Security Systems
Guardian ProtectionHeadquarters
Important information
- Customer Complaint:The BBB of Western Pennsylvania processes complaints for all of Guardian Protection from throughout the United States since the company is headquartered in the Western Pennsylvania service area.
Complaints
This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 154 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/14/2022
Type:Service or Repair IssuesStatus: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 signed up for Guardian Protection Services when I bought my first home last year on October 31st 2021. The technician who installed the equipment failed to tell me that I needed a new Transformer until after he was done installing the equipment. He explained that the equipment would not work right without a new Transformer. I informed him that I would not have had him install it if I had known that prior. Besides that, once the system stopped working properly, I called Guardian services to come and fix it. They informed me that they only had morning slots and evening slots between certain hours. I explained that I worked 6 days of the week during the hours that they had given me. I asked them to set a specific time slot, and that I would take a day off work to be there. They refused to give me a specific time slot, saying that the technician has other customers, and so they couldn't guarantee to be there at a certain time. Work got so busy, that I let it go for months without the system working, while still paying each month for the services. Recently in September, I called them and explained that my system was still not working and begged them to have a technician come out at a specific time slot when I can be there. This time, after many aggravating phone calls , they finally worked with me and had a technician come out to replace the doorbell which got shorted because of the bad Transformer. I was informed that this visit would be free because it is under a year and it is covered under the warranty. Today, October 13th, 2022, I was informed that I have a $75 balance on my account from a co-payment for the technician appointment. This was not explained to me prior to the technician coming out, instead they told me the visit would be at no charge.Business Response
Date: 10/19/2022
October 19, 2022
BBB of Western Pennsylvania
Attn: ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
RE: **** ******** * ********* ** ********
**** *** *****
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 has disputed the
service charges assessed for a service call to replace her doorbell, as well as
the fact the technician who installed the system had informed her at the time
of installation that her existing doorbell transfer would need replaced
(upgraded). Our customer has asked to
cancel the services without the need to pay a cancelation fee.
Guardian performed a thorough
review of our customer’s account before contacting her to discuss her grievances. Guardian found that our customer’s
transformer met the video doorbell manufacturer’s specifications, but the voltage
being supplied was just enough and if the system was taxed, her transformer may
not be able to consistently pass the proper voltage to her doorbell. This would result in inconsistent performance
of the device. Guardian was able to
ascertain the video doorbell did work during the past 11 months when reviewing
saved video clips dating back to November 2021, but we are not able to
determine how consistently it performed. Guardian also found the service co-pay was
quoted when the service appointment was scheduled in September.
Guardian also found that
communications between our customer and Guardian’s technician and customer care
representative could have been clearer, leading to a better experience from the
time of installation. A liaison with
Guardian’s loyalty center reached out to our customer to advise the $75.00 service
co-pay would be credited as well as one month of service. While our customer did have her doorbell
transformer upgraded, Guardian’s liaison noted there was still an issue with
the connectivity of her video doorbell with her internet router. Our customer had time to troubleshoot the connectivity
issue. She was able to move her router
to another location in her home where the signally gain was remarkable and should improve
the performance of her video doorbell . We truly hope all issues with the video
doorbell have now been resolved and the moving of her router did not impact the
performance of other wi-fi devices in
her home.
Our customer indicated she
was satisfied with the resolution provided by Guardian. We thank her for her patience and patronage, valuable
feedback about her experience, and willingness to continue collaborating with
Guardian in order to resolve the issues. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamCustomer Answer
Date: 10/22/2022
[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 ** ********* and find that this resolution is satisfactory to me.
Regards,
**** ********Initial Complaint
Date:10/12/2022
Type:Service or Repair IssuesStatus: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 protection will not offer a provision where I am not being audio recorded for a phone call.Business Response
Date: 10/13/2022
Thank you for forwarding the
above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian
values the opportunity to address our customer’s concern.
Our customer expressed dissatisfaction
that Guardian does not offer a provision whereby he can speak with a
representative without having the call recorded.
