ComplaintsforGuardian Protection

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled home monitoring service with Guardian on December 6th, 2023. They continued to bill me and make constant calls to collect monies from December 2023 through February 2024. The representative that contacted me in February for payment of a past due bill. I told him I had cancelled service in December 2023 due to the main camera not working for close to six months. I went through all of their troubleshooting steps, which all failed. They offered to send out a technician but the service fee would be $75 plus $30 for every 15 minutes the tech would be at my home. He eventually offered a flat $75 for the service fee. I refused and told him I no longer wanted the service. I was told I had to sign a "packet" to cancel service; however, this "packet" wanted me to assume responsibility for December and January even though I had cancelled. Guardian called again on March 11, 2024. The representative, Zoey 49165, also insisted I sign this "packet". When asked where on my contract or documentation does it say I have to sign this "packet" to cancel service. She notified me that it is not written anywhere and was just a security measure to insure it was me who was cancelling the service. Despite the fact that I was verified through their system several times Guardian has refused to cancel my service without this "packet".

  

  Business response

  03/27/2024

  
  March 27, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      *** ******** ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to provide a response.
  
  The complainant states she canceled her Guardian services on December 6, 2024 and is upset with the continued billing and phone calls about the account balance.  When she spoke with a representative, she was told she needed to sign a “packet,” but refused to do so because it would make her responsible for the December and January payments, even though she had canceled.  Further, the customer believes there is no language in her agreement stating she needs to sign the packet to cancel service.
  
  Guardian would like to share the correspondence from and to our customer in December 2023.  While Guardian no longer has a copy of the email messages our customer sent through Guardian’s website on December 6, 2023 and December 11, 2023, the full messages were copied into her file.  Please see Attachment 1 to review the content of the messages Guardian received (please note the date/time stamps are when her emails were opened by Guardian and the email text was copied our customer’s file.)  Guardian was unable to cancel services with such a vague request and replied to each email, asking her to call (please see Attachments 2 & 3.)  
  
  Due to the liabilities in this industry,  Guardian requires a written notification from the customer.  Our customer can refer to her Sections  E) Term and Automatic Renewal where the need for written notice is documented.  We would like to note, as of this writing, Guardian is not enforcing the renewal policy and will cancel an account in 30 or fewer days if the initial term of the agreement has been satisfied, but written notice from a contract signer is still required.  Further, when a written request is received, Guardian will still reach out to a contract signer prior to processing the request to verify a master password, confirm they are the author of the request, and verify the cancelation date.   The “packet” is a cancelation form Guardian offers to send for electronic signature as a convenience and memorializes the details of the cancelation.
  
  Guardian continued to monitor our customer’s system and bill her for services beyond December 2023 because she did not call as instructed.  She finally called on February 7, 2024.   Guardian agreed to cancel her services effective February 19, 2024 and emailed her a cancelation form for her signature the day she called.  Her account has since billed two more times, February 20, 2024 and March 20, 2024 due to the lack of a signed cancelation request.  Guardian is willing to cancel the account effective February 19, 2024 and credit the February and March statements and late payment fees on the account provided our customer signs the cancelation packet that was emailed to her on February 7, 2024, but our customer will need to make payment of $114.72 for the December 20, 2023 and January 20, 2023 bills.
  
  Thank you for informing Guardian of this matter, and the need for additional training with our representatives regarding agreement terms. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/01/2024

  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.
  
  As shown on the attached contract between myself and Guardian, there is nothing stating my cancellation of service must be written. Regardless of this fact, I did provide written cancellation which they deemed insufficient despite the fact that Guardian has no language anywhere that states it has to be written. Their own representative stated this also. The contract does not contain any cancellation stipulations beyond midnight of the third day. I believe my notice of cancellation was sufficient and should be honored. My account should be credited and Guardian should stop harassing me with phone calls and email correspondence. I wish NO further communication from this company as they have shown reprehensible business practices in regard to my account. I thank you for your assistance in this matter.

