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

  8014 Flannery Ct Manassas, VA 20109

• 

  Guardian Protection

  509 Hepburn St Williamsport, PA 17701

• 

  Guardian Protection Services, Inc.

  4013 Vincennes Rd Indianapolis, IN 46268

• 

  Guardian Protection

  2557 Route 130 Ste 2 Cranbury, NJ 08512

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:12/28/2023

  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.

  Our family recently built a new home. During the new build process we were asked is we want to instal guardian security monitoring at our residence. Long story short, we were sold something that we thought was much more robust and offered more advantages then what we thought. However, our biggest concern is that we thought there was only an installation fee and not a monthly services fee. Let alone being locked into a contract for 5 years. These items were not communicated to us in any way besides when we signed the incredibly long, multiple page purchase contract. This company is incredibly deceiving. As a result, we pay $60/mn for a service we get 0 use from and are locked into this for 5 years. Again, this was not communicated to us in any way by the sale man.
  
  When I tried cancelling services they said they were not able to do that. I said I was more than happy to pay for the installation fee as we did agree on that but I was completely unaware of the monthly service fee of $60/mn which I would’ve never signed up for. That is absolutely ridiculous.

  

  Business Response

  Date: 01/03/2024

  January 3, 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 his security system, which he thought would be more robust, and was
  surprised to learn he had entered into a 60-month monitoring agreement, stating
  the terms of the monitoring agreement were not communicated with him.  He is disputing the amount of $3600.00 which
  matches no sale, installation, or monthly service charges, nor the early
  termination fee quoted by Guardian.
  
  First, Guardian would like to
  note the system is as robust as the customer’s investment.  To date, the customer has a basic security
  system with an automatic garage door opener, both of which can be managed and
  controlled remotely.  The customer paid
  just $365.00 for the installation in exchange for the 60-month monitoring commitment
  he entered.  His monthly service charge
  is just $49.99 before tax.
  
  The system can be expanded
  upon, with the purchase of additional devices/services, including intrusion sensors,
  life safety devices such as monitored smoke detectors and carbon monoxide
  detectors, flood and temperature sensors, home automation devices and alarm.com
  video devices. 
  
  With regard to our customer’s
  claim that the terms of the agreement were never communicated, Guardian references
  the attached electronic agreements executed by our customer.  The very first page of the electronic
  paperwork presented to our customer by their sales representative points out important
  terms of the agreement before the customer ever clicks on Next or Start to
  begin reviewing, initialing, and signing acceptance of the details.  The cover sheet is also present on the final,
  executed copy of the paperwork which is immediately emailed to both Guardian
  and our customer. 
  
  In addition to the cover
  sheet highlighting a few of the important terms, you will see our customer had
  to review and initial a number of important statements about the monthly
  service charge, possible permit requirements, initial term and automatic renewals,
  and their consent to a credit report.  Our
  customer also initialed his acknowledgement of his right to cancel in the
  monitoring agreement and on the separate Notice of Cancellation form.
  
  Our customer had a system
  installed for a nominal fee only after the execution of the 60-month monitoring
  agreement.  Guardian has an investment in
  the home that Guardian recoups over the course of the monitoring term, while
  providing services.  Our customer also
  has the ability to enhance the system in many ways and can contact Guardian’s
  Loyalty Department to discuss options.  If
  our customer decides to terminate the agreement early, he 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

  Customer Answer

  Date: 01/03/2024

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:12/04/2023

  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.

  Entered by BBB staff DC. Consumer states on Sept 27 an agent came to her home to demonstrate a security system. It was supposed to view the front yard, the driveway to the street and the garage in the back of the house. It is supposed to alert her to any activity. The phone will not pull up the information. She called again and they came out and it didn't get it corrected. They installed another door bell and it still isn't working. They never discussed she had the contract for 60 months. She called today to discuss they didn't know they had a contract for 60 months and they would send out a technician and would cost some money and didn't divulge to her the dollar amount.

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  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 the above-referenced complaint.
  
  Guardian appreciates the BBB presenting an opportunity
  to address our customer’s concerns. 
  However, when a representative of Guardian’s Agency Complaint Response
  Team was finally able to reach the customer, she was told they did not wish to
  discuss their account and contacted a lawyer.
  
  Sincerely,
  
  Agency Complaint Response
  Team

• Initial Complaint

  Date:11/18/2023

  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.

  Their security center calls daily with cell communication error. Their serve department has been here twice, the last time with supervisor onsite. Ordered a part and was told alarm would be silenced until part came in. They are calling from 10 pm to 3 am. Want it fixed without a million calls.

  

  Business Response

  Date: 11/28/2023

  November 28, 2023
  
  
  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 attempt to resolve our customers’ issue(s).
  
  Our customer stated he was
  receiving daily calls from Guardian about a communication error.  Further, our service department had been on
  site twice, with a supervisor on the second visit, and a part was to be ordered
  and the alarm system silenced until the part came in.  Our customer asked that the problem be fixed
  without a ton of calls.
  
  A thorough review of our
  customer’s service history and communication issues was performed upon receipt
  of this complaint.  Guardian found the
  necessary part had never arrived and there had been no follow-up on the missing
  part.  Our customer’s system had been
  flagged to prevent further calls about the issue, but the prevention measure
  was not indefinite and expired, resulting in the calls resuming.
  
