Complaints

This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Protection

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
• 

  Guardian Protection Services, Inc

  835 Sussex Blvd Broomall, PA 19008

• 

  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  
• 

  Guardian Protection

  4423 Professional Pkwy Groveport, OH 43125

• 

  Guardian Protection

  5253 Prue Rd Ste 300 Bldg 3 San Antonio, TX 78240

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:11/12/2025

  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.

  My husband is a disabled veteran and was tricked into signing a 5 year contract with guardian, we recently moved out of state and needed to cancel due to it not being in our service area. They wanted to charge us 1200 but I was able to talk them down to 667 which is still too much. I had to pay off the remaining 620 to cancel our contract. They said they couldnt refund anymore because we got equipment through 3rd party which we didnt know it was. When the guy installed it he had us watch his autistic child in our home too. I just want my money back as they scammed a disabled veteran

  

  Business Response

  Date: 11/13/2025

  November 13, 2025
  
  BBB of ********************
  ****************************************************************************************
  
                  RE:        ***** ********** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding this customer complaint to ************************. **********************.
  
  Our customer has expressed dissatisfaction that Guardian is unable to relocate his services to his new home, due to its location, and has not completely waived the early termination fee.
  
  For background, our customers system was sold and installed by ********************** (AAA) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with AAA. AAA 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 AAA, until such time that Guardian purchases the account. ******************** does not control any day-to-day business activities or any internal policies or procedures of AAA, including sales promotion, sales processes, installation practices, or any other aspects of AAAs business.
  
  Guardian is a customer-centric company and strives to provide options other than paying the early termination fee to satisfy an Agreement early when a customer moves or sells a property, such as relocating services or releasing a customer from their agreement if the buyer of the property subscribes to Guardian for the monitoring services.  While AAA may be able to offer to relocate service throughout the country, they sold the account to ******************** and Guardian does not have service throughout the country.   
  
  Upon receiving the complaint, Guardian conducted a comprehensive review of our customers account.  Records indicate our customer agreed to a ******** monitoring term as outlined in the Monitoring Agreement dated July ******.  Guardians purchase of the account was made with the expectation our customer would fulfill the full ******** term. As our customer indicated, in consideration of the circumstances, Guardian was able to extend a nearly 50%discount on the early termination fee, but we are not able to discount it further or waive it in its entirety.
  
  Thank you for informing Guardian of this matter.   Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team 

  Customer Answer

  Date: 11/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate they did a 50% discount however 660 in todays economy for a disabled veteran is ridiculous. We were never told we were working with a 3rd party, the fact that he had us watch his severely autistic child was uncalled for. Lastly a disabled veteran was taken advantage of. Told to sign the contract but no one previously had mentioned it was a 60 month contract. Guardian instead of doing the right thing and completely just allowing us to terminate you still took 600 dollars for us. You are being greedy and taking advantage of a disabled veteran. How about you do the right thing this one time and refund us the payment we just had to pay. 
  
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:11/01/2025

  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.

  I know had an alarm system that was installed via the builder when the house was built in 2018. I have had numerous issues over the years that have resulted in more than a few service calls. Recently my system was terminated for non-payment, which I acknowledge and had only been the case for a few days. When payment was made on Thursday 10/30/25 and the system re-activated I asked if everything would just turn back on or if needed to started from scratch. I was told that everything would be as it was previously and I wouldnt even need to create new passwords. I was also told that I would receive an email within 24 hours so let me know the system was back on; but I would likely receive it in the morning. I never received the mail and when I had to create new passwords on 11/1; I immediately noticed the garage door was not showing as active on my account; which gives me the ability to open/close and has a sensor to notify if left open. I called and was told that it could be re-installed with the serial number from the opener on the ceiling of the garage. I indicated that I did not have a ladder and was tile that a technician could come out for a few; which is confusing because the garage door or part of the original installed package and o was told that the system would function as it did just over a week ago. I did supply 2 serial numbers and then was told that it requires a factory reset; again prompting a visit. So not were they not honest about the process, after re-initiation or when I called supplying the necessary information, but my bank account was debited more than was due on the account by almost $75. I dont think I should be penalized for what has been a cons agent issue or blamed for what was triggered from non-payment if nothing has changed with the system or set-up and they have maintained the same account information. It feels like a way to force women living alone to need service visits for a repeated fee.

