Complaints

This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Guardian Protection has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/14/2023

  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.

  My house was stuck by lightning as a result my alarm system was damn. The damn impact the 2 outside camera and my geeni garage door opener. I’ve replaced my garage overhead that had the animation for the garage opener that Guardian was able to integrate with their system. I have called several time and have ask if I can buy cameras that are compatible with the Guardian system and have been involved I could only purchase the cameras from Guardian. The company is price gouging on their prices for the cameras of 350.00 each plus the installation fee. I’ve requested a copy of my contract and it stated “You acknowledge that all non-Company installed equipment (“Tie Ins”) are subject to Our inspection. If a Tie In is found to be defective or otherwise unacceptable to Us, it cannot be connected to the System. You may choose to replace the defective equipment at Your cost.“ that state along says one can have non-company installed equipment it just has to be inspected. Guardian is breaching the contract by stating I have to buy my outdoor cameras directly from them.

  

  Business Response

  Date: 09/20/2023

  September 20,
  2023
  
  BBB of
  Western Pennsylvania
  520 E Main
  St, Suite 100
  Carnegie,
  PA 15106
  
              RE:      ******* ****** * ********* ** ********
  
  **** *** *****
  
  Guardian
  Protection (“Guardian”) is in receipt of the above referenced complaint.  Guardian values the opportunity to try to work
  toward a mutually agreeable resolution to our customer’s issue.
  
  Our
  customer has expressed dissatisfaction with Guardian’s pricing of cameras to
  replace her lightning damaged cameras and feels Guardian is “price gouging”
  when she was quoted $350.00 per camera. 
  She is also dissatisfied Guardian declined to tie in cameras purchased
  elsewhere, even though we were able to tie in her new garage door controller
  and there is language in her contract implying all tie-ins are acceptable. 
  
  Guardian
  reviewed our customer’s account, including the “Tie In” statement in her
  agreement, and quote for replacing the video cameras.  Guardian would like to note the statement “2.You
  acknowledge that all non-Company installed equipment (“Tie Ins”) are subject to
  Our inspection.  If a Tie In is found to
  be defective or otherwise unacceptable to Us, it cannot be connected to the
  System.  You may choose to replace the
  defective equipment at Your cost.” Guardian would like to note this statement
  is specific to the installation outlined in the Sales and Installation
  Agreement and any Tie Ins listed in the agreement.
  
  While not
  under any obligation to do so, Guardian is currently offering to provide remote
  assistance for Tie Ins of compatible home automation equipment purchased
  elsewhere and installed by our customers, but we are not currently providing
  this service for video devices for various reasons.
  
  Regarding
  Guardian’s pricing for video equipment, Guardian’s pricing of $350.00 for an
  outdoor camera includes full installation by a Guardian technician and is not
  comparable to the price of a camera in a box. 
  Guardian also knows the history of each camera we purchase through our
  preferred vendors as opposed to the storage and handling of video equipment
  purchased online through other vendors.  Guardian
  does acknowledge, however, that part of the installation work for the two new
  cameras our customer needs was performed with the installation of the original
  cameras.
  
  Guardian
  reached out to our customer to offer a lower installation price for two
  replacement cameras since the installation is already completed, or to make a
  one-time exception to tie in compatible cameras she has purchased elsewhere.  Our customer indicated she was satisfied with
  the offers.
  
  Thank you
  for bring this matter to Guardian’s attention.  Should you have any questions, please contact
  Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

  Customer Answer

  Date: 03/25/2024

  Problem:
  This is the 2 complaint with Guardian Home Security in regards to adding my own equipment,no where in my original contract does it state I can't use my own equipment. The 1st issue was resolved and I was able to added my own cameras now I'm being told I can't added window contact and they have to be purchased directly and installed by Guardian.
  
  Desired Outcome:
  All customers to use equipment purchased for 3rd party companies

  

  Business Response

  Date: 03/27/2024

  March 27,
  2024
  
  BBB of
  Western Pennsylvania
  520 E Main
  St, Suite 100
  Carnegie,
  PA 15106
  
              ***      ******* ****** * ********* ** ********
  
  Dear Better
  Business Bureau:
  
  Guardian
  Protection (“Guardian”) is in receipt of the additional comments from our
  customer submitted on March 25, 2024 and is happy to respond.
  
  Our
  customer is upset that Guardian will not continue to make exceptions to its
  business practices and has requested that Guardian allow customers to purchase (and
  connect) equipment purchased from third parties.  In addition, she notes her agreement does not
  state that she cannot use her own equipment.
  
  Guardian
  made a one-time exception when we offered to install compatible cameras our
  customer purchased elsewhere.  Our
  customer is looking for additional exceptions that we are not willing to
  provide, for the tying-in (connecting) of even more equipment she purchases
  elsewhere.
  
  With regard
  to Guardian’s agreements, the agreement does not discuss tying-in equipment
  purchased elsewhere after the original installation because Guardian does not
  agree to do so.  It is not something that
  is offered and therefore not mentioned.
  