The primary
reason Guardian and many other companies record calls between our
representatives and clients is 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
of growth and training for employees on an individual, team and company-side
level. An additional value of call
recording is the ability to review communications for a client when a
transaction is disputed, which may lead to a resolution in our customer’s favor.
Guardian
recognizes its customers have the right not to consent to speaking with its
representatives on recorded lines. Unfortunately,
the representatives do not currently have a mechanism in to turn off the
recording feature on an individual call basis.
We want to thank our customer
for his patronage and feedback. Should you have any questions, please contact Guardian
at ###-###-####.
Sincerely,
Agency Complaint Response
TeamInitial Complaint
Date:09/23/2022
Type:Order IssuesStatus: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 purchased a house that had a Guardian Security System already installed in February 2020. I called Guardian amd the individual I spoke with told me the rate would be $45.99/month on a 24 month contract. I was finishing my dissertation and knew I'd be graduating with my PhD in May of 2021 and moving away, so I was not happy about signing a 24- month contract, but they didn't have a shorter term. The sales representative said they'd waive all of the fees, since the equipment was already installed. I agreed to the service. I did graduate in May of 2021 and took a position as a professor in a different area. However, I rented out the house and continued to pay for the monitoring and included it in the rent because I knew I had signed a 24-month contract. Since the alarm was included as part of their lease, I continued to pay for it past the contract date, until the end of the tenants' lease. When the tenants moved out in August of 2022, I put the house on the market. The house sold on September 22nd, 2022. I called Guardian to cancel my service. They contended I had signed a 60-month contract. As a PhD student, it is impossible to stay in the same area once you graduate. Given that I was graduating in about 16 months, I would never have agreed to a 60-month contract. I explained this to the customer service agent and they said they'd review the original call and call me back. They called back and informed me they had listened to the original call and I did consent to the 60-month contract. However they wouldn't let me hear the call or see the entire transcript of the call. They told me I'd need a subpoena to get access to the proof of agreed to it. They then told me I was responsible for an Early Termination fee of $750, which was never discussed and is buried in small print in the contract. I have moved away, so I have no need of the service and the term I agreed to has expired.Business Response
Date: 09/30/2022
September 30, 2022
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 review our customer’s file, address any concerns and work
toward a resolution.
Our customer has expressed dissatisfaction
with learning she had signed a 60-month agreement with Guardian when she purchased
the home and activated services. Our
customer believed she had a 24-month term and would not have consented to a
longer term. She has asked Guardian to
cancel her account and waive the Early Termination Fee.
A thorough review of our
customer’s account was performed upon receipt of this complaint, including the
recorded call when the terms of the agreement were discussed. Guardian found our customer had not been
offered a 24-month term but had been offered a 36-month term or 60-month term without
any difference in the cost of action or monthly fee.
Guardian is a
customer-centric company and strives to provide options for early satisfaction
of an agreement when a customer moves or sells the property. Guardian offers to release customers from
their agreement if the buyer of their home activates monitoring services with
Guardian, to relocate the service to their new home if possible, to pay the
early termination fee per their agreement or continue paying monthly through
the end of the agreement term. Unfortunately,
neither the option to relocate the service or activation by the buyer were
possible.
Guardian’s review of the
investment made for this customer’s activation found the costs incurred were
less than those incurred if Guardian had installed a new system. Guardian agreed to offer a settlement based
on a 36-month term. Had our customer signed a 36-month term, she would
currently have 5 unpaid months remaining. Guardian offered to accept a payment equal to the value of 5 months of services to fully settle her
account. Our customer indicated this
resolution was satisfactory.
Thank you for providing Guardian
another opportunity to review of our customer’s account and resolve her issue. We thank our customer for her patronage. Should
you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamCustomer Answer
Date: 10/02/2022
[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:09/14/2022
Type:Order IssuesStatus: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 called Guardian Protection today to inform them I would be moving to SC due to a job transfer. I sold the home I am currently living in that has the Guardian Protection security system, which is located in MD. The customer service agent, Kyle, informed me that I had 3 options: 1) Pay them $750 to terminate my contract although I am half way through the 5 year contract. Apparently they don't prorate the termination fee, according to Kyle. 2) I could transfer the services with me to SC, which would involve me buying new equipment for the new home and then I would be forced to have another 5 year contract. Guardian doesn't even service SC. 3) If the new homeowners were to get services with Guardian, then I would no longer be responsible for payment or the contract.