  

  Business Response

  Date: 11/13/2025

  November 13, 2025
  
  
  BBB of ********************
  ****************************
  ********, *******;  15106
  
                  RE:        ******** ******* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, **** (Guardian) is in receipt of our customers complaint and values the opportunity to address our customers concerns.
  
  Our customer identified two issues she faced with the reactivation of her account: 1) she was informed her monitoring and remote services would resume without requiring new passwords, and that all equipment would automatically reconnect,and 2) she expressed a concern about the amount collected to proceed with the reactivation.
  
  Guardian would like to apologize to our customer for the incorrect information provided regarding the reactivation of her services and device reconnection.  The representative she spoke with did not accurately assess the cancelation status of her account and misspoke about the steps required for reactivation.  We appreciate the steps our customer took to complete most of the reactivation herself and are happy to schedule a technician to reconnect her garage door controller at no charge.
  
  Regarding the payment collected in order to move forward with the reactivation, the representative quoted and collected the proper amount per Guardians collection agency.  However, upon contacting the agency to cease collection efforts, it was discovered that no activity had yet occurred, and the agency waived their $73.12 fee.  The representative left a message offering either a refund of this amount or a credit toward future services.
  
  Upon receipt of this complaint, a representative attempted to contact the customer to schedule the complimentary service call and discuss the refund or credit, but the calls were not returned.  As a courtesy, a credit of $32.87 has been applied to her account, bringing her balance to $0.00 through December 21, 2025.  A no-charge service call has been created,and the customer may contact ************* to schedule it at her convenience.  We also ask that she let us know whether she prefers a refund of $73.12 or would like it applied as a credit toward future services.
  
  Thank you for informing Guardian of this matter.  We hope to hear from our customer soon.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:10/21/2025

  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.

  For 3-4 months I've been calling to have Guardian Protection to resolve home security issues (motion sensor detector not working properly, door sensor not working and doorbell camera issues), Each time I called, I was given different directions on how to solve the problem, which I did and it only worked for a day or so. When I called to cancel my contract with Guardian, then they wanted to send someone out to my house. I informed Guardian that it's to late and I just want to cancel my contract. I was told that I have to pay over $1500.00 up front to cancel my contract. I then spoke with ***** (supervisor) and he stated that I would have to pay the remaining of the contract up front. I explained to ***** that the Guardian takes my monthly payment, won't send someone out to resolve the issues that I'm having, but want me to pay to cancel my contract. I also offered to send their equipment back to them and ***** stated the equipment is mine and is part of the contract ($1500.00)

  

  Business Response

  Date: 10/29/2025

  October 29, 2025
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ******* ***** Complaint ID *******
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ****************************. **********************.  Guardian is a customer-centric organization and values the opportunity to address any concern.    
  
  The complainant has expressed dissatisfaction with resulting from equipment issues and stated Guardians troubleshooting remedies only lasted a day or two.  She indicates she was not offered on-site service until she called to cancel her contract.  She is disputing the need to pay the early termination to cancel her contract prior to the contract term being fulfilled.
  
  Guardian is sorry to hear our customer has been experiencing equipment issues.  Our customer had ******************** install a security system in her new home on October 31, 2024. The system in her new home has the same warranty and system repair plan.  Guardian offers troubleshooting and alternate service options as a means to minimize the inconvenience that an on-site service appointment may cause.
  