   
  Regards,
  
  *** *******

  

  Business response

  04/02/2024

  April 2, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      *** ******** ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s additional comments regarding her contract and cancelation.
  
  The complainant states there is nothing on her agreement advising cancelation of service must be written and does not contain any other cancelation stipulations beyond the ability to cancel within three business days of the transaction.  She feels her email stating “I would like to cancel this service.  On December 6, 2024 and her email message “I no longer require your company’s services.  They do not work and the price to have someone come and fix your faulty equipment is ridiculously high.  Please cancel my service.  Thank you.” were both sufficient cancel requests.
  
  First, please refer to attached snippet from our customer’s Monitoring Agreement.  It is the section of the agreement we referred to in our first response.  The terms that advise of the requirement to send cancelation requests in writing are highlighted and underlined. Guardian would also like to point out our customer’s Initial Term was not satisfied until January 2024.  This needed to be discussed in order to have both parties in agreement of an effective date of cancelation, in addition to verifying that the request was from our contract signer. 
  
  Had our customer simply followed the instructions in our emails, this matter would have been taken care of in a timely fashion with no billing beyond her Initial Term’s satisfaction date.  Because she did not call as requested in December, or sign the cancelation form we sent her in February, Guardian continues to monitor her system and bill her for the services.  Guardian would also like to note that while her cameras may not be functioning properly, the monitored security devices are working as evidenced by our customer’s continued arming and disarming of the system, including this morning.  Her issue is with a camera that did not reconnect after she obtained a new router.
  
  This morning Guardian resent the Cancelation Form that was sent to her on February 7, 2024 for termination of services effective 2/19/2024.  If our customer signs it by April 12, 2024, Guardian will cancel the services and billing, and credit the February and March bills and late fees that have accrued.
  
  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/02/2024

  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.
  
  As stated before, there is no language that requires a written cancellation of my services beyond the three days indicated on the documents I provided and the documents provided by Guardian. As for my arming and disarming of the system, I had previously set my alarm on an automatic setting to arm and disarm. The service does not work. I requested, in writing, for my system to not be monitored which means Guardian has been monitoring my system of their own accord and without my permission. The system was set to arm and disarm automatically and has not been physically armed by anyone in my household. I failed to cancel the schedule; however, I will ensure that it no longer arms and disarms automatically. Guardian calls me continuously to collect payment but after stating their need to speak to me they never once called. I have satisfied the terms of my contract. I am willing to make the December payment so that it satisfies the full 12 months but nothing beyond that.
  
  Regards,
  
  *** *******

  

  Business response

  04/05/2024

  April 5, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      *** ******** ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s additional comments regarding her contract and cancelation.
  
  While Guardian is in complete disagreement with the complainant, Guardian will use this complaint and associated correspondence as a valid written request to cancel the monitoring of her security system.   The cancelation will take place today, April 5, 2024.
  
  Guardian will accept a final payment of $56.28 to settle this matter.  We encourage the complainant, moving forward, to review all correspondence with her various service  providers and to take necessary action when advised.
  
  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/10/2024

  [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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2023 I was contact by a representative I had worked with in past with Guardian Protection and Brinks Home Security who recommended I change back to Guardian to save money on my home alarm. He had visibility on my Brinks account as he was switching companies and wanted to take our business to Guardian. In June the service was installed and I called Brinks to cancel my plan on the day of installation, June 1 2023. I was told by Brinks that I was still in contract. I texted my sales rep and he said get a copy of the contract and I will pay it. After 6 months of fighting with Brinks for a copy of a contact that they cannot produce, I was released from paying anymore for their services however I was out $378.30. My representative will not repay me as promise. He did send me a Venmo for $99 which I used to get current at one point with Brinks while we figured out the contract issue. I am looking for repayment of $378.30 and to be let free from my Guardian Contract as I do not want to do business with a bad company that employs liars that have dishonest sales people. I do not have the reps name, phone number is ************* his name may be Gary, I know he lives in Vegas and I have worked with him since 2016 for home alarms. Text messages with the sales rep are attached

  

  Business response

  03/13/2024

  March 11, 2024
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ****** ****** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian is a customer-centric organization and values the opportunity to address any concern.    
  
