Reviews
This profile includes reviews for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 104 Customer Reviews
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Review fromSandra M
Date: 03/21/2023
5 stars***** was excellent! Very knowledgeable and instructed us on how to use the security system on in-house screen and on phone. Answered all of our questions and was patient.
Guardian Protection
Date: 03/22/2023
Hi ******,Welcome to the Guardian family. Happy to hear that our professional technician took the time to instruct you on the use of your system and patiently answered all of your questions. A professional installation takes the guesswork out of things so that you can enjoy your smart home security and all its conveniences right away. I will be sure and share your comments with our tech's supervisor. Thanks for choosing Guardian Protection, ******! **************************** Satisfaction AdvocateReview fromJorge R
Date: 03/14/2023
1 starOn May 12 of 2020 a Guardian Protection representative scheduled a visit with a seller to come and provide a walkthrough of the services that Guardian Protection offers. On Jun 8th, 2020, the Guardian Protection seller sent me a text at 12:26PM advising he was coming to my house around 1:00 PM. When the Guardian Protection seller arrived, I welcomed him in. Then, he explained the services that are provided by Guardian Protection. During his explanation, the Guardian Protection seller advised I had two options if I wanted to sign up: 1. Sign a monthly contract where I needed to pay some of the sensors and required equipment out of pocket 2. Sign a 1 year contract where the sensors and equipment will be given to me if I stayed with the service for at least 1 year After the Guardian Protection seller provided the two options I decided to go with the second option. However, on Mar 14 2023 I reached out to Guardian Protection as I have lost my credit card, got a new credit card, went oversees, and needed to update the payment method in Guardian's system for which I needed assistance to do so. Since I have been traveling lately a lot, I contemplated the opportunity of canceling the subscription and was transferred to the ******************* During my conversation with the loyalty department, a Guardian Protection loyalty advisor informed me that my contract did not state a 1 year commitment, but rather a 5 year commitment. If I wanted to discontinue the service I needed to pay a fee of $750.Please be aware of their business practices,Guardian Protection
Date: 03/15/2023
Hi *****,Im sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is very important to Guardian. Because Guardian makes a significant upfront investment when new electronic security hardware is installed and activated in your property, the costs of such hardware are recouped by the provider over the initial contract period. This is the reason an early termination fee may apply if you wish to cancel prior to the end of the initial contract period. The contract also serves to protect both the consumer and the provider, by defining services to be provided, rates, terms, and obligations of each party. I see that you spoke with our Care specialist on March 14 and that he offered to email you the contract that you signed but that you did not wish for it to be sent. If you would like the signed contract to be sent, please reach out to us at [email protected],**************************** Satisfaction AdvocateReview fromBo L.
Date: 03/14/2023
1 starThe sale person intentionally left out the early termination fee of $750. I had to move out the property and the new location is beyond the service area of guardian. This fee is a rip-off as the guardian installation did not add much beyond what I had from ADT.Guardian Protection
Date: 03/15/2023
Hi **,Im sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is very important to Guardian. Because Guardian makes a significant upfront investment when new electronic security hardware is installed and activated in your property, the costs of such hardware are recouped by the provider over the initial contract period. An example would be your home where we were able to utilize only two existing door contacts and two existing motion sensors but had to install a ****** control panel, six new door/window sensors, a new motion sensor, and a smart door lock. This significant upfront investment is the reason an early termination fee may apply if you wish to cancel prior to the end of the initial contract period. The contract also serves to protect both the consumer and the provider, by defining services to be provided, rates, terms, and obligations of each party. Sincerely, ***************************** Satisfaction AdvocateReview fromJames S
Date: 03/06/2023
