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

  509 Hepburn St Williamsport, PA 17701

• 

  Guardian Protection

  400 Delaware Ave Ste 101 Millsboro, DE 19966

• 

  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  

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:10/10/2024

  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.

  I bought a house in ************ in April 2021. As part of the move-in packet from my mortgage company there was an alarm service which I signed up for. I DID NOT realize I was signing a contract. As of 10/16/2024 my house will be sold and I am moving out of the country. Guardian refuses to cancel my contract without a $700 penalty and intends to continue billing me for a service I will no longer have on a house I no longer own. I don't even know if there is a termination date. I don't understand how this can be legal. Thank you.

  

  Business Response

  Date: 10/11/2024

  October 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 statements and concerns. 
  
  Our customer advised she had signed up for an alarm service as part of her move-in packet from her mortgage company and was not aware she was signing a contract.  She also noted she has sold the home and moving out of the country and is unhappy Guardian will not release her from her monitoring agreement without penalty.
  
  Our customers account came to ******************** by way of an Authorized Dealer known as AAA Home Security (AAA).  AAA is a separate and distinct company for which Guardian sometimes performs installations and 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 and negotiations, or any other aspects of AAAs business.
  
  Guardian is a customer-centric company and strives to provide its customers with alternatives to paying an early termination fee when they move or sell a property.  Guardian offers discounted installations at our customers new home, provided it is within our service area.  Guardian also will release customers from their agreements if the new owner of the home subscribes for monitoring services with Guardian.  However, if these options cannot be taken advantage of, our customer will need to pay an Early Termination Fee to satisfy their agreement, much like an unsatisfied mortgage or home improvement loan must be paid off if the customer moves or sells the property. 
  
  A review of our customers account shows ******************** emailed her agreements (attached) per her negotiations with ***, which were not signed for more than 14 hours after she received them.  The documents are clear that they are agreements. In addition, there was no sales representative present when she signed the documents and initialed the statement The initial term of this Agreement is 60 months in Section E) TERM AND AUTOMATIC RENEWAL of the Monitoring Agreement.  The Notice of Cancelation included with the agreements also provided our customer with notice she had 3 business days after signing the agreements to cancel the transaction without penalty or obligation.
  
  Guardian has an investment in our customers account that has not been recouped at this time.  It is for this reason Guardian is not in a position to waive the early termination fee outlined in her  Monitoring Agreement under Section 8.SUSPENSION; TERMINATION; DEFAULT: , which also states Your obligations under this Agreement continue even if You sell or leave the Premises.
  
  The closing for the property the security system was installed in has not taken place yet.  There is still the possibility the buyer may subscribe to monitoring services with Guardian once they move it.  Our customer is welcome to pay her monthly fee for another month, rather than pay the early termination fee immediately, to see if the buyer does activate monitoring services in their name. Our customer may also continue making payments monthly until the agreement term ends on May 25, 2026.
  
  Thank you for informing Guardian of this matter and providing an opportunity to have the issues reviewed and resolved.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:10/02/2024

  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.

  Signed up for monthly security protection in our first house. Was not told it was a five year contract. We went to move a year later and were told we had to pay $1,300 to leave contract or just take the equipment with us when we move if move into another area of service. We did not move into area of service originally. My husband is a coach so we move a lot. A year of paying services, we move into a rental and I calm to get reinstalled and at first am being told I will get new equipment and start up another contract but I say no, thats why we took our old equipment. I have 2.5 years left on contract. Still over $1,000 to pay out of contract to cancel. If I want to get reinstalled at new location, my monthly fee gets increased even though I am still on contract. Weve been paying monthly for a year with no service because we were not in an area. Now go to get reinstalled and we have to pay more? Its ridiculous. They didnt help when we moved the first time. We had to remove everything ourselves. Weve been paying with no service. And now they are still asking for more money but my buyout is still over 1k?! This company has absolutely no customer service help. They stick you to the contract but change the terms on you when you move? Unbelievable. All I want is to get out of business with this company but we cant afford the buyout and have three young kids. They offer no help but want more money from you. They need to take better care of their customers.