I read through the contract and not one of these terms were listed. The only thing mentioned was the $750 termination fee. I am not terminating just tone terminating. The services are not available in the area in which I am moving and therefore, I can't continue the contract. There has to be something illegal about them making me pay fees and/or force the new homeowner to take over a contract they did not sign. I feel like I have signed a contract with a long shark! I should be allow to get out of my contract b/c they don't service the area. My job with the Federal government is transferring to SC. Am I not to take a promotion b/c Guardian want to force people into paying for their trash service that barely works?Business Response
Date: 09/16/2022
September
16, 2022
BBB of
Western Pennsylvania
520 E Main
St, Suite 100
Carnegie,
PA 15136
RE: ******* ******* * ********* ** ********
**** *** *****
Thank you for forwarding this
customer complaint to Guardian Protection Services, Inc. (“Guardian”). Our customer has expressed
dissatisfaction with the options for settling her agreement for services at the
property she is in the process of selling.
Guardian
is a customer-centric company and strives to provide options for satisfying an agreement
early when a customer moves or sells a property. However, service areas can change from time
to time and Guardian cannot guarantee that options to the Early Termination fee
will be available to all customers or at all times. It is for this reason there
are no Agreement Terms regarding relocation of services to a new property or
transferring the service to a new owner. The Monitoring Agreement does state in Section 8. SUSPENSION;
TERMINATION; DEFAULT: “Your obligations under this Agreement continue even if
You sell or leave the Premises.” The Monitoring
Agreement is attached for reference.
Upon
receipt of this complaint, Guardian performed a thorough review of this
customer’s account history. Guardian
found the customer entered a 60-month monitoring term and in exchange, Guardian
agreed to install new security equipment in her current home at no charge. The
initial investment of free equipment and labor for the installation is recouped
over the initial term of the agreement while Guardian provides 24/7 monitoring,
cellular communication, remote access and control to her security system, video
doorbell and home automation devices, and customer service. Our customer did have issues following the
activation of services, the majority of which were internet and wi-fi issues. Guardian
provided the customer with free Eero Wi-fi equipment and six (6) months of free
monitoring to help the system and services overcome the connectivity challenges
resulting from the layout of her townhome, the location her Internet Service
Provider installed her router and our customer’s high internet usage. You may reference Complaint ID 14483209. Guardian also reviewed her call to its
Customer Loyalty center on September 14, 2022. Our customer told the representative she was not interested in having
Guardian provide her service in her new home even if the option existed. Guardian would also like to note the
representative had quoted the relocation of service with and without an
agreement extension prior to learning we could not offer service in her new
location.
The same
Guardian representative who spoke with our customer in response to her
Complaint in 2020 spoke with her again regarding this current complaint. The representative explained why the
agreements had no clauses for relocation or release if the new owner subscribed
with Guardian. The representative asked if she had orders for her job transfer,
like those provided to military personnel, but the customer indicated her move was
not a mandatory reassignment, she had been sought ought and offered a promotion
requiring a move to her new location. The representative confirmed that due to
Guardian’s investments in the property she is selling, Guardian is not in a
position to waive or discount the $750.00 Early Termination Fee. The representative advised she had thirty-one
(31) unpaid months remaining on her initial term and noted the $750.00 Early
Termination Fee is less than 50% of the value of the remaining unpaid months of
her monitoring term. Our customer became
upset with the conversation and ended the call abruptly stating she will not
pay the Early Termination Fee and we are not to call her again unless we can
offer her something else. Our customer
does have the option to continue paying her monthly fee and wait for a period
of time after the sale of her Maryland home to see if the buyer elects to
subscribe and activate services with Guardian. If the buyer
subscribes/activates service with Guardian, we will release her from her
agreement without penalty effective the date the buyer’s activation takes
place. If the buyer does not activate
services with Guardian, our customer would then have the option to pay the
$750.00 Early Termination Fee or continue to pay the remaining thirty-one
months of her term on a monthly basis.