  Our customer contacted ******************** on March 12, 2025 because her motion detector was sending repeated tamper signals.  A representative helped her to reseat the cover, and it appeared to resolve the issue.  Our customer next contacted us  on April 17, 2025 because a door sensor was showing as being open, when in fact it was closed.  She advised a representative that one of the two pieces of the wireless sensor had fallen off her door and they put it back up.  The representative offered to send her more adhesive so she could remount it with a stronger bind.  She was asked to call back if she needed any assistance.  The next call from our customer was on August 4, 2025 to notify us she was having an issue with her motion detector again.  The representative she spoke with offered to ship a replacement motion detector to her.   The representative needed to call the customer back to place the order; she called back approximately an hour later and left a voice message.  Her call was not returned.  Our customer called one more time about her motion sensor, on October 20, 2025.  She advised she had changed the batteries and there were no issues until several days later.  A representative offered on-site service subject to the repair plans service, which is currently $75.00.  Our customer did not want to be billed the service fee and ended the call. Our customer called the next day and requested cancelation of her services.
  
  Guardian is abiding by the terms of the agreements. We communicated via automated phone calls anytime a trouble condition existed.  Guardian provided troubleshooting, offered a replacement motion detector, and offered on-site service per the terms of the System Warranty and  Repair Coverage.  Guardian is happy to schedule on-site service per her repair coverage.  If she prefers to cancel her account, she will be subject to paying the early termination fee outlined in her monitoring agreement.
  
  Should you have any further questions, please contact Guardian at ************** for additional assistance.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 10/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 29 September 2025 I contacted Guardian to address a balance on my account and requested hardship assistance (reduced payments) and they declined assisting. I contacted the ************************** who advised me to send a demand letter to demand settlement and if that doesn't solve it contact BBB and if that doesn't solve it let it go to collections. I generated the demand letter and sent it by certified mail on 30 September 2025 to both the **************** in **********, ** and the ************************* **************** Resident Agent in ********. I received a voicemail from Guardian 6 October 2025 and was only able to call them back today, 15 October 2025. A settlement was not agreed to, so I'm generating this BBB complaint. Since they are not willing to discuss hardship/ payment reductions, what I'm asking for is as follows: I am offering $186.44 as a full and final settlement of all amounts due on Customer ID *******, contingent on the closure terms below. Closure Terms 1)Close the account with a $0.00 balance and waive the remaining term / early-termination / service fees.2)Cease all collection activity and do not sell, assign, or transfer any residual balance.3)Update any credit reporting to Paid in Full / Settled Paid as Agreed (or remove negative reporting if no trade line is furnished).4)If equipment return is required, provide a prepaid return label and waive any equipment charges upon receipt.5)No extension of the original contract term and no admission of liability by either party.6)Provide written confirmation on company letterhead, signed by an authorized representative, referencing Customer ID *******, and include payment instructions (portal or remittance address).7)Upon written acceptance, I will remit the settlement amount within seven (7) days using the payment method you provide.

  

  Business Response

  Date: 10/21/2025

  October 21,2025
  
  
  
  BBB of ********************
  ****************************
  ******************
  
  RE:        ***** ******* - ID ********
  
  Dear Better Business Bureau: 
  
  Guardian Protection Services****** (Guardian) acknowledges the receipt of the above-referenced complaint.
  
  Upon review, Guardian has determined that the complainant previously submitted her concerns directly to Guardian.  Guardian responded to her complaint prior to receiving notice from the Better Business Bureau.  Accordingly, Guardian will continue addressing the customers concerns through the channel already established.
  
  Thank you for the opportunity to respond to this matter.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 10/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not reflect what happened but what correspondence they did sent resolves my complaint but need Guardian to address 2 additional items.  For your reference, details appear below.
  
  The Guardian response is incorrect. Guardian rejected my initial attempt to settle the complaint before engaging with BBB.

  It was after I contacted the BBB that I received an email on 16 Oct 2025 from Guardian outside of the BBB module/ complaint process. 

  However, the letter Guardian submitted to me by email for settlement was found "mostly" acceptable to me and I have sent a response with a settlement check today by certified mail.  To fully resolve this, I am requesting 2 things: (1) that Guardian be obligated to send a fully executed agreement back to me and (2) that the receipt date of my certified letter be extended from this Friday 24 Oct 2025 until the certified letter is received, which should be on Monday, 27 Oct 2025. Finally, I am also requestion that Guardian cease all Guardian related system emails.