  A Guardian representative
  contacted our customer on November 20, 2023 to apologize for the delay in
  obtaining the part and the resumption of the calls about communication
  issues.  The representative assured our
  customer that she would expedite getting the part, prevent the calls amount communication
  issues for another two weeks, and also provided a 3-month monitoring credit due
  to the customer’s experience.
  
  Guardian was able to locate
  the part and get it to a technician for installation on November 27, 2023.  A Guardian representative contacted our
  customer this date to follow up after the service appointment.  Our customer confirmed he hadn’t received any
  calls about communication issues overnight and the issue appears to be resolved.  Our customer will contact Guardian should the
  problem reoccur.
  
  Guardian apologizes again for
  the delay in getting the part installed. 
  We also thank our customer again for his many years of patronage and for
  his patience throughout this situation.
  
  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

  Customer Answer

  Date: 11/28/2023

  [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:11/16/2023

  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 had an alarm system in Indianapolis IN with Guardian and about 3 months ago had to move across the country to FL. When I called the alarm company they told me they do not service the area I'm moving to but I also cannot cancel for 60 months! I had no idea when I signed up this would be an issue, I was never told I couldn't move out of the service area without huge charges and I'm now expected to pay either over 1500 dollars or continue paying monthly for something I'm not even able to use

  

  Business Response

  Date: 11/30/2023

  November 30, 2023
  
  
  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 values the opportunity to address our
  customers concerns.    
  
  Our customer has expressed
  dissatisfaction with the Early Termination Fee quoted when it was determined
  Guardian would not be able to relocate her service to her new location.  She has asked that all billing be
  stopped. 
  
  For background, our
  customer’s security system was sold by a representative of AAA Home Security
  (AAA), whereby all aspects of the sale, including negotiating the terms of the Sales
  and Installation Agreement and Monitoring Agreement, for her home in
  Indianapolis, took place directly with AAA on August 25, 2022.  Guardian Protection created the agreements to
  document the terms of sale, installation and monitoring as mutually agreed upon
  by our customer and AAA.  
  
  The agreements were sent to
  the customer on August 25, 2022 at 7:28 PM GMT. 
  The customer did not sign them until 10:42 PM GMT on August 25th.  Guardian believes our customer had ample time
  to review the documents in their entirety, including Section 18. EARLY
  TERMINATION / CANCELATION in the Monitoring Agreement.  In addition, our customer had until midnight
  on August 29, 2022 to contact AAA Home Security with any questions or concerns,
  or to cancel the sale and installation without penalty or obligation.
  
  According to the terms of the
  Sale and Installation and Monitoring Agreements, our customer had a security
  system professionally installed on May 8, 2023 for which she was only billed a
  $49.00 activation fee.  She also received
  a discounted Monthly Service Charge of $39.99 for the duration of her initial
  term as well as three (3) free months of monitoring per the Special Conditions
  of the agreements (attached).  The
  equipment and labor for the installation would be recouped slowly over the
  course of the initial term while Guardian provided services. 
  
  Neither Guardian nor AAA guarantee
  service can be relocated or transferred to another party.  However, Guardian is customer-centric and offers
  to relocate service when possible or release a customer from their agreement if
  the buyer of their home subscribes to monitoring services with Guardian, as an
  alternative to paying the Early Termination Fee.  Unfortunately, our customer moved outside of
  Guardian’s Service area and the buyer of her home in Indianapolis has not subscribed
  to monitoring services with Guardian. 
  
  The payment needed to settle
  the Monitoring Agreement as of this writing is $1,528.98.  This amount includes payment of the $1449.00 Early
  Termination fee (as calculated per Section 18 of the Monitoring Agreement for
  forty-six (46) unbilled months) and the current account balance due in the
  amount of $79.98.
  
  
  
  Guardian is sorry we are
  unable to offer a relocation of her services to her new home and the buyer did
  not subscribe to Guardian for monitoring services.  If our customer is not in a position to
  payment the amount needed to settle the account now, she may continue paying her
  monthly bills and have Guardian recalculate the settlement amount in the future.
  
  Thank you for providing Guardian with an opportunity
  to address our customer’s concerns. 
  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

  Customer Answer

  Date: 11/30/2023

  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 perfectly fine paying the cancellation fee but I am not willing to pay the almost 1500. That is something that needs to be discussed with the customer and it absolutely was not
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  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 our customer’s additional concerns regarding the
  above referenced complaint.  Guardian appreciates
  the opportunity to address these concerns and provide clarification.
  
  Our
  customer voiced a concern that the Early Termination Fee of her agreement was
  not discussed by her sales representative. 
  It may not have occurred to the AAA Home Security sales representative
  to discuss it, any more than it occurred to our customer to ask about it.  The agreements sent to the customer for
  review and signature, per her negotiation with AAA Home Security, required
  initials next to many important terms of the agreement.  These terms included the Monthly Service
  Charge Billing, Initial Term and Automatic Renewal to name a few.  The following important capitalized statement
  is included immediately below our customer’s initials: “AFTER THE INITIAL TERM, THIS AGREEMENT WILL
  AUTOMATICALLY CONTINUE ON A MONTH-TO-MONTH BASIS (EACH MONTH, A “SUBSEQUENT
  TERM”). YOU OR WE MAY TERMINATE THIS AGREEMENT AT ANY TIME AFTER THE INITIAL
  TERM UPON AT LEAST 30 DAYS’ PRIOR WRITTEN NOTICE TO THE OTHER PARTY.”   Our customer had
  the opportunity to fully review the Agreements without a salesperson present or
  on the phone, and express any dissatisfaction with the term, question how she
  could cancel the agreement during the initial term or cancel the transaction
  without penalty within three business days (four calendar days) from the date
  of the transaction.  Copies of the
  agreements were included with the initial response to our customer’s complaint.
  
