YMCA of Central Ohio

December 22, 2017Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] ***, Case # [redacted] Dear Ms [redacted] : Thank you for forwarding Ms***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and assist in facilitating resolution of her concernsMs [redacted] has expressed discontent related to a billing statement received for a doorbell camera installed in her homeUpon receipt of her complaint, Guardian reviewed Ms***’s account and confirmed that the doorbell camera was to be provided and installed by Guardian at no chargeGuardian sincerely apologizes to Ms [redacted] for the errorA credit of $has been applied to Ms***’s account to waive the charge for the doorbell camera.Ms [redacted] has also expressed concern that window contacts were not installed in her home as promised by the Guardian sales consultantUpon learning of her concern, Guardian reached out and spoke with Mr [redacted] During that conversation, Guardian reviewed with Mr [redacted] that security needs in the homeAs a result, Guardian has agreed to provide and install additional window contacts, glass break sensors and a smoke detector at no charge to Mr [redacted] and/or Ms***Mr [redacted] expressed his satisfaction with this resolutionAgain, Guardian apologizes for any confusion or inconvenienceThank you for informing Guardian of the above complaintShould 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 find that this resolution is satisfactory to me Regards, [redacted] [redacted]

March 22, 2018Revdex.comAttn: Jennifer [redacted] Holiday Drive, Suite 220Pittsburgh, PA 15220RE: [redacted] *** – ID # [redacted] Dear Ms [redacted] : Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian values the opportunity to provide response and bring resolution to this matter.Ms***’ complaint expresses dissatisfaction with nonworking equipment and with issues in scheduling onsite service with GuardianGuardian apologizes to Ms [redacted] for any inconvenienceDue to Ms***’ unique circumstances, Guardian will agree to accommodate her request to cancel the account effective April 15, and will further agree to waive the early termination feeMs [redacted] has expressed her satisfaction with this resolution.Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact Guardian 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 find that this resolution is satisfactory to me Regards, [redacted]

Guardian Services, Inchas not marketed security systems in the Fredericksburg market This customer apparently purchased a system from another company, probably Guardian Protection Services, Inc This is case Please take off our file

I would like to thank you and the Revdex.com for your help in solving the problem with Guardian Protective Services

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.To Whom It May Concern; I apologize for the delay in responding I was away for days without internet accessI have read the response from Guardian and it did nothing more than restated what I have said all along Guardian claims they did the work properly and I disagree I do not have a working landline jackI do not remember, the offer stated below, in my conversations with Guardian, from paragraph in their response to Revdex.com about my complaint, “Guardian previously offered to relocate the gateway however Mr [redacted] declined”If by this statement they are talking about moving the [redacted] Router from its current location, in the third bedroom, into the wiring closetThen yes we had a conversation But they did not offer to move the router They suggested that I move the router As explained many times to Guardian my moving the router is not an acceptable resolution The router in the third bedroom is there so I can have a ‘Hard Wired Connect’ to the Desktop computer in the bedroom which provides better internet speed Also by moving the router into the Wiring Closet it would virtually end the wireless signal throughout the house The wiring closet has a metal door on itThere are houses built in the Liberty Hills plan My house was approximately the 209th built Guardian stated they completed the work order as written I told Guardian that I explained to their sales representative, [redacted] where I wanted communications lines run and why I also told Jeff that I would be having [redacted] Play installed for my Phone, TV and Internet I believe an experience sales representative would know if any additional wiring requirements are needed, if there would be additional charges, and explain them to me I believe if Guardian completed the work order as written then Jeff must not have written the work order correctly to satisfy my wiring requirements Regards, [redacted]

