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

  2557 Route 130 Ste 2 Cranbury, NJ 08512

• 

  Guardian Protection

  7710 First Pl Ste H Bedford, OH 44146

• 

  Guardian Protection Services, Inc.

  4013 Vincennes Rd Indianapolis, IN 46268

• 

  Guardian Protection Services

  230 Great Circle Rd Suite 210 Nashville, TN 37228

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: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:08/20/2025

  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.

  On September 4, 2023 our home was totally destroyed by a fire at approximately 1.30A.M. while my wife and I were asleep. We managed to escape unharmed but lost everything we had. We had Guardian Protection Services system in the residence for 13 years, yet on the night of the fire, despite being properly armed and multiple audio alarms going off ( video evidence from Ring camera confirms) Guardian never contacted us nor any emergency services. The exterior door ingress/ egress trespass alarm sounded first as I raced outside to investigate the source of the fire without disabling the alarm. That should have triggered the initial response from Guardian. It did not. After several minutes the smoke alarms went off because by now the fire was sending smoke into the house. This should have also triggered a response from Guardian and it did not. Precious minutes were lost as we were trying to escape with our lives, pet, and few belongings we could gather before we realized Guardian was not going to notify us or any emergency services service and we called 911 ourselves. We never heard from Guardian until 24 hours after our house burned down and received a robocall informing us that our system was offline.Despite contacting Guardian they never reached out to us, never investigated the cause for their multiple system/ service failures, never offered any resolution/ compensation or follow up. Had we perished in the ****** nobody would have been any wiser, and Guardian could not have cared less.We contacted Guardian again in 2024 to no avail and again in 2025. Only when we demanded a full refund for 13 years worth of monthly payments for a system/ service that failed at the most critical point did we hear back. Their response was that they never received any signal of an alarm despite the fact we have video evidence of multiple alarms activated ( smoke and door). We have photos that the alarm panel was not damaged during the fire.Potentially fatal breach of service.

  Customer Answer

  Date: 08/25/2025

  The complaint against Guardian Protective Services arises from a house fire on September 4, 2023 at ***************************************** at approximately 1:30 A. M.
  The house and contents were a total loss and my wife and I fortunately got out but with only the clothes on our backs.(Photos of the residence before , during and after the fire available.)
  Despite the fact that the system was properly armed by the homeowners (us), and both the smoke alarms and door ingress/ egress alarms were activated and sounding ( confirmed by Ring camera video, available), Guardian never responded by contacting the homeowners or any emergency services.
  The homeowners never heard from Guardian until 24 hours after the disaster when a robocall was received from Guardian stating that the security system was offline. The homeowners notified Guardian and informed them that the residence burned, was a total loss, and Guardian failed their responsibility to contact the homeowners during the emergency or  provide a call to any emergency services.
  A Guardian spokesperson said they would look into the matter and get back with us. Guardian never investigated the issue, never sent an investigator to the residence, and repeated attempts by the homeowners to receive a satisfactory explanation of how this could occur have gone unanswered until near 2 years later when we demanded an answer or take further steps to secure a settlement. Only then did a spokesperson contact us and say Guardian never got a signal from your house on the night of the fire. The communication line must have been disrupted.
  However, they never investigated. Never cared enough to send someone out to understand what might have happened. Two people could have died yet Guardians dismissive attitude and lack of concern for the homeowner or the failing of their product / service did not warrant even a phone call to the homeowners to understand what happened or how the homeowners were managing after losing everything.
  The homeowner took clear photographs post-fire of the unscathed Guardian terminal/ communication box (available) and have video evidence of the internal alarms activated during the initial phase of the fire. The blanket statement that Guardian did not get a signal from the homeowners residence the night of the fire , without investigation as to why (if that is true at all) and lack of concern as to why their system failed is not just disturbing, but negligent to the point of unethical and possible fraud / breach of contract in the homeowners opinion.
  The homeowners have requested compensation for all prior years (13) payments to Guardian plus interest along with minor compensation for failure to provide protection as contracted, professional negligence for zero investigation of their failed product and lack of concern for the affected party.
  Thank for your investigation into this situation.
           Sincerely,
                ******* and ****** *****

  

  Business Response

  Date: 09/10/2025

  September 10, 2025    
  
  BBB of ********************
  ************************
  *******************************; 15106
  
  RE:        ******* ***** Complaint ID *********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding ******* and ****** Dennys complaint to us.
  
