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

  1063 - A Greenbag Rd. Morgantown, WV 26508

• 

  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  
• 

  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:12/09/2024

  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 moved to ***** in March of 2023. I signed for a service for a security system. I did not know it had a commitment of 5 years. I am a human trafficking survivor (HT). I had bought the system for safety. The system malfunctioned and I was getting frequent calls telling me that the system was malfunctioning. I called up customer service, asked them to fix the problem. They told me I had to go buy batteries to replace for the sensor. I asked them to turn off the system, that I am in the process of moving to ********. I am moving from ***** to ******** for safety purposes, because as mentioned before I am an HT survivor. ******* (The customer service agent) - ***************************** told me they do not have service in ********. Then preceded to tell me that they will turn off my service, and I would owe them $1398.05. I asked why the **** said the payment was late since they had just taken Novembers payment out. She told me the ****ing was incorrect, but never sent me the next ****, just told me that I would owe her 41 months of payment $1291.50 to terminate my contract. She told me or advised me to try and sell the service to the next home owner, since I am moving to ********. If need be, I can provide you with my therapist name and number, my real estate agent in ***** and my real estate agent in ********. Who can confirm that I am selling my house in ***** to get out of a dangerous situation, I would like to be released from my contract, and the early termination fee waived. It is causing an undo financial hardship at this time. As I said I am moving for safety reasons.Thank you for your assistance with this matter.

  Customer Answer

  Date: 12/10/2024

  
  Here is a bill from today requesting payment for December 2024 to Guardian.
  

  See Attachment

   

  
  Thank you,
  ****** *****

  

  Business Response

  Date: 12/18/2024

  
  December 17, 2024
  
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        ****** ***** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services, Inc.(Guardian) of the above referenced complaint. Guardian values the opportunity to address our customers concerns. 
  
  Our customer states she signed up for a security system and service when she moved to *****, in March of 2023, as she had safety concerns.  She said she was unaware she had a 5-year commitment.  She also advised she had a malfunction and was told to go buy batteries.  She more recently asked to cancel the service because she was moving to ******** for safety reasons and is upset *******, a representative of AAA quoted a termination fee of $1,291.50.  Our customer has asked to be released from the agreement without penalty.
  
  For background, the complainants security system was sold and installed by a representative working for ********************** (AAA)whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with a representative of AAA.  AAA is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by ***, until such time that Guardian purchases the account from AAA. Guardians records include a 60-month monitoring agreement our customer signed hours after it was emailed to her. One of the items initialed by our customer was the statement, The initial term of this agreement is 60 months (Initial Term).
  
  Guardian was surprised by this complaint and the customers alleged concerns for safety and security. Our review of her account found she had called Guardian to request cancelation of her account just six months after the installation because she did not use the system.  Our customer next requested cancelation on November 8, 2024 because she planned to move to *********  Our customer did not express safety or security concerns when requesting cancelation on either of these occasions, and she was referred to her AAA, her sale and installation company,to discuss early termination.   With regard to the sensor issue, our customer only called ******************** two months ago to try to resolve the issue.  A representative helped her trouble shoot it remotely, suggested she install new batteries, and advised she needed to call us back if new batteries did not resolve the issue so we could ship a new sensor or schedule service under her repair plan. 
  
  A Guardian representative reached out to our customer to discuss the account review and her agreements.  Our customer agreed to try and provide additional documentation regarding her situation as the complaint and Guardians records did not correspond.  The representative and our customer agreed to continue the conversation and review in the new year.
  
  Thank you for bringing this matter to Guardians attention.  Guardian assures the Better Business Bureau and our customer that the review process of the account and supplementary documentation will continue after the start of the new year.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 12/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am working with Guardian to be released from the contract. The response of requested documentation and phone were done before Christmas. I was told that Guardian upper managers will review a letter from my therapist on the issue. 
  

  It is not fully resolved, as of yet. And was told not to let it ruin my holidays.

  Hopefully, Guardian and I will come to a resolution. 

   Regards, 

  
  ****** *****

  Customer Answer

  Date: 12/23/2024

  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 am working with Guardian to be released from the contract. The response of requested documentation and phone were done before Christmas. I was told that Guardian upper managers will review a letter from my therapist on the issue. 
  