1 starFinished with a New Home build in Charles Town WV, ******* *****. I will say if any customer`s are looking for in house Audio install please be advised the Installers (Audio) personal do not stay in compliance with training nor does Vintage Audio Employees know how to properly troubleshoot the equipment when faulting. My Subtotal for this equipment was 13,680.00 Dollars that has not allowed Audio through my television for 7 Months since the Install. I have had close to or past 10 Service Call`s even managers and Leads came onsite and basically used the remote and receiver & the television to troubleshoot. They never tried bypassing the components in between the television and receiver checking for faults. Hey vintage do not worry **** ***** cracked your problem less then a Hour compared to your incompetent staff.! By the way i go by ***** *****, Sure to be in your system based on all the trouble calls you have gotten.Guardian Protection
Date: 03/24/2023
We want to apologize for these challenges you faced while we were working to ensure your system meets expectations. The Vintage Security Service Department has been in contact with James. To our knowledge, after the **** ***** visited James' home and did not resolve the issues, one of our Lead Technicians visited the home. This Lead Technician very meticulously worked on the issues with the system and was able to resolve them. Another issue with the system arose, where the same Lead Technician visited the home again and was able to find and resolve the issue, which appeared to be caused by the **** ***** team. James' system is now working properly, and he has direct contact with the Lead Technician in the form of a cell phone number should any more trouble with his system occur.Review fromShantira P
Date: 02/17/2023
1 starI had a fire in my kitchen in which the smoke detector and panel alarm went off but I never heard from guardian or the fire department. Lucky for me I had a fire extinguisher nearby. When I reached out to guardian about my safety concern with services I am paying for I was asked to test the alarm. The test alarm went through to them and they offered to send a technician out to see what the problem was but I would be charged $75. I expressed how I felt that I shouldnt be responsible for the technical issue in their end and I was told by ******* that its the price for the service. There were no concerns for me or my familys safety. I asked if someone could call me back in regards to this and I was told it didnt work like that and I would have to call them instead. If you are looking for a company that puts your safety first, please do not count on guardian protection. They call for payments but never a customer satisfaction call.Guardian Protection
Date: 03/07/2023
Hi ********,I am sorry for the difficulty. Your safety and satisfaction are important to us. I understand that our customer loyalty liaison spoke to you on March 1 and with your agreement, has scheduled a service call by our professional technician on March 18 to resolve the issue at no charge. I see that the our customer loyalty liaison has been staying in touch with you to ensure your satisfaction. Please don't hesitate to call us at 1-800-PROTECT ***************) should you have any questions.Sincerely,**************************** Satisfaction AdvocateReview fromBajanbeauty B
Date: 02/02/2023
1 starBeen a customer for 17 years. Have never been a satisfied customer. I have been a good customer. I have paid three months at a time since Ive been with this company. There have been some issues with service and and equipment alarms going off at 2 and 5am and was NOT related to battery. Three service calls later it was discovered that the first person didnt fix problem at all. then trying to upgrade and get you into another contract. Just recently I had to pay a month late. I called to let them know Payment will be made. I also needed to update info. As Im giving new information. Rep asks if I wanted to change other numbers? What? Other numbers she proceeded to give three other numbers on my account. I didnt recognize any of these numbers. She stumbles and puts me on hold for 10mins. She finally comes back and tells me they dont know how or why these numbers were on my account. Nothing was compromised cause those people dont know code word to access account. Is that supposed to reassure me they have my best interests in mind? How can anyone trust that you can protect them when you cant get basic information right. You get the attitude as if you are bothering them and need to get over it.Guardian Protection
Date: 03/07/2023
Hi ***,I am sorry for the difficulty. I understand that our customer loyalty liaison left voice messages in an attempt to reach you on February 3 and again on February 6. On February 10 she was able to reach you but you indicated you did not have time to talk. You agreed to take her phone number and email so that you can reach out when it is convenient for you to discuss any outstanding issues. As of March 7 she has not received any communication from you. Please know that we look forward to hearing from you to resolve any issues that you nay have. Sincerely,**************************** Satisfaction AdvocateReview fromBoris N.