  Regards,

  
  ***** *******

  

  Business Response

  Date: 10/29/2025

  October 29,2025
  
  
  
  BBB of ********************
  ****************************
  ******************
  
  RE:        ***** ******* - ID ********
  
  Dear Better Business Bureau: 
  
  Guardian Protection Services****** (Guardian) has respected our clients wishes as outlined  in her correspondence through the BBB on October 23, 2025.
  
  Guardian extended the expiration date of our settlement offer and we have received our customers settlement check and agreement. 
  
  A fully executed copy of the settlement agreement was sent to her this date via certified mail.  Further, Guardian has halted all system emails and notifications.
  
  Thank you for the opportunity to resolve this matter.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 10/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/08/2025

  Type:Billing 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 complaint is ongoing. I have tried to resolve with Guardian. They acquired Vintage Security Oct 2023, who I had service with since 2003. My renewal was February 2024. I received a call from Guardian in March 2024. I explained I did not want to continue with them. The cameras don't work and I did not sign up with Guardian, but with Vintage. As far as I was concerned the cancellation was done. However, they called several months later and said that I owe them money. I explained I had cancelled. They sent to collection agency. I do not feel I owe them the money as I was very clear about my cancellation. The last time my system was armed was 3/25/24 @ 10:54pm. I feel that Guardian Protection is very dishonest and I am not going to pay them for a service I have not used since March 2024. I offered to pay for the month February renewal thru the conversation I had with Guardian. I want the bill adjusted and I want the collection agency to stop calling. I have already told them I am not paying.

  

  Business Response

  Date: 10/13/2025

  October 13, 2025
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        ****** **** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian).  We are a customer-centric organization and appreciate the opportunity to address this customers concerns.   
  
  Guardian values the opportunity to review our customers account history with both ********************** and Vintage Security in an effort to resolve this matter.
  
  A representative contacted the customer to review the communications between her and both Vintage Security and Guardian Protection.
  
  A mutually agreed upon settlement was reached.  The customers account has been fully terminated without further penalty or obligation.
  
  Guardian regrets that the customer experienced issues with her video cameras. 
  
  Thank you for providing Guardian with the opportunity resolve this matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:10/08/2025

  Type:Sales and Advertising 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.

  Good evening! When they installed my Guardian Protection alarm, they told me that I was not under a contract, that when I wanted to cancel I had to call and it would be cancelled, and when I called to cancel they told me that I was under a 60 month contract, which is a lie, I did not sign any paper that told me that I was under a *********************************** and they told me if I was going to cancel I had to pay approximately $1,300 for the cancellation which seems like a rip-off to me, they lied to me

  

  Business Response

  Date: 10/09/2025

  October 29, 2025
  
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        **** *******    Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  We are a customer-centric organization and appreciate the opportunity to address her concerns.    
  
  Our customer states she was told at the time of installation that she was not under contract and further asserts she did not sign a contract.
  
  For background, our customer built a new home with one of ********************* preferred builders.  As part of the purchase, her builder included a home automation hub and video doorbell to be installed by Guardian.  The installation appointment was scheduled on February 13, 2024.  During this appointment, our customer expressed interest in adding monitored security devices.  She was offered a touchscreen panel that would control security devices as well as her home automation devices and video doorbell, 4 door/window sensors a motion detector, and a smoke detector.  The agreements (attached) show this additional equipment  was provided at no charge in exchange for a 60-month monitoring commitment.  These agreements were signed electronically on February 13, 2024.  Because the scope of the installation changed, no equipment was installed, and installation was rescheduled for February 20, 2024.
  
  Regarding our customers claim that the terms of the agreement were never communicated,Guardian refers to the attached electronic agreements executed by our customer.  The first page of the electronic paperwork presented to our customer by our representative points out key terms before our customer can proceed to review, initial and sign the documents.  The cover sheet is also present on the final executed copy, which  automatically emailed to both Guardian and our customer. 
  
  In addition to the cover sheet, our customer reviewed and initialed several important disclosures, including the monthly service charge, potential permit requirements, initial term and automatic renewal provisions, and their consent to a credit report.  She also acknowledged her right to cancel the monitoring agreement without penalty or obligation by midnight on February 16, 2024.
  
