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

  9852 Windisch Rd West Chester, OH 45069

  
• 

  Guardian Protection Services, Inc.

  4013 Vincennes Rd Indianapolis, IN 46268

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:08/15/2025

  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 been using Vintage Security, now Guardian Protection, to monitor my home since 2014. I have recently sold my home (settlement on 8/21/2025) and today (8/15/2025), I called Guardian Protection ************** to terminate my monitoring service. They were able to discontinue my monitoring service as of today, but informed me that I have three more years remaining on a five year contract due to having upgraded key panels (2) installed in 2023 (their recommendation). NOTE: I am currently paid through November 30, 2025 for monitoring service although it was stopped today. I was not offered any refund for the remaining 3 1/2 months. When the upgraded key panels were suggested and installed, I was not aware I was committing to a five year service contract. In order to early terminate the contract, I will have to pay $1,276.65. I would like to know if you can help me resolve this issue. I would have definitely kept the outdated working key panels if I knew I had to commit to a five year contract. Thanks in advance.-*******-

  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ******* ***** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for advising Guardian Protection Services****** (Guardian) of the above-referenced complaint.  Guardian appreciates the opportunity to address our customers concerns, and to clarify the options to resolve his issue.
  
  Our customer advised he has sold his home, and Guardian is continuing to bill him for the remaining unpaid 36 months of his 5-year agreement.  Our customer also stated he was not aware he was committing to a five-year contract when having his keypads upgraded as recommended.  He is disputing the need to pay an early termination fee of $1276.65 to cancel his account.
  
  For background, our customers original installation of a security system, as well as the 2023 system upgrade were performed by Vintage Security (Vintage), a company Guardian acquired and whose accounts ******************** started monitoring and servicing in January 2024.  The sale and installation of the upgrade were performed by Vintage.  The upgrade would have been recommend because the manufacturer of our customers original system ceased manufacturing security equipment in 2018, and most replacement parts were no longer available by 2022. 
  
  The Vintage agreement shows an IQ Touchscreen control panel valued at $300.00 and a remote touchscreen arming station valued at $195, were installed for just $95.00. The agreement also indicates no trip or labor fees were assessed for the installation and configuration of the new control panel, including the tying in of existing security and home automation devices.  The equipment discounts, and waiver of trip and labor fees, were granted in exchange for the 5-year monitoring commitment.
  
  The Dropbox paperwork audit (last page of the attachment) shows the Vintage representative signed the  agreement to the customer for review and execution on 10/17/2023 at 4:14 PM UTC.  The agreement was then immediately emailed to our customer.  Our customer did not initial and sign the agreement until 10/18/2023 at 9:14 PM UTC, one day and five hours after it was emailed to him.  Our customer had ample time, and no pressure from an on-site sales representative, to review the agreement and raise concerns rather than sign it.
  
  While the Vintage agreement does not provide alternatives to paying an Early Termination Fee to settle the agreement and account, ******************** did provide options to our customer.  If the buyer of the customers home subscribes to ******************** for monitoring of the security system, Guardian will cancel the agreement/account the day the new owners service was activated with Guardian. Another option quoted to the customer was the relocation of ******************** to a new home, provided it was within Guardians service area.  Our customer indicated to a ******************** representative that they are in temporary housing.  The representative advised that Guardian would continue billing the existing agreement until a relocation was completed,but we offer a move-in delay program.  Under this program, Guardian would credit back up to 6 months of payments made between the sale of the old home and activation of service at the new home.  Guardian can make an exception to this policy from time to time and would be happy to offer to credit up to 12-months of payments made until the customer moves into a more permanent home.
  
  Guardian encourages our customer to take a few weeks to consider the alternatives to paying the Early Termination Fee.  This pause would provide an opportunity to see whether the new property owners reach out to Guardian and subscribe to our monitoring services.
  
  Thank you for the opportunity to address this matter.  Should you have any questions,please contact Guardian directly at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 08/22/2025

  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.
  