  The customer states she is perfectly fine paying
  the cancelation fee.  The cancelation fee,
  per the terms of her agreement, is currently $1,449.00.  Should the customer pay this amount within 30
  days of the date of this correspondence, Guardian will waive the current
  balance due on the account in the amount of $79.98.
  
  Again, Guardian is sorry to hear our customer has
  moved to an area where neither Guardian nor AAA Home Security provide services.  Thank you for the opportunity to provide
  additional explanation. Should you have any questions, please contact Guardian
  directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response
  Team

  Customer Answer

  Date: 12/12/2023

  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 think you misunderstand me. I'm not willing to pay almost 1500 as a cancellation fee but I see no reason we can't come to a fair alternative cancellation fee. I find it absolutely insane to be expected to pay so much for something I have no ability to use, how did I have any way to know I'd be moving so soon?
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** ****

• Initial Complaint

  Date:11/15/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a condo in April and moved in at the end of June. I moved as a first-time homeowner and secured a home alarm system for $43.00 per month on the recommendation of my realtor. I just called to cancel the service as I do not need it, and they said I signed a five-year contract, and it will cost me $1,000.00 to cancel it. I don't recall the contract being for 5 years and wouldn't have committed to that timeframe. I assumed it was a yearlong contract.

  

  Business Response

  Date: 11/15/2023

  November 15, 2023
  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 values the opportunity to address any
  concern.    
  
  Our customer has expressed
  dissatisfaction with the Early Termination Fee quoted when she called to cancel
  the services six months after the installation and is unhappy with the 5-year
  term; she assumed it was a yearlong agreement.
  
  For background, our
  customer’s security system was sold by a representative of AAA Home Security
  (AAA), whereby all aspects of the sale, including negotiating the terms of the
  Sales and Installation Agreement and Monitoring Agreement took place directly with
  AAA on April 6, 2023.  Guardian
  Protection created the agreements to document the terms of sale, installation
  and monitoring as mutually agreed upon by our customer and AAA.  
  
  The agreements were sent to
  the customer on April 6, 2023 at 3:31 PM GMT. 
  The customer did not view the agreements until 3:55 PM GMT on April 6,
  and did not sign them until 6:04 PM GMT. 
  Guardian believes our customer had ample time to review the documents in
  their entirety, including the statement “The Initial term of this Agreement is
  60 months (“Initial Term”) which she had to initial.  In addition, our customer had until midnight
  on April 10, 2023 to contact AAA Home Security with any questions or concerns,
  or to cancel the sale and installation without penalty or obligation.
  
  According to the terms of the
  Sale and Installation and Monitoring Agreements, our customer had a security system
  professionally on May 8, 2023 for which she was only billed a $49.00 activation
  fee.  The equipment and labor for the
  installation would be recouped slowly over the course of the initial term while
  Guardian provided services. 
  
  Our customer has discounted
  Monthly Service Charge of $39.99 ($42.39 with sales tax) and fifty-four (54)
  unpaid months remaining of the initial term. 
  Our customer’s Early Termination fee as of this writing is $1,701.00,
  which is an alternative to paying the full amount of the monthly service
  charges for the remainder of the term. 
  
  Guardian is sorry to hear our
  customer doesn’t feel she needs the security system any longer.  We encourage her to utilize the system to
  proactively keep her and her family safe. 
  There system and app have many features, some of which our customer may
  not be aware of.  She is welcome to call
  Guardian’s customer care center for assistance and can also create a login on
  GuardianProtection.com to gain access to support information for her panel, sensors,
  and the Guardian App.
  
  Thank you for providing Guardian with an opportunity
  to address our customer’s concerns. 
  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

  Customer Answer

  Date: 11/15/2023

  [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:11/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new townhome in June 2021 and selected Guardian Protection to be my security system provider (which was definitely a mistake). During this time I signed a three-year agreement for services and within my contract states a $750 early termination fee to cancel the contract. I sold my home on 3/30/23 and moved into an apartment. The new owner's of my previous home expressed interest in taking the service over, to which Guardian explained to me that was possible and would relieve me from the early termination fee of $750. The new owner contacted me on Tuesday, May 9, 2023 to let me know that apparently, he and his wife could not start service until my account was disabled. I promptly called Guardian's loyalty department the same day letting them know again that I SOLD my home, and that the new owners would set service up once mine was cancelled. We cancelled out my account over the phone and I signed a discontinuation or something like that. 8/24 I paid Guardian $161.97. Prior to that, my last payment was 2/25 and I was still one month behind. With the August payment, I would technically have been covered through April. In September, I kept getting calls from Guardian asking about installation. I was confused. I told the man no and that I moved to an apartment and mentioned the new owners taking over. He told me they never did to my surprise, so I asked for them to bill me for the early termination fee. I get a document from them saying I have to pay $1003. Of course I am not going to sign off on that. My contract that I SIGNED in the beginning says I am liable for a $750 ETF fee only. I am not paying monitoring fees for a home I am not living in anymore, nor is the system still active. I cancelled everything in May, and they continue adding money as if they are owed that. I truly regret signing up for Guardian and not Vivint, and to think I recommended Guardian to both my sister and brother. Luckily, they ghosted my sister so she with ADT instead.