  

  Business Response

  Date: 10/11/2024

  October 11, 2024
  
  
  
  BBB of ********************
  ************************
  ********, *******;15106
  
  RE:        ***** ******* Complaint 2237032
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services****** (Guardian) of the above-referenced matter.  Guardian values the opportunity to address this customers concerns. 
  
  Our customer has moved from her home and states she was not told she would have a five-year contract.  She contends she was told to take the equipment with her when she did advise us she was moving, and now that she is ready for reinstallation at a new home, she is unhappy with the offers made by Guardian to install a system at her new home or to settle the account by paying the early termination fee.
  
  For background, our customers security system was sold and installed by representatives working for ********************** (AAA), an authorized dealer of Guardian, whereby all aspects of the sale and installation took place directly with the representatives of AAA.  *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services.  Guardian does not control any day-to-day business activities or internal policies and procedures of AAA, including security evaluations, negotiations, sales processes,installation practices or any other aspect of AAAs business and employees.
  
  Guardians records indicate ***************** initially engaged AAAs services on 12/28/2021, as memorialized in the Sale and Installation and Monitoring Agreements (attached) with the installation and activation of service, specific to a home located at ************************************************************************, taking place on 01/05/2022.  The initial term of the Monitoring Agreement is designated as sixty (60) months.  Our customer acknowledged the initial term by placing her initials beside the separate clause which states, The initial term of this Agreement is 60 months. and executed both agreements when she affixed her electronic signature on them. Further, the DocuSign Event Tracker indicates our customer had the electronic agreements for more than 24 hours,which Guardian feels was ample time for our customer to review the agreements and contact AAA with questions or concerns prior to signing them.
  
  Guardians Loyalty Liaison has not been able to reach our customer to revisit the offers previously made to her but has left messages.  At this time,Guardian has not recovered its investment in her account.  As noted above, the agreements our customer entered into with AAA were for an installation and services at her former home.  She is now requesting a second installation at another property.  Costs to provide equipment, labor and services have risen since January 2022, as reflected in the quotes for service at our customers new home.  ******************** has reviewed her account and can make some adjustments to the relocation quotes and early termination fee but is not in a position to release her at this time.
  
  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:09/26/2024

  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.

  The date of transaction was August 29th, 2023.I have been paying this company $54.00 a month since September 1, 2023 = $648.00 The business promised to provide me security service for my home.The reason I'm complaining is because since they installed this system they have had to replace the keypad panel 2 times. The system is constantly having issues. The cameras go down the panel issue errors and it alarms for no reason. I have had to call and they do provide technical assistance via the phone but recently it has not been working. If a tech comes out they charge me $75 each time and now charge an additional $30 for any equipment needed to change out. When I asked about cancelling the policy they want me to pay off a 47 month agreement with a 90% fee. Almost $2000 to pay off a system that has been causing trouble since it was installed. I am a senior citizen on a fixed income way below the national average income guidelines. This system was offered through my home insurance as an incentive but it turns out to be a financial burden.I informed them they can come remove the system and cancel the contract. Then I am informed that it is for 60 months and I thought it was for 24 months. But they do not remove equipment just charge you almost $2000 just to cancel, which is pure highway robbery.

  

  Business Response

  Date: 10/14/2024

  October
  14, 2024          
  
  
  BBB
  of Western Pennsylvania
  520
  E Main St, Suite 100
  Carnegie,
  PA  15106
  
  RE:        Deidrea Thompson  –  Complaint
  ID 22345647
  
  Dear
  Ms. Lane: 
  
  Thank
  you for forwarding our customer’s complaint to Guardian Protection Services,
  Inc. (“Guardian”).  Guardian is a
  customer-centric organization and values the opportunity to address any
  concern.    
  
  Our
  customer has expressed dissatisfaction with the performance of her security
  system and camera.  She noted the keypad
  (touchscreen control panel) has been replaced twice the camera and keypad go down
  and show there are issues, and the alarm has gone off for no apparent
  reason.  She is unhappy with the quote she
  received for a service appointment and for early termination.  She has requested cancelation of the contract
  with no financial penalty.
  
  Our
  customer’s account came to Guardian by way of an Authorized Dealer known as
  Choice Home Warranty.  Choice Home
  Warranty is a separate and distinct company, for which Guardian sometimes performs
  installations, and provides 24-hour monitoring services for customers whose
  systems were sold by Choice Home Warranty. 
  Guardian does not control any day-to-day business activities or any
  internal policies or procedures of Choice Home Warranty, including security
  evaluations, sales processes, or any other aspects of Choice Home Warranty’s business.
  