  There are
  many liabilities in this industry and Guardian’s business practices are in
  place to protect both our customers and Guardian, especially with equipment designed
  to monitor and report possible intrusion and life safety incidents.  In addition, Guardian provides certain
  warranties and service plans for the equipment we install.  Introducing equipment purchased elsewhere would
  make it difficult to manage our customers’ service plans.
  
  Guardian
  may, in the future, offer self-installation options for intrusion and life
  safety devices purchased directly from Guardian, but as of this writing, we do
  not.
  
  Thank you
  for bring this additional message to Guardian’s attention.  Should you have any questions, please contact
  Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency
  Complaint Response Team

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I want to have Guardian provided the original contract and highlight where it states that a customers can't use 3rd party equipment. The contract does not state that nor did Debra state while helping with my last issue it would be a 1x courtesy. I email Debra this month was provided the same generic correspondence Guardian responded to with this complaint . Pull the contract the contract doesn't state anywhere on it that a consumer can't use 3rd party equipment. If Guardian can't comply with their contract the early termination needs to be waived.
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:08/30/2023

  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 moved into my house in December of 2022. In January of 2023, I met with a Guardian Sales Rep in my house. We discussed the services and costs. When it came to the length, the Sales Rep expressly stated that this was simply to lock in the price for a certain number of months. He also expressly stated that if I cancelled under a year, I would owe the remainder for the first year as obviously the company would need to recover the cost of equipment. That part was reasonable. Thus I felt no harm in agreeing to lock the price in for the 5-year term as I understood from the Salesman verbal representations, that I could cancel after 1 year without penalty.
  I found out several months later, that I could not personalize the system to my liking and every time I decided to add a new item to the system, I would be charged a fee. At that time, I decided that I did not want to continue their service and would cancel in January 2024.
  I have since acquired hardware to replace the Guardian system and am in the process of setting up my new system but needed certain devices removed from Guardian so I could pair them with my new system. When calling the support staff today (8/30/23), they informed me that there would be a $30+ fee per month that I would be terminating early.
  The key to this complaint is that 1.) the Sales Rep made a fraudulent misrepresentation that was meant to induce me, and likely others, into signing into the agreement, specifically a much longer agreement than I ever would have a greed to, and 2.) I relied upon that misrepresentation to my detriment. This misrepresentation would cost me in excess of $1200 is early termination fees if I were to cancel in January 2024 as planned.
  I believe all of the criteria has been met to file a tort claim, but this was my first route.

  

  Business Response

  Date: 09/14/2023

  September 14, 2023
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      **** ****** * ** ********
  
  **** *** ***** 
  
  Thank
  you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced
  complaint.  Guardian appreciates the
  opportunity to address our customer’s concerns, and to clarify and resolve this
  matter.
  
  Our
  customer states he was expressly told by his Guardian sales representative that
  he would be able to cancel the agreement after paying monthly service charges
  after one year because Guardian would have recovered its investment from the
  installation of a security system at that time. 
  Our customer also noted he was displeased with being told there would be
  a fee anytime he needed Guardian to tie-in additional home automation devices
  he had purchased through other vendors, and that there would be an early
  termination fee if he canceled prior to fulfillment of his initial 5-year
  monitoring term.
  
  Guardian
  reviewed our customer account and also reached out to the sales representative
  and his manager.  Guardian’s position is that
  at no time did our tenured sales representative make a fraudulent statement verbally
  or in writing that our customer would only need to make twelve (12) monthly
  payments to satisfy the terms of his agreement. 
  The only reference the sales representative made regarding a twelve-month
  period was to confirm all equipment installed, including the security system, would
  be covered under our customer’s home warranty, and be repaired or replaced at
  no charge during the warranty period. 
  Regarding the quote of $35.00 to tie in home automation devices remotely,
  Guardian does charge a fee for programming to configuring and activating
  compatible home automation devices purchased elsewhere, like many other
  providers.  Currently, the fee is per
  programming request, not per device.  Our
  customers may make one call to have multiple devices configured and activated at
  the same time and will be charged a one-time $35.00 fee for the programming.
  
  Guardian
  attempted to reach our customer to discuss our findings, but the call would not
  go through, possibly due to Guardian’s calls originating on a toll-free
  line.  Guardian also reached out to one
  of our customer’s contacts and left a message asking him to have the
  complainant contact Guardian, but that did not happen.  Guardian therefore is detailing its findings
  in this response.
  
  For
  background, please note our customer first met with a Guardian sales representative
  the first week of December 2021 at his builder’s design center.  The representative quoted the options,
  including terms, to have a monitored security system installed, but our
  customer declined and decided to engage Guardian only for the installation of a
  Home Automation Hub, Video Doorbell, and structured wiring.  Our customer next met with a Guardian sales
  representative on January 4, 2023.  The
  purpose of the meeting on January 4, 2023 was to activate the Home Automation Hub and
  devices, as well as providing a new review of security products and monitoring services
  that were available for their new home.
  
