Customer ReviewsforGuardian Protection

I purchased a new home, a technician was supposed to come out to install my INCLUDED FREE doorbell camera and garage control panel. A guardian salesman arrived and put me through a hard sell sales pitch on a security system I did not want. I am very bad with this kind of sales pressure and felt like I had to buy it. After signing I was told I could not cancel for 3 years. Almost a year later I found out from a neighbor I actually can cancel. When I called customer service I got a representative who was rude to me as soon as I said I was trying to cancel my service. She tried ti make me sound and feel stupid and said if i wanted to cancel, it would cost be almost 90% of what it would cost to continue through the 3 years. Guardian uses predatory sales practices on unsuspecting and naive young people who are buying their first home to get thousands of dollars for a service that does not even work most of the time.

Hi *******,Im sorry that you feel frustrated with this situation. When a homeowner meets with Guardian to discuss security, there is no obligation to purchase. If the homeowner opts to have Guardian install a monitored security system, a contract is signed formalizing these services prior to installation. The agreement serves to protect both you and Guardian by defining services to be provided, rates, terms and obligations. The contract also identifies all conditions such as a three-day right to cancel, and if installation occurs, an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. The contract was signed on December 8, 2022 and the system was not installed until December 20, providing ample opportunity for review of the agreement without the physical presence of a sales representative and cancellation without penalty, yet Guardian never received a request to cancel. Since then, Guardian has provided the security hardware needed along with professional installation in your home plus 24-hour a day monitoring of your system by the trained specialists at our UL-certified monitoring centers. Our ongoing service provides alarm signal monitoring and notification to first responders on your behalf when emergency situations arise, based on protocols that you have established with us. Continuing the service through the contract end date in 2025 or ending the service and paying an early termination fee are both options that are available to you. If you are having issues with your service not working, we are here to help and ask that you please give us a call at 1-800-PROTECT ***************) so that our care and technical team can assist. Sincerely,********************Customer Satisfaction Advocate

**** was very knowledgeable and helpful. He gave me excellent information on how to protect our home.

Hi ***** and *****,Thank you for taking the time to let us know that you were pleased with the service provided by our professional technician on April 10. Our techs undergo rigorous training and love what they do. I will be sure and share your comment with his supervisor. I know it will be appreciated! Stay safe! ******************** Customer Satisfaction Advocate

We have used Guardian for many years and have never had an issue. They are prompt in their responses. That being said, Ive never needed any new items/repair of old items, which seems to be what we some of the problems are noted below. Overall, we have never had an issue.

Hi *******,Happy to know that you have enjoyed our service for many years and have found our professional team of technicians, ************* specialists, and U.L.-certified 24-hour monitoring center prompt in their response. We believe in the value of safety and the resulting peace of mind it brings. Thanks for choosing Guardian. We are there for you when you need us! Sincerely,********************Customer Satisfaction Advocate

Guardian Protection is the expert. Great service, great product, great people.

Hi *****,Thank you for taking the time to comment on the experience you've had with Guardian. We look forward to bringing you peace of mind for years to come. I will be sure and pass along your comments to the management team overseeing your sales consultant and the ************************ involved with your installation. Thanks for choosing Guardian. Life is better when it's safe.********************Customer Satisfaction Advocate

Guardian is awesome! They have wonderful, customer service! Our guardian rep was friendly and helpful and I appreciate their monitoring support.

Hi *****, So happy to hear that you are pleased with our customer care and monitoring service. All of our employees work directly for Guardian Protection and are in-house and U.S. based. They love what they do and are committed to your safety. I will be sure and pass along your compliments to our supervisors. Thanks for taking the time and thanks for choosing Guardian. Life is better when it's safe. **** **** *. Customer Satisfaction Advocate

I want to preface this by saying I work for an ********* company and ********* and their products are NOT the issue. Guardian and their poor customer service are. Like many here, if I could give zero stars, I would. I got my system in June of 2021, after purchasing my home. Two cameras, a panel, two door sensors and a couple window ones. It worked fairly well until August 2021. I called in and asked for assistance and was always met with "troubleshoot it yourself or call back in and troubleshoot over the phone." Multiple times I asked for a tech and was told no. Finally, months later (we are now in 2022) I was told I could have a tech --- if I paid for a service call. I was livid to say the least. The service call was not free because I was out of my 90 day window. I had called several times during the 90 day window and nothing. Fast forward to 2024. I still have no working system but I now work for a different ********* company. Guardian has really dropped the ball. I have spoken to the company reps and all agree that they should have done better. The wrong cameras were installed in my home --- I was never offered another option. They should have bare minimum sent a tech to fix or let me know there were things that could be added to help my service. Nothing was offered by guardian. I called in to cancel, my new company is taking over my system, and NOW they offer to send a tech free of charge. Too little too late. DO NOT GO WITH GUARDIAN. They don't care about you as a customer, you are just a dollar sign and they will not budge in trying to help you at all. You are better off buying out your contract and leaving. I should have done my research better when choosing a security company. Have definitely learned my lesson.