  Guardian Protection would initially like to express its sincere sympathy for the loss that the Dennys experienced as a result of the fire at their home on September 4, 2023.  We understand how impactful and difficult such an event can be.
  
  After reviewing this matter, however, we explained to the Dennys that we are unable to accommodate their refund request.  The Dennys complaint acknowledges that the alarm system was functioning properly immediately prior to the fire but then proceeds to make only unsubstantiated and conclusory allegations of legal liability in an effort to support the payment request.  Guardian respectfully disagrees with these allegations and liability claims.
  
  Guardian wishes the Dennys the very best moving forward and appreciates the opportunity to respond to their complaint.
  
  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 09/11/2025

  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:08/16/2025

  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 first noticed accounts discrepancies a few months ago. When logging in through the app or a link in a Guardian email, Id receive different balance information. On July 21, 2025 I contacted Guardian to inform them my account was crossed with another customers account. I informed ******************** that I could access ALL of the other customers personal account information when I used my own login information through a link in an automated email Guardian send regarding billing. Before realizing it wasnt my account, I even made changes to the other customers payment information thinking it was my own. I was bounced around from one customer representative to another, was told the billing office would need to fix, and ultimately told the technical team would need to assist. Later, I was told by the tech that Guardian could NOT duplicate the login issue and did not see any problems with the account. They told me to send an email with screenshots of my login all the way to where I noticed the problem. That email with screenshots was sent on July 22nd to Guardian customer care. As of today, I have yet to receive a response from Guardian. No one has reached out or tried to resolve the issue. My account is still crossed with the other customers account. I find this issue and lack of company response to be unprofessional, extremely concerning and a total privacy issue.

  

  Business Response

  Date: 09/03/2025

  September 3, 2025       
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ******* ******* Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ****************************. **********************.  As a customer-centric organization, ******************** appreciates every opportunity to address and resolve customer concerns.
  
  Our customer reported that upon logging in to her ************* account, she was able to view information associated with another Guardian customer.
  
  ******************** is deeply committed to protecting customer privacy and data security.  We sincerely apologize for the delay in responding to our customers concern.   Her email with her screenshots of the issue was inadvertently misdirected, delaying  our response.
  
  Once the email was located, a Guardian representative launched a thorough investigation in collaboration with our Information Technology (IT) Department.  A series of diagnostic reports were run to determine if the issue was limited or widespread.  After reviewing all relevant data for both customers,no shared credentials, overlapping data, or system anomalies linking the two accounts were found.  Additionally, the IT Department found that the login links used by our customer were functioning properly.  The other account holder whose information was involved did not report any issues.  Based on these findings, it appears the issue was an isolated data corruption during the login. 
  
  In an effort to resolve the issue and restore the security and privacy of both customers, ******************** deactivated our customers previous login and had her perform a secure re-registration process. This updated process offers enhanced protection compared to the original registration method used years ago.  Guardian remains in touch with our customer while she tests all points of access to her account. 
  
  We thank our customers diligence in following up on this issue and allowing us to fully investigate and resolve it.  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 09/03/2025

  [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:08/15/2025

  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 been using Vintage Security, now Guardian Protection, to monitor my home since 2014. I have recently sold my home (settlement on 8/21/2025) and today (8/15/2025), I called Guardian Protection ************** to terminate my monitoring service. They were able to discontinue my monitoring service as of today, but informed me that I have three more years remaining on a five year contract due to having upgraded key panels (2) installed in 2023 (their recommendation). NOTE: I am currently paid through November 30, 2025 for monitoring service although it was stopped today. I was not offered any refund for the remaining 3 1/2 months. When the upgraded key panels were suggested and installed, I was not aware I was committing to a five year service contract. In order to early terminate the contract, I will have to pay $1,276.65. I would like to know if you can help me resolve this issue. I would have definitely kept the outdated working key panels if I knew I had to commit to a five year contract. Thanks in advance.-*******-

  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ******* ***** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for advising Guardian Protection Services****** (Guardian) of the above-referenced complaint.  Guardian appreciates the opportunity to address our customers concerns, and to clarify the options to resolve his issue.
  