  As
  memorialized in the attached Sales and Installation and Monitoring Agreements
  dated January 4, 2023, our customer decided to have a monitored security system
  installed with a Touchscreen Control Panel to replace the Hub, four (4) door sensors
  and a motion detector.  The offer was to
  install this system at no charge in exchange for a 60-month monitoring commitment
  that also protected the monthly fee from increasing for the duration of the
  60-month term.  The agreements for this additional
  transaction were created and emailed to our customer on 2023-01-05, 0:07:42 AM
  GMT (Adobe Sign uses Greenwich Mountain Time). 
  The Adobe Sign audit report (attached) shows the customer viewed and
  signed the Agreements approximately 3.5 hours later at 2023-01-05 0:11:21 AM
  GMT, well after the Guardian sales representative had left. 
  
  Our
  customer had every opportunity, without pressure, to review the agreements in
  their entirety including each statement that required his initials, and to call
  the sales representative with questions and concerns prior to fully executing
  the documents.  In addition, he was given
  until midnight of 1/9/2023 to cancel the transaction without any penalty or
  obligation.  Guardian would also like to
  point out that, as seen in the attached Agreement file, the email our customer
  received with the completed agreements included a cover sheet that expressly stated
  the Sale Amount, Monthly Service Charge, Initial Agreement Term and noted the
  customer should contact their Guardian Protection sales representative if they
  had any questions.
  
  Guardian is sorry our
  customer is unhappy with the remote programming fee to the extent that he
  decided to terminate his services early. 
  Our customer certainly has the right to do so per the terms outlined in Section
  18.  EARLY TERMINATION / CANCELLATION of
  his Monitoring Agreement (attached.)
  
  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: 09/14/2023

  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.
  
  
  The business or sales rep is not telling the truth about the oral representations made by the sales rep. The sales rep likely meets with many people per day/week. I only met with him once. Based on this, I am more likely to correctly recall the single conversation I had with their sales rep, than he is to remember a single interaction with a customer from nine months ago. I specifically asked about the length because the only reason I opted for the longer term was to lock in the price for longer in the case that I liked the service. I would never have locked in an untested service for 5 years without knowing you could cancel for a certain period. From the term lengths discussed with the sales rep, the payment for the shorter terms would not have been different thus there was never any other incentive to agree to a longer period e.g. a cheaper price for locking in longer.
  

  It was a clear misrepresentation of the actual terms that they set forth in “writing” that they provided on a iPad for signature. Given the satisfactory answer to my cancellation question that I relied on to my detriment, I signed the iPad. 

  As it relates to their calls, I did not receive them as I blocked the number they must be reaching out from and advised my additional contact to do the same. Since I have removed their system, there have been calls alerting me to the status of the system being offline. The calls were excessive (25-50x in a week). Obviously if the system was still in use and offline, i would want to be alerted but since I had already replaced their hardware, I blocked the number.

  Again, I am more than willing to honor the original oral representations made but nothing more.

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

  

  Business Response

  Date: 09/20/2023

  September 20, 2023
  
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  ***      **** ****** * ** ********
  
  **** *** ***** 
  
  Thank
  you for sharing our customer’s additional feedback.
  
  As
  per Guardian’s original response, our customer had every opportunity to read
  what he was initialing and signing when executing the agreements.
  
  Our
  customer was provided with four business days (5 calendar days) to further
  review the terms of the agreements and cancel without obligation or penalty.  Guardian also included a cover sheet with his
  copies of the executed paperwork noting his Sale Amount, Monthly Service Charge,
  and Initial Agreement Term in large bold print.
  
  Guardian’s
  position on this matter is unchanged.
  
  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

  Customer Answer

  Date: 09/20/2023

  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 relied to my detriment on the false representations made by your sales rep. These oral representations were meant to induce me to sign the agreement or at least sign a longer agreement. End of story. Any further charges will not be paid by me.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:08/25/2023

  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.

  My husband and I build our home 2 years ago with Bloomfield. The homebuilders partner with Ranger and Guardian Protestant Protection to provide our alarm system and monitoring. Early on we reported issues with our system and we were told we had to pay 75.00 for them to come and fix the issue. We started to them that we just received the equipment and didn't understand why we had to pay additional money for them to fix the issue that should is under warranty. Time and time againnwe called with no reaokev because they states we had to pay for them to come out to look at the issue. We were then told we had a two year contract before we could cancel. So we decided to just wait the two years out so we can cancel. During the time I was not a peace at my home. I received constant message about sensors and tampering of my system and the alarm not being monitored due to these issues. When I go out of time we have family members to check on our home, the video is delayed and the system is overall faulty. The system has been faulty for 2 years. We finally made it to the two year mark to cancel and now they are telling us we have a 5 year monitoring contract. I have to pay 1300 for early termination and it is nothing more they can do. I don't think it is fair for me to feel unsafe in my home for another three years with a company that has not protected my home. We have tried to work with them and even waited 2 years to be able to cancel, only to be told I have a 5 year contract. My husband doesn't recall electronically signing the 5 year contact in fact his name is spelled wrong thought the document and on the signature page. I thought I was agreeing to the two tear agreement through the builder and not a 5 year contract. I simply just want out the contract. We were made to partner with them because of the new home build and now I'm feeling stuck and unsafe in my home. Please help me rectify this issue.

  

  Business Response

  Date: 08/30/2023

  August 30, 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 resolve her issues.
  
