Important information
- Customer Complaint:The BBB of Western Pennsylvania processes complaints for all of Guardian Protection from throughout the United States since the company is headquartered in the Western Pennsylvania service area.
Complaints
This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 154 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2024
Type: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’m seeking discontinuation from our contract because Guardian cannot reliably provide the services they advertised. I have a 5 year contract 2020-2025 with Guardian for home monitoring. The panel that controls the service inside my home often disconnects for various reasons by itself. It is Guardian’s responsibility for the reliability of this panel but they charge a fee ti have it repaired. The entire home monitoring service doesn’t work unless the panel is repaired. This panel broke in October 2022 and just now while I was already on vacation out of the country. They have not provided any home monitoring services everytime I am on vacation when I need it. They also cannot fix the service unless they charge an unreasonable fee to just come and see the panel. They have multiple additional charges that are at the discretion of the repairman. I have asked that I am refunded for the time period not monitored or the service just put on pause until it is repaired.
Business Response
Date: 05/02/2024
May
2, 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 complaint. Guardian values the
opportunity to review our customer’s account and respond.
Our
customer stated he wished to have his agreement discontinued or service paused,
because his system is not currently functioning, and he is not in a position to
schedule a service call for some time.
He also noted his system disconnects at various times for unknown
reasons and it is Guardian’s responsibility to maintain the panel, but he is
displeased with the service charges quoted.
He feels the service charges are unreasonable and there is the possibility
of having additional charges added at the discretion of the technician.
A
Guardian representative contacted the customer to discuss the system warranty,
service plan, system issues and discuss possible resolutions to this complaint. Guardian would like to take this opportunity
to clarify some system, warranty, and service matters so our customer can
reference the information again in the future.
Our customer fully owns the security equipment
installed in his residence; it is not a leased system. The equipment and installation were warrantied
for one year from the date of activation.
After the warranty expired, our customer was provided with a Limited
Lifetime System Repair plan through the end of the Monitoring Agreement’s
term. The Limited Lifetime System Repair
plan provides for the repair or
replacement of defective equipment that is part of the monitored security
system during normal service hours, in exchange for payment of trip
fee/copay. The trip fee/copay is subject
to change and is currently $75.00. This
plan is limited and does not include the replacement of consumable items such
as batteries and obsolete equipment, home automation devices, and video devices. It also does not include repairs to the
monitored security system when it sustained physical damage or when the needed repair
is a result of an act of God or system alteration by any other party than
Guardian. Our customers with the Limited
Lifetime System Repair plan will be quoted the current copay but will also be
quoted the possibility of being charged our normal billable service rates if our
technician finds evidence the need for a repair is not due to a defect.
Regarding
the system issues our customer has experienced, Guardian would also like to
point out that our customer’s control panel has two means of communication,
cellular and wi-fi, with Guardian’s Monitoring Center. Often, when one means of communication fails,
the other means of communication continue. The system history shows our customer experienced
the loss of cellular communication multiple times in September and October of
2022. A service appointment was scheduled,
and the issue was resolved under the repair plan and our customer paid the
$75.00 Trip Fee. The next instance of a communication issue began
April 24, 2024 for reasons unknown at this time. Guardian did provide a credit to our customer’s
account to offset monitoring charges while he is unable to meet with a
technician. And we encourage our
customer to contact us to schedule a technician as soon as he is able.
Thank
you for bringing this matter to Guardian’s attention. Should you have any questions, please contact Guardian
at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamInitial Complaint
Date:04/16/2024
Type: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.
On or about November 21, 2023, a representative came to the home I had just purchased. It was a model home for a building development. The home already had a security system installed. I inquired about activating the system. The company representative showed me how to operate the system. We moved into the home in mid-December, but was out of home from January 1, 2024 until April 1, 2024. The system was not used in our absence. Upon return, I advised the company that I did not need a security system and was advised that I had committed to a 60 month contract and owed no less that 90% of the total for that term. It is alleged that I "electronically" signed the attached contract. I was not notified of the length of the commitment or that the acoount could not be terminated immediately upon notice. I am asking to terminate with no penalty.Business Response
Date: 04/29/2024
April 29, 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 complaint.