  Our customer did not exercise  her right to cancel and accepted the installation with the added security equipment  on February 20, 2024.  Guardian has made an investment in the home,which is recouped over the course of the monitoring term, while providing services.  If our customer decides to terminate early, she may do so per the terms of Section 18.  EARLY TERMINATION / CANCELATION in her monitoring agreement. 
  
  Thank you again for allowing Guardian the opportunity to response. Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:10/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 company has been nothing short of a nightmare to deal with. They handle my fire alarm system, and I contacted them to move a box on the wall because we were tearing down some back buildings. I simply needed it relocated to the opposite wall.Guardian sent a subcontractor who immediately said he couldnt do the job because what was called in didnt match what I requested. He even admitted it wasnt something he could do, took photos, and told me Guardian would follow up. They never did. Because the demolition was moving forward, I ended up hiring my own electrician to get the job done.Weeks later, I get a bill from Guardian for over $500. Shocked, I called right away and was told the charges would go into dispute for review. After more than a month of waiting and me chasing them down for updates I received another bill with the same charges. When I called again, they finally told me I was responsible for the charges simply because their subcontractor came out, even though:No work was performed.Guardian never followed up as promised.The bill was under dispute for ********** does a company think its acceptable to charge customers hundreds of dollars for no work at all? This is dishonest, unethical, and shows complete disregard for customer service.They will take your money without providing the service you need.

  

  Business Response

  Date: 10/09/2025

  October 9, 2025
  
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE: ****** ****** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian).  We appreciate the opportunity to review our customers account and resolve her concerns.
  
  Our customer disputed the service charges for a service call that ultimately served only as an assessment , with no actual work being performed.
  
  Guardian conducted a review of our customers service request with a technical support agent.  It was determined that the agent could have asked additional questions to clarify and better understand  the full scope of the work requested, which may have resulted in a more favorable service experience.
  
  Guardian reached out to our customer and offered a credit toward the service call charges.  Our customer expressed satisfaction with the resolution and has since paid the adjusted balance on her account.
  
  Thank you for providing Guardian with the opportunity to further review and resolve this matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 10/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have had an account with ******************** Security for many years -- including after Guardian acquired my prior security service. More than a year ago, my keypad malfunctioned. I got in touch with Guardian, and was told that I would need to have the entire system replaced at my cost. I asked to cancel my service, and that since I owned the equipment I would simply use the alarm fob and turn on and monitor the alarm myself at night.Since that time, apparently the service was continued, and my credit card charged. I didn't know this until recently I checked my spam folder, and saw a bill from Guardian for ~$340 since my card on file had expired. I sent the company a reply, and heard nothing back. I then wrote to them using their web service asking to cancel my service and refund money. They finally sent me a reply that said I had to call them to cancel.When I (finally) got in touch with them, I was told that in order to cancel, I had to sign an agreement that I would pay them what they say I owe them, OTHERWISE THEY WOULD CONTINUE TO BILL ME UNTIL I COMPLIED, even if the payment was in dispute. Why is this not extorsion?In addition, Guardian is not abiding by Click-to-Cancel laws, since there is no mechanism on their site to cancel without calling. Long ago, I signed up for service online through a company they acquired -- they should provide an online process to cancel service.I am attaching a copy of the cancelation document they are demanding I sign to stop service. Note that IN ORDER TO CANCEL MY SERVICE I MUST AGREE TO PAY WHATEVER THE COMPANY SAYS I OWE. Otherwise, they say they will keep providing a service I do not want, and continue billing me for it.I am willing to forego whatever they charged my card before the dispute, but I want service canceled and all current charges removed from my account.

  

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        **** ***** Complaint ID *******
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  
  
  We were sorry to hear about our customers surprise to find his account was still billed, despite his belief that services had canceled the services in 2024. 
  
  Upon reviewing the account history and speaking directly with our customer, ******************** determined that misunderstandings occurred on both sides.
  