  Our customer noted she and
  her husband have multiple issues with their system and were quoted a $75.00 fee
  to send a technician to repair equipment that was recently installed.  She also said they were told they had a two-
  year agreement and had decided to wait out the two years to cancel their
  account and were surprised to find they had a five-year monitoring contract.
  
  For background, our customer’s
  system was sold and installed Ranger Technology Solutions (Ranger), an
  authorized dealer of Guardian Protection, whereby all aspects of the sale and
  installation took place directly with Ranger. 
  Ranger 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 a year after installation.  Guardian does not control any day-to-day
  business activities or any internal policies or procedures of Ranger, including
  security evaluations, sales processes, installation practices or any other
  aspects of Ranger’s business.  The cost
  of the installation and terms of the agreement were negotiated and executed
  with Ranger.
  
  Regarding the equipment
  issues and service call quotations, a review of our customer’s account found Guardian
  had a computer update that changed our customer’s 365-day equipment warranty to
  a 90-day equipment warranty in error. 
  This update occurred just six months after their services were activated,
  and just 11 days before our customer called with their first covered equipment
  issue.  Our customer had additional covered
  equipment issues within 365 days of their activation where Guardian should have
  offered a service call at no charge.
  
  After a full review of our
  customer’s account, Guardian has agreed to terminate our customer’s account and
  release them from their Monitoring Agreement without penalty or further
  obligation.  Our customer’s account is in
  the process of being canceled with a $0.00 balance.
  
  Thank you for providing
  Guardian with an opportunity to further research and resolve this matter.  Should you have any questions, please contact
  Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

  Customer Answer

  Date: 08/31/2023

  [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:08/25/2023

  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 signed on with Guardian in March 2020 and in 2022 I sold the home I was in. After speaking with Guardian and requesting to bring the service with me, Guardian informed me they do not service the area in which my new home was in ( it was in the same county). At that point I requested to cancel the service and was told I would be unable to cancel due to being in a contract (which I never received). After several attempts at trying to resolve the issue I was told the only way to cancel the contract would be to pay $700-1000 or continue paying the monthly fee. Since I did not have the money to pay the $700-1000 upfront I kept paying the service fee since they had my bank account information even though I did not believe this was fair. After a year and a half of paying the fee without the service I called today 8/25/2023 to see if I could finally cancel the service and I was informed I still had another year and a half before the contract was done! I feel I am completely being taken advantage of.

  

  Business Response

  Date: 09/01/2023

  
  September 1, 2023
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ***** ****** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding our
  customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to review his
  account and address his complaint.    
  
  Our customer stated he is moved
  a short distance from the home his system was originally installed in, but
  Guardian is no longer able to provide service in the area.  Our customer is upset Guardian has asked him
  to pay a $750.00 Early Termination Fee to settle his account and Monitoring Agreement.
  
  For
  background, our customer’s security system was sold and installed by Complete Home
  Security and Services, LLC (Complete Home) whereby all aspects of the sale and
  installation, including the electronic paperwork, took place directly with Complete
  Home.  Complete Home is a separate and
  distinct company from Guardian, for which Guardian provided 24-hour monitoring
  and related services for customers whose systems were sold and installed by Complete
  Home, and later purchased our customer’s account from Complete Home.  Guardian does not control any day-to-day
  business activities or any internal policies or procedures of Complete Home,
  including security evaluations, sales processes, installation practices or any
  other aspects of Complete Home’s business.
  
  Guardian is a
  customer-centric organization and tries to provide alternatives to paying an
  Early Termination Fee when our customers move.  However, Guardian is not a nationwide company
  and cannot guarantee these options are always available.  Like many other businesses, service areas may
  change from time to time, and stores or branches may close.  It is for this reason there are no agreement terms
  regarding the relocation of services to a new property or the ability to
  release a customer from their agreement if the new owner would want to subscribe
  to Guardian for the monitoring of the existing security system.
  
  A review of our customer’s
  account found Complete Home installed a sizeable system, including a camera, at
  no charge to our customer in exchange for the 60-month monitoring commitment. The
  monitoring term factored into Guardian’s purchase price of our customer’s account.  To date, Guardian has not recovered the cost
  of its investment.  That being said, due
  to our customer’s excellent account history, Guardian has offered a reduced
  settlement to help cover the cost of its commitments to third-party vendors
  that were also based on the term of the monitoring agreement.  Our customer is currently considering the
  offer. 
  
  Thank you for informing Guardian of the additional
  concerns.  Should you have any questions,
  please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

• Initial Complaint

  Date:08/18/2023

  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 had Guardian Protection at my home at **** ******** ***** **** ******** ** ****** The end of April of this year, I sold the property and moved to *** *** ***** ******** ** ****** Prior to moving I called Guardian to transfer the service. I was told that Guardian does not service the area that I was moving to and that if the new buyer did not assume the contract I would owe the remainder of the contract. I was told that the new buyer was going to continue the service and assume the contract. I then continued to receive billing notices from Guardian until recently I spoke with them again and they informed me that the new buyer had not assumed the contract and that I owed for the remainder of the contract which was over $700. After speaking with them for some time, they stated that they would settle for $504. I asked to split this into two payments and they agreed and I paid $200 so I still owe $304. I still maintain that I did not want to cancel the contract, I wanted to transfer the service and they do not service my area so to me they nullified the contract. My request is that Guardian accepts the $200 and waives the remainder.