  It is not fully resolved, as of yet. And was told not to let it ruin my holidays.
  
  Hopefully, Guardian and I will come to a resolution. 

   
  Regards,
  
  ****** *****

  

  Business Response

  Date: 01/09/2025

  January 9, 2025
  
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        ****** ***** Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customers additional correspondence from December 223, 2024.
  
  As our customer noted, ******************** did receive the supporting documentation offered by our customer and forwarded it to our management team for review. 
  
  Guardian is happy to report a resolution was reached that was agreeable to both parties. 
  
  Sincerely,
  
  Agency Complaint Response Team

   

  Customer Answer

  Date: 01/10/2025

  [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:12/02/2024

  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.

  Unethical business. Service promised could not be meet and has not been meet after multiple attempts over years. Cameras do not send communication for hours/days/weeks at times. Packages have been stolen from my door without any communication from system. Food deliveries are not being picked up by system and sit until they are cold or forgotten often. Price is higher per month then comparable services annual charge that actually work. After advising the issues and requesting to be relieved on a contract (that I do NOT recall signing) - that information has been requested but not received. I was told I needed to remain with the none working service for $80 per month or pay approximately $1,000 to terminate. This is simply a scam to force consumers to remain on a service that CAN NOT perform as advertised or get this business an unwarranted payout.

  

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  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 address any concern.    
  
  Our customer has expressed dissatisfaction with the performance of his security cameras,noting he has had issues since the time of installation.  He had requested cancelation of his account and ********************, but Guardian had quoted an early termination fee of approximately $1,000.00.  Our customer wishes to be released from his agreement without penalty.
  
  For background, our customers account came to ******************** by way of an Authorized Dealer known as ********************** (AAA). AAA is a separate and distinct company, for which Guardian provides 24-hour monitoring services for customers whose systems were sold by AAA.  Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA, including security evaluations, sales processes, or any other aspects of AAAs business.
  
  Guardian was sorry to learn our customer has had ongoing issues with his video devices.  While ******************** does have records indicating we have helped him reconnect his video devices when he has changed internet providers, we have no records indicating our customer was experiencing any delays with his video notifications. It is possible his communications regarding lag times and delays were with his installation company, AAA.
  
  Guardian found our customer was under contract when his original agreement for a no charge installation was extended for further discounts on a system upgrade and equipment additions.  However, Guardian was able to negotiate the early termination of the customers current agreement term to an amount our customer found satisfactory. Our customer paid the negotiated early termination fee, and his account is in the process of being terminated without further penalty or obligation.
  
  Thank you for informing Guardian of this matter and providing an opportunity to have the issue reviewed and resolved.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:11/08/2024

  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.

  We were asked to do a 6 month free trial. When the trial was over they wouldn't come pick up the equipment. Now they say we owe *******.

  

  Business Response

  Date: 11/11/2024

  November 11, 2024
  
  
  
  BBB of ********************
  ************************
  ********,*******; 15106
  
  RE:        ****** ******** - Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services*****. (Guardian) of the above referenced Complaint.  Guardian values the opportunity to address the customers questions and concerns.
  
  ******************** conducted a thorough review of the above matter and have determined that the customers account came to ******************** by way of an Authorized Dealer known as *************************** *************** ****************** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by ******************* Guardian does not control any day-to-day business activities or any internal policies or procedures of ************* including security evaluations, sales processes, promotions, installation practices or any other aspects of ************* business.
  
  This customer advised ******************** on July 8, 2024 that she wished to cancel her account.  A ******************** representative advised her she needed to contact ************ to discuss her request.  Our records show all services and billing by Guardian ceased effective August 30, 2024.
  
  Further,Guardian does not own the complainants account/agreement and has not been in communication with the customer since July 8, 2024.  ****************** regarding a 6-month trial,equipment, agreement, and account settlement must be addressed directly with *******************
  
  Our customer may contact ************ directly at:  ******************************************, telephone: **************.
  
  Thank you for providing Guardian with the opportunity to clarify this matter. 
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:11/05/2024

  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.