  I was able to locate the e-signed contract, but I still disagree with premise of upgrading was my only option.  If I was told upfront that the upgraded equipment would lock me into a 5-year contract (which appears in small print on the contract), I would have sought another security company, installed my own system or terminated at that time.  I am a Software Architect and installing my own system would not have posed a challenge.  The family went with the original company, Vintage, and subsequently Guardian Protection, under the impression payments will continue to be month-to-month and termination can occur at any time.  At the time of the upgrade, I had been a customer of Vintage/******************** since December 2014.  I would appreciate some relief of this debt.  I do not want to do any business, now or future, with Guardian Protection.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:08/13/2025

  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 have been trying to contact guardian to cancel my contract since June. When you select "keep my place in the queue and call me back", you never get a call back. You cannot use chat or email or your online account. You have to speak with a human.I have called numerous times, with wait time over an hour to talk to a "loyalty" specialist. They continually try to sell a new system with a contract. I have requested a supervisor return my call. They have not yet done so. I have requested the installer code to my 20 year old system so that I can install a replacement sensor for my window. They refused to honor my maintenance agreement since the sensor wasn't an operational issue, but no longer fit the new window. I have a new sensor in hand that I cannot install without an installer code. They offered a "service" for $140 to come to my house and install a sensor for me. I purchased the equipment from the previous company. The customer service from ********************** is horrible. I continue to receive bills, now with interest. I want my monitoring cancelled with no fees (I am not in a contract). I want the installer code for my system. I do not want to pay any additional charges, since I have been trying to cancel service.

  

  Business Response

  Date: 08/18/2025

  August 18, 2025             
  
  
  
  BBB of ********************
  *************************************
  ********,*******; 15106
  
  RE:        ****** ***** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to resolve any concerns ****** to our attention.
  
  Our customer expressed frustration with reaching Guardian to cancel her account and stated she has been trying to do so since June. She also is unhappy Guardian would not supply her with a new window contact under her service plan, nor would we provide the installer code to the customer to install the new window sensor herself.
  
  Guardian first received a call from our customer on June 4, 2025 to discuss reducing her monthly fee.  A representative returned her call within 30 minutes, but our customer did not answer.  Our customer called again on June 30, 2025 to discuss a service issue and the desire for a lower rate.  A representative returned her call within a few hours and offered a lower monthly fee and installation of a new window sensor at no charge with a new agreement term.. Our customer advised she would call back after discussing the offer with her husband. 
  
  Our customer called ******************** again on July 24, 2025 after she was unable to obtain proprietary information  through Guardians website chat.  She spoke with a representative about a rate reduction then declined the offer as she could not afford it.  She was also upset she had originally been quoted time and material rates to replace her window contact, stating her former provider would have replaced it at no charge after she replaced her window.  The representative reviewed that the agreement with her former provider is the agreement Guardian was enforcing,and the Maintenance Plans  per Section 30.I did not cover replacement equipment resulting from Damage resulting from accidents, commercial power loses, surges or brown outs, static discharge,effects of salt air, naturals causes, lightning, alteration, misuse, tampering and abuse. The customers replacement of a window was an alteration and therefore not covered by her repair agreement. The representative provided her with the part number for her systems cellular communicator later that day, as asked, but not the serial number as we did not have it on file to our knowledge.  Our customer did not request cancellation of her service at this time, but said they were still considering switching to another provider.
  
  Our customer called again on August 11, 2025 requesting cancelation of her account,the systems proprietary installer code and the ************************** Equipment Identity) number for her systems cellular communicator.  The representative she spoke with would not provide either number.  Per our customers agreement, section ***** states Title to the Communicator shall remain at all times in Company   And respectfully, while our customer may be technically proficient and capable of installing a new window sensor they purchased elsewhere, Guardian declined to provide the installer (programming)code due not only to the sensitivity of the proprietary information, but also to prevent unauthorized tampering or programming errors that could result in the system not working properly during an intrusion or fire, resulting in theft, property damage, injury or worse.

  Our customer requested a call back from a supervisor.  The supervisor, who had been out of the office, returned the customers call on August 14, 2025.  He provided the **** number for her systems cellular communicator an alternate number to the installer code.  The customers account was processed for cancelation effective August 14, 2025. 
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/19/2025

  
  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.

  I was finally able to cancel the account. They said they would change the installer code, I have not been able to verify it.  I did receive the IMEI.

  The quotes from the contract above are not accurate.  My system was purchased over 20 years ago through the company they purchased.  I never signed a new contract with guardian.

  The supervisor finally called after having to call a 2nd time after 48 hours had passed, they had said ***** hours.  I am thankful that this has been completed!

  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/12/2025

  Type:Customer Service 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.