  

  Business Response

  Date: 08/21/2023

  August 21,
  2023
  
  BBB of
  Western Pennsylvania
  520 E Main
  St, Suite 100
  Carnegie,
  PA 15136
  
              RE:      ******* ******* * ********* ** ********
  
  **** *** *****
  
  Thank you for forwarding this
  customer complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian appreciates the opportunity for a
  review and resolution of the customer’s issue.
  
  Our customer has expressed
  dissatisfaction related to continued billing for service at a property that she
  has sold, as well as the request for any additional payment toward the Early
  Termination Fee.
  
  Guardian
  is a customer-centric company and strives to provide options for satisfying an
  Agreement early when a customer moves or sells a property.  However, service areas can change from time
  to time and Guardian cannot guarantee that options to the Early Termination fee
  will be available to all customers.  It
  is for this reason that there are no Agreement Terms regarding relocation of services
  to a new property or transferring the service to a new owner.  The Monitoring Agreement does state in
  Section 8.  SUSPENSION; TERMINATION;
  DEFAULT: “Your obligations under this Agreement continue even if You sell or
  leave the Premises.”  In addition, the
  new owner has not contacted Guardian to subscribe to our services; if they had,
  the customer would have been released from his agreement the day the new
  owner’s service was activated. 
  
  A Guardian
  representative reached out to our customer after a thorough review of our customer’s
  sale, installation and account history had been performed.  Guardian and our customer arrived at a
  mutually agreeable settlement of her Monitoring Agreement dated August 16,
  2021.
  
  Thank you for informing
  Guardian of this matter.  Should you have
  any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team 

  Customer Answer

  Date: 08/23/2023

  [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:08/06/2023

  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.

  First off I was lied to when I started service about the contract length. I did not want a 36 month contract and they told me that was the shortest offered. Anyway, we sold the home with this account back at the end of December of 2022. Gaurdian could have come and got their equipment back, which was just a panel, the rest of the equipment was already installed in the house. They did not add any new sensors to the house and were there for less than 20 min setting up. I have tried, canceling the service, pausing the service, and even transferring the service to our new address. However none of these options were available. They actually kept these services and left us with access to the new homeowners security system, which would make me feel uncomfortable if I was living in a house and the previous owners still had control of our security system. At this point, the frustration and time wasted will out weight any bogus amount due if this matter goes to court. This is not fair business practice, and the customers are getting screwed over by this company in the case that they sell their home and can not get service in the new area they move to. I do not want to be contacted by the company just want them to stop calling and emailing me, this is more like harassment. This company is greedy and would never use them again for any services. Will be using ADT from now on

  

  Business Response

  Date: 08/07/2023

  August 7, 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.
  
  Our customer noted he was
  displeased with the contract length, and that he tried canceling the service,
  pausing the service, and even transferring the service to their new address,
  but none of these options were available. 
  He feels he should be released from his agreement without further
  payment.
  
  For background, our customer’s
  system was sold and installed 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 a 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 shows he received the installation of the new control panel, the
  reprogramming of his sensors, and the configuration of the remote access and
  control service at no charge.  The
  testing of the newly installed panel and devices alone appears to have taken 30
  minutes.  His 36-month agreement, which
  he accepted when he initialed it and signed it, shows he also received an $8.00
  discount on his monthly fee. 
  
  With regard to canceling the
  account, our customer called Guardian to cancel his account on December 30,
  2022, a week after his home was sold.  Per
  Section 8 of the Monitoring Agreement (Dealer) our customer executed (attached):
  “Your obligations under this Agreement continue even if You sell or leave the
  Premises.” And while this language exists in the agreement, Guardian strives to
  provide options for satisfying an agreement early when a customer moves or
  sells the premises, such as relocating the service to the customer’s new
  property or releasing him from agreement if the buyer subscribes to monitoring
  services with Guardian.  In this case,
  the customer informed the representative he did not have a location to transfer
  the service to and he did not plan to get a new system/service at any time, and
  the new owner never contacted Guardian.  Our
  customer is responsible for payment of the last six (6) months of monitoring
  fees, the bills that generated from January 2023 through June 2023, and any
  other fees that may have been assessed.
  
  Regarding the continued
  monitoring and access to the system, our customer requested to speak with a supervisor
  and did not give the representative an opportunity to discuss the need for
  signed authorization to at least stop the monitoring.  A supervisor did return his call and left a message,
  but the supervisor’s call was never returned. 
  
  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: 08/07/2023

  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 have made serveral attempts to cancel, not one of the reps on any of those calls said anything about signing anything. They offer a lesser than 36 month contract but I was lied to on the phone. I have a recording of that phone call I can ultrasound upload upon request. 
  

  ive been trying to cancel since the close of our home in December
  
  
  
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 08/11/2023

  August 11 2023
  
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      **** ****** * ********* ** ******** **** *** ***** 
  
  Thank you for forwarding the
  complainant’s additional statements.  Guardian
  Protection Services, Inc. (“Guardian”) is happy to address them.
  