  The complainant has expressed dissatisfaction with her sales representative.  She states her sales representative promised to repay her the monies she paid to Brinks, but only paid her $99.00.  She is seeking repayment of $378.30 in monthly fees she paid to Brinks after the sale, and to be released from her monitoring agreement. 
  
  For background, the complainant’s security system was sold and installed by a representative working for
  Safe N Sound Home Management Solutions (“Safe N Sound”) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with Safe N Sound representative.  Safe N Sound 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 Safe N Sound, until such time that Guardian purchases the account from Safe N Sound.  Guardian does not control any day-to-day business activities or any internal policies or procedures of Safe N Sound, including security evaluations, sales processes, installation practices or any other aspects of Safe N Sounds business and employees.
  
  Guardian is sorry to hear our customer has had a poor experience with the handling of the transfer of her monitoring services.  Unfortunately, Guardian does not have ownership of the complainant’s Monitoring Agreement (attached) at this time, but in an effort to facilitate a resolution, Guardian provided a copy of the complaint, and attachments, to Safe N Sound.  It is Guardian’s understanding that Safe N Sound has agreed to reimburse the customer for the $378.30 she paid to Brinks.
  
  Thank you for informing Guardian of this matter and providing an opportunity to respond.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  03/13/2024

  [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 as long as I receive the payment as promise from Safe N Sound
  
  Regards,
  ****** ******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service in DECEMBER OF 2023. I am still getting bills because they said I did not sign a document that they were sending over. I never was even told to look in my email for a document and I did not. My alarm system never communicated with the central panel and that is why I stopped the service. It never worked for years and did not work. The company was doing nothing for me. I don’t feel that I am responsible for $177 and some odd cents because of a document that I didn’t even know was coming to my email which I never saw.

  

  Business response

  03/05/2024

  March 5, 2024
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:        **** ******* * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address our customer’s issue.
  
  Our customer expressed dissatisfaction that Guardian continues to bill her account when she called to cancel services in December 2023.  She further states she was never told she would be receiving a document in her email and therefore never looked.  Our customer feels she is not responsible for the current balance of $177.96 due on the account.
  
  
  Guardian and many other companies record calls between our representatives and clients, primarily for quality purposes.  It allows Guardian to assess its representatives, ensure quality service and continuous improvement.  Using recorded calls to monitor employee-customer communications enables supervisors and managers to identify areas where growth and training are necessary.  An additional value of call recording is the ability to review communications for a client when a transaction or conversation is disputed, which may lead to a resolution in our customer’s favor.
  
  Guardian was able to review the December 18, 2023 conversation between the complainant and the representative she discussed cancelation of the account with.  The representative said he would cancel the account effective 12/18/2023 and advised a cancel letter would be emailed to her and she needed to sign off on it.  The customer told the representative she would need to document sent to an email address other than the one Guardian had on file.  She provided the new email address, and the representative emailed the document prior to the end of the call.  He reminded her again near the end of the call that she would need to sign it to complete the process and to watch for an email from Adobe Acrobat, confirming it would work similarly to DocuSign.
  