Date: 01/30/2023
1 starI had an appointment today for a system installation with Guardian. They must have sent me 10 email and text reminders about today's appointment. I scheduled 10+ important work calls and took a day off because of this appointment ... and ... THEY DID NOT SHOW UP!!! No one called to tell me they are running late or need to reschedule. I called twice to find out what is going on and was told the install was being done by a subcontractor and they cannot be reached. That's it. No apologies. No information. No showing up. I wasted an entire day waiting for them! So unprofessional. I am calling other alarm companies and will never deal with Guardian again.Guardian Protection
Date: 01/31/2023
Hi *****,I am sorry for the difficulty. Guardian Protection takes customer satisfaction seriously and this is not our standard of service. We took action and arranged to reschedule your installation for the very next morning, January 31, however our supervisor tells me that you have declined our offer. Sorry to hear this. If I can be of any further assistance, kindly contact me at [email protected],**************************** Satisfaction AdvocateReview fromHeather D
Date: 01/05/2023
1 starPLEASE READ THIS IN FULL PRIOR TO WORKING WITH THIS COMPANY. These are things I desperately wish I knew prior to going into a 5 year contract with them. If I could give Guardian Protection zero stars I would. They dont protect a **** thing. If you were in an actual emergency situation, you would be screwed. BUYER BEWARE. ISSUE #1 Doorbell camera only records for 30 seconds *** then stops even if there is someone beating down your door. I had a recent situation with a neighbor beating on my door, banging and yelling for nearly 4 minutes. The doorbell camera only recorded the first 30 seconds which showed her politely knocking and didnt get any of the rest. I called Guardian and they said there was nothing they could do and that is just how their cameras are meant to function. And they had the nerve to suggest I buy additional cameras. ISSUE #2 Cameras completely stop working once you reach a certain amount of recordings each month. I hit a ***imum recording quota that I didnt even know existed (I only have a doorbell camera and back door camera). Hitting that quota stopped both of my security cameras from recording. And then to top it all off, because I hit that quota it subsequently turned off all of my recording rules without my knowledge so that even when the recording was supposed to restart, it still wasnt recording because they stopped all my recording rules. I had to go back in and manually restart them again. Thus, my cameras were essentially off for days, if not weeks. What is the point of having an expensive security system if this is what it does? I just wanted to feel safe in my home and thought they could provide that. Now, Im stuck in a 5 year contract with a deceitful company and Im thousands of dollars in the hole.Guardian Protection
Date: 01/10/2023
Hi *******, Our supervisor reached out to you by phone on January 9. He was unable to reach you but left a message regarding the effort we are making to resolve your issues. Please give us a call at 1-800-PROTECT ***************) so that we can discuss further with you.Thank you,**************************** Satisfaction AdvocateReview fromRod F
Date: 12/28/2022
1 starGuardian Protection is a terrible company; locked into a 4-year contract; moved and nobody came to reinstall as they promised. Our business got charged for a service never rendered for over two years. Terrible ethics. Very square headed and hard to deal with. When ask for a reimbursement , even partial, the first words that came out of the member were "We cannot do that" shoe would not even be open to understand what was going on.Guardian Protection is too small to solve problems and too "corporate" to take care of their customers.Stay away from this company...bad, bad, bad.Guardian Protection
Date: 01/10/2023
Hi Rod,Customer satisfaction is important to us. I understand that our supervisor spoke with you on December 29 in an effort to resolve your issue and that you were going to think about her suggestions and give her a call back. As of January 9 she has not heard back but continues to look forward to your call. You can reach us at 1-800-PROTECT ***************).Sincerely,**************************** Satisfaction AdvocateReview fromAnnie V
Date: 09/29/2022
1 starGuardian is a crook! The way they enter contracts is deceitful and misleading. They do not disclose relevant terms such as term of agreement and cancellation fees, and have you sign on the spot, in front of a technician, on a tiny computer pad where they preload your signature. A technician came to my house and I specifically told him I would only be there for 1.5 years. He had me sign on a tiny tablet and then preloaded my signature throughout the agreement. A year and a half later when I contacted Guardian to cancel the service, I was informed that my contract was for 5 years and that there was a $750 cancellation fee to end the contract early. FIVE YEARS!! When I explained the situation to Guardian, they informed me that they had sent me the agreement electronically and that I should have reviewed it within 3 days. At no point did the technician inform me of this. Nor was I informed that my signature would be preloaded throughout the agreement. Guardian took no responsibility and instead informed me that some people elect to continue monthly payments because they cannot afford the breakup fee. This company has a practice of deceiving and profiting at people’s expense.Guardian Protection
Date: 10/07/2022
Hi *****,Because customer satisfaction is important to us, our Customer Loyalty Liaison and Complaint Response Team performed an in-depth audit of your account. The audit confirms you met with a sales representative on December 1, 2020 and electronically completed a Sales and Installation Agreement as well as a Monitoring Agreement the same day. The Agreements were emailed to you, along with a cover sheet, to the email address you used as your Guardian mobile app login and for receipt of your monthly payment transactions. The cover sheet included the following message:Thank you for trusting Guardian Protection to help protect your home and business! You will be asked to review agreements that address the installation and monitoring of your Guardian Protection security system. The agreements contain important terms, including the following:Sale Amount (before taxes and fees)Monthly FeeInitial Agreement TermGuardian installed a security system package valued at $1250.00 for just $149.00 in consideration of the Monitoring terms you agreed to. It is for these reasons that Guardian is unable to refund any portion of the payment you made to settle your account.Sincerely,**************************** Satisfaction Advocate
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