Our customer stated he decided
he did not need or want the security system monitoring services and was surprised
he had a 60-month contract and faced having to pay an Early Termination Fee equal
to 90% of the remaining term on his agreement.
He also states he was not notified of the length of the commitment and disputed
that he electronically signed the agreement.
He has asked that Guardian release him from the agreement without
penalty.
Guardian has been in
conversation with our customer regarding the events that led to our customer’s
activation and having a 60-month agreement, and to negotiate the early
termination of his account. Our customer
contacted Guardian when he found Guardian had installed a security system for
the builder of his home. Our review of a
recorded call on November 17, 2024, found our customer spoke with a
representative who clearly advised Guardian would waive the $195 activation
fee, provide monitoring services at $46.99 with a 60-month contract, and
provide three (3) months of free service.
The agreement was emailed to him for his review and signature on November
17, 2024 and the activation appointment was scheduled for November 22, 2024. Our records indicate the agreement was resent
via email on November 21, 2024 and signed on November 22, 2024.
While Guardian did not
install a new system for our customer, Guardian did have a technician on site
for several hours reconfiguring the system for his use, and training him on the
security panel and Guardian app. In
addition, Guardian has actively been monitoring the system and will react to
any signals received while the system is armed or disarmed. We had called our customer about an alarm
signal received on December 20, 2023 and again on January 13, 2024 when we
found his panel lost its wi-fi connection with our Monitoring Center.
Since Guardian did not install
a new system, Guardian agreed to settle the account for $200.00 which represents
the investment Guardian has made for this customer to date. This morning our customer reluctantly agreed
to pay $200.00 to terminate the account without further penalty or obligation.
Thank you for advising Guardian
of this matter. Should you have any
questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamInitial Complaint
Date:03/14/2024
Type: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.
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.
As shown on the attached contract between myself and Guardian, there is nothing stating my cancellation of service must be written. Regardless of this fact, I did provide written cancellation which they deemed insufficient despite the fact that Guardian has no language anywhere that states it has to be written. Their own representative stated this also. The contract does not contain any cancellation stipulations beyond midnight of the third day. I believe my notice of cancellation was sufficient and should be honored. My account should be credited and Guardian should stop harassing me with phone calls and email correspondence. I wish NO further communication from this company as they have shown reprehensible business practices in regard to my account. I thank you for your assistance in this matter.
ocumentation does it say I have to sign this "packet" to cancel service. She notified me that it is not written anywhere and was just a security measure to insure it was me who was cancelling the service. Despite the fact that I was verified through their system several times Guardian has refused to cancel my service without this "packet".
Regards,
*** *******Business Response
Date: 03/27/2024
March 27,
2024
BBB of
Western Pennsylvania
520 E Main
Street, Suite 100
Carnegie,
PA 15106
RE: *** ******** ********* ** ********
Dear Better
Business Bureau:
Guardian
Protection Services, Inc. (“Guardian”) is in receipt of our customer’s
complaint and values the opportunity to provide a response.
The
complainant states she canceled her Guardian services on December 6, 2024 and
is upset with the continued billing and phone calls about the account
balance. When she spoke with a
representative, she was told she needed to sign a “packet,” but refused to do
so because it would make her responsible for the December and January payments,
even though she had canceled. Further,
the customer believes there is no language in her agreement stating she needs to
sign the packet to cancel service.
Guardian would
like to share the correspondence from and to our customer in December
2023. While Guardian no longer has a copy
of the email messages our customer sent through Guardian’s website on December
6, 2023 and December 11, 2023, the full messages were copied into her file. Please see Attachment 1 to review the content
of the messages Guardian received (please note the date/time stamps are when her
emails were opened by Guardian and the email text was copied our customer’s
file.) Guardian was unable to cancel
services with such a vague request and replied to each email, asking her to
call (please see Attachments 2 & 3.)