  That being said, the complainant has been a valued customer for many years and seemed to be juggling a number of items at the time.  Guardian has credited the account balance in full in appreciation of our customer’s patronage.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a house in February 2003. I needed security protection for my house, so I contacted Guardian. They came out to the house to put the alarm system in they told me how much it would be so I bought my own security camera for the back they provided to the doorbell and that’s it. They said for the equipment that I had in a panel in the house so they put the equipment that I had it will cost over $2000. I said OK until another alarm company came around that was cheaper and I just had surgery so I was on Workmen’s Comp. so I needed to watch my budget so since this other alarm system company was cheaper, I tried to get a hold of Guardian, could never get a hold of Guardian to tell them that I wanted to go with this other alarm system company they never would answer the phone and when they did answer the phone they told me that I had to stay with them but I asked him did I sign a contract they said they will get back with me next thing I know they send these papers in the mail saying this was my contract with my initials and signature but I’ve never signed any papers. I never signed a contract it’s not my signature I don’t know who wrote this. I’m left-handed on my handwriting is not all that great, and I know my signature that is not my signature, and I can prove it I can send you all types of papers with my signature, and the papers that they sent me was not my signature and I’ve never signed a contract with them. They can’t tell you that I did because I didn’t and I just don’t wanna owe these people. I know I didn’t sign the contract because everything was done over the phone.

  

  Business response

  02/13/2024

  February 13, 2024
  
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
          ***  ****** ******* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customer’s complaint.  Guardian Protection (“Guardian”) values the opportunity to provide response and to clarify this matter.
  
  Our customer contends she changed security monitoring providers for a lower rate, she could not reach Guardian by telephone.  Furthermore, our customer states she does not recognize the signature on the agreements mailed to her, and said she never signed any agreements.
  
  For background, our customer’s account came to Guardian by way of her purchase of the system and services through AAA Smart Home Security (“AAA”), an Authorized Dealer.  All aspects of her sales transaction took place directly with AAA.  Please note that AAA is a separate and distinct company from Guardian, for which Guardian at times performs the sending of electronic paperwork and installation, as well as 24-hour monitoring and related services.  Guardian does not control any day-to-day business activities, sales promotions, or internal policies or procedures of AAA, or any other aspects of AAA’s business. 
  
  Guardian emailed our customer an electronic Monitoring Agreement and an electronic Sales and Installation Agreement (attached) on March 8, 2023 to memorialize the terms of the transaction negotiated by our customer and AAA.  Our customer did not sign the agreements until March 10, 2023.  Because our customer chose to type in her name, rather than draw it, when executing the agreements electronically, the software program chose the font which would not appear the same as her normal handwritten signature.
  
  Our customer received the professional installation of a state-of-the-art touchscreen control panel, two (2) door sensors, one (1) window sensor, one (1) motion detector, one (1) outdoor camera and one (1) video doorbell for just $200.00 in exchange for the 60-month monitoring agreement she signed.  Guardian feels our customer had ample time to review the terms of both the Monitoring Agreement and Sale and Installation agreement prior to executing them.  In addition, she had three (3) business days  in which to cancel without penalty or obligation.
  
  Guardian’s records also show all communication attempts after June 12, 2023 were outbound calls from Guardian to our customer, whereby voice messages were left, to discuss billing and monitoring matters.  If our customer had difficulty reaching a representative during of our Customer Care department, which is open seven days a week, she would have been able to request a call back through the phone menu.

  Respectfully, Guardian is unable to cancel our customer’s account without further payment.  Should she wish to cancel, she is subject to the payment of the past due balance on the account, the collection fees and the Alternate Performance Charge per the terms of Early Termination / Cancelation as outlined in Section 18 of her Monitoring Agreement.
  
  Thank you for providing Guardian with the opportunity to clarify this matter for all parties.  Should you have any questions, please contact Guardian at 1-800-776-832.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  02/13/2024

  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

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to stop being billed for monitoring service. I don't even have a land line phone. Stop billing me. I can't access online, noone answers phone.

  

  Business response

  02/07/2024

  February 7, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:     ***** ***** ********* ** ********
  
  **** *** *****
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint.
  
  Our customer states he wants to cancel his services and billing and cannot reach Guardian by phone or online.
  
  Guardian has no record that our customer called, tried Guardian’s website chat option, or entered a request for a call through our website.  If a customer tried contacting Guardian by phone and there is an unusual hold time, the phone system gives customers an option to request a call back if hold times are longer than they can work into their schedule.  While we have no record of the customer attempting to contact us, Guardian has been leaving messages asking him to contact us for some time now about a possible system issue.
  