  After 2 years with Guardian, I decided to cancel service. I called on 08/12/2025, going through the options for cancellation. While waiting, I attempted to cancel through the user page chat box, where I was told they couldn't help but the Customer Loyalty line would be able to take care of it. I hung up after an hour of waiting, and called again, this time going through the options for Customer Loyalty. After only 1-2 minutes of waiting, I got through to an agent who said he couldn't help and I would have to wait the 1+ hour. I then sent an email through the user page "Contact Us", in which I still have not heard back from 24 hours later. This is an unacceptable process to complete a simple cancellation request. Why does a 2+ year customer have to wait an hour longer to cancel my service than someone calling for any other reason?

  

  Business Response

  Date: 08/18/2025

  August 18, 2025             
  
  
  
  BBB of ********************
  ********************************************
  ********,*******; 15106
  
  RE:        ***** ****** Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to resolve any concerns ****** to our attention.
  
  We understand our customer experienced difficulty reaching us by phone, did not receive a call back within 24 hours of reaching out to Guardian through email.  We sincerely apologize for the inconvenience. We have identified the issue in our phone system and are actively working to resolve it.
  
  For security and privacy purposes, Guardian does not accept cancelation request via email or through our website.  We require the opportunity to speak directly with the confirmed contract signer to review the agreement status, cancelation options and expectations (including changes to system access), final billing, and the need for our customers written or electronic signatures.
  
  A Guardian representative reached out to our customer to review his account and address any questions.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:08/08/2025

  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 have fulfilled the time allotted on the contract to pay for services and the company continues to bill me for a system that has been disabled. I have called the business and the link for cancel subscription is not manned for an answer and just rings. There is not a link in the website to cancel services.

  

  Business Response

  Date: 08/18/2025

  August 18, 2025             
  
  
  
  BBB of ********************
  *************************************
  ********,*******; 15106
  
  RE:        ****** ******* Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to resolve our customers issues.    
  
  We understand our customer had trouble reaching us by phone, and we sincerely apologize for the inconvenience.  We have identified the issue in our phone system and working to resolve it.
  
  A Guardian representative reached out to our customer and processed their request.  The account is canceled with a $0.00 balance.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/29/2025

  Type:Billing 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 terminated the Guardian Protection contract(my customer number ********** March 4, 2024 and paid an early termination fee of $801.99 on March 4, 2024. Customer request to terminate ******************** form was signed by myself and their Employee **** ***** ******************************* on March 4, 2024. Out of the blue, and for no reason, in May of 2025 Guardian Protection begin billing me again for $51.99 a month. They are impossible to reach by phone. I would like them to immediately stop this erroneous billing, delete all my information from their data center and send an apology letter for the stressful situation their mistake has caused to me.

  

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ***** B. ********* Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to resolve our customers issues.    
  
  Guardian sincerely apologizes for the continued billing of his account and the stress it has caused him.  Guardian did receive payment of his early termination fee March 4, 2024, but it appears there was an issue with the processing of the Adobe Sign electronic document that required our customers signature to complete the cancelation process.
  
  Guardian has fully canceled our customers account and has cleared the balance due.  The cancelation is now complete, and the account was closed with a $0.00 balance. Guardian has also cleared all contact information from its system.
  
  We thank our customer for bring this matter to ********************* attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/02/2025

  [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,
  
  ***** B. *********

• Initial Complaint

  Date:07/28/2025

  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.

  Following an assessment by a Guardian sales **** I signed an agreement with Guardian for security services on 7/8/2025. Cost - $20, + 36-month agreement @ $49/month with autopay. He also mentioned that cancellation was possible within a certain number of days following activation of service. Initial service activation date for my service was set for July 14th. 7/14 - tech missed the appointment window, was rescheduled for July 22nd. 7/22 -during set-up, the tech noted that the 2 smoke detectors were old and beyond their use life and would need to be replaced but since it was an older system, he did not have replacements, they would need to be ordered @ $150 each. Then completed set up noting everything was in working order. .7/23 -I got a notification from the system that the motion detector was malfunctioning. I called Guardian support and was told that since my system was an old version, it would need to be replaced at a cost of $90. I asked whether there was a newer system that could be used, to address continued older system issues, was transferred to Sales and provided a quote for upgrading the system of $299, plus a 60-month contract at a monthly rate of $49 with autopay.Since the initial assessment that I got from Guardian did not provide any indication of needing to replace smoke detectors at $150 each as well as potentially other equipment, or to upgrade to a newer system for $299 with a lengthier contract agreement, demonstrating false advertising. Also, making people sign agreements with a fee-free cancellation period that closes well before services are even initiated is an unfair and deceptive trade practice. I tried, in good faith, to cancel my service with Guardian within 5 business days of service activation and my discovery that what they had said to be providing was not what they would be providing in actuality. The company instead is suggesting I pay the additional money to upgrade the system, or an early termination fee of $1,134.