Thank you for informing
Guardian of this matter. We appreciate the opportunity to provide response. We do wish our customer the best in her new
position and home. Should you have any questions, please contact Guardian at (800)
776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 09/16/2022
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:09/14/2022
Type:Order IssuesStatus: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 recently (09-09-2022) cancelled my service from Guardian Protection and changed to another protection company. Guardian continues to bill me stating that they believe that I am under contract for another twenty-two months. I was told by the new company, Safe Home Guardian was terminating service in the area. I have yet to receive a copy of the contract from Guardian although I have requested one.Business Response
Date: 09/20/2022
September 20, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ******* ****** ********* ********
**** *** *****
Thank you for notifying Guardian
Protection Services, Inc. (“Guardian”) of the above referenced complaint.
Guardian values the opportunity to respond and assist our customer.
Our customer stated she canceled
her service on 09/09/2022 and changed to another protection company. She is upset
Guardian advised her she was under contract for another twenty-two (22) months and
continues to bill her. Her new provider,
Safe Home, told her Guardian was terminating services in her area. She is also unhappy with the delay in
providing her a copy of the contract.
Guardian is sorry to hear
that a representative from Safe Home Security misinformed our customer and put her
in a situation whereby she has two monitoring agreements in effect. A representative spoke with our customer
after her account was reviewed. The
representative resent our customer a copy of the Addendum for negotiations
performed May 29, 2019, as well as a letter to confirm in writing the payment
that would need made to settle her Guardian account.
While Guardian is sorry to
lose a customer, especially under deceptive circumstances, we are happy we can
provide some assistance with settling one of her contractual obligations satisfied.
We thank our customer for her
patience and past patronage. Should you have any questions, please contact
Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamInitial Complaint
Date:08/23/2022
Type:Sales and Advertising IssuesStatus: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 a contract with Guardian Protection. My video doorbell malfunctioned so I requested a technician come out to fix it. I had also made a request for window alarms separately. A technician arrived and said he was here to fix the doorbell. He then noticed a separate request to install the window alarms. He said that there is usually no call out charge for technical issues so he would do both jobs and waive the call out fee. He installed the window alarms of which I was informed of the cost. He attempted to fix the doorbell but said it wouldn't work. He said he had a doorbell in the vehicle and would replace the non functioning one. I later received a bill for much more than i expected for the window alarms so I called Guardian Protection and they said the charges were for the window alarms, the call out fee, the doorbell and taxes. I disputed this and explained what had happened and they said they would reach back out. I was told the charges were valid. I dispute this because I was not told I would be charged for the replacement doorbell. Very unhappy with the underhanded way they conduct business.Business Response
Date: 08/26/2022
August 26, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ******* ****** * ********* ** ********
**** *** *****
Thank you for advising Guardian
Protection Services, Inc. (“Guardian”) of the above referenced complaint.
Guardian values every opportunity to research and resolve our customers’ issues.
Our customer has disputed the
service charges assessed for the repair of his video doorbell while a tech was
on site to add window sensors. He received
a bill for much more that the cost of the additional window sensors and learned
he had been billed for the replacement of his video doorbell. Our customer
disputed the charges stating they had not been quoted.
Upon receipt of this
complaint, a thorough review of the events leading to the service bill was
conducted, including our customer’s conversations with the Guardian
representative who was setting up service for the video doorbell and the
representative who quoted and set up service for the installation of the window
sensors. Guardian found that neither
representative discussed the service rates for repairing or replacing the video
doorbell, nor would the technician who was not a Guardian employee, but a servicing
partner.
Due to the lack of a quotation
for servicing and replacing the video doorbell, Guardian has applied credits totaling
$557.95 to our customer’s account. Our customer
indicated this was a satisfactory resolution.