  About three years ago I purchased an alarm service with the above alarm company and the salesman initially mislead me in purchasing a five year contract which lead to a rocky start and then I was misinformed that my service contract was not what I was initially sold instead I had to pay for the service calls plus $75.00 plus fee for cost of gas and maintaining guardian fleet vehicles. Since Ive had this terrible and faulty camera service outages without warning and the tech support associates are very mean spirited and unrealiable to the point that over time Ive become emotionally, mentally and frustrated with the low level type equipment issues/trouble Ive been incurring and Im dealing with my rear camera has not been working for now the eleventh day and this is NOT what I pay for each month. At this point I just want to cancel my service with guardian so I can move on and find a more reliable alarm company that can meet the Doughtys expectations and needs to again keep up safe and provide world class service. Lastly, I requested a call from a supervisor/manager on last night and to this point, it still has not happened- why???Very unhappy loyal customers.

  

  Business Response

  Date: 11/13/2024

  November 13, 2024
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        **** ******* Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian).  Guardian values the opportunity to review our customers account and resolve his issues.
  
  Our customer expressed several dissatisfactory items with regard to his customer history with ********************. The current issue regards the connectivity of his cameras, mainly his rear yard outdoor camera.  Our customer is unhappy he has been without use of the camera for nearly two weeks as well as the service charges quoted when efforts to troubleshoot the camera problems with a technician over the phone did not solve the problems.
  
  Guardian would first like to apologize to our customer for the issues he has been experiencing.  Video device connectivity is less reliable that monitored security devices because of their dependence on active internet service,  good wi-fi connections to a customers internet router, as well as the customers internet speeds.  And troubleshooting camera issues can be quite challenging.
  
  According to our customers agreements and Limited Lifetime System Repair plan, video devices have a ****** warranty.  After the 90-day warranty expired, service calls for video devices are billed under time and material charges.  That being said, within the last several weeks, Guardian made a major change to their Limited Lifetime System Repair plan.  Guardian is now including repairs to video devices and home automation devices that are found to be defective within the initial term of their monitoring agreement.  While there are still exclusions, a review of the camera problem our customer is having indicates the repair is now covered and Guardian will bill the copay/trip fee but no parts or labor.
  
  A Guardian representative was able to connect with our customer and review the recent service plan update, which occurred sometime after his last call to Guardian about the rear camera issue.  Our customer was pleased to hear of the change and that his cameras would have repair coverage for seventeen more months should they be found defective.
  
  Our customer accepted a service call for which he will only be billed the copay/trip fee.  Guardian also applied a credit to his account balance to make up for the loss of use of the rear yard camera and his frustrations troubleshooting.  Our customer indicated this resolution was satisfactory.
  Thank you for providing Guardian with an opportunity to further research and resolve this matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:11/02/2024

  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.

  A ***resentative of this company came to my newly acquired home and marketed their product to me. I asked like I would any other business if there was a penalty fee or contract that would make it impossible to stop the services at anytime to which he answered a resounding no. About a year in, I started having issues with the system and called to get help. They had me doing manual labor, poking and prodding the camera/alarm and to no avail. Spent a couple hours with several **** and eventually asked what other options are available. They said they could send someone to my address and would charge me 150 dollars and some other fee after every 30 minutes or so.They also said Id pay to have the instrument ***laced. I was shocked and didnt understand why. I decided their service was not up to par and that Id like to have their services disconnected.. to which I was told Id have to pay them for the remaining 5+ years on the contract. I asked what 5 years and they said the contract I signed was for 6 years!! Ive never heard of such a predatory contract and referred back to the sales *** who told me no contracts or penalties to which they told me isnt true and that I need to pay for the remaining years or be stuck with the product despite their terrible service and conditions while I pay 60+ dollars every month.they also told me even if I move, I need to get the new tenants to take on the services for the remaining years or Id automatically owe them if the new tenants refuse to take on the service and cost. I need help to make sure I can disconnect this service and find a better provider. I do not belive they should be able to provide below par service and hold customers hostage to a SIX YEARS contract while having **** verbally tell customers there arent fees or penalties to disconnect service for ANY reason. Can you please help me as I would never have agreed to such a deal for SIX YEARS.. they had me sign this deal under false advertisement. Please help me.

  

  Business Response

  Date: 11/11/2024

  November 11, 2024
  
  
  BBB of ********************
  ************************
  ********,*******;  15106
  
  RE:        Whitneyhope Oguejiofor Complaint 3184347
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services*****. (Guardian) of the above referenced complaint.  Guardian values the opportunity to review our customers account and respond.
  