Hi ********,I am sorry for your frustration. With the goal of resolution, our loyalty liaison researched your account and your reported issues. She informed me that you purchased your system in June 2022, not June 2021. We received two calls from you, one in August 2022 and one in September 2022 reporting issues. Both times our customer service specialist offered to troubleshoot these issues by phone, but you said that you were not at home and could not troubleshoot with us. Our specialists asked that you please call back when you returned home so that we could do some troubleshooting, at which time we could have better understood your issue and if needed, sent a technician at no charge since your components were under warranty. When a customer does not call again an assumption can be made that the issue was resolved. We did not receive a callback from you until six months later in March 2023 when you reported another issue and which we were able to troubleshoot since you were at home. We determined that a service call should be scheduled, however, since the warranty period had expired you declined the service call, given that a charge was involved. In March 2024 Guardian offered you a no-charge service call which you declined given that you were switching to another security systems company. I understand that your new company is reimbursing you for your early termination fee and that you spoke with our loyalty liaison on March 5 who assisted in providing you with a W-9 and will provide you with documentation when your account is fully terminated. We wish you all the best.Sincerely,******************** Customer Satisfaction Advocate

If I could give zero stars, I would. In 2018, when we built with Ryan Homes in Northeast Ohio - we paid Guardian nearly 10k in upgrades during the build (security plus cameras, in-home speaker system, central vac system - which they contracted out, but that's another disaster story for another time). We were in the house for four years and one month. When we signed with Guardian, we should have done a better job reading the fine print because the contract states you're locked into the agreement for five years - even if you sell the house, which we did in May 2022. When I called to cancel before our move, we were given options 1. Transfer the services over to the new house (no thanks!) 2. Leave the services on for the new homeowners to enjoy and still pay (again - not happening) 3. Pay the remaining contract in full Or - they did tell me if the new homeowners started their own contract with Guardian, they would cancel our contract. Now, TWO years later, Guardian sent our account to collections. How do we know if the new homeowners haven't started a contract of their own? When I drive by the house, a Guardian yard sign is out front. Avoid working with this company and giving them your money. ESPECIALLY if you think there's a chance you'll move before the contract is up.

Hi *****,I have located the premises associated with your account and have found that Guardian's service is not being provided to the address, therefore the current homeowner would appear to be using the yard sign solely for its perception. We take your concerns seriously because your satisfaction is important to us. During your home build, Guardian consulted with you on your home security and entertainment technology needs and desires and provided the hardware and components required along with professional installation. Guardian also provided 24-hour a day monitoring of your system by the trained specialists at our UL-certified monitoring centers, with notification to first responders on your behalf based on protocols that you have established with us. These services were formalized through an agreement signed by you and Guardian. The agreement served to protect both you and Guardian by defining services to be provided, rates, terms and obligations. The agreement also identified all conditions such as an early termination fee that applied if you wished to cancel prior to the end of the initial contract period. If you have additional questions, please contact us at **************.Sincerely,**************************** Satisfaction Advocate

Absolutely - guardian did follow through - when the system worked properly. That doesnt address the fact that the cancellation was because we moved and not because we cancelled due to poor service.

When I bought my first house I thought of guardian protection services they came into my home and talked to me about several options I got the option that was available when the tech came in this is where the first problem started I noticed when he left he took my brand new security box that was already there when I purchased the house he replaced it with another one and I noticed that he took it with him when I call the company they told me that he did not have it and it should not have been replaced but he replaced it and took the one that I had on the wall which was exactly the same model and make. They decided to give me a credit for the wall device. I purchased an outdoor security camera and indoor security camera and the doorbell the only thing that is working is the doorbell the outdoor security camera stopped working after a little while and they told me I had to purchase a new one the equipment which is ***************** that comes with it that you connect to your internet stop working at the same time so then I had to connect their devices to my internet so now I only have one device that is working which is my doorbell camera and I paid $55 plus tax every month for this service. Recently I had to renew my contract and when I renewed my contract none of my services are working they can't get anything to connect to my Wi-Fi and they're telling me that I need to upgrade which is going to cost $350 for the doorbell alone and then they said they were wave the connection fee. I have been with this company since 2018 and I am very disappointed this morning I spent 2 hours troubleshooting a doorbell, adorable guys I am very disappointed that I spent my Saturday morning troubleshooting a doorbell for 2 hours do not choose guardian protection services it is not worth it.

Hi *********,I understand you have worked with our loyalty liaison who scheduled a no-charge service call for February 16. I understand that our professional service technician made sure that all of your devices are now connected. While the video doorbell is showing good signaling, any additional issues should be discussed with our technical care specialists at **************. Sincerely,********************Customer Satisfaction Advocate