  Guardian
  was sorry to learn our customer has multiple issues with her security system and
  cameras.  While our records indicate the
  touchscreen control panel was only replaced once, and her video doorbell was
  replaced once, it is possible our service partner had made more than one trip
  to resolve the issues.  Guardian
  acknowledges our customer is continuing to experience issues with the
  system.  Guardian has provided our
  customer with two options moving forward, one of which is to release her from
  her agreement without penalty.  Our
  customer is considering the options, and we hope to have a resolution in place
  for her soon.
  
  Thank
  you for informing Guardian of this matter and providing an opportunity to have
  the issues reviewed and resolved.  Should
  you have any questions, please contact Guardian directly at (800) 776-3828.
  
  Sincerely,
  Agency
  Complaint Response Team

  Customer Answer

  Date: 10/17/2024

  [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 22345647, and find that this resolution is satisfactory to me. They have agreed to provide a free service call to take care of all the issues and if the issue occurs in 90 days I can cancel the agreement with no financial penalty.  They also reduce the number of years for the agreement from 5 to 2.  Deb has really been helpful.
  
  
  
  Regards,
  
  
  
  Deidrea Thompson

• Initial Complaint

  Date:09/06/2024

  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.

  They are constantly telling me that a technician will come out holding me there for the entire day at my house waiting for the technician when a technician never shows up at the end of the day around 4:00 they call me and tell me that he called out soon that he won't be there that day we'll make another appointment with you they've been doing this for 2 or 3 months

  

  Business Response

  Date: 09/16/2024

  September 16,2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: **** ******* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customers complaint. ********************************************* values the opportunity to provide response and work with our customer in an effort to resolve his complaint.
  
  Our customer expressed dissatisfaction with several onsite service appointments that resulted in his staying home all day only to have the technician not show up or receive a phone call advising Guardian needed to reschedule the appointment.  Our customer has requested compensation for his time spent and earnings lost when waiting on the technicians.
  
  Guardian is terribly sorry for the inconveniences caused by the three service appointments Guardian ended up needing to reschedule.  Guardian was able to locate the information for the last three on-site service appointments.    Guardian can confirm two of the appointments resulted in the customer waiting for the arrival of a technician for most of the day.  However, a narrowed arrival window of 4:40 PM to 6:40 PM was issued the night before one of the three appointments,and our customer did not need to stay home all day waiting for the technician to arrive.
  
  Guardian agreed to apply a credit of $400.00 to our customers account and refund it, or let it remain on the account to prepay future monthly monitoring fees.  Our customer accepted the credit and noted he felt notification of an arrival window the evening before an appointment didnt  provide enough advance notice for planning. 
  
  Guardian posted the credit to our customers account and again apologizes for his service experiences.  Guardian is diligently working on improving the scheduling of service calls and looks forward to improved service experiences in the near future.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at 1-800-776-832.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  Date:08/27/2024

  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.

  Unsatisfied customer, they automatically renewed my contract without me, knowing .Now they expect me to do a pay 1300 to cancel them not only that when I first contacted them it was for 2 years. Initially I call to have a service tech go to the house to fix a camera that has been working since Dec. 2022 and they could also see that in there system. The camera wasn't much of a concern since i had another camera that i had put with my internet service. A few days prior i had a false alarm and figured to call them and have everything working in perfect condition. The customer care rep mention to have a tech go would be 75.00 which i was ok with then went to mention that 30.00 per hour that the tech is there and to replace the camera and system i would have to also pay for every part of the equipment that get replaced. I had the customer rep transfer me to another person to be able to then delete the camera out of my account in which the rep also said that it would not change the monthly amount. i also mention to cancel my contact they didn't mention anything about being extra feeand recalled till this morning when i told them i have went to another company that is associate with the better business bureau and had amazing reference and the i stated that i went to there website and noticed that they didn't have any association with the better business bureau and they had multiple complaints due to the lack of customer service and overcharging. The only reason that i started with them was when we purchased the home the owner already had then system in the house . I just want to leave that company for the horrible time i have every had dealing with them and they aren't even available 24 hours a day they operate on eastern time. i am located in central time i work for Dallas county and by the time i get off work they are close and they don't answer emails.