  

  Business Response

  Date: 11/08/2023

  November 8, 2023       
  
  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 any concern. 
    
  
  Our customer advised he had moved
  and was working with Guardian’s Loyalty Department and the buyer of his
  previous home.   The buyer had indicated to
  our customer that they would sign up with Guardian.   Guardian in the meantime quoted our customer his
  Early Termination Fee in the event the buyer didn’t sign up.
  
  A representative reached out
  to our customer after his account had been reviewed.  The account review showed Guardian had quoted
  the $750.00 Early Termination Fee because the customer had no balance due at
  the time.  When he received a new quote
  for settlement of the account, it included the past due balance for the monthly
  bills that continued after the closing date. 
  
  Guardian also found the buyer
  had scheduled an appointment to have the services activated in their name, but
  canceled the appointment and never rescheduled it.  If the buyer had activated the service in
  their name, our customer would have been released from his Monitoring Agreement
  without further penalty.
  
  In speaking with our customer,
  Guardian learned the buyer had not notified our customer that they hadn’t taken
  over the service yet and did not have any plans to do so in the near future.  This resulted in continued monthly bills,
  which apparently were not forwarded to our customer’s new address in a timely
  manner.  When our customer was quoted a
  settlement amount of $1003.97 in September, it included the Early Termination
  as well as the amount needed to pay his current account balance.  Regarding the form the customer had signed,
  it authorized Guardian to stop responding to signals from the system under his
  name since he no longer had control of the system and didn’t own the home but
  did not stop the billing.
  
  In an effort to settle our
  customer’s account quickly and ensure Guardian’s initial installation
  investment was fully recovered, Guardian was able to accept a payment of the
  $750.00 Early Termination Fee less the payment of $161.97 he made in August.  Our customer felt this was satisfactory and
  made the settlement payment on November 7, 2023.  His account has been fully canceled without
  further penalty or obligation.
  
  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
  
  cc:        File #6169113

  Customer Answer

  Date: 11/08/2023

  [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:10/15/2023

  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 am writing to file a formal complaint against Guardian Protection regarding their deceptive practices and unauthorized charges for services at a property I no longer live in. I believe that Guardian Protection has violated consumer protection laws and engaged in unfair business practices by deceiving me into signing a 5-year contract without allowing me sufficient time to review the terms and conditions.
  
  I purchased a home security system from Guardian Protection for the property located at ***** ******** *** ********* ** *****. At the time of purchase, I was approached by a sales representative who used distraction strategies and undue pressure to coerce me into signing the contract. The sales representative did not provide me with enough time or opportunity to thoroughly review the terms of the contract, resulting in my unwitting agreement to a 5-year commitment for services.
  
  Unfortunately, I sold the property in July 2023, thereby rendering the security services provided by Guardian Protection unnecessary. Despite notifying Guardian Protection promptly about the change in ownership, I have been continually charged $50 every month for services at a house I no longer occupy. This ongoing financial burden has caused significant distress and inconvenience.
  
  To exacerbate the situation, when I contacted Guardian Protection to rectify this issue and terminate the contract, I was informed that I would be required to pay an exorbitant fee of $800 to end the agreement prematurely. This demand is not only unreasonable but also completely unjustified, as it was their deceptive practices that led to my inadvertent contract acceptance in the first place.
  
  In light of these circumstances, I am seeking action from the Federal Trade Commission to address Guardian Protection's deceptive tactics, unauthorized charges, and unfair business practices.
  I have reported this is issue to the FTC and CFPB.

  

  Business Response

  Date: 10/16/2023

  October 16, 2023
  
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      **** ***** * ** ********
  
  **** *** ***** 
  
  Thank
  you for advising Guardian Protection (“Guardian”) of the above-referenced
  complaint.  Guardian appreciates the
  opportunity to address our customer’s concerns.
  
  For
  background, our customer contacted Guardian through its website requesting a quote for security services.  A representative contacted him and scheduled
  a meeting with a Guardian sales representative on January 4, 2022.  It is during this meeting that security
  solutions and pricing were discussed and agreed upon.
  
  An
  electronic Sales and Installation Agreement and Monitoring Agreement were created,
  and the customer happened to sign it then and there, though he could have
  elected to tell the representative he would review it further and sign it at a
  later date if they decided to move forward. 
  
  In
  addition to the agreements, in accordance with federal law, the customer was
  provided with an electronic Notice of Cancelation that advised our customer of
  his right to cancel the transaction within three (3) business days without
  penalty or obligation.  He signed this
  form indicating he read it and understood it.
  
  Guardian’s
  monitoring agreements include a separate statement noting the agreement term
  and requiring the customer to initial it in order to avoid any deception.  Guardian also includes a cover letter with the
  agreements when the executed copy of the paperwork is emailed to all parties.  This cover letter, attached with the
  agreements and Notice of Cancelation, advised our customer of important terms
  he agreed to advised he should speak to his representative if he had any questions.   
  
  Guardian
  installed a security system for a discounted amount in exchange for his
  60-month monitoring commitment/payments. 
  The discounts provided for the installation were to be recovered with
  monthly payments from the customer over the course of the agreement while
  Guardian provided services to the customer. 
  Guardian has received twenty-one (21) payments to date.  The value of the thirty-nine (39) unpaid
  months is $1,949.61.  Guardian has not
  recouped its initial investment for the installation and will take a loss when accepting
  payment of the $750.00 Early Termination Fee, and therefore is unable to reduce
  or waive the Early Termination Fee.
  