We thank our customer for his
patience and patronage, and valuable feedback about his experience, as well as
the opportunity to perform another review of the issue in order to resolve it. Should you have any questions, please contact
Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamInitial Complaint
Date:08/16/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $129 fee for a technician to come to my home on 4/1/22. I paid the $129 fee to the technician and I have a receipt. Guardian is still charging me the $129; which has now increased to $313 as they keep adding on fees. I have informed them I do not owe this fee and I have a receipt provided by the technician. I would like credit for the $129 I paid and would like the remaining fees removed.Business Response
Date: 08/31/2022
August 31,
2022
BBB
of Western Pennsylvania
***** ********* ****
520
E Main Street, Suite 100
Carnegie,
PA 15106
RE: ***** ******** * ********* ** ********
**** *** *****
Guardian
Protection Services, Inc. ("Guardian") is in receipt of the above
referenced complaint and attachment. Guardian appreciates the opportunity to
research and resolve our customer’s issue.
Guardian
performed a thorough review after reading our customer made payment in the
amount of $129.00 to our technician, but we continue to bill her for the
$129.00 which has now increased to $313.00 due to fees being added on by
Guardian.
Guardian’s
review found the payment had been made but then reversed. Guardian researched the payment history
through ACI Payments, Inc, which provides Guardian’s electronic and automated
payment services. Guardian learned the
payment had been reversed because the checking account could not be
located. This likely resulted from a
typo of the technician when entering the routing number or checking account
number for the transaction. Late fees have accrued for the unpaid service
charge, but the late fees only total $9.00. Guardian examined her account further and found the autopayment service for
her regular monthly fees had been discontinued. The balance due on the account
includes the service call charge and several monthly service bills.
A
Guardian representative reached out to our customer who agreed to check her
funding accounts to verify Guardian had not taken payments before processing a
new payment. And while the
representative was not able to connect with our customer again, our customer
did make full payment of the balance due. Guardian also applied a credit to her account to prepay her next monthly
bill due to the error when made when inputting her payment information for the
service call charge.
We
thank her for her patronage and patience and apologize for the payment entry
error. If we can be of further
assistance, please contact Guardian at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamInitial Complaint
Date:08/15/2022
Type:Service or Repair IssuesStatus: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 had Guardian take off my phone line about 11 months ago, they came out no charge. Had issues after they left, had to have tech back, no charge.
Now having issues again, FC code, called guardian, they can't fix it over the phone. They want me to unplug something in box. I AM NOT A TECH, DON'T FEEL COMFORTABLE DOING THAT. THEY WILL COME OUT BUT CHARGE ME, NOT ACCEPTABLE.
I have had nothing but issues with my service since they took off phone line.Business Response
Date: 08/18/2022
August 18, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: **** ***** * ********* ** ********
**** *** *****
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 review her account and work with her to resolve her
issues.
Our customer expressed
dissatisfaction with the performance of her security system after both the upgrade
adding cellular communication on January 3, 2022 and the service call May 6,
2022. She is further displeased representatives
quoted her time and material charges to schedule a technician to power cycle
her system, a procedure she is not comfortable performing herself.
We are sorry to hear our customer
had these negative experiences after her years of patronage. Guardian’s Agency Complaint Response Team conducted
a thorough review of our customer’s account and system history upon receipt of
this complaint. The team agrees with our customer that a technician should be
on site to power cycle the system and test it to ensure the issue is resolved,
and the need to on-site service is related to the January upgrade and May
service.
A representative reached out
to our customer to apologize for her experience and to schedule a service
appointment which will not be charged to her. The representative will follow up
to confirm the issue has been resolved and our customer is satisfied.
We thank our customer for her
patience and years of patronage.
Thank you for informing Guardian of this matter and
the opportunity to resolve our customer’s issues. Should you have any questions, please contact
Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
Team
cc: **** *******Customer Answer
Date: 08/19/2022
[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:08/03/2022
Type:Service or Repair IssuesStatus: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 bought this home and asked the guardian security services to stop all service and remove any monitoring devices from my home. They did not remove the device and asking me for extra money to remove the device from my home. They are not even helping shutting down the service. I have serious privacy concern and want to file a consumer complaint against the guardian security company.Business Response
Date: 08/10/2022
August 10,
2022
BBB of
Western Pennsylvania
520 E Main
St, Suite 100
Carnegie,
PA 15136
RE: ******** *** * ********* ** ********
**** *** *****
Thank you for forwarding this
complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian appreciates the opportunity to
clarify and further discuss the complainant’s request.