  Our customer needs to call Guardian at 1-800-776-8328 between 8:00 AM and 8:00 PM, Monday through Friday, or between 8:00 AM and 5:00 PM on Saturdays to request cancelation of his services.  We will be happy to oblige.  Please note our customer will need to provide his verbal password in order for his request to be processed.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been a customer with Guardian since 2008. In 2019 when I got divorced I wanted to take my ex wife's name off the account. It was a simple name transfer. I stayed in the house and she moved out. Guardian would not allow me to do this without upgrading one piece of equipment. I stated repeatedly that I did not want this new piece of equipment, that everything worked fine, I simply wanted a name change. If the system worked as is why should I need this? So they forced this equipment on me with what supposed to be a 3 year contract. Several months ago now I called to cancel this account. They informed me since I was a new customer I'd have to wait until the end of the contract. What was supposed to be a 3 year contract they have listed as a 5 year contract. Also, they treated me as a new customer instead of one who's had service at this address since 2008. In summary they forced equipment on me and mistakenly list me as a new customer with a 5 year contract instead of what was supposed to be a 3 year contract. I've spoken with them over and over again with no resolution. They continue to harass me with phone calls even though I've repeatedly told them to stop calling me. They continue to run up a balance on an account that is supposed to be closed and have threatened to turn me into collections.

  

  Business response

  02/13/2024

  February 13, 2024
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:        **** ******* * ********* ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint.  Guardian values every opportunity to research and resolve our customers’ issue(s).
  
  Our customer stated he contacted Guardian in 2019 to have a name change done on the account when he went through a divorce.  He stated he was not able to have a simple name change performed and was required to upgrade a piece of equipment and sign a new agreement.  He advised he called several months ago to cancel the services and was surprised to find he had a 5-year agreement rather than a 3-year agreement as quoted in 2019.  Our customer has requested Guardian to close his account with a $0.00 balance.
  
  A thorough review of our customer’s account was performed upon receipt of this complaint.  Guardian’s records indicate Honeywell’s support for our customer’s existing cellular communicator would be ending in the near future and if it became unenrolled, it would not be able to be reactivated.  The cellular communicator needed to be upgraded to prevent a disruption in services for our customer.
  
  While Guardian no longer has a copy of the call between our customer and the representative he spoke with, the cost of the upgrade would have been able to be waived with just a 36-month term.  Guardian therefore agreed to cancel our customer’s account and credit the current account balance to $0.00 and notified our customer of such.  The necessary paperwork to terminate the services has been executed and the account balance has been credited.
  
  Thank you for bringing this matter to Guardian’s attention.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  02/13/2024

  [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

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an option of 1 year, 3 year or 5 year agreement of service. Neither changed the Down payment or monthly payment. Now trying to move they are saying I would owe almost $1,500.00 do to equipment cost and technician time to install the equipment. I asked how because my down payment and month payment did not change no matter which term I picked so that should already be paid for. She couldn't explain why that doesn't change yet I still owe the money. I request the business to be ethical and not charge me the additional amount because I have had the service for a year.

  

  Business response

  01/29/2024

  January 29, 2024
  
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ******* ******** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address any concern.    
  
  Our customer states he was offered the option to sign a 1-year, 3-year or 5-year agreement and the term he chose had no impact on his sale price or monthly fee.  Our customer signed a 5-year agreement and states he is only learning now that the term length impacts the calculation of his early termination fee.
  
  We apologize for the delay in responding to our customer and the BBB; we needed to fully research the sales options at the time our customer was installed.  We found our customer is correct with having the option to sign a 3-year or 5-year monitoring term with no added discounts for the longer term.  Please note Guardian did not offer a 1-year term for installation, but the customer’s warranty was for one-year to match his builder’s home warranty.
  