  Our customer stated she first learned she had a contract with a termination clause when she contacted Guardian for technical assistance with her video doorbell approximately a year after her original installation.   She is also very unhappy with the billable service rates that were quoted if Guardian sent a technician to her site to try and resolve the issue.  Our customer said she was told she could stop the  service at any time without a penalty fee.  Our customer wishes to cancel without penalty due because Guardian is not providing adequate service and maintenance.
  
  For background, the complainants security system was sold and installed by a representative working for ********************** (AAA) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly a representative of AAA.  AAA is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by AAA, until such time that Guardians purchase of the account is finalized.  Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA,including security evaluations, sales processes, promotions, installation practices or any other aspects of AAAs business and employees.
  
  Guardian reviewed this customers account and paperwork upon receipt of this complaint.  Guardian found our customer received an installation of a security system with a video doorbell and two home automation devices at no charge and had electronically signed a Monitoring Agreement with an initial term of 60 months (5 years).  The Monitoring Agreement (attached) did not have any special conditions noting the customer could cancel the agreement without penalty.  The Monitoring Agreement includes the statement The initial term of this Agreement is 60 months (Initial Term) in Section E, which our customer initialed, as well terms for Early Termination / Cancelation in Section 18. The Sales and Installation agreement includes the terms of our customers Limited Lifetime System Repair coverage in Section 6.   Lastly, she was also provided with a Notice that she could cancel the transaction without penalty within three business days.
  
  Our customer first contacted ******************** about issues with her video doorbell on September 18, 2024.  This was thirteen months after the installation and ten months after the 90-day warranty expired, and she was therefore quoted billable rates for an on-site service call.  In addition, our customers video doorbell went offline because she made a change to her internet router, not as a result of a manufacturer or installation issue or normal daily use, and a service call would have been billable even if the 90-day warranty had not yet expired.
  Guardians ************** representatives tried helping our customer reconnect the cameras over the phone so she could avoid being charged time and material rates for a service call.  While it took some time and effort by both the Guardian representatives and our customer, in the end the video doorbell did connect to our customers new router. 
  
  However,there is still an issue with video doorbell that may be a hardware issue resulting from normal daily use.  Our customer can hear a visitor at her door, but the visitor cannot hear our customer.  If our customer has given the ******************** app the permission to use her phones microphone, then the issue would be a hardware issue rather than a settings issue. 
  
  Guardian made a change to its service plan between the time our customer last called about her video doorbell issue and the submission of her complaint to the Better Business Bureau.  Guardian is now servicing video devices under a copay, rather than time and material charges, for covered issues through the end of the initial term of their original monitoring agreement. 
  
  Guardian will now send a technician on site for our customers current video doorbell issue under our current $75.00 plus tax. Guardian also agreed to make an adjustment to our customers initial monitoring term.  Our customer inquired about some other changes to her system and is currently considering the options presented to her. 
  
  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:11/01/2024

  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.

  This summer on or around 8/1/2024, I had some work done by the company to improve the service. The work contract was signed with the knowledge that some parts of the contract would need to be updated once pricing was confirmed for some elements. Noted by the tradesman who came to do the instsall was that his boss would have to finalize pricing - this is why payment would be done at a later ******* issue here is that no one contacted me about pricing and I was just told that this is the price (a few months later). Confirmation of the pricing number was on Nov 1, 2024. They also told me I was late with the payment and that if I didn't want the work done I shouldn't have signed. Issue here is that this is a terrible customer experience and makes me not want to work with them.Further, I am an annual customer. I pay once a year! If they wanted their payment earlier, I have autopay on. Further, all information on their site says that my next payment is xxxx.1. They are charging me late payments. I want that recompensed as I don't believe I was late with a payment.2. I want a formal apology from them for this experience and to promise that they will not do this again to another customer.

  

  Business Response

  Date: 11/11/2024

  November 11, 2024
  
  
  
  BBB of ********************
  ************************
  ********, *******;15106
  
  RE:        ***** **** Complaint 2501174
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services*****. (Guardian) of the above referenced complaint.  Guardian values the opportunity to address our customers concerns. 
  
