Reviews
This profile includes reviews for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 104 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromStacey H
Date: 06/20/2024
1 starCost is too high and customer service is not good. I asked the first gentleman I. the loyalty department for a supervisor and he said he'd have one call me. I hung up.and called right back and spoke with another gentlemen In loyalty (****) and this man told me it would be about $900 to cancel and pay off the contract and the low battery could be fixed by me. He then told me he could tell me how to do it or someone could come out for $75 plus $30 foe every 15 minutes. I expressed my displeasure and let him.knkw in didn't want to or know how to change the battery. This man told me his nine year old good do it. RUDE! The did finally get **** the supervisor and he attempted to repair things. However, the damage was done. RUN! Gaurdian is not worth it.
Guardian Protection
Date: 06/28/2024
Hi ******,Thank you for reaching out. I am sorry for your experience. Customer satisfaction is important to us and we are honored that you have been a Guardian customer since 2018 and in 2023 chose to extend your service by entering into a new agreement. This new agreement provided you with a $200 credit and a reduction in your monitoring rate. This agreement serves to protect both you and Guardian, by defining services to be provided, rates, terms and obligations. It also identifies all conditions such as an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. We have reviewed the call and provided performance coaching to our customer service specialist regarding your phone interaction. Our specialist had good intentions when he mentioned that he had assisted by phone a ninety year old customer in changing the device battery on their own. He wanted to try and give an example of the ease of this task versus paying for a service tech to come out and do it. We are sorry that his example was not helpful and appreciate your understanding. Our goal is always to provide economic benefits to our customers as much as possible, as well as a satisfactory experience. I understand that our loyalty liaison attempted to follow up with you and left a voicemail on June 27 letting you know that we are not currently receiving low battery signals from your system and that these could be old messages that need to be cleared. She left instructions for you to enter your security code plus the Off button twice in a row to see if the low battery signals clear. She also left her callback number should you need additional assistance. Sincerely,********************Customer Satisfaction AdvocateReview fromAnita K
Date: 06/19/2024
5 starsExcellent and courteous service from the technician. He took care of all concerns and got the system up and working in short order.Guardian Protection
Date: 06/20/2024
Hi *****,Very pleased to hear that you found our professional technician to be excellent in providing your recent installation. Our techs have a passion for what they do and so happy this was obvious in your service experience. Will be sure and pass along your comment to his supervisor. Much appreciated, Here's to enjoying peace of mind with your Guardian smart home security system! ********************Customer Satisfaction AdvocateReview fromAndrew S
Date: 06/16/2024
1 starI was switched from Vintage to Guardian because apparently they bought out the business. I was set up on autopay with Vintage, and I got several mailings that there was nothing I needed to do on my end. I now see that Guardian has not taken any payments from me, and they've charged me a late fee. They've also increased the payment I owe. I tried calling them today at 10:30 am. After pressing through about 10 buttons to try to speak with a live person, the automated phone system informs me I am calling outside of normal business hours and hangs up on me. I tried using their chatbot, but it does not recognize my number. This is the worst experience I've had with any service I've had, and the first time where the service was so terrible I ever wrote a review.Guardian Protection
Date: 06/25/2024
Dear ******,I understand that you have spoken to our loyalty liaison and that your issues have been resolved to you satisfaction. Thank you for being a customer of **********************. We look forward to continuing to serve you.********************Customer Satisfaction AdvocateReview fromKathy J
Date: 06/11/2024
5 starsExcellent, professional installation process. Agent doing work deserves five star rating.Guardian Protection
Date: 06/12/2024
Hi *****,Thank you for taking the time to connect with us. I see that you have been a loyal Guardian customer since ************************************************************************** us -- we take your safety seriously. I think you are going to love the new conveniences and features of your newly upgraded Guardian smart home security system! So happy to hear that our professional technician has earned a five-star rating in your opinion. Our techs strive to provide an expert installation that doesn't end until the customer is provided with education and a full walk-through on how to get the most from the system. I'll be sure and share your comments with our tech's supervisor. They are greatly appreciated. Thanks again, *****, for choosing Guardian Protection. Life is better when it's safe!********************Customer Satisfaction AdvocateReview fromSean L
Date: 06/04/2024
5 starsBeen using Guardian for over 4 years. Never had any issues. Every time the alarm or fire alarm went off they checked in to make sure everything was ok. Great customer service. Would recommend.Guardian Protection
Date: 06/05/2024
Hi ****,Thank you for placing your trust in us -- we are honored to be your security provider! We will continue to work hard to provide you with outstanding protection and trust that Guardian's monitoring center never sleeps so that that you can have true peace of mind. I will be sure and pass along your comments to our supervisors. Our team will be appreciative reading them. Have a great day and thanks for choosing Guardian Protection. Life is better when it's safe.********************Customer Satisfaction AdvocateReview fromArrie B