  Guardian reached out to our customer to share the finding and has emailed our customer an Addendum to document the change to the initial term of his Monitoring Agreement.  Guardian also reviewed other options to paying the Early Termination Fee in the event he does sell is home.
  
  Thank you for advising Guardian of this matter and seeking a further review of his account.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Guardian Protection has provided us with a home alarm system for many years. In July 2023 the alarm system malfunctioned and activated. I requested by phone that Guardian silence the loud alarm, They offered to send a technician out within a day or two, which I would have had to pay for. I informed them that I needed immediate help to silence the alarm. They did not provide me with any help. I removed the panel and disconnected the wiring in order to silence the loud alarm. I informed them that I was canceling service because they would not assist me. I was told that my contract was in effect through 12/2023 and I would have to pay (enrolled in AutoPay) thru 2023. On 01/04/24 I phoned them to ensure they would not continue billing. They requested I sign a form. I then informed my bank to remove Guardian from AutoPay. About 01/10/2024 I received a letter stating there was a $20.00 fee. On 01/17/2024 Guardian informed me by phone that they were billing me for January 2024 plus $20.00, totaling $56.28. They are billing me for January even though I am no longer a customer and they are not monitoring. Alarm system has been disconnected since July 2023.

  

  Business response

  01/22/2024

  January 22, 2024
  
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      ******* ******* ********* ** ********
  
  **** *** *****
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to provide a response.
  
  Our customer is disputing the need to make payment of the $56.28 balance on his account.  In addition, he states Guardian did not provide him with any help on January 23, 2023 other than to offer to send a technician in a day or two. 
  
  Our customer contacted Guardian on July 24, 2023 about system trouble issues, and again on July 25, 2023 to discuss cancelation of his account.  Due to time remaining on his agreement term, the customer opted not to pay off the remaining months and cancel the account at that time.  Therefore, the account continued to bill.
  
  Our customer called on January 2, 2024 to check the billing, assuming the account was canceled at the end of the monitoring term.  Due to liabilities, monitoring agreements auto-renew and cancelation requires a cancelation confirmation letter signed by an agreement signer 30 days prior to the requested cancelation date. Our customer’s initial monitoring term ended December 31, 2023 and auto-renewed on January 1, 2024 on a month by month basis. Our customer called on January 2, 2024 to cancel services and was quoted the balance due of $36.28 as their final payment.  Because the customer canceled the auto-payment service, a returned payment fee of $20.00 was later assessed.
  
  Guardian was able to listen to the calls between our customer and representatives on July 24, 2024 and July 25, 2023.  The representative our customer discussed his agreement and cancelation with on July 25, 2024 did neglect to advise the customer that if he wished to cancel at the end of the term, he would need to call 30 days in advance of the term’s end date to stop billing effective the end date.  For this reason, Guardian has credited the balance due of $56.28 and the account now has a $0.00 balance.
  
  Guardian would also like to respond to our customer’s statement that Guardian did not provide any help on July 24, 2023.  First, Guardian would like to note the customer’s system was installed by Shelterguard, Inc., and Guardian does not have any copies of their installation paperwork.  The customer advised the technical representative that his keypad was beeping, displayed a list of trouble condition, and was unresponsive to any of his commands. The unresponsive keypad limited trouble shooting attempts, leaving the only choice to silence the beeping to power the system down.  The panel our customer has is usually powered by a transformer plugged into an outlet.  Our customer could not locate a transformer for the panel.  The representative offered to connect to our customer’s cell phone camera to view the area and try to further assist in finding the source of the system’s power, but our customer declined.  The representative offered a next day service appointment for a co-pay per his agreement, and an on-call service call that evening at on-call rates, but our customer declined.  On July 25, 2023 another representative offered to send a technician, but again the customer declined.
  
