred to Mr***’s new residence or if the new homeowner elected to activate services under a new agreement for a 47-month term, Mr [redacted] would be relieved from all remaining obligationGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian contacted Mr [redacted] to review his concerns directlyDuring that conversation, Mr [redacted] expressed discontent with cost of the early termination feeGuardian’s representative explained that Guardian is willing to work with Mr [redacted] to reduce the early termination fee, however Mr [redacted] expressed that he wished for Guardian to contact the new homeowner do determine if they were interested in activating servicesGuardian has subsequently reached out to Mr [redacted] several times to follow up, however Mr [redacted] has not contacted Guardian in responseRespectfully, Guardian is unable to simply cancel Mr***’s account without further paymentOur records indicate that Mr***’s security system has been working properly at all times as evidenced by receipt of all regularly scheduled monthly test signalsWhile Mr [redacted] cites dissatisfaction with the doorbell camera, please note Guardian was unaware of any discontent related to the device until April Upon notification, Guardian immediately informed Complete Home who conducted onsite service three (3) days laterUpon learning of his dissatisfaction with the cost related to the appointment, Guardian waived one-half of the fee in a good faith effort to satisfy Mr***Guardian has at all times honored its obligation under the AgreementBased on the above information, Guardian respectfully declines Mr***’s request to cancel his account without further paymentShould Mr [redacted] wish to move forward with cancellation, he may do so upon payment of the early termination fee as designated in the terms of his AgreementThat amount is defined as $1,Upon receipt of payment of $1,250, Guardian will cancel Mr***’s account and he will be released from all remaining obligationAlternatively, Guardian remains willing to work with Mr [redacted] to relocate services to his new home, or contact the new homeowner to determine if they are interested in activating services under a new agreement in the equivalent of Mr***’s remaining initial termThank you for allowing Guardian the opportunity to address and clarify this matterShould you have any questions, please contact me at ( [redacted] ***Sincerely,Kathleen ***, Director Account Management Department