Revdex.com: 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] ***

August 19, Revdex.com of Western Pennsylvania Attn: [redacted] Holiday Drive, Suite Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced matterGuardian values the opportunity to provide response and address Ms***’s concerns For background, Ms***’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] 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 Ms [redacted] has expressed dissatisfaction that monitoring services have not been transferred to her new home after relocating in May and has requested the cancellation of her account as a resultIn an effort to assist in facilitating resolution, Guardian has provided a copy of the complaint to [redacted] Upon receipt, [redacted] conducted a thorough review of Ms***’s account and offers the following information in response On June 9, 2016, Ms [redacted] informed [redacted] that she was moving from the monitored premises and wanted to relocate servicesAfter further discussion, Ms [redacted] indicated she wished to inquire if the new homeowners were interested in taking over services before she made a final decision to relocate Subsequently, [redacted] and/or Guardian left ten (10) voicemail messages for Ms [redacted] between June 19, and July 26, asking that she return the telephone call and to inquire about the status of her relocation On July 28, 2016, Ms [redacted] informed [redacted] that she had re-installed her security system and requested onsite service as the system was not working [redacted] indicated that they would review available service dates and contact Ms [redacted] later that day(Please note, neither [redacted] nor Guardian have a record of completing relocation/reinstall of Ms***’s system.) Later that day on July 28, 2016, [redacted] left two (2) voicemail messages for Ms [redacted] to schedule onsite service for either August 1, or August 2, A voicemail message was also left for Ms [redacted] the following day on July 29, Ms [redacted] returned [redacted] ’s message on the afternoon of July 29, Unfortunately, by that time the August 1st service date was no longer available and Ms [redacted] indicated she was unavailable on August 2nd Ms [redacted] contacted [redacted] on July 30, to schedule onsite service [redacted] informed Ms [redacted] they would review the service schedule and contact her with available dates [redacted] subsequently left a voicemail message for Ms [redacted] offering to schedule onsite service for August 15, Ms [redacted] contacted [redacted] on August 11, and requested the cancellation of her account, further stating she would not agree to relocate monitoring services Based on the above information, [redacted] has informed Guardian that [redacted] respectfully declines to release Ms [redacted] from her contractual obligation at this timeShould Ms [redacted] wish to cancel her account, she will need to communicate directly with [redacted] related to that topic Alternatively, [redacted] has informed Guardian that [redacted] remains willing to schedule a technician to service Ms***’s system as soon as possible [redacted] is also willing to apply a credit to Ms***’s account equal to three (3) months of monitoring services for the time in which she did not have serviceShould Ms [redacted] wish to contact [redacted] , they may be reached at: [redacted] Security Management, Inc., [redacted] *** Telephone: ###-###-#### I am hopeful the above information has assisted to clarify this matter for all partiesThank you for the opportunity to provide Guardian’s responseShould you have any questions, please contact me directly at ###-###-#### Sincerely, April M [redacted] , Manager Dealer Operations

November 22, Revdex.com of Western PennsylvaniaAttn: [redacted] *Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] , Case # [redacted] Dear Ms***: Thank you for forwarding Mr [redacted] ’s additional comments to Guardian Protection Services, Inc(“Guardian”)Guardian has reached out to Mr [redacted] in an effort to resolve his concernsRegretfully, Mr [redacted] has declined to speak with Guardian directly Mr [redacted] has expressed that he has no confidence in the security system installed in his homeGuardian would like to reassure Mr [redacted] that all regularly scheduled test signals from his system have been received in Guardian’s central monitoring station which would indicate the system is properly functioning as designed to protect Mr [redacted] and his family Respectfully, Guardian is unable to cancel Mr [redacted] ’s account absent payment of an early termination feeGuardian’s previous offer to conduct onsite service at no charge during an evening or weekend appointment remains availableUpon completion of the onsite service appointment, Guardian will apply a credit to Mr [redacted] ’s account equal to four (4) months of monitoring servicesFollowing completion of the onsite service appointment, should issues persist with the door locks related to intermittent signal strength from the repeaters installed in the area of the door locks, Guardian will then accept Mr [redacted] ’s request to cancel his account without further payment Thank you for allowing Guardian the opportunity to respond to Mr [redacted] ’s complaintShould you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, John T [redacted] , Manager Customer Service Loyalty Department

November 11, Revdex.com of Western PennsylvaniaAttn: [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – Complaint ID # [redacted] Dear Ms***: Thank you for forwarding Ms [redacted] complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values Ms [redacted] as its customer and appreciates the opportunity to address her concernsMs [redacted] expressed dissatisfaction in her letter regarding issues with the security system installed in her home and with recent onsite serviceGuardian sincerely apologizes to Ms [redacted] for any inconvenience Subsequent to receipt of the subject complaint, Guardian conducted onsite service at Ms [redacted] residence on November 9, During the service visit, Guardian’s technician relocated the security panel to a more centralized location, tied in twenty-five (25) wireless devices, tested the two-way voice and tied in the outdoor cameraPrior to departing the residence, Guardian’s technician tested all devices and confirmed receipt of signals in Guardian’s central monitoring stationFollowing the onsite service appointment, Guardian contacted Ms [redacted] who expressed satisfaction with the result of the service visitMs [redacted] requested a few days to use the system and asked that Guardian follow up with her next week to ensure her complete satisfactionPlease be assured that Guardian will reach out to Ms [redacted] early next week to confirm that all of her concerns have been fully addressed and resolved Thank you for informing Guardian of Ms [redacted] complaint Should you have any questions, please feel free to contact me directly at ###-###-####, ext*** Sincerely, John T [redacted] , Manager Customer Care Loyalty Department

