Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Security Systems

Guardian Protection

Headquarters

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

Find a Location

Guardian Protection has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/14/2022

      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 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
      Team

      Customer 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 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 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
      Team

    • Initial Complaint

      Date:09/23/2022

      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 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
      Team

      Customer 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 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 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 Team

      Customer 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 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 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
      Team
    • Initial Complaint

      Date:08/23/2022

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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
      Team
    • Initial Complaint

      Date:08/16/2022

      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 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 Team
    • Initial Complaint

      Date:08/15/2022

      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 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 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 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 Team
    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I 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
      Team

      Customer 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,


      ****** **

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.