  Our customer advised he has sold his home, and Guardian is continuing to bill him for the remaining unpaid 36 months of his 5-year agreement.  Our customer also stated he was not aware he was committing to a five-year contract when having his keypads upgraded as recommended.  He is disputing the need to pay an early termination fee of $1276.65 to cancel his account.
  
  For background, our customers original installation of a security system, as well as the 2023 system upgrade were performed by Vintage Security (Vintage), a company Guardian acquired and whose accounts ******************** started monitoring and servicing in January 2024.  The sale and installation of the upgrade were performed by Vintage.  The upgrade would have been recommend because the manufacturer of our customers original system ceased manufacturing security equipment in 2018, and most replacement parts were no longer available by 2022. 
  
  The Vintage agreement shows an IQ Touchscreen control panel valued at $300.00 and a remote touchscreen arming station valued at $195, were installed for just $95.00. The agreement also indicates no trip or labor fees were assessed for the installation and configuration of the new control panel, including the tying in of existing security and home automation devices.  The equipment discounts, and waiver of trip and labor fees, were granted in exchange for the 5-year monitoring commitment.
  
  The Dropbox paperwork audit (last page of the attachment) shows the Vintage representative signed the  agreement to the customer for review and execution on 10/17/2023 at 4:14 PM UTC.  The agreement was then immediately emailed to our customer.  Our customer did not initial and sign the agreement until 10/18/2023 at 9:14 PM UTC, one day and five hours after it was emailed to him.  Our customer had ample time, and no pressure from an on-site sales representative, to review the agreement and raise concerns rather than sign it.
  
  While the Vintage agreement does not provide alternatives to paying an Early Termination Fee to settle the agreement and account, ******************** did provide options to our customer.  If the buyer of the customers home subscribes to ******************** for monitoring of the security system, Guardian will cancel the agreement/account the day the new owners service was activated with Guardian. Another option quoted to the customer was the relocation of ******************** to a new home, provided it was within Guardians service area.  Our customer indicated to a ******************** representative that they are in temporary housing.  The representative advised that Guardian would continue billing the existing agreement until a relocation was completed,but we offer a move-in delay program.  Under this program, Guardian would credit back up to 6 months of payments made between the sale of the old home and activation of service at the new home.  Guardian can make an exception to this policy from time to time and would be happy to offer to credit up to 12-months of payments made until the customer moves into a more permanent home.
  
  Guardian encourages our customer to take a few weeks to consider the alternatives to paying the Early Termination Fee.  This pause would provide an opportunity to see whether the new property owners reach out to Guardian and subscribe to our monitoring services.
  
  Thank you for the opportunity to address this matter.  Should you have any questions,please contact Guardian directly at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 08/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was able to locate the e-signed contract, but I still disagree with premise of upgrading was my only option.  If I was told upfront that the upgraded equipment would lock me into a 5-year contract (which appears in small print on the contract), I would have sought another security company, installed my own system or terminated at that time.  I am a Software Architect and installing my own system would not have posed a challenge.  The family went with the original company, Vintage, and subsequently Guardian Protection, under the impression payments will continue to be month-to-month and termination can occur at any time.  At the time of the upgrade, I had been a customer of Vintage/******************** since December 2014.  I would appreciate some relief of this debt.  I do not want to do any business, now or future, with Guardian Protection.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:08/13/2025

  Type:Order 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 been trying to contact guardian to cancel my contract since June. When you select "keep my place in the queue and call me back", you never get a call back. You cannot use chat or email or your online account. You have to speak with a human.I have called numerous times, with wait time over an hour to talk to a "loyalty" specialist. They continually try to sell a new system with a contract. I have requested a supervisor return my call. They have not yet done so. I have requested the installer code to my 20 year old system so that I can install a replacement sensor for my window. They refused to honor my maintenance agreement since the sensor wasn't an operational issue, but no longer fit the new window. I have a new sensor in hand that I cannot install without an installer code. They offered a "service" for $140 to come to my house and install a sensor for me. I purchased the equipment from the previous company. The customer service from ********************** is horrible. I continue to receive bills, now with interest. I want my monitoring cancelled with no fees (I am not in a contract). I want the installer code for my system. I do not want to pay any additional charges, since I have been trying to cancel service.

  

  Business Response

  Date: 08/18/2025

  August 18, 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 resolve any concerns ****** to our attention.
  