Date: 05/31/2024
1 starThey bought out a vintage Security where I was a 6 year long-time Customer. They raised their prices and when I cancelled service, they removed access to cameras/equipment that I paid over $2,500 for plus the monthly service over the years. Customers lose access to use of the expensive equipment they claim you own but can no longer use so you really dont own anything. This could turn into a lawsuit.The doorbell camera I have is still connected and still recording but guardian is the only viewer to it. Tell me I own my equipment and privacy.I do no recommend them at all. Get an independent camera system.The monthly service fees are for monitoring, now they hijack your equipment if you cancel services. Buyer beware!Guardian Protection
Date: 06/03/2024
Dear *****,I am sorry for the frustration. Like Vintage Security, Guardian Protection is dedicated to your satisfaction. The price of your monthly subscription was not increased when Vintage became part of Guardian Protection. Your monthly subscription fee remained the same, however, Guardian found it necessary to collect sales tax on the monthly subscription fee.I have located your account and see that you spoke with our customer care specialist on May 17 to cancel your subscription stating that you were not using the system. Given that you had fulfilled your agreement term, our specialist honored your request and cancelled the services to which you subscribed. You contacted us again on May 31 to express dissatisfaction that you could no longer use the video doorbell that had been installed with your system. Per your original agreement with Vintage Security (now Guardian Protection), the Equipment is yours to do with as you wish, however when you canceled your subscription, the monitoring services and remote access and control services ended. You are able to continue using the security system within your home and the siren will sound if an alarm is triggered but a signal will not be received by the monitoring center allowing them to respond. The services that power the remote access and control of any devices require a subscription through an authorized Alarm.com dealer such as Vintage or Guardian. If you would like to restore the functionality of security services related to your system, a new agreement will be required. We would be glad to assist you with that. Please contact our customer care team at ************* ***************).Sincerely,********************Customer Satisfaction AdvocateReview fromDiane P
Date: 05/21/2024
5 starsFrom helping us determine what we needed for our home to the seamless installation, we had an excellent experience! The Guardian technicians were professional, courteous, knowledgeable, and friendly. Thank you, Guardian!Guardian Protection
Date: 05/26/2024
Hi *****,Thank you for taking the time to connect with us! Happy to hear that our professional sales and installation teams provided an outstanding experience in securing your home and family. Life is better when its safe! I will be sure and share your comments with our supervisors. They are greatly appreciated.Sincerely,********************Customer Satisfaction AdvocateReview fromAline T
Date: 05/17/2024
1 starMy house was struck by lightning and burnt down on May 8, 2024. I live at ********************************************************************************. I called Guardians Protection to inform them about my predicament and cancel my plan until I get a place to live. They refused. I never miss a payment since 2022 I became a client. Instead of being compassionate and understand me. They were heartless and arrogant. I don't recommend Guardian Protection, if they don't stand by their customers in their difficult time. They want to continue to charge me for a house which is not livable. **************Guardian Protection
Date: 05/23/2024
Hi *****,Thank you for reaching out. I am sorry to hear of your situation. I escalated this to our loyalty supervisor when it was received from the BBB. I understand that you and he have spoken and that he is working with you on a satisfactory resolution. We wish you the best as you work through this unfortunate event. Sincerely,********************Customer Satisfaction AdvocateReview fromJames L
Date: 05/05/2024
5 starsThe Guardian Protection Installation Technician was excellent! Courteous, knowledgeable, efficient, and professional in every way. ***** is a true asset to your organization!************, **Guardian Protection
Date: 05/07/2024
Hi ***,Welcome to the Guardian Protection family! So happy to hear that you were pleased with the services of our professional technician and found her to be expert in knowledge and courteous as well. Our techs love their work, and it shows. Your comments are greatly appreciated -- I will be sure and share them with the tech's supervisor. Thank you for choosing Guardian Protection, ***. We are here for you and your family because life is better when it's safe. ********************CUstomer Satisfaction AdvovcateReview fromPastor Y
Date: 05/02/2024
5 starsGuardian responses to an alarm as soon as it happens. Excellent serviceGuardian Protection
Date: 05/03/2024
Hello Pastor ********** you for taking the time to let us know that you were pleased with our response to your recent alarm. Our monitoring center never sleeps so that you can have true peace of mind. I will be sure and let our protection specialists know of your satisfaction. They take their work very seriously and positive customer comments mean a lot to them. I hope that everything is well. Know that we are here for you whenever you need us. Life is better when it's safe. ********************Customer Satisfaction Advocate
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.