  

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ********************
  ***********************
  ********,*******; 15106
  
                  RE:        ******** Preware Complaint ID ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, **** (Guardian) acknowledges receipt of our customers complaint and appreciates the opportunity to respond and assist.
  
  We sincerely apologize to our customer for her sales experience.  Upon review, we recognize the initial consultation and assessment did not meet our standards.  She should have been clearly informed that the control panel in her new home was obsolete, that the smoke detectors may have expired and required replacement, and that a thorough discussion of the pros and cons of upgrading the system should have taken place.  Additionally, the sales representative should have reviewed the agreement terms in detail, including the 3-day rescission period.  We regret these oversights and are reinforcing our commitment to quality by providing additional training and coaching to the sales representative involved.
  
  To help make amends for our customers experience, ******************** presented two options.  First, we offeredat no chargeto replace the obsolete control panel, smoke detectors,and motion detector, and to provide a service plan covering both new and existing equipment for the duration of her agreement.  Alternatively, we offered a discounted early termination fee should she choose to cancel her account.  Our customer accepted the offer to upgrade her system at no cost, with no changes to her monthly fee or the term of her monitoring agreement.
  
  Guardian again extends our sincere apologies and thanks our customer for highlighting areas where we can improve.  Her feedback is helping us enhance our service for future customers.
  
  If you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  
  Agency Complaint Response Team
  Guardian Protection

  Customer Answer

  Date: 08/15/2025

  [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,
  
  ******** Preware

• Initial Complaint

  Date:07/25/2025

  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 am unable to cancel my service in a reasonable manner:1) The Guardian website (***********************************) does not have the functionality to cancel services 2) The chat function on the same website does not let you cancel but directs to a number (800-776-8328)3) The agent on the number above did not have the authority to cancel services and referred to their "Loyalty department"4) ********************** has a wait time of 1+ hours (called the number twice)5) ********************** did not call back after I left call back information (twice)I want to cancel services as of 7/25/2025. I am not under contract.

  

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        **** ****** Complaint ID ********
  
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to resolve our customers issues.    
  
  We understand our customer had trouble reaching us by phone, and we sincerely apologize for the inconvenience.  We have identified an issue in our phone system and working to resolve it as soon as possible.
  
  Guardians records show a representative from the Loyalty  Department did return the customers call on July 25, 2025 after he had submitted this complaint.  His request was processed that date. His account has been canceled without further penalty or obligation.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/04/2025

  [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:07/14/2025

  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 installed into a newly built house, everything works great for 6 years. Our panel refuses to reboot, guardian offers to send out a tech to troubleshoot it cost $75.00 +$30.00/15 min. We chose to cancel their service. We cancelled a few days after bill was posted. We expected a prorated amount. Apparently they don't prorate bills. You have to pay the entire amount regardless of time used.

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  
  
  BBB of ********************
  ****************************
  ********, *******;  15106
  
                  RE:        ********* ******** Complaint ID ********
  
  Dear Better Business Bureau
  
  Guardian Protection Services, **** (Guardian) is in receipt of our customers complaint and values the opportunity to provide a response.
  
  The complainant states he expected a prorated final bill because they cancelled services.
  
  Guardian is sorry to hear our customer had an issue with his system, which no longer has an extended service plan.  Guardian would have been happy to discuss and quote and upgrade of his obsolete touchscreen control panel and provide a new repair plan.
  