  Thank you for the opportunity to address this matter.  Should you have any questions, please contact
  Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response
  Team

  Customer Answer

  Date: 10/17/2023

  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.
  

  Dear Guardian Protection,
  
  I appreciate you addressing my concerns regarding the interaction I had with your sales representative and the ongoing charges for services at a property I no longer own. However, I must bring to your attention the fact that regardless of what is stated in the contract, the interaction between myself and your sales representative was deceitful.
  
  During the meeting on January 4, 2022, when the security solutions and pricing were discussed, I attempted to review the contract. However, your sales representative deliberately distracted me and did not give me sufficient time to thoroughly review the agreement. This is highly unethical and raises questions about the integrity of the entire transaction.
  
  Furthermore, I find it incredibly unjust that you continue to charge me for services at a property I no longer own. As I mentioned before, I am currently facing homelessness and the fact that you are still focused on recouping your investment is insensitive and ethically questionable.
  
  Based on the research I have conducted and the numerous customer complaints I have found, there seems to be a recurring pattern of this kind of practice with Guardian Protection. It is concerning to see that many customers have experienced similar issues with deceptive sales tactics and difficulties in canceling services.
  
  While you may argue that I signed the electronic Sales and Installation Agreement, it is important to note that I could have chosen to review it further and sign it at a later date if I decided to move forward. The fact that your sales representative did not give me this opportunity and deliberately distracted me during the review process raises serious concerns about the validity of the agreement.
  
  Additionally, I am aware that I was provided with an electronic Notice of Cancellation, which I signed to indicate that I read and understood it. However, this does not negate the fact that the sales representative's behavior was misleading and deceptive, undermining the entire transaction.
  
  Lastly, I understand that you have not yet recouped your initial investment for the installation and will take a loss if the Early Termination Fee is waived or reduced. However, given my current circumstances, I urge you to reconsider your position and show some compassion towards a customer who is practically homeless.
  
  I kindly request that you thoroughly investigate this matter and take appropriate action to address my concerns. It is crucial that you uphold ethical standards and ensure fair treatment of your customers.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 10/23/2023

  October
  23, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  ***      **** ***** * ** ********
  
  **** *** ***** 
  
  Thank you for forwarding our customer’s
  additional comments about this matter.
  
  Guardian reviewed the call we received from our
  customer on June 6, 2023.  He told a
  representative that he had sold his home and was moving into temporary housing
  until they found a new home.  She explained
  we would be able to relocate the service to the temporary property, but he
  declined because there was a security system from another provider in the
  home.  She then advised he could continue
  paying monthly until they move into their new home, at which time we could
  relocate service to the new home he purchases. 
  Further, we would credit back up to six (6) months of payments made while
  he was in temporary housing.  Lastly, if
  the buyer of the home he sold had contacted us and activated monitoring at that
  property, we would release him from his agreement.  Unfortunately, the buyer never contacted
  Guardian.
  
  As
  previously stated, Guardian has not recouped its investment, and therefore is unable
  to reduce or waive the Early Termination Fee. 
  This position remains unchanged.
  
  Thank you for the opportunity to respond. 
  Should you have any questions, please contact Guardian directly at (800)
  776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 10/23/2023

  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.
  
  
  Dear Guardian Protection,
  
  Thank you for your response. However, I must emphasize that regardless of the conversation that took place on June 6, 2023, the contract itself was deceitful. The sales representative deliberately distracted me when I attempted to review the contract, preventing me from fully understanding the terms and conditions. This lack of transparency is deeply concerning.
  
  I am disappointed that the issue of deceitful practices and lack of accountability was not addressed in your previous response. Based on recent complaints from other consumers against Guardian Protection, it is clear that this deceitful practice is common and tolerated within the company. This raises serious questions about the integrity of your business.
  
  I have decided to take action and will be forwarding all responses, along with other people's complaints, to the Florida Attorney General immediately. It is essential that these deceptive practices are brought to light and appropriately addressed.
  
  Furthermore, I am appalled by your mention of not recouping your investment once again. It is important to note that I am still currently considered homeless, and your repeated references to your own financial interests are both insensitive and inappropriate.
  
  I expect a thorough investigation into this matter and a prompt resolution. I trust that you will take this issue seriously and take the necessary steps to rectify the situation.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:10/11/2023

  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.

  Starting February 2022, cell phone companies removed their 3G towers. Prior to this Guardian told me I needed to update my system but did not explain why. I did not update the system. Not know that I was paying for their service but not actually receiving any monitoring for my system. It wasn't until I called last month when there was a billing issue that I realized this was the case. So I paid about $46 a month since 2022 from literally nothing. I feel like they are scamming money from people by not being honest about not actually providing the service they say they are.

  

  Business Response

  Date: 10/20/2023

  October
  20, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ******* ******* * ** ********
  
  **** *** ***** 
  
  Thank you for forwarding our customer’s
  complaint and the providing Guardian an opportunity to respond.
  
  Our
  customer states Guardian notified about the need to update her system prior to
  the cellular carriers shutting down their 3G networks, but Guardian never
  explained why she needed to update her system.
  
  Guardian
  has attached sample alerts sent to our customers via email, the US Postal
  Service, and by phone.  These alerts
  began in late 2020.  Our customers
  received multiple alerts each month, and per the attached, Guardian was quite clear
  as to why its customers needed to upgrade their cellular communicator.
  