  Our customer states he had service work done by Guardian to improve his service (system.) He stated the work contract was signed with the knowledge that some parts of the contract would need to be updated once the technicians boss confirmed pricing for certain elements of the work.  He advised he was never contacted with finalized pricing and also has auto-pay, therefore his payments for the work should not be considered late.  Our customer has requested a formal apology and a promise that Guardian does not do this to another customer.
  
  First, ******************** would like to formally apologize for our customers experience. ********************* payment  representative should have reached out to their supervisory staff for assistance in resolving the pricing issues after learning about it from our customer.  The representative also should have explained that Guardian will not use the autopay service to take payments of service or installation work.  Guardian regrets our customer had to submit a complaint to the ********************** in order to have this matter researched and resolved.
  
  A member of Guardians Agency complaint Response Team reached out to our customer to learn more about the pricing issue experienced at the time of the service call. Upon review, Guardian provided our customer with a monitoring credit that was nearly the equivalent of a 25% discount on the equipment pricing.  Our customer indicated the credit offer satisfactory and the credit was applied to his account on November 6, 2024.
  
  Guardian would again like to apologize for our customers experience and thank him for his patience and identification of coaching opportunities within Guardians corporate office.  Guardian will do its utmost to avoid similar issues in the future.  Should have any questions,please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  Date:10/30/2024

  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.

  See PARTIAL letter (due to limitation of this format) that I sent to the CEO who did NOT respond to me.Dear *** *********:I have been a customer of ******************** for over 20 years and have recommended you to others many times.I am writing this letter to document my ongoing problems with my new Guardian Protection security system. I purchased my new system in April of this year with installation on 4.11.24. We spent $874.00 to upgrade our system to a wireless system along with an increase in our monthly monitoring ****** July, the second keypad in the master bedroom continued to malfunction. I called and the gentleman that I spoke to was very understanding. I asked since the system was new, would Guardian come out and service the system without a charge. The gentlemen told me that Guardian would probably do so, but he needed to check with his supervisor. After being on hold for a while, he came back on the line and told me that I would have to pay for the new keypad and a service call. I felt that was inappropriate given that my system was brand new. I refused the service appointment and hung up.On July 26, I called Guardian back to cancel my agreement and was connected to ***** in Loyalty who agreed that my circumstances deserved better service. On July 30, a different technician showed up (who was very professional) and worked on my new system and I was not charged. This past weekend (September *****, 2024) ...we were awakened with text messages that continued all day Saturday through Sunday. We received multiple text messages that included: Kitchen glass break is offline, family room glass break is offline, bottom translator is offline, laundry room glass break is offline, master bedroom glass break is offline. Each of these messages were received multiple times all hours of the day and night. Meanwhile, the second keypad in the master bedroom STILL does not work.

  

  Business Response

  Date: 11/14/2024

  November 14, 2024
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        ******* ******* Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian).  Guardian values the opportunity to review our customers account and resolve his issues.
  
  Our customer expressed dissatisfaction with being quoted a service fee to resolve an issue with his security system that occurred shortly after it was upgraded.  Additionally, he was frustrated with a lack of response to his correspondence sent to ***** ********** Guardians president.  Our customer further noted he is continuing to have issues with his system.
  
  Guardian would first like to apologize to our long-time loyal customer for the issues he has been experiencing as well as the lack of a response to his correspondence.  Guardian either did not receive our customers correspondence, or it was misdirected when being forwarded.  Mr. ********** or an assistant  in his absence, would have responded promptly had the correspondence made it to his desk.  It is unfortunate as our customers issues could have been addressed, and hopefully resolved, more quickly.
  
  For background, our customers installation had a ****** warranty after which a trip fee would be billed for covered repairs through the end of his agreement term (parts and labor charges would not have applied.)  Our customer reported the secondary touchscreen issue six days after the 90-day warranty expired.  Guardian is sorry the supervisor on duty at the time did not make an exception to provide the necessary service call under warranty and are thankful the Loyalty representative did schedule a service call for July 30, 2024 at no charge.
  
  As our customer noted, he has had issues after the July ******* service call, and the number of issues had increased.  Guardian Loyalty Liaison reached out to our customer and offered another service call at no charge as well as credits to his account to prepay several months of monitoring to make up for our customers experience and inconveniences.
  