  

  Business Response

  Date: 08/27/2024

  August
  27, 2024
  
  BBB
  of Western Pennsylvania
  520
  E Main Street, Suite 100
  Carnegie,
  PA   15106
  
  RE:        ******* ******** ********* ** ********
  
  Dear
  Better Business Bureau:
  
  Thank
  you for advising Guardian Protection Services, Inc. (“Guardian”) of the above
  referenced Complaint.  Guardian values
  the opportunity to address the customer’s statements and concerns. 
  
  Our
  customer states she contracted Guardian for 2-years and when she requested to
  cancel the service she learned she had signed an agreement with a 60-month term
  instead of 2 years and would have to pay a $1,300.00 early termination fee.  She also notes she has had issues with her
  camera, did not like the quote for an onsite service call and inquired about canceling
  the camera portion of her service.  She
  further states she was told canceling the camera portion of her service would
  not change her monthly fee and on that same phone call she inquired about
  canceling her service altogether and was not advised of an early termination
  fee.
  
  Guardian
  is sorry to hear our customer has had 
  issues with her camera.  Upon
  receipt of this correspondence, Guardian performed a thorough review of her
  account.  Our customer’s account came to
  Guardian by way of an Authorized Dealer know as Choice Home Warranty.  Choice Home Warranty is a separate and
  distinct company for which Guardian performs installations and provides 24-hour
  monitoring services for customers whose systems were sold by Choice Home
  Warranty.  Guardian does not control any
  day-to-day business activities or any internal policies or procedures of Choice
  Home Warranty, including security evaluations, sales promotions or processes,
  or any other aspects of Choice Home Warranty’s business.
  
  Guardian
  also found that Choice Home Warranty negotiated the sale and installation over
  the phone.  A review of the phone call
  between our customer and the Choice Home Warranty representative confirms the
  representative quoted a $50.00 installation cost, a 60-month term and a $49.99
  monthly service charge.  Also, our customer
  repeated the term back to the representative to ensure it was for sixty (60)
  months.  At no time during the conversation
  was “2 years” mentioned by our customer or the Choice Home Warranty sales representative.
  Upon completion of the negotiation, the Choice Home Warranty representative
  emailed the Monitoring and Sales and Installation
  
  Regarding
  our customer’s camera issues, she has only spoken with Guardian four times over
  the course of twenty-seven months.  She mentioned
  she was having an issue with the camera on June 1, 2022 when Guardian called
  her to welcome her and verify some account information, on June 27, 2023 when
  she called to update her autopay information, and on August 26, 2024.  The fourth call, made by our customer on
  August 27, 2024 was to cancel her account. 
  
  Our
  customer was not at home when we spoke with her in 2022, 2023.  She was asked to call back from the home so we
  could help her troubleshoot the issue.   Her first and only request for a service call was
  made on August 26, 2024 when she was not home to troubleshoot the camera.  The camera was out of warranty, per Section 6
  Limited Lifetime System Repair Coverage of her Sale and Installation Agreement,
  and she was quoted Guardian’s current time and material rates for an on-site
  service call.   She inquired about canceling the camera
  portion of her services during this phone call and was transferred from
  Customer Care to Guardian’s Loyalty Center.
  
  The
  Loyalty representative our customer spoke with on August 26, 2024 offered to
  reduce our customer’s monthly service charge by $2.00 if she canceled the
  camera service, even though she was not being billed for the camera service as
  part of the Choice Home Warranty promotion she took advantage of.  At no time during this phone call did our
  customer make any inquiry about her monitoring agreement or mention she was
  considering terminating her account.     
  