  
  Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  01/23/2024

  [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

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our family recently built a new home. During the new build process we were asked is we want to instal guardian security monitoring at our residence. Long story short, we were sold something that we thought was much more robust and offered more advantages then what we thought. However, our biggest concern is that we thought there was only an installation fee and not a monthly services fee. Let alone being locked into a contract for 5 years. These items were not communicated to us in any way besides when we signed the incredibly long, multiple page purchase contract. This company is incredibly deceiving. As a result, we pay $60/mn for a service we get 0 use from and are locked into this for 5 years. Again, this was not communicated to us in any way by the sale man. When I tried cancelling services they said they were not able to do that. I said I was more than happy to pay for the installation fee as we did agree on that but I was completely unaware of the monthly service fee of $60/mn which I would’ve never signed up for. That is absolutely ridiculous.

  

  Business response

  01/03/2024

  January 3, 2024
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      **** ********* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address our customer’s statements.    
  
  Our customer has expressed dissatisfaction with his security system, which he thought would be more robust, and was surprised to learn he had entered into a 60-month monitoring agreement, stating the terms of the monitoring agreement were not communicated with him.  He is disputing the amount of $3600.00 which matches no sale, installation, or monthly service charges, nor the early termination fee quoted by Guardian.
  
  First, Guardian would like to note the system is as robust as the customer’s investment.  To date, the customer has a basic security system with an automatic garage door opener, both of which can be managed and controlled remotely.  The customer paid just $365.00 for the installation in exchange for the 60-month monitoring commitment he entered.  His monthly service charge is just $49.99 before tax.
  
  The system can be expanded upon, with the purchase of additional devices/services, including intrusion sensors, life safety devices such as monitored smoke detectors and carbon monoxide detectors, flood and temperature sensors, home automation devices and alarm.com video devices. 
  
  With regard to our customer’s claim that the terms of the agreement were never communicated, Guardian references the attached electronic agreements executed by our customer.  The very first page of the electronic paperwork presented to our customer by their sales representative points out important terms of the agreement before the customer ever clicks on Next or Start to begin reviewing, initialing, and signing acceptance of the details.  The cover sheet is also present on the final, executed copy of the paperwork which is immediately emailed to both Guardian and our customer. 
  
  In addition to the cover sheet highlighting a few of the important terms, you will see our customer had to review and initial a number of important statements about the monthly service charge, possible permit requirements, initial term and automatic renewals, and their consent to a credit report.  Our customer also initialed his acknowledgement of his right to cancel in the monitoring agreement and on the separate Notice of Cancellation form.
  
  Our customer had a system installed for a nominal fee only after the execution of the 60-month monitoring agreement.  Guardian has an investment in the home that Guardian recoups over the course of the monitoring term, while providing services.  Our customer also has the ability to enhance the system in many ways and can contact Guardian’s Loyalty Department to discuss options.  If our customer decides to terminate the agreement early, he may do so per the terms of Section 18. EARLY TERMINATION / CANCELATION in his monitoring agreement. 
  
  Thank you for bringing this matter to Guardian’s attention and providing an opportunity for Guardian to respond to our customer’s statements.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  01/03/2024

  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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff DC. Consumer states on Sept 27 an agent came to her home to demonstrate a security system. It was supposed to view the front yard, the driveway to the street and the garage in the back of the house. It is supposed to alert her to any activity. The phone will not pull up the information. She called again and they came out and it didn't get it corrected. They installed another door bell and it still isn't working. They never discussed she had the contract for 60 months. She called today to discuss they didn't know they had a contract for 60 months and they would send out a technician and would cost some money and didn't divulge to her the dollar amount.

  

  Business response

  12/12/2023

  December 12, 2023
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ******** ****** * ** ********
  
  Dear Better Business Bureau: 
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint.
  
  Guardian appreciates the BBB presenting an opportunity to address our customer’s concerns.  However, when a representative of Guardian’s Agency Complaint Response Team was finally able to reach the customer, she was told they did not wish to discuss their account and contacted a lawyer.
  
  Sincerely,
  
  Agency Complaint Response Team

*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. ↩