Due to the
liabilities in this industry, Guardian
requires a written notification from the customer. Our customer can refer to her Sections E) Term and Automatic Renewal where the need
for written notice is documented. We
would like to note, as of this writing, Guardian is not enforcing the renewal
policy and will cancel an account in 30 or fewer days if the initial term of
the agreement has been satisfied, but written notice from a contract signer is
still required. Further, when a written
request is received, Guardian will still reach out to a contract signer prior
to processing the request to verify a master password, confirm they are the
author of the request, and verify the cancelation date. The “packet” is a cancelation form Guardian
offers to send for electronic signature as a convenience and memorializes the
details of the cancelation.
Guardian continued
to monitor our customer’s system and bill her for services beyond December 2023
because she did not call as instructed. She
finally called on February 7, 2024. Guardian agreed to cancel her services
effective February 19, 2024 and emailed her a cancelation form for her
signature the day she called. Her
account has since billed two more times, February 20, 2024 and March 20, 2024
due to the lack of a signed cancelation request. Guardian is willing to cancel the account
effective February 19, 2024 and credit the February and March statements and
late payment fees on the account provided our customer signs the cancelation
packet that was emailed to her on February 7, 2024, but our customer will need
to make payment of $114.72 for the December 20, 2023 and January 20, 2023
bills.
Thank you
for informing Guardian of this matter, and the need for additional training with
our representatives regarding agreement terms. Should you have any questions,
please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamBusiness Response
Date: 04/02/2024
April 2,
2024
BBB of
Western Pennsylvania
520 E Main
Street, Suite 100
Carnegie,
PA 15106
RE: *** ******** ********* ** ********
Dear Better
Business Bureau:
Guardian
Protection Services, Inc. (“Guardian”) is in receipt of our customer’s additional
comments regarding her contract and cancelation.
The
complainant states there is nothing on her agreement advising cancelation of
service must be written and does not contain any other cancelation stipulations
beyond the ability to cancel within three business days of the
transaction. She feels her email stating
“I would like to cancel this service. On
December 6, 2024 and her email message “I no longer require your company’s
services. They do not work and the price
to have someone come and fix your faulty equipment is ridiculously high. Please cancel my service. Thank you.” were both sufficient cancel
requests.
First,
please refer to attached snippet from our customer’s Monitoring Agreement. It is the section of the agreement we referred
to in our first response. The terms that
advise of the requirement to send cancelation requests in writing are
highlighted and underlined. Guardian would also like to point out our customer’s
Initial Term was not satisfied until January 2024. This needed to be discussed in order to have
both parties in agreement of an effective date of cancelation, in addition to verifying
that the request was from our contract signer.
Had our
customer simply followed the instructions in our emails, this matter would have
been taken care of in a timely fashion with no billing beyond her Initial Term’s
satisfaction date. Because she did not call
as requested in December, or sign the cancelation form we sent her in February,
Guardian continues to monitor her system and bill her for the services. Guardian would also like to note that while
her cameras may not be functioning properly, the monitored security devices are
working as evidenced by our customer’s continued arming and disarming of the
system, including this morning. Her
issue is with a camera that did not reconnect after she obtained a new router.
This
morning Guardian resent the Cancelation Form that was sent to her on February
7, 2024 for termination of services effective 2/19/2024. If our customer signs it by April 12, 2024,
Guardian will cancel the services and billing, and credit the February and March
bills and late fees that have accrued.
Should you
have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamCustomer Answer
Date: 04/02/2024
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.