  Our
  customer called back this morning at 7:04 AM CT to cancel the service she had with
  Guardian.  She spoke with another
  representative from Guardian’s Loyalty Center.  He reviewed the notes from the representative
  who spoke with our customer on August 26, 2024 and confirmed she reported issues
  with the camera to him and he was in the process of having her monthly service
  charge lowered to $47.99.  The
  representative she called this morning again offered a service call which our
  customer declined.  He confirmed our
  customer had 33 months remaining on her agreement.  Our customer advised the representative she
  signed a 2-year agreement.  The representative
  confirmed the agreement we have on file has a 5-year term, had a copy of it emailed to her, and to have any 2-year term agreement she may have reviewed if she
  could forward it to Guardian.  The
  representative then quoted the early termination fee of $1,039.50.  The representative then went out of his way
  to offer as service call to try and reconnect her camera (not replace it) for a
  flat fee of $75.00.  Our customer declined
  the service call and said even if he could somehow arrange to send a technician
  at no charge, she was not interested.
  
  Due
  to the investment in this account, Guardian respectfully declines to discount
  or waive the Early Termination Fee.  Thank
  you for informing Guardian of this matter and providing an opportunity to have
  the issues reviewed and resolved.  Should
  you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

• Initial Complaint

  Date:08/18/2024

  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.

  I purchased this service on 8/12/2024 and on 8/15/24 i reviewed the information and noticed that they had enrolled me into a 60 month contract that i did not have knowledge of. when the installer was at my home and we were going over the paper work everything looked good. however, while reviewing the contract to print and put in my housing file, it now contains a page informing me that i am enrolled for 60 months and this was not apart of the packet he went over with me at my home. Its a very shady business practice. And i would like to cancel and get out of this 60 month contract that i didnt agree to.

  

  Business Response

  Date: 08/20/2024

  August
  20, 2024
  
  BBB
  of Western Pennsylvania
  520
  E Main St, Suite 100
  Carnegie,
  PA   15106
  
  RE:         **** **** * ********* ** ********
  
  Dear
  Better Business Bureau:
  
  Thank
  you for forwarding the above referenced complaint to Guardian Protection Services,
  Inc. (“Guardian”).  Guardian values the
  opportunity to address our customer’s statements.    
  
  Our
  customer has expressed dissatisfaction with learning on the day of installation
  that she entered into a 60-month monitoring commitment.  Our customer states she purchased the system
  on August 12, 2024 and her installation was performed on August 15, 2024.  Our customer states the cover sheet was not
  present with the original agreements she signed when purchasing the system, and
  that she didn’t agree to a 60-month monitoring term.
  
  With
  regard to our customer’s claim that the terms of the agreement were not
  communicated prior to signing the agreement, Guardian references the attached electronic
  paperwork sent to our customer for execution. 
  Guardian would first like to note that once Adobe Acrobat documents have
  been initialed and/or signed by the customer, the document cannot be altered.   Terms
  cannot be changed and pages, such as the cover sheet with the important terms
  of the agreements, cannot be inserted. The cover page was part of electronic
  paperwork at the time of creation on August 7, 2024.  Please refer to Adobe Acrobat’s “Packet Final
  Report” in the attachment.  It shows each
  step the electronic paperwork took, from creation to completion. Please note
  there is no reference to the document being edited or updated. 
  
  When
  reviewing the “Packet Final Report”, one will 
  notice the system was sold on August 7, 2024, the date the agreements
  were created and emailed to our customer, not August 13, 2024.  Our customer executed the Sale and
  Installation and Monitoring Agreements on August 7, 2024.  The paperwork included the cover sheet discussed
  above as well as a Notice of Cancelation that informed our customer she could cancel
  the transaction without penalty or obligation up until midnight on August 12,
  2024.  Additionally, please refer to
  section E) Initial Term and Automatic Renewal. 
  Our customer had to initial the statement “The initial term of this
  Agreement is 60 months (“Initial Term”) in order to execute/complete the
  electronic paperwork.
  
  We
  are sorry our customer did not review her agreements again during the 3-
  business days she had to cancel the transaction without penalty, or even prior
  to allowing our technician to perform the installation.  Guardian now has an investment in the home
  and is not in the position to release our customer from her Monitoring
  Agreement.  If our customer wishes to terminate
  the agreement early, she may do so per the terms of Section 18. EARLY
  TERMINATION / CANCELATION in his monitoring agreement. 
  
  Thank
  you for bringing this matter to Guardian’s attention and providing an
  opportunity for Guardian to respond to our customer’s statements.  Should you have any questions, please contact
  Guardian at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

• Initial Complaint

  Date:08/16/2024

  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.