October 18, Revdex.comAttn [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] Dear Ms*** Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr ***s concerns Guardian appreciates the opportunity to provide response and clarify this matter for all parties Upon receipt of your letter, Guardian conducted a thorough review of Mr***s account and all telephone interactions(Due to the nature of Guardian’s business, all telephone calls are recorded.) For background, Mr***s initial transaction with Guardian occurred on December 7, at which time he executed a Residential Sales and Monitoring Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was for a period of sixty (60) months On April 29, 2015, Guardian spoke with Mrs [redacted] and reviewed with her that her security equipment was in need of an upgrade to a newer version of cellular communication due to the cell company recently upgrading their equipment from 2G to 4GGuardian’s representative offered to replace the equipment at no charge to Mrand Mrs [redacted] in exchange for execution of a new 44-month agreementGuardian’s representative explained to Mrs [redacted] that a Residential Addendum outlining the 44-month initial term and monthly rate would be forwarded to Mrand Mrs [redacted] via email for them to review and electronically executeMrs [redacted] acknowledged her understanding and scheduled the upgrade to take place on June 20, The following day on April 30, 2015, Mr [redacted] contacted Guardian to verify that the telephone call between Guardian and Mrs [redacted] on April 29th was validGuardian’s representative confirmed that Mr***s security equipment did indeed require an upgrade to the 4G network and confirmed the service appointment scheduled for June 20, Mr [redacted] indicated that he had not yet received the email from Guardian which contained the new Residential AddendumGuardian’s representative explained that Mr [redacted] should receive the electronic document within the next several days Guardian’s records indicate the Residential Addendum was emailed to Mr [redacted] on April 30, at 5:05pm ESTGuardian’s records further indicate that Mr [redacted] electronically accessed the document by entering his security password on April 30, at 5:21pm ESTThe document was electronically signed by Mr [redacted] and emailed back to Guardian on April 30, at 5:22pm ESTMr***s system was upgraded as scheduled on June 20, On July 20, with thirty-three (33) months remaining in the initial term of his Agreement, Mr [redacted] informed Guardian that he was moving from the monitored premisesGuardian’s representative explained that Mr [redacted] remained within the initial term of his Residential Addendum and was ineligible to cancel the accountGuardian’s representative further explained that Mr [redacted] could transfer services to his new home, or that the new homeowner could activate services under a new agreement which would relieve Mr [redacted] from any remaining obligationMr [redacted] stated that he was building a new home which would not be complete for several monthsGuardian’s representative offered to freeze billing on the account for up to six (6) months to allow Mr [redacted] time to complete construction on his new homeMr [redacted] wished to consider options and follow up at a later date On July 25, 2016, Mr [redacted] contacted Guardian and requested that monitoring services be discontinued at the premisesPursuant to his request, Guardian placed the system out of service effective August 4, 2016, however informed Mr [redacted] that billing would continue through the end of the initial term On August 29, 2016, Guardian spoke with Mrs [redacted] to inquire about the status of relocationMrs [redacted] indicated she had received an offer from a competitor with a lower monthly rateGuardian offered to match the competitor’s rate in exchange for a new thirty-six (36) month agreement Mrs [redacted] requested time to consider the offer Guardian spoke with Mr [redacted] several times in September regarding the status of his accountMr [redacted] disputed receipt of billing statements after moving from the monitored premisesGuardian presented several options to Mr [redacted] in an effort to assist him in fulfilling his obligation under the Agreement however Mr [redacted] declined all optionsGuardian later spoke with Mr [redacted] on October 5, and again explained that billing will continue through the end of the initial termMr [redacted] requested no further telephone calls from GuardianGuardian received the subject complaint shortly thereafterUpon receipt of your letter, Guardian reached out to Mr [redacted] to discuss his concerns directlyDuring that conversation, Guardian explained that the remaining term is related to the Upgrade Addendum which Mr [redacted] executed on April 30, for the 2G/4G upgradeMr [redacted] did not recall the document and Guardian offered to send a copy to him After forwarding the document to Mr***, Guardian made several attempts to reach Mr [redacted] to ensure he received the Residential Addendum and to discuss this matter furtherTo date, Mr [redacted] has not returned the telephone messages left for him by GuardianMr***s letter states he was unaware he was extending the term of his Agreement upon upgrading his security equipment in April Respectfully, Guardian finds this statement to be inaccurateOur review into Mr***s account revealed that Mrs [redacted] verbally acknowledged the 44-month term during the telephone conversation with Guardian on April 29, Further, the Residential Addendum executed by Mr [redacted] clearly sets forth the initial term in the Special Terms and Conditions section which states, “The current term of the Agreement will begin as of the date hereof and continue for months hereafter.” Based on the above information, Guardian is respectfully unable to cancel Mr***s account without further paymentNotwithstanding, in a good faith effort to bring this matter to swift resolution, Guardian will agree to accept a 50% reduction to the early termination fee in the amount of $to cancel Mr***s accountThis offer is extended to Mr [redacted] until close of business on November 18, after which the offer will be rescindedGuardian believes this offer to be fair and reasonable and remains hopeful Mr [redacted] will concur Thank you for allowing Guardian to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Kathleen V***, Director Account Management Department

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

November 24, 2015 Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and facilitate resolution of Ms. [redacted] ’s concerns. Upon receipt of your letter, Guardian researched Ms.... [redacted] ’s account. As a result, Guardian discovered that an error had been made when preparing the paperwork to relocate Ms. [redacted] ’s services from one location to another. Guardian immediately reached out to Ms. [redacted] and apologized for the error. In light of the error, Guardian has cancelled the account associated with [redacted] , Maryland. Monitoring services at this location will be disabled effective November 21, 2015 per Ms. [redacted] ’s request. As such, Ms. [redacted] will receive no further billing statements from Guardian relative to this location. Ms. [redacted] has expressed her satisfaction with this resolution. Again, Guardian sincerely apologizes to Ms. [redacted] for the error and any inconvenience. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to continue providing security monitoring services at her other locations. Thank you for the opportunity to resolve Ms. [redacted] ’s concerns. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted] Sincerely, Kathleen V [redacted] Director Account Management Department