  Our
  customer’s system communicated via the Verizon 3G network.  Verizon retired their 3G network on December
  31, 2022.  After this date Guardian began
  contacting our customer daily about system communication failures.  Our records show the daily automated calls
  where either answered by a person or a message was left on the answering machine.  Notice of a system communication failure,
  regardless of the reason, should be acted upon by our customers
  immediately. 
  
  Our
  customer finally called Guardian on September 1, 2023 to discuss getting her
  system upgrade, as she had not yet and as a result the system and her app were
  not working anymore.  She was given a cost
  for the upgrade and said she wanted to think about it over the weekend and
  would call Guardian back.  She did not
  call Guardian back until October 11, 2023 with the decision to cancel her
  account, at which time Guardian processed her request.
  
  Thank you for the opportunity to respond. 
  Should you have any questions, please contact Guardian directly at (800)
  776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:10/05/2023

  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 wife contacted Guardian Protection to install security features in and around the house since there were 4 females staying at the property after moving from another state around mid to late January of 2022. After a few months I joined my wife and daughters to live in the property. After 17 months we were evaluating to cut down on our expenses and since we don’t use the security features and we have since brought in 3 big dogs I thought we can cancel the service. To my surprise, we were told in August of 2023 that we’re locked in for a 5 year contract or pay the early termination fee of $1,250.00. I have never heard of such a long contract. Apparently, my wife, who dealt with the salesman, also was not informed of this long contract or the ridiculous and expensive early termination fee. Otherwise, we would not have signed up with this company. I spoke with Jeff from the retention department on October 5, 2023 and said he couldn’t waive the early termination fee and basically we’re stuck with paying a monthly fee for another 3-1/2 years for a service we don’t even use since someone is always home. Jeff also mentioned that an email was sent regarding the length of the contract and offered to have it resent to my wife’s email address. I told him just because an email was sent doesn’t mean my wife received or read the contract. I explained to Jeff that the length of the contract and termination fee was never discussed initially. Jeff brushed it off and told me that he wasn’t there to verify. This is not an honest company that will skip on the important details to get us signed and sends the email that shows the details of the contract. After reading Yelp reviews so that I can file a complaint there also I am not surprise to discover many, if not most, of the complaints posted have to do with unforeseen charges not mentioned to other clients of Guardian Protection in the beginning.

  

  Business Response

  Date: 10/09/2023

  October 9, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ******* ******** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the
  above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to review our
  customer’s account and respond.
  
  The complainant noted he was
  displeased with the contract/agreement length and the agreement’s Early
  Termination Fee, which he learned about when trying to cancel his account because
  his family no longer utilizing their security system.  Guardian is sorry to hear they are not taking
  advantage of the investment they made and would be happy to help our customer configure
  the system in order to take more advantage of its features for the entire
  family’s safety.
  
  For background, the
  complainant is not the signer of the agreements.  In addition, the agreement signer, the complainant’s
  wife, did not contact Guardian, but rather conversed with one of Guardian’s authorized
  dealers.  Her security system with
  cameras were sold and installed by AAA Home Security, LLC (“AAA”), an
  authorized dealer of Guardian Protection, whereby all aspects of the sale and
  installation took place directly with AAA. 
  AAA is a separate and distinct company from Guardian, for which Guardian
  provided 24-hour monitoring and related services until Guardian purchased the
  account from AAA approximately one year after installation.  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.
  
  A review of our customer’s
  account and agreements (attached) shows AAA performed installation and
  activation services for just $49.00 in consideration of the 60-month monitoring
  commitment she entered.  AAA also
  provided a discount on the Monthly Fee.  Referencing
  the attached agreements, our customer initial this statement: “The initial term
  of this Agreement is 60 months.”  Guardian’s review of the electronic paperwork
  also found that AAA emailed the agreements to our customer for review and
  execution on 12/26/2021 at 4:20 PM.  Our
  customer did not view or sign the agreements until 12/27/2021 at 1:42. PM
  indicating she had ample opportunity to review the agreements in their entirety.  Our customer also signed a notice indicating
  she understood she had until midnight of 12/30/2021 to cancel the transaction
  without penalty or obligation.
  
  Guardian has an investment in
  our customer’s account that has not been recovered.  Guardian’s expectation is/was to receive thirty-nine
  (39) more monthly payments at the monthly fee of $59.99 as our customer had
  agreed to.  Guardian will realize a
  significant loss if our customer elects to terminate early, even with payment
  of the $1,250.00 Early Termination Fee.  Because
  of this, Guardian is not in a position to waive it or reduce it.
  
  Thank you for providing
  Guardian 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

  Customer Answer

  Date: 10/10/2023

  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.
  
  
  
   RE: ********* ** ********
  
  The business did not address the issue of not informing us about the length of the contract and early termination fee which was mentioned on the complaint. The salesperson failed to mention the length of the contract as well as the early termination fee at time of selling their service.  A contract was simply given for us to initial and sign. We are displeased that something as important as these was not mentioned by the salesperson but simply rushing to get us to sign.
  
  This was during a time when we were signing documents for the sale of our previous house. We signed 2 to 3 inches of documents sent to us to initial and sign and the person who brought the documents was there to guide us on what we were signing. This company is banking on clients overlooking the length of the contract and early termination fee when the salesperson failed to mention this important information to get their sales. Sending a document via email for us to sign and initial on 12/26/2021 at 4:20 PM and sending it back signed and initialed on 12/27/2021 at 1:42 PM is no indication that we had ample opportunity to review the agreements in entirety. We don’t sit and wait to receive an email sent to us. When we get a chance to review and open an email is when we do it. This was during a time when we were preparing to move out of our house. You can just imagine how much goes into moving.