  This company keeps sending me a bill claiming that I owe them money , i have not done business with this it company , I had a account with vintage security which I terminated a few months back i don’t understand how this company keep’s sending me a bill . Sounds like a scam .

  

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of Western
  Pennsylvania
  520 E Main
  Street, Suite 100
  Carnegie, PA
  15106
  
          RE: 
  **** ******* * ********* ********
  
  Dear Better
  Business Bureau:
  
  Thank you for
  forwarding our customer’s complaint. 
  Guardian Protection (“Guardian”) values the opportunity to resolve our
  customer’s issue.
  
  Our customer expressed dissatisfaction with continued billing after she
  terminated her account with Vintage several months ago.
  
  Guardian reviewed our customer’s account upon receipt of this
  complaint.  We found our customer had terminated
  services during the transition of services and billing from Vintage to
  Guardian.  We were able to confirm the request
  for termination and that a cancelation document was sent to the contract signer
  to sign and authorize the termination. 
  The signed cancellation document was never received from our customer, resulting
  in the final payment being applied to the account incorrectly.
  
  A representative called our customer and
  confirmed the billing would be terminated and the account balance was credited
  to $0.00 on this date.  We apologize there
  were issues with the processing of the account termination.
  
  Should you have any questions, please
  contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  Date:08/13/2024

  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.

  In the summer of 2021 I purchased my very first home. I opted to have a security system, I chose guardian because several other houses in the neighborhood used them. 3 years went by and I sold my house. I tried to cancel my account but they said there would be a cancellation fee of $1200 due at the time of the call. I told the rep, that there was never a cancellation fee discussed with me at the time of set up. She stated that the contract is for 60 months and that if I end it before the 60 months there is a fee. I do see on the contract where it says 60 months but NOWHERE on the contract does it go over an early cancellation fee. I feel this is wrong of them to try to enforce a cancellation fee without putting it in their contract. I would have never signed that contract had I known that!

  

  Business Response

  Date: 08/19/2024

  August
  19, 2024
  
  BBB
  of Western Pennsylvania
  520
  E Main St, Suite 100
  Carnegie,
  PA   15106
  
  RE:        ****** ***** * ********* ** ********
  
  Dear
  Better Business Bureau:
  
  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 has expressed dissatisfaction with Guardian’s request for payment of
  the $1,250.00 Early Termination Fee noted in her agreement.  She noted the Early Termination Fee was not
  discussed by her sales representative and stated she would not have signed a
  60-month term had she been aware of the Early Termination Fee. 
  
  For
  background, our customer’s security system was sold and installed by a
  representative working for AAA Home Security, LLC (“AAA”) whereby all aspects
  of the sale and installation, including the electronic paperwork, took place
  directly with the representative of AAA. 
  AAA is a separate and distinct company from Guardian, for which Guardian
  provided 24-hour monitoring and related services for customers whose systems
  were sold and installed by AAA, until such time that Guardian purchases the
  account from AAA.  Guardian does not
  control any day-to-day business activities or any internal policies or
  procedures of AAA, including security evaluations, sales processes,
  installation practices or any other aspects of AAA’s business and employees.
  
  Guardian
  is a customer-centric organization that has put several options in place to
  assist our customers who move.  Guardian
  offers to relocate services to our customer’s new home when possible, to waive
  the balance of the customer’s agreement term if the new owner of the home subscribes
  to monitoring services with Guardian, and payment of an Early Termination Fee
  being the worst case scenario.  Our
  customer confirmed she is not in a position to relocate the service at this
  time, and it is apparent the new owner is not interested in the monitoring
  services.
  
  A Guardian representative performed an in-depth review of
  our customer’s account then contacted our customer.  She noted the terms for terminating services
  before the end of the initial term are included in our customer’s Monitoring
  Agreement under Section 8) “Suspension; Termination; Default…”  This being said, due to status of our customer’s
  initial term and her account history, the representative found we were able to
  offer a reduced early termination fee which our customer indicated was
  satisfactory.
  
