Complaints

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

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• 

  Guardian Protection

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
• 

  Guardian Protection

  2557 Route 130 Ste 2 Cranbury, NJ 08512

• 

  Guardian Protection

  2196 Solomons Island Rd S Ste 1 Prince Frederick, MD 20678

• 

  Guardian Protection Services

  230 Great Circle Rd Suite 210 Nashville, TN 37228

• 

  Guardian Protection Services, Inc.

  100 Dominion Dr STE 101 Morrisville, NC 27560

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2022

  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 signed a 60 month contract with Guardian December of 2018. I have been paying $55/month ever since. I called about 3 months ago to get a copy of the contract. They transferred me to the appropriate department and the lady I talked to promised me she would send it via email ASAP. She asked a lot of questions as to why I wanted it, which was suspicious, and three months later I have yet to receive the promised contract. I will not pay anything else until I get a copy of the contract.

  

  Business Response

  Date: 10/21/2022

  
  
  Thank you for advising Guardian
  Protection Services, Inc. (“Guardian”) of the above referenced complaint.
  Guardian values the opportunity to research and resolve our customer’s issue.
  
  Our customer advised he had
  requested a copy of his contract and was told it would be emailed to him ASAP,
  but he has never received it.  He also
  noted he was suspicious of the representative asking a lot of questions as to
  why he wanted it.
  
  Guardian’s records indicate a
  copy of his agreement was emailed to him the day after his call, but it is
  possible it went to a spam folder unseen, or a typing error was made in his
  email address.
  
  A liaison with Guardian’s Loyalty
  Center sent a new email with a copy of the Agreement and an Addendum and confirmed
  via a phone call our customer did receive this email.
  
  Regarding the questions, Guardian
  representatives strive to address all customer concerns, including those that
  may not have been vocalized, in an effort to resolve all issues and prevent the
  need for a customer to call again. Guardian’s Loyalty liaison did the same and
  learned our customer also has a technical issue with his control panel. Guardian
  is in the process of troubleshooting the issue with our customer.
  
  Guardian apologizes for the
  issue with the original emailed copy of the agreement. We thank our customer for
  his patronage and look forward to resolving his technical issue as well.  Should you have any questions, please contact
  Guardian at ###-###-####.
  
  Sincerely,
  
  Agency Complaint Response
  Team

• 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.

  [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,
  
  
  **** ********tem 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

• 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.

  [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,
  
  
  
  ****** ********ptember 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

• 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.

  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,
  
  
  
  ******* *******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

• 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.

  [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,
  
  
  
  **** *****

  

  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:           **** *******