  To help resolve the matter, Guardian applied a credit to the account balance and assisted our customer in terminating the account.  Our customer indicated he was satisfied with our resolution.
  
  We appreciate our customers patronage and wish him the very best moving forward  If you have any further questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 09/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The representative I dealt with was very professional and responsive.

  I've found that BBB service is an outstanding resource to help resolve issues quickly and fairly. 

  Regards,
  
  **** *****

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In July I called Guardian Protection and asked if they provided video camera service and was told "Yes." I was sent information about the camera that had a five-year agreement term, installation charges and monitoring fees, and with the first notice the installation fee was $100. An agent called and asked did I receive the information, my answer was "Yes, but I did not like the five-year agreement term." The agent began to tell me how they reduced the cost to install the system, and the video camera was what my husband and I were looking for, so I called back and scheduled and appointment for installation.July 28, the tech came out to install the camera, he removed my doorbell camera and asked what I wanted him to do with it. I told him to throw it away--he never told me he was replacing my doorbell camera with a doorbell camera. After the installation and the download of their app to my phone he showed me the area that would be recorded--looked good, but it was the ************************************** and I called Guardian twice and finally an agent told me "It's a doorbell camera." That's not what I asked for, the agent said it was plainly stated in the contract a doorbell camera. I reviewed the contract and saw "camera, video, doorbell wireless", if this contract had not contained video and camera, I would not have signed it. I wrote the company and asked due to the ambiguous language in this contract that it be cancel and my $75 installation charge be refunded along with any other charges for this product--a doorbell camera does not need monitoring. My doorbell camera that Dish Network installed worked well with the protection service that Guardian provided to us, but we wanted a video camera.

  

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        **** ******** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  
  
  We were sorry to hear our customer was not happy with the new video doorbell Guardian installed.  She had believed she was receiving a standard outdoor camera capable of recording longer video clips and continuous footage for one or more weeks.
  
  Upon reviewing the account and speaking directly with the customer, ******************** determined that miscommunications on both sides led to the installation of a video doorbell instead of the expected outdoor camera.
  
  To help resolve the matter, Guardian offered a change to the customers account, which she accepted and confirmed her satisfaction with the resolution.
  
  We appreciate the opportunity to address this concern.  If you have any further questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 09/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:08/26/2025

  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.

  On August 14th 2025, emailed Guardian for service of protection system. No response received. August 26th, 2025. Attempt to call company for cancellation of services. No contact with human despite being on hold for >1 hour, still holding. Contacted representative via chat. "Friday" says they cannot cancel over chat, and I must call. I informed them I have been on hold and that I have cancelled payments. I was informed Guardian will continue to bill despite my attempts and lack of service, and I am responsible for these ********. Having the inability to effectively and reasonably cancel a service is in violation of numerous consumer protections. It is incredibly difficult to remove any dings on credit reports, even if it is false. I want to avoid this upfront and I am documenting call times, chats and emails.

  

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ****** ******* Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and appreciates the opportunity to address his concerns.
  
  We understand our customer experienced difficulty reaching us by phone, was frustrated by the inability  to cancel via our websites chat feature, and did not receive a response to an email he sent  Guardian.  We sincerely apologize for these inconveniences and any frustration they may have caused.
  
  Guardian has experienced issues with its business phone system, most of which have been resolved.  We would like to that our ***************** lines were not affected. For security and privacy reasons, Guardian does not accept cancellation requests via email or website chat.  We require direct communication with a confirmed contract signer to review agreement status, cancellation options,  potential access changes, final billing, and to obtain the necessary written or electronic authorization.
  
  A Guardian representative has contacted our customer to discuss his concerns.  Together, they reviewed the   statuses of his account, monitoring agreement, and security system.  A plan was developed to address the system issue(s) and adjust his monthly service fee accordingly.  Although the initial appointment had to be rescheduled, Guardian looks forward to resolving the issue(s) soon and will  remain in contact to ensure his satisfaction.
  
  We appreciate our customer for bringing these concerns to our attention and are committed to restoring his trust.  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact us at **************.
  
  Sincerely,
  
  Agency Complaint Response Team