  Thank
  you for advising Guardian of this matter and providing an opportunity for
  additional assistance to our customer.  Should
  you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

  Customer Answer

  Date: 08/19/2024

  [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:08/02/2024

  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.

  my complaint to Guardian Protection: “My video doorbells battery has been degrading over the past 4 month i literally talked to more than 4 people & no one noticed today i was harassed & threatened on my porch & my video doorbell was broken & not working because your techs failed to catch a problem. so i call service & they say i have to PAY for a new one despite the product that you sold me & backed breaking. this is the most egregious issue ive ever dealt with in my entire life, Corbin employee * ***** *iterally told me im out of luck. i just paid a $600 bill for my annual subscription & your services aren’t working, you’re breaking the contract we signed & i’m going to be reporting this to the better business bureau. the one & only time i’ve ever needed your camera the camera was broken due to a degraded battery which once again <4 techs looked at it & said nothing about battery degrading. You guys are scamming me 100% & i will not stand for it. i’m going to be reaching out to his superiors with this complaint. your company failed to protect me when i needed it to. i will not rest until the whole world knows what happened today with your equipment malfunctioning while i got harassed on my own door step. this is EGREGIOUS!!!! this is not right & you are refusing to right the situation. you’re scam artists. nothing more”

  Customer Answer

  Date: 08/05/2024

  I had to call to have my broken video doorbell camera removed from my account. they tried billing me for a broken product that they know is broken i’ve talked to so many people there. it’s a corporate scam this is in reference to *********

  

  Business Response

  Date: 08/12/2024

  August
  12, 2024
  BBB
  of Western Pennsylvania
  520
  E Main St, Suite 100
  Carnegie,
  PA  15106
  
  RE:        ***** ******** * ********* **********
  
  Dear
  Better Business Bureau: 
  
  Thank
  you for forwarding our customer’s complaint to Guardian Protection Services,
  Inc. (“Guardian”).  Our customer has been
  in contact with several Guardian representatives, and we invite the opportunity
  to perform another review of his account and respond to his assertions.
  
  Our
  customer expressed dissatisfaction with his video doorbell.  He noted the battery has been degrading, Guardian
  was unable to detect there was an issue with the battery, the video doorbell no
  longer works, and feels Guardian should replace his video doorbell at no
  charge.  He is also unhappy that Guardian
  did not immediately stop the video doorbell service and reduce his monthly rate.
   And lastly, our customer asserts a
  representative literally told him he was out of luck. 
  
  Guardian
  would first like to say that we are sorry the customer’s doorbell has been
  malfunctioning and is now no longer working at all.  With regard to Guardian detecting issues, we
  refer our customer to Section 9) of his Monitoring Agreement which clearly
  indicates Guardian does not monitor any signals or images from camera devices.
  
  "9.  CAMERA
  SYSTEMS: If
  You purchase a camera, including video doorbells,
  and / or video storage (the “Camera System”),
  such specialized video service will
  be provided by a subcontractor.  Any capture, use, storage, transmission, or
  destruction of video events or alerts
  pertaining to the Camera System is conducted
  solely by the subcontractor.  The fee for video Services is included in the
  MSC.  You
  agree that the video Services are expressly
  limited to viewing real time events,
  recording and playback of events captured by
  the Camera System, and receiving
  alerts via Your web-connected device(s).  We do not monitor the video feed from the
  Camera System. 
  We will not receive signals or images from the Camera System
  and cannot notify any Authority in response to
  any signal from the Camera System.
  You agree that; (a) We need to access Your
  computer network to program the
  Camera System; (b) Your computer network will
  not be operational during
  installation; (c) You will need to have or
  obtain a compatible wireless router; and (d)
  We are not responsible for the security of
  stored images or data, including, without
  limitation, those stored on Your device or Your
  computer network."
  
  The
  notifications our customer received when his video doorbell lost its wi-fi
  connection or had battery performance issues, were received from a
  sub-contractor.  Guardian Technical Care representatives
  were able to help him reconnect  his
  video doorbell when he called on June 27, 20024, July 18, 2024, and July 30,
  2024.  It was when he called on August 2,
  2024 that it was determined the Video Doorbell’s battery was no longer
  functioning properly.
  
  We
  are sorry our customer is unhappy with the billable service rates he was quoted.  The warranty on his device has expired and
  the terms of his sale and installation agreement clearly state the Limited
  Lifetime System Repair Coverage does not apply to several items/situations including
  (a) video devices, including cameras, video doorbells, video storage (the “Camera
  System”) under Section 6.3 “What Is Not Covered.” 
  