  
  The response from this business also mentioned Guardian’s expectation to receive their full 60 months of payments in order to recover their investment. According to the amount on the contract sales and installation price is $49. Whether that is an error is in their part. Regardless, this is not relevant to my complaint of failing to inform us of the length of the contract and early termination fee by the salesperson.

  
  This company needs to own up to their salesperson’s failure of mentioning the term of the contract and early termination fee to their clients. Perhaps, a need to train their salesperson properly in more open communication will eliminate this very common complaint. It seems the complaints I read on the BBB webpage and other websites such as Yelp show a failure to communicate something and mostly have to do with the same complaints as ours and hidden charges.
  

  We hope in finding a resolution to our issue.
  
  Regards,
  ******* ********
  
  

  

  Business Response

  Date: 10/13/2023

  October 13, 2023
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ******* ******** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for sharing our customer’s
  additional comment.
  
  A Guardian representative was
  not present at the meeting our customer had with the AAA Home Security, LLC (“AAA”)
  sales representative and unable to comment on the conversation at that meeting.
  
  As stated in our original
  response, Guardian’s records show our customer initialed and signed a Monitoring
  Agreement which included a signed and initialed statement that reads “The
  initial term of this Agreement is 60 months”, indicating she read and
  understood the term of the agreement.  Our
  customer received installation and activation services for just $49.00, per the
  Sales and Installation Agreement, in exchange for the monitoring commitment.  Copies of the agreements were attached to
  Guardian’s original complaint response dated October 9, 2023.
  
  Regarding the Early
  Termination Fee not being discussed, one of the reasons for the Consumer Credit
  Protection Act’s law requiring businesses to provide consumers three business
  days to cancel a transaction without penalty is because it is always possible some
  terms of an agreement or transaction are missed being discussed verbally.   The
  three business days allow consumers to review the terms of agreements and assure
  themselves they are comfortable moving forward with the transaction.
  
  Guardian has not recouped its
  investment in our customer’s account and Guardian’s position on this matter is
  unchanged.
  
  Thank you for providing
  Guardian an opportunity to address our customer’s additional comments.  Should you have any questions, please contact
  Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

• Initial Complaint

  Date:09/14/2023

  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.

  We purchased Guardian Security services through Utility Concierge in September of 2020. During this purchase process, no representative from Guardian or Utility Concierge made us aware of the main points of the contract to help us understand what we were reading - Specifically, the $750 "liquid damages" for cancelling. Under false pretenses, we signed the contract without being explicitly aware of the cost of cancelling the account. The company maliciously hides their "Cancellation fee" as "liquid damages" in the contract, which is an attempt to take the legal loophole of not having to more prominently share the cancellation fee in the contract. The page that explicitly speaks to the $750 fee for cancelling also has no initial or signature options, making it more likely that a customer will not see it. That same page also comes after the signature page of the main document, another deceptive pattern to steer customers away from reading the rest. We were also not provided with a copy of the contract, nor was it made readily available through the account portal. When we went to cancel because we moved and our new home already a home security system installed, the representative brought up the $750 fee and used the argument "well you should have asked before you signed it".
  
  This unethical behavior from the company is a cash grab for all their customers who want to cancel their services. A reasonable person cannot expect customers who have any awareness of this cancellation fee in the current state. We will be fighting this fee until it is dropped, and will also be making a strong effort to make sure no other Guardian Customers have to go through this unnecessary experience thanks to the lack of customer-centric thinking from Guardian.

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ******* ***** * ** ********
  
  **** *** ***** 
  
  Thank
  you for advising Guardian Protection (“Guardian”) of the above-referenced
  complaint.  Guardian appreciates the
  opportunity to respond to and address our customer’s concerns.
  For
  background, as our customer noted in his complaint, on August 25, 2020 he was
  offered a discounted security installation and monitoring services in his
  current home by his utility concierge.  Our
  customer accepted the offer for the installation and services when he affixed
  his name and signature to the Sales and Installation Agreement and Monitoring
  Agreement.  In addition, he signed a
  Notice of Cancelation that gave him the opportunity to fully review the
  agreements and cancel the transaction without penalty or obligation until
  midnight on August 29, 2020.
  
  While our customer believes Guardian has a lack of customer-centric
  thinking, while not obligated to do so, Guardian tries to offer several alternatives
  to paying a fee to terminate the Monitoring Agreement early.  When properties are within Guardian’s service
  area, Guardian offers to relocate services to a customer’s new home or release
  the customer from their existing agreement if the buyer of the home subscribes
  to Guardian for monitoring.  In fact,
  Guardian offered to relocate this customer’s service.  He was offered to relocate his service using
  all new equipment or to have Guardian remove his existing equipment from the
  home he sold and reinstall it in his new home.  Our customer indicated he wished to relocate
  his existing equipment and even had Guardian remove it from the home he
  sold.  Our customer later changed his
  mind when he found his new home had an existing system installed by another
  provider.
  
  Our customer’s original
  professional installation, performed on September 21, 2020, included a premium
  touchscreen control panel, 3 wireless door sensors, a motion detector, video
  doorbell, deadbolt lock and a garage door controller.  This installation, valued at approximately $2,000.00
  was performed at no charge in exchange for his monitoring commitment.  Our customer only paid $110.00 when he
  decided to add two additional door sensors at the time of installation.
  