In 2017 Guardian sold and
installed a security system for the former owner of the home the complainant
recently purchased. The security system
was not leased and was fully owned by the former owner of the complainant’s new
home.
The former owner did not request
Guardian to remove the equipment and apparently included the security system equipment
in the sale of the home, similar to a seller including existing appliances and
furnishing in the sale such as a dishwasher, refrigeration, carpeting, area
rugs, etc.
The buyer now owns the security
system equipment. Guardian would like to
confirm that all services provided to the former owner have been fully
discontinued and Guardian is no longer able to receive signals from the system. If the buyer wishes to have the system
serviced or removed, Guardian will charge him for the service call at our
current billable rates, just as any contractor would charge him to remove
appliances or existing carpeting he doesn’t like. If the complainant had an agreement with the
seller about the removal of equipment, that is between him and the seller.
Guardian offered the complainant
the option of powering down the system himself, and taking down the equipment himself
if he wishes, or to pay for a service technician to remove it. A Guardian representative tried assisting the
complainant with powering down the system on August 3, 2022, but was unsuccessful. Guardian would also like to note that, should
the complainant decide to pay for a technician to remove the equipment, the
technician will remove the security equipment but will not repair any drywall,
wallpaper, window/door trim etc.
Thank you for informing
Guardian of this matter. We appreciate the opportunity to respond and provide
additional information and clarification. Should you have any questions, please
contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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 originally purchased my Guardian Protection Service with Guardian on 3/27/2019; through Ryan Homes. I have had several issues from incorrect installation to devices purchased from Guardian Protection malfunctioning. In 2019 I purchased a new home from Ryan Home and had Guardian install my system. The first issue they did not install a hardwired window sensor per my contract agreement in my 4th floor loft. The second issue a hardwire in one my garage window, the sensor was cut. To resolve the two issues Guardian installed external window sensors, the whole point of me going with Guardian was to have everything hardwired, not battery operated. The third issue, their provided fire detector is so sensitive even when I made toast it would go off. I called Guardian to find a resolution, they just try to sell me more products, instead of resolving the issue. I ended up replacing my smoke detector with a Nest smoke detector. The latest issue I reported on July 27, 2022 was the doorbell camera Guardian provided from Skybell lags and does not capture motion, such as package delivery. I had to install a separate camera to capture motion. I called Guardian technical support and was told this is a known issue with Skybell and that they are moving away from Skybell to their own doorbell. I was sent to loyalty support. Turns out their products only have a 1 year warranty, but Guardian signs you into a 5 year contract. I just asked for a new doorbell and they tried to charge me $350 for a new doorbell and lock me into another 5 year contract. I ended up getting a ring doorbell instead. I want to terminate my Guardian contract without penalty. My current termination date is 3/27/2023. I want this contract terminated immediately. It has been a nightmare dealing with Guardian and the horrible products and expensive services. There is no service, all they want to do is make you spend more money instead of providing technical support or finding a resolution.Business Response
Date: 08/11/2022
August 11, 2022
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 concerns, some of which were
addressed in response to his complaint in 2020.
Our customer is again
expressing his dissatisfaction with having a wireless window sensor in his loft
and one wireless window sensor in his garage when both were to be hardwired;
dissatisfaction with a fire detector that goes off regularly because it is too
sensitive; and now has an issue with his Video Doorbell. Our customer has asked to be released without
penalty.