As stated before, there is no language that requires a written cancellation of my services beyond the three days indicated on the documents I provided and the documents provided by Guardian. As for my arming and disarming of the system, I had previously set my alarm on an automatic setting to arm and disarm. The service does not work. I requested, in writing, for my system to not be monitored which means Guardian has been monitoring my system of their own accord and without my permission. The system was set to arm and disarm automatically and has not been physically armed by anyone in my household. I failed to cancel the schedule; however, I will ensure that it no longer arms and disarms automatically. Guardian calls me continuously to collect payment but after stating their need to speak to me they never once called. I have satisfied the terms of my contract. I am willing to make the December payment so that it satisfies the full 12 months but nothing beyond that.
Regards,
*** *******Business Response
Date: 04/05/2024
April 5,
2024
BBB of
Western Pennsylvania
520 E Main
Street, Suite 100
Carnegie,
PA 15106
RE: *** ******** ********* ** ********
Dear Better
Business Bureau:
Guardian
Protection Services, Inc. (“Guardian”) is in receipt of our customer’s additional
comments regarding her contract and cancelation.
While
Guardian is in complete disagreement with the complainant, Guardian will use
this complaint and associated correspondence as a valid written request to
cancel the monitoring of her security system.
The cancelation will take place today, April 5, 2024.
Guardian
will accept a final payment of $56.28 to settle this matter. We encourage the complainant, moving forward,
to review all correspondence with her various service providers and to take necessary action when
advised.
Should you
have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamCustomer Answer
Date: 04/10/2024
[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:03/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I receive the payment as promise from Safe N Sound
Regards,
****** ******t to do business with a bad company that employs liars that have dishonest sales people. I do not have the reps name, phone number is ************* his name may be Gary, I know he lives in Vegas and I have worked with him since 2016 for home alarms. Text messages with the sales rep are attachedBusiness Response
Date: 03/13/2024
March 11, 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”). Guardian is a customer-centric organization
and values the opportunity to address any concern.
The complainant has expressed
dissatisfaction with her sales representative.
She states her sales representative promised to repay her the monies she
paid to Brinks, but only paid her $99.00.
She is seeking repayment of $378.30 in monthly fees she paid to Brinks
after the sale, and to be released from her monitoring agreement.
For background, the
complainant’s security system was sold and installed by a representative
working for
Safe N Sound Home Management
Solutions (“Safe N Sound”) whereby all aspects of the sale and installation,
including the electronic paperwork, took place directly with Safe N Sound
representative. Safe N Sound 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 Safe N Sound, until such time that Guardian purchases the
account from Safe N Sound. Guardian does
not control any day-to-day business activities or any internal policies or
procedures of Safe N Sound, including security evaluations, sales processes,
installation practices or any other aspects of Safe N Sounds business and
employees.
Guardian is sorry to hear our
customer has had a poor experience with the handling of the transfer of her
monitoring services. Unfortunately,
Guardian does not have ownership of the complainant’s Monitoring Agreement
(attached) at this time, but in an effort to facilitate a resolution, Guardian
provided a copy of the complaint, and attachments, to Safe N Sound. It is Guardian’s understanding that Safe N
Sound has agreed to reimburse the customer for the $378.30 she paid to Brinks.
Thank you for informing
Guardian of this matter and providing an opportunity to respond. Should you have any questions, please contact
Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response
TeamInitial Complaint
Date:03/04/2024
Type: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 cancelled my service in DECEMBER OF 2023. I am still getting bills because they said I did not sign a document that they were sending over. I never was even told to look in my email for a document and I did not. My alarm system never communicated with the central panel and that is why I stopped the service. It never worked for years and did not work. The company was doing nothing for me. I don’t feel that I am responsible for $177 and some odd cents because of a document that I didn’t even know was coming to my email which I never saw.Business Response
Date: 03/05/2024
March
5, 2024
BBB
of Western Pennsylvania
520
E Main St, Suite 100
Carnegie,
PA 15106
RE: **** ******* * ********* ** ********
**** *** *****
Thank
you for forwarding the above referenced complaint to Guardian Protection
Services, Inc. (“Guardian”). Guardian values
the opportunity to address our customer’s issue.