  Our
  customer spoke with a representative from Guardian’s Loyalty Center on August
  3, 2024, the day after our customer spoke with Technical Care regarding the video
  doorbell battery issue.  The Loyalty
  representative made two offers to our customer, who was not eligible for a free
  replacement video doorbell:  1) to have
  the  video doorbell replaced for a flat
  charge of $175.00 rather than at our billable rates,  or 2) delete the video doorbell from the
  system and receive a $10.00 per month reduction of his monitoring fees.  
  
  Guardian’s
  liaison tried reaching our customer to advise him Guardian will honor the
  Loyalty Center representative’s offer to replace the video doorbell for a fee
  of $175.00, but her voice messages were not returned.  If our customer decides to take advantage of this
  offer, he  must contact Guardian and
  schedule the replacement of the device by August 31, 2024.  If our customer does elect to have his video
  doorbell replaced as Guardian has offered, his monthly service fees will increase
  by $10.00 per month when the video doorbell service is reactivated.  
  
  As
  to our customer’s annual payment for services, his billing was changed back to
  monthly billing.  Guardian should be able
  to request a pro-rated refund for the fees he paid for service through July 16,
  2025 on August 17, 2024 when the change to monthly billing is completed.
  
  Thank
  you for providing Guardian with an opportunity to address our customer’s
  complaint.  Should you have any
  questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

• Initial Complaint

  Date:07/31/2024

  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.

  Upon inquiring about the service I was told that the service could be transferred to new location since we anticipated needing to move before the 60 month contract was up. Was not disclosed that it had to be somewhere they operated. Moved out of state after 12 months and asked to transfer service to new location and was told the options were to pay the remaining charges for the life of the contract or transfer the contract to the new owner which they did not want. I knew that I would be moving back to my hometown and was told that it would not be an issue. When the time came I emailed the general manager and she emailed back that they did not operate in my new city.

  

  Business Response

  Date: 07/31/2024

  July 31, 2024
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA 
  15106
  
  RE:        **** ************** * ********* ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian
  Protection Services, Inc. (“Guardian”) of the above-referenced matter.  Guardian values the opportunity to provide address
  this customer’s concerns. 
  
  This customer’s complaint states her
  sales representative said the service could be transferred to a new location
  but did not disclose the new location had to be in an area where they operated.
   The other options for early termination
  were to transfer the service to the new owner or pay the agreement’s early
  termination fee.  The customer stated the
  new owners did not want the service and she does not want to pay the early
  termination fee.  She has asked that the
  contract be terminated without penalty.
  
  For background, our customer’s security
  system was sold and installed by a representative working for AAA Home
  Security, LLC (“AAA”), an authorized dealer of Guardian, whereby all aspects of
  the sale and installation took place directly with the representative of
  AAA.  AAA is a separate and distinct
  company from Guardian, for which Guardian provides 24-hour monitoring and
  related services.  Guardian does not control
  any day-to-day business activities or internal policies and procedures of AAA,
  including security evaluations, negotiations, sales processes, installation practices
  or any other aspect of AAA’s business and employees.
  
  Guardian’s records indicate *** ************** initially engaged AAA’s services on April 7, 2023, as
  memorialized in the Sale and Installation and Monitoring Agreements, with the
  installation and activation of service taking place on June 12, 2023.  The
  initial term of the Monitoring Agreement is designated as sixty (60)
  months.  *** ************** acknowledged the initial term by placing her
  initials beside the separate clause which states, “The initial term of this
  Agreement is 60 months.”  and executed both agreements when she affixed
  her electronic signature on them.  Further,
  AAA informed Guardian that the customer told AAA Home Security via a recorded
  call that she would be I the home for approximately 5 years.
  
  Given that *** **************** complaint
  and request relate to her sale, installation, and contractual obligation with
  AAA, her concerns and request will need to be addressed by AAA.  In an effort to assist in facilitating
  resolution, Guardian has provided a copy of the complaint to AAA.
  
  *** ************** may contact AAA
  directly at: AAA Home Security, LLC., 1*** ********** ****** ***** **** ******* ******* ** ******  ********** ***** *******7 to discuss this matter
  further.
  
  Sincerely,
  
  Agency Complaint Response Team