A new review of our
customer’s account has been performed. With regard to the two wireless window contacts that were to be
hardwired, one in the loft and one in the garage, please reference the attached
Builder Wire Tag Sheet which had been scanned into our system. Both windows were pre-wired. Pre-wiring for hardwired devices occurs just
after the electrician has finished wiring the home, but before the drywall was
hung and often before the windows and doors are installed. A pinched wire (loft window) and
missing/inaccessible wire (left garage window) would have been caused by
another contractor hired by Ryan homes as the walls were wide open when
Guardian ran the wiring for the security system. Guardian installed the wireless sensors to avoid cutting drywall, requiring drywall
patching, until pinch in the loft window wire was located (could have been anywhere
between the first floor and loft) and where the missing garage window wire had
been dropped or cut by another contractor.
With regard to the sensitive fire
detector, Guardian would like to note that we did not install a smoke or fire
detector. Guardian installed a
FireFighter Audio Sensor which is a smoke detector monitoring. It is designed to “listen” for a non-monitored
smoke detector, including hardwired smokes installed by electricians to meet building
code, and go into alarm based on alarm sounds being emitted by an actual smoke
detector. Guardian has no record of a call from our customer to discuss issues
with the FireFighter Audio Sensor cords indicate our customer never called
about the device being too sensitive, a service call would have been offered.
Lastly, the issue with the video
from Skybell Video Doorbell sometimes lagging on his cell phone was first
reported on December 2, 2021. A representative suggested he turn his phone off
and on again, which may improve the speed of notifications/access to
video. We next heard from our customer
on May 14, 2022. He had changed internet
providers and router and needed assistance connecting his video doorbell to the
new router. A representative assisted him
with setting the notifications to the control panel, and our customer indicated
he would reset all of the settings for his cell phone. There was no mention of continued
lag times, and we did not hear from our customer again until July 14,
2022. On July 14, 2022, our customer
called and reported his video doorbell was not as sensitive as it used to be
and not recording motion when his doorbell button was not pushed. A
representative help him with his settings and also reversed a software upgrade
that had been pushed through by Alarm.com to see if the lag time would improve. Our customer called one more time about his
video doorbell on July 16, 2022. He
reported the video doorbell was ringing on his control panel again for all
motion, not just when someone pushed the doorbell button, and the sensitivity
had not improved over the previous two days. The representative rebooted the video doorbell, put it on the newest
software again, and helped him with his settings. Guardian would like to note the video
doorbell was installed and activated by Guardian on March 26, 2019. The one-year warranty has expired. The calls noted in this response were
recorded and reviewed upon receipt of this complaint. At no time did a representative state this is
a known problem with the Skybell. Our
customer upgraded his internet service and possibly he had a phone upgrade as
well. Technology continuously changes
and it is possible the technology changes made by our customer have had an
impact on the performance of the video doorbell.
Guardian is sorry to hear the
video doorbell is no longer working as it had when first installed. Our customer was quoted the cost to replace
the Skybell with the newer Alarm.com video doorbell and pay for it out right
and advised Guardian could discount the cost in exchange for an extension to
his agreement. Our customer declined
both offers and instead had the representative remove the camera service and
monthly charges for the video access.
In 2020 Guardian reduced the
customer’s agreement term by 12-months due to his dissatisfaction with the
installation of two wireless window sensor, though Guardian did not cause the
issue. Due to the unrecovered investment
for the discounts afforded to the customer with the original sale and
installation, Guardian is not in a position to reduce the customer’s initial
term further or waive the Early Termination Fee.
Thank you for advising Guardian
of this matter. We appreciate the
opportunity to address our customer’s issues. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamCustomer Answer
Date: 08/11/2022
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.
The response from Guardian protection just shows the errors that were made by the company from installation to support. They have just denied any accountability or provided any customer service. They won't even budge to let me out of my contract 6 months early. From their response I have contacted Guardian several times with each issue. I will definitely express my horrible experience with friends, family, and future new home purchasers. Guardian protection has lost me as a customer and any future business with me. I still wish for Guardian to terminate my contract without penalties immediately, as I have already purchased a new security system to remediate all the flaws from my Guardian protection security system. Second of all, the claim from Guardian that they cannot incur the cost of terminating my contract early is deplorable, I had paid $2,500 for the security system in 2019 and yet was locked into a 5 year contract.
Regards,
****** **
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