  Our customer expressed frustration with reaching Guardian to cancel her account and stated she has been trying to do so since June. She also is unhappy Guardian would not supply her with a new window contact under her service plan, nor would we provide the installer code to the customer to install the new window sensor herself.
  
  Guardian first received a call from our customer on June 4, 2025 to discuss reducing her monthly fee.  A representative returned her call within 30 minutes, but our customer did not answer.  Our customer called again on June 30, 2025 to discuss a service issue and the desire for a lower rate.  A representative returned her call within a few hours and offered a lower monthly fee and installation of a new window sensor at no charge with a new agreement term.. Our customer advised she would call back after discussing the offer with her husband. 
  
  Our customer called ******************** again on July 24, 2025 after she was unable to obtain proprietary information  through Guardians website chat.  She spoke with a representative about a rate reduction then declined the offer as she could not afford it.  She was also upset she had originally been quoted time and material rates to replace her window contact, stating her former provider would have replaced it at no charge after she replaced her window.  The representative reviewed that the agreement with her former provider is the agreement Guardian was enforcing,and the Maintenance Plans  per Section 30.I did not cover replacement equipment resulting from Damage resulting from accidents, commercial power loses, surges or brown outs, static discharge,effects of salt air, naturals causes, lightning, alteration, misuse, tampering and abuse. The customers replacement of a window was an alteration and therefore not covered by her repair agreement. The representative provided her with the part number for her systems cellular communicator later that day, as asked, but not the serial number as we did not have it on file to our knowledge.  Our customer did not request cancellation of her service at this time, but said they were still considering switching to another provider.
  
  Our customer called again on August 11, 2025 requesting cancelation of her account,the systems proprietary installer code and the ************************** Equipment Identity) number for her systems cellular communicator.  The representative she spoke with would not provide either number.  Per our customers agreement, section ***** states Title to the Communicator shall remain at all times in Company   And respectfully, while our customer may be technically proficient and capable of installing a new window sensor they purchased elsewhere, Guardian declined to provide the installer (programming)code due not only to the sensitivity of the proprietary information, but also to prevent unauthorized tampering or programming errors that could result in the system not working properly during an intrusion or fire, resulting in theft, property damage, injury or worse.

  Our customer requested a call back from a supervisor.  The supervisor, who had been out of the office, returned the customers call on August 14, 2025.  He provided the **** number for her systems cellular communicator an alternate number to the installer code.  The customers account was processed for cancelation effective August 14, 2025. 
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/19/2025

  
  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.

  I was finally able to cancel the account. They said they would change the installer code, I have not been able to verify it.  I did receive the IMEI.

  The quotes from the contract above are not accurate.  My system was purchased over 20 years ago through the company they purchased.  I never signed a new contract with guardian.

  The supervisor finally called after having to call a 2nd time after 48 hours had passed, they had said ***** hours.  I am thankful that this has been completed!

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

• Initial Complaint

  Date:08/08/2025

  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.

  I have fulfilled the time allotted on the contract to pay for services and the company continues to bill me for a system that has been disabled. I have called the business and the link for cancel subscription is not manned for an answer and just rings. There is not a link in the website to cancel services.

  

  Business Response

  Date: 08/18/2025

  August 18, 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 resolve our customers issues.    
  
  We understand our customer had trouble reaching us by phone, and we sincerely apologize for the inconvenience.  We have identified the issue in our phone system and working to resolve it.
  
  A Guardian representative reached out to our customer and processed their request.  The account is canceled with a $0.00 balance.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/28/2025

  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.

  Following an assessment by a Guardian sales **** I signed an agreement with Guardian for security services on 7/8/2025. Cost - $20, + 36-month agreement @ $49/month with autopay. He also mentioned that cancellation was possible within a certain number of days following activation of service. Initial service activation date for my service was set for July 14th. 7/14 - tech missed the appointment window, was rescheduled for July 22nd. 7/22 -during set-up, the tech noted that the 2 smoke detectors were old and beyond their use life and would need to be replaced but since it was an older system, he did not have replacements, they would need to be ordered @ $150 each. Then completed set up noting everything was in working order. .7/23 -I got a notification from the system that the motion detector was malfunctioning. I called Guardian support and was told that since my system was an old version, it would need to be replaced at a cost of $90. I asked whether there was a newer system that could be used, to address continued older system issues, was transferred to Sales and provided a quote for upgrading the system of $299, plus a 60-month contract at a monthly rate of $49 with autopay.Since the initial assessment that I got from Guardian did not provide any indication of needing to replace smoke detectors at $150 each as well as potentially other equipment, or to upgrade to a newer system for $299 with a lengthier contract agreement, demonstrating false advertising. Also, making people sign agreements with a fee-free cancellation period that closes well before services are even initiated is an unfair and deceptive trade practice. I tried, in good faith, to cancel my service with Guardian within 5 business days of service activation and my discovery that what they had said to be providing was not what they would be providing in actuality. The company instead is suggesting I pay the additional money to upgrade the system, or an early termination fee of $1,134.