Our
customer expressed dissatisfaction that Guardian continues to bill her account
when she called to cancel services in December 2023. She further states she was never told she
would be receiving a document in her email and therefore never looked. Our customer feels she is not responsible for
the current balance of $177.96 due on the account.
Guardian and many other companies
record calls between our representatives and clients, primarily for quality
purposes. It allows Guardian to assess
its representatives, ensure quality service and continuous improvement. Using recorded calls to monitor
employee-customer communications enables supervisors and managers to identify
areas where growth and training are necessary.
An additional value of call recording is the ability to review
communications for a client when a transaction or conversation is disputed,
which may lead to a resolution in our customer’s favor.
Guardian was able to review the December
18, 2023 conversation between the complainant and the representative she
discussed cancelation of the account with.
The representative said he would cancel the account effective 12/18/2023
and advised a cancel letter would be emailed to her and she needed to sign off
on it. The customer told the
representative she would need to document sent to an email address other than
the one Guardian had on file. She
provided the new email address, and the representative emailed the document prior
to the end of the call. He reminded her
again near the end of the call that she would need to sign it to complete the
process and to watch for an email from Adobe Acrobat, confirming it would work
similarly to DocuSign.
That being said, the complainant has
been a valued customer for many years and seemed to be juggling a number of
items at the time. Guardian has credited
the account balance in full in appreciation of our customer’s patronage. Should you have any questions, please contact
Guardian at (800) 776-8328.
Sincerely,
Agency
Complaint Response TeamInitial Complaint
Date:02/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** *******is was my contract with my initials and signature but I’ve never signed any papers. I never signed a contract it’s not my signature I don’t know who wrote this. I’m left-handed on my handwriting is not all that great, and I know my signature that is not my signature, and I can prove it I can send you all types of papers with my signature, and the papers that they sent me was not my signature and I’ve never signed a contract with them. They can’t tell you that I did because I didn’t and I just don’t wanna owe these people. I know I didn’t sign the contract because everything was done over the phone.Business Response
Date: 02/13/2024
February 13,
2024
BBB of
Western Pennsylvania
520 E Main
Street, Suite 100
Carnegie, PA
15106
*** ****** ******* * ********* ** ********
Dear Better
Business Bureau:
Thank you for
forwarding our customer’s complaint.
Guardian Protection (“Guardian”) values the opportunity to provide
response and to clarify this matter.
Our customer
contends she changed security monitoring providers for a lower rate, she could
not reach Guardian by telephone.
Furthermore, our customer states she does not recognize the signature on
the agreements mailed to her, and said she never signed any agreements.
For
background, our customer’s account came to Guardian by way of her purchase of the
system and services through AAA Smart Home Security (“AAA”), an Authorized
Dealer. All aspects of her sales
transaction took place directly with AAA.
Please note that AAA is a separate and distinct company from Guardian,
for which Guardian at times performs the sending of electronic paperwork and
installation, as well as 24-hour monitoring and related services. Guardian does not control any day-to-day
business activities, sales promotions, or internal policies or procedures of
AAA, or any other aspects of AAA’s business.
Guardian
emailed our customer an electronic Monitoring Agreement and an electronic Sales
and Installation Agreement (attached) on March 8, 2023 to memorialize the terms
of the transaction negotiated by our customer and AAA. Our customer did not sign the agreements
until March 10, 2023. Because our customer
chose to type in her name, rather than draw it, when executing the agreements
electronically, the software program chose the font which would not appear the
same as her normal handwritten signature.
Our customer
received the professional installation of a state-of-the-art touchscreen
control panel, two (2) door sensors, one (1) window sensor, one (1) motion
detector, one (1) outdoor camera and one (1) video doorbell for just $200.00 in
exchange for the 60-month monitoring agreement she signed. Guardian feels our customer had ample time to
review the terms of both the Monitoring Agreement and Sale and Installation
agreement prior to executing them. In
addition, she had three (3) business days
in which to cancel without penalty or obligation.
