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

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

• 

  Guardian Protection Services, Inc

  835 Sussex Blvd Broomall, PA 19008

• 

  Guardian Protection

  8014 Flannery Ct Manassas, VA 20109

• 

  Guardian Protection

  509 Hepburn St Williamsport, PA 17701

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.

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