Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,There is a company called Guardian asset management. They used to manage the property I bought in August. The property address: ****************************************************************************Since then I had called them and told them the owner has changed and not harrass me or trespass on my property with notices against the previous owner. They didn't heed to my request. They have poor reputation with similar stalking and criminal trespassing incidents caught on camera by other owners. The notices they leave( for the previous owner) , impacts the sale of my property. Guardian asset management: ************************************************************************** Regards,************ *****.I have attached some reports online of their criminal stalking and trespassing behavior, recorded by others. This company is bogus and I have a complaint lodged with FTC and local police to close down these frauds.What's on their notice is a lie. I am the only legal owner of this property which was purchased on Aug 22, 2023. What they are mentioning here is probably their dealing with the previous owner.( who sadly passed away, couple of years ago) The person that likely trespassed my property is *******************, part of guardian asset management, who lives locally.

  Business Response

  Date: 10/03/2023

  Hello - We looked into the property and have attempted to respond to you via phone but you insisted on no return calls. The home you may have purchased is a HUD HECM mortgage home and needs to be discussed with them. Our team has updated them as well so i am sure they will be in contact with you. We can tell you that regardless of reviews or claims made by yourself or others we are hired to inspect properties in default on behalf of banks and servicers. Thank you for reaching out and this should all be resolved once we hear from the government. 

  Customer Answer

  Date: 10/04/2023

  I am not aware of anything previous owners may have done. It has nothing concerning with me or my property I have.

  If it is regarding previous owners business, that has been taken care already,  This particular company has no rights to harrass new owners, based on assumptions rather than facts. 

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was doing some work in my foyer of my building that is impeccably maintained and kept when a car pulled up in front of my home that i live. After finishing i closed the front door to go upstairs to my home. I came back down to a notice from a guardian rep. Saying they believe my home was abandoned and not owner occupied. The representative saw me in my home and placed a notice on my door after he had seen me. Anyone could take a glance at my home and instantly know the house is not abandoned. Its most likely a top 1% in my neighborhood. When calling the number they provided no one answers the phone and after three calls to them no one has returned my calls. Its apparent this company operates with very little integrity and is more interested in mis placing people from their homes then giving an accurate assessment of the situation at hand. I spoke with my mortgage company and they said they would file a complaint against them and would handle the situation. The notice threatened to change my locks and have the water shut off in an attempt to take my home. This company is clearly shady and their reps have zero integrity!!

  Business Response

  Date: 10/03/2023

  Hello - We can tell you that we are not a scam nor would we inspect your property without being told to by the mortgage company. If our inspector did see you and still marked it vacant then we will speak with the directly. With notices all of the windows and electrical cords running through windows into the house it would seem to be a sign of a squatter. The property has been marked occupied and has been reported as such back to the mortgage company. 

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sept 20 2023 i Have trying to get of hold of these for 2 days **** have not returned my phone or my email they put a lock box on my property illegally now i cannot get a hold of them to remove because the paper are going to be signed on wed for the sale of the house and i have to have the keys.

  Business Response

  Date: 09/26/2023

  Hello - Would you be able to give us the actual property in question?

• Initial Complaint

  Date:09/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A note from Guardian Asset Management was left in our door saying that the property has been determined to be vacant and that the locks will be replaced/plumbing systems winterized. This property is not vacant.

  Business Response

  Date: 09/25/2023

  Hello - we have marked the property as occupied but thank you for reaching out as that is the purpose of the notice. Please call you mortgage holder and make sure that you discuss your loan standing. We are only hired by ********** to manage their default loans. 

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not issue a refund check for utility activation. I have purchased this home from hud. I have been calling and sending emails since june 2023. I have been told refund would be sent several times. I have not received one. It takes several calls to even get a response How do I get this refund???!!!

  Business Response

  Date: 09/25/2023

  Hello - Someone from our Utility department will be contacting you and working this issue out with you over the phone. Once resolved we will gladly issue the refund check. 

• Initial Complaint

  Date:08/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several weeks ago, someone from Guardian Asset Management placed a note on the door of my home stating that my property would have the locks replaced and/or plumbing systems winterized in the next few days. The note also stated that I could call ************ if the property was not vacant or abandoned. I called the number and was unable to speak to anyone. However, I left a detailed message regarding the nature of my call and that the property was not vacant nor abandoned. I called several times thereafter and was unable to speak with anyone. To date, I have not received a response. Today, I received a call from my insurance carrier stating that they received an email that my home was vacant/abandoned. My home is not vacant or abandoned. I've been in constant contact with my mortgage servicer who is aware that my home is not vacant or abandoned. I need Guardian Asset Management representative to send a retraction to my mortgage servicer and insurance company immediately. My home is not on foreclosure either.

  Business Response

  Date: 09/05/2023

  Hello - We have received your calls and we have documented the system and updated your mortgage company. Guardian is hired by the bank to inspect homes due to some sort of payment issue. Please call your bank and make sure all is good as we are not in charge of managing that side of the process. 