  Our customer commented on
  Guardian’s initial response that he has made several attempts to cancel and not
  one of the reps on any of those calls said anything about him signing
  anything.  He also noted “they”, his
  sales and installation company AAA Home Security, LLC, offers agreement terms
  shorter than 36 months and he has a recording of the sales call he had with
  them.
  
  Guardian would like to note
  again our customer’s system was sold and installed 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 a 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.  Nor
  does Guardian have access to phone conversations between AAA representatives
  and its clients.
  
  Guardian reviewed all conversations
  between the complainant and Guardian personnel that occurred on December 30,
  2022 through August 8, 2023.
  
  12/30/2022 – The complainant called Guardian’s Loyalty team to cancel his account because he sold his home.  He stated he was not going to get service anywhere else.  The Loyalty representative reviewed that he still had 6 months remaining on his agreement.  The complainant disputed the term stating it was supposed to be month to month.  The representative asked if the new owners were interested in the service.  The complainant said he did not know; it was not any of his business.  The representative began discussing the situation further, but the customer interrupted her, spoke over her, and said he wanted to speak with a supervisor as he was not going to pay any cancelation fee, and stated again he did not as far as he was aware he did not sign for a 3-year agreement.  The representative offered to turn off the monitoring but noted the billing would continue.  The customer began speaking over the representative and requested to speak with a supervisor before she was able to finish discussing turning off the monitoring and the procedure necessary to do so.  The representative agreed to put a request in for a supervisor to call him and the customer ended the call.  Guardian would like to note a supervisor called the complainant and left a voice message for him on January 3, 2023.
  02/22/2023 – The complainant called Guardian and spoke with a payment specialist.   The specialist reviewed the account was not canceled.  The customer advised the specialist that he had sold the house, was going through a divorce and had nowhere to relocate the service to.  The complainant then said he did not personally sign up for any agreement with any length of time.  The specialist noted the supervisor had called the customer on 1/03/2023 and offered to put in a request for a supervisor to call him again.  The customer then stated Guardian missed its opportunity to remove the equipment, that’s on Guardian, and he has no liability.  Guardian would like to note it would not have released the customer from his agreement if the equipment had been removed and returned.  The equipment would not have been reinstalled in another customer’s home due to liabilities.  The payment specialist confirmed his account will continue billing until the end of his term.  The customer advised he would not make any further payments.  The specialist confirmed we are not taking automatic payments from his funding account because the autopayments had been stopped.  The complainant again said he would not pay anything, spoke over the specialist, and ended the call.
  07/11/2023 – Guardian’ Customer Loyalty Department returned a call per a voice message from the complainant.  The complainant again stated he sold the house, that he had called multiple times, and did not have anywhere to relocate the service to.  He said he was moving into a rental home while building a new home.  He stated he was not willing to pay for service until then.  He also stated he and his wife seemed to have access to the system still.  The Loyalty representative reviewed the account and confirmed the 36-month term of the agreement, that the obligations under the agreement continue even if the complainant moved or sold the property, and there were six (6) unpaid months remaining.  The complainant said he was willing to transfer service when he had a place to do so but was unwilling to negotiate anything else.  He stated he was willing to complete the terms of his contract but was not going to pay for services he did not receive and said he would file complaints with other agencies.  The complainant stated Guardian could have removed the panel and make money off of it.  He also stated Guardian never turned off the service because he continued to get notifications and felt that was an invasion of privacy.  The representative confirmed the billing had stopped, the agreement term had ended, but the current balance is owed.
  
  A copy of the agreements the complainant
  signed was attached to Guardian’s original response.  Please note the attachment includes a DocuSign
  history of the signing events for the documents.  The documents were sent to the complainant using
  the email address noted in his complaint. 
  The agreements were viewed and signed approximately 2.5 hours after they
  were sent to him.  The customer had ample
  time to review the agreements before initialing and signing his acceptance of
  the agreements’ terms.  The complainant
  also had period of three (3) business days after signing the agreements to
  cancel the transaction without penalty.
  
  Guardian is not going to
  defer the fulfillment of the last six months of the customer’s agreement for an
  indeterminant amount of time.  The billing
  ceased on June 4, 2023, the end date of the agreement term.  The monitoring also ceased on June 4, 2023,
  the end date of the agreement term since the customer had not worked with
  Guardian to cease the monitoring of the system prior to the end date of the agreement
  term.  The customer is responsible for
  paying the account balance of $223.60, which includes 6 months of monitoring,
  sales tax, and late fees.  If the account
  balance is not paid by August 31, 2023, Guardian will proceed with its collection
  efforts.
  