July 11, 2016 BBB of Western PennsylvaniaAttention: [redacted] ***400 Holiday Drive, Suite 220Pittsburgh, PA 15220 Re: [redacted] - Complaint... # [redacted] Dear Ms. ***: Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and facilitate resolution. Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Guardian agreed to waive the collection fees associated with the account and allow Ms. [redacted] to continue with the payment arrangements to Guardian. Ms. [redacted] elected to remit full payment of the balance due. Based on the above information, I believe Ms. [redacted] ’s issues to be fully resolved. Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. ***. Sincerely, Sharon G***, Credit Manager Credit & Collections Department

March 15, Re: [redacted] - Complaint # [redacted] Dear Ms [redacted] 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 contacted Mr [redacted] to address his concerns directlyDuring that conversation, Guardian’s representative explained that Mr [redacted] did not subscribe to Guardian’s Extended Repair Agreement and, as such, all onsite service is billable at Guardian’s standard service rates, plus the cost of partsGuardian’s representative further explained that the $invoice received for onsite service represented the cost for the new panel plus labor costsGuardian also confirmed that Mr [redacted] was not billed for the return service appointmentIn a genuine effort to satisfy Mr***, Guardian’s representative offered to apply a credit to his account in the amount of $218.53, waiving the cost of labor plus tax for the onsite service appointmentGuardian’s representative also confirmed that a credit of $was applied to the account on February 8, 2016, and an additional credit of $was applied to the account on February 24, Finally, Guardian’s representative offered to send Mr [redacted] a copy of his A/R history to explain how the credits were applied to the accountMr [redacted] accepted the credits and the offer to forward a copy of his A/R history Based on the above information, Guardian believes this matter has been resolved to Mr***’s satisfaction Thank you for advising Guardian of this issueShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andrew A [redacted] Manager Customer Care Department

Customer Service IssuesselectProblem: my alarm started beeping non-stopThis lasted several daysI contacted guardian & spoke with Cecilia, who said she would have some one call me backNo one returned my callI called again several time and was instructed by their technician on how to fix the problemThe "technician" did not even know the right size batteriesto make a long story short nothing they said to do fix the problemSo, I had to rip the wires out to make the beeping stop after days of listening to a high piercing sound feet from my bed resulting in no sleep.This is the second time this malfunction has occurred.I appealed to the Revdex.com several months ago with the same complaintYou had them send out their best "technician" to fix the problem.I would like to be released from my contract from them as, once again , I am paying for a non-working alarm, they are a rip-off.Desired Outcome: I want to be released from my contractI want to Fire themTheir service is no-existentTheir so-called technicians read from a manual they have no-idea how to resolve any problemsAnd, their equipment is garbageThis is the second time this had happened in a matter of months

July 13, 2015 BBB of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: [redacted] – Complaint ID # [redacted] Dear Ms. [redacted] Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint from Ms.... [redacted] . Guardian is a customer-focused organization and values the opportunity to address any question or concern. Guardian sincerely apologizes to Ms. [redacted] for any confusion related to her recent upgrade and the corresponding promotions offered by Guardian. Upon receipt of the subject complaint, Guardian contacted Ms. [redacted] directly and apologized for any miscommunication regarding the computer tablet and the discount to her monthly monitoring fees. Guardian has placed a credit to Ms. [redacted] ’s account equal to a 50% discount of monitoring fees for a six-month period, as well as an additional credit for one full month of monitoring services in apology. Guardian also confirmed that Ms. [redacted] will receive a computer tablet at no charge however the tablets are currently on backorder for approximately four (4) weeks. Guardian will follow up with Ms. [redacted] in a few weeks to ensure that she has received the tablet as promised. Ms. [redacted] has expressed her complete satisfaction with this resolution. Again, Guardian apologizes to Ms. [redacted] for any inconvenience. Guardian values Ms. [redacted] as a customer and appreciates the opportunity to continue providing her with her 24-hour security monitoring services. Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####, extension [redacted] Sincerely, [redacted] ***, Manager Customer Service Department

February 5, 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 [redacted] ’s complaintGuardian values the opportunity to provide response in hopes of clarifying this matter for all partiesMr [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 27, at which time Mr [redacted] requested the programming code for his security panelGuardian’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 onsite serviceGuardian 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 systemThe 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 [redacted] ’s Builder Division Sales and Monitoring Agreement dated January 22, incorporates language relating to this subject matterSection A specifically outlines, “Customer will own the System except for the control/transmitting device which contains the Company’s propriety data and which the company will always own.” Guardian apologizes to Mr [redacted] for any confusion or inconvenience.Upon receipt of your letter, Guardian reached out to Mr [redacted] to provide the above explanationDuring that conversation, Guardian respectfully declined to reimburse Mr [redacted] for the cost of the circuit board which he recently purchasedGuardian remains willing to schedule onsite service at Guardian’s standard service rates to assist with programming any new deviceMr [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 [redacted] ’s complaintShould you have any questions, please feel free to contact Guardian at [redacted] Sincerely,Agency Complaint Response Team