• Initial Complaint

  Date:08/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am back and forth between two properties for work. Upon returning to one of my properties I had a note on my door stating that they have taken over the property and no one may enter until the house is listed for sale. To make matters worse they ENTERED my home with my property and valuables in it and replaced my door knobs and dead bolted my doors from the inside!!! I called my mortgage company and they did not send them, my homeowners insurance did not send them, and my county did not send them. They trespassed on MY property and are running some kind of scam. You call their number and they never return phone calls, and if they do answer they provide no information and say they will call you back. If they return, I will be filing charges.

  Business Response

  Date: 08/23/2023

  Hello - we have provided your concerns to your bank who will be in touch with you about this issue. Guardian simply works with the banks to act on their behalf when a borrower is in default. This is not a scam and as stated above your mortgage company will be in touch with you. 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardian Asset Management posted a note that the property I'm living at has been determined to be vacant and abandoned. The property is my mother's house and is for sale. After reading the many reviews I realized that I shouldn't expect a return call from them.The property obviously has people living there. The grass is cut and trimmed every week, there are 5-6 vehicles located on the premises and several pieces of landscaping equipment none of which has any grass growing up around them. There are visible repairs to the siding and roof, lights visible from the front door and laundry hanging from an indoor clothesline visible from the back door. The rep even saw somebody on the property when they took pictures and still deemed it vacant. I've maintained a few vacant properties for clients over the years and there is absolutely nothing about this property to suggest that it is vacant. I suspect this company is soliciting mortgage companies to let them inspect homes and they have a 100% abandoned rate.I await their response, but I feel that I will be hiring a lawyer and contacting my local representative as well as any news outlet that will listen.

  Business Response

  Date: 08/24/2023

  Hello - Thank you for reaching out. We are hired by your mortgage company to inspect the property to confirm that it is indeed occupied. You should have reached something in the mail or even phone call from *** Management Solutions to discuss the current occupancy. Our notice is just placed to do have the occupant call and confirm it is not vacant. This has been marked in our system as occupied BUT i would get in touch with your mortgage company since this is a reverse loan. We can tell you that your suspensions are incorrect and unfortunately when it comes to foreclosures no company is going to be given glowing reviews. At Guardian we work on behalf of the major banks and servicers to provide them visibility on loans that may be in default. As previously stated, we have marked the loan as occupied and have informed the mortgage company of your concerns and plans of future sale.

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My interaction with Guarding Asset Management during a recent HUD house project has been marred by unfortunate events. After being instructed to send a cashier's check for utility activation, it was later determined that winterization prevented this step. Despite being assured of a refund and providing evidence of receipt, the check has not been returned (from April it is now August), and its whereabouts are now unclear. This situation has incurred potential costs for indemnity insurance to recover the funds. Clear communication and prompt issue resolution are essential for maintaining effective relationships in business transactions.

  Business Response

  Date: 08/08/2023

  We will have our utility team reach out to you and either send the check back or rip it up. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This accident happened on Saturday, July 29, 2023 at 8:00am. There were no wind advisories or inclement weather. The tree was rotten and unkept by the property management company. As per the directions on the notice that's posted on the house, we've called numerous times to the "emergency phone number", left several messages and have not received a phone call back. We are unable to live in the house under these conditions. The property owner is liable for this damage. We're not going to touch anything because the responsible party needs to collect information for insurance/reimbursement determination.

  Customer Answer

  Date: 08/08/2023

  View original complaint 

  Customer Answer

  Date: 08/15/2023

  What type of accident? A tree from the vacant home (the property that Guardian Asset Management manages) next door to my home fell through the roof of my home destroying parts of my house both inside and outside.

  Was damage done to your property? Part of the roof is damaged, fence, one of the beams that supports the structure of the home, sheetrock in several areas, light fixtures, air conditioning unit, coffee table, and other household items.

  Whose house is photographed? How did that damage occur? The house belongs to me.

  Guardian Asset Management is the company that manages the vacant home that the tree fell from.  The notice on the door gives instructions to call in case of emergency and they and not called me back yet.  I've left several voicemails.

  Feel free to let me know if there are additional questions.

  Business Response

  Date: 08/16/2023

  Hello - after reviewing this loan we have not managed this property for the bank since 2022. We were out there to provide an insurance loss inspection for the current borrower and the bank who owned the loan.  Normally default loans are bought up and sold from investor to investor but i can tell you that ******** was the last servicer to manage this loan. We would suggest calling them to find out if they could point you into the right direction. If the loan is current then unfortunately your issue is with the current owner of the property. We apologize that we couldnt be of further assistance. 

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with ******** at ###-###-#### a they confirmed that they have never serviced a loan for this property.  If they had, the address would populate as "INACTIVE".  In this case, they don't have any record which means they have never serviced a loan for this property.

  Please advise.

  
  Regards,
  
  
  
  ******** *******