  

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ********************
  ***********************
  ********,*******; 15106
  
                  RE:        ******** Preware Complaint ID ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, **** (Guardian) acknowledges receipt of our customers complaint and appreciates the opportunity to respond and assist.
  
  We sincerely apologize to our customer for her sales experience.  Upon review, we recognize the initial consultation and assessment did not meet our standards.  She should have been clearly informed that the control panel in her new home was obsolete, that the smoke detectors may have expired and required replacement, and that a thorough discussion of the pros and cons of upgrading the system should have taken place.  Additionally, the sales representative should have reviewed the agreement terms in detail, including the 3-day rescission period.  We regret these oversights and are reinforcing our commitment to quality by providing additional training and coaching to the sales representative involved.
  
  To help make amends for our customers experience, ******************** presented two options.  First, we offeredat no chargeto replace the obsolete control panel, smoke detectors,and motion detector, and to provide a service plan covering both new and existing equipment for the duration of her agreement.  Alternatively, we offered a discounted early termination fee should she choose to cancel her account.  Our customer accepted the offer to upgrade her system at no cost, with no changes to her monthly fee or the term of her monitoring agreement.
  
  Guardian again extends our sincere apologies and thanks our customer for highlighting areas where we can improve.  Her feedback is helping us enhance our service for future customers.
  
  If you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  
  Agency Complaint Response Team
  Guardian Protection

  Customer Answer

  Date: 08/15/2025

  [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,
  
  ******** Preware

• Initial Complaint

  Date:07/25/2025

  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 am unable to cancel my service in a reasonable manner:1) The Guardian website (***********************************) does not have the functionality to cancel services 2) The chat function on the same website does not let you cancel but directs to a number (800-776-8328)3) The agent on the number above did not have the authority to cancel services and referred to their "Loyalty department"4) ********************** has a wait time of 1+ hours (called the number twice)5) ********************** did not call back after I left call back information (twice)I want to cancel services as of 7/25/2025. I am not under contract.

  

  Business Response

  Date: 08/01/2025

  August 1, 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 resolve our customers issues.    
  
  We understand our customer had trouble reaching us by phone, and we sincerely apologize for the inconvenience.  We have identified an issue in our phone system and working to resolve it as soon as possible.
  
  Guardians records show a representative from the Loyalty  Department did return the customers call on July 25, 2025 after he had submitted this complaint.  His request was processed that date. His account has been canceled without further penalty or obligation.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/04/2025

  [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:07/14/2025

  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.

  Guardian installed into a newly built house, everything works great for 6 years. Our panel refuses to reboot, guardian offers to send out a tech to troubleshoot it cost $75.00 +$30.00/15 min. We chose to cancel their service. We cancelled a few days after bill was posted. We expected a prorated amount. Apparently they don't prorate bills. You have to pay the entire amount regardless of time used.

  

  Business Response

  Date: 07/14/2025

  July 14, 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 provide a response.
  
  The complainant states he expected a prorated final bill because they cancelled services.
  
  Guardian is sorry to hear our customer had an issue with his system, which no longer has an extended service plan.  Guardian would have been happy to discuss and quote and upgrade of his obsolete touchscreen control panel and provide a new repair plan.
  
  Although Guardian no longer enforces automatic renewal terms, a 30-day written notice is requested prior to cancellation.  This practice aligns with industry standards,as Guardianlike many monitoring companiespays vendors in advance for services that support several provided features.  While the standard notice period is 30 days, Guardian has accommodated an earlier cancellation.  Guardian canceled the billing effective July 26, 2025, the end of their billing cycle, foregoing charges that would have otherwise extended through August 2, 2025.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincer
  Agency Complaint Response Team