November 19, RE: [redacted] ***, Case # [redacted] Dear Ms***: Thank you for forwarding Mr***’s complaint to Guardian Protection Services, Inc(“Guardian”)Guardian values the opportunity to provide response and address Mr***’s concerns Mr [redacted] has requested that Guardian waive the costs associated with onsite service conducted at his home on July 29, Upon receipt of your letter, Guardian spoke with Mrs [redacted] and apologized for any confusion or inconvenienceGuardian’s representative explained to Mrs [redacted] that normally the cost to replace a device so far out of warranty cannot be waivedNotwithstanding, in a good faith effort to resolve the ***s’ concerns, Guardian’s representative offered to apply a credit to the account for the onsite service conducted on July 29, Guardian’s representative also offered to replace the brass device with a white device and have it installed at no chargeMrs [redacted] acceptedAccordingly, Guardian conducted onsite service at the [redacted] residence on November 18, at which time the brass intercom was replaced with a white intercom at no chargeSubsequent to the onsite service appointment, Guardian spoke with Mr [redacted] who expressed his satisfaction with the installation of the device and with Guardian’s resolution to his concerns Thank you for allowing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-####, ext*** Sincerely, Andrew A***, Manager Customer Service Department

June 10, 2015RE: [redacted] , Case # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of the above-referenced complaintGuardian welcomes the opportunity to address Mr [redacted] s concerns Upon receipt of Mr [redacted] ’s complaint, Guardian conducted a thorough review of his accountOur records indicate Mr [redacted] ’s account came to Guardian by way of an Authorized Dealer known as [redacted] ( [redacted] ”)As such, all aspects of Mr [redacted] ’s sales transaction took place directly between [redacted] and Mr [redacted] Guardian was not present for any aspect of the sales transaction with Mr [redacted] or the system installationIn order to establish a Guardian account for Mr [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from ***All such required paperwork was provided by [redacted] thereby facilitating activation of Mr [redacted] ’s services 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 Mr [redacted] ’s complaint disputes the initial term of his agreement with ***Guardian’s records indicate Mr [redacted] executed a sixty (60) month Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] on April 12, Mr [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 form Notwithstanding the above, upon receipt of Mr [redacted] ’s complaint Guardian contacted Mr [redacted] directly and in good faith agreed to release Mr [redacted] from the remainder of his AgreementThe balance due on Mr [redacted] ’s account will be waived and he will receive no further billing statements from GuardianMr [redacted] has expressed his complete satisfaction with this resolution Thank you for informing Guardian of this matterShould you have any questions, please do not hesitate to contact me at ###-###-####, ext*** Sincerely, [redacted] ***, Manager Customer Service Department

Revdex.com: Guardian Protection's contract is intended for clients who need to pay off "considerations" upon execution of the contract, i.eif Guardian had installed the system free of charge when the contract began The system I am using was in the home I purchased and was not set up or updated when I began my contract Therefore, requiring that I continue to pay them would be incorrect, since I did not buy the system (the previous owners did) They are giving "an out" by saying they are granting me a favor, and I accept the offer, but please note that they had no right to request the over $payment from me in the first place To that end, 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 30, Revdex.comAttn [redacted] Holiday Drive, Suite 220Pittsburgh, PA RE: [redacted] – ID # [redacted] Dear Ms***: Thank you for advising Guardian Protection Services, Inc(“Guardian”) of Mr ***’s complaintGuardian values the opportunity to respond and assist in facilitating resolution of his concerns While Mr***’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] ***, Inc(“ [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***’s sales transaction, system installation and system activation process took place directly between [redacted] and Mr***; Guardian was not present and was not involved in any portion of the sales or system installation processFurther, Mr***’s contractual arrangement is with [redacted] ***, not GuardianGuardian is simply an agent for [redacted] to provide services for [redacted] customers as described above Additionally, please note that [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 Given that the nature of Mr***’s complaint relates to his sales transaction with [redacted] ***, Guardian has provided a copy of the complaint to [redacted] and requested that they contact Mr [redacted] directly [redacted] has subsequently informed Guardian that Mr***’s system has been reinstalled by [redacted] and that Mr***’s system now contains the exact protection that was previously being provided by ***To commemorate the transaction, Mr [redacted] has executed a new Agreement with [redacted] for an initial term of forty-one (41) monthsBased on this information, Guardian believes Mr***’s concerns to be fully resolvedShould you or Mr [redacted] need to reach [redacted] directly, they may be contacted at: [redacted] ** [redacted] Thank you for providing Guardian the opportunity to address this matterShould you have any questions, please contact me directly at ###-###-#### Sincerely, April M [redacted] , Director Dealer Operations