  Thank you for providing
  Guardian an opportunity to address our customer’s additional remarks.  Should you have any questions, please contact
  Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

  Customer Answer

  Date: 08/11/2023

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

   

  This response basically is the same response of the last message and we’re getting nowhere. They missed where they actually offered me a lesser amount to close out the contract earlier. I believe it was around 120 in the month of February. I will have to go back through emails to find the documentation. I told the rep over the phone I did not want to 36 month contract. After reviewing the phone call that’s recorded I only agreed to 36 months because she said that was the shortest term offered, however, when phoning in to guardian, I asked what the shortest term was in a 12 month term is available I was lied to from the start. I should not get locked in to a contract, and when I requested a shorter term that was available I was lied to point blank, no mention of any of this is in their response 
  
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 08/15/2023

  August 11 2023
  
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      **** ****** * ********* ** ********
  
  **** *** ***** 
  
  Thank you for forwarding the
  complainant’s additional statements made on August 11, 2023 and shared with
  Guardian Protection (“Guardian”) on August 15, 2023.
  
  The complainant noted
  Guardian’s response on August 7, 2023 was basically the same response to the
  original complaint.  He states Guardian
  missed where “they” actually offered the complainant a lesser amount to close
  out the agreement earlier this year, he believed in February 2023.  He also states he spoke with a rep over the
  phone and stated he did not want a 36-month contract but accepted it because
  she said that was the shortest term offered. 
  He states he then called Guardian and asked what the shortest term
  offered is and was told 12 months.  He stated
  he feels lied to.
  
  Guardian’s response has been
  consistent because the facts of the matter remain the same.  The complainant was quoted and sold a security
  system by AAA Home Security, LLC (AAA).  AAA
  is a separate company from Guardian.  It
  has its own promotions which may differ from Guardian’s promotions with respect
  to package and equipment discounts, monthly service fees and monitoring terms.  The fact Guardian offers a 12- month monitoring
  agreement, which would not have included an installation at no charge, has
  absolutely no bearing on what AAA said they could offer the customer.  The complainant had every opportunity to shop
  around with other providers if he didn’t like the offers being made by AAA.
  
  Regarding the complainant’s
  statement he received an offer from Guardian to settle the account for less
  than the account balance, Guardian outlined all conversations that took place between
  the complainant and its representatives from December 30, 2022 and August 8,
  2023 and found no such offer.
  
  Should you have any
  questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team
  

  Customer Answer

  Date: 08/15/2023

  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 have documentation of the recorded phone call sent to me and the emails. Will be submitting to the general attorneys office as well and any other entities they recommend if needed, if this can not get settled via this bbb complaint. My story hasn’t changed, I just moved into a home where we can have a security system, lived in an RV camper and out of apartments for work for the last 18 months, we kept the system in the tx home while we owned it. And yes I was going to go through a divorce, and luckily it didn’t happen and we are back together. My personal life should have nothing to do with this contract, but you mock my life and then use the word “states” like I am making things up as I go. I have documentation for everything I have “stated”, please let me know what you would like to see.

   

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

• Initial Complaint

  Date:08/03/2023

  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.

  Guardian installed a new security system 7/27/2023. Wednesday 6 days later 8/2/2023 the upstairs fire sensor began to chirp the security pad flashing and beeping. I called guardian and talked with a person who suggested that dust may be the cause. He told me construction dust can often be the problem. ( the system is 6 days old and there is no construction here ) he told me they had no techs to help but he could tell me how to disengage it from the system. I explained that I am a 77 year old woman I would have to drag a ladder up the stairs and then climb upon it and I am unable to do that. He could offer no other solution.
  The noise was terrible and so I called often begging for some help. They continued to tell me that there were no techs available. One person said he might be able to get a tech on overtime. That would cost me $180 and time per minutes extra.
  I often asked for a manager /supervisor. They read “ a supervisor will call you in 24 to 48 hours.” Now it is 26 hours and counting. I have called and reminded them that this person is supposed to call me asking for them to note this on my account information.
  Yesterday 8/2/23 I asked that they come and remove the system. They could not send a tech until today 8/3. I told them numerous times to send a tech to remove the system.
  At 5:30 I spoke with a fifth person who offered to help me disengage the entire pad and system. I did that and had no noise until 10:20PM when the system again went off. That person suggested that sometimes the fire department will help. The system has been quiet since and I did not contact my fire department. .
  Today the tech arrived to check the smoke detector on the second floor. I did not let him in as I had told Guardian multiple times not to send anyone unless they were prepared to remove the defective system.
  I await the call from the supervisor.
  I have lodged a dispute with AMEX.
  No record of the malfunctions at the security office my pad or phone.
  Susan Starkey.

  

  Business Response

  Date: 08/07/2023

  August 7, 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 review our customer’s
  account and resolve her concerns.    
  
  Our customer stated she had a
  smoke detector start flashing and beeping just six days after her system was upgraded
  and new equipment was installed.  She was
  unhappy with troubleshooting suggestions due to the location of the device and dissatisfied
  that the representatives she spoke with were unable to schedule a service
  technician the same day she called.  She
  has requested that Guardian take the equipment back and refund her payment for
  the equipment installed on July 20, 2023.
  
  Guardian review our customer’s
  account and requests made on August 2, 2023, the day the new smoke detector went
  into trouble.  Guardian would like to apologize
  to our customer for her poor experience. 
  The representatives our customer spoke with had the ability to schedule
  an on-call service appointment at no cost to our customer, due to the situation,
  but neglected to do so.
  
  Guardian has agreed take return
  of the equipment, refund our customer’s installation payment made on August 1,
  2023, and terminate her account without further payment or penalty.
  