Guardian’s
records also show all communication attempts after June 12, 2023 were outbound
calls from Guardian to our customer, whereby voice messages were left, to
discuss billing and monitoring matters. If
our customer had difficulty reaching a representative during of our Customer
Care department, which is open seven days a week, she would have been able to
request a call back through the phone menu.Respectfully,
Guardian is unable to cancel our customer’s account without further
payment. Should she wish to cancel, she
is subject to the payment of the past due balance on the account, the
collection fees and the Alternate Performance Charge per the terms of Early
Termination / Cancelation as outlined in Section 18 of her Monitoring
Agreement.
Thank you for
providing Guardian with the opportunity to clarify this matter for all
parties. Should you have any questions,
please contact Guardian at 1-800-776-832.
Sincerely,
Agency
Complaint Response TeamInitial Complaint
Date:02/05/2024
Type: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 want to stop being billed for monitoring service. I don't even have a land line phone. Stop billing me. I can't access online, noone answers phone.Business Response
Date: 02/07/2024
February
7, 2024
BBB
of Western Pennsylvania
520
E Main Street, Suite 100
Carnegie,
PA 15106
RE: ***** ***** ********* ** ********
**** *** *****
Guardian
Protection Services, Inc. (“Guardian”) is in receipt of our customer’s
complaint.
Our
customer states he wants to cancel his services and billing and cannot reach
Guardian by phone or online.
Guardian
has no record that our customer called, tried Guardian’s website chat option,
or entered a request for a call through our website. If a customer tried contacting Guardian by
phone and there is an unusual hold time, the phone system gives customers an
option to request a call back if hold times are longer than they can work into
their schedule. While we have no record
of the customer attempting to contact us, Guardian has been leaving messages
asking him to contact us for some time now about a possible system issue.
Our
customer needs to call Guardian at 1-800-776-8328 between 8:00 AM and 8:00 PM,
Monday through Friday, or between 8:00 AM and 5:00 PM on Saturdays to request
cancelation of his services. We will be
happy to oblige. Please note our
customer will need to provide his verbal password in order for his request to
be processed.
Thank
you for informing Guardian of this matter.
Should you have any questions, please contact Guardian directly at (800)
776-8328.
Sincerely,
Agency
Complaint Response TeamInitial Complaint
Date:02/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
**** *******s supposed to be a 3 year contract. I've spoken with them over and over again with no resolution. They continue to harass me with phone calls even though I've repeatedly told them to stop calling me. They continue to run up a balance on an account that is supposed to be closed and have threatened to turn me into collections.Business Response
Date: 02/13/2024
February
13, 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 complaint. Guardian values
every opportunity to research and resolve our customers’ issue(s).
Our
customer stated he contacted Guardian in 2019 to have a name change done on the
account when he went through a divorce.
He stated he was not able to have a simple name change performed and was
required to upgrade a piece of equipment and sign a new agreement. He advised he called several months ago to cancel
the services and was surprised to find he had a 5-year agreement rather than a
3-year agreement as quoted in 2019. Our customer
has requested Guardian to close his account with a $0.00 balance.
A
thorough review of our customer’s account was performed upon receipt of this
complaint. Guardian’s records indicate Honeywell’s
support for our customer’s existing cellular communicator would be ending in
the near future and if it became unenrolled, it would not be able to be
reactivated. The cellular communicator needed
to be upgraded to prevent a disruption in services for our customer.
While
Guardian no longer has a copy of the call between our customer and the representative
he spoke with, the cost of the upgrade would have been able to be waived with
just a 36-month term. Guardian therefore
agreed to cancel our customer’s account and credit the current account balance
to $0.00 and notified our customer of such.
The necessary paperwork to terminate the services has been executed and
the account balance has been credited.
Thank
you for bringing this matter to Guardian’s attention. Should you have any questions, please contact Guardian
at (800) 776-8328.
Sincerely,
Agency
Complaint Response Team
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