  Guardian recoups the cost of
  free and discounted installations and services over the course of a customer’s
  monitoring term while providing services and makes business decisions and
  commitments to third-party vendors based on this same term.  At this time, Guardian has not yet recovered
  its investment.  Our customer has
  twenty-four (24) unpaid months remaining on the monitoring commitment he
  entered.  The value of those unpaid
  months is $1,439.76.   The Early
  Termination Fee is nearly 50% less than the value of the unpaid monthly fees
  Guardian expected to receive through the end of our customer’s monitoring commitment.
   Because Guardian has not had the opportunity
  to recoup those costs, we are unable to reduce or waive the Early Termination
  Fee required for early termination of the monitoring agreement.  Guardian also contends our customer had ample
  time to review and question any and all terms of the agreements he entered.
  
  Thank you for the opportunity to address this matter.  Should you have any questions, please contact
  Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response
  Team
  

  Customer Answer

  Date: 09/22/2023

  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.
  
  
  All businesses assume a risk when offering free and discounted services or product. Guardian uses them as veils for cancellation penalties, because that's what this is - a cancellation penalty. At that, an incredibly expensive and unreasonable cancellation penalty. You can not call it "free" or a "discount" if it is not actually those things. You also bury this cancellation penalty in a page that does not require a signature or initials. I did not sign or initial any page that referenced the $750. Although, the contract clearly defines other penalties and fees on more prominent pages that did require initials and signatures. This is clearly an attempt to get any reasonable customer to sign up with false pretense. While we did sign the documentation, we were another customer who has fallen victim to the fine print cancellation penalty.

  Guardian claims these "damages" are costs from things that they provided as "free" or "discounted". Guardian can not claim these items are "free" or "discounted" if they plan to reclaim the costs of them if the customer leaves them within 5 years. Also, damages include future money the company has already used to support the remaining contract, not past items they decided to offer at a discount. Guardian has not already paid for the monitoring support for the remaining time, unless they pay their employees 5 years ahead of time (which they do not). Any vendors Guardian engages with and structures payment with is completely separate from our contract and another risk that any business must assume for using vendors instead of providing products or services themselves. 

  Guardian claims to be customer centric but only offers compromises that make sure they stay paid, such as contacting the new owners and making them use Guardian, or paying Guardian more money to have them come out and uninstall/reinstall equipment. But no compromises that protect the customer by any means. Some examples could be returning the equipment for a reduced cancellation penalty, offering a discounted remaining contract, offering free accommodation services, or anything of that means. They charge hundreds of dollars to have someone come out to uninstall or install equipment, offering no type customer flexibility in more costs they have to incur. If we have someone come out and uninstall the existing equipment and reinstall Guardian's equipment, that will be another $300 - $400 out of our wallet. Why doesn't the company offer complementary moving services to maintain their contracts versus cornering their customers's wallets into a corner?

   They claim that the $750 is 50% of the $1400 remaining, but Guardian has not actually paid for the monitoring services for that $1400 yet, which makes it an intangible "damage" and not something they have already lost or incurred, as well as something that is unreasonable to use as a comparison or reference to a cost incurred. 

  Does any reasonable consumer ready every line of every contract that Guardian provides them? No, they do not. Guardian knows these customers look at it once, maybe twice, and then sign with the assumption that we can trust the most important things have been highlighted to our attention via initialed or signed sections of the contract. Guardian has violated that trust. This fee should be much more prominent on the contract and should be a required speaking point by their representatives. 

  Being customer-centric means being flexible and empathetic to their customers and their situation. If Guardian is willing to come out, uninstall existing equipment and install new equipment at no additional cost, we are happy to continue services through the end of our contract. 

  
  
  
  Regards,
  
  
  
  *** *****

  

  Business Response

  Date: 09/28/2023

  September 28, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  ***      *** ***** * ** ********
  
  **** *** ***** 
  
  Thank
  you for sharing our customer’s additional feedback.
  
  As
  our customer pointed out, businesses do assume a risk when offering free and
  discounted services or products.  To
  clarify our customer’s transaction, it was not a free or discounted system, but
  rather Guardian performed an installation with no upfront charge to our
  customer in exchange for his monitoring commitment.  The services provided at no charge up front
  were to be recovered with monthly payments from the customer across the course
  of the agreement and while providing service to the customer for many of those
  months. 
  
  Our
  customer’s agreement has a provision for early termination upon payment of a
  $750.00 Early Termination Fee regardless of the number of unpaid months
  remaining on the initial term.  This is
  the risk Guardian has assumed and a loss will be taken on this account if our
  customer pays the Early Termination Fee instead of making payments for the
  remaining twenty-four (24) months of his initial monitoring term.
  
  Guardian
  agreed to perform a specific installation at a specific property in exchange
  for the receipt of sixty (60) months of monitoring payments.  Guardian would rather incur the loss it will
  sustain when our customer pays the Early Termination Fee than incur greater
  losses by performing a second installation at no charge within the same
  unsatisfied agreement term, or with an extension of the current agreement term.
  
  Guardian
  urges all customers to review their agreements in their entirety and take
  advantage of the provision of the Consumer Credit Protection Act in which they
  may cancel certain transactions without penalty or obligation within three (3)
  business days.
  
  Thank you for informing Guardian of our customer’s additional
  comments.  Should you have any questions,
  please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response
  Team