  Our customer accepted the service call and credits.  The credits have been applied to the account.  On November 11, 2024, a Guardian technician switched the locations of the touchscreen control panel and the secondary touchscreen in an effort to improve the wireless connections for the touchscreens and devices.  As of this writing, there have been no new trouble conditions with our customers systems and ******************** is hopeful the problems are fully corrected.  Our customer has ********************* Loyalty Liaisons contact information should the troubles recur. In addition, the liaison applied credits to our customers account to prepay several months of monitoring.
  
  Thank you for providing Guardian with an opportunity to further review and resolve our customers issues matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 11/14/2024

  
  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:10/22/2024

  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.

  "Professional 24/7 Monitoring Protection" is what I paid for monthly for years and what you write on your invoice. Since August I am no longer of the opinion, that your team is working ***************** wife came to ******, ** from *******, where we stayed since May on August, 17. A friend was with her for a two week vacation. What they found out when they entered the house was a beeping from the alarm system. There was no way to stop that tone also not during the night. On August 20, a ********** came and tried to find out what caused the sound. He was of the opinion it was the battery of the panel. He changed it. The sound was gone for some time but came back after a short time the same day. He came back some days later. He installed a new panel, but had no intention to connect the installed Z-Wave operators. Days later at the end of the stay of my wife, a second ********** came and installed the original operators, not those I had added.Being in ****** I got several false alarms, once even the police was called. I could see on my cameras and on the door bell, that this usually happened, when our house sitter or my son, were in the house, had disarmed the alarm and later armed it, and left the house in ******** we are back. I had several phone calls and sent emails to Guardian. Long talks, no results. We went to walk our dogs and I set the alarm AWAY. After a while I got the call that there is an alarm, like every time before. The *** wanted that I agree to call the police. He did not want to accept that this was a false alarm like several times before. He told me there could be someone coming in from the backyard over the fence. Crazy stuff.We are now at end of October. Since August you are not able to set our system in working condition.

  

  Business Response

  Date: 10/30/2024

  
  October 30, 2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: ****** ********* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customers complaint. ********************************************* values the opportunity to review and resolve our customers service issues.
  
  Our customer expressed frustration with repeated service calls in August, one of which resulted in a new touchscreen control panel that did not have all of the devices connected to it,followed by numerous false alarms from late August through the October 25, 2024.
  
  Guardian researched the current state of each of the customers devices upon receipt of the complaint.  It was noted that an existing motion sensor had a poor signal to the new touchscreen control and may not have been communicating properly at all times. Guardian determined the best course of action was to replace the motion sensor with a new motion sensor that had would have more powerful wireless communications with the new touchscreen control
  
  A Guardian representative reached out to our customer to both apologize for this experience and offer a service call at no cost to our customer, to replace the older motion sensor.  A Guardian technician replaced the motion sensor on October 26, 2024 and as of this writing there have been no accidental alarms from the new motion sensor.
  
  Our customer has the direct contact information of a representative he can work with directly,should he experience any more issues with the system.  Thank you again for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 10/31/2024

  [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:10/15/2024

  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.

  On 14 August 2024, I submitted an annual payment of $641.59 (56.28 x 12 less 5%). On the 15th of August 2024, I cancelled my service. I was upset over a **** I had received ($199.18) for technical support. I believed the fee to be excessive for the service provided (replace a plug-in device). At that time, I owed a balance of $199.18 plus three-monthly payments of $56.28, according to Guardian Protection. $641.59 - $199.18 (Service Charge) = $442.41 - $168.84 ($56.28 X 3) = $273.57. I want $273.57 refunded to me. I have called Guardian Protection on four occasions. Today being the fourth. I was initially told I would get my refund on 15 September, then it was moved to 15 October. Today I was told I would get a refund for $300+ in two or three weeks. I do not believe Guardian Protection is acting in good faith. I just want the refund.

  Customer Answer

  Date: 10/18/2024

  A Guardian Protection Resolution Specialist (scary that they actually have them) named Debbie (866) 608-7567 called and left a voice message on Wednesday, 16th of October. She apologized for the delay and said I would be getting a refund of $335.47 by next Wednesday. Since I was only asking for a refund of $273.57, I completely accept their offer. Not really sure how they arrived at their refund amount but no complaint here.