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

April 26, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] , Case # [redacted] Dear Ms [redacted] : Thank you for informing Guardian Protection Services, Inc(“Guardian”) of Mr [redacted] ’s concerns Guardian appreciates the opportunity to provide response and clarify this matter for all partiesFor background, Mr [redacted] ’s initial transaction with Guardian occurred on June 21, at which time he executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's servicesThe initial term of the Agreement was designated as a period of sixty (60) months On April 21, with twenty-seven (27) months remaining in the initial term, Mr [redacted] informed Guardian that he was moving from the monitored premises and was unable to transfer services to his new homeGuardian’s representative explained that Mr [redacted] remained within the initial term of his Agreement and was ineligible to cancel absent payment of an early termination feeIn a good faith effort to assist Mr [redacted] , Guardian explained that services could be transferred to a friend or family member, or that the new homeowner could activate services under a new agreement for the remaining term which would relieve Mr [redacted] from further obligationMr [redacted] disputed the information provided to him and stated that Guardian’s sales representative verbally promised the Agreement could be cancelled at any timeMr [redacted] requested to speak with a Guardian supervisorApproximately twenty (20) minutes later, a Guardian supervisor reached out as promised and spoke to Mr [redacted] ’s wife, Ms [redacted] During that conversation, Guardian’s representative confirmed that the terms of the Agreement signed by Mr [redacted] clearly define the initial term to be five (5) yearsGuardian’s representative also confirmed that Mr [redacted] verbally acknowledged his understanding of the five (5) year term during a recorded telephone call with GuardianGuardian’s representative explained to Ms [redacted] that Guardian made a significant investment in her home by installing expensive security equipment in exchange for a minimum installation fee of $and with the expectation to recover the investment over the five (5) year term of the AgreementGuardian has not been provided the opportunity to recover that investment which is why an early termination fee is requiredIn a genuine effort to bring this matter to swift resolution, Guardian offered to accept a drastically reduced early termination fee of $(originally $1,213.00) to cancel the accountMs [redacted] declined Guardian’s offer and requested a callback from another Guardian supervisorGuardian received the subject complaint shortly thereafter Upon receipt of the subject complaint, Guardian contacted Ms [redacted] to discuss this matter furtherDuring that conversation, Guardian agreed to further reduce the early termination fee to $to cancel the account and release Mr [redacted] from all remaining obligationAccordingly, Guardian electronically forwarded documentation to Mr [redacted] for his signature which will authorize Guardian to cancel the subject accountUpon Mr [redacted] ’s return of the executed document and payment of $350, Guardian will terminate all monitoring servicesThis offer shall be extended to Mr [redacted] and Ms [redacted] until close of business on May 24, after which it will be rescinded and Guardian will reserve the right to pursue full payment under the terms of the Agreement Thank you for allowing Guardian to address this matterShould you have any questions, please contact me directly at [redacted] *** Sincerely, Kathleen V***, Director Account Management Department

April 4, 2018Revdex.com of Western PennsylvaniaAttention: [redacted] Holiday Drive, Suite 220Pittsburgh, PA Re: [redacted] - Complaint # [redacted] Dear Ms [redacted] :Guardian Protection Services, Inc(“Guardian”) is in receipt of the above-referenced complaintGuardian appreciates the opportunity to address Ms [redacted] ’s concerns.Ms [redacted] ’s letter disputes the remainder of the initial term of her Monitoring Agreement (“Agreement”) with Guardian upon relocating from the monitored premisesFor background, our records indicate Ms [redacted] executed the Agreement on December 5, The Agreement clearly defines the initial term to be sixty (60) monthsIn exchange for execution of the Agreement, Guardian provided and installed two (2) pet sensitive motion sensors at no out of pocket cost to Ms [redacted] , with the expectation that Guardian would recover that investment over the 60-month initial term.In April with twenty-one (21) months remaining in the initial term, Ms [redacted] informed Guardian that she was moving from the premisesGuardian provided a number of options to Ms [redacted] in a good faith effort to assist her in fulfilling the obligations under the AgreementRegretfully, Ms [redacted] refused all offers presented by GuardianGuardian received the subject complaint shortly thereafterMs [redacted] has disputed the validity of Guardian’s attempts to fulfill the full terms of the AgreementPlease note, this subject is clearly set forth in Section B of Ms [redacted] ’s Agreement which states, “The Customer’s obligations continue even if the Customer sells or leaves the Premises, unless the new occupant of the Premises and the company execute a new Monitoring Agreement.”Notwithstanding the above, while Guardian maintains its legal right to pursue fulfillment of the full initial term of Ms [redacted] ’s Agreement, in an effort to bring this matter to swift resolution, Guardian will accept Ms [redacted] ’s request to cancel the account without further paymentMs [redacted] ’s monitoring services will be terminated effective April 20, Thank you for informing Guardian of this matterShould you have any questions, please contact Guardian directly at [redacted] Sincerely,Agency Complaint Response Team