  Although Guardian no longer enforces automatic renewal terms, a 30-day written notice is requested prior to cancellation.  This practice aligns with industry standards,as Guardianlike many monitoring companiespays vendors in advance for services that support several provided features.  While the standard notice period is 30 days, Guardian has accommodated an earlier cancellation.  Guardian canceled the billing effective July 26, 2025, the end of their billing cycle, foregoing charges that would have otherwise extended through August 2, 2025.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincer
  Agency Complaint Response Team

• Initial Complaint

  Date:07/03/2025

  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 am filing this complaint due to several unethical and deceptive business practices by Guardian Protection Services:1. Forgery of Signature and Initials: During the sales consultation, the salesperson digitally signed and initialed documents using my name without my knowledge or consent. I was not given the opportunity to review or approve these actions.2. Misleading Information Regarding Cancellation: The salesperson clearly stated I had three days to cancel the contract after installation. However, the contracts language is intentionally vague and circular, making it difficult to determine when the cancellation period actually begins and ends. This seems purposefully designed to confuse customers.3. Faulty Equipment: The video surveillance system only worked at the time of installation and stopped functioning properly by the second day. 4. Contract Term Discrepancy: I agreed to a 36-month term, as documented in an addendum with the salesperson. However, Guardians main office claims I am locked into a 60-month contract, which I never knowingly agreed to.5. Predatory Practices: Guardian engages in predatory behavior by signing customer documents without permission and using confusing contract language to prevent informed decisions. These actions are misleading, unethical, and potentially illegal.I am seeking to terminate my contract without penalty and to raise awareness of Guardian Protections deceptive tactics so others are not misled.

  

  Business Response

  Date: 07/11/2025

  July 11, 2025    
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ******* ********* Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to research our customers account and address his concern.
  
  Our customer expressed an issue with the execution of the agreement whereby the sales ***resentative entered the customers initials and name, the sales ***resentative advised him he had three days from the date of service activation to cancel the account, the video equipment stopped working shortly after installation, and the sales *** had noted a 36-month term on an addendum while the office team advised he had a 60-month agreement.
  
  Guardian would like to apologize for our customers experience.  We are sorry the video devices did not stay connected or meet our customers expectations.
  
  ******************** is currently investigating the circumstances surrounding the execution of the electronic paperworkspecifically, how/ why the documents populated on the sales ***resentatives tablet, and why the ***resentative entered our customers initials and signature, which prevented him from reviewing the full document before its completion.  Normally, when new electronic sales, installation, and monitoring paperwork is generated, the documents are immediately sent to the customer's email address.  This enables them to review the paperwork in full and affix their initials and signatures independently.
  
  Guardian has provided training to its sales staff regarding the terms of the Notice of Cancelation, which enables a customer to cancel without penalty within a given period from the date of the transaction, and how to request and document an exception to the policy/form.   Additional training has also been provided to the office staff with regard to performing a thorough review of customer files.  The Addendum noting the customers term was changed from 60 months to 36 months was available to the office staff but overlooked.
  
  In light of the issues our customer experienced, we agreed to cancel his services upon return of the new camera Guardian had installed.  The account has been fully canceled with a $0.00 balance.
  
  We thank our customer for bring these issues to ********************* attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:06/19/2025

  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 was just informed about a 60-month contract. * My husband signed up.* I was not home and never met with them * Husband passed away several months ago and his credit card was used to pay for this. My name is not on that credit card.* Now they are coming after me for payment and stating I agreed to this. * They refuse to acknowledge that I never signed for this.* I was never informed of a 60-month contract and never met with at time of signing. * Now that I'm selling the home, they want to force me to continue payments for the remainder of the 60 months.

  Customer Answer

  Date: 06/19/2025

  
  ***** ******** <****************************************>
  4:12 PM (6 minutes ago)
  to me
  
  Hi.
  
  Thanks for your email and quick action.
  
  The girl I spoke to on the phone from the billing department at Guardian said she had my signature on the contract.
  
   I requested a copy of the contract and they sent it via email right away.
  
  I looked at it and my name and initials are not on that document anywhere.
  
  She said she looked at the contract and I signed it. She clearly lied.
  
  The dollar amount I entered in the BBB complaint is the amount of money I estimated that they're trying to make me pay for the remainder months of the contract.
  
  Thanks again for your help. 
  
  *****

  

  Business Response

  Date: 06/24/2025

  June 24, 2025  
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ***** ******** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers complaint to ************************. **********************.  Guardian is a customer-centric organization and values the opportunity to research our customers account and address her concern.
  
  Upon review of the agreement for services at our customers home, ******************** found that she is not responsible for the satisfaction of the agreement.  Guardian apologizes that our representative misinterpreted the agreement and has since provided additional contract training.
  
  Guardian has contacted our customer and  started the cancelation process.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/01/2025

  [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,
  
  ***** ********