   

  Michael Lee Poundstone

• Initial Complaint

  Date:10/14/2024

  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.

  Early September 2024, we received an automated text message from Guardian Protection informing us of a past due balance of approximately $194. This was not a surprise to us as we have been experiencing issues with our automated payment service. Through Guardian Protection's ************ we entered our Guardian Account number. The *********** indicated we owed the approximate $194 dollars, and we went through with the payment. On October 13th 2024, we received an automated text from Guardian indicating we owed approximately $259. Researching the bill showed that $194 of the $257 was tied to the September balance. We checked our banking statement and saw the $194 withdrawal on September 13th by "Guardian Alarm'. We contacted Guardian Protection on Sunday October 13 revealing the issue. They confirmed Guardian Alarm was another companyand suggested Guardian Protection was not liable for the misdirected payment. I then contacted Guardian Alarm. Guardian Alarm took immeidate action and asked that we file a dispute with the bank so that we can get our money back quicker. Guardian Alarm also confirmed they were using a 3rd party *********** that other alarm companies also use. On Monday October 14th, I contacted Guardian Protection again and Guardian Protection confirmed they were using a 3rd party ************ that they were sorry, and they were going to contact the company providing the *** services. Due to the violation of data privacy, I would like to discontinue my Guardian Protection services, but was told I would be charged for this. Due to the nature of this data-related incident, I would prefer my to end my contract at no additional cost. However, given the nature of this offense, there are other options.

  

  Business Response

  Date: 10/28/2024

  October 27, 2024
  
  
  
  BBB of ********************
  ****************************
  ********,*******;  15106
  
  RE:        ******* ******** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for advising Guardian Protection Services****** (Guardian Protection) of our customers issue.  ********************** values the opportunity to research and address this matter.
  
  Our customer stated they received an automated text from Guardian Protection in early September informing them of a balance due of approximately $194.00 and they made the payment through Guardian Protections *** service.  He notes they received another automated text message on October 13, 2024 advising them they now owed approximately $259.00 and found this balance due included the $194.00 they had paid in September.  They checked their bank statement and found the payment of approximately $194.00 had been withdrawn from their account by ******************** Alarm.  At this point they contacted Guardian Protection and were informed that Guardian Alarm is a different company.   Our customer notes they then contacted ******************** Alarm, who confirmed they use a 3rd party ***, and they would contact their *** service about this matter.  Our customer suggests ********************** violated data privacy and requested to discontinue their service, but was told there would be a fee to do so.  The customer asked to be released from their agreement without penalty.
  
  Guardian Protection has conducted investigations internally as well as with the vendor that handles all Guardian Protection customer transactions.  ********************** has also collaborated with our customer to assure all possibilities were examined and has kept our customer informed.
  
  According to our customers phone log, the text message advising of a balance due in the amount of $94.85 was received on September 9, 2024.  The customers banking statement shows an entry on September 13, 2024 for the transaction Guardian Alarm 09/12 Purchase ************ MI in the amount of $194.85.  
  
  Guardian Protections third-party payment processer found their automated payment line did not receive any calls from either the complainant or his wife.  Additionally, they informed Guardian Protection that they did not do business with or for Guardian Alarm.
  
  Guardian Protections ********************************* researched all calls to Guardian Protection on September 12, 2024 from the complaints phone and found no calls to our call center or ***.  When we informed the complaint, he advised the call was made by his wife.  Guardian Protection then researched all calls from the complainants wife.  Guardian Protection did find a call to its *** for ************* from the complainants wife on September 12, 2024.  The call was for 115 seconds, not long enough to make a payment by phone, and the call was not transferred to our payment processors *** or to a representative.
  
  Guardian Protections findings indicate there were no errors, negligence, or lapse of data privacy  by Guardian Protection.  Guardian Protection can only speculate as to how Guardian Alarm received a payment of $194.85 from our customer.  We hope our customer is able to learn how this happened and takes steps to prevent a similar occurrence in the future.
  
  Thank you for informing Guardian Protection of this matter and providing an opportunity to have the issue reviewed.    Should you have any questions, please contact Guardian Protection directly at **************.
  
  Sincerely,
  Agency Complaint Response Team
  

  Customer Answer

  Date: 10/28/2024

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