  Guardian would like to thank our customer again for her
  patronage and once again apologize for the poor experience she had.  Should you have any questions, please contact Guardian
  at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  First and foremost, I have experienced consistently unreliable customer service from Guardian Protection. Whenever I have reached out for assistance, I have encountered uncooperative representatives who choose to disagree and argue rather than offer meaningful help. This has led to frustration and dissatisfaction with your company's approach to addressing customer concerns.
  
  Furthermore, there have been instances where the contract agreed-upon during installation was changed without my consent or prior notification. Such practices are not acceptable and have further eroded my trust in your services.
  
  Moreover, my account has been compromised, as it has been used by another address that you have been unable to rectify. Each time your team attempted to locate my account, it was associated with another customers located at ***** ******* (as stated on the call), raising concerns about the security and accuracy of your system.
  
  Additionally, the services provided by Guardian Protection have not been reliable over the past two years. Despite several complaints, your team has been willing to come out and check the services, but the problem persists.

  

  Business Response

  Date: 08/04/2023

  August 4, 2023
  
  
  
  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 resolve her issues.
  
  Our customer noted she has
  had a poor experience with customer service leading to frustration and dissatisfaction.  She also had a concern that her account had
  been compromised, leaving her concerned about her safety and security. She has requested
  to be released from her agreement without penalty.
  
  For background, our customer’s
  system was sold and installed 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
  a 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 made it clear that Guardian did not have full installation details or
  service records AAA.  This has prevented
  Guardian from gaining a full appreciation of the issues the customer has
  experienced and difficulties and delays in troubleshooting and resolving technical
  issues.
  
  After a review of the account
  and service history Guardian possesses, including Guardian’s error in linking
  another address to her account, Guardian has agreed to release our customer from
  the remainder of her monitoring agreement term. 
  Our customer does not owe any further monitoring fees and has agreed to
  pay the bill for the service call Guardian performed on August 1, 2023.
  
  Thank you for providing
  Guardian with an opportunity to research and resolve this matter.  Should you have any questions, please contact
  Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response
  Team

  Customer Answer

  Date: 08/24/2023

  From: ****** ********* *********************>
  Date: Wed, Aug 23, 2023 at 5:33 PM
  Subject: RE: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  All issues has been resolved and the account with Guardian has been cancelled.
  
   
  
  Thank you
  
   
  
  ***** *********

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving numerous call each day, 7 days a week from guardian protection by phone number 1-800-776-8328 about new service over the past 3 months. I hit 0 today when they called to speak to customer service at 12:20 ET. I asked the representative "Josh" to take me off their call list. He asked me for more information and "verbal" passwords, etc. I explained I didn't have them as I haven't used their service for years and to take me off their list and quit calling me. He requested password info again. I told him to look me up from phone number, last name or address since they've been calling me they obviously have it. I got no where with him and asked for his Operator ID #. He asked why? I said because I'm getting nowhere and I'm sick of this and the calls. He then hung up on me. I've been a customer of Guardian for about 10 years as well.

  

  Business Response

  Date: 08/02/2023

  August 2,
  2023
  
  BBB of
  Western Pennsylvania
  520 E Main
  St, Suite 100
  Carnegie,
  PA 15136
  
              RE:      **** ********** ********* ** ********
  
  **** *** *****
  
  Thank you for forwarding this
  customer complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian appreciates the opportunity to respond.
  
  The complainant has expressed
  displeasure with Guardian’s request that he verify the verbal password to make the
  changes he requested.
  
  Guardian is sorry to hear our
  customer was dissatisfied to hear he needed to provide a password for our
  representative to get into his account discuss making the changes he wanted, but
  Guardian’s requirement for the verbal password is in our customers’ best interest.  This process is in place to protect customers
  from confidential information being shared with unauthorized parties, and to
  prevent account changes that could result in placing our customers in harm’s
  way. 
  
  Guardian tried to contact our
  customer after receipt of this complaint but was unsuccessful.  A representative left voice messages and tried
  providing the password electronically.  However,
  our customer has not returned the messages, nor has he called in with the
  password to indicate he has received it. 
  The password is now being sent through the US mail.  Our customer will need to call Guardian at
  1-800-776-3828 once he receives, and he will need to provide the password to
  discuss his account.
  
  Should you have any questions, please contact Guardian at (800)
  776-8328.
  
  Sincerely,
  Agency Complaint Response Team 

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16, 2023 received an email from Guardian Protection that I owed them an unpaid amount of $20. I thought the bank didn't take the total payment amount out of $51.92. When I called I was told that I owed $20 more. At no time was I ever sent a email nor anything by mail stating Guardian was going UP $20. Later is when I found out that they went up $20 and didn't contact me by emailing nor letter. They just said an UNPAID BALLANCE OF $20. I feel Guardian did SCAM, FRAUD, DISHONEST & A SCHEME to me as a Senior Citizen. At no time did I have a chance to look for another Alarm Monitoring Company. I'm on a fix income and $20 is way to much to increase my payment to $71.92 a month. Guardian did a SCAM to me as a Senior Citizen. My Customer # is 